Kitz Forum
Broadband Related => ADSL Issues => Topic started by: iwish on February 09, 2011, 07:51:27 PM
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Yesterday i had a lift and shift done and was called by the engineer to see if all was ok now
turned on router and got a sync but masses of errors came right in
So called isp to say it was worse and we bothed found the line noise was bad and he could hardly hear me.
Bt blamed it on a port mismatch
so they did something again, then they called to ask if it was ok now.
Turned the router on and got a great sync and no errors and Snr was great
only thing now is i cant log on to the internet
Isp said it could be a stale session and to power off for 15mins
Did this and still no internet
It has been over 24 hours and router shows very very very low errors and all corrected
but still cant get any internet connection
Have been told another engineer has to come to the house again
Any one got any ideas what could be wrong
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Yesterday i had a lift and shift done and was called by the engineer to see if all was ok now
turned on router and got a sync but masses of errors came right in
So called isp to say it was worse and we bothed found the line noise was bad and he could hardly hear me.
Bt blamed it on a port mismatch
so they did something again, then they called to ask if it was ok now.
Turned the router on and got a great sync and no errors and Snr was great
only thing now is i cant log on to the internet
Isp said it could be a stale session and to power off for 15mins
Did this and still no internet
It has been over 24 hours and router shows very very very low errors and all corrected
but still cant get any internet connection
Have been told another engineer has to come to the house again
Any one got any ideas what could be wrong
Have you tried 'Diagnose connection problems' ??
The "Port Mis-match" coud still be the problem. By that, I mean that you may well have 'DSL synch' but it will be an idle port. In other words, the voltage/path to the exchange is there, but there is no gateway out. It's kinda like a 'Stopped line' on the telephones. You have a dial tone but you can't dial out or ring in on the 'Stopped' number. It's easy done as the equipment ports are close together and most, if not all, engineers will have jumpered (re-wired) one wrongly by accident.
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Or, you may well be on the correct ports in the exchange, but your PC settings will have been 'messed with' by your SP. Had one exactly the same today, whereby the router manager had to be accessed and the username and password re-input in order to get web access.
On 'Diagnose problems' it had initially reported 'DNS server problem'.
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tried the bt test login and and its still down
I hope it is a idle port and they can fix it right away as 3Gmobile is a right pain
ADSL Port
MAC Address 00:18:4D:5F:5F:C5
IP Address ---
Network Type PPPoA
IP Subnet Mask ---
Gateway IP Address ---
Domain Name Server ---
Modem
ADSL Firmware Version A2pB022c.d20e
Modem Status Connected
DownStream Connection Speed 3927 kbps
UpStream Connection Speed 888 kbps
VPI 0
VCI 38
Connection Time 00:00:00
Connecting to Server Disconnect
Negotiation LCP is allowed to come up.
Authentication ---
Getting IP Addresses ---
Getting Network Mask ---
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Hi
Can you look at your router log . this will tell you if its trying to connect to your ISP.
it may look something like this
Sun, 2010-05-23 02:42:14 - LCP down.
Sun, 2010-05-23 02:42:21 - Initialize LCP.
Sun, 2010-05-23 02:42:21 - LCP is allowed to come up.
Sun, 2010-05-23 02:43:21 - Initialize LCP.
Sun, 2010-05-23 02:43:21 - LCP is allowed to come up.
Sun, 2010-05-23 02:44:21 - Initialize LCP.
Sun, 2010-05-23 02:44:21 - LCP is allowed to come up.
Sun, 2010-05-23 02:45:21 - Initialize LCP.
Sun, 2010-05-23 02:45:21 - LCP is allowed to come up.
Sun, 2010-05-23 02:46:21 - Initialize LCP.
Sun, 2010-05-23 02:46:21 - LCP is allowed to come up.
Sun, 2010-05-23 02:47:21 - Initialize LCP.
Sun, 2010-05-23 02:47:21 - LCP is allowed to come up.
Sun, 2010-05-23 02:48:21 - Initialize LCP.
Sun, 2010-05-23 02:48:21 - LCP is allowed to come up.
