No Light At The End Of The Tunnel

[cabinetman]

For over a month our DSL internet connection has just dropped off many times during the day and night. In the last 48 hrs it has dropped off 51 times. This goes back to a problem stated in this thread. When it drops off, it could be off for a few minutes or an hour or more.

Here's what ATT has done:

Checked the signal to our home, and got a good signal...of course that was likely done when the internet was connected.

Changed out the phone connection box on the side of the house.

Checked each individual phone line from the box to the inside of the house.

We have disconnected each phone one at a time to see if one is responsible. The connection drops off with all but the modem line connected.

The modem/router has been changed 4 times and each time has checked out, as OK.

We have had 6-7 so called technical experts try to solve this problem. Of course none of them can be called back, and none of them know why this is happening or what the fix is. Our last contact was with a supervisor, that thinks the problem is with the DSLAM. We were told that there are about 12 clients per card and the card may be bad. They are reluctant to change out the card because they say it's expensive and they aren't sure that's the problem. They continue to say the signal to our home is good.

When asked if they checked with others in our area for outages, they say that is handled in another office. Logic tells me that checking that out first and finding out what was done to fix the problem would be the best way to start. To date, they haven't done that.

Well, what has happened? Have they developed a system that's beyond the capabilities of humans to fix. Any thoughts?
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[turkeywire]

I have the address for the complaint department at corprate if you want it.

Carl

[Richard in Smithville]

Companies like to blame things on the end user when they can't figure out the problem.

[LCHIEN]

have you replaced the router or modem yet?
In my experience, I have had several intermittent routers of all makes and models.

If its only dropping out once per hour they may never see it, and there will always be a good signal going into your house.

ATT is theoretically only responsible up until the input to your modem.

unfortunately a internet link is a chain of series connected equipment so its real hard to pinpoint which is dropping out. Use the lights on the router and modem to help.

[cabinetman]

have you replaced the router or modem yet?

As I stated, ATT has replaced the modem/router 4 times, with an all-in-one business class.
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[9johnny5]

I experienced the same symptoms as you describe when we switched from DSL to Comcast. About a week ago, I finally found the issue: an intermittent Cat-5 cable from the cable modem to the router. This was a brand-new cable, and evidently when my service would drop off in the past, my moving the router and cable modem box to reset them would make the connection temporarily.

It's been a week and not a single drop...all this time I was cursing Comcast... it WAS their new cable, not their service.

Hope it helps.

Johnny C.

[sparkeyjames]

Ah yes corporate inefficiency at it's finest. It must be some other departments problem the line checks out fine.

[sparkeyjames]

I experienced the same symptoms as you describe when we switched from DSL to Comcast. About a week ago, I finally found the issue: an intermittent Cat-5 cable from the cable modem to the router. This was a brand-new cable, and evidently when my service would drop off in the past, my moving the router and cable modem box to reset them would make the connection temporarily.

Johnny C.

I always build and test my own Cat 5e cables. That way if it truly is bad only the bad ends need to be redone. 500 feet ($40) of Cat 5e cable is relatively inexpensive as are the crimp tool ($25-35) and RJ45 crimp ends (25 for $5). If you use more than 3, 20 foot manufactured cables at $10-25 each you have spent about what it would cost to do it yourself. Places like Best Buy rape you on the cable prices.

[cgallery]

Some ideas...

Is it possible that there are any devices in your house trying to use the phone line that don't have filters on them?

Up here (in Wisconsin) some utilities have devices that report usage via modem. For example, my mom's water utility receives usage reports via modem.

Also, alarm panels use modems to report-in. Some of them report every arm/disarm. Others only normally report trips, but then after x-number of days need to perform a diagnostic call-home.

I'm not privy to DSL wiring at the central office, but is it possible they could move your connection to another DSLAM without having to replace yours? I imagine it is just a matter of punching two wires down on another board somewhere.

Finally, I'll tell a story that seems to relate to what motivates AT&T: Press coverage.

When high-speed Internet connections were rolling out in our area 10 years ago, I was contacted by Time Warner and asked if I was interested in beta-testing the Road Runner service. "Sure!" I said.

I had also signed-up as a beta tester for DSL service, at my office.

The local newspaper caught wind of my testing and asked if I'd like to comment for an article they were going to write. "No problem," said I.

So about a month pass and the newspaper calls for my impressions. "Well, the Road Runner works great at home. Love it. The DSL still isn't installed."

I agree w/ the newspaper that they will call back in a couple weeks, as the DSL is supposed to be installed any day.

Two weeks pass, newspaper calls, but still have not had any contact/install on the DSL service. We agree to wait four more weeks.

So the newspaper calls, still no DSL service.

