The technician explains the possible reasons behind your internet issues.
The technician explains the possible reasons behind your internet issues.
I was hoping someone who is more knowledgeable than me could tell me if this theory is sensible or a load of crap. I live in a rural area and CenturyLink's ADSL is all we can get. We get a 2MB download speed. Sharing that between four people is really difficult. Sharing that between two people isn't. So, I added a secondary connection to the house back in late August. That second connection has NEVER worked properly. It is the same speed as the other connection; but, basically, it randomly drops and I (almost always) have to reboot the modem to get it to come back. I wouldn't complain if it did this a couple times a week; but, it does it at least once a day, sometimes every hour, sometimes every 15 minutes. I can go hours with it unusable because of the drops. When I got the secondary added, the techs must have messed up the first connection, cause it started doing the same thing after the second was added... and this was a problem I never had before. I was able to get a tech to fix the first connection about a month after the secondary got added. However, dozens of techs later, the secondary is still not fixed. So, I've had this connection for six months and they still haven't fixed it. I tried a different modem, since a tech suggested that maybe it was dropping credentials. But, the other modem does the exact same thing. The most recent tech had these two theories... 1) He thinks it's possible the two connections are interfering with each other, which causes the drops. Back when both connections were dropping, they never dropped at the same time. It was completely random. However, like I said, the first connection got fixed and hasn't had the drop issues in months. 2) He said something about how, when a new account is created, a computer generates the account and does all the programming for it. His theory is that the computer messed up the configuration for my account. According to this tech, he has seen this issue a hundred times and no amount of human interaction will fix it. He recommended I cancel the account, wait a week, and then order a new account, and reuse all the same equipment and setup. I'm concerned about that because it means I'll have to repay setup fees and there's a chance it won't actually fix the problem. Plus, I'm worried they'll mess up the other connection... again... He said there isn't a way for them to do a clean flush without me full out canceling the account. So, I was hoping someone more educated in networking could tell me if his theory sounds like something I should actually consider attempting, or if he is making an excuse for CenturyLink's inability to fix this. Thanks in advance
Frequent drops often stem from various factors, especially with the changing signals of ADSL and the long distances involved. Are the modem connections visible? Do devices cease functioning while lighting remains unchanged? Do you own any wired devices or are all connections wireless?
Thanks for your quick response. Both wired and wireless connections are down. The internet indicator is red, but I notice the drop appears before the modem light changes, which is why I keep checking my ping to google.com.
They may affect each other and the situation could still exist. No physical effort is involved, so I can't elaborate further. When multiple accounts appear at a particular location, problems arise. This relates to PPPoE and which data belongs to which account. Initially I assumed DHCP, but if IPoE is active it's more likely PPPoE. If the accounts are incorrect because wrong information was assigned during setup, lease renewals fail every time the modem connects. Contact your ISP with these details. Two connections sharing the same address and account name, dropping periodically—likely one has valid PPPoE info while the other doesn’t. -Network engineer in charge of DSL.
I’d begin by retrieving the output from each modem/router you have and gathering the ADSL line statistics. Without these numbers, it’s hard to troubleshoot effectively. You can handle the details yourself and others will be able to help. The line statistics should resemble the format you described.
Some suggestions I’d offer:
- Use NTE filtered face plates for the master socket, preferably avoiding DSL filters.
- If you don’t have filtered face plates, every device on the phone system needs a DSL filter.
- Ensure all devices are removed from the line stats review—phones, extensions, etc.
- Check your alarm system connection to the phone network; it should be filtered ADSL.
- Verify line attenuation matches specs, SNR is appropriate for the distance, and modem output power stays within range.
- Modem performance should comply with DLM settings, and the signal-to-noise ratio is correct.
Any issues beyond these points might require confirmation from your ISP.
Focusing on DSL line quality is essential. Issues often arise when working with distant sources or numerous taps. Corrosion along the line is a common concern. This overview can expand further if needed.