calgary_mike
@telus.net
| Most common reasons for ADSL disconnects?
Hello,
I've got the following setup..
- Thompson Speedtouch (sent out last week from Telus)
- New computer with Vista x64 Business Edition
- Linksys WRT54GL (brand new)
Everything was working beautifully for the first week. Now all of a sudden I'm getting ADSL connection drops on a very frequent basis.
The DSL/Internet lights on the Speedtouch will go away, and then come back. A connection is established again immediately.
It's happening every 5 minutes.
Just wondering if someone could list the most common reasons for this to occur.
When the connection *is* working, it's working beautifully. |
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calgary_mike
@telus.net
| Ok, I've verified that the problem is the modem.
I swapped it with a Siemens that I had laying around, and everything is fine.
Do the Thompson's often have this problem? I specifically requested the Thompson because it was a true modem, no router/firewall. |
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calgary_mike
@telus.net
| reply to calgary_mike
Found this thread:
»Anyone getting lots of disconnects?
"I have seen the new thomson speedtouch modems go haywire after a year, there is a new version out with a different power supply. It seems to be more stable."
I notice that the Thompson I received is a refurb unit.
Who do I call to make sure I get swapped for a new one instead of a refurb ? Customer service or tech support? |
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river_ratbc
join:2007-09-21
| said by calgary_mike :
I notice that the Thompson I received is a refurb unit.
Who do I call to make sure I get swapped for a new one instead of a refurb ? Customer service or tech support?
I doubt either can help. All the modems in our store rooms for the techs seem to be refurbished. |
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psydfx
join:2002-12-20
Canada
| reply to calgary_mike
Just call in. They'll either dispatch a tech to replace the modem or ship you a new one. Either way it'll be free of charge and hopefully the newer modem won't be faulty.
--
the opinions expressed herein are my own and do not represent my employer in any way |
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bodyslamer
join:2009-06-04
Surrey, BC
1 edit | reply to calgary_mike
I had the exact same problem with my refurb 2wire, and then i phoned it and they replaced with the a new 2wire. THe new 2wire doesn't drop me anymore.
Problem fixed  |
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Perrin7
join:2002-02-19
Calgary, AB
| reply to calgary_mike
I had something similar yesterday.
I was suddenly getting frequent drops. I ran ping -t www.telusplant.net and approx every 5 minutes I would lose connection for a minute. When it was connected it was a good response (19 or 20 ms) then gone for a minute (14 "no response" messages).
I called in and the fellow (in Montreal) said he "changed my profile" which, when pressed, he said meant I was getting a slower speed but more stable connection.
I'm still using a DLink 300G on the 1.5 plan.
(Yes, I've heard that I'm supposed to be able to call in and get a speed boost for no extra charge, but I haven't done that because when I look at my plan on-line it says "grandfathered" and in my experience that usually means I'm getting some sort of benefit that will be lost if I make changes; and the Rep wouldn't discuss it, he told me to speak with Customer Support) |
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JammerMan79
Premium,VIP
join:2004-05-13
Prince George, BC
3 edits | said by Perrin7  :(Yes, I've heard that I'm supposed to be able to call in and get a speed boost for no extra charge, but I haven't done that because when I look at my plan on-line it says "grandfathered" and in my experience that usually means I'm getting some sort of benefit that will be lost if I make changes; and the Rep wouldn't discuss it, he told me to speak with Customer Support) grandfathered in your case means that the base price is 43.95 instead of 35.00
there are discount codes applied to bring the price down to whatever you have now.. could be... 40.95, 38.95, 35.95 (would be the typical prices for that plan) or possibly 30.95 if you had called and received an extra -5.00 discount.. BUT there is no benefit to keeping your old plan. In fact it's worse because newer reps have no clue what it is.
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I may work for, but do not necessarily represent the views and beliefs of TELUS Communications. |
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Lemonion
join:2009-04-26
| Agree with JammerMan79.
Grandfathered does not always mean a better plan, service, or rate.
There's section on www.telus.com you can go to, input your phone number, and see what kind of pricing you could get.
