Frequent Disconnection

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Frequent Disconnection

Post by ShaminG » Tue Oct 25, 2011 5:47 pm

Hi admin, it's already 5.30pm and yet my connection is still not restored. Any updates? Tried calling Exetel but they kept me waiting on the line constantly.
There will be another tech coming in tomorrow morning to complete the jumpering from B side of the MDF.

wengz90
Posts: 18
Joined: Wed Sep 07, 2011 12:28 am
Location: Melbourne

Re: Frequent Disconnection

Post by wengz90 » Fri Oct 28, 2011 6:29 pm

I am advised that my problem has been solved. It seems that the speed is restored back to normal speed but the frequent disconnection issues still occurs.

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Frequent Disconnection

Post by ShaminG » Sat Oct 29, 2011 1:35 am

I am advised that my problem has been solved. It seems that the speed is restored back to normal speed but the frequent disconnection issues still occurs.
I have conducted a line test and results appear to be within the acceptable range. With the high downstream sync rate, your current signal to noise margin appears to be marginal.

If required, we could try your connection by dropping the sync rate. Which will increase the noise margin and make the connection more stable.

wengz90
Posts: 18
Joined: Wed Sep 07, 2011 12:28 am
Location: Melbourne

Re: Frequent Disconnection

Post by wengz90 » Sat Oct 29, 2011 1:00 pm

By dropping the sync rate u mean reducing the download speed?

KavindaS
Exetel Staff
Posts: 2715
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Frequent Disconnection

Post by KavindaS » Sat Oct 29, 2011 1:17 pm

wengz90 wrote:By dropping the sync rate u mean reducing the download speed?
Depends on the speed program that we set. If it is the most stable one will reduce some speeds but connection holds stably. Let us know if you wish to test on that.

wengz90
Posts: 18
Joined: Wed Sep 07, 2011 12:28 am
Location: Melbourne

Re: Frequent Disconnection

Post by wengz90 » Sat Oct 29, 2011 4:33 pm

Yeah I don't mind testing that.

Kaushalya
Exetel Staff
Posts: 278
Joined: Wed Jan 13, 2010 4:25 pm
Location: Australia

Re: Frequent Disconnection

Post by Kaushalya » Sat Oct 29, 2011 8:42 pm

Yeah I don't mind testing that.
I have reduced the connection sync rate for testing purposes. Please monitor the service and let us know if you have any issues.

wengz90
Posts: 18
Joined: Wed Sep 07, 2011 12:28 am
Location: Melbourne

Re: Frequent Disconnection

Post by wengz90 » Tue Nov 01, 2011 10:24 pm

The disconnection still occurs but less than before.

stevecJ
Exetel Staff
Posts: 1063
Joined: Wed Jan 06, 2010 9:48 am

Re: Frequent Disconnection

Post by stevecJ » Tue Nov 01, 2011 11:21 pm

wengz90 wrote:The disconnection still occurs but less than before.
Hi wengz90,

We'll keep an eye on this service and check the progress for the next 24 hours.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

stevecJ
Exetel Staff
Posts: 1063
Joined: Wed Jan 06, 2010 9:48 am

Re: Frequent Disconnection

Post by stevecJ » Thu Nov 03, 2011 3:01 pm

stevecJ wrote: Hi wengz90,

We'll keep an eye on this service and check the progress for the next 24 hours.
Hi wengz90,

I have checked your connection and it appears to be much more stable and according to the last session your modem has been connected for more than 12 hours without dropping out.

Please do monitor the service further and feel free to contact us if you experience any further difficulties with the service.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

tabletennisman
Posts: 12
Joined: Tue Jul 07, 2009 8:11 am
Location: QLD

Re: Frequent Disconnection

Post by tabletennisman » Thu Nov 03, 2011 4:28 pm

I'm also having LOTS of disconnections. I'd say there's been about 15 since midday here. Every 15 or so minutes, it disconnects, then comes back online for a couple of minutes, before it disconnects again. Ticket #4543710. Internet is practically unusable - could somebody please have a look at this ASAP?

Thanks.

stevecJ
Exetel Staff
Posts: 1063
Joined: Wed Jan 06, 2010 9:48 am

Re: Frequent Disconnection

Post by stevecJ » Thu Nov 03, 2011 9:00 pm

tabletennisman wrote:I'm also having LOTS of disconnections. I'd say there's been about 15 since midday here. Every 15 or so minutes, it disconnects, then comes back online for a couple of minutes, before it disconnects again. Ticket #4543710. Internet is practically unusable - could somebody please have a look at this ASAP?

Thanks.
Hi tabletennisman,

One of our support engineers has emailed your requesting for some information in order to escalate this issue to our supplier. Could you please reply to that email with the requested details :?:
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

tabletennisman
Posts: 12
Joined: Tue Jul 07, 2009 8:11 am
Location: QLD

Re: Frequent Disconnection

Post by tabletennisman » Sat Nov 05, 2011 1:11 pm

ended up replacing the modem and seems to be stable so far... will send a follow up email in the next couple of days though. Thanks for the email support to sort out the problem.

Kaushalya
Exetel Staff
Posts: 278
Joined: Wed Jan 13, 2010 4:25 pm
Location: Australia

Re: Frequent Disconnection

Post by Kaushalya » Sat Nov 05, 2011 3:09 pm

ended up replacing the modem and seems to be stable so far... will send a follow up email in the next couple of days though. Thanks for the email support to sort out the problem.
It is glad to hear that the service is stable. It can be seen in our server as well :D
Let us know if you have further issues.

Sheldon
Posts: 1
Joined: Tue Feb 10, 2009 5:05 pm
Location: Gold Coast

Re: Frequent Disconnection

Post by Sheldon » Sat Nov 05, 2011 4:16 pm

I'm experiencing extremely frequent disconnections. Ticket number 4569772.

I've spent a long time on the phone today but maybe you'll be able to help where they havent.

I've done everything possible (new splitter, router, cables, unplugged all the computers etc) but the disconnects keep happening.

They seem random, sometimes i'm online for 10+ mins, other times not even a few seconds before it disconnects. My internet is basically unusable, and online gaming is just stupid.

Not only is my internet dropping out lots, but my linespeed has decreased by 4. Usually i'd get around 10mb/s on a speedtest. I'm now seeing only from 2mb/s - 4mb/s.

I've been with Exetel for coming up to 4 years in the same location and it's been fine up to now, im unsure what has suddenly triggered this.

Hope you can be of help.

Thanks.

Post Reply