BT Broadband losing connection

Over the last few weeks we have had several losses of service. The
router(D-link DSL-502T) was showing connected but we had no internet
connectivity. Every time this happened we had powered the router off and on
several times each time the ADSL light came on showing connected but still
no conectivity. Contacted BT and they say line tests are OK. Eventually they
do a "session kill" and it all starts working again without us doing
anything else at our end. We very recently had the line upgraded to 8M
although this problem started before that. The router is showing that we are
getting 8128Mbps download speed so we have a good connection. BT are saying
that there must be a problem with our equipment but I can't see how. Trying
to convince them otherwise is difficult.


Anybody got any views?

Archie

Archie wrote:
> Over the last few weeks we have had several losses of service. The
> router(D-link DSL-502T) was showing connected but we had no internet
> connectivity. Every time this happened we had powered the router off
> and on several times each time the ADSL light came on showing
> connected but still no conectivity. Contacted BT and they say line
> tests are OK. Eventually they do a "session kill" and it all starts
> working again without us doing anything else at our end. We very
> recently had the line upgraded to 8M although this problem started
> before that. The router is showing that we are getting 8128Mbps
> download speed so we have a good connection. BT are saying that
> there must be a problem with our equipment but I can't see how.
> Trying to convince them otherwise is difficult.

You need to try the modem by connecting it to the test socket behind the
removable faceplate. If that works then you need to systematically check
each part of the wiring until you find what is wrong. If it does not work
when connected direct to the test socket then try and borrow another modem
to ensure yours is not faulty.

Peter Crosland

You might want to try another router

http://www.theregister.co.uk/2007/10...neon_bt_fault/

The DSL-502T appears on the list of affected routers with the AR7 chipset

Nicola Redwood wrote:
> You might want to try another router
>
> http://www.theregister.co.uk/2007/10...neon_bt_fault/
>
> The DSL-502T appears on the list of affected routers with the AR7
> chipset

Which runs counter to the experiences of many of us on this group, read
previous thread on the issue.

Gaz

Archie wrote:
> Over the last few weeks we have had several losses of service. The
> router(D-link DSL-502T) was showing connected but we had no internet
> connectivity. Every time this happened we had powered the router off and on
> several times each time the ADSL light came on showing connected but still
> no conectivity. Contacted BT and they say line tests are OK. Eventually they
> do a "session kill" and it all starts working again without us doing
> anything else at our end. We very recently had the line upgraded to 8M
> although this problem started before that. The router is showing that we are
> getting 8128Mbps download speed so we have a good connection. BT are saying
> that there must be a problem with our equipment but I can't see how. Trying
> to convince them otherwise is difficult.
>
>
> Anybody got any views?
>

Lots.

Not sure what diagnostics that particular router has, but my earlier
DSL-504 allows me to basically test the following

- if the DSL light (in my case) is out, there is no DSL on the line.
Cats pulled it out, lines broken etc. etc. Try phone - if that works
check filter et.
- If te DSL light is steady, here is DSL but it hasn;t sybchjed with te
DSLAM in te exchange
- If the DSL light is blinking it has synched, and i have connectivity
to the exchange.

These three states are mimicked on the web based diagnostic pages by
various places that show the DSL idle, handshake or 'showtime' respectively.

On mine there are three levels of test to

ADSL
ATM
PPP

If the ADSL is up but the ATM test fails, thats a BT backhaul to the ISP
fault. othig to do but wait for it to be fixed and lodge a ticket with
te ISP.

If the ATM test passes but ppp fails, its a problem at the ISP's
termination kit. Nothing you can do except lodge a fault and wait.

I have no idea if thats the same sort of interface that you have but
have a poke inside the web screens. Also examine event logs if it has
them. All good clues.

Other issues I have had is no response from the router at all - even web
to it doesn't work. Thats when it got too hot. Only rated to 40C..easy
to get hotter in a cupboard with other kit.

solution is pull the power and try again.

There are loads of diagnostics in my Dlink. I yours is the same run
through them - its very handy when this sort of shit happens, to know
how to check the different bits.


> Archie
>
>

Gaz wrote:
> Nicola Redwood wrote:
>> You might want to try another router
>>
>> http://www.theregister.co.uk/2007/10...neon_bt_fault/
>>
>> The DSL-502T appears on the list of affected routers with the AR7
>> chipset
>
> Which runs counter to the experiences of many of us on this group,
> read previous thread on the issue.
>
> Gaz

Just goes to show how reliable The Register really is....

