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twill1989
join:2009-01-03
Goose Creek, SC
 ·AT&T Southeast
| [Line Problem] Losing sync Hey everyone,
I've been having a weird problem for the past three or four months that I just cannot seem to solve. The problem started when I migrated from my old Motorolla 2210 modem to the 2Wire Gateway. The 2Wire would constantly lose sync to the DSL connection. I had AT&T techs out to look at it. They replaced the 2Wire with a new Gateway, believing the problem lied with a faulty product. The new 2Wire continued to lose sync. The tech then went to the DSLAM and replaced the card. He left, believing he solved the problem. Shortly after, the sync dropped again. I posted here for some advice and people informed me that 2Wires aren't very reliable, so I switched back to the 2210.
The 2210 worked fine for about a month then I started losing sync like with the 2Wire. I checked the stats for the connection and I was getting insane noise margins on the downstream close to -18.00. As such, my download rate was down to 700 Kbps when I am on the 6.0 Mbps speed. I called AT&T and we spent an hour on the phone trying to figure out the problem. Finally, I unplugged a new microwave that was near the modem and the noise margin returned to normal but the download rate was still shifting massively. AT&T sent a tech out the next day to check the line. The guy didn't do anything but check the noise margin and say it was interesting that the microwave caused the problem and left.
I believe the microwave thing was just a coincidence. About a day afterwards, the sync problem returned and the noise margin went crazy again, shifting anywhere between 24 and -18. This time, however, the microwave was unplugged. So that can't be causing the problem.
I thought we needed to get the modem out of the kitchen with the microwave so when we were doing some house work a few weeks ago, I installed a new line in another room. I spliced the line from another phone jack instead of running the new line directly to the NID. (No one has been in the crawl space in 10 years, DirecTV refused to go down there and so do I lol).
The POTS is fine on the new line. There is no static or anything. Voice quality is excellent. The new line worked fine for the modem for about a week then the sync problem returned along with the noise problem. I put the modem back in the ktichen, thinking I messed up the wiring on the new line. The modem in the kitchen worked fine for about 4 days, then the sync problem came back yet again.
The modem is back on the new line now. When the connection is stable, the stats are better than on the line in the kitchen. In the kitchen my average noise is 24 down, in the new room its 30-32. Despite that fact, the sync is still dropping.
I'm completely at a loss here. Anyone have any ideas? AT&T insists there is no problem. | |
|  twill1989
join:2009-01-03
Goose Creek, SC
·AT&T Southeast
| Re: [Line Problem] Losing sync Just wanted to give everyone an update in case anyone is having a similar problem.
I called AT&T yesterday and they sent a tech out this morning to inspect the line (the entire line from the CO back to the home). Unfortunately, I could not be present when the guy arrived, but from what I was told the guy was very rude. He repeated said we were making false calls to tech support since they had been out every other month to look at the connection and everything was always fine when they arrived.
Instead of doing the Class A inspection like I was told he was going to do, he merely looked at the computer, the gateway, and the interface outback. He declared everything was fine then left. When I arrived I was pissed and called AT&T.
Before I called AT&T, I connected the modem to the NID and was getting similar results, the wild noise margin and disconnects. The tech support agent tried to give me the famiilar run around that everything was fine. Finally I got her to get a line tech on the line who say the noise margin. I pointed out to them that the modem was connected to the NID at the moment, so the problem was on their end. Instead of accepting that, I was told the 2210 which I had switched back to was faulty (part of the bad batch from some years ago) and causing all the problems. She then said I was going to have to pay $40 to get a new modem from them.
Upon hearing this I was completely livid. Not only did I pay $100 for the gateway which was experiencing similar problems, now I was being told I had to pay for a new modem when the modem was faulty to begin with. I tried telling her that I was having similar problems on other device (two 2Wire gateways) and she just wouldn't accept what I was saying. She insisted that all my problems were teh result of the 2210 even though I had used other devices at different periods and had the same result. I literally had to tell her to shut up and listen to me. At that point I asked to speak to her supervisior, who was a little more competent and agreed that the issue wasn't just the modem since the 2Wires were having the same issues.
A tech is suppose to come out Friday now and do a complete check of the line along with providing me with a new 2210 free of charge. I'll let everyone know how it goes. | |
| 
KarmaPieces
Premium
join:2004-07-05
Gulfport, MS
1 edit | Good luck with this and I mean that....
We went almost a year with problems and each time they came out they blamed my computer for the disconnects. The last tech to came out last year got so angry at us for calling that he said "Didn't I tell you last time that I was out that it was your computer that was causing the problem?!?!"
After that I didn't request another tech to come out since we realized that they had all been talking about us to each other. I say this because the guy who came out before the last tech said he had talked to the guy who came out before him told him the problem was our computer.
It wasn't ever my computer except for the first time I had ever called tech support, that time it was a ethernet port that had quit working correctly. During that visit one of the two guys said he was going to do something down the street to make things faster, and after I got a ethernet adapter a few days later that's when the connection problems started.
I called in Dec of last year to see if AT&T could lower the phone bill and they switched us to a new bundle and the guy said we could get the 3.0 extreme for the same price we were paying for the 1.5 ultra and our bill for other services would still be lowered. I decided to go for this for some stupid reason.
I had come into possession of another laptop last year so I now knew it wasn't my computer and had only been my computer that first time. I just got fed up with everything and called tech support at the beginning of the year and just got really stern and wouldn't take no as an answer from them.
They ended up saying they were sending a tech out and honestly I was a bit scared that it was going to be one that had been here before, but my Mom and I were pleasantly surprised to be greeted by an unfamilar face who was the nicest guy who had ever been out here. He spent almost an hour outside testing and trying to see if he could get our line to keep the 3.0 extreme signal.
It turned out we had to go back to 1.5 ultra due to line quality, he fixed the disconnect problems we had been having for a year or more and said our signal was and had been going down other streets. I was perplexed and confused as to how none of the other techs had figured this out before. The day after this last tech came out I called AT&T and went on a bit of a rampage complaining, not screaming or yelling just being stern and not talking no as an answer from anyone; after going through a couple people I was transferred the nicest woman who said she would only be employed there for 2 more weeks because she was going back to school and she figured she would be one of the next ones laid off because she had been there almost 20 years. She ended up giving us a credit for 3 months of service which she said was the most she could credit.
I know this is a long and convoluted story but don't take the equipment excuse as the cause for your problems when you know it isn't true. | |
| twill1989
join:2009-01-03
Goose Creek, SC
·AT&T Southeast
| Just wanted to give everyone an update.
The tech came out Friday and replaced the modem. The modem was bad but not the cause of all my problems. He checked the DSLAM and found a faulty fan that was causing some of the cards to overheat and lose sync randomly. He replaced the fan, and I've had constant service since Friday.
All is good finally. | |
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