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Posted Oct 5, 2011
1:13:01 AM
Connection drops every few minutes with 2701HG-B in Smiths Station, AL
Because of all the horror stories as of recent from people with the same problems as myself, I will be taking many steps beforing making the call to technical support to assure that the problem lies with the service, and not with the lines or through electrical interference. I will be connecting the wireless router directly to the pole with every electrical device nearby turned off and making a connection to the 2701HG-B via my laptop from a good distance away just to assure customer service that the problem lies either with the hardware or the service.

Once I've done this I will be making the dreaded call to the poor outsourced workers and will be documenting it all here.

This is the times which this comptuer was making ping requests to the next hop along the line. The gaps in the times was not because the service was satisfactory during those times, but because the computer was in hibernate mode, and not checking for internet connectivity. You can see how quickly it goes down and comes back up again.
 
10/2/2011 10:58:32 PM Up
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10/3/2011 7:33:07 PM Up
10/3/2011 7:46:28 PM Down
10/3/2011 7:46:38 PM Up

 

Stay tuned.

Because of all the horror stories as of recent from people with the same problems as myself, I will be taking many steps beforing making the call to technical support to assure that the problem lies with the service, and not with the lines or through electrical interference. I will be connecting the wireless router directly to the pole with every electrical device nearby turned off and making a connection to the 2701HG-B via my laptop from a good distance away just to assure customer service that the problem lies either with the hardware or the service.

Once I've done this I will be making the dreaded call to the poor outsourced workers and will be documenting it all here.

This is the times which this comptuer was making ping requests to the next hop along the line. The gaps in the times was not because the service was satisfactory during those times, but because the computer was in hibernate mode, and not checking for internet connectivity. You can see how quickly it goes down and comes back up again.
 
10/2/2011 10:58:32 PM Up
10/2/2011 11:10:04 PM Down
10/2/2011 11:10:13 PM Up
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10/3/2011 7:46:38 PM Up

 

Stay tuned.

Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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Oct 5, 2011 11:49:03 AM
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are you wireless or wired when this up/down happens?
are you wireless or wired when this up/down happens?
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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Oct 5, 2011 11:52:31 AM
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Edited by notyetbeligerant on Oct 5, 2011 at 11:54:39 AM

It's the DSL connectivity dropping, not the wireless. You're not talking with a simpleton.

It's the DSL connectivity dropping, not the wireless. You're not talking with a simpleton.

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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Oct 5, 2011 12:18:23 PM
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Hi notyetbeligerant,

Welcome to the Community and thank you for posting.  Sorry to hear about the trouble.  David is one of our Specialists on the Community and is offering to help.  If I can help further, please shoot me a Private Message.

 

Regards,

Alex

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Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Keep in mind; I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Hi notyetbeligerant,

Welcome to the Community and thank you for posting.  Sorry to hear about the trouble.  David is one of our Specialists on the Community and is offering to help.  If I can help further, please shoot me a Private Message.

 

Regards,

Alex

--------------
Rethink Possible
Private Message (ATTCustomerCare for account specific help)

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Keep in mind; I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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Oct 5, 2011 8:21:47 PM
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l have the same problem and it is frustrating.  Is AT&T just this bad or is this what I will get with anyone else?

l have the same problem and it is frustrating.  Is AT&T just this bad or is this what I will get with anyone else?

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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Oct 6, 2011 12:20:14 AM
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Edited by notyetbeligerant on Oct 6, 2011 at 12:42:46 AM

What I know is that the phone lines were replaced from the pole a few years ago when we had Bellsouth DSL which ran great for many many years with almost NO disconnects. We just signed up for DSL again here because my mother wants to use the internet on the laptop I gave her, and the price is right. She called me up almost immediately after I set it up telling me of how often she sees the dsl lost connection page from the gateway. She is not technically inclined like I am so she relies on me to interact with the tech people because she knows that she won't get anything done through them. So tomorrow I will take the gateway out to the pole to confirm that this problem still exists when all the factors are taken out of the equation. Searches for problems with this gateway model show many complaints from consumers related to the power brick failing, so it could be that. I'll borrow my sister's and give it a shot with that one if I have to.

