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disconnected

@snet.net

DSL Service Used to Be Reliable--Now Modem Losing Sync Alot

What's with AT&T DSL service this month? I have been with SBC (now AT&T) since 2005 and it was 100% reliable. Resets were predictable, usually on Sunday mornings and that's it.
Over the summer, I noticed that the modem would reset on several days during the week. In the past month, it's been resetting several times a day. Today, it reset several times in an hour. In fact, a few minutes ago, just when it acquired a DSL signal again, a few seconds later, it reset again!
This is in the New Milford/Brookfield area. Is anyone else having this problem in this area? It seems to be getting a lot worse this month.

kballiaa

join:2012-11-11
Barkhamsted, CT
I am having the same issues in the Barkhamsted area. We lost total phone service for 3 days following Sandy. Since service was restored DSL has been inconsistent, diagnostics show multiple CRC and FEC errors. Lost complete service this morning. Spent an hour on phone with India, with them disconnecting the call on me..


disconnected

@snet.net
I hope this is not a 'new normal' for AT&T DSL.


disconnected

@snet.net
This is starting to happen too often. I tried to watch two Youtube videos in a space of five minutes (short documentaries) and both times, the video playback stopped. I looked over and saw the broadband connection LED blinking orange on my 2Wire modem.

Here's a snapshot of the Management Diagnostic Console Detailed DSL Statistics:



disconnected

@snet.net
reply to disconnected
Here is the training history. Four resets in the last 24 minutes!


Tominator

join:2010-10-24
Manchester, CT
I was having the same kind of issue a while back. Do you have a phone sharing the same line? If you can hear static and popping noise on the line, call it in and report it as a phone problem, rather than a DSL problem. It may take a few calls, but the right tech can figure out a line problem. Getting a computer guy from India is just useless.

And good luck.


disconnected

@snet.net
The line is quiet, as far as the phone is concerned--no audible static. No hum, no noise that would interfere.


DrStrange
Technically feasible
Premium
join:2001-07-23
West Hartford, CT
kudos:1
reply to disconnected
Just to play Devil's advocate: Did you try a different modem?

Sometimes what looks like a 'phantom line problem' is caused by a modem that's beginning to fail.


disconnected

@snet.net
Even if I had a different modem (I don't), it would not work because the MAC address isn't activated at the phone company. The phone company issued this modem. It would be awfully hard to troubleshoot with a second modem as that would involve getting the phone company to deactivate the MAC address of the original modem and activate a new one.

The problems were worst around 9pm this evening, peaking to one outage per minute. It seems to have settled down a bit. Will be watching it over the next few days to see how it behaves.


meskinct
Mad Scientist at Work
Premium
join:2002-01-07
Southbury, CT

1 edit
reply to disconnected
Call and report the issue.
Expand your moderator at work


nonamesleft

join:2011-11-07
Manitowoc, WI
reply to disconnected

Re: DSL Service Used to Be Reliable--Now Modem Losing Sync Alot

You better have deep pockets if you have someone come out! Not sure if the inside wire maintenance plan would make having a tech visit cheaper though.


disconnected

@snet.net
I'm sure it's not an inside wiring problem.
The outages have a pattern to them.. Tuesday and Wednesday nights around 9-11pm they become frequent--sometimes up to one reset a minute. Then the resets decrease in frequency. It's almost like they're doing something with testing or maintenance on those two nights of the week.

Doesn't AT&T still have Indian 'tech support'? I used to have a number for a guy in Tier 2 support who was very helpful, but that was 6 years ago.


nonamesleft

join:2011-11-07
Manitowoc, WI
Reviews:
·Comcast
said by disconnected :

I'm sure it's not an inside wiring problem.
The outages have a pattern to them.. Tuesday and Wednesday nights around 9-11pm they become frequent--sometimes up to one reset a minute. Then the resets decrease in frequency. It's almost like they're doing something with testing or maintenance on those two nights of the week.

Doesn't AT&T still have Indian 'tech support'? I used to have a number for a guy in Tier 2 support who was very helpful, but that was 6 years ago.

Have you tried the att direct forums here?

nrobot80

join:2012-12-05
Union City, GA
I live in GA and I'm having the same problem. My DSL either gets dial up slow or goes out completely. It usually happens on Tuesday around 9 PM. I've called and they've sent techs out but everything seems fine when they get there.


disconnected

@snet.net
reply to nonamesleft
Have not yet tried them. I thought they were B2B or something like that. I'm only an end user.

Yup, been experiencing 'dialup' speeds here too from time to time, but SpeakEasy speed tests show normal results.


NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:12
Reviews:
·SONIC.NET
·Pacific Bell - SBC
reply to disconnected
said by disconnected :

Even if I had a different modem (I don't), it would not work because the MAC address isn't activated at the phone company. The phone company issued this modem. It would be awfully hard to troubleshoot with a second modem as that would involve getting the phone company to deactivate the MAC address of the original modem and activate a new one.

Is this a U-verse account? Regular ADSL modems don't require MAC activation, they authenticate using PPPoE, and can be swapped at will.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum


DrStrange
Technically feasible
Premium
join:2001-07-23
West Hartford, CT
kudos:1
I have a customer here whose ISP [Netplex] uses MAC activation, but AT&T do not in this area, at least for ADSL.


disconnected

@snet.net
reply to NormanS
said by NormanS:

Is this a U-verse account? Regular ADSL modems don't require MAC activation, they authenticate using PPPoE, and can be swapped at will.

That's good information. I'll note it.

The problem occurs on certain weekday evenings only, between the hours of 6:30pm and 11:00pm. Tues/Wed are the days when this happens. I don't think a failing modem would keep such a tight schedule of when to misbehave. I've been keeping track.

As you can see, as soon as it trains up, it resets again. Tonight, i was researching some part for a project, but every time I clicked on a link, I waited and looked over at the modem and it was doing another broadband connection reset:



disconnected

@snet.net
I think I can conclude that the other thread about DSL has gone down completely, has the cause and solution to this problem. A card in the remote terminal failed this week. It may have been failing intermittently for the last 3 months and finally went full failure on Wed morning. It's been replaced and DSL service has been rock solid since.


meskinct
Mad Scientist at Work
Premium
join:2002-01-07
Southbury, CT
And if you had called two months ago as I suggested, you might not have been down at all.
--
Rich. My Website


disconnected

@snet.net
Maybe, but not necessarily. Intermittent outages may not be troubleshootable until the card goes full failure. How do you troubleshoot something that's functioning normally at the moment, but maybe not at certain hours? Unless you put a logging device on that node for 24-48 hours, it's rather difficult to pinpoint the trouble.


meskinct
Mad Scientist at Work
Premium
join:2002-01-07
Southbury, CT
Reviews:
·Charter

1 recommendation

And they might have done that two months ago but yet you refused to even pick up the phone to help yourself. Instead, you spent the time complaining here. Some of us that tried to help told you to report the issue from the start.

"Oh they'll never be ever to fix this so why even call?"

This forum is to actually to try to help others with their problems. But we just can't help people who refuse to listen.

--
Rich. My Website