Shai
join:2000-12-29
Philadelphia, PA
| [Speed Problem] Slow ATT DSL
 Troubleshooting my parents slow ATT DSL. They've got an account rated at 1.5 M.
For months my parents had slow download. When I arrived yesterday I measured it between 250 and 350kb.
Called ATT DSL support, they had me unplug and re-plug everything. After that: 650 kb.
They put me in touch with a tier 2 tech who said our line had been capped, for some unknown reason, at 768kb. He then uncapped it, after which we were getting 1.2M.
Today is a sad story. It's all over the place -- but ranging between 120kb and 450 kb.
Any thoughts? How should I approach this with the ATT tech people.
Hardware: ATT supplied "2 wire" Speed Stream 4100 B modem. Belkin Wireless router.
Thanks for the help |
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d_l
Barsoom
Premium,MVM
join:2002-12-08
Reno, NV
| There probably was a reason for the cap. Normally lines are capped to prevent repeated sync loss. Then the problem is supposed to be fixed.
Normally we ask for this info: »Pacbell FAQ » What information do you need in order to help me with my DSL problem? , but you've provided some of it already.
The info from questions 6 through 10 would help us understand your parent's problems.
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Shai
join:2000-12-29
Philadelphia, PA
| Thanks, I'll try to be more systematic by pasting in the faq and giving my answers. Note that the most revealing new information here is in number 5 where I describe active blinking on the activity light on the modem and the modem and wireless lights on the Belkin G Wireless Router. Here are all the results.
1) Which AT&T DSL Package do you have –
Basic (768kbps down), Express (1.5Mbps down), Pro (3.0Mbps down), Elite (6.0Mbps down)
Express, 1.5 Mbps down
2) Which modem brand and model do you have? (if Speedstream 5100, does it have 4 or 5 lights)
Speedstream 4100 B
3) Are you using a router? If so, provide the brand and model.
Yes. Belkin Wireless G
4) Is your PPPoE login info (username & password) entered in the modem, in your router or do you use PPPoE software?
It's in the router.
5) Describe the lights on the modem when the trouble occurs.
Just looked at the modem and the activity light is blinking on and off in addition to the "modem" light on the Belkin router blinking on and off rapidly. No computers are doing anything in the house now and I turned the wireless off in my iPhone. Weird. Is somebody tapping in to this network? The network is protected by WEP2.
6) Confirm that you’ve checked to ensure that ALL devices plugged into the wall jacks serviced by your DSL phone number (except the DSL modem) have filters fitted.
Confirmed. There is only one phone jack for this phone in the house. There is a splitter going into it, with the dsl wire going into the port labeled "DSL" and the phone wire going into the port labeled "phone".
7) Confirm that you’ve powered off the modem and started it again and whether or not that made any changes with your problem.
Yesterday turning everything on and off raised the speed from 300 to 650kb. Today, turning everything on and off did nothing. Steady 450kb today, it seems.
8) Do you hear any type of noise on the
DSL phone line or any other unusual telephone symptoms?
No.
9) Provide line stats as follows…
a) From Speedstream 5100b, 4100, 4100b -- Go to this address with your browser – »192.168.0.1/statistics.htm and copy/paste the contents of the first two tables into your post
Using a router
b) From a 2wire modem/router -- Go to this address with your browser --
»homeportal/xslt?PAGE=J03&THISPAG···PAGE=J03 and copy/paste the content into your post
That URL did not resolve.
c) From a Motorola 2210 -- Go to this address with your browser – »192.168.1.254/wt108Stats.htm and copy/paste the contents of the first two tables into your post
N/A
10) If you have a speed problem, use the AT&T Speed Test here -- »helpme.att.net/dsl/speedtest/ and post your results.
Came out to 477 Kbps. Results attached. |
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d_l
Barsoom
Premium,MVM
join:2002-12-08
Reno, NV
| reply to Shai
You will need to get that stats page to tell us why the line is capped at 768. You will have to temporarily re-cable to connect directly into the modem. If the modem is bridged, then use the reset button on the back to unbridge it for this access.
Because you are going to a lot of trouble to get a copy of that statistics page, there are some other things you should also copy when you have modem access:
1) Make a copy of the techreadout file: »192.168.0.1/techreadout.htm . It has more advanced stats that might be useful if we find something to question in the other stats and it can be used with this tool: »SBC DSL FAQ »How can I check for the maximum attainable sync speeds with a 5100b/4100 modem? .
2) Make a copy of the modem log to check for the hybrid used:»192.168.0.1/log.htm . This FAQ explains about hybrids: »SBC DSL FAQ »What do the hybrid numbers mean and what do they tell you about your line? |
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Shai
join:2000-12-29
Philadelphia, PA
| Before I reset the modem, I need to know the consequences, specifically, what will I need to do to set it up with the router again.
Also, do I need to have the user id/pw to connect directly with the modem. I think that data is held currently in the router. I'll have to dig up what that user id/password is?
Will the router retain that information so it won't be a problem when I reconnect. Any other concerns reconnecting via the router.
Re: the 768 cap. I don't know why it was capped/nor did the ATT tech I spoke with on the phone. He seemed comfortable uncapping it.
Thanks so much for your help. |
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d_l
Barsoom
Premium,MVM
join:2002-12-08
Reno, NV
1 edit | reply to Shai
There are three modes in the modem for PPP -- PPP on modem, PPP on computer (or router), and bridged. I can't tell from what you have said how the modem was set up with the router. All three will work with a router making the PPPoE connection, e.g. user ID/PW on the router.
The first listed is the default setting out of the box and after a hard reset. If you directly cable up to the modem, have your computer NIC set to obtain an IP automatically (by DHCP), and do an ipconfig release and renew, then if the modem is set to either of the first two modes, you will be able to connect. If in the bridged mode, then do the reset.
The user ID/PW should NOT be on the modem if the router is making the PPPoE connection. That leads to problems and the DSL won't connect properly. If you plan to keep the router making the PPPoE connection, then the PPP on computer mode is preferred. You really don't need to bridge for normal PPPoE operation. That would be for intense gaming and P2P environments.
The user ID/PW data shouldn't be lost from the router unless you reset it or intentionally erase it.
All you might need to get into the modem is the access code number on the bottom.
If it turns out that your parent's line is marginal on the stats, you might consider changing the modem and router settings so that the modem GUI (stats, diagnostics, and everything) can be readily accessed at anytime. This FAQ explains how: »/faq/12670 . Obviously you will need to know the user ID AND password to enter into the modem to make that set up work.
Edit: Dial up access numbers are here: »sbcyahoo.prodigy.net/openPhone/index.html. You wouldn't need them if you follow the directions, but are available as a last resort. |
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