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[BC] DSL Connection Unable To Hold Sync At Night

Line quality··· ISP.zip 5,129 bytes (Line quality test packet loss and latency DSLReports.com, ISP Information.htm.)

You should call TELUS and have a tech check out the line. There is definitely not normal.

^ Yes I have already tried calling them a number of times. Its the same old routine (power cycle the modem). They ask the same questions and in the end I get nowhere. That is why I came here to see if someone with a bit more knowledge could help.

reply to Miked123

I'd suggest (politely) insisting on a tech to come check things out. Ask the support person helping you to check the previous tickets and state it is happening constantly.
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- The content of this post is my opinion, and does not reflect the opinions of my employer. -

reply to AnonDSLGuy
I spoke to the basic Telus tech support reps and they sent me the Actiontec V1000H. I've only had it for a couple days and since setting it up, I've had this syncing problem.

UPDATE: All things seem to be working properly (cross fingers/ knock on wood!) as I have not had any disconnects tonight or errors.

If this problem reoccurs I will take your advice and see if I'm on a PhyR profile. I don't even know what these technical terms mean nor do I have a vast computer knowledge.

I appreciate the helpful advice and hope I don't run into any more problems.

Well it looks as if I spoke too soon. I'm still experiencing frequent disconnects. Guess I'll try phoning telus tech support and see if i'm on a PhyR profile and then try and convince a telus technician to come out to check my lines.

reply to Miked123
I actually have this exact same issue. I'm working through a Consumer VIP Team member in PG to get my issues resolved. So far we've replaced POTS Splitters, and wiring to/from the modem with known good cabling. A technician also replaced some ugly wiring at the Demarc for my suite to use a proper terminal block instead of marrettes (the heck?).

Next course of action is a replacement modem. Apparently there is a "newer version" of the Actiontec V1000H with new firmware on it that they're going to drop in to see if that cleans things up. I'm across the street from the DSLAM in my area, so that shouldn't be an issue either.

reply to Miked1234
It sounds like you need a technician and a POTS filter. I had problems years back and the filter fixed all the noise issues. I have an isolated jack, which I use for the router and one wireless phone, it works fine and has for years.
The speeds from Telus seem to be a little unstable and a restart of the router every few months seems to fix it for a while.

I would also make sure that you plug the new Action tec router into a good surge protecting power bar, as these devices really get messed up in lightning storms. The router can either be destroyed or severely damaged causing intermittent to permanent disconnects and timing issues (usually sync and speed problems).

I would also change out telephone extension cables and also try upgrading the network cable to a high quality (CAT 5E or CAT 6 grade). White Noise in the system can be reduced through cable swapping and filtration. Filtration being the most effective for building noise elimination.....I highly recommend this to everyone.

The AC voltage is also a very bad noise inducer, so try and keep power cables away from communication cables. Noise is transmitted by induction from high current cables, as well, so try and keep the cables spread apart. My surge protector has some phone-line surge protection, which also seems to provide static white noise suppression. Eliminating noise isn't easy, but isolation by a filter is probably the most effective.

Good luck
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Alberta Lakes belong to all Albertans, not just the developers!

reply to Miked1234
It sounds like you need a tehnichan and a POTS filter. I had problems years back and the filter fixed all the noise issues. I have an isolated jack, which I use for the router and one wireless phone, it works fine and has for years.
The speeds from Telus seem to be a little unstable and a restart of the router every few months seems to fix it for a while.

I would also make sure that you plug the new Action tec router into a good surge protecting power bar, as these devices really get messed up in lightning storms. The router can either be destroyed or severely damaged causing intermitent to permanent disconects and timing issues (usually sync and speed problems).

I would also change out telephone extension cables and also try upgrading the network cable to a high quality (CAT 5E or CAT 6 grade). White Noise in the system can be reduced through cable swapping and filtration. Filtration being the most effective for building noise ellimination.....I highly recommend this to everyone.

The AC voltage is also a very bad noise inducer, so try and keep power cables away from communication cables. Noise is transmitted by induction from high current cables, as well, so try and keep the cables spread apart. My surge protector has some phoneline surge protection, which also seems to provide static white noise suppression. Eliminating noise isn't easy, but isoation by a filter is probably the most effective.

