Billion 7800NXL are my settings correct

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Tue Jul 02, 2013 3:38 pm

Hi there, I note that I currently have a very slow profile applied to my account but as there is no testing planned at this stage can this profile please be replaced with the higher speed profile that I was assigned yesterday?

At the moment I have a ~1400kbps speed, at least when I had the higher speed profile attached I was getting ~3000kbps.

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

Re: Billion 7800NXL are my settings correct

Post by KavindaS » Tue Jul 02, 2013 4:17 pm

rlsaj wrote:Hi there, I note that I currently have a very slow profile applied to my account but as there is no testing planned at this stage can this profile please be replaced with the higher speed profile that I was assigned yesterday?

At the moment I have a ~1400kbps speed, at least when I had the higher speed profile attached I was getting ~3000kbps.
Once the profile is raised, engineer will contact you as you have requested ASAP.

rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Tue Jul 02, 2013 6:28 pm

An engineer contacted me and notified me that the speed would be raised to the maximum profile (~24000kbps). I disconnected my modem and then performed a factory reset but I am connected at 2783.

For reference my connection stats are:

xDSL
Mode ADSL_G.dmt.bis
Traffic Type ATM
Status Up
Link Power State L0
Downstream Upstream
Line Coding (Trellis) On On
SNR Margin (dB) 7.1 12.0
Attenuation (dB) 37.0 34.2
Output Power (dBm) 0.0 12.9
Attainable Rate (Kbps) 3412 348
Rate (Kbps) 2783 348


As noted, my technician via this forum and through conversation with the engineer who contacted me - my technician has prepared a letter stating this issue is outside the control of the apartment and apartment complex. I will be forwarding this through to Exetel support shortly.

Arshad Hassim
Exetel Staff
Posts: 146
Joined: Mon Jun 25, 2012 3:53 pm
Location: Australia

Re: Billion 7800NXL are my settings correct

Post by Arshad Hassim » Tue Jul 02, 2013 8:31 pm

Hi rlsaj,

we are awaiting the email confirmation from you stating that there are no issues from the MDF to and within your unit, kindly reply to the ongoing email thread with Exetel.

regards,

rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Wed Jul 03, 2013 8:24 am

If Exetel agrees that the technician's letter comprehensively states that all issues are outside the control of the apartment/apartment complex, what is the next step?

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

Re: Billion 7800NXL are my settings correct

Post by KavindaS » Wed Jul 03, 2013 9:51 am

rlsaj wrote:If Exetel agrees that the technician's letter comprehensively states that all issues are outside the control of the apartment/apartment complex, what is the next step?
If that confirms no issue from the B end of the MDF up to the unit, once we gather all the basic troubleshooting steps from you, we may have to log a ADSL service issue with the supplier to check accordingly. However we will inform you on that in detail via the same email thread. :)

rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Tue Jul 09, 2013 12:15 pm

Thanks KavindaS. I have now sent through the confirmation from my technician and electrician on the email thread.

I have frequent drop outs and speed issues however whenever a technician visits and performs a check/reset the speeds increase exponentially (line attenuation approx. 33dB for downstream and Rate is approx. 12000 Kbps) for a few hours. I am then disconnected in the evening – typically between 6-8pm and am reconnected at a slower speed (line attenuation 40dB and rate is approx. 2900Kbps). The speed and attenuation stays at this rate even after manual disconnects (modem reset, disconnecting phone port for 20mins plus).

Attached below are some stats from my modem at different times during the day.

Image

Note that I have performed isolation tests, I am now on my third modem (the Billion 7800NXL) and my third inline filter. The answer to the following questions are (posting them here because I've answered them twice already in my email thread):