Now, it isn't like I haven't been bugging AT&T to get the DSL installed. I never mentioned I was going to be commenting for a story or anything, but I was pestering them quite a bit.

So anyway... This time the reporter says HE will call AT&T (which was technically still Ameritech at the time, I believe).

Within two hours I get a call from the guy that is supposed to be installing it. He says, "I will be out today to install the DSL service."

And he was. He was at my shop about two hours later, and was talking to someone at the central office, working to get the connection working.

When he walked into the shop, he said, "I have an executive order from the president of Ameritech that we are supposed to work around the clock until your DSL circuit is running."

I told him "I'm going home at six, so if it isn't done, you'll have to come back."

So it wasn't working, I did leave, and I returned the next morning at eight, the guy was outside, sleeping in his car.

My point to this entire story is, if you don't find satisfaction w/ AT&T, perhaps try calling your local newspaper/TV stations and ask if they'd like to do a story about your Internet not working for over a month. People like those kinds of stories. And they tend to motivate the providers to get something done.

If nothing else, you can motivate the people that are supposed to be helping you by always asking for their names, and their corporate employee numbers. Tell them that you're saving all that information because of a possible story [on TV or print] about all the problems people have with their Internet connections.

[cabinetman]

Some ideas...

Is it possible that there are any devices in your house trying to use the phone line that don't have filters on them?

Up here (in Wisconsin) some utilities have devices that report usage via modem. For example, my mom's water utility receives usage reports via modem.

Also, alarm panels use modems to report-in. Some of them report every arm/disarm. Others only normally report trips, but then after x-number of days need to perform a diagnostic call-home.

I'm not privy to DSL wiring at the central office, but is it possible they could move your connection to another DSLAM without having to replace yours? I imagine it is just a matter of punching two wires down on another board somewhere.

What's weird is that right before this started happening, there were no changes whatsoever to our home. We had drop off with all filters disconnected and the phones. Nothing was added or subtracted. All computers, modem/router, wiring remained exactly the same. There were no electronic devices added to the house, no I/R, UV, radioactive equipment, no cyclotrons, no CB radios, FM enhancers, antennas, wiring, battery chargers, handheld devices, cellphones, or even a new blender. Status quo at its best.

It just started happening. Two of the tech's they sent out went to the DSLAM to check out our line. One said he did change our position there. When it goes out we get a "login failure" notice. Then we get a "admin/password" window. When it comes back on it may be a weak signal, which slows everything down. They are saying that they are stumped.
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[jgrobler]

About a year ago I had the same problem, 2 different DSL modems, and several visits by AT&T did not resolve it. I struggled for about 3 months, recording each trouble call to AT&T.

One day I decided to do another test. I took my laptop and the modem to my house's connection box and hooked it up there to show them that I'm getting a bad signal at my house, and the DSL line doesn't stay up for more than a few minutes at the most, if it connects at all.

Finally a technicion replaced the cable between the phone switch box (I don't know the correct terminology for it) about 60 yards from my house and my house, and that was the end.

Hope this helps.

[JoeyGee]

Do you have a home security system that dials out? At our old house we had one that wrought havoc with our DSL.

[cabinetman]

About a year ago I had the same problem, 2 different DSL modems, and several visits by AT&T did not resolve it. I struggled for about 3 months, recording each trouble call to AT&T.

One day I decided to do another test. I took my laptop and the modem to my house's connection box and hooked it up there to show them that I'm getting a bad signal at my house, and the DSL line doesn't stay up for more than a few minutes at the most, if it connects at all.

Finally a technicion replaced the cable between the phone switch box (I don't know the correct terminology for it) about 60 yards from my house and my house, and that was the end.

Hope this helps.

This happened about a year ago, same symptoms. It was that switchbox (or two) between ATT and our house. They did something and it was fixed. That intermediary box I think is called a DSLAM. We told them about that, and they think there's no problem there.
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[cabinetman]

Do you have a home security system that dials out? At our old house we had one that wrought havoc with our DSL.

I don't think our security system could be the culprit. We have EWS (Early Warning System), which is two large German Shepherds.
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[phi1l]

It sounds to me like it's time to stop beating your head against that brick wall. It sounds like you have been more than reasonable in trying to get that problem resolved. Investigate switching to cable modem or WiMAX. If you are in about any kind of urban area you should have WiMAX coverage rolling out. They don't advertise it much because they can stay near capacity without it.

Write a courteous letter documenting what happens & what has been done so far & give them a week to have the problem resolved. If you do have it available, I would mention you are considering WiMAX. I think DSL providers are more afraid of WiMAX than cable. Send it to as many AT&T addresses as you can find. If you get satisfaction fine. Otherwise move on. Life is too short.