 

Today I dug it up and it's bone dry and the sheathing has not been comprimised and I can follow the line all the way in to the new jack.

 

I'm taking all these precautions to narrow it down to what I think is the problem so that when I call tech support I can confirm that the issue lies on their end. We all know that tech support scripts are written with the average clueless consumer in mind and we here who can form an actual sentence and can tell you how electricicty works would trade our left hand to have our lives rid of the inconvenience of ever having to fight our way through low tier support folks. Sometimes I wish there was a touch tone menu on the tech support line that gave you a test of your technical competence and if you passed, would send you directly to someone who even know what a DSLAM is. You know, like the old adult DOS games?

 

Here's some statistics:

Statistics

Collected for 1 day 14:05:48

 Since ResetCurrent 24-Hour IntervalCurrent 15-Minute IntervalTime Since Last Event
ATM Cell Header Errors:0000:00:00
 
ATM Loss of Cell Delineation:0000:00:00
 
DSL Link Retrains:32900:32:01
 
DSL Training Errors:26500:31:51
 
DSL Training Timeouts:0000:00:00
 
DSL Loss of Framing Failures:0000:00:00
 
DSL Loss of Signal Failures:0000:00:00
 
DSL Loss of Power Failures:0000:00:00
 
DSL Loss of Margin Failures:0000:00:00
 
DSL Cumulative Errored Seconds:0000:00:00
 
DSL Severely Errored Seconds:0000:00:00
 
DSL Corrected Blocks:1001 day 8:33:29
 
DSL Uncorrected Blocks:0000:00:00
 
ISP Connection Establishment:222

6:59:11

 

 

 

DSL Line (Wire Pair):Line 1 (inner pair)
Protocol:G.DMT2+ Annex A
Downstream Rate:3550 kbps
Upstream Rate:382 kbps
Channel:Fast
Current Noise Margin:29.3 dB (Downstream) 29.4 dB (Upstream)
Current Attenuation:30.8 dB (Downstream) 3.6 dB (Upstream)
Current Output Power:13.9 dBm (Downstream) -1.2 dBm (Upstream)
DSLAM Vendor Information:Country: {0xB5} Vendor: {BDCM} Specific: {0x9162}
PVC Info:8/35

What I know is that the phone lines were replaced from the pole a few years ago when we had Bellsouth DSL which ran great for many many years with almost NO disconnects. We just signed up for DSL again here because my mother wants to use the internet on the laptop I gave her, and the price is right. She called me up almost immediately after I set it up telling me of how often she sees the dsl lost connection page from the gateway. She is not technically inclined like I am so she relies on me to interact with the tech people because she knows that she won't get anything done through them. So tomorrow I will take the gateway out to the pole to confirm that this problem still exists when all the factors are taken out of the equation. Searches for problems with this gateway model show many complaints from consumers related to the power brick failing, so it could be that. I'll borrow my sister's and give it a shot with that one if I have to.

 

Today I dug it up and it's bone dry and the sheathing has not been comprimised and I can follow the line all the way in to the new jack.

 

I'm taking all these precautions to narrow it down to what I think is the problem so that when I call tech support I can confirm that the issue lies on their end. We all know that tech support scripts are written with the average clueless consumer in mind and we here who can form an actual sentence and can tell you how electricicty works would trade our left hand to have our lives rid of the inconvenience of ever having to fight our way through low tier support folks. Sometimes I wish there was a touch tone menu on the tech support line that gave you a test of your technical competence and if you passed, would send you directly to someone who even know what a DSLAM is. You know, like the old adult DOS games?

