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Cobretii
join:2007-08-03
Spring, TX

Cobretii

Member

[Line Problem] ATT DSL Disconnect's Houston, Texas

So for the past 4 month's i have had issues where my DSL line would just drop and force a reconnect...i thought it may be a modem issue so i replaced my 2wire with a netgear N600 modem/router. This still did not fix the problem, so i contacted ATT over the phone and had a phone tech tell me "i see that ur service was interrupted 16 time's yesterday, so what i am going to do is switch you over to a different relay and see if that solves the problem" so after about 10 minutes of hold he came back on and said that he switched the relay(circuit) and if i had any more problems to call him back. Well it worked for about 1 day then the next day my DSL line started dropping randomly again. So i called back, and they sent a technician to my house yesterday. The technician said that there was some damaged parts on the box and that he had to replace the drop. So he did that, and the technician accidently hooked us up to the 3mbit pair instead of the 6mbit pair. So he came back today and fixed it. While the 3mbit pair was hooked up, i had no disconnect's. Now that the 6mbit pair is hooked up this is what my log looked like. This is only about 4 hours worth of log's, which was directly taken from my Modem.

[DSL: Up] Thursday, June 20,2013 14:14:27
[Internet disconnected] Thursday, June 20,2013 14:14:13
[DSL: Down] Thursday, June 20,2013 14:14:09
[UPnP set event:AddPortMapping] from source 192.168.0.4, Thursday, June 20,2013 14:12:55
[Time synchronized with NTP server time-g.netgear.com] Thursday, June 20,2013 14:10:42
[Internet connected] IP address: 172.10.104.68, Thursday, June 20,2013 14:09:18
[DSL: Up] Thursday, June 20,2013 14:09:14
[DSL: Down] Thursday, June 20,2013 14:08:40
[DSL: Up] Thursday, June 20,2013 14:08:31
[Internet disconnected] Thursday, June 20,2013 14:08:20
[DSL: Down] Thursday, June 20,2013 14:08:15
[admin login] from source 192.168.0.4, Thursday, June 20,2013 13:53:42
[Internet connected] IP address: 172.10.105.202, Thursday, June 20,2013 13:53:33
[DSL: Up] Thursday, June 20,2013 13:52:51
[Internet disconnected] Thursday, June 20,2013 13:52:43
[DSL: Down] Thursday, June 20,2013 13:52:38
[admin login] from source 192.168.0.4, Thursday, June 20,2013 13:46:39
[Time synchronized with NTP server time-g.netgear.com] Thursday, June 20,2013 13:42:44
[UPnP set event:AddPortMapping] from source 192.168.0.4, Thursday, June 20,2013 13:42:19
[Internet connected] IP address: 172.10.105.202, Thursday, June 20,2013 13:42:15
[DSL: Up] Thursday, June 20,2013 13:41:26
[Internet disconnected] Thursday, June 20,2013 13:41:15
[DSL: Down] Thursday, June 20,2013 13:41:11
[admin login] from source 192.168.0.4, Thursday, June 20,2013 13:40:36
[Time synchronized with NTP server time-g.netgear.com] Thursday, June 20,2013 13:35:09
[UPnP set event:AddPortMapping] from source 192.168.0.4, Thursday, June 20,2013 13:34:50
[Internet connected] IP address: 172.13.17.130, Thursday, June 20,2013 13:34:48
[DSL: Up] Thursday, June 20,2013 13:34:44
[DSL: Down] Thursday, June 20,2013 13:34:28
[DSL: Up] Thursday, June 20,2013 13:33:58
[Internet disconnected] Thursday, June 20,2013 13:33:43
[DSL: Down] Thursday, June 20,2013 13:33:39
[Time synchronized with NTP server time-g.netgear.com] Thursday, June 20,2013 13:29:52
[UPnP set event:AddPortMapping] from source 192.168.0.4, Thursday, June 20,2013 13:27:39
[Internet connected] IP address: 172.13.17.11, Thursday, June 20,2013 13:27:37
[DSL: Up] Thursday, June 20,2013 13:27:03
[Internet disconnected] Thursday, June 20,2013 13:26:55
[DSL: Down] Thursday, June 20,2013 13:26:51
[DHCP IP: (192.168.0.4)] to MAC address 48:5D:60:E4:FB:33, Thursday, June 20,2013 12:38:03
[UPnP set event:AddPortMapping] from source 192.168.0.4, Thursday, June 20,2013 12:38:02
[UPnP set event:DeletePortMapping] from source 192.168.0.4, Thursday, June 20,2013 11:00:59
[UPnP set event:DeletePortMapping] from source 192.168.0.4, Thursday, June 20,2013 11:00:59
[UPnP set event:DeletePortMapping] from source 192.168.0.4, Thursday, June 20,2013 11:00:59
[Time synchronized with NTP server time-h.netgear.com] Thursday, June 20,2013 10:34:55
[UPnP set event:AddPortMapping] from source 192.168.0.4, Thursday, June 20,2013 10:33:30
[Internet connected] IP address: 172.13.17.11, Thursday, June 20,2013 10:32:07

