| [DSL] Connection down, but TekSavvy and Bell say nothing's wrong Perhaps the good folk of this forum can help me with my technical support quandary. I’ve been without my DSL internet access for the better part of 3 days now.
Let me start by saying I use a wireless router but for the purpose of diagnosing, I have removed it from the equation. I use the SpeedTouch STS-516 modem provided by TekSavvy. Out of the blue on Monday afternoon, my modem connection dropped and hasn’t come back since. The Internet and DSL lights on my modem are almost always dark (DSL light will flicker every few minutes and quit, presumably checking for internet). I’m in Hamilton West, if that matters.
Called TekSavvy, they walked me through logging into the modem’s web interface, resetting everything to what it should be… Routed PPP, VCI = 0.35, username/password, etc. Doesn’t help. From their end, it looks like my connection is fine. Tried some other things, factory reset, power cycles, different phone cords, etc. Technician on the phone (Both people I dealt with were wonderful) suggested that I try to plug my modem in at someone else’s house that has DSL. Thankfully was house sitting for my neighbor who uses Sympatico, so I plugged it in and waited a minute. Soon all 4 lights were blinking away happily, so my modem is fine. That’s good at least. Technician told me that we had to make sure it was nothing on our end, because sending a Bell tech will cost $80~ if they find the fault is on our end. I had a ticket put in for a Bell guy to come between 5-8PM the next day.
Fast forward, waiting around, technician never comes. Test modem repeatedly throughout the night, nothing’s changed. TekSavvy emails us (using webmail on our phones at this point) that there has been a recent update on our ticket with Bell. Noone came to the house, but I was only half expecting that.
This morning I called TekSavvy to see what the “update” was, given my connection is still down. Apparently Bell checked the connection, said all was good on their end and that there shouldn’t be any issues. I’m in the office at the moment, but TekSavvy wants to walk through determining the “phone number” for our dry loop connection, and troubleshooting from there. My wife will likely be walking through this stuff tonight, as I won’t be home till very late. So all that being said, does anyone have any other ideas, things I can try, anything that might help us get back online, considering everything looks “good” on TekSavvy and Bell’s end? |
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 DrZEUS
join:2004-01-13
Mississauga, ON | Re: [DSL] Connection down, but TekSavvy and Bell say nothing's w Bell may have removed you from the remote/co to another one and consequently caused your line not to be mapped properly. Just cause Teksavvy and Bell are getting line stats doesn't mean its coming from you. Happened to me once.
If you have DMT, check your stats and ask TSI to post the stats they have on your line. Compare and see if they are somewhat similar (usually there is a slight variation). Check and compare your sync especially. If the profiles are way off, then most likely its a mapping issue.
Good luck. |
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 OinktasticLet them use fibre
join:2005-08-24
Scarborough
kudos:2
 ·localphone.com
 ·TekSavvy DSL
| reply to ReasonablMan
I suspect this may be a case of your line not being properly mapped. In other words, they thought your line was someone else's. It happens.
Because of this, someone at Bell has probably unplugged your linecard by mistake (basically, they've turned off your DSL on their end).
Turn off your modem and ask someone at TSI if they can see your line-stats. If they can, and your modem isn't even powered on, then they're seeing someone else's stats in error. If this is the case, your line is mapped incorrectly in their software (lantern), and Bell will have to fix this. Get the same someone at TSI to submit a ticket or whatever they do in this case to correct a line mapping issue.
Once that is sorted out, Bell should be able to figure out which connection is yours on their end and re-enable it. I'm not sure if they can submit a reconnection ticket at the same time. It might have to be done in steps.
If I'm way off and the line is indeed mapped correctly, post back here and we'll go from there. If they see everything as correctly working on their end, and you've got nothing on yours, then it's fairly likely to be a mapping issue, though (besides the fact that they've disconnected you).
Good luck!
Edit: DrZeus beat me by a couple of minutes. |
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| Is this what is called PIE? Pulled in error? |
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 twizlarI dont think so.Premium
join:2003-12-24
Brantford, ON
kudos:3 | reply to ReasonablMan
Your line probably isn't mapped properly. Happens quite frequently. |
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 TSI MartinPremium
join:2006-02-23
Chatham, ON
kudos:23 | reply to ReasonablMan
Could you please post in the » TekSavvy Direct forum or send me a PM please.
TSI Martin 
Regards,
Martin |
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| Did that. They called my wife and the only conclusion they arrived at is that unplugging our modem doesn't change how things looks on their end. Yeah, I know that already. It's not mapped right. We have gotten the run-around twice now and patience is wearing thin as we've literally spent hours and hours on this, and have been out of service all week. We tried the modem somewhere else (which personally I think is a bit of an odd request). They sent a tech out which we waited around for, this accomplished nothing. The last time my wife called, they told her she had to hunt down a phone to do a test to determine the phone number on the jack. We use dry loop and don't have a phone, I'm certainly not picking one up just for this. Staying on the line for 30+ minutes has resulted in dropped calls twice. I cannot emphasize more how much of a frustrating time suck this is. We are running out of phone minutes and mobile data. And now it looks like we'll have no access all weekend.
Getting increasingly disappointed here. The service on the phone is fine but as far as accountability towards this issue, I'm getting nowhere at all. THE LINE IS NOT MAPPED PROPERLY, DO WHAT YOU NEED TO DO TO FIX IT. People on this thread were easily able to identify the problem, why can't TSI do the same? |
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| Called back... got someone after an hour. A bit of a catchup on the history of the ticket, asks me what kind of modem I'm using, then an insight from TSI that Bell has somehow upgraded our line to 25mbps when we're supposed to be on 16. A new ticket was placed with them to match the correct profile, and I was assured this is something they can do remotely and quickly, and should be back up on my feet soon. Fingers crossed... and I must reiterate the tech support people have been great... but that only goes so far to relieving frustration! |
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 PlatooN
join:2007-02-13
Kitchener, ON | reply to ReasonableMn
said by ReasonableMn : People on this thread were easily able to identify the problem, why can't TSI do the same?
If TSI wants to match my 75000 a year salary ... i'll come do support for them.
take it easy on the support staff, they do their best and WOULD have arrived at the same conclusion. |
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 TSI GabePremium,VIP
join:2007-01-03
Chatham, ON
kudos:2 | does test@test work? have you tried that? |
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