DSL drops, ISP claim only 3 or more per 24hrs is a "fault"?

faxfan · 6 Apr 2017 at 20:22

Using ZEN internet (fibre), getting excellent sync and speeds onto a Draytek 2860 (also tested a Draytek 130). BUT the DSL drops 1 or 2 times every 24 hours and occasional the PPP drops (2 or 3 times a week). ZEN are claiming that 3 or less DSL drops in a 24 hour period is not classed as fault.

I use the line for business, including voice, sharing, data transfer and these drops are just making it impossible to use. I am paying a extra for a business line but this doesn't appear to sway them one way or another.

Thoughts?

pcfarrar · 6 Apr 2017 at 21:11

I presume there is no noise or crackling on the phone line? The only thing to do in this scenario is to demand an engineer and risk the no fault found fee.

bremen1874 · 6 Apr 2017 at 21:33

Is this an old connection that was working but has now started playing up, or a new connection that has never worked properly?

faxfan · 6 Apr 2017 at 22:55

New connection in a new build, been through all the usual problem solving things - filter, master socket isolation, different modems etc.

bremen1874 · 6 Apr 2017 at 23:03

How new?

Have you ever left it alone long enough for DLM to stabilise the connection?

You could try reporting it as a intermittently noisy line. That would at least get the line tested from their end and they could possibly find an issue.

bledd · 6 Apr 2017 at 23:14

No others devices connected up to the line, like a fax etc?

MissChief · 6 Apr 2017 at 23:25

While it is annoying, Openreach themselves consider 3 or fewer drops in 24 hours as not intermittent.

PiKe · 6 Apr 2017 at 23:26

Good luck, my parents had issues with this for months, eventually they said it was REINS and there was nothing more they could do.

Mana · 7 Apr 2017 at 10:18

Try updating the Draytek Firmware?

faxfan · 7 Apr 2017 at 11:42

All firmware is up to date. It's been in about 8 weeks now so the speed is very stable. Interesting on openreach... I'll flag that to them and see if I get any joy.

Does anyone know how to test for noise on the line - I think there is a special number you can dial?

bremen1874 · 7 Apr 2017 at 12:48

17070 Option 2

Shawreyboy · 11 Apr 2017 at 17:51

What is the SNR margin on the circuit? Should be viewable from the DSL stats on the Draytek?

Might need an SNR reset completing by Openreach (as they are the only ones that can reset the SNR on FTTC).

Shawrey

Fishpan · 6 May 2017 at 15:33

http://www.kitz.co.uk/adsl/DLM.htm would be worth having a read through this. Zen use the speed profile hence this higher threshold before being classified as a fault. You *might* be able to ask if you able to migrate to a different DLM profile but this will probably loss in some speed - noticeable or not.