Sun, 2010-05-23 02:49:21 - Initialize LCP.
Sun, 2010-05-23 02:49:22 - LCP is allowed to come up.
Sun, 2010-05-23 02:50:22 - Initialize LCP.
Sun, 2010-05-23 02:50:22 - LCP is allowed to come up.
Sun, 2010-05-23 02:50:42 - CHAP authentication success
In your case the lst line won't be there
Regards Jeff
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Yup everything but the last line
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Ring your SP back and they'll either talk you through the authenticating process, or take control of your 'key strokes' and do it for you.
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Already done that and been there
All router settings are spot on and have not been changed from day one
It was working right up until the lift and shift was done, then the line was down for 20 mins
When it came back up the sync was there but no gateway
Am going to say its something at the exchange that needs to be done as i have done the 2 bt test logins and still nothing
Engineer will be here at 12pm so will see then
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Happy days
ADSL Firmware Version A2pB022c.d20e
Modem Status Connected
DownStream Connection Speed 4862 kbps
UpStream Connection Speed 840 kbps
am not going to get into what was up but its now fixed and line has never been better
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It looks good :fingers:
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fault was High resistance fault and a lift and shift that did not get done right
But thanks to a great engineer all is well and this is now the stats after i sorted out the router
downstream
Noise Margin: 5.9 dB
Connection Rate: 5362 Kbps
Line Attenuation: 52.0 dB
Power: 0.0 dBm
upstream
Noise Margin: 5.7 dB
Connection Rate: 840 Kbps
Line Attenuation: 31.9 dB
Power: 12.9 dBm
Max Rate: 844 Kbps
That is the best i have ever seen and engineer says i have the best speed in my village, yet i sit furthest from the exchange
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Excellent :)
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Hi
great :)
Regards Jeff
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Well after hours of trouble free internet we get a call at 8:30am from an engineer to tell us he has fixed our broadband
Em that was done yesterday i tell him
Him, no i just fixed it then end of call
Go have a look and its worse than ever and once again i have no PPPo session
What the hell are BT playing at
so call isp and they are confused and arrange a BT engineer visit who never turns up
Who do i call to find out what the hell they are playing at and why they keep messing with my mind and line
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WELL SECOND ENGINEER HAS DECIDED NOT TO BOTHER TURNING UP
Well done BT customer service ]
have only had 12 hours of internet out of 144 hours
I am not going to say any more as i am sooooooooo peed off
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Sounds like a communication problem to me.
What business are BT in? :)
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WELL SECOND ENGINEER HAS DECIDED NOT TO BOTHER TURNING UP Well done BT customer service ]
have only had 12 hours of internet out of 144 hours
I am not going to say any more as i am sooooooooo peed off
Ridiculous comment, iwish. We (Openreach Engineers), don't just decide on a whim "Not to bother turning up".
You firstly need to understand that we are NOT BT engineers anymore. Haven't been for approx. 5yrs now. We are called Openreach and work for, and on behalf of, all SP's. If your SP, whoever it may be, has told you they will raise a fault for us to attend site, but then for some reason don't, then Openreach cannot be blamed.
On a daily basis, I will go to 'appointments made' that the EU has no knowledge of. In the same breath, I can go to an appointment and the EU will say, "You were supposed to be here 3 days ago according to my SP". I will get, "You don't need to come into my house, the faults outside because my SP said so!" at least 3-4 times a week.
There's also the 'No Access' situation, whereby Openreach have 2 appointment slots (0800-1300 and 1300-1800), but there's nobody at home when I get there. We then have to ring the mobile contact number on the job and the EU says, "I'm in Sainsbury's shopping. My SP said you would turn up at 1030".
What I'm trying to convey to you is that what the SP is telling its EU's, is not neccessarily what is actually happening. As a previous OP has sarcastically pointed out, SP's are in a communications business, but are not very good at cross-comming between their own various departments.
We (OR) are at the mercy of the SP's as we can ONLY go to an appointment if the SP has made one. So please think before you post iwish, engineers are basically doing what they are told to do by your SP. We don't just think to ourselves, "I can't be bothered going to that job".
