US Telco Support > AT&T > AT&T West > DSL Loses Sync when Phone is Used

reply to leonardc9

Re: DSL Loses Sync when Phone is Used

Now if we could only figure out how to get Leonard's out of there:)
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What does THIS button do.....

reply to leonardc9
Ooops... Forgot to thank you too, PacBellTek and Barsoom!

You guys are cool! :C

Well thanks for posting those pics, IdleDeamon, I learned a new place that MTU's can lurk.

reply to IdleDeamon
Re: DSL Loses Sync when Phone is used.

I had the same problem too, and I also called them about it and they said nothing is wrong, just wait a few days and see what happens.
Kept calling and calling, finally I just called the SBC Phone side (not dsl side) and told me to send phone technician out (explaining the problem and sound really upset) , so finally the tech came out and it turned out they had this testing device on my line that was causing the DSL to drop connection when the phone rings or when is used. (was it a MTU??) Maybe since my building is probably about 30 - 50 years old. It looked like an 1.5" x 2" black plastic-looking rectangle with bits of wires on it (saw it pretty quickly, but it is square or rectangular, black with some wires). DSL and filters worked fine after he removed it. He was first helpful SBC tech I've ever encountered....REALLY! It took him literally 1.5 mins to talk to me in the apt, then he went out and came back 5 minutes later to tell me he figured out the problem. His name was French or Frenchy(?). Marin County Area, Northern CA.

A Pacbell tech just dropped by and removed the MTU. Probably the best customer service I've seen (dispatch was via automated voice prompt!) -- real friendly guy. Cyberonic has also been doing line tests and calling day after day, their customer service has gone up a few notches in my book too.

Everything seems to work great now!

Thanks to everyone for their help, especially PacbellTek!

Leonard

reply to leonardc9
THANKS FOR THE HELP, FOLKS. IT SOLVED MY PROBLEM IN ALAMEDA, CA. I just went through a similarly frustrating experience with my new SBC Yahoo DSL installation. The customer service people know nothing about the MTU issue, and kept trying to focus me on the filters, which I had checked and rechecked. One second tier tech support guy pinged the line and determined there was a MTU, and said he would notify PacBell to remove it, but they never came. Then I had to start all over again with customer service, and they started in again with the filters. If they would only ask how old your house is, they could probably get to the cause much faster. Our house was built in 1955, and had 2 MTUs (circuit boards about 3/4 x 1.5 inch, potted in black, installed in series with the red and green wires)inside the Telco-protected side of the phone line entry box. Eager to get the job done, I was able to get my box open with some needle nose vise grips, although I am not recommending this - it is probably better to call PacBell at 611...Anyway, removing the MTU solved the DSL drop problem, which has been plaguing me for over a week. Thanks for the help, folks.

reply to leonardc9
Is it a good idea to remove it befor a new install? Might everything be fine with the MTU left in?
Also, would removing it help with D/L speed?, or mostly helpful with sync probs?
Thx,
D