 

Here's some statistics:

Statistics

Collected for 1 day 14:05:48

 Since ResetCurrent 24-Hour IntervalCurrent 15-Minute IntervalTime Since Last Event
ATM Cell Header Errors:0000:00:00
 
ATM Loss of Cell Delineation:0000:00:00
 
DSL Link Retrains:32900:32:01
 
DSL Training Errors:26500:31:51
 
DSL Training Timeouts:0000:00:00
 
DSL Loss of Framing Failures:0000:00:00
 
DSL Loss of Signal Failures:0000:00:00
 
DSL Loss of Power Failures:0000:00:00
 
DSL Loss of Margin Failures:0000:00:00
 
DSL Cumulative Errored Seconds:0000:00:00
 
DSL Severely Errored Seconds:0000:00:00
 
DSL Corrected Blocks:1001 day 8:33:29
 
DSL Uncorrected Blocks:0000:00:00
 
ISP Connection Establishment:222

6:59:11

 

 

 

DSL Line (Wire Pair):Line 1 (inner pair)
Protocol:G.DMT2+ Annex A
Downstream Rate:3550 kbps
Upstream Rate:382 kbps
Channel:Fast
Current Noise Margin:29.3 dB (Downstream) 29.4 dB (Upstream)
Current Attenuation:30.8 dB (Downstream) 3.6 dB (Upstream)
Current Output Power:13.9 dBm (Downstream) -1.2 dBm (Upstream)
DSLAM Vendor Information:Country: {0xB5} Vendor: {BDCM} Specific: {0x9162}
PVC Info:8/35

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

[ Edited ]
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Oct 6, 2011 3:58:17 PM
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notyetbeligerant wrote:

 

 

Statistics

Collected for 1 day 14:05:48

 Since ResetCurrent 24-Hour IntervalCurrent 15-Minute IntervalTime Since Last Event
ATM Cell Header Errors:0000:00:00
 
ATM Loss of Cell Delineation:0000:00:00
 
DSL Link Retrains:32900:32:01
 
DSL Training Errors:26500:31:51
 
DSL Training Timeouts:0000:00:00
 
DSL Loss of Framing Failures:0000:00:00
 
DSL Loss of Signal Failures:0000:00:00
 
DSL Loss of Power Failures:0000:00:00
 
DSL Loss of Margin Failures:0000:00:00
 
DSL Cumulative Errored Seconds:0000:00:00
 
DSL Severely Errored Seconds:0000:00:00
 
DSL Corrected Blocks:1001 day 8:33:29
 
DSL Uncorrected Blocks:0000:00:00
 
ISP Connection Establishment:222

6:59:11

 

 

 

DSL Line (Wire Pair):Line 1 (inner pair)
Protocol:G.DMT2+ Annex A
Downstream Rate:3550 kbps
Upstream Rate:382 kbps
Channel:Fast
Current Noise Margin:29.3 dB (Downstream) 29.4 dB (Upstream)
Current Attenuation:30.8 dB (Downstream) 3.6 dB (Upstream)
Current Output Power:13.9 dBm (Downstream) -1.2 dBm (Upstream)
DSLAM Vendor Information:Country: {0xB5} Vendor: {BDCM} Specific: {0x9162}
PVC Info:8/35

 

 

Well from the noise margin stats and the attenuation I think you would be hard pressed to find a line problem. If I calculated correctly you are only about 1200ft from the office or remote termination device. From the way it looks I would try a different modem first or borrow one and test. If it is still dropping with both modems at the nid/sni/gray test jack location and in the house,  next I would check and see if her dial tone goes out the same time the dsl does. If she has a dry loop/naked DSL only, then next option is going to be a field tech. 

 

If you can determine let me know or send me an IM

 

THanks

David

 

 

 


notyetbeligerant wrote:

 

 

Statistics

Collected for 1 day 14:05:48

 Since ResetCurrent 24-Hour IntervalCurrent 15-Minute IntervalTime Since Last Event
ATM Cell Header Errors:0000:00:00
 
ATM Loss of Cell Delineation:0000:00:00
 
DSL Link Retrains:32900:32:01
 
DSL Training Errors:26500:31:51
 
DSL Training Timeouts:0000:00:00
 
DSL Loss of Framing Failures:0000:00:00
 
DSL Loss of Signal Failures:0000:00:00
 
DSL Loss of Power Failures:0000:00:00
 
DSL Loss of Margin Failures:0000:00:00
 
DSL Cumulative Errored Seconds:0000:00:00
 
DSL Severely Errored Seconds:0000:00:00
 
DSL Corrected Blocks:1001 day 8:33:29
 
DSL Uncorrected Blocks:0000:00:00
 
ISP Connection Establishment:222

6:59:11

 

 

 