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The engineer was booked twice and the so called team leader is now on the case as to why none ever came
I am not saying its the engineers fault, what i am saying as they never came to my house
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The engineer was booked twice and the so called team leader is now on the case as to why none ever came
I am not saying its the engineers fault, what i am saying as they never came to my house
Not quite, you did actually say the "engineer decided not to bother turning up", implying he was in fact 'booked' but couldn't be bothered to attend.
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He was booked and this was confirmed by the Team leader guy from BT
so please tell me who is talking rubbish about the booking
Is it me my isp or the bt team leader guy
You seem to know more than any of the people i have mentioned so please do inform me and i will pass that on to my SP
at the end of the day none of us really know what has gone wrong
I am just telling you what has been said by both my SP and the team leader
The engineer was booked for Friday but because things got a bit busy the 1st engineer could not make it as he ran out of time
The second engineer has gave no excuse as of yet and that's why it is now under investigation
If you dont like what i am saying the please feel free to press the x button of the top right of this page
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Come on now guys, state your points as clearly as you need to........ but I'm sure you do so in a friendly manner. ;)
:)
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He was booked and this was confirmed by the Team leader guy from BT
so please tell me who is talking rubbish about the booking
Is it me my isp or the bt team leader guy
You seem to know more than any of the people i have mentioned so please do inform me and i will pass that on to my SP
at the end of the day none of us really know what has gone wrong
I am just telling you what has been said by both my SP and the team leader
The engineer was booked for Friday but because things got a bit busy the 1st engineer could not make it as he ran out of time
The second engineer has gave no excuse as of yet and that's why it is now under investigation
If you dont like what i am saying the please feel free to press the x button of the top right of this page
I do know how my LoB works, and I am more than aware that the SP feeds the EU with, shall we say 'stories', to cover up for their own mis-communication. This was the point I was making to you iwish.
On the back of that there point I was making, is the fact that I too am an Openreach engineer and will always defend them against ill-made comments like "He couldn't be bothered turning up". Anybody new reading this board could quite easily come up with the assumption that the engineers sometimes don't turn up, because they can't be bothered. Not only is the statement ridiculous, it is completely unfounded and probably litigious to some degree.
If I "Dont like what you're saying", I will comment on it rather than pretend you are not there. Thats what 'discussion' is all about.
Now please, do yourself and others reading this a favour and let us know the FINAL outcome of your problem rather than 2'nd guessing what the engineers are actually doing.
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Come on now guys, state your points as clearly as you need to........ but I'm sure you do so in a friendly manner. ;)
:)
Duck .... message read and understood. If you read my posts in the tone of a middle-aged man with a glass of wine in his hand, rather than some angry, hormone-infested teenager who wants to kill, then you'll hopefully see that I'm not trying to be 'Un-friendly', just factually defending my colleagues. ;) ;D
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I take in what you are saying and take back my comment about the engineer
As you will understand i am really angry with how long this has gone on and should learn to shout at a wall before i make any comment on a forum
I do think the booking was made but the engineer just ran out of time, and i don't blame him for that as i do believe you guys are over worked and understaffed
I just wish some one could please explain why i had one engineer out on friday and he said yup port and something to do with jumper
after he did something at the exchange my SP could then see my connection and i once again had a PPPo session
Then on Saturday morning i get a call from another engineer telling me he had now fixed my problem and when i look at my broadband i have no PPPo again and my line is now worse
I have a sync speed but my sp cant see this
I am sure its just been a mistake on the job number but its should not take this long to fix again
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I take in what you are saying and take back my comment about the engineer
As you will understand i am really angry with how long this has gone on and should learn to shout at a wall before i make any comment on a forum
I do think the booking was made but the engineer just ran out of time, and i don't blame him for that as i do believe you guys are over worked and understaffed
I just wish some one could please explain why i had one engineer out on friday and he said yup port and something to do with jumper
after he did something at the exchange my SP could then see my connection and i once again had a PPPo session
Then on Saturday morning i get a call from another engineer telling me he had now fixed my problem and when i look at my broadband i have no PPPo again and my line is now worse
I have a sync speed but my sp cant see this
I am sure its just been a mistake on the job number but its should not take this long to fix again
Yup, I can fully appreciate your frustration with trying to put closure on your fault. I know it feels like you are banging your head against a brick wall because I hear the same story day in, day out. I think it's ludicrous how the SP's (most of them) drag their feet when it comes to Broadband faults. Because the line tests electrically OK for the most part, they will blame you, your equipment, your cat, the neighbours cooking ..... etc etc.