Here's the important part, do a calculation on your own to determine what your long distance charge will be (based on usage in minutes from previous statements), get a long distance plan that suits you.
PM me your phone number and account number if you like. I can make a recommendation based on what you have, and what you want. |
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JammerMan79
Premium,VIP
join:2004-05-13
Prince George, BC
| one thing though..
the website does not give all the possible plans. It's a simplified version, there may be a better plan that is suited to your needs but it's just not shown.
--
I may work for, but do not necessarily represent the views and beliefs of TELUS Communications. |
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Perrin7
join:2002-02-19
Calgary, AB | reply to Lemonion
Ahhh, so I'm just being stupid! *facepalm*
Thanks JammerMan79 & Lemonion, I'll chase down that info tonight. |
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JammerMan79
Premium,VIP
join:2004-05-13
Prince George, BC
| not being stupid.. in fact you're correct in being cautious... The are changes all the time and not every new plan is better than what you may have currently. We still have ton's of customers who have older ld plans like the old no limits canada (evening and weekend), some because for them it's better, some because they simply refuse to allow us to give them a plan more suited to them. Your best bet is to get all the info and then decide.. but if you get a rep who seems knowledgeable, don't be afraid to change based on their recommendation, that's what we're there for.
--
I may work for, but do not necessarily represent the views and beliefs of TELUS Communications. |
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Lemonion
join:2009-04-26
| Bingo Jammerman.
There are times I will see clients are getting better pricing due to grandfathered plans. I won't touch them, explain to them, and leave it at that - most folks appreciate it.
Get the info first, THEN make a decision.
My offer to verify your price structure still stands.
PM me your info, and I will tell you what I recommend you get, then you can use that info to call in and make changes. |
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calgary_mike
@telus.net
| reply to calgary_mike
Ok, I had Telus send me a new modem.
It worked beautifully for the first 5 days or so, and then all of sudden, the dreaded flashing ADSL light again, and now every 5 minutes it de-synchs (even after a modem reset).
Just wondering if anyone knows of any other reasons besides the modem that this would happen ? |
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telusdavid
join:2009-06-20
Kelowna, BC
| reply to calgary_mike
I have both the siemens gigaset se567 and the thomson speedtouch st516.
both have the same frequent disconnects as well. still not fixed. as for refurbished I could not tell you. You would have seen my thread as well.
I am going to be watching this thread as well as my own.
I was wondering if there is a software issue. like a antivirus program gone bad or just out dated. I have one computer on the setup that is totally outdated. working on that now. I am also going to take some of the computers off the setup and see if that helps. good luck on yours. |
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dsl411
@telus.net | reply to calgary_mike
could be bad wiring in the house? try plugging the modem into a different jack. if telus installed a pots splitter (for turbo), then try plugging directly into that. |
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CanGumby
join:2009-03-11
| reply to calgary_mike
Unfortunately, there is an infinite amount of reasons why you'll lose sych on a modem.
Common issues are:
•Bad modem
•Outside plant issues
•Shorts, grounds, opens
•Capacitance issues
•Resistance faults
•Noise issue
•Loop length
•Inside wiring issues are generally the same issues as outside plant
•Port issues
•Software issues
•Provisioning usually
These are just some of the things off the top of my head. It could be a combination of things or it could be something simple. When I do DSL repairs, I do a battery of tests before I even phone my customer and even then I have to go back on jobs. What you need is a tech to come out and look at the line, explain to him what has been done and s/he should take a closer look at things. |
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river_ratbc
join:2007-09-21
1 edit | reply to calgary_mike
yep...what he said!
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telusdavid
join:2009-06-20
Kelowna, BC | reply to calgary_mike
tech came out and worked on the lines at house and on street. time will tell. he found things wrong and stuff that just needed to be changed. i updated my thread. |
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calgary_mike
@telus.net | reply to calgary_mike
With my problem, it usually takes several hours (3 or 4 hours) before the first ADSL disconnect.
After that, it starts happening every 5 minutes or less.
Just wondering if that info can help narrow down my issue at all ? |
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