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fun148
join:2009-03-02
Richmond Hill, ON
| Need help from Acanac
My problem first started on Jun 1, 09 when I noticed that my "Download Bandwidth" indicated in the modem status kept dropping in steps from its original 5M (5056 Kbps) to 2.5 M (2496 Kbps), sometimes even went as low as 1.5 M.
What I noticed was that the "Download SN Margin" was dropping from time to time until it hit about 2.0, then the "Download Bandwidth" dropped to the next level down with a much restored "Download SN Margin". Then the cycle of dropping started again. The deterioration was faster If there was heavy internet traffic (e.g. bt). But even when the computer was idling (with no application running, except those ran in the background whenever the computer was on), the "Download Bandwidth" still dropped but at a lower rate.
I live in a high-rise apartment. My modem is directly connected to the computer with no router and with a short phone cable directly connected to the wall plug. I have already tried the following:
- Try with another short phone cable
- Try with another Ethernet cable
- try with 2 different brand of modems
- connected the modem to different wall outlets
- disconnect all phones and filters from all wall plugs, with only the modem connected directly to the wall plug
- try with 2 different computers
All of the above trials produced the same results.
I called Acanac's support numerous times regarding this problem:
- the first time - Bell just lowered my download profile from 5 to 4, but the problem still there, except now the "Download Bandwidth" started dropping from 4M instead of 5M.
- the second time - Bell sent in a technician. He told me that he got the DSL connection details from downstairs the same as those shown in my computer. He told me that I could do nothing about the problem, as the problem was between the CO and my building.
- The third time - After the technician was gone and about a day later, as the problem was still there, I called Acanac's support to find out the progress. I was told that the Bell technician reported that it was my problem. I told the Acanac's support what the technician told me when he was in my apartment, he issued another repair ticket. After that, a different Bell technician called me, he said he would further lower my profile to 3M to see how things come out.
- The forth time - After a month, still the same problem. I called Acanac's support again. He told me that he could see my line was having a very low SN Margin (Down), he told me that nothing I could do, he would issue a ticket for Bell to fix it.
- The fifth time - nothing changed so I called again. Bell reported that it was because my distance was far from the CO, they had to further lower my profile to 2.5M. But even at 2.5M, I am still having the exact same problem, just that now it starts at 2.5 M with the "Download SN Margin" first started out at 22 and gradually dropping to 5 or even lower.
I do not understand why Bell said that I am far from the CO, as I have been living here for 20 years, and have been using Bell's internet for years before switching to Acanac's last March. My modem had always been running at "Bandwidth (Up/Down)" 800/5056, and my usage has always been more or less the same.
Up till today I am still experiencing low download speed with a deteriorating 640 / 2.496 profile (vs my usual stable 800 / 5.056), errors in download pages or unable to show web pages, and sometimes the internet connection got frozen.
I sincerely hope that Acanac's can discuss with Bell and get this resolve for me.
Regards | |
planiwa
join:2009-02-19
Toronto M5S
1 edit | Please post your line data from the modem, including Attenuations, DSL uptime, and error counts.
Clearly, if the Bell Tech said that the problem is between Demarc and CO, it is Bell's problem.
"Distance" is not a problem. Noise is.
Noise problems can be fixed by finding and removing the cause of the noise.
Unless your Attenuation is above 48, your line ought to sustain 5Mbit/s, so long as there is no noise.
Can you hear noise with a telephone? | |
fun148
join:2009-03-02
Richmond Hill, ON
| In response to planiwa's post:
1. "Please post your line data from the modem, including Attenuations, DSL uptime, and error counts."
Here are the line data from my modems (these were from 2 different modems, but made no difference which one I used - same data produced):
This is when the internet was first connected (less than 2 min.) - Sept. 18, 09 8:21 AM
Uptime: 0 days, 0:01:44
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 640 / 2.496
Data Transferred (Sent/Received) [KB/KB]: 0,00 / 0,00
Output Power (Up/Down) [dBm]: 11,5 / 19,0
Line Attenuation (Up/Down) [dB]: 31,0 / 47,0
SN Margin (Up/Down) [dB]: 14,0 / 22,0
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 41
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
This is after the internet was connected less than 3 hours - Sept. 18, 09 11:05 AM
Uptime: 0 days, 2:46:01
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 640 / 2.496
Data Transferred (Sent/Received) [KB/KB]: 0,00 / 0,00
Output Power (Up/Down) [dBm]: 11,5 / 19,0
Line Attenuation (Up/Down) [dB]: 31,0 / 47,0
SN Margin (Up/Down) [dB]: 14,0 / 6,5
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 6 / 0
FEC Errors (Up/Down): 0 / 29.254
CRC Errors (Up/Down): 0 / 312
HEC Errors (Up/Down): 0 / 283
This is what it was like with stable performance - before June 1, 09
Connection Status Connected
Us Rate (Kbps) 800
Ds Rate (Kbps) 5056
US Margin 10
DS Margin 9
Trained Modulation ADSL_G.dmt
LOS Errors 0
DS Line Attenuation 46
US Line Attenuation 31
Peak Cell Rate 1886 cells per sec
CRC Rx Fast 0
CRC Tx Fast 0
CRC Rx Interleaved 2
CRC Tx Interleaved 5
Path Mode Interleaved
2. "Clearly, if the Bell Tech said that the problem is between Demarc and CO, it is Bell's problem."
This is exactly what I think too, but then somehow Acanac's support told me that their Bell's report was exactly the opposite.