Good luck
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Alberta Lakes belong to all Albertans, not just the developers!

reply to Miked123
Today for some reason I'm having constant disconnections.
Guess the only solution is to make an appointment with a tech. to come to my house and diagnose the problem. This is very frustrating!!!

reply to Miked123
Who ever installed your 15MB service did you a disservice by not installing a POTS splitter.

Our current standards are any DSL speed 15MB and up REQUIRES a tech install for a POTS splitter.

Is the drop wire to your house aerial or underground? If it's aerial the tech should also clear cap at the splice up on the telephone pole. If he/she tells you any different than ask to speak to his/her manager as some techs don't like to climb poles.

Symtex...if you already have his account info check the outside plant to see if he's out of an RA or ENC.

If it's buried drop, then the pedestal should still be checked for bridge taps. Granted a tech may be more likely to check for BT's at a ped as opposed to going up a pole. If it is aerial, that doesn't necessarily mean there's bridge taps. It could be dedicated pairs to the binding posts in the terminal.

Shouldn't the 'dsl expert test', aka blast test also show potential bridge taps? That should've been done on any dsl / tv install too correct?

reply to Miked123
A Telus technician came over to diagnose the problem. A pots splitter was installed. As it stands now I am still experiencing sync issues. I don't know what else to do...

BC Boy: How do I check to see if my drop wire is aerial or underground?

One thing I did notice is that my NID box is a mess with tons of wires. I can take a picture if it might help.

I also have an alarm system that is not monitored. I made sure to disconnect the phone line connected to it.

I have 2 separate telephone lines inside. I don't know if that would play a factor either.

I have used the tracert command and found high latency results.
I ping my gateway and get high latency also

Well that sucks the tech didn't fix the problem. Did he leave you his card? If so call him. If not, I would put your angry hat on, call the repair dept back and tell them nothing was fixed, threaten cancellation and request a rushman dispatched to your house . A rushman is normally a more senior tech who does nothing but fix difficult problems normal techs might have problems with.

In the meantime, the drop wire is the wire that feeds the service from the street to your premise.

Find the NID on the side of your house. If it's aerial you should be able to trace the wire from the NID up to the top of the house then over to a pole.

If it's underground you will more than likely have conduit coming from the ground up to the NID.

reply to Miked123

Ping Yahoo

NID BOX1

NID BOX2

reply to Lakebottom
We had a very bad week of lightning storms 2 weeks ago and we lost the entire phone system in the house. I trouble shot it after calling Telus and fond the problem. The phone jack on the POTS filter was shorted out causing all jacks to fail in the house. I have requested a new filter and Telus insists they install it. OK we can do that.
It was a coincidence that I praised the filter and then it got 'Zapped' by mother nature.
The Internet continues to work on the 'Zapped' filter and I have disconnected my desk phone from the filters phone jack location....now waiting for a house call. I was transferred on the phone call, about 4 times before I got a technician in Edmonton.
It took about 2 hours of conversations to get this request approved....
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Alberta Lakes belong to all Albertans, not just the developers!

reply to Miked1234
I would also suggest using a surge protector on all your computer equipment and the phone line. The protector I use has a 'Telephone In' and a 'Telephone out' jack set. It seems to help with some noise issues as well as surge protection.
The Zapped filter could not have been protected as it is installed directly to the pin block and then distributes the communication signals to the residence. The filter actually protected the house circuits from the surge by burning out. I suspect this is how I lost a couple of other routers before the filter installation. I will ask to have the grounding check on the circuit coming from the NID.
Make sure the NID is grounded, ask the Tech to check.

The Tech can also do a Network test which tests a pulse leaving the building. He is simply testing the signal integrity. A hard working tech will keep tracing the signal all the way to the pole or the pedestal depending on your line connection. You can ask to have the spare pair used if the tech suspects a twisted pair is damaged.
The communication line is made up of 2 twisted pairs and normally only one pair is used, with the other being a spare. If both pairs are damaged then Telus will have to trench a new communication to your house or string a new line overhead.

The pedestal/pole is wired to backbone cable set (usually a 100 pair cable) which goes back to cable vault underneath the local exchange building. Inside the building is switching gear and other gizmos. The switching gear, I believe is called the 'DSLAM' and it also has spare junctions, which the Tech can use to avoid damaged cables.

Good luck.
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Alberta Lakes belong to all Albertans, not just the developers!