Topic 'Re: Teksavvy = lip service, no action' in forum 'TekSavvy' - dslreports.com

Re: Teksavvy = lip service, no action

Sun, 06 Jan 2013 12:44:54 EDT

thcmacgyver posted : HI Mark777,
Looking at your stats
ast State Change: 01/02 16:15:22 (Uptime: 900)
Line Profile: al2_d6016-6016-384_u512-512-256
DLM State: DISABLED | Equip. Type: OSLAM
Sync Rate: d6016.0/u512.0 kbps
RCO: d84.0/u64.0%
Noise Margin: d9.0/u16.0 dB
Power: d7.0/u12.0 dB
Attenuation: d6.0/u2.0 dB (Approx. Distance: 0.43~0.44km)
Block Count: d193712.0/u33164.0
There is an issue on the line. Hard to say right now, if its in or outside of the residence.
Now the average level 1 tech would not see it, and tsi Jon f and Andre would not really understand why. Mostly as they have not been in the tech field that long as i have been.
Now here is why they are wrong.
Look at your line attenuation is 6/2 which tells me your very close to the slam (less then 1km). Now that your on an al2 interleaved(higher ping times) so can have some less pressure on the line already. If you got on a fast path profile al1 your rco would be in the 90+ % which is now getting many errors and will have more a visible drops signals so teksavvy can see this easier. Al1 is best for gaming and voip services. Now a perfect line would have low RCO at 1km on a 6mb, as you should be around 50-60% roughly. Now what bell is great for, is they would lower trouble lines to al2 so it brings the line to a stable line, so they don’t have to dispatch a tech, but its more a quick fix and not long term fix. Its like seeing a red engine light on your car and putting a sticker of the red light so your don’t have to see it, and think it will last for ever, which it wont as it will only get worse down the road. Now if your signals were already on al1 and you have 84% then I would say your lines are fine ;)
Now i see you have changed modems and connection here and there. But if you can get a signal reading from two or more jacks, i can tell you if there is an issue inside or outside easily by comparing them. But if you have a test jack outside, that would be perfect as then i can tell you if its an outside or inside issue, and with tests on in and outside jacks I can get a full idea of what your lines look like. But again there is an issue, as you should not be that high in RCO. What is causing the issues is the short on the line or corrosion, that is causing the signal to go up and down and would cause routers to loose connection. Now their lantran would not be able to detect this off hand, but they don’t really know their signal levels, as I challenge any of their techs to signal levels, as they should know who I am. If you can get me that info, and PM me I will help you better.

Re: Teksavvy = lip service, no action

Sat, 05 Jan 2013 20:19:07 EDT

Leathal posted : Is this a level 1 or level 2 tech confirming you have full sync? I find most times that level 1 techs don't always know what they are talking about even if they have the tools to test the connection.

Second, you need to understand that Teksavvy isn't responsible for anything plugged in after your modem, so if you have a router or computer plugged into the modem that's your responsibility. They will do their best (its called best effort) to assist you but you have to follow their instructions and prove the problem isn't your fault.

In the IT support desk industry the number one rule is, the client is always wrong until proven otherwise.

Once you can rule out the router, or your PC, or the CAT5e cable then you have case but by then the ISP should be able to see more of what the problem is.

Re: Teksavvy = lip service, no action

Sat, 05 Jan 2013 19:30:04 EDT

JMJimmy posted :

said by Leathal:

This is why I got away from DSL anything. Its too much head ache at the end of the day. I have had very little issues with my Tek cable.

I've had only 1 issue with SLPPP - the major difference for me is upload. Cable just doesn't compare and it makes such a big difference.

Re: Teksavvy = lip service, no action

Sat, 05 Jan 2013 11:09:14 EDT

anon posted : "Nobody at Teksavvy has explained to me how I can have full DSL sync, confirmed by their own tech support, but no internet."

As I said It's been confirmed by TSI's own tech support that I have full sync at 6meg, as indicated by their remote testing, but no internet.

