JKLionheart
join:2009-10-30
Cupertino, CA
| AT&T Elite DSL connectivity issues
I've been having my AT&T DSL Elite internet cut out on me extremely frequently at night (I primarily use my internet at night). It's been going on for about 3 weeks or so. It often cuts off every few minutes, I reset my router and power cycle the modem. Even when my internet is connected, I've done speed tests yielding 3mbps/0.5mbps.
1) Elite
2) Using Speedstream 5100 (4 lights)
3) Using a DLink DIR-655 router
4) PPPoE is entered into router
5) Power/Ethernet/DSL lights usually on, Activity light blinks
randomly. Connection usually re-establishes within a minute, sometimes longer. If not, I usually turn modem off/on and reset router, so I haven't waited around to see if lights change.
6) Yes all devices plugged into phone jacks have filters. The DSL modem's phone line is connected to the 'computer' logo of one of the filters, while the phone is connected to the 'phone' logo.
7) Powering off the modem and turning it on again usually reconnects, but not always. It has not resolved the connection breaking constantly.
8) No unusual noise on the phone line.
9) Could not access my modem. Originally had computer connected to internet via router. Read that I needed to connect computer directly to modem. Tried that, but »192.168.0.1 did not work. Can someone advise? I've read through several forums on how to access the modem. I'm not computer illiterate, but this is simply new to me.
10) The last AT&T speedtest results:
Download = 2.588 Mbps
Upload = 638.87 kbps
After connection died and came back:
Download = 4.167 Mbps
Upload = 638.67 kbps
but it generally dips back down fairly soon.
I'm not sure what other information I can provide to help. Thanks to anyone and everyone who helps out! |
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d_l
Barsoom
Premium,MVM
join:2002-12-08
Reno, NV
2 edits | The 4 LED modem doesn't have easy access stats.
See this FAQ for stats access instructions on the 5100a: »Ameritech - SBC FAQ »Funhouse info on the original 5100a Modem including how to get at line stats |
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JKLionheart
join:2009-10-30
Cupertino, CA
| Thanks for pointing that out!
I've included the stats I've pulled from the modem. Thing is, it seems to be "ok" currently (speedtest.net 4.48mbps/0.56mbps right now). I may have to try to catch it again when it's being slow?
I've been having major connectivity issues still. Got kicked off 4-5 online sessions on my PS3 in the past 1-2 hours. Internet seems to come back quick enough tonight that I don't notice it as much on my computer, but it still cuts off frequently.
Please let me know what else I can provide. I appreciate all the help I get, thanks! |
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daveinpoway
Premium
join:2006-07-03
Poway, CA
| Your SNR figures (3.5 dB and 3.0 dB) are horrible. Anything less than 6 dB is likely to lose sync.
If you connect the modem directly to your NID, what are the statistics then? The amount of change will help to determine whether the problem is with your inside wiring (your responsibility to repair) or if it is external to your house (AT&T will have to fix it). |
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JKLionheart
join:2009-10-30
Cupertino, CA
| Thanks for the explanation!
I'll have to find some time to try that out. I have never done this before, and I did check the FAQ but my NID looks a bit different. I'll bring a cordless phone out and unplug each of those 4 phone jacks to see which one kills the dial tone. I think that'll be the line I need to use?
Any pointers before I try it out myself would be appreciated.
Attached is a photo of the NID outside my house. |
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daveinpoway
Premium
join:2006-07-03
Poway, CA
| From the looks of things, it appears that only the top jack is being used.
Here's an FAQ (borrowed from another forum) regarding testing at the NID: »EarthLink DSL FAQ »How do I test at my NID? What does it look like? |
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JKLionheart
join:2009-10-30
Cupertino, CA
| SO... I should have noticed this before but I took the photos of the NID in the dark... the wires connecting to the top of the 4 phone jacks is cut... it's not connected to anything!
The white cable on the left side that goes off-screen to the right... I think that's a remnant of when my dad had ISDN for work... because that cable goes through the drywall, but also ends in an unconnected cable.
These are the only 2 cables that seem to be connected. Can someone confirm to me that this IS the NID?
I brought out a cordless phone with me and unplugged the top phone jack. Phone still worked. Unplugged all 4 of the phone cables. Phone still worked. I don't think this is where my phone line is coming from... I do have another smaller box next to it labelled 'telephone' which I opened up. The white cables goes to this area, but there is no phone port to plug in a modem to test either. There are wires in the smaller 'telephone' box but nothing I can interface with.
