Euston, do you copy? I think we have a problem�.!

Think? I know we have a problem!

I have an intermittent problem with my broadband. Nearly every time I receive an incoming call broadband disconnects.

Working with Cerberus Networks we have tried everything, new routers, new filters, new master socket even removing the phone from the socket and the broadband still disconnects. Bt say there is no fault.

I�m so fed up right now after Cerberus phoned me this afternoon to tell me I have two options;-

1, Pay for a new line to be installed (£80ish +vat)
2, Pay for an engineer (£150ish +vat)

To be honest, I don�t see why I should pay for either of the above so I�m asking what my next steps should be.


In addition to the disconnection issue I have another problem.

Cerberus Networks supply me with a Nildram package where I am supplied with ADSL2+ with unlimited download during the day, with 25 Gb/month between 18:00-23:00 and with a 20:1 contention ratio.

I often suffer slow broadband mainly in the evenings mainly web pages take ages to complete loading. When I listen to online radio using iplayer, I often get buffering�.or the msg �Insufficient bandwidth to play this program� the strange thing is when I do a speed test it nearly always come back ok.

This is so bad at times we both just give up trying to use the internet.

DSL Connection - Link Information

Uptime: 0 days, 0:39:27

DSL Type: G.992.1 annex A

Bandwidth (Up/Down) [kbps/kbps]: 832 / 1,760

Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00

Output Power (Up/Down) [dBm]: 12.5 / 16.5

Line Attenuation (Up/Down) [dB]: 31.5 / 51.0

SN Margin (Up/Down) [dB]: 8.0 / 6.5

Vendor ID (Local/Remote): TMMB / TSTC

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): 0

Error Seconds (Local/Remote): 0 / 0

FEC Errors (Up/Down): 0 / 190,621

CRC Errors (Up/Down): 0 / 212

HEC Errors (Up/Down): 0 / 190



I haven�t got a clue what all this data means, hopefully someone might and be able to see if anything is wrong. I thought I�d past this in here as I�ve seen you all talk of these figures on other posts.

Thanks for your help in advance.

The broadband cutting out when the phone rings is often a High Resistance (HR) fault.

The downstream connection speed of 1760kbps when the attenuation is 51dB is also very poor. I would expect well over 4Mbps - on the same attenuation I get around 6400kbps, but with an excellent line.

This could also point to a problem on one wire of the pair in use, as broadband can work badly degraded with only one wire. The phone requires two.

So I guess somewhere starting from where your ADSL cable from your router plugs into the filter, and all the way to the line card at the exchange, one wire of the pair is very sick at some point.

Edited by RobertoS (Fri 20-Nov-09 17:23:46)

On (2) you should only have to pay the fee IF the fault is on a bit of wire that is on your side of the master socket demarkation line, or if you have caused damage to the line, e.g. double glazing that is crimping the phone line.

Otherwise fixing what sounds like a HR fault should be free, as part of the line rental voice and broadband you pay each month.

Your line is connecting slow for the attenuation, is it any better at the test socket. If a large file download is OK, but streaming is not, then it may be ISP related congestion, i.e. down to what Cerebus buy from Nildram, which was Pipex and then Tiscali and is now TalkTalk

HEHEHEHE!!

I'm guessing you meant 'Houston we have a problem?', or is this a rail related emergency?

hahahaha - yes, I did mean "Houston" haha

I�m happy to authorise the engineer to attend but with the last two engineers finding no fault I am concerned about the cost. I�ve been informed that if the engineer doesn�t find a fault then the fee is still payable. I�m happy to accept the fee if like you say the fault is on my side of the socket.

It�s no better when it is plugged in the test socket. When a BT engineer last attended he changed the face plate to the new type with the filter in. I have no telephone extension or other items plugged in, just a phone and router at the master socket.

So what about if there is no fault found? I�ve been told by Cerberus Networks today that I still have to pay. Is this right?

When BT came out the last time they said there where no faults on the line. He did blame my router for causing the broadband to cut out. This was replaced with a new one and the issue still continued, I even tried an old router with no improvement�

I�d replace the line first because it is the cheapest option, but what if the problem still continues? Do I have to start paying to have parts in the exchanged replaced?

Is there a way of getting help to support my case?

Sorry to post again, but are the errors normal after nearly 6hrs?

DSL Connection - Link Information

Uptime: 0 days, 5:55:16

DSL Type: G.992.1 annex A

Bandwidth (Up/Down) [kbps/kbps]: 832 / 1,760

Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00

Output Power (Up/Down) [dBm]: 12.5 / 16.5

Line Attenuation (Up/Down) [dB]: 31.5 / 51.0

SN Margin (Up/Down) [dB]: 8.0 / 6.5

Vendor ID (Local/Remote): TMMB / TSTC

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): 0

Error Seconds (Local/Remote): 0 / 0

FEC Errors (Up/Down): 0 / 1,587,866

CRC Errors (Up/Down): 0 / 2,069

HEC Errors (Up/Down): 0 / 1,890

In reply to a post by jayphillips:

Sorry to post again, but are the errors normal after nearly 6hrs?

They are high.

Both myself and MrSaffron have given you the probable cause of the problem.

Point out to Cerberus what has been suggested. It seems from other posts over the time I have been here that HR faults are one of the last things engineers look for. Some seem not even to know about them, and others don't look for them as they are a pig to trace and they are only allowed two hours per problem report - including any travel time.

Did they try their own ADSL modem, and reproduce the problem?

A no fault visit is easy, you just don't look too hard for the actual fault in the couple of miles of wiring.