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Steve90
join:2012-06-06
Leicester, NC

Steve90

Member

Help Needed: Netopia-3000/4557776 Keeps Disconnecting

Hey everyone, I found this forum while searching for my problem and I'm hoping some of you can help me with my problem. We have AT&T DSL and a Netopia-3000/4557776 modem./router. It's great...when it works! For the past year and a half the internet keeps disconnecting and reconnecting. We have been battling with AT&T and they claim they fix the problem but it never works. Our line has had some noise issues but they claim they fixed it. Sometimes the internet disconnects 3 times a day and other times it disconnects up to 12 times a day. I will include a log that highlights events during the most recent disconnect. Please let me know if you need more info and most likely where I can find the info. Again, I really want to solve this. There is no reason why I should be paying for a RELIABLE connection when it's not reliable.

Does this seem like it's a problem with the router/modem or their lines?

6/6/12 08:02:21 AM L4 RFC1483-1 up
6/6/12 08:02:22 AM L3 PPPOE: Sending PADT packet for PPP , Session 0x013c is closed
6/6/12 08:02:22 AM L3 Host-Uniq 00000011
6/6/12 08:02:22 AM L3 AC-Name=LCSRNCMA61W-8Y034090501996
6/6/12 08:02:22 AM L3 Service-Name=ANY
6/6/12 08:02:50 AM L3 lcp: LCP Send Config-Request+
6/6/12 08:02:50 AM L3 MRU 0x5d4+ MAGIC 0x9fed4586+
6/6/12 08:02:50 AM L3 lcp: LCP Recv Config-Req:+
6/6/12 08:02:50 AM L3 MRU(1492) (ACK) AUTHTYPE(c223) (CHAP) (ACK) MAGICNUMBER
6/6/12 08:02:50 AM L3 (783142a) (ACK)
6/6/12 08:02:50 AM L3 lcp: returning Configure-Ack
6/6/12 08:02:50 AM L3 chap: received challenge, id 1
6/6/12 08:02:50 AM L3 chap: received success, id 1
6/6/12 08:02:50 AM L3 ipcp: IPCP Config-Request+
6/6/12 08:02:50 AM L3 ADDR(0.0.0.0) DNS(0.0.0.0) DNS2(0.0.0.0) WINS(0.0.0.0)
6/6/12 08:02:50 AM L3 WINS2(0.0.0.0)
6/6/12 08:02:50 AM L3 ipcp: IPCP Recv Config-Req:+
6/6/12 08:02:50 AM L3 ADDR(74.250.176.1) (ACK)
6/6/12 08:02:50 AM L3 ipcp: returning Configure-ACK
6/6/12 08:02:50 AM L3 ipcp: IPCP Config-Request+
6/6/12 08:02:50 AM L3 ADDR(0.0.0.0) DNS(0.0.0.0) DNS2(0.0.0.0)
6/6/12 08:02:50 AM L3 ipcp: IPCP Config-Request+
6/6/12 08:02:50 AM L3 ADDR(74.250.176.195) DNS(205.152.128.23) DNS2(205.152.37.23)
6/6/12 08:02:50 AM L3 ipcp: negotiated remote IP address 74.250.176.1
6/6/12 08:02:50 AM L3 ipcp: negotiated IP address 74.250.176.195
6/6/12 08:02:50 AM L3 ipcp: negotiated TCP hdr commpression off
6/6/12 08:02:50 AM L3 TR-069: Connect to 64.186.176.213 Retry 0
6/6/12 08:02:54 AM L3 SSL: Handshake Success
6/6/12 08:02:54 AM L3 SSL: Connect Success: patthdm2.att.motive.com
6/6/12 08:02:54 AM L3 SSL: Certificate Verify Success: patthdm2.att.motive.com
6/6/12 08:02:54 AM L3 TR-069: Post Inform - reason 4 VALUE CHANGE
6/6/12 08:02:55 AM L3 TR-069: Closing connection on HTTP 204
6/6/12 08:02:55 AM L3 SSL: Closing Connection: patthdm2.att.motive.com
6/6/12 08:08:03 AM L4 HTTP: "admin" host 192.168.1.6 logging out (timing out)
medbuyer
join:2003-11-20
Memphis, TN

medbuyer

Member

post your stats here so we can see how your line is behaving...

what package do you have?

lastly, when you said Netopia 3000, did you mean 3347-02-XXX?
Steve90
join:2012-06-06
Leicester, NC

Steve90

Member

It's a Netopia Model 3347-02. We currently have the Xtreme plan.

Where can I find these stats?
medbuyer
join:2003-11-20
Memphis, TN

medbuyer

Member

said by Steve90:

It's a Netopia Model 3347-02. We currently have the Xtreme plan.

Where can I find these stats?

take a look here...here... »toast.net/support/a238/d ··· tats.png and here...»support.toast.net/KB/a23 ··· tup.aspx

then read this...»AT&T Southeast Forum FAQ »How do I check modem stats & event logs? What do the numbers mean?
Steve90
join:2012-06-06
Leicester, NC

Steve90

Member

Thanks for the information. I believe this is what you're looking for.

