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Chelle

join:2002-02-19
Atlanta, GA


1 recommendation

Chelle

DSL availability & troubleshooting FAQ

Thanks to

julez_atf See Profile and
quanta See Profile

for compiling all the information contained within this FAQ.

DSL Why can't I get it? FAQ


»Substitute "your telco" for Bell Canada (ON/QC/NWT/YT), Telus (BC/AB), Aliant (Maritimes), MTS (MB) or SaskTel (SK).

So you've tried all your phone numbers, and none of them come up as available in the ISP's web tool. But why? It could be due to one (or more) of the following reasons.

1) Too far - over 4.5 to 5.5km away from DSLAM
Reason: This is the most likely reason. You need to be roughly within 4.5km away from a DSLAM/RSLAM to sync at 1Mbps. If you have coarser gauge wire, you may be able to be 5.5km away, give or take a few hundred metres.

Fix: None. Wait until DSL service is implemented in your area.

2) DSLAM is full
Reason: This is the second most likely reason. ADSL is very popular! There are only so many DSLAM line cards for so many customers per neighbourhood.

Fix: Keep checking every three months. People cancel, and equipment is upgraded all the time.

3) Brand-new phone number
Reason: It takes a few days for new phone numbers to appear into the DSL availability database.

Fix: The number will probably appear by itself in a couple weeks. If not or you're in a hurry, see #4.

4) Error in WTN database (aka "My next-door neighbour can get ADSL but I can't?!")
Reason: You can get ADSL, but the web tool says you can't. It happens. Errors are very rare, but with 4 million numbers constantly being connected, disconnected, or transferred, some numbers slip through the cracks.

Fix: Read this post to get this fixed over the phone. »/speak ··· ;4126691

5) CO not equipped
Reason: You are within 4.5/5.5km of your CO, but it doesn't have any DSLAMs. Most likely to happen in less urban areas.

Fix: None. Wait until DSL service is implemented in your area.

6) Loaded line (loading coil equipped)
Reason: A loading coil is a lowpass filter that boosts voice quality for certain phonelines. Unfortunately, it filters out the whole spectrum required for ADSL in the process. Most likely to happen in rural areas.

Fix: None. Wait until DSL service is implemented in your area.

7) AML (Added Main Line) equipped
Reason: An AML allows two phone signals to run on a single pair - you get two phonelines in one. Problem is, ADSL doesn't work on an AML'ed phoneline. So if you have multiple phonelines, you may have an AML'ed pair or two. Also, your neighbour may have an AML off your wire pair or vice versa if one of you have a faulty phoneline pair.

Fix: If it's because you have two phonelines, cancel one of the lines. If it's because you have three phonelines, try the phone number for the non-AMLed line. If not, there is little you can do, unless you know someone "in the inside". Your telco won't remove the AML, because that is a removal of service.

8) CLEC loop (local phone service from someone other than your local telco)
Reason: If you use local phone carrier from, say, Sprint, you can't get ADSL. Legal reasons regarding database sharing, I believe. Different long distance carrier is fine.

Fix: None, besides ditching your CLEC and buying phone service from your telco.

9) "Sympatico/Velocity website says Yes but Joe's DSL ISP says No"
Reason 1: Wholesale ISP does not support that area at this time.
Reason 2: You are using an unlisted number. For legal reasons, your telco cannot divulge it to anyone, including another ISP.

Fix: Not much can be done for #2. For #1, try another ISP. If all else fails, use the DSL service from your local telco.

10) Party lines
Reason: They are not compatible with ADSL technology. Most likely to happen in rural areas.

Fix: Remove party line.

11) Digital lines of any kind (ISDN - Microlink/Megalink, Centrex, PBX, DNA)
Reason: ADSL is analog between you and the DSLAM. They don't work on lines running ISDN, a PBX, etc. This will happen in office buildings, hotels or convention centres.

Fix #1: Order a standard analog phoneline for ADSL, or try checking for ADSL availability on your office's fax line. That will be an analog line for sure. (Obviously if you have a business phoneline, you will have to go with business-class ADSL)
Fix #2: A company called TravelNet »www.travelnet.ca has a product called DataValet that will allow your hotel/motel to receive Bell Canada ADSL.

12) Public payphone, cellular phone number
Reason: Self-explanatory.

Fix: None.

13) Incompatible equipment on line
Reason: You have had service with an ISP on Nortel equipment in the past and that provider never submitted a removal request for the DBIC card.

Fix: Contact your old ISP and ask for the card to be removed so that your new ISP can request that your line be connected to a DSLAM

DSL Troubleshooting FAQ


No Sync
-------


This is *not* an ISP issue.