Re: Teksavvy = lip service, no action

Sat, 05 Jan 2013 04:17:19 EDT

Leathal posted : This is why I got away from DSL anything. Its too much head ache at the end of the day. I have had very little issues with my Tek cable.

Re: Teksavvy = lip service, no action

Sat, 05 Jan 2013 04:12:34 EDT

Leathal posted :

said by Mark777 :

I have maintained DSL sync throughout all of this, as I said earlier in this post "Despite asking repeatedly, Nobody at Teksavvy has explained to me how I can have full DSL sync, confirmed by their own tech support, but no internet."

I had to reboot to get internet back -- lost internet again wiithout losing DSL sync -- but that was a while ago , it might have been 15 minutes before your post but I think it was earlier than that.

It happens too often now to keep track. In fact, I've had to teach the children to cycle the router & modem.

Seeing what John has written I don't see the interaction from TekSavvy asking "how do you for sure that you are getting full sync at all times?" can you quantify this? Saying you do and actually demonstrating that you do are two very different things. :)

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 17:13:24 EDT

apvm posted : If Mark has already tried connecting his PC direct to the modem (bridged mode) and uses Windows build in PPPOE to test connection and still problem, it should not be his equipment. JMO

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 17:08:37 EDT

TSI Andre posted : Hi Mark,

What I am saying is that all of the signs point to the equipment you are using, and more recently possibly caused by the SLPPP service you had in conjuction with your equipment.

Jon did not agree or deny that it the Node is carrying the issue, he was just trying to get your stuff fixed.

You were basically asking him to put a ticket through and waive the DMC, which is why he came to me. I told him no until we can rule out the equipment which is what he is trying to help you out with.

At the end of the day, I have my fingers crossed that the recent changes you both have made on the last call will resolve your issue once and for all. If not, and nothing is unchanged on your setup, I will be more than willing to get Bell out there.

Regards,

Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter!

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 16:54:05 EDT

anon posted : Thank you for the thoughts, but I've tried changing modems, ensuring the modem is bridged, and it makes no difference. I do have MLPPP service and the router is set accordingly.

Andre is trying to claim that because I got 20 minutes of service (2 months ago) without a router that the router is the problem.

Jon told me on the phone that the problem appears to be time outs at the node.

THis is a Bell/Teksavvy problem and they won't do anything about it.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 16:23:54 EDT

TSI Andre posted : Hopefully the changes you and Jon made will resolve the issue for you.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 16:13:28 EDT

TSI Andre posted : I believe he is already on the phone with you ;)

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 15:59:01 EDT

anon posted : I've tried 6 modems and 5 routers, different makes models firmware etc., and all new wiring they can't all be bad.

It's clearly Bell equipment timing out, but I find Teksavvy to be pretty much an extension of Bell at this point.

Please have Jon call me again.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 13:26:34 EDT

NissanPower posted :

said by Mark777 :

AGAIN Can ANYONE please explain how I can have full DSL sync, and Teksavvy support communicating with my modem and confirming the DSL sync, good line stats and modem operation, all the while with the DSL light on my 2 wire modem solid green but the internet light solid red (and obviously no internet) all throughout this testing?

I can tell you that I had this *exact* same problem a few months back.
I believe the key point is the 2 log-ons that the system is seeing.

What I did to resolve this problem is
1) If you don't have MLPPP service, and your router is capable of MLPPP, be 100% sure that MLPPP is disabled!
2) make sure your modem is bridged (dumb modem) so not both your router and modem are attempting to log into TSI.

Mine had log on info in both for 7 years without an issue until this issue cropped up 3-4 months ago. I could not access the internet for more than a few minutes after rebooting the modem, until I made the above changes to the modem settings.
Everything has been 100% since then.

Good Luck! :)

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 12:44:50 EDT

apvm posted : Hi Mark777, you from RDF or somewhere else, it sounds familiar but can't remember where.

Anyway, I had similar issue with my old Broadmax 300a a year ago when it finally failed after 3 years of service...RIP.

