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Frequent Disconnection

Posted: Sun Sep 11, 2011 9:29 pm
by wengz90
Hi Admin,

I have recently subscribed to Exetel ADSL2 broadband plan & paying $60 a month. The connection speed is good but I am getting frequent disconnection every day. Once or twice in everyday. It is very frustrating as I am using it to do my work halfway & it gets disconnected. Any idea whats wrong with the connection. It only disconnects for a minute. I am currently using NetComm NB6Plus4W modem. Thanks in advance.

Re: Frequent Disconnection

Posted: Mon Sep 12, 2011 8:37 am
by Dazzled
During that minute, do you see your modem lights flashing in the same way as when you boot it up? If so, something local to you has caused the modem to select its error option, which is to drop out the connection. Drop outs will be listed in the modem log usually as DOWN, followed by UP when it restarts.

The next step is to find the cause. The candidates are: a fault at the exchange or on the phone line to your house; a faulty modem; and a noise source entering the line from inside your place, either from faulty wiring or equipment. The last is very common. Exetel support can investigate the first, the others need to be checked by you. Start with an isolation test. Connect your modem to the first phone point in your house, on a short cable, and disconnect everything else from the phone wall sockets (including faxes, alarms, phones and filters). Read the line status in the modem. Has it improved? Then put things back one at a time. If the situation improves at some point, you have found the faulty device.

If this doesn't solve the problem, email residentialsupport@exetel.com.au, and tell them your modem line status figures and the result of your isolation test. They can perform further tests on the external phone line. They may ask you to unplug all your equipment during testing.

Re: Frequent Disconnection

Posted: Mon Sep 12, 2011 12:49 pm
by wengz90
Dear Dazzled,

Yes, the ADSL light & PPP light starts blinking. Its like the modem restarting every time. My modem is connected directly to the main phone line without spilter or any other devices connecting such as phone or fax. The disconnection is random. Sometimes there's no disconnection for the whole day and the next day it gets disconnected 2 to 3 times. The modem is a new modem from NetComm and I don't think its a faulty modem fault.

Re: Frequent Disconnection

Posted: Mon Sep 12, 2011 3:06 pm
by Dazzled
It looks as though the line needs testing. Drop an email to support.

Re: Frequent Disconnection

Posted: Mon Sep 12, 2011 4:55 pm
by NadunH
Yes, the ADSL light & PPP light starts blinking. Its like the modem restarting every time. My modem is connected directly to the main phone line without spilter or any other devices connecting such as phone or fax. The disconnection is random. Sometimes there's no disconnection for the whole day and the next day it gets disconnected 2 to 3 times. The modem is a new modem from NetComm and I don't think its a faulty modem fault.
I refer to the telephone conversation we had earlier in the day. With the initial testing We do not see any errors on the connection.
If you have any further concerns with regards to the matter, please contact us with the Ticket ID: 4430703.

Re: Frequent Disconnection

Posted: Mon Sep 12, 2011 5:03 pm
by wengz90
Alright. I will try to monitor the situation and see how it goes. Thanks in advance

Re: Frequent Disconnection

Posted: Mon Sep 12, 2011 6:59 pm
by KavindaS
wengz90 wrote:Alright. I will try to monitor the situation and see how it goes. Thanks in advance
No worries at all. You may monitor it and let us know if any further investigation need by quoting 4430703. :)

Re: Frequent Disconnection

Posted: Mon Sep 12, 2011 7:43 pm
by Mixer
wengz90 wrote:Hi Admin,

It only disconnects for a minute. I am currently using NetComm NB6Plus4W modem.
I had issues with the NB6Plus4W - line dropouts and LAN ports dying, it appeared to be heat related, try making sure that the modem is getting good airflow.

Re: Frequent Disconnection

Posted: Tue Sep 13, 2011 2:37 am
by wengz90
The modem is definitely getting good airflow because I just put it right on my table. I've already tried disconnecting every single cable n replug but it seems that the disconnection still continues. =/

Re: Frequent Disconnection

Posted: Tue Sep 13, 2011 2:01 pm
by NadunH
The modem is definitely getting good airflow because I just put it right on my table. I've already tried disconnecting every single cable n replug but it seems that the disconnection still continues. =/
As discussed, it is adviseable to check the connection with an alternate borrowed modem before we go ahead with any service issues. :)

Re: Frequent Disconnection

Posted: Tue Sep 13, 2011 5:03 pm
by Mixer
wengz90 wrote:The modem is definitely getting good airflow
wengz90, before I got rid of my Netcomm it had all the panels off just to keep it cool. As suggested borrow a modem, or buy a TPLink? cheapo as backup. The Netcomm NB6 have a bit of heat related history with a common issue of caps drying out, hence intermittent performance. Good Luck

Re: Frequent Disconnection

Posted: Thu Sep 22, 2011 11:44 pm
by wengz90
Hi admin, I've already tried using another modem. I borrowed my friend's NetGear modem but the problem still seems to persist. I've also noticed recently there is a slowdown in speed and some connection issues. Sometimes I'm connected to the net but I couldn't load webpages or very slow in loading certain websites such as facebook. Both my housemates which are using the wifi couldn't connect to the network sometimes and I've to restart the modem to solve the problem. Any idea regarding this issue?

Re: Frequent Disconnection

Posted: Fri Sep 23, 2011 2:20 pm
by rukshani
wengz90 wrote:Hi admin, I've already tried using another modem. I borrowed my friend's NetGear modem but the problem still seems to persist. I've also noticed recently there is a slowdown in speed and some connection issues. Sometimes I'm connected to the net but I couldn't load webpages or very slow in loading certain websites such as facebook. Both my housemates which are using the wifi couldn't connect to the network sometimes and I've to restart the modem to solve the problem. Any idea regarding this issue?
A support engineer is looking in to this.

Re: Frequent Disconnection

Posted: Fri Sep 23, 2011 4:56 pm
by NadunH
Hi admin, I've already tried using another modem. I borrowed my friend's NetGear modem but the problem still seems to persist. I've also noticed recently there is a slowdown in speed and some connection issues. Sometimes I'm connected to the net but I couldn't load webpages or very slow in loading certain websites such as facebook. Both my housemates which are using the wifi couldn't connect to the network sometimes and I've to restart the modem to solve the problem. Any idea regarding this issue?
I refer to the telephone discussion we had earlier. As discussed we have escalated the issue towards the wholesale supplier under the reference number 4450748. We will update you once we receive an update from them...

Re: Frequent Disconnection

Posted: Sun Sep 25, 2011 11:19 am
by wengz90
The problem is getting worse as these 2 days my connection speed is extremely slow. Speedtest results show that my speed is only 1mbps or lower. Sometimes i couldn't even load webpage