What else can I do or am I stuck calling someone in now? Thanks again for the help! |
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daveinpoway
Premium
join:2006-07-03
Poway, CA | Can you provide a picture of the inside of the "telephone" box? |
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JKLionheart
join:2009-10-30
Cupertino, CA
| It's a huge jumbled mess, but I hope it helps. Thanks for the help! |
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JKLionheart
join:2009-10-30
Cupertino, CA
| Again, the white cable coming in from the bottom comes from the larger box to the left, goes into this smaller telephone box, through the drywall into my garage, and ends in a cable that is not connected to anything. I can post a photo of that end if it would help, but the fact that it's not connected seems to me that it wouldn't help at all. |
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wayjac
Premium,MVM
join:2001-12-22
Indy | That gray box hanging outside the box is a pots filter
If you disconnect one wire off the red or green post you should have no dial tone at the phone jacks inside the house |
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daveinpoway
Premium
join:2006-07-03
Poway, CA
| reply to JKLionheart
I assume that the gray plastic box on the right has at least 2 more terminals (in addition to the red and green screws that you showed). I can't make out the writing on this box, but it appears to be a whole-house DSL filter. If you enter the part number(s) on this box into Google, that will tell you if my theory is correct.
Anyway, since you do not appear to have any way to connect your DSL modem to the incoming phone line, you will need to have an AT&T tech come out. If you experience poor results when you call AT&T tech-support, you can post in the AT&T Direct forum. When the tech arrives, I assume that he/she will install an NID with a test jack.
If the tech tells you that your problem is with the internal wiring of your house and wants to charge you for the repair, politely mention that this is not fair to you, since you had no way to determine whether the problem is internal or external without a test jack. |
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wayjac
Premium,MVM
join:2001-12-22
Indy
 ·AT&T Midwest
| This type of filter only has outputs for filtered phones
If you trace the wires from the filter to the station protector that's where the dialtone is, two wires come from the "street" there should be a wire pair going to the modem and the leads from the filter
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daveinpoway
Premium
join:2006-07-03
Poway, CA | Sorry for not making myself clearer; the 2 (twisted-pair) wires coming into the filter are technically terminals.
Some (other-style) filters have both filtered and unfiltered outputs; some even include a test jack. |
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wayjac
Premium,MVM
join:2001-12-22
Indy
·AT&T Midwest
| said by daveinpoway  :Some (other-style) filters have both filtered and unfiltered outputs; some even include a test jack. Are talking about this type of filter or something else
 |
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JKLionheart
join:2009-10-30
Cupertino, CA
| So it seems the conclusion is that I'm NOT able to test whether the problem w/ my line's SNR is my house's wiring or coming from the street.
daveinpoway, if the problem were in my internal wiring and I tell them it's unfair to charge me, is that enough for them not to charge me? Or am I just trying my luck? I just want to know what to expect, what's the policy on that, etc.
Thanks wayjac and daveinpoway! |
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daveinpoway
Premium
join:2006-07-03
Poway, CA | reply to wayjac
I was thinking about something like the SPSDL0SR1 shown here: »www.hometech.com/hts/products/wi···dex.html |
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daveinpoway
Premium
join:2006-07-03
Poway, CA
1 edit | reply to JKLionheart
Since I don't work for AT&T, I am not privy to their internal policies. You can ask when you call tech-support (or you could ask in the AT&T Direct forum).
Unfortunately, the reality is that you need some type of repair in order to make your connection work reliably. If it should turn out that the problem is internal to your house, you will have 3 options (assuming that you are not equipped to do this kind of work yourself):
1) AT&T will fix it for free.
2) You will have to pay AT&T to do the repairs.
3) You can hire an independent telephone wiring contractor.
One thing you could do before calling in: Get yourself a more recent DSL modem (SpeedStream 5100 B [5 LED's], 4100, 4100 B or Netopia 3346N-002 come to mind) and check the line statistics using that. It's possible that your modem is at fault. Around here, used ADSL modems can be found in used-merchandise venues in the $1 to $5 range (don't bother checking Craigslist- the prices there tend to be way too high). If it turns out that the statistics are bad with the other modem, also, you will still end up with a spare modem (always a good thing to have anytime you suspect that your modem might have failed). |
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JKLionheart
join:2009-10-30
Cupertino, CA
| Thanks, I decided to post to the Direct forum to get the ball rolling and see if they can check my line stats from their end. An online chat from support 2 weeks back or so said they were seeing issues in the area and to 'try again in 4-5 hours'.
I do have a Motorola DSL modem, I think it's the 2210, but I searched everywhere on the box for a model number. It certainly looks like the 2210. I got it when we upgraded to Elite DSL and needed some work done by a tech to make it work. Supposedly we were borderline for qualifying for Elite speeds, but my parents were home at the time to deal with the tech, so I don't have details. Thing is, the Motorola gave me tons of issues with disconnects, so I swapped back the Speedstream and now I can't get the Motorola to work anymore.
Just curious, if you or anyone else happens to know, how long does it take to do repairs internal to my house if that needed to happen? |
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daveinpoway
Premium
join:2006-07-03
Poway, CA | Some of the Motorola 2210 modems had problems with early failures due to overheating. When shopping for used modems, I do not recommend buying a 2210, since the ones that are for sale are likely to be the ones that had the problems. |
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