Can you hear any noise over the dial tone? Yes, intermittently.
Have you tried your Modem in different place in order to replicate the same issue as you claim? I have tried a different modem in the same place (2 X netgear DG384G and 1 x Billion 7800NXL). We only have one operational phone line in our apartment.
What is the length of the cable that you are using between your modem and the telephony wall socket? <1 Meter.
Do you have Foxtel/a Back to base Alarm system installed? No
Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter? Yes
Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)? Yes (for the sake of testing I tried it with and without the filter/splitter instaleld)
Have you tried factory resetting your modem? (refer modem instruction manual) Yes, multiple times.
Are you using any extension leads? No
Have you checked the service by swapping your telephony cable? Yes, I have 3 telephone cables (all <1 Meter and one of these purchased brand new)
Please provide us with your best contact mobile number in order for us send you periodical updates or to contact you directly: I have done this already.
Attachments
scr-attenuation-change.jpg
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KavindaS
Exetel Staff
Posts: 2715
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Billion 7800NXL are my settings correct

Post by KavindaS » Tue Jul 09, 2013 12:44 pm

rlsaj wrote:Thanks KavindaS. I have now sent through the confirmation from my technician and electrician on the email thread.
Engineer will contact you shortly. Your technician seems to have contacted us and provided the details. We will log the service issue as soon as the engineer get confirmed few other details with you.

rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Tue Jul 09, 2013 1:07 pm

Great, I await the call.

rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Fri Jul 12, 2013 1:39 pm

Thanks Exetel for sending out a technician earlier today, he was very helpful.

After a 10 minute diagnostics test on my line (testing quality between MDF and Exchange) he identified at least 4 dropouts. He noted that the line quality is not suitable for data transmission. From my phone discussion with an Exetel engineer earlier today, he noted that the technican sent out today (12/07/13) was a data/cable specialist, whereas the one sent out previously (18/06/13) was not.

This may explain why the non data/cable technician sent out on 18/06/13 could not identify any problems. Today's technician said that his Network/Exchange issue will be reported and passed through to Optus and then Exetel. He noted that the cabling between MDF and my apartment was not part of the issue.

My records show that on 18/06/13 I was billed by Exetel for something called an "Incorrect Call out Fee" of $220. My understanding is that this means any issues are determined to lie within the MDF to apartment zone, not external. This is in stark contrast to what the Exetel-supplied technican sent out today (12/07/13) identified as issues between Exchange and MDF.

As result, I request that the $220 that I have already paid for the technican sent out on 18/06/13 please be reimbursed to the account from which I paid. Because it wasn't an Incorrect Call out.

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

Re: Billion 7800NXL are my settings correct

Post by KavindaS » Fri Jul 12, 2013 1:59 pm

rlsaj wrote:

As result, I request that the $220 that I have already paid for the technican sent out on 18/06/13 please be reimbursed to the account from which I paid. Because it wasn't an Incorrect Call out.
Leave it with me. I will go through the tech notes and update you.

rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Mon Jul 15, 2013 12:32 pm

Thanks KavindaS, I look forward to any update on this.

Amila Fernando
Exetel Staff
Posts: 377
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Billion 7800NXL are my settings correct

Post by Amila Fernando » Mon Jul 15, 2013 2:14 pm

rlsaj wrote:Thanks KavindaS, I look forward to any update on this.
Please note that as per the phone conversation, a field technician has been scheduled on 19/07 between 8.00am and 12.00pm to check interference issues on your line.

We will provide you more updates once its available.
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)

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rlsaj
Posts: 48
Joined: Mon Mar 19, 2007 2:11 pm

Re: Billion 7800NXL are my settings correct

Post by rlsaj » Mon Jul 15, 2013 2:30 pm

One technician sent on 18/06/13 who did not find issues. Another technician sent on 12/07/13 who did identify issues within the Network - not my premises. Now another specialist technician will come on 19/07/13 to check more issues.

What information do I need to provide next time so that this third technician is the first technician to address the problem?

Amila Fernando
Exetel Staff
Posts: 377
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Billion 7800NXL are my settings correct

Post by Amila Fernando » Mon Jul 15, 2013 3:47 pm

rlsaj wrote:One technician sent on 18/06/13 who did not find issues. Another technician sent on 12/07/13 who did identify issues within the Network - not my premises. Now another specialist technician will come on 19/07/13 to check more issues.

What information do I need to provide next time so that this third technician is the first technician to address the problem?
Please ensure that suitable access to the MDF (Main distribution frame) is available and please be in attendance during the above time frame.
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)

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Exetel Support Portal
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