capnbdhi
join:2012-02-09
Beverly Hills, CA | Is this a Router, Modem, or Apartment Wiring Problem This has been happening on and off for the past year or so:
Modem: ActionTec M1000
Will be working great, then randomly the Internet light will go black, then after a few seconds start flashing green, and after any where from 5-30 seconds of flashing it will connect and work fine for anywhere from a few seconds to 15 minutes and then do it all over.
This has been happening for the last 2 of the 3 years Ive been with Qwest/CenturyLink (the first year was solid, uninterrupted service). It will do this for a week or two straight, and then won't happen again for a couple of months.
I have updated the firmware, called tech support at least a half dozen times. All they found was that when my connection was working, it still wasn't running as quickly as my subscription should. They have sent out a service tech to check the lines outside and haven't found anything (the box wasn't checked, due to its very hard to reach place, instead the connection from the electric pole was, in other words, the connection at the box to the pole was not checked).
This is why I am wondering if it is indeed the wiring from pole to the box OR the wiring from my box to my apartment. The box is very hard to access so it would only be my last ditch effort to use the test connection on the box itself and eliminate the the latter possibility instead.
Router: LinkSys WRT54GL, firmware is up to date. Never had problems, not sure how to check if there is.
PC: Only computer on a wired cat5 cable direct to the router. Happened with previous model computer as well, wired the same.
Any ideas where to start? Ive tried everything instructed to me by customer service tech support and manuals of both router and modem.
I know there is a ton of technical data that would probably help if provided, but i don't know what would be helpful, or how to find/report said data. I can however, figure it if asked.
Any advice is welcome. If you would like any further information, please just ask.
Thanks!
B |
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| When I first got the old slow 1.5mb service using ADSL on the ancient 50 yr. old phone lines it did that all the time, mostly because the distance was way too long at 21,600 ft. when the limit is supposed to be 18,600'. The only solution for me was to wait until they could connect me to the new fiber network that was just installed down my street. If your DSL modem has a GUI you can log into that displays some info about the connection you can check it to see what's happening. I suspect the Attenuation is too high and SNR is too low causing the modem to disconnect and retrain often. If you get an attenuation reading of 50-60db instead of 16db or so and have a lot of retrains then your phone line is bad or too long. If the distance isn't too long but attenuation is too high you can get C/L to repair the line but if the distance is too long about all you can do is move or wait for a new fiber update but that might not be an option if you live way out in the sticks. |
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| reply to capnbdhi
Internet light goes black = most likely issue with modem, wiring or telco equipment if "internet" light is also the "DSL is trained up to the CO" light)
If so, dont waste time troubleshooting your home network or pc;s....
DSL equipment has metrics that can show the performance of a circuit. It should be able to show errors and/or information related to modem resets......typically called Unavailable Seconds or something close......
A local tech probably will not have access to this equipment at a diagnostics level.
I'd recommend you call their technical support. You may need to be a pest until they get you to someone who can get to the right place on the equipment. I dont know their support structure so that may be painful, but you should be able to get through if you are persistent. Call during the day, typically the people who have admin access are day shift.
You may be able to answer the question about the modem lights if you google search the modem brand and model. Most mfrs have manuals or explanations. |
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capnbdhi
join:2012-02-09
Beverly Hills, CA | reply to ArizonaSteve
If your DSL modem has a GUI
ActionTec M100 - How do I find this out. And if it does, where would i be able to log into it? By logging into the Modem admin? |
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capnbdhi
join:2012-02-09
Beverly Hills, CA | reply to xsquid40
Internet light goes black = most likely issue with modem, wiring or telco equipment if "internet" light is also the "DSL is trained up to the CO" light
This is the second modem (same model) that qwest provided, and the issue carried over as well.
Not sure if the internet light is also the Dsl is trained up to the CO light. How can i find this out? |
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| Best way is to ask their technical support. The telco has logs of when your modem registers. You can help substantially by keeping a log of what you see over several days or hours. The telco has a staff that can identify this for you.
Most likely the technical support you've talked to can replace modems and send out field technicians. You need to get to the systems people who can investigate the logs for your exact modem and dsl circuit.
Dont be afraid to demand an escalation. Keep in mind this could very well be a local wiring issue. Thing is that the local tech will have a hard time finding it if it is intermittent. The only way to narrow it down is to eliminate possibilities. That may include having them rewire things and there could be charges, which are probably reasonable. |
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 billaustinthey call me Mr. BillPremium,MVM
join:2001-10-13
North Las Vegas, NV
kudos:2 | reply to capnbdhi
This is a wiring issue. Determining where the problem is will be difficult, due to your described situation. You need to check your own internal wiring for shorts, corrosion, or other visible issues. Check ALL your phone jacks for filters, you may need to replace them. Unplug everything but the modem and see if the problem continues.
