I'm experiencing a persistent problem with my Entanet provided ADSL connection dropping. The problem has been ongoing since March, and despite an engineer visit and "changes" to the line it continues. I am hoping that by posting some relevant information that somebody here can spot something and help me get this sorted, as far I am getting the usual L1 support e-mails back (I'm with Falconnet but in direct contact with Entanet).
24/04/11 - After an initial technical call that got nowhere, sent email to Entanet. No response to this or follow up so a third e-mail sent 05/05/11, the guts of which were:
* Intermittent and frequent loss of connection requiring a hard reboot of the router
* Online gaming is impossible; the lag is extreme and makes it VERY difficult to even finish a match
* The download/upload speed of the connection halves regularly and for extended periods of time
* Sometimes the speeds drop to double-figures for extended periods of time making basic browsing a nightmare
* The connection "jitters" every 10- 20 seconds or so, by which I mean it seems to freeze/hang and then resumes as normal
* The problem affects all of our internet-enabled devices/systems
What we've tried:
* Replaced the router twice
* Replaced the ADSL cable
* Replaced the microfilter twice, both times using brand new filters
* Ran virus/rootkit scans on all systems
* Ensured the router security was at its maximum level
* Had both Enta and BT run their own diagnostic tests
* Unplugged everything but the ADSL line/microfilter from the wall socket
07/05/11 - After email exchanges, Entanet arranged an engineer visit for today. He changed the faceplate on the wall socket and advised us to leave a Sky cable unplugged because in case it was faulty, but the problems we've been having have persisted regardless of this. The next day I contacted Entanet to see if we should leave this to "settle".
10/05/11 - Response saying that the line was still dropping and a generic "we need to arrange another engineer visit" response copied and pasted (it actually even has "Please advise the EU" in it).
11/05/11 - Removed master socket faceplate and used the test socket with ADSL cable only, the same problems of Internet light going red and only a manual reboot fixing continued, there were no changes to stats while in test socket.
On 15th I took some ADSL stats from the router, attached below. Also did a quiet line test and sounds clear as a bell.
17/05/11 - E-mail response from Enta 1st line support: "Thank you for your email, we have now made some changes to your line,please allow 24hrs for this to complete, and then a further 24hrs for the line to adjust and hopefully regain stability."
Today - Still no difference, I have taken another snap of the ADSL stats after these changes yesterday:
Basically the downstream SNR has went from 6.5 Down / 11 Up (checked 15th), to 7.0 Down / 10 Up (checked yesterday) and today it is 9.0 Down / 11 Up:
In addition I've found that running long pings shows massive latency spikes, going to a Google IP (and tested from 2 seperate locations with no spikes). To save bloating this post out any more, I've put the ping and traceroute results here: http://pastebin.com/L2TF01uT (an MTR showing loss at most hops is at the end)
If anyone can recommend something that I can do to get Entanet to fix this I would really appreciate it, as I am sure I done all I can from my end.
Edited by sirsmegalot (Fri 20-May-11 17:57:12)