Using the forum to diagnose / solve a fault which the op is charging someone for.

First how do you come to the conclusion I am charging them?

For your information I'm not charging them anything...whether I solve this issue or not I wont make any money. I am trying to fix it for them as they've had this issue for several months now
I posted this on the forum as I would like advice from other experienced people in resolving this issue as its puzzling me...and I want to learn more about ADSL troubleshooting

Edited by j112 (Thu 24-Mar-11 21:36:31)

In reply to a post by j112:

a lot its on a 2hr sla...but the connection cannot be moved..the company I work for pays for this service..

Your co. you work for should have the expertise necessary for the service it sells and not try and pick the brains of enthusiasts on forums for nothing.

We would gladly help end-users having issues with their BB, but why should we help a commercial firm to do their job?

In reply to a post by j112:

First of all I really cant ask them to remove the faceplate..and they would not do this they would expect an engineer to do it for them

If they and you can't get your hands dirty, you'll be expecting us to come round and do it for them next

In reply to a post by j112:

is there anyway I could monitor CRC Errors with the netgear dgn2200??

Hints:

(1) User Manual

(2) Try --
(a) http://192.168.0.1/setup.cgi?todo=debug
(b) telnet 192.168.0.1
(c) adsl defects

End of hints.

In reply to a post by Rockh:

In reply to a post by j112:

a lot its on a 2hr sla...but the connection cannot be moved..the company I work for pays for this service..

never saw that

UK Online was the only ISP I knew of who did SRA.

ADSL2+ pushing the line even harder is not going to help.

If you slow the connection down it might mean enough margin to cope, but if it is noise causing the disconnect (it might not be), then it must be pretty large through a line out of sync with those stats.

Lift and shift, moving the line to a different port at the exchange, in case it is a line port issue at the exchange end.

The customer can pay for a BT engineer visit £160 to £200 and risk them deciding the fault is customer side. So unless people are willing to try at the test socket to eliminate phones/wiring that is the way things stand.

I would also suggest that you try a different ADSL modem on the line. Some devices cope better with the combinations of exchange hardware and unique noise situation of each line. Or failing that see if any firmware updates are available for the modem.

To be brutually honest, you are seeing 3 resyncs on one day, i.e. offline for a minute or so, and one resync on another day. With ADSL based services this is not uncommon, it could be as simple as an electrically noisy vehicle passing now and then.

If a business cannot cope with 1 resync a day from their ADSL line then ADSL is not the product for them.

2hr SLA is interesting, as I thought the best that was possible from BT for ADSL was 4 to 8 hours for responding to line faults.