Why is the NID so difficult to get to? Unless you can resolve this issue, you won't get much help from the CL tech. They will do what they can, but are not going to go out of their way to help if there is an access issue.
If this is a home with older wiring, you will get a better connection with a separate cable run from the NID for the modem. This is done with a whole-house filter at the NID. Again, the access issue is working against you.
After you have done all you can, if you can't get support to send another tech for a line check, contact the support team. Send an email with the problem description and your account and contact info to: talktous@centurylink.com |
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capnbdhi
join:2012-02-09
Beverly Hills, CA | said by billaustin:Why is the NID so difficult to get to?
Its just in a really weird place on the roof of the car port, the techs they have sent didn't have boom trucks to be able to reach it. It can be reached by ladder, except this requires walking on an old carport roof which they refused to try.
So, it sounds like if I get access to the box and run a Ethernet cable from there straight to my modem, that would make it possible to eliminate the possibility of my apartment wiring.
Also, there is only one phone jack in the house, and the only thing plugged in is the modem (no phones, or anything else)
I really wanted to be able to rule everything else out before this last step. I wonder if there is some way to test the phone jack for signal strength (to effectively "check" the wiring in my apartment)
I really appreciate the help. I know there are tons of tests and diagnostics that can be run for better information, but Im just not sure how/what to run.
I will try calling TS on a weekday during normal US business hours as the last 3 times Ive spoke with TS has been a lower level customer service rep that asks me to do a billion different things, only for them to tell me they can figure out what the issue is, and they will send out a tech. The tech comes and goes without me ever knowing it and all i get is a notification that the signal strength at the phone pole is fine (so they can not know if its anything after that.)
Would it be worth having them send a tech, and have him check the wiring in the apartment, do they even do that? |
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billaustinthey call me Mr. BillPremium,MVM
join:2001-10-13
North Las Vegas, NV
kudos:2 | Unless you have an inside wire maintenance agreement, there is usually a charge to check the inside wiring.
Log into the modem and get the line stats. The most helpful numbers are the upstream and downstream readings for SNR and Attenuation.
It may take some effort, and an extension cord, but if you can get the same readings at the NID it will help determine where the problem is. There should be a test jack inside the NID where you can connect the modem to get the readings.
If there is a significant difference between the readings from your phone jack and the NID, then the problem is the wiring between the NID and your phone jack.
If you can post the numbers, and a picture of the open NID, it will help. |
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capnbdhi
join:2012-02-09
Beverly Hills, CA | ok, looks like i will be climbing to the roof tonight:P
I will post all results and an image of the box when i can, either tonight or in the morning.
Thanks! |
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1 edit | reply to capnbdhi
Check the user manual? Or find out where your PC is connecting for the Gateway, such as 192.168.0.1, and put that in your browser. I'm not familiar with units that old so I Googled it but didn't find much. Newer units like the ZyXEL PK5000z and Q1000 return quite a bit of info such as power, attenuation, SNR though and the 5000z even shows an estimate of loop length. |
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Mr Matt
join:2008-01-29
Eustis, FL
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| reply to capnbdhi
Typicial residential interior NID |
The image shown is a typical NID normally installed in a kitchen with special screws to retain a wall phone. There is a version that does not have the jack that is typically installed in the utility room near the electrical panel. The black wire jumpers connect all inside wires to the network interface jack. The telephone company is responsible for all wiring up to the network interface jack. The customer is responsible for all wiring connected through a jumper. If the original installation did not conform to FCC regulations your telephone company should relocate the NID at no charge inside your apartment. Under no circumstances should you have to climb out on the carport roof to gain access to the NID. |
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| That has changed.. As long as the SNI is newer with a registration JK for customer access (testing) it no longer needs to be placed inside the Apt. But The access point SNI, Wall Terminal ect.. must be 36 inches from the ground. I would call and have them move it (relocate) for easy access. Hey, and if they don't move it lower they can never charge you a trouble isolation charge.  |
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| reply to capnbdhi
Hello there, everyone!
If you're having DSL connection issues of any kind, our escalation team would be happy to see what can be done to rectify the issue. Let us know how we can help by emailing your account information and details of the problem.
TalkToUs@Centurylink.com
Thanks!
-Doug
@Centurylink Help Team |
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| POSTING FROM WORK SO CANT SIGN IN.
Sure enough just like the last 3 years this problem happened for about a week and now has gone away. DSL has worked perfectly since Friday 2-10. This is why this issue is so strange. Century link tech support has told me every time that there is nothing wrong on their end. So how does this issue occur then go away for a few months only to comeback again if it is a wiring issue?
At any rate it works now so I guess ill just leave it be until it happens again.
Soon weird... |
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| That is definitely strange! Those 'needle in a haystack' issues are the most frustrating because it's tough to know where to start troubleshooting... especially when the tests appear normal.
Well, let us know if there's anything we can help with.
-Doug |
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