Line problem?

muon · 20 Jan 2009 at 21:31

Well a week ago I replaced my 585v7 router which came from o2 with a dg834gt. Last 2 days I've been getting disconnects every 2-10 minutes and so figured I must have a faulty router. Put my original router back in and the disconnects are more frequent. I looked at the connection stats with the o2 router and the SN margin is fluctuating a lot. The upstream margin, is fluctuating between 0 and 7 which is obviously bad (sometimes it reads -254xxxx as well). Incoming and outgoing calls also cause disconnects.

Ive tried another adsl filter which didnt help. Ive obviously tried 2 routers and I've done the silent line test and I can hear crackling. The scoket I've used is the master socket.

So do I contact BT directly or will O2 do this for me?

Thanks.

edit:

Ive tried the phone on its own (i.e. no filter) connected to the master socket and the crackling disappears?

edit:

tried 3rd filter, same crackling, disconnects and sn margin fluctuations.

theheyes · 20 Jan 2009 at 21:45

Have you replaced ALL the filters, not just the one the router plugs into? I had this issue a while back and it turned out to be a faulty filter on one of the phones.

muon · 20 Jan 2009 at 22:01

Only have a single phone. I phoned o2, theyve got me to connect to the test socket and are running diagnostics. Even with the test socket, line disconnects when outgoing or incoming ohone call is made. Same sn margin fluctuations.

Apparently my modem had made over 400 reconnections today.

edit: Well test showed no problems. Same problems, so they changed it onto a test profile(???) and then replace the modem and if necessary send an engineer out to check my wiring, and then theyll contact BT to check the whole line to the exchange.

muon · 5 Mar 2009 at 00:59

Problem was finally fixed today (or I hope so at least). Suffice to say I'm not very impressed with the customer service.

I have had to put up with getting only an 8meg test profile for the duration and disconnections with incoming and outgoing phone calls (which I'll admit are very few and far between).

Normally I would change companies but £7.34 a month for a G.992.5 annex A or annex M connection (~14mbps for my attenuation on annex A) is too cheap to pass.

dannyjo22 · 5 Mar 2009 at 09:18

How did they fix it? I had the same problem for over 18 months on and off. For ages they kept saying it was the network card and then eventually they swapped me over to the spare line from the exchange to my house.

muon · 6 Mar 2009 at 19:29

dannyjo22 said:
How did they fix it? I had the same problem for over 18 months on and off. For ages they kept saying it was the network card and then eventually they swapped me over to the spare line from the exchange to my house.

Hasn't solved the problem I'm afraid. After they put me on full speed again a couple of days ago, the connection detriorated. The person I spoke to (part of the 2nd line team) today was very surprised the correct procedure wasn't followed. The network engineer I originally spoke to over a month ago who was supposed to be part of the network team the 2nd line team gave my case to has been calling me every day for the last 3 days at 4pm when I aint home or can't pick up as I'm in a lecture. Surprised it takes a 2nd line team to prompt him to do this.

I should have had my port at the exchange swapped once the router was rulled out. They will do this on monday (apparently BT do this and so they only do this on weekdays). Afer that they'll send an engineer out.

Very annoying.