3. "Distance" is not a problem. Noise is.
Noise problems can be fixed by finding and removing the cause of the noise."
I kind of remember the distance is related to the Line Attenuation (correct me if i am wrong). As my up and down Line Attenuations have always been the same, I dont see why Bell suddenly said that I am too far away.
I agree with you that it seems like noise is the problem, and that is what I have been telling the Acanac's's supports. I have observed that it seems like the continuous drop of my DS Margin causes the drop of my Download Bandwidth. (Before June 1, 09, my DS Margin used to be pretty stable.)
4. "Unless your Attenuation is above 48, your line ought to sustain 5Mbit/s, so long as there is no noise."
Obviously my DN Attenuation is not above 48. The truth is that I had been running 5Mbit/s before Jun 1, 09 with no problem. So noise is the only suspect.
5. "Can you hear noise with a telephone?"
Yes, I do think it has noise from time to time.
Thanks for your help. | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | reply to fun148
Please, send me your Acanac ID if you need any additional help.
Thanks
--
We Rock | |
fun148
join:2009-03-02
Richmond Hill, ON | Acanac PN,
I have just sent you an IM. Please help me fix this problem and restore my profile back to what it was before (stable 800/5056).
Thanks in advance for your help. | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Ok, I will do my best.
After 3-4 "trouble" requests and following speed profile decreasing, It wouldn't be so easy to convince Bell guys to change it again to 5M/800K.
Unfortunately, this scenario happens very often with any DSL provider. | |
fun148
join:2009-03-02
Richmond Hill, ON
1 edit | Acanac PN,
Thanks for trying to fix it for me. I do understand how difficult it is to deal with Bell.
As described in my first post, the repeated lowering of profile never did fix or improve my problem, it was simply just a way to fan me off.
Lets first try to have Bell fix my original problem (the continuous dropping of "Download Bandwidth" caused by the continuous dropping of "Download SN Margin"). If that can be done, then hopefully Bell can see that the cause of my original problem has nothing to do with the 5M/800k profile.
The fact is that I had been enjoying my stable 5M/800k profile for years before Jun 1, 09, I do not see why Bell cannot restore it back to what it was before. Of course, I fully understand that Bell is not that "reasonable".
Anyway, thanks again for all your effort in advance. | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Ok, request done with my notes.
Tik # OIV-51321 for your collection.
Hope this will be the last one. | |
fun148
join:2009-03-02
Richmond Hill, ON | Thanks again. I will keep you posted. At the mean time, I will keep my fingers crossed. | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Follow - up.
I just checked the current stats and notes.
3M/512 fast path. Sync OK
Thanks | |
fun148
join:2009-03-02
Richmond Hill, ON
1 edit | Acanac PN,
Thanks for your follow-up. But is there some misunderstanding here? My original problem has not been addressed at all.
My original problem starting on Jun 1, 09 was the continuous dropping of "Download Bandwidth" caused by the continuous dropping of "Download SN Margin". At that time my profile was 5M/800 (mind you again that I had been having that stable 5M/800 profile for years before Jun 1).
Today I still have the exact same problem (as indicated in the SN Margin lines below), the only difference is that Bell has lowered my profile from 5M/800 to 3M/512.
I talked to your tech. support early on today, and he told me that this (3M/512) is all my line can handle. Then how come I was having stable 5M/800 profile before Jun 1, 09. The CO distance has not changed, so why is there a sudden change in my attainable profile? If there is anything wrong with the line then Bell should RESTORE it back to what it was before.
It is like renting a car which originally can go up to 100 km/hr. When the car starts having problem not being able to go up to that speed, the rental company rather than fixing the car, asks the customer to settle with driving it at 40 km/hr max. You really think this make sense to the customer?
I appreciate your effort, and hope that you can see my point. Please go after Bell and have them fix whatever that is necessary. Thanks.
Uptime: 0 days, 0:00:55
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 512 / 3.008
Data Transferred (Sent/Received) [KB/KB]: 0,00 / 0,00
Output Power (Up/Down) [dBm]: 11,5 / 19,0
Line Attenuation (Up/Down) [dB]: 31,0 / 47,0
SN Margin (Up/Down) [dB]: 18,0 / 17,5
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 2
HEC Errors (Up/Down): 0 / 1
Uptime: 0 days, 1:08:05
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 512 / 3.008
Data Transferred (Sent/Received) [KB/KB]: 0,00 / 0,00
Output Power (Up/Down) [dBm]: 11,5 / 19,5
Line Attenuation (Up/Down) [dB]: 31,0 / 47,0
SN Margin (Up/Down) [dB]: 18,0 / 14,0
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 344
HEC Errors (Up/Down): 0 / 212 | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| I understand your point.
This situation happens with many customers and different DSL wholesalers (your provider).
The trouble request was processed.
Acanac received the report, that currently your line could handle the settings above.
Unfortunately, no other explanation were reported.
Practically, there is no way to discuss with Bell, why your line was 5 now is 3 neither to tell them that "nothing is changed".
I know you feel your line "should" be better but at this point all I can do is to request tickets. They should be described as "troubles". What the trouble is?
I asked everything you requested:
"Please check the line, send a technician if possible to verify everything, user side is correct, the speed was 5M, nothing changed, the line should handle 5M, and so on"
And the answer is that 3M AL1 /512 is the max they can do.
The case closed.
Please let me know if I can help you further.
Thanks | |
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