I've tried to make sense of your posts again, and I have to be honest and say I'm not really sure what has been said and done in engineering terms ??!! It would appear (this is just my opinion from your posts) that you needed a lift & shift, but the engineer who had the task had come to the end of his working hours. The following day, another engineer rang to say he'd completed the lift & shift. Since then you have had an ADSL connection (IE- a light on your router/hub) but cannot access the web ??
If this is the case, then i'm hazarding a guess that the lift & shift has been jumpered to the wrong ports, or, authentication is required on your new ports. As an aside, and as part of your investigations if you will, on most (not all) Broadband jobs we engineers are asked to make a 'co-op call' to the SP when the work is completed to confirm a status check against the EU's router in order to gain the D/S speed, atten and SNR to put in our notes. If your job requested one of these co-op calls, then the engineer who did the lift & shift should have done one. Ask your SP if a) There was a request for a co-op call on any of the jobs and what the result of that call was, and b) Ask the SP to relay what the engineer put down on his job notes. This will hopefully ensure the SP doesn't make up a load of baloney.
Best of luck.
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I take in what you are saying and take back my comment about the engineer
As you will understand i am really angry with how long this has gone on and should learn to shout at a wall before i make any comment on a forum
I do think the booking was made but the engineer just ran out of time, and i don't blame him for that as i do believe you guys are over worked and understaffed
I just wish some one could please explain why i had one engineer out on friday and he said yup port and something to do with jumper
after he did something at the exchange my SP could then see my connection and i once again had a PPPo session
Then on Saturday morning i get a call from another engineer telling me he had now fixed my problem and when i look at my broadband i have no PPPo again and my line is now worse
I have a sync speed but my sp cant see this
I am sure its just been a mistake on the job number but its should not take this long to fix again
Yup, I can fully appreciate your frustration with trying to put closure on your fault. I know it feels like you are banging your head against a brick wall because I hear the same story day in, day out. I think it's ludicrous how the SP's (most of them) drag their feet when it comes to Broadband faults. Because the line tests electrically OK for the most part, they will blame you, your equipment, your cat, the neighbours cooking ..... etc etc.
I've tried to make sense of your posts again, and I have to be honest and say I'm not really sure what has been said and done in engineering terms ??!! It would appear (this is just my opinion from your posts) that you needed a lift & shift, but the engineer who had the task had come to the end of his working hours. The following day, another engineer rang to say he'd completed the lift & shift. Since then you have had an ADSL connection (IE- a light on your router/hub) but cannot access the web ??
If this is the case, then i'm hazarding a guess that the lift & shift has been jumpered to the wrong ports, or, authentication is required on your new ports. As an aside, and as part of your investigations if you will, on most (not all) Broadband jobs we engineers are asked to make a 'co-op call' to the SP when the work is completed to confirm a status check against the EU's router in order to gain the D/S speed, atten and SNR to put in our notes. If your job requested one of these co-op calls, then the engineer who did the lift & shift should have done one. Ask your SP if a) There was a request for a co-op call on any of the jobs and what the result of that call was, and b) Ask the SP to relay what the engineer put down on his job notes. This will hopefully ensure the SP doesn't make up a load of baloney.
Best of luck.
Yup had lift and shift on Tuesday that left us with no internet but we could sync
On the Friday and engineer came out and said jumpered to wrong ports and fixed it
line was fine all night then on Saturday we got a call from another engineer to say he had now fixed our line that morning
we told him some one already fixed it on Friday morning and it was fine
He said no it was him that fixed it Saturday morning
So i go have a look and find i was back to square one, could synce but once again no internet and the line had dropped speed and once again showing loads of errors
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Hmmmmm ??? Does indeed sound odd ??? You really need another engineering visit, (preferably an AM appointment, then time constraints are not an issue) and insist the engineer shows you the line is connected and web access available. I would demand it, rather than request an engineering visit.
