US Telco Support > CenturyLink > A few months later, the constant connection drops return...

A few months later, the constant connection drops return...

It could be a line issue, a bad port on the DSLAM, or a failing modem. It could also be a filter issue, or someone plugged in a phone, or other device, without a filter.

First thing to do is check all your phone jacks and wiring. Connect the modem directly to the NID and see if you still get the disconnects. Try another modem, or see if you can get the technician to replace it next time he come by.

reply to Weavy
Thanks for the quick response!

Line: If it is this, I don't know why the technician didn't fix it when he supposedly worked on the lines yesterday.

Router: It's only a few months over a year old, but this could be the possibility?

Phone: No phones plugged in anywhere.

NID: I'm not sure what this is?

Jacks: I've tried plugging the router into two different jacks, same result.

Computer: I've got two computers, one the modem is plugged into, one that connects wirelessly. When the ZyXEL pops up on one, it pops up on both when trying to access pages.

I assume it's the lines, since the last time this happened the technician came out, messed with the lines and everything went back to normal. However, if this is the case I'm not sure why they would claim the technician fixed the issue this time around when it hasn't.

The NID is the gray box on the outside wall where the line connects from the street. There should be a test jack inside there that you can connect the modem to for testing. The house wiring is disconnected when using the test jack, which helps troubleshoot where the problem may lie.

The modem can last for several years, but I have seen them die in a year or less. It is not uncommon for the power supply to fail, or a surge to cook the electronics.

There are many things that can happen to the line. Water intrusion, rodent infestation, and careless technicians are just a few. Every time the box is opened to connect a customer, or fix a problem, there is a chance that something gets bumped or damaged and causes a problem for someone else.

Ah, dang! I just remembered! About a week ago a lightning storm was in the area, and at one point it was so loud that it shook the house and immediately after my connection started dropping all throughout the night. The next day I figured out that lightning had struck one of the chicken coops around here and fried all the machines over there.

Could the lightning striking the chicken coop somehow have damaged the lines around here, or is that just a miraculous coincidence? And if it was the lightning that messed with the lines, what could it have done and is there anything my ISP can do to fix it?

Just keep calling until you get someone out to check the lines. They will fix whatever problems they find.
The lightning may have also damaged the modem.

A technician apparently came out yesterday and looked at the lines, nothing seems to be fixed. But I recorded the rough times (with a margin of error of 1-3 minutes, not the exact time it dropped) of when my connection dropped over the past day.

8:25 PM
10:25 PM
11:25 PM
12:30 AM
1:01 AM
1:31 AM
2:24 AM
5:23 AM
5:32 AM
8:23 AM

There seems to be a pattern here. If it were faulty lines, or a faulty router, or damage from the storm - why is there a pattern? Or are these things a coincidence?

I'm mostly confused as to why if CenturyLink sent out two technicians, neither of them were able to fix this. How strange.

I was having the same dropped connection issue with brand new westell and actiontec modem/routers...bought a cheap used zyxel 660 and it fixed my dropped connection issue. As mentioned by billaustin, if you can connect your modem to the outside jack and then see whether or not it stays up and running there would rule out your house wiring. What kind of modem/router are you using?

I have a ZyXEL 660 that was given to me when signing up. And I think I found the NID / outside jack that was talked about, but it's both screwed shut and actually bolted shut. So I guess I'll have to find a way to pop that open if I want to test it.

I guess my only real, accessible option right now is to buy a new router to see if that fixes it, unless I can find something to pop the bolt off with.

Post a picture. If it is a standard NID, you just need to undo the screw and it will open.

yep, the nid cover on mine is held shut with a 10mm bolt.

Just unscrew the bolt/screw and open the cover.

reply to Weavy
Hello Weavy,
The best thing to do is have our escalations group take a look. We are part of the executive office social media group and we have our own team of escalation staffed for DSL issues like yours. If you could, please end this info, with any screen shots, your address name and account info to TalkToUs@CenturyLink.com We will get you taken care of.
Regards,
Steve

reply to Weavy
Third time's the charm. Technician came back out, reset the lines around here and everything returned like normal.

I was having teh same issue. It started the "first" time a little over a year ago. Called support, techs came out, couldn't find anything wrong... blah blah blah. Finally gave up on getting it fixed, and just "dealt" with it. Eventually, it cleared up, so I figured they finally found the issue at their end. Well, the disconnects started again about 2 months ago. Every 30 minutes or so (sometimes more often), the modem loses sync, the dsl light blinks for a few seconds, then comes back on. Sometimes I can connect right away after the dsl light goes solid, but most of the time, I have to power-cycle the modem. I finally got fed up with the issue and used my Verizon wireless modem to connect to CenturyLink's live chat while the internet was down. The online rep did some checking, and finally told me I'm in a "broadband exhaust" area, and there is no estimate on when the issue will be fixed. It turns out this has been a known issue for them since DECEMBER! What "exactly" am I paying for with these people? My service was usually pretty dependable when it was still run by Embarq, but has only gone downhill since CentryLink bought them out. Maybe it's just me... but I find this kind of "service" totally unacceptable. Sounds like they're putting the "cart before the horse" by rolling out speed upgrades before they have the infrastructure in place to handle it. /facepalm

reply to Weavy
The problem is that the lines need to be reset, or something like that. Tell them you need someone to come out and reset the lines in the area, or the line that goes to your house.