DSL Carrier Down

Hi, signed up my friend for ADSL about a month back and still no online

PlusNet did the checks and said all good. Came abck to me said BT needed to do something on the line, then would all be good. They activated the line and setup the account. But my Modem still shows "DSL Carrier Down" in the System Logs.

The BT cable comes in the back, straight to the master socket (a socket with capacitor and resitors in). There is a ADSL Micorfilter in this socket with a telephone and the modem.

I have tried 3 filters, 2 modems, that I know work. I told PlusNet there was still no DSL signal. They said we'll pass to BT. BT Got back with "We have fixed what we believe to have been the problem, and should now work, please re-test". Again the modem was reporting "DSL Carrier Down".

I told PlusNet again, and again they said they would pass to BT. About 30 mins ago the BT Engineer contact my friend (who knows nothing about anything slightly technical) and told him "the Line is fine and there in no problems at all, and that everything is fixed."

But the modem will still not connect. BT have NOT been to his house, how can they say its fine? Do I need to replace the Master socket? Could that be the problem? And lastly should BT have come to the house before saying the line is fine? regarding ADSL of course.

Thanks for your time.

Paul

In reply to:

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I have tried 3 filters, 2 modems, that I know work. I told PlusNet there was still no DSL signal. They said we'll pass to BT. BT Got back with "We have fixed what we believe to have been the problem, and should now work, please re-test". Again the modem was reporting "DSL Carrier Down".

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This is a silly question, but if it isn't asked and turned out later to have been needed we will all feel a bit frustrated. You have connected the ADSL modem to the ADSL socket on the filter, haven't you?

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But the modem will still not connect. BT have NOT been to his house, how can they say its fine?

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They know that the equipment at the exchange is configured correctly. They may be wrong, of course, but they don't need to visit your house to check the equipment in the exchange (they probably don't even need to visit the exchange). They know, from the fact that you can make telephone calls, that the line is correct from the exchange to your master socket. In any case, they can test it from the other end to show that it works correctly as far as the master socket, beyond that is the customer's responsibility.

What extensions are attached to the master socket and how are they attached? (If to the back of the faceplate, do they all have filters as well as the master socket?)

What is the make and model of one of the modems and what lights do you see lighting up on it when you try to connect?

Have you tested the cables between the master socket and the modem and between the modem and the computer? At least, have you tried using cables which you know work elsewhere?

What does the faceplate look like? How many sockets does it have on it and how are they labelled?

If it is a split faceplate, take it off and you will see another telephone socket behind it. Try plugging the modem into that using the ADSL filter and do not plug anything into the phone side of the filter.


Do I need to replace the Master socket? Could that be the problem? And lastly should BT have come to the house before saying the line is fine? regarding ADSL of course.

Thanks

In reply to:

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This is a silly question, but if it isn't asked and turned out later to have been needed we will all feel a bit frustrated. You have connected the ADSL modem to the ADSL socket on the filter, haven't you?

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Yes, modem connected correctly to master socket via filter.

In reply to:

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They know that the equipment at the exchange is configured correctly. They may be wrong, of course, but they don't need to visit your house to check the equipment in the exchange (they probably don't even need to visit the exchange). They know, from the fact that you can make telephone calls, that the line is correct from the exchange to your master socket. In any case, they can test it from the other end to show that it works correctly as far as the master socket, beyond that is the customer's responsibility.

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But in this senario (ADSL Broadband Problem) would it be wrong for them to say its working as there in no way for them to test the DSL signal is working, i.e. no sync?

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What extensions are attached to the master socket and how are they attached? (If to the back of the faceplate, do they all have filters as well as the master socket?)

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There is nothing else in the chain, the master socket is the only one in the house.

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What is the make and model of one of the modems and what lights do you see lighting up on it when you try to connect?

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The modems used are SafeCom (eBuyer) Wifi modem/router, Power and WLAN lights are lit, DSL is not. Other is a Zoom USB modem, The Power light is lit, but the Data (activety) and Link (DSL) lights are not.

In reply to:

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Have you tested the cables between the master socket and the modem and between the modem and the computer? At least, have you tried using cables which you know work elsewhere?

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Both modems with cables have been used previously (not too long ago) and have been tested on another line and work fine.

In reply to:

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What does the faceplate look like? How many sockets does it have on it and how are they labelled?

If it is a split faceplate, take it off and you will see another telephone socket behind it. Try plugging the modem into that using the ADSL filter and do not plug anything into the phone side of the filter.

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The Socket is the old type with a single phone socket on it, it is not the newer NTE5 socket with internal test socket.

Thanks again for your time.

Paul.