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dalematthews
Level 1: Cadet

Internet Disconnects a Dozen times a Day

We've always had problems with our internet but recently bought a home and are no longer renting so I thought it would be good to finally try and get it sorted out as we're going to be here for a while. The main issue is disconnects. When we have a connection we generally get speeds that we are happy with, but it's when we can't get a connection all day and night, can't even check e-mails or browse the web that it's really frustrating.

 

We've probably contacted Telstra phone support dozens of times over the last two years to no avail. SO I thought maybe the online community would be more helpful. I thought maybe I should just post some stats so if there is anything glaringly out of the ordinary someone could hopefully point it out.

 

We are on the 'BigPond® Broadband 200GB Elite - ADSL2+' plan, although, to me, the speeds look more reminiscent of ADSL1.

 

I've tried most of the line profiles and have noticed no difference except a slightly faster ping on the config with no interleaving. Even on 'Noise Profile 4' which I guess is supposed to be the most stable I had probably a dozen dissconnects over a 12 hour non-peak night period.

 

Also the house has an old Look-C video intercom and back to base alarm (which has not been disconnected) I'm not sure but suspect these may interfere with an isolation test.

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5 REPLIES 5
dalematthews
Level 1: Cadet

Re: Internet Disconnects a Dozen times a Day

According to www.adsl2exchanges.com.au we are 2361 m from MNSH as the crow flies. Estimated cable length of 3187.35 m. Estimated speed of 5666. Zone 1.

 

Results of speedtest.net:

Ping: 30

Dl: 800 kilobytes/s

Ul: 100kilobytes/s


Statistics:
DSL Connection

Link Information

Uptime: 0 days, 0:42:15

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 1,003 / 7,610

Data Transferred (Sent/Received) [MB/MB]: 94.24 / 715.60


Event Log:
Recorded Events


Time Message

 

Jul 6 03:44:17 CONFIGURATION saved by TR69


Jul 6 03:43:21 PPP link up (PPPoEDSL) [123.456.789.123]


Jul 6 03:43:21 PPP CHAP Receive success (PPPoEDSL)


Jul 6 03:43:20 PPP CHAP Receive challenge from rhost ady2-deakin (PPPoEDSL)


Jul 6 03:42:49 PPP link down (PPPoEDSL) [123.456.78.912]


Jul 6 03:42:32 xDSL linestate up (ITU-T G.992.5; downstream: 7610 kbit/s, upstream: 1003 kbit/s; output Power Down: 19.2 dBm, Up: 12.1 dBm; line Attenuation Down: 47.0 dB, Up: 19.8 dB; snr Margin Down: 6.1 dB, Up: 6.1 dB)


Jul 6 03:42:20 xDSL linestate down


Jul 6 03:42:05 xDSL linestate down


Jul 6 03:41:54 xDSL linestate down


Jul 6 03:41:39 xDSL linestate down


Jul 5 23:35:45 CONFIGURATION saved by TR69


Jul 5 23:05:33 xDSL linestate up (ITU-T G.992.5; downstream: 851 kbit/s, upstream: 1021 kbit/s; output Power Down: 15.8 dBm, Up: 12.1 dBm; line Attenuation Down: 47.0 dB, Up: 24.6 dB; snr Margin Down: 6.3 dB, Up: 9.6 dB)


Jul 5 23:05:22 xDSL linestate down


Jul 5 23:05:07 xDSL linestate down


Jul 5 23:04:56 xDSL linestate down


Jul 5 23:04:40 xDSL linestate down


Jul 5 22:59:33 CONFIGURATION mbus igd sync successfull


Jul 5 22:59:27 CONFIGURATION mbus atomic sync successful


Jul 5 22:59:02 xDSL linestate up (ITU-T G.992.5; downstream: 6759 kbit/s, upstream: 1021 kbit/s; output Power Down: 19.0 dBm, Up: 12.0 dBm; line Attenuation Down: 46.5 dB, Up: 23.8 dB; snr Margin Down: 6.1 dB, Up: 11.2 dB)