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Hmmmmm ??? Does indeed sound odd ??? You really need another engineering visit, (preferably an AM appointment, then time constraints are not an issue) and insist the engineer shows you the line is connected and web access available. I would demand it, rather than request an engineering visit.
The problem was the exchange got the old jb back in as it had not been updated
Was another jumper problem again.
that is now fixed but this is not
uptime
WAN: 0 days, 00:05:39
downstream
Noise Margin: 9.0 dB
Connection Rate: 4599 Kbps
Line Attenuation: 51.0 dB
Power: 0.0 dBm
Max Rate: 5492 Kbps
SuperFrames: 21242
SF (CRC) Errors: 1044
Reed Solomon: 1380758
RS Corrected: 4847
RS Un-Corrected: 62622
HEC: 209
Errored Seconds: 31
Severe ES: 21
Interleave Depth: 32
Bitswaps: 42
To many errors for just 5 mins if you ask me
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gets better
Downstream
Noise Margin: 30.4 dB
Connection Rate: 239 Kbps
Line Attenuation: 51.5 dB
Power: 0.0 dBm
Max Rate: 5408 Kbps
SuperFrames: 59867
SF (CRC) Errors: 0
Reed Solomon: 2035486
RS Corrected: 0
RS Un-Corrected: 0
HEC: 0
Errored Seconds: 381
Severe ES: 278
Interleave Depth: 16
Bitswaps: 23
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Ok it gets better and better
Bt gave me a phone call to ask how my broad band was now and i told him i was only synced at 248kbs at the time
He said he would put on his notes for an engineer to look over my broadband again
3pm i get a call from the engineer asking what my fault was
I tell him about all the problems i have had and he then says, I dont do broadband i am PSTN only
we both have a laugh and he comes out anyway so he can close the case so i can report my fault again
He takes a look at my line and he says i am on the good cable that comes into my village and that it gives the lowest DB
I then tell him about the corrosion found in the exchange that was causing my fault
And he thinks i need to be moved to a new line card all together
# /usr/sbin/adslctl info --stats
/usr/sbin/adslctl: ADSL driver and PHY status
Status: ShowtimeRetrain Reason: 8000
Channel: FAST, Upstream rate = 440 Kbps, Downstream rate = 239 Kbps
Link Power State: L0
Mode: ADSL2
Channel: Fast
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 31.2 21.5
Attn(dB): 51.5 31.6
Pwr(dBm): 0.0 13.1
Max(Kbps): 4104 832
Rate (Kbps): 239 440
G.dmt framing
K: 15(0) 56
R: 16 8
S: 1 1
D: 16 8
ADSL2 framing
MSGc: 11 12
B: 14 55
M: 1 1
T: 2 1
R: 16 8
S: 1.9375 4.0000
L: 128 128
D: 16 8
Counters
SF: 721763 660304
SFErr: 0 0
RS: 24539958 3295550
RSCorr: 5 0
RSUnCorr: 0 0
HEC: 0 0
OCD: 0 0
LCD: 0 0
Total Cells: 6713659 795949
Data Cells: 167621 3066
Drop Cells: 0
Bit Errors: 0 0
ES: 3 0
SES: 3 0
UAS: 727 0
AS: 11887
INP: 8.00 2.00
PER: 16.46 18.00
delay: 7.75 8.00
OR: 8.25 8.00
Bitswap: 381 0
Total time = 6 hours 57 min 4 sec
SF = 1433780
CRC = 1345
LOS = 3
LOF = 27
ES = 3
Latest 1 day time = 6 hours 57 min 4 sec
SF = 1433780
CRC = 1345
LOS = 3
LOF = 27
ES = 3
Latest 15 minutes time = 12 min 4 sec
SF = 43972
CRC = 0
LOS = 0
LOF = 0
ES = 0
Previous 15 minutes time = 15 min 0 sec
SF = 54630
CRC = 0
LOS = 0
LOF = 0
ES = 0
Previous 1 day time = 0 sec
SF = 0
CRC = 0
LOS = 0
LOF = 0
ES = 0
15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
SF = 54691
CRC = 0
LOS = 0
LOF = 0
ES = 0
15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
SF = 54631
CRC = 0
LOS = 0
LOF = 0
ES = 0
15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
SF = 54630
CRC = 0
LOS = 0
LOF = 0
ES = 0
Showtime Drop Reason: 8000
Last Retrain Reason: 8000
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Can you now see my point about the SP's mis-communication between themselves, but especially when dealing with us (Openreach) ????.