It could sync and maintain sync but I had to reboot it for internet if it was left without activity for a while. Anyway, one fine day and it refused to sync.

Did you try another modem?

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 12:12:04 EDT

JonF posted : Mark,

Tried to call again but the phone is busy. I'll try calling around 1pm.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 11:41:33 EDT

MaynardKrebs posted :

said by JonF:

When the internet goes down, does the DSL light go out when you loose internet?

loose, a: Not firmly or tightly fixed in place, unrestricted, not tight, as in 'loose bowels'
lose, v: To be deprived of, to not have, as in 'not having internet service'

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 11:17:01 EDT

TSI Andre posted : Jon is calling you...

I know this has been stretched out for quite some time now but if we are trying to help and we are asking you to help us by performing certain actions, its because we want to help.

Looking over the history of the account, removing the router in the past fixed the issue until you had made some changes on your side...

I know this may be frustrating but please allow us to help you.

Thanks,

Andre
--
TSI Andre
Director of Service Delivery
Authorized TekSavvy Employee ( »TekSavvy FAQ »Official support in the forum )
Follow me on Twitter!

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 11:12:04 EDT

JonF posted : calling now

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 11:11:21 EDT

anon posted : It would seem that it's obviously not.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 11:11:00 EDT

anon posted : No, Jon. I've done that before, AND changed modems, routers and wires. Done it all Jon. I've had enough.

I've jumped through all the hoops a dozen times ang no matter what I do Teksavvy comes up with more nonsense to try and I've done it ALL, REPEATEDLY.

Please call me if you want to discus this further.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 11:00:27 EDT

JonF posted : Actually a line at 84%RCO is quite stable.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 10:55:14 EDT

nbinont posted :

said by JonF:

Sync Rate: d6016.0/u512.0 kbps
RCO: d84.0/u64.0%
Noise Margin: d9.0/u16.0 dB
Power: d7.0/u12.0 dB
Attenuation: d6.0/u2.0 dB (Approx. Distance: 0.43~0.44km)

How, exactly, do those line stats look good? The line is at 84% RCO on the downlink! At that level, I would expect to see the sync dropping regularly.

Based on the reported Attenuation (short distance), it seems the line card isn't putting out enough power for a stable connection. Ask the line card owner to increase the power till you get a more reasonable RCO on the downlink.

Re: Teksavvy = lip service, no action

Thu, 03 Jan 2013 09:42:25 EDT

JonF posted : Hi Mark,

I was looking over your account a little more, and see that we have double log ins.

Can I get you to remove the router and go direct to the modem to see if there is internet direct?

Thanks!
--
TSI Jon F (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee (�»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 22:21:30 EDT

anon posted : Sincere thanks for the thoughts, but:
Router pings fine.
Can't ping public IP without internet.
Can't be connection from the PC to the router, or the router itself, or the modem (overheating, or a possible chipset conflict with the SLAM you're connected to), because I've changed every bit hardware and wire several times and the problem persists.

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 21:59:32 EDT

taraf posted : It might help to narrow down the problem if you do a little bit of testing next time it happens....

What happens if you try to ping your router directly? What about pinging a publicly routable IP address like Google DNS (8.8.8.8)? Does it fail on DNS resolve? If you do a ping -n 1000 (to send 1000 packets), do *some* packets get through? What about a traceroute?

Right now, it could be your connection from the PC to the router, it could be the router itself, and it could still be your modem (overheating, or a possible chipset conflict with the SLAM you're connected to)

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 21:54:47 EDT

anon posted : Ran for over a year with no problems prior to this.
Have tried different modems and routers and the problem persists.

AGAIN Can ANYONE please explain how I can have full DSL sync, and Teksavvy support communicating with my modem and confirming the DSL sync, good line stats and modem operation, all the while with the DSL light on my 2 wire modem solid green but the internet light solid red (and obviously no internet) all throughout this testing?

Same results when plugged into the demark jack and with ALL different routers, modems, wires, and rest of the house disconnected.

I blame Teksavvy.

