Scholar
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162 Messages
Suddenly unbalanced bonded VDSL2 line - Internet 100
If you want a TL/DR. Had sudden drop in signal quality March this year, modem eventually couldn't connect. Tech came out and got things up and running. But now my lines are very un balanced. First screenshot was taken 02-28-2020 and refelect how my line stats were for YEARS, second is how they are now and have been since the issue described below in March.
Hey guys. I have a question about my bonded VDSL2 service. I've had it for ~4 years now. It's been extremely reliable. However one day out of the blue in March my gateway disconnected, and re synced with much lower line stats than what I have had for years (for as far back as I can remember when they switched to 17Mhz). Over night the stats got worse and disconnects more frequent until it could not connect at all.
Tech came out next morning and said that one of the 4 copper lines that make up the bonded pair had become completely disconnected. He went out to the ped by the end of my drive way, came back to the NID did another test and I guess the stats were fine with him. My service was back up and speed tests were normal 95-100 Mbps down 20 up. However the bonded pair is very un balanced ever since then. As you can see by the screenshots, the first screenshot was taken 02-28-2020. Those were my line stats for YEARS.
Now look at the second screenshot, those are my stats rigth now and how they have been since the issue in March. This is also with only ~2.5 days up time (I recently flashed the latest 2.7.7 firmware).
To be fair my internet dose work, I get the speeds I pay for, not a single random disconnect since the tech visit etc. But even though it shouldn't it just kind of annoys me that I went from having REALLY good line stats to really un balanced. I made a point not to even try to get another tech out here without waiting at least 30 days because I did not want the guy that came out in March to get a mark against him for a repeat issue. But I'm guessing unless this starts causing service issues there is no way I'll get AT&T out here just to balance my lines. Any ideas on what could have caused this? Is there anything I could do or say? I should probably just forget about it right? lol
Above are original line stats that were like this for YEARS. Error rate is with ~60+ days up time.
And how my line stats have been since the issue and tech visit in March. Error rates are with just 2.5 days uptime.
my thoughts
Former Employee
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22.2K Messages
4 years ago
Need to call, line 2 is running on half a pair... one of the 2 lines is loose or not connected, essential what the tech said the problem was in March.
Your first set of stats was not evenly balanced but within specs...
Evenly balanced should be about 50% on each or 55/11 per line you had 57 and 53, off about 2 up or down.... your current has line 1 carrying the load due to line 2 at half... 74 and 36 as max sync is 96 and 51.
A port bounce should be performed to see if lines would balance with a reset of the ports, otherwise a true test on tech meter to see where the problem is ... crossbox, outside plant, serving terminal, drop wire, nid, inside wiring, jack, data cable, gateway. Personally I would start testing at the NID, separating outside from inside... possible good on the drop wire to the NID, but not seated properly in the gel protectors at NID connecting to inside wire.
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sean8102
Scholar
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162 Messages
4 years ago
Thanks for the response. I can see how that would work. Probably the only way I'll convince CS to send someone out. Was gonna say I'm gonna feel awkward telling the tech what I did, but I could just say I had a sudden disconnect or it's started disconnecting randomly. I'd imagine just about any tech once they are out will notice how out of balance the two lines are. And I'll just say CS mentioned something looked off with the line quality. Guess I'll give that a shot soon and see what happens. If I get anywhere I'll update this, thanks again for your time. I'll also grab a pic of my NID tomorrow opened up just to see if anything stands out to you.
A minor positive, after flashing the latest firmware available from one of AT&T servers (version 2.8.5) on the BGW-210 I def have had a drop in CRC errors but the FEC's are still WAY higher than they ever have been. Used to be over the course of a month plus their would only be a few hundred of them total. This screenshot is over 11 days (since I flashed v 2.8.5)
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sean8102
Scholar
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162 Messages
4 years ago
Went and checked out my NID. Took as good a pics as I could. I looked at everything closely and it all looks fine to me (didn't seem to be any loose wires or anything). I haven't tried your trick of contacting CS while disconnected yet (been a bit busy), will soon though.
https://imgur.com/a/DRehKpc
I was wondering with the part on the right side that has the door that opens that shows what looks to me like regular phone jacks, can either of those jacks be used to sync the modem to make sure the problem is outside the house? Feel quite confident it is but couldn't hurt.
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