Possible causes:

1) filter connected to modem


- remove filter from modem

2) modem not connected to phone jack

- connect modem to correct phone jack

3) telephone(s) not filtered

- filter telephone(s) or disconnect them

4) defective modem

- replace modem
- contact ISP if modem was provided with service

5) incorrect VPI/VCI settings

- configure correct VPI/VCI (0/35 Eastern Canada, 0/32 Western Canada)

6) faulty linecard / dslam port at CO

- contact ISP and they will have Bell Nexxia investigate

7) non-payment of telephone service

- contact CLEC

8) modem connected to wrong line (multi line household)

- connect modem to correct phone line

9) modem not installed properly (internal modems only)

- check with vendor for installation instructions
- contact ISP if modem was provided with service

10) service cancellation

- contact ISP

11) service not available with CLEC (other than Bell)

- contact CLEC to verify they support DSL

12) distance from CO exceeds maximum guaranteed distance

- contact ISP and they will have Bell Nexxia investigate

13) outside line issue (loaded coils, bridged taps, wear & tear)

- contact ISP and they will have Bell Nexxia investigate

14) defective filter(s)

- replace filter(s)
- contact ISP if filter(s) were supplied with service

15) faulty inside wiring / phone jack(s)

- call 611 (note, this is at your own expense)
- repair your inside wiring

Intermittent Sync
-----------------


This is *not* an ISP issue.

Possible causes:

1) telephone(s) not filtered


- filter telephone(s) or disconnect them

2) defective modem

- replace modem
- contact ISP if modem was provided with service

3) faulty linecard / dslam port at CO

- contact ISP and they will have Bell Nexxia investigate

4) distance from CO exceeds maximum guaranteed distance

- contact ISP and they will have Bell Nexxia investigate

5) outside line issue (loaded coils, bridged taps, wear & tear)

- contact ISP and they will have Bell Nexxia investigate

6) defective filter(s)

- replace filter(s)
- contact ISP if filter(s) were provided with service

7) faulty inside wiring / phone jack(s)

- call 611 (note, this is at your own expense)
- repair your inside wiring

8) interference from AM radio

- place modem away from AM radio
- use shielded twisted pair cabling from modem to walljack

9) interference from halogen lights

- place modem away from halogen lights
- use shielded twisted pair cabling from modem to walljack

10) modem overheating

- turn modem on its side
- keep other objects away from modem
- contact ISP (if modem was provided) or vendor if overheating persists

Slow Speed / Low Sync
---------------------


Possible causes:

1) telephone(s) not filtered


- filter telephone(s) or disconnect them

2) faulty linecard / dslam port at CO

- contact your ISP and they will have Bell Nexxia investigate

3) distance from CO exceeds maximum guaranteed distance

- contact your ISP and they will have Bell Nexxia investigate

4) outside line issue (loaded coils, bridged taps, wear & tear)

- contact your ISP and they will have Bell Nexxia investigate

5) defective filter(s)

- replace defective filter(s)
- contact ISP if filter(s) were provided with service

6) faulty inside wiring / phone jack(s)

- call 611 (note, this is at your own expense)
- repair your inside wiring

7) interference from AM radio

- place modem away from AM radio
- use shielded twisted pair cabling from modem to walljack

8) interference from halogen lights

- place modem away from halogen lights
- use shielded twisted pair cabling from modem to walljack

9) congestion on route to destination

-check to see if anyone else with your ISP has started a thread about congestion
-run a traceroute to dslreports.com and post your results along with speedtest and tweak test results

10) incorrect MTU / RWIN settings

- the correct MTU for PPPoE is 1492 (unless otherwise indicated by your ISP)
- for help with RWIN check »/tweaks
- for more assistance post the results of your tweaktest along with information about the type of connection you have

»A few more things to consider as interference in "Slow Speed / Low Sync"

11) interference from poorly shielded speakers
- place modem away from speakers or purchase new ones

12) interference from poorly shielded computer power supplies (PSUs)
- place modem away from PSU or purchase new one for PC

13) using cheap "dollar store" RJ-11 phone wire between phonejack and modem
- use standard "flat wire" RJ-11 wire included with modem, or, if missing, purchase high quality phone cable. Do not use phone extension cable if you can.

14) overclocked the FSB, causing problems with PCI network card
- if you are overclocking the front-side bus multiplier, return it to the default multiplier. Or try experimenting with another brand of network card.

15) setting PCI latency = 64 in BIOS causing problems with PCI network card
- go to BIOS and set PCI Latency back to default of 32. Or try experimenting with another brand of network card.

16) more than 5 devices connected to phone line

- disconnect enough devices so that you are at a maximum of 5 devices (including answering machines, modems, etc.)
»» This will also cause intermittent connectivity and no synch.

[text was edited by author 2002-11-06 12:16:15]