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 20:41:23 EDT

helix9 posted : I had the most frustrating 2 or 3 months where the connection would just freeze up - no data passed either direction. The modem would never lose sync and the connection was effectively dead.

Finally went on the support forums for my computer and it turned out that the broadcom netextreme onboard network adapter would not reliably handle full duplex connections. I switched to 100mbit half duplex and never had a single occurrance since.

If you're using windows you could check your settings under Network Adapters using Device Manager.

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 19:44:21 EDT

anon posted : i was waiting for that r word to pop up...

you need to test this for a day or two sans router before this can really move forward much more..

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 18:26:18 EDT

anon posted : I have maintained DSL sync throughout all of this, as I said earlier in this post "Despite asking repeatedly, Nobody at Teksavvy has explained to me how I can have full DSL sync, confirmed by their own tech support, but no internet."

I had to reboot to get internet back -- lost internet again wiithout losing DSL sync -- but that was a while ago , it might have been 15 minutes before your post but I think it was earlier than that.

It happens too often now to keep track. In fact, I've had to teach the children to cycle the router & modem.

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 17:30:02 EDT

JonF posted : Line STATS. I understand the line has made a state change 15 minutes ago, but it could be from anything. (changing modems, Changing Telephone cables etc.)

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 17:27:38 EDT

taraf posted : A last state change of only 15 minutes prior to your checking is "good" to you? That means he resynced 15 minutes before you checked.

While it's possible he rebooted the modem and that's the state change you're seeing, it is still somewhat concerning to see a loss of sync like that....

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 16:32:47 EDT

JonF posted : Last State Change: 01/02 16:15:22 (Uptime: 900)
Line Profile: al2_d6016-6016-384_u512-512-256
DLM State: DISABLED | Equip. Type: OSLAM
Sync Rate: d6016.0/u512.0 kbps
RCO: d84.0/u64.0%
Noise Margin: d9.0/u16.0 dB
Power: d7.0/u12.0 dB
Attenuation: d6.0/u2.0 dB (Approx. Distance: 0.43~0.44km)
Block Count: d193712.0/u33164.0

Hi Mark777,

Line stats look good. When the internet goes down, does the DSL light go out when you loose internet?
--
TSI Jon F (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee (�»TekSavvy FAQ »Official support in the forum )
Follow us on Twitter : @TekSavvyCSR ; @TekSavvyNetwork

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 16:24:22 EDT

anon posted : I did pm Jon again today and have heard nothing so far. Internet keeps dropping in the meantime. Thanks for the suggestion, but I am not on a static IP.

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 14:24:19 EDT

JMJimmy posted : Tek isn't alone in this regard. I've had similar issues with Cogeco and Bhell. Bhell's attitude is that if a webpage will load (eventually) then the internet is fine. Cogeco denied there was a problem.

Tek unfortunately wasn't much better. They acknowledged there was a problem, isolated it to their static IPs, tried to do a few things to fix it (Bhell techs were dispatched) but after months of not getting back to me I just stayed on dynamic IP (while I was still charged the static IP price). That was eventually fixed and the amounts credited and it's been rock solid but what I can do with it is limited now.

I do understand though, no company can have the resources to track down every packet loss issue. They're probably just keeping up with the major/every issues.

Re: Teksavvy = lip service, no action

Wed, 02 Jan 2013 11:21:31 EDT

JonF posted : Hi Mark777,

I am here. If you can PM me your info I will look into this immediately. I do apologize it has taken so long for this to be actioned.

Teksavvy = lip service, no action

Wed, 02 Jan 2013 11:01:08 EDT

anon posted : My Teksavvy DSL continues (since october) to drop several times per day. I always have full sync, just no internet. Back on December 18th I got lots of lip service on this forum, from Andre, and eventually someone (Jon) did finally return my call for support. I spoke to him breifly and he said he would get back to me

Still haven't heard back from anyone. Internet still drops constantly while I maintain full dsl sync.

Despite asking repeatedly, Nobody at Teksavvy has explained to me how I can have full DSL sync, confirmed by their own tech support, but no internet.