The SP has called you and had a specific conversation with you about your 'Broadband problem', they then subsequently ask for a PSTN engineer to visit ??? Pure madness !!!
This is what angers me slightly when folk kick off with engineers, when it's clearly the SP's mishandling of the situation. It really is a daily occurence.
Back to your problem iwish .... I truly sympathise with you. Where are you based mate ???
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Based in Kilmarnock Ayrshire
was an engineer from the exchange that sent the wrong engineer, but that was a honest mistake
a wee mistake in his notes
we have another engineer booked for today and hope all goes well
Will explain everything that has been done
and let him know about the 2 lift and shifts
1st one fixed it, 2nd one that was done by mistake and broke it again
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Ayrshire eh ?? Unfortunately, a long way off my beaten track. I would have gone the 'extra mile' for you, and tried to either get the job myself, or get somebody else I could trust if you lived in another 'patch', but nearby. But you're way tooooo far mate.
Well, I hope you eventually get it sorted this time.
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Hi
Looks as if your ISP has capped your DS rate . The Max SNR Margin you would expect from the DLM is 15db.I guess someone has seen the horrendous errors and decided to cap your line rather than fix the fault .
Regards Jeff
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Its now got nasty
Do not want to explain in an open forum but can PM you if ya like
This is the downstream now but that's not all that has happened
Noise Margin: 6.4 dB
Connection Rate: 5517 Kbps
Line Attenuation: 51.5 dB
Power: 0.0 dBm
Max Rate: 6632 Kbps
SuperFrames: 308502
SF (CRC) Errors: 27
Reed Solomon: 21595186
RS Corrected: 8542
RS Un-Corrected: 79
HEC: 23
Errored Seconds: 71
Severe ES: 26
Interleave Depth: 32
Bitswaps: 434
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Hi
quote
Noise Margin: 6.4 dB
Connection Rate: 5517 Kbps
These now seem normal
PM Ok
Regards Jeff
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Errors are gone almost
Just the odd errors here and there but all is good
line sync for my line is amazing for my 51.1db
all phones have been reconnected
all is well
PM has been sent
(https://forum.kitz.co.uk/proxy.php?request=http%3A%2F%2Fwww.speedtest.net%2Fresult%2F1160849219.png&hash=c1efdb72892c9f54e61cca59683e196bce49662f) (http://www.speedtest.net)
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happy to report only 100 crc errors in a 24 hour period snr only drops from 6 to 5 at night and no snr spikes
still have 5571 sync and brass profile was lifted after only 1 hour to 4.5
Engineer said he never saw any fault so have put it down to an act of god
as after him spending 30 mins at the cab playing with wires our connection has been solid
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Good news.
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Hi
quote :Engineer said he never saw any fault so have put it down to an act of god
ADSL works in mysterious ways ;)
Regards Jeff
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Hi
quote :Engineer said he never saw any fault so have put it down to an act of god
ADSL works in mysterious ways ;)
Regards Jeff
No it doesn't. We engineers are quite obviously disrupting service to the EU's for ....... well ..... the hell of it. ;)
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:)
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1st connection drop since fault was fixed and speed has gone up again
Noise Margin: 6.0 dB
Connection Rate: 5733 Kbps
Line Attenuation: 51.5 dB
Power: 0.0 dBm
Max Rate: 6792 Kbps