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[Kie24k]

But I've never seen it even suggested that it's used as an excuse to avoid investigating problems.

I worded it wrong, sorry. I accept that Be's technical support have to follow certain procedures, but at the same time it's becoming more and more frustrating as sometimes it seems as if we're going round in circles. This is the first time they have asked us if it's ok to (as you say) "lock our line" to ADSL, so hopefully this is one step in the right direction to resolving the issues we have been having. I'm not sure where it would go from the tests if the line becomes more stable on the ADSL modulation.

One question I'd like to ask is that you can force modems to synchronize on different modulations from their configurations, (ADSL, ADSL2, ADSL2+ etc). Does this differ from Be actually setting this from their end?

[HPsauce]

Not significantly different, but when troubleshooting it's best if they have control so they know what's been attempted.

Broadband troubleshooting takes time, you need to be patient. It can take weeks to resolve, or sometimes never can be. 

[Kie24k]

Just thought I'd update, we've been put on the G.DMT modulation (which is ADSL max?) and it seems we're able to max this out with Be (Compared to the 6 - 7Mbit with BT before we joined Be). We've also been put on the line monitoring again, so we'll see where this goes.

Here are the current stats; One thing that concerns me is the noise margin, or would you say this is normal?

Code: [Select]

adsl info --stats
adsl: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 1
Max:    Upstream rate = 1384 Kbps, Downstream rate = 9345 Kbps
Channel:        INTR, Upstream rate = 1177 Kbps, Downstream rate = 8134 Kbps

Link Power State:       L0
Mode:                   G.DMT
TPS-TC:                 ATM Mode
Trellis:                ON
Line Status:            No Defect
Training Status:        Showtime
                Down            Up
SNR (dB):        4.7             7.0
Attn(dB):        35.0            20.5
Pwr(dBm):        19.8            12.1
                        G.dmt framing
K:              236(0)          35
R:              20              0
S:              1               1
D:              64              1
                        Counters
SF:             361079          361026
SFErr:          14              5
RS:             49106808                0
RSCorr:         2031584         0
RSUnCorr:       246             0

HEC:            9               2
OCD:            0               0
LCD:            0               0
Total Cells:    117750459               0
Data Cells:     7009704         0
Drop Cells:     0
Bit Errors:     0               0

ES:             2719            278
SES:            468             0
UAS:            585             585
AS:             6139

INP:            2.50            0.00
PER:            1.75            1.75
delay:          16.00           0.25
OR:             32.00           32.00

Bitswap:        2303            1

Total time = 9 hours 34 min 46 sec
FEC:            53653759                0
CRC:            32109           449
ES:             2719            278
SES:            468             0
UAS:            585             585
LOS:            11              0
LOF:            99              0
Latest 15 minutes time = 4 min 46 sec
FEC:            990             0
CRC:            0               0
ES:             0               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
Previous 15 minutes time = 15 min 0 sec
FEC:            4269            0
CRC:            4               0
ES:             4               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
Latest 1 day time = 9 hours 34 min 46 sec
FEC:            53653759                0
CRC:            32109           449
ES:             2719            278
SES:            468             0
UAS:            585             585
LOS:            11              0
LOF:            99              0
Previous 1 day time = 0 sec
FEC:            0               0
CRC:            0               0
ES:             0               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
Since Link time = 1 hours 42 min 17 sec
FEC:            2031584         0
CRC:            14              5
ES:             11              119
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0


[HPsauce]

What router are you using? 
Surely Be have asked you to use their BeBox while troubleshooting? 

[iwish]

i had a fault like this
at first my broadband would only work if the phone was off the hook
1st engineer came out and changed my line from the house to the green cab  Fixed
then i found my line would drop like yours but only when the phone would ring or be in use
2nd engineer came out did test and said all was fine and walked off as i was trying to explain to him what the problem was
2 month later 3rd engineer came out and asked what the first engineer had done and then said he would be with me in 30 mins
Came to my house and asked me to show him my fault
did the quiet line test and he could see the modem lose connection
He said he would be back in 1 hour
1 hour later he came back and asked me to try it again
All was well and my line stats improved
Asked what he did and he said he changed my line from the green cab to the exchange and said that it was a HR fault
here is a pic of my snr at the time

[Kie24k]

What router are you using?  
Surely Be have asked you to use their BeBox while troubleshooting?  