This shows 8 DSL disconnects in a matter of 4 hour's. These disconnects happen randomly and i do not know why they are happening. I called the tech back and he has yet to call me with a reply. So hopefully you guys can help me aswell.
bbear2
Premium Member
join:2003-10-06
dot.earth

bbear2

Premium Member

What do you line stats look like? Pls post
Cobretii
join:2007-08-03
Spring, TX

Cobretii

Member




i think thats what u mean by line stats
bbear2
Premium Member
join:2003-10-06
dot.earth

bbear2

Premium Member

Your stats look fine, good in fact. If your ISP cannot do anything for you, I'd look around your house for sources of "noise". Generators, florescent lights turning on, microwave ovens, etc. Also check your DSL filters (i.e. replace them) because they do go bad sometimes.
These are all guesses and nothing definitive. I would keep an eye out on your line stats, esp the line attenuation and noise margins. While they look good in your post, that is only a snapshot and they will vary over time. Try to catch on during or immediately after the disconnect.

Short of this, call your ISP back. You have the logs to prove there is an issue.
Cobretii
join:2007-08-03
Spring, TX

Cobretii

Member

the tech finally called me back, and said that there might be an issue with the redback modem and that it might be full so he said he would make some calls and try to get me switched to a different modem. that was about 3 hour's ago. so i am going to call back soon and see if he managed to get it. AT&T told me that the line might not be able to run the 6mbit line package...so my question is, why is the 6mbit line package sold in my area if the line can not handle it, and why have i been paying for it for a year. ill see what the tech is and then forward his reply here.
bbear2
Premium Member
join:2003-10-06
dot.earth

bbear2

Premium Member

OMG. Based on your stats, you line can more than handle 6Mbps. Don't accept that BS! I've seen stats way less than yours with solid 6M. The redback modem side sounds the most reasonable to me at this time.
Cobretii
join:2007-08-03
Spring, TX

Cobretii

Member

so i called AT&T and requested a tier 2 tech so that i could request to switch the RBack. And he told me that since i have an alarm system that it may be causing issues with the DSL problem's. Ok so why after 3 technician visits is this just being brought up? Sounds a little fishy to me. So my phone battery died, and he is supposed to call me back in an hour for a follow up. But is it BS that my Alarm system might be causing this, i have had the alarm system since the house was built, and it was filtered and the issues didnt start until about 6-7 month's ago.
bbear2
Premium Member
join:2003-10-06
dot.earth

bbear2

Premium Member

Alarm systems could reek havoc on your line. Have you replaced that DSL filter at least? Does your alarm system phone phone every hour or so?

The first thing I would do is to reaplce the DSL filter to the alarm. See if that changes things. If that didn't work, then I would disconnect the alarm for a period of time and see if that changes anything.

For reference and I'm sure you can find more:
»DSL FAQ »DSL and HOME ALARM SYSTEMS.
»www.alarmsystemreviews.c ··· rms.html
Cobretii
join:2007-08-03
Spring, TX

Cobretii

Member

Well heres the thing, the alarm has been disconnected for like 4 year's. lol so i dont think its the alarm. the only thing the alarm does now is chime when the House/Window opens and closes, it has no phone line connection or anything.
Cobretii

Cobretii

Member

so i got ahold of a different tier 2 tech and this is what he has to say...

1. The technician that came to my house lied to me about me having to request the redback modem change, and that the technician has to do it.

2. he switched me to a fastpath instead of a interleaved connection to see if it might fix the problem, and will be monitoring my connection for the next 5 hour's and will call me back if he sees an issue.

3. if this doesnt work, then i have to manage to get ahold of the technician and get his tech username so that they can use that as permission to approve the redback modem change

so question is, why did the tech give me false info? and what happens if the redback change does not work.

David
Premium Member
join:2002-05-30
Granite City, IL

David to Cobretii

Premium Member

to Cobretii
You still needing assistance with this, or has this came clear? we have noticed no other replies since 6/21 where we requested your account number.

Thanks
david