ADSL Line State: Up
ADSL Startup Attempts: 21
ADSL Modulation: DMT
ADSL Data Path: Interleave
Datapump Version: DSP 7.5.2.202, HAL 7.5.2.1

Downstream Upstream
---------- ----------
SNR Margin: 13.50 26.00 dB
Line Attenuation: 51.00 29.50 dB
Output Power: 0.00 0.00 dBm
Errored Seconds: 0 0
Loss of Signal: 0 0
Loss of Frame: 0 0
CRC Errors: 14 0
Data Rate: 3520 384
medbuyer
join:2003-11-20
Memphis, TN

medbuyer

Member

said by Steve90:

Downstream Upstream
---------- ----------
SNR Margin: 13.50 26.00 dB
Line Attenuation: 51.00 29.50 dB

SNR values...

11dB-20dB is good with no synch problems

higher would be better...

Line attenuation

50dB-60dB is poor and may experience connectivity issues

obviously, this is your weakest point, causing your SNR values to suffer..

"Measure of how much the signal has degraded between the DSLAM and the modem. Maximum signal loss recommendation is usually about 60dB. One of the biggest factors affecting line attenuation is distance from the DSLAM. Generally speaking, bigger distances mean higher attenuation. The lower the dB the better for this measurement."

Do you have the ability to connect your modem directly at the NID?

if you do, try that and post stats here too...
Steve90
join:2012-06-06
Leicester, NC

Steve90

Member

I checked out the NID for our home but I have an Alarm system so I'm afraid to tamper with the wires.
medbuyer
join:2003-11-20
Memphis, TN

1 edit

medbuyer

Member

said by Steve90:

I checked out the NID for our home but I have an Alarm system so I'm afraid to tamper with the wires.

no need to mess with all the wires...should look like this...



see where the red wire goes? that's a dsl splitter. it splits the voice and data signals coming from your att line. my orange/orange-white pair is data / dsl going inside my house which connects to a modem. the blue / blue-white pair is voice pair that goes inside and gets distributed all over the house.

there should be a similar one inside your NID and a socket to plug a phone cord that you can use to connect your modem and laptop / pc to get stats.

if you don't have one like that, then maybe that's one of your problems. do you have an dsl splitters inside your house?

prem tech
@comcast.net

prem tech to Steve90

Anon

to Steve90
its important to know what your getting at the NID but if you have a alarm you need to have a dsl splitter filter installed in your NID by AT&T and most important is you need to have a dedicated line from that splitter to your modem. a low voltage tech can run one for you and maybe install the splitter filter for you. it would help to find out how far u r from the CO as well. f u dont have a dedicated line for your modem then ur alarm is whats killing your connection
medbuyer
join:2003-11-20
Memphis, TN

1 edit

medbuyer

Member

said by prem tech :

f u dont have a dedicated line for your modem then ur alarm is whats killing your connection

uhhmm....I got a few friends who don't have dsl splitters inside their NID and got alarm hook ups but don't have sync issues...

besides, I've never seen alarm hook ups directly connected at the NID. it's always within those spaghetti wires in the attic where low voltage guys do when builders wire the house.

his line attenuation points to issues with his ATT DSL line anyway, that's why I asked him if he could do a test at the NIDso he could isolate his inside wiring.

pointing to his alarm as the culprit sounds like an easy excuse to skirt real troubleshooting.

to the OP:

take a shot of your NID and post it here. let's see how it looks like inside.
Steve90
join:2012-06-06
Leicester, NC

Steve90

Member

Here is the NID:



And here are the stats connected directly to the NID:

ADSL Line State: Up
ADSL Startup Attempts: 1
ADSL Modulation: ADSL2(Anx L)
ADSL Data Path: Interleave
Datapump Version: DSP 7.5.2.202, HAL 7.5.2.1

Downstream Upstream
---------- ----------
SNR Margin: 14.50 8.10 dB
Line Attenuation: 47.60 27.40 dB
Output Power: 18.40 10.54 dBm
Errored Seconds: 0 0
Loss of Signal: 0 0
Loss of Frame: 0 0
CRC Errors: 0 0
Data Rate: 3549 380
medbuyer
join:2003-11-20
Memphis, TN

1 edit

medbuyer

Member

said by Steve90:

Here is the NID:
[att=1]

And here are the stats connected directly to the NID:

Downstream Upstream
---------- ----------
SNR Margin: 14.50 8.10 dB
Line Attenuation: 47.60 27.40 dB
Data Rate: 3549 380

so inside this is your reading...

Downstream Upstream
---------- ----------
SNR Margin: 13.50 26.00 dB
Line Attenuation: 51.00 29.50 dB
Data Rate: 3520 384

the SNR Margin went up 1.0

the Line attenuation went down to 47.60 from the previous 51.00 indicating a better connection but still not excellent. 40dB-50dB being good...anything above 50 is just not going to cut it.

now, what that means is that something inside your house wiring is degrading the dsl signal.

do you have a homerun from that NID? »AT&T Southeast Forum FAQ kindly post a pic of how your modem is connected.

you see that pair of wire in your NID just above the blue / blue white? that's your dsl signal pair which your modem should be connecting to. no more splitters needed after that wire.

1st pic I posted above shows an orange / orange white pair....and below, shows a pic of that same orange / orange white pair inside my Leviton panel where I can connect my dsl modem directly...



lastly, did you every try using a different modem? or even just a new power supply?