Billion BiPAC 7800N

Yes we were asked to use the Bebox on the first monitoring, results were that they could see there was some "quiet noise". They did nothing further until we told them the dropouts were still happening. It makes perfect sense when they said there were some "quiet noise"; You wouldn't be able to tell if there were any when on a phone call, or when you pick up the receiver. But when you perform the quiet line test, you can hear the slight "hiss" sound I mentioned in previous posts - It's very faint but can still be heard. It wouldn't cause any issues while on the phone, but I wouldn't put it past causing issues with the ADSL.

Now we're at the point where they're monitoring our line again, but are allowing us to use our own router this time round.

i had a fault like this
at first my broadband would only work if the phone was off the hook
...

Your fault seems to be a little different to mine, since the use of the phone has no effect on our Broadband connection, whether it be off-hook, or on. I've also checked this while monitoring with Router Stats, there doesn't seem to be any effect on the noise margins either.

[BritBrat]

Have you tried another router?

As it could be power supply, cable or router faulty.

Don't do it while they are testing but change everything and try it.

[Kie24k]

Have you tried another router?

As it could be power supply, cable or router faulty.

Don't do it while they are testing but change everything and try it.

The Billion router is brand new! We purchased this last week, one of the reasons included ruling out that we could have a dodgy router. Our previous router was the Belkin N1 Vision Modem Router.

All of this has been stated in my original post

Current line stats:

Code: [Select]

adsl info --stats
adsl: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 1
Max:    Upstream rate = 1384 Kbps, Downstream rate = 9345 Kbps
Channel:        INTR, Upstream rate = 1177 Kbps, Downstream rate = 8134 Kbps

Link Power State:       L0
Mode:                   G.DMT
TPS-TC:                 ATM Mode
Trellis:                ON
Line Status:            No Defect
Training Status:        Showtime
                Down            Up
SNR (dB):        5.1             7.0
Attn(dB):        35.0            20.5
Pwr(dBm):        19.8            12.1
                        G.dmt framing
K:              236(0)          35
R:              20              0
S:              1               1
D:              64              1
                        Counters
SF:             3927157         3927235
SFErr:          102             204
RS:             534093416               0
RSCorr:         14436289                0
RSUnCorr:       932             0

HEC:            49              83
OCD:            0               0
LCD:            0               0
Total Cells:    1280667858              0
Data Cells:     70601680                0
Drop Cells:     0
Bit Errors:     0               0

ES:             2787            278
SES:            468             0
UAS:            585             585
AS:             66763

INP:            2.50            0.00
PER:            1.75            1.75
delay:          16.00           0.25
OR:             32.00           32.00

Bitswap:        15856           1

Total time = 1 days 2 hours 25 min 10 sec
FEC:            66058464                0
CRC:            32197           449
ES:             2787            278
SES:            468             0
UAS:            585             585
LOS:            11              0
LOF:            99              0
Latest 15 minutes time = 10 min 10 sec
FEC:            202             0
CRC:            1               0
ES:             1               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
Previous 15 minutes time = 15 min 0 sec
FEC:            586320          0
CRC:            0               0
ES:             0               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
Latest 1 day time = 2 hours 25 min 10 sec
FEC:            2567388         0
CRC:            13              0
ES:             12              0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
Previous 1 day time = 24 hours 0 sec
FEC:            63491076                0
CRC:            32184           449
ES:             2775            278
SES:            468             0
UAS:            585             585
LOS:            11              0
LOF:            99              0
Since Link time = 18 hours 32 min 43 sec
FEC:            14436289                0
CRC:            102             204
ES:             79              119
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0

Uptime: 18 hours, see the "Since Link Time" for the stats since they changed our modulation.

[Kie24k]

Wow! Just had about half hour of constant disconnections & resync before we could gain access again 

Have a gander at the attached files;

[attachment deleted by admin]

[Oranged]

I notice that there are still recent Error Seconds :

Latest 15 minutes time = 10 min 10 sec
FEC:            202             0
CRC:            1               0
ES:             1               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0

Latest 1 day time = 2 hours 25 min 10 sec
FEC:            2567388         0
CRC:            13              0
ES:             12              0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0

Which is probably why the disconns. occurred

[BritBrat]

Did you dial 17070 option 2 during that 30 mins?

All of this has been stated in my original post

Sorry I was being lazy.

[Kie24k]

Did you dial 17070 option 2 during that 30 mins?

All of this has been stated in my original post

Sorry I was being lazy.

Ah no problem

Unfortunately I had to go out when the disconnections started, but my brother was around, and had said this lasted for around half hour. The graphs seem to confirm this. Unfortunately he didn't think to do a quiet line test while this was happening