DSL Line (Wire Pair):Line 1 (inner pair)
Protocol:G.DMT2+ Annex A
Downstream Rate:3550 kbps
Upstream Rate:382 kbps
Channel:Fast
Current Noise Margin:29.3 dB (Downstream) 29.4 dB (Upstream)
Current Attenuation:30.8 dB (Downstream) 3.6 dB (Upstream)
Current Output Power:13.9 dBm (Downstream) -1.2 dBm (Upstream)
DSLAM Vendor Information:Country: {0xB5} Vendor: {BDCM} Specific: {0x9162}
PVC Info:8/35

 

 

Well from the noise margin stats and the attenuation I think you would be hard pressed to find a line problem. If I calculated correctly you are only about 1200ft from the office or remote termination device. From the way it looks I would try a different modem first or borrow one and test. If it is still dropping with both modems at the nid/sni/gray test jack location and in the house,  next I would check and see if her dial tone goes out the same time the dsl does. If she has a dry loop/naked DSL only, then next option is going to be a field tech. 

 

If you can determine let me know or send me an IM

 

THanks

David

 

 

 

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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Oct 7, 2011 12:32:41 AM
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Thanks for the help David. I wanted to do some troubleshooting but the problem seems to have fixed itself. Given that I supplied the account address when signing up + IP address, something tells me something went on behind the scenes here. I'm suspicous of you guys! Since none of the  variables have been changed around here I'll wait for some more rain and see for sure.

I'll be back to update here in a few days.

Thanks for the help David. I wanted to do some troubleshooting but the problem seems to have fixed itself. Given that I supplied the account address when signing up + IP address, something tells me something went on behind the scenes here. I'm suspicous of you guys! Since none of the  variables have been changed around here I'll wait for some more rain and see for sure.

I'll be back to update here in a few days.

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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Oct 7, 2011 3:34:46 PM
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David and Alex ARE ATT employees.  All ATT employees on this forum are REQUIRED to state such in their signature lines.  They can be trusted to help.

 

If you are ever in doubt about being asked for personal info (as you should be), feel free to send a PM to one of the forum Moderators or regular, active posters. Smiley Happy

 

 

David and Alex ARE ATT employees.  All ATT employees on this forum are REQUIRED to state such in their signature lines.  They can be trusted to help.

 

If you are ever in doubt about being asked for personal info (as you should be), feel free to send a PM to one of the forum Moderators or regular, active posters. Smiley Happy

 

 

Re: Connection drops every few minutes with 2701HG-B in Smiths Station, AL

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I have this same problem. Technical support has been absolutely awful. My connection is absolutely worthless. It is nearly impossible to use the internet. I remember the dial-up modem days and would prefer to go back to that time than have this internet connection.

 

I can't believe how many times I have been asked if I have turned my dsl modem on and off and my computer on and off. I also can't believe how many times I've had to repeat my information to support staff. Unbelievable.

 

What am I supposed to do to get help with this service? There has to be a way for me to get out of this contract and go to another provider? Any thoughts?

I have this same problem. Technical support has been absolutely awful. My connection is absolutely worthless. It is nearly impossible to use the internet. I remember the dial-up modem days and would prefer to go back to that time than have this internet connection.

 

I can't believe how many times I have been asked if I have turned my dsl modem on and off and my computer on and off. I also can't believe how many times I've had to repeat my information to support staff. Unbelievable.

 

What am I supposed to do to get help with this service? There has to be a way for me to get out of this contract and go to another provider? Any thoughts?

Re: Connection drops every few minutes with 2701HG-B in Indianapolis, IN

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Oct 8, 2011 8:04:11 PM
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For your situation, contact David:
http://forums.att.com/t5/The-U-verse-Lounge/To-Contact-David/m-p/2750821#M42826

 

He is an ATT employee, and even though that link is for Uverse, he helps DSL customers, too. 

For your situation, contact David:
http://forums.att.com/t5/The-U-verse-Lounge/To-Contact-David/m-p/2750821#M42826

 

He is an ATT employee, and even though that link is for Uverse, he helps DSL customers, too. 

Re: Connection drops every few minutes with 2701HG-B in Indianapolis, IN

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