Jul 5 22:58:51 xDSL linestate down


Jul 5 22:58:36 xDSL linestate down


Jul 5 22:58:25 xDSL linestate down


Jul 5 22:58:09 xDSL linestate down


Jul 5 22:57:30 CONFIGURATION mbus igd sync successfull


Jul 5 22:57:24 CONFIGURATION mbus atomic sync successful


Jul 5 22:44:59 xDSL linestate up (ITU-T G.992.5; downstream: 6688 kbit/s, upstream: 1021 kbit/s; output Power Down: 19.1 dBm, Up: 12.0 dBm; line Attenuation Down: 47.0 dB, Up: 24.7 dB; snr Margin Down: 6.2 dB, Up: 11.1 dB)


Jul 5 22:44:48 xDSL linestate down


Jul 5 22:44:32 xDSL linestate down


Jul 5 22:44:21 xDSL linestate down


Jul 5 22:44:06 xDSL linestate down


Jul 5 22:31:48 PPP link up (PPPoEDSL) [123.456.78.912]


Jul 5 22:31:48 PPP CHAP Receive success (PPPoEDSL)


Jul 5 22:31:47 PPP CHAP Receive challenge from rhost ady2-deakin (PPPoEDSL)


Jul 5 22:31:16 PPP link down (PPPoEDSL) [123.456.78.912]


Jul 5 22:30:58 xDSL linestate up (ITU-T G.992.5; downstream: 6647 kbit/s, upstream: 1021 kbit/s; output Power Down: 19.1 dBm, Up: 12.1 dBm; line Attenuation Down: 47.0 dB, Up: 25.6 dB; snr Margin Down: 6.1 dB, Up: 10.5 dB)


Jul 5 22:30:47 xDSL linestate down


Jul 5 22:30:31 xDSL linestate down


Jul 5 22:30:20 xDSL linestate down

ethiopian1987
Level 2: Rookie

Re: Internet Disconnects a Dozen times a Day

Have you tried plugging your modem directly into the wall, if not try that.

 

If your speed does not improve then you can ring telstra and get them to do a line test to check for faults. If a fault is found it may cost you depending on where the fault is in the lines. The only way it does cost is if it is inside of your property line and not from the street to the exchange.

Telstra (Retired)
Telstra (Retired)

Re: Internet Disconnects a Dozen times a Day

Let us know how you go with the above ethiopian1987Smiley Happy 

 

You can also PM me if you're still having issues and I will obtain your details to arrange for one of our Techs to get in touch. 

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Jean_101
Level 1: Cadet

Re: Internet Disconnects a Dozen times a Day

Hi gregll,

 

I have the exact same issue with my ADSL, can you maybe let me know what fixed this problem. One of the techs is coming over next week to have a look at my issue. Would be nice to know what fixed ethiopian1978's issue so I can  maybe explain it to the tech.

 

This issue is been ongoing now for about 2 months, my line was reconfigured last week but its worse now keeps disconnecting with the same error log as ethiopian1978's

 

Thanks in advance.

 

"Loyal Telstra customer for 13 years.........................."

Telstra (Retired)
Telstra (Retired)

Re: Internet Disconnects a Dozen times a Day

Hey Jean_101,

If you experience disconnections on your ADSL service, then the following links contain the troubleshooting that we ask customers to perform to help identify and resolve the drops.

 

ADSL Isolation test http://crowdsupport.telstra.com.au/t5/General-Internet-KB/How-to-perform-an-Isolation-Test/ta-p/5501...

 

ADSL Line Profile https://go.telstra.com.au/helpandsupport/-/adsl-line-profiles [Note: after logging in, some customers will be redirected to My Account and need to perform the following steps to then select Account Services then My BigPond from the menu located at the top right of the page.]

 

WiFi Troubleshooting: http://crowdsupport.telstra.com.au/t5/General-Internet-KB/WiFi-Troubleshooting/ta-p/107516   

 

If you continue to experience disconnections even with the modem in isolation and a line profile applied, then waiting for the technician to attend will be the next step in the resolution.

 

- Shelly

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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