Increase in Random Disconnects

Hi Folks,

After searching through tons of sites looking for helpful information, this one seems to be the only one yielding and decent replies. I hope you can lend a frustrated talk talk customer a little help.

Like many of you guys/girls, I have recieved the LLU upgrade and have recieved terrible service since it went live. Before the upgrade all was well and had few if any disconnects from my service. Now I can be online for the guts of 10 - 15mins before i get disconnected. My ADSL status on my Talk Talk branded router (Model: SNA5630NS/05) states Physical Down. I check the "ADSL / Internet Settings" tab and Upstream and Downstream data rates are at 0(Kbps.)

Below are my SNR and Attenuation info as well:
Noise Margin : Upstream : 15 dB Downstream : 15 dB
Attenuation : Upstream : 78 dB Donwstream : 63 dB

Current speed:
Up Stream : 294 (Kbps.)
Down Stream : 1304 (Kbps.)

Link Type: Interleaved Path ( Sometimes switched to Fastpath)

I also notice sometimes before i disconnect my Downstream noise margin will spike to 2147483643 dB just before i get disconnected from the service. Additionally, when i study some of the data from the Operation Data / Defect Indication section i find a few errors being reported from time to time.

Interleaved Path FEC Correction : 6 on the Far End Indicator
Loss of Signal Defect : 201 on the Near End Indicator

I am not aware what the above 2 mean and was wondering how badly these will affect my service.

My main question is, are my settings or my telephone line that bad to be recieving this amount of disconnects? And does anyone have any suggestions to finding the root of my problem or is it a talk talk network related issue with the new LLU rollout? Any information from anyone would be greatly appreciated as I am yet to get any decent information from talk talk themselves.

Thank you

P.S. MY MTU set at 1400.

Edited by briggsb2k (Fri 14-Dec-07 04:07:36)

You have a long line and the fact that you can see the noise margin change before you get a disconnect means that your line is picking up too much interference to maintain sync.

You need to eliminate your internal wiring by plugging the modem/router directly into the test socket which is inside the master socket. This will disconnect anything else connected to your line but is essential to fault find. Then report your stats again.

Hello,

I agree with ETEE you looks like you have a long line and I would also assume that you either have unfiltered devices or you have an internal wiring fault which is causing this noise and dropping connection.

If needed I am happy to investigate from this end once you have test in master/test socket.

Thanks

Hi guys,

I would like to thank both you and ETEE for the quick responses, i just have one quick question. Is it safe removing the face plate off the main telephone socket. I wouldnt have a high chances of affecting the internal wiring etc? If its okay can i send you guys the results after plugging into the test socket to figure out how i could fix the issue. Regards and thank you for the help. P.S it would be great talk talk support if anything was amiss outside my home wiring if you could take a look for me, but of course i will try the router in the test socket first.

Thank you guys again

briggsb2k,
I have exactly the same problem as you and have had this since at least July, it is

intermittent in that I can have a few weeks of un-interrupted service and then days on end of

re-syncs, last Monday I lost sync 23 times in the day, I will even loose sync with no phone

plugged in and all computers switched off.

TT 2nd line support have given me the impression that they cannot do anything to cure the

problem and also that it is possible that if they call out BTopenreach I could be charged

If you post your stats someone can make an informed comment, which may help you; otherwise it is impossible. You should post stats when stable and also during periods of disconnections. Minimum stats are attenuation, sync or line rate and noise margin. Error rates are useful.

Losing sync is usually the result of excessive noise being picked up by the line. ADSL works at medium wave frequencies, and telephone lines act like aerials, so if there is a strong source of electromagnetic radiation near to your telephone line, it can have a deleterious effect.

The usual cure is for the ISP to reduce the sync or line rate of your ADSL signal until stability returns because a lower sync rate gives a higher signal strength which overcomes the noise. Unfortunately ADSL is an engineering compromise and not perfect and no telco is obliged by Ofcom to guarantee an ADSL service on any telephone line.

I believe the TalkTalk web site includes a diagram and information on how to access the test socket inside your master socket (if you have the right type of socket).

Thank you ETEE I have used the excellent post on this forum to make my own assessment.
I am well aware of the technology used and my past employment and one of my other main hobbies gives me some insight into RFI, there is nothing near enough to me to cause RFI.
Neighbours with BB on two other ISP's have no problems, but they are on the next telegraph pole down the road.

I don't wish to hi-jack this post but I am puzzled by your comment "no telco is obliged by Ofcom to guarantee an ADSL service on any telephone line" in relation to my post, that maybe the case but I can't see the relevance, if you buy up to 8meg broadband you expect broadband "up to 8meg" not up to 8meg now and then, if you buy a car, domestic appliance whatever you expect it to be fully functional.

My post was partially designed to lure TALKTALK_SUPPORT out but no comment from him goes to confirm my suspicions that they are quite happy to loose a customer.

Hello Dogman,

Sorry for the delay in responding to your post. Hopefully I will be able to answer most of your points however if not please contact me.

Our 2ndline broadband team are correct to advise you that should an engineer visit your home and find that the fault is as a result of your equipment or your internal wiring they will charge. This is something that we advise all our customers to ensure that they are aware of any possible charges.

You have mentioned that you don't have an NTE5 which is fine and it would appear that you have tested with just a modem and phone in the master with all other non adsl equipment removed however the fault could still be with the socket itself however you would not be charged for this as the master socket is BT`s equipment and would be replaced at no charge to you the customer.

The "Phillips" modem is no longer sold due to the fact that we have a newer wireless product however we still provide support for this modem and I apologies if you have been unable to get assistance with this modem.

Moving forward I would suggest that you test with a new modem to rule out the possibility of an equipment issues, I can also complete a series of line tests to help identify what is causing the dropping connection with a view to getting your connection up and running.

Thanks
Stephen

Hello Stephen,
Thank you for the reply.
I do have the Smartax so I have ruled out the Phillips,the Smartax holds on to a connection better than the Phillips but I still get loss of sync.

Since 2nd line changed my profile on the 13th the loss of sync has been a lot better, if only 1st line had been a bit more though in July.

I am quite happy to run with this profile for a month or so to see how it is over time.

Welcome to the forum and I sincerely hope that you stay.
Not wishing to take anything away from the excellent help that TT staff have contributed to on here I think that TT should have had an official contributor like yourself ages ago.

Regards Dogman.
PM sent