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trayed

join:2008-03-07
San Francisco, CA

dsl internet light flashing

my modem 4100 keep losing sync, it stabilizes then loses sync, so i cant even use the internet. It should be something wrong with att network. I use dslextreme and my neigbor use att and we both have the same issues. It was fine yesterday morning, so my dsl have not been working since then. I live in san francisco. Can you please look the att network? I typing this on my mobile phone.



dslx_gm
Premium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15

Hi trayed -

Unfortunately I wasn't able to reference your account by your username here on BBR. It sounds as though their may be an issue in your area on the AT&T side at the DSLAM or central office that you connect to. A loss of sync or intermittent sync on the DSL modem indicates that their is a problem on the physical line between the modem and wall jack. Since I haven't seen a reported AT&T outage, it could even be something on the pole or bundle that you and your neighbor share. Have you spoken to our support team to report the issue? They can be reached 24 hours a day at 866-491-7221.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.


trayed

join:2008-03-07
San Francisco, CA

I tend to shy away from phone tech support, because I use to have alot of issues with my dsl and phone support have a hard time fixing, while posting my problem on the forum the tech support here are much more efficient at getting things fixed.


trayed

join:2008-03-07
San Francisco, CA
reply to trayed

i called the phone support, he guided me trying troubleshoot the problem, and then telling me there is nothing he can do as he see no problem on his computer. Nothing change in my house and i troubleshooted concluding that it must be something wrong with att network or some pole in my neigborhood. Can you please look into it! I've pm my account name and phone number already.


DSLEXTREME_T

join:2009-03-04
Pacoima, CA

Hey call again. Even though he might not see a problem on his computer we would still do everything we can to fix the issue. do you remember his name?



dslx_gm
Premium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15
reply to trayed

Thanks for sending over your account information. It appears the line is dropping in and out. Typically that indicates that there is something on the line that is generating noise and causing it to go out of sync.

We like to try to isolate the line fully before dispatching a Telco technician. This helps avoid any dispatch charges that you would occur if the problem was on your wiring. Have you already isolate the line including ensure that you have filters on all of the devices that connect to the phone line. Do you have an alarm system or any new devices that you recently added to the line? Have you tried replacing the phone cable between the modem and wall jack? Can you try disconnecting all other devices on the phone line except the modem to see if you continue to lose sync.

If the problem still persists after that we will need to coordinate a dispatch of a Telco technician to your location. I would be happy to have someone give you a call to set that up.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.


trayed

join:2008-03-07
San Francisco, CA
reply to trayed

i deemed the problem outside related. I had uncessfull problem getting a tech visit via the phone tech. Can you please get me a tech visit asap, i understand 60 dollar charge if the issue is in my house. Please contact me on my cellphone, i will pm ynu my number.


trayed

join:2008-03-07
San Francisco, CA
reply to trayed

update: i just called tech support to get a tech visit. Frank the tech support which helped me get a tech visit for tommorow was so helpful unlike the one i spoke to the day before. Hopefully i can get my internet fix tommorow.


trayed

join:2008-03-07
San Francisco, CA
reply to trayed

K tech came today and said theres a wire thats distorting the dsl signal outside my house and fixed it for me so now my dsl is working again.



dslx_gm
Premium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15

Thanks for the update. Glad to hear that it is working again.

Thanks