Thread: ADSL connection dropouts and BigPond

I intermittently have similar problems usually caused by degradation of the phone line. I seem to live in a street where water seeps into the phone lines and corrodes them to unusable every 6 months or so.

The first test is to disconnect your modem then pick up the phone line and listen for pops and crackles or general static. If you can hear anything on the phone line other than dial tone, you probably have a problem that only a telstra linesman can fix (even if your ISP is other than Telstra).

I am also close to the distance limit for adsl connection to the local exchange. I used to have other regular drop outs due to poor quality/strength signal, but that has largely been overcome by tweaks to my modem's signal to noise settings.

Originally Posted by Fuzzie

I intermittently have similar problems usually caused by degradation of the phone line. I seem to live in a street where water seeps into the phone lines and corrodes them to unusable every 6 months or so.

The first test is to disconnect your modem then pick up the phone line and listen for pops and crackles or general static. If you can hear anything on the phone line other than dial tone, you probably have a problem that only a telstra linesman can fix (even if your ISP is other than Telstra).

I am also close to the distance limit for adsl connection to the local exchange. I used to have other regular drop outs due to poor quality/strength signal, but that has largely been overcome by tweaks to my modem's signal to noise settings.

Thanks for the reply, Fuzzie.
First things I did were to listen for static etc on the phone - clean.
Second I isolated the modem - disconnected the phone and T-Box and tried again - no better.

I've had the same degradation in the past during extended rainy periods, but there's a dry spell at the moment.

I keep a Telstra/BigPond bundle for this very reason. In the past, I used Telstra for the landline and Optus for my internet connection, and they used to pass the buck and blame each other. With the Telstra bundle, at least they have to fix it whether it's a technical problem or a line fault. I just have to sit on my hands and wait for them to get back to me.

N.B. This is my third attempt at this reply.

Still haven't heard back from Telstra.
Gotta love their customer support.

Luckily for me, the problem appears to have sorted itself out - no dropouts for 24 hours. Be interesting to see just how long it takes Telstra to follow up.

Originally Posted by Humphrey9999

Still haven't heard back from Telstra.
Gotta love their customer support.

Luckily for me, the problem appears to have sorted itself out - no dropouts for 24 hours. Be interesting to see just how long it takes Telstra to follow up.

Finally, resolution on this today. Took Telstra (only) 8 days to sort it out for me.
They had to replace a length of cable just up the road. First the tech tried to tell me that everything was normal at the end of an hour's tests, then just as he was packing up it suddenly dropped out and started cutting in and out again.

Beautiful now, and getting 5 times the download speed as a bonus.

Just been through that with the copper line rented to me by the ISP. It was a marathon.

Other influences: EM radiation affecting any ext. lead in the house (cordless phones, wireless door chimes etc) - so you shorten, pref. eliminate ext. leads. Back-to-base fire alarms can also cause line interference downstream of your filter.

Wireless router/modems can start to decay over time. Ours completely died shortly after I replaced it. The replacement also proved defective.

I had to do a lot of the checking/replacing before the ISP sent out someone to check the line from house to pole - but they were v. prompt once they decided it was a line prob. and so was Telstra in fixing it. All up about 4 working days. Turned out to be a slight short on the line in the street which got worse the longer the connection was open. Explained why a local power recycle accompanied by an ISP reset would provide good speeds for an hour or so before they went to crap.

Originally Posted by rsser

Just been through that with the copper line rented to me by the ISP. It was a marathon.

Other influences: EM radiation affecting any ext. lead in the house (cordless phones, wireless door chimes etc) - so you shorten, pref. eliminate ext. leads. Back-to-base fire alarms can also cause line interference downstream of your filter.

Wireless router/modems can start to decay over time. Ours completely died shortly after I replaced it. The replacement also proved defective.

I had to do a lot of the checking/replacing before the ISP sent out someone to check the line from house to pole - but they were v. prompt once they decided it was a line prob. and so was Telstra in fixing it. All up about 4 working days. Turned out to be a slight short on the line in the street which got worse the longer the connection was open. Explained why a local power recycle accompanied by an ISP reset would provide good speeds for an hour or so before they went to crap.

G'day Ern. I'm not using wireless, but it appears that maybe the modem is on the way out. The problem returned several days after my last post. Line checks etc are OK, so hopefully a new modem will sort it out. It's a few years old now.

Sorry, missed that.

Yeah. My ISP recommends D-Link but I've had two of their modems burn out the transformer. Could have been prevented by turning them off when not in use but that's too much bother.

Good luck.

Hello,

After 12 months of continuous problems I parted company with my ISP and now use Amaysim for all internet and telephones and it is approx 1/2 the price for a service that actually works. Along the way I made lots of new friends in the Telstra call centres.

I think the big companies might be great in the cities but hopeless in rural areas.

With Telstra in rural areas :

1. Distance from the exchange is critical - if the wire to your place is too long, then ADSL2+ simply will not work - and also ADSL will be severely limited - I am 9klm from exchange on a twisted pair copper cable.

