LL80
Level 1: Cadet

ADSL2 - speed and connection issues

We have been concerned about our connection speed for sometime now. We are on ADSL2+.

 

In recent weeks we have had both an ADSL technicician and a Phone line technician check the lines and visit us at home.

 

The ADSL tech could only deduce our speed and connectivity issues had to be due to a faulty modem which has now been replaced. The original modem was a technicolor TG799vac and the replacement modem is the same

 

Since then our own local IT tech has checked our computer and run the recommended Telstra trouble shooting and speed tests all to no avail.

 

I continue to run the Troubleshooting, Speed and Isolation Tests without any resloution. The Phone tech reports the phone line is absolutely fine and believes it maybe a problem with the ADSL line between our home and the exchange.

 

Testing the ADSL service either reponds with "there appears to be an issue with your line qulaity" or "we couldn't check your line quality". We also tested the ADSL service using a relative's laptop yesterday and this repeatedly yielded "we couldn't check your line quality".

 

When testing latency this morning our results were 5.91 Mbps (DL) and 0.88 Mbps for (UL). I believe the upload speed maybe acceptable but what about the Download Speed?

 

In addition to this, Measuring Packet Loss test yielded no result after an hour of waiting i.e. the exclamation just kept flashing for over an hour, so I simply gave up.

 

The instructions on how to perform an Isolation Test recommend using a cable less than 1 metre. This too is frsutrating given all the cables you are supplied with are in excess of 1 metre.

 

We have also replaced the filter/splitter and cables and the ethernet cable.

 

Yes, we can connect to the internet but the performance is unsatisfactory and we often experience dropouts. Yesterday I tried to watch a movie online and it kept stopping. It's even worse if I try and watch it on TV/HDD Player-Recorder which is connected by LAN cable

 

Given we have already spoken to the Technical Support Team on numerous occasions and had visits from both a Telstra ADSL tech and phone line tech, what else can we do?

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8 REPLIES 8
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: ADSL2 - speed and connection issues

Your download speed is dependant on a lot of things (distance from exchange, noise on line, etc). 5.91 is faster then what a lot of people get (including me)

 

 

That being said post your modem stats (10.0.0.138 > Advanced > Broadband) and that can give us an indication is there are line related issues

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
LL80
Level 1: Cadet

Re: ADSL2 - speed and connection issues

Can you tell me in layman's terms how to post our modem stats (10.0.0.138 > Advanced > Broadband)?

xylitolian09
Level 6: Bloodhound

Re: ADSL2 - speed and connection issues


@LL80 wrote:

Can you tell me in layman's terms how to post our modem stats (10.0.0.138 > Advanced > Broadband)?


You go to that thing you have said above then highlight & copy the part that looks similar to the following & then just paste it to these forums...

 

DSL Status
 
Up
DSL Uptime
1hours 26min 43sec
DSL Type
ADSL_2plus
DSL Mode
Interleaved
Maximum Line rate
0.92 Mbps 9.5 Mbps
Line Rate
0.93 Mbps 8.05 Mbps
Data Transferred
14.12 MBytes 299.53 MBytes
Output Power
19.2 dBm 12.1 dBm
Line Attenuation
27.2 dB 43 dB
Noise Margin
6.7 dB 6.1 dB
With these people can give you some ideas. my net with the above stats is running at just over 8Mbps ATM.
Never judge Another Person Unless You are Able to Look in the Mirror & Honestly say That You Are PERFECT!!!
LL80
Level 1: Cadet

Re: ADSL2 - speed and connection issues

Here are our modem stats

 

DSL Status
 
Up

Status
IPv4 connected
IPv6 disconnected
 
Uptime
06:42:57
 
Data Transfered
66.88 MB(Sent)
1.58 GB(Received)
 
Connection Type
ADSL
 
None of the other information you refer to seems to be available i.e.
 
 
DSL Mode (I assume this is the same Connection Type - should it read ADSL2+ ?)
 
Interleaved ??
 
Maximum Line rate
 
Line Rate
 
Data Transferred
 
Output Power
 
Line Attenuation
 
Noise Margin
 
xylitolian09
Level 6: Bloodhound

Re: ADSL2 - speed and connection issues

 

 

Make sure you change the View to Advanced before you click on the Broadband part. It will then have the same as the one I have posted above... Then just do the same as you did with the one you posted...

The Advanced Option is the one to the very right of the Options along the top of the screen.

Never judge Another Person Unless You are Able to Look in the Mirror & Honestly say That You Are PERFECT!!!
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: ADSL2 - speed and connection issues

Type 10.0.0.138 in your browser's address bar, that will take you to the modems config page, then click advanced, then broadband
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
LL80
Level 1: Cadet

Re: ADSL2 - speed and connection issues

Could 'Ethernet Staus Down' be contributing to our problems at all?

 

The green light on our modem is often flashing but green.

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: ADSL2 - speed and connection issues

No, it has nothing to do with an ADSL connection

 

The only lights that should stay constantly solid is WAN, and Status/ECO. All other lights flickering is a sign of activity

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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