Selected ISP Support > Sonic.net > Service Can't Seem To Be Fixed

Service Can't Seem To Be Fixed

Those speedtest results are not useful to tell whether or not you have any problems with your two DSL lines (and they would have to be both bad at the same time to account for the difference you are showing).

You are using a DSL modem with wireless capability. Was that speedtest done over a wired connection or wireless ?

Is it possible that someone else in the house was using up most of the bandwidth while you were running the 2nd speedtest ? Did you secure the wireless access to prevent one of your neighbors from using your Internet connection ?

What do the stats and error logs on the DSL modem show ?

In order for two DSL lines to go bad simultaneously I guess there could be a strong source of interference close to the lines. Any dimmers, electronically ballasted lights or other devices that may cause interference in your home ?
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It's not over wireless and I was the only user when it occured this time. Sometimes it completely goes down and I have no service. How do you check the stats? I will look and post back if you tell me what to look for.

I will follow the wire to the devise when I get home and see if there are any lights near by when I get home. Wouldn't the tech that installed it know not to place the wire next to that kind of stuff?

Thanks for your help.

are there dsl filters on all phone outlets in the house?
is there a burglar alarm system in the house?

did not see this answered yet...
is your wifi locked down and secured?

reply to Loy

reply to xan_user
To answer your questions:

I don't have a home phone, we each have wireless phones so I didn't install one because of telemarketing. I was only interested in the faster internet provided by two lines. The wire from the phone box is connected to the pole outside on one end and the Zyxel on the other.

No, I don't have an alarm system.

I left the settings that were pre configured by Sonic. There was a piece of tape on the Zyxel that had the key. But with the provided instructions from the post below yours I looked at the security tab and it lists this:
Network Authentication: WPS2-PSK
WPA Pre-Shared Key: ************
WPA Group Rekey Interval: 0
WPA Encryption: TKIP+AES
WEP Encryption: Disabled

Should that ^ be Enabled?

reply to leibold
Great instructions, thank you. Ok, here is the info.

Product Name: P-663HN-51
Software Version: 1.01(BOM.2)C0
Bootloader (CFE) Version: 1.0.37-10.2
Wireless Driver Version: 4.174.64.19.cpe1.1

WAN Info
Port/VPI/VCI = 0/0/35
VLAN Mux = Off
Con. ID = 1
Category = CBR
Service = mer_0_0_35
Interface = nas_0_0_35
Protocol = MER
Igmp = Disabled
QoS = Disabled
State = Enabled
Status = Up

ATM Interface Statistics
In Octets = 79937670
Out Octets = 18971852
In Errors = 0
In Unknown = 0
In Hec Errors = 29
In Invalid Vpi Vci Errors = 3
In Port Not Enable Errors = 0
In Idle Cells = 0
In Circuit Type Errors = 0
In OAM RM CRC Errors = 0
In GFC Errors = 0

Statistics -- ADSL2

Mode: G.DMT
Type: Interleave
Line Coding: Trellis On
Status: No Defect
Link Power State: L0

Downstream Upstream
SNR Margin (dB): 8.7 7.0
Attenuation (dB): 58.0 31.5
Output Power (dBm): 17.9 12.5
Attainable Rate (Kbps): 4544 1088
Rate (Kbps): 3424 896
MSGc (number of bytes in overhead channel message): 1 1
B (number of bytes in Mux Data Frame): 107 28
M (number of Mux Data Frames in FEC Data Frame): 2 8
T (Mux Data Frames over sync bytes): 1 1
R (number of check bytes in FEC Data Frame): 16 16
S (ratio of FEC over PMD Data Frame length): 2.0000 8.0000
L (number of bits in PMD Data Frame): 928 248
D (interleaver depth): 16 4
Delay (msec): 8 8

Super Frames: 5251825 5251823
Super Frame Errors 800 837
RS Words: 178562062 44640495
RS Correctable Errors 4882 1040
RS Uncorrectable Errors 967 N/A

HEC Errors: 22 0
OCD Errors: 0 0
LCD Errors: 0 0
Total Cells: 720981199 0
Data Cells: 37250172 0
Bit Errors: 0 0

Statistics -- ADSL2

Mode: G.DMT
Channel: Interleave
Status: Showtime

Downstream Upstream
SNR Margin (dB): 6.3 8.0
Attenuation (dB): 58.0 31.5
Output Power (dBm): 19.3 dBm 12.5 dBm
Rate (Kbps): 4000 928
Super Frames: 5309291 5309294
Super Frame Errors: 134 57

LPR Errors: 0
HEC Errors: 29
LCD Errors: 0
Total FE ES: 0
Total ES: 27
Total SES: 0

The system Log was off. I want to turn it on but what do I put in the Server IP Address: 0.0.0.0 and Server UDP Port: 0. I'm pretty sure they shouldn't be zero. Right?

Oh, one other thing. Sometimes I turn the Zyxel off and back on per the tech's instructions and the problems go away for a while. Also, I probably shouldn't mention this because your going to think I'm nuts but there is really high winds outside today and service has been consistently great today. This is probably the stupid part. Is it possible for there to be a problem with the AT&T wires connected to the house and the wind fixed it?

Thanks again for your help.

Given the intermittent nature of your service, it's very possible that there are problems with the AT&T plant. However, anything that "the wind" fixes (maybe blowing water out of some connections) will soon return. Intermittent wiring is extremely difficult to find, since it always seems to work just fine when there's a tech available to look at it, failing only after they leave.

Something about Murphy, or something.
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- Bill

reply to Loy
Update.

Thanks to all for the help. Sonic determined that there might be something wrong with the DSL modem and are sending me another one to test. I appreciate the help given by the members here and my son in law who has been reading this forum and trying to help me sort this out remotely. I guess daughters do have some value after all. Thanks Ted

Last update:

The new modem did not fix the problem. AT&T was called out to the house once again. They worked outside for a good half hour and reported that they found loose connections in the street wiring. Since they fixed the wiring the internet is working great.

reply to Loy
Hmm, it looks as if a couple of your questions never got answered.