2. The capabilty of the closest exchange (ADSL & ADSL2+) and mast (wireless) is critical

2. The Telstra shops are equipped with databases that overestimate the capability of the lines and masts - the database continuously told the sales reps that I could get ADSL2+ however the tech support folk continuously told me I couldnt get it. The two departments never spoke to eachother to help resolve the problem, I was "piggy in the middle". Very frustrating. To complicate matters further there are two different databases that people use to assess availability in your location and not all shops have access to them both.

Generally, the sales reps that you buy the packages from dont know much about technical stuff. They just believe what they see on the screens.

3. Escalate your concerns (escalate has a very specific well defined meaning with telstra) and get a case manager assigned to your problem - they will give you a case number and that single person will be responsible for fixing the problem.

4. If it cannot be resolved ask your case manager for a refund of all costs to date as the service hasn't worked and also ask for a compensation package.

5. Do some spreadsheet calcs to compare packages - I am now using Skype for most telephone calls at approx 2.5 cents a minute and Amaysim on the mobile phone for 12 cents a minute and Amaysim wireless internet at approx $10 per Gigabyte - Whilst this might sound expensive to city folk it is the cheapest and best combination that works in my location and works out to half of what I was paying Telstra for a service that simply did not work.


Regards


Bill

Originally Posted by rsser

Sorry, missed that.

Yeah. My ISP recommends D-Link but I've had two of their modems burn out the transformer. Could have been prevented by turning them off when not in use but that's too much bother.

Good luck.

The tech that came out recommended turning the modem off at night. Actually, I always do anyway - I cut the power at the wall, to the PC, modem, printers etc. Hate leaving anything turned on for no reason.
Hopefullt the new modem will sort things out.

Originally Posted by steamingbill

Hello,

After 12 months of continuous problems I parted company with my ISP and now use Amaysim for all internet and telephones and it is approx 1/2 the price for a service that actually works. Along the way I made lots of new friends in the Telstra call centres.

I think the big companies might be great in the cities but hopeless in rural areas.

With Telstra in rural areas :

1. Distance from the exchange is critical - if the wire to your place is too long, then ADSL2+ simply will not work - and also ADSL will be severely limited - I am 9klm from exchange on a twisted pair copper cable.

2. The capabilty of the closest exchange (ADSL & ADSL2+) and mast (wireless) is critical

2. The Telstra shops are equipped with databases that overestimate the capability of the lines and masts - the database continuously told the sales reps that I could get ADSL2+ however the tech support folk continuously told me I couldnt get it. The two departments never spoke to eachother to help resolve the problem, I was "piggy in the middle". Very frustrating. To complicate matters further there are two different databases that people use to assess availability in your location and not all shops have access to them both.

Generally, the sales reps that you buy the packages from dont know much about technical stuff. They just believe what they see on the screens.

3. Escalate your concerns (escalate has a very specific well defined meaning with telstra) and get a case manager assigned to your problem - they will give you a case number and that single person will be responsible for fixing the problem.

4. If it cannot be resolved ask your case manager for a refund of all costs to date as the service hasn't worked and also ask for a compensation package.

5. Do some spreadsheet calcs to compare packages - I am now using Skype for most telephone calls at approx 2.5 cents a minute and Amaysim on the mobile phone for 12 cents a minute and Amaysim wireless internet at approx $10 per Gigabyte - Whilst this might sound expensive to city folk it is the cheapest and best combination that works in my location and works out to half of what I was paying Telstra for a service that simply did not work.


Regards


Bill

Been there, done that, Bill. I used to live in the mountains behind Coffs Harbour, right at the very end of the lines.
Quickly learned the Telstra significance of 'escalate', too.

Yes, cable distance from the exchange is critical to speed.

There are a number of sites that will estimate it for you. Here's one: ADSL2+ Broadband Exchange Information - Check the distance from your local telephone exchange and estimated maximum ADSL, ADSL2 or Naked DSL speed

With the connection speed problems I had, all up, excellent service from Westnet from whom I also rent the line. Once I'd shown them I'd done all the diagnostics, they promptly sent a guy out to check the line. He found noise and then they promptly organised Telstra to test and change the wire in the street. The fault qualified for compensation under the service guarantee laws and within a month Westnet paid $29. I also found Netgear to be very helpful in dealing with the 'defective' new modem/router (and actually in all likelihood it was the line causing the prob. but nonetheless they gave me a return authorisation and the unit was swapped at the retailer the same day).

As part of the process I got a sparky to put in a fixed extension to near the modem (Cat 5 cable) anticipating NBN speeds in a couple of years. I had already installed an ethernet cable from the router/modem to the other side of the house.

Interesting. The nearest exchange is in the centre of town, 1723 metres away.
Now I know exactly how far my pushbike ride to town is - could have sworn it was further.

LOL.

Note tho the diff. btwn crow-flies distance and cable distance if you missed that.

Applies to copper and pushies