>
> Not sure what diagnostics that particular router has, but my earlier
> DSL-504 allows me to basically test the following
>
> - if the DSL light (in my case) is out, there is no DSL on the line. Cats
> pulled it out, lines broken etc. etc. Try phone - if that works check
> filter et.
> - If te DSL light is steady, here is DSL but it hasn;t sybchjed with te
> DSLAM in te exchange
> - If the DSL light is blinking it has synched, and i have connectivity to
> the exchange.
>
> These three states are mimicked on the web based diagnostic pages by
> various places that show the DSL idle, handshake or 'showtime'
> respectively.
>
> On mine there are three levels of test to
>
> ADSL
> ATM
> PPP
>
> If the ADSL is up but the ATM test fails, thats a BT backhaul to the ISP
> fault. othig to do but wait for it to be fixed and lodge a ticket with te
> ISP.
>
> If the ATM test passes but ppp fails, its a problem at the ISP's
> termination kit. Nothing you can do except lodge a fault and wait.
>
> I have no idea if thats the same sort of interface that you have but have
> a poke inside the web screens. Also examine event logs if it has them. All
> good clues.
>
> Other issues I have had is no response from the router at all - even web
> to it doesn't work. Thats when it got too hot. Only rated to 40C..easy to
> get hotter in a cupboard with other kit.
>
> solution is pull the power and try again.
>
> There are loads of diagnostics in my Dlink. I yours is the same run
> through them - its very handy when this sort of shit happens, to know how
> to check the different bits.
>
>
Thanks for your input.

The trouble is, I am diagnosing the problem remotely and while I can examine
the router configuration when its connected, I am relying on talking to a
lady on the end of a phone when its broken. The first time this happened, I
spent a long time on the phone checking various things and was happy there
it wasnt a router fault before I had the lady contact BT and report a fault
on the line. The router web interface status page was showing pppoa
connected and had an IP address allocated. On subsequent occations, I just
established the pppoa connection status before getting her to phone BT. This
time, I talked to BT myself and they insisted that the line was OK as they
had run a line check and the problem must be with the equipment. I asked
what had been done on previous faults and was told that they had perfomed a
"session kill". I asked it they could do it again and 30 seconds later it
started working. I can't see how this could be a router problem and must be
a BT problem but how do I convince BT?.

The router tests are limited to IP ping tests and OAM tests. The OEM tests
are subdivided into F4 End, F4 Seg, F5 End and F5 Seg. I suppose they will
mean something to someone. There is a sytem log which details the connection
state which I will check the next time it happens

Archie

Archie wrote:

> Over the last few weeks we have had several losses of service. The
> router(D-link DSL-502T) was showing connected but we had no internet
> connectivity. Every time this happened we had powered the router off and on
> several times each time the ADSL light came on showing connected but still
> no conectivity. Contacted BT and they say line tests are OK. Eventually they
> do a "session kill" and it all starts working again without us doing
> anything else at our end. We very recently had the line upgraded to 8M
> although this problem started before that. The router is showing that we are
> getting 8128Mbps download speed so we have a good connection. BT are saying
> that there must be a problem with our equipment but I can't see how. Trying
> to convince them otherwise is difficult.
>
> Anybody got any views?

Trying another router seems to be obligatory if you intend to sort this out.

Graham

Archie wrote:
> Thanks for your input.
>
> The trouble is, I am diagnosing the problem remotely and while I can
> examine the router configuration when its connected, I am relying on
> talking to a lady on the end of a phone when its broken. The first
> time this happened, I spent a long time on the phone checking various
> things and was happy there it wasnt a router fault before I had the
> lady contact BT and report a fault on the line. The router web
> interface status page was showing pppoa connected and had an IP
> address allocated. On subsequent occations, I just established the
> pppoa connection status before getting her to phone BT. This time, I
> talked to BT myself and they insisted that the line was OK as they
> had run a line check and the problem must be with the equipment. I
> asked what had been done on previous faults and was told that they
> had perfomed a "session kill". I asked it they could do it again and
> 30 seconds later it started working. I can't see how this could be a
> router problem and must be a BT problem but how do I convince BT?.
> The router tests are limited to IP ping tests and OAM tests. The OEM
> tests are subdivided into F4 End, F4 Seg, F5 End and F5 Seg. I
> suppose they will mean something to someone. There is a sytem log
> which details the connection state which I will check the next time
> it happens

DO NOT tell her to go to BT, under any circumstances, tell her to go to her
ISP, that is off course if she doesn't want to pay nearly £200 just for
someone to turn up & tell her that her analogue line is ok.

>
> Trying another router seems to be obligatory if you intend to sort this
> out.
>
> Graham

I tend to agree but I did ask BT that if I tried another router and got the
same problem would they accept that the problem was with them and was told
no, not unless they supplied the router. A preconfigured BT router is no
good here as it is part of a VPN connecting 4 sites and the BT standard
config will conflict with the IP routing to the other sites. I suppose it
could be changed it though.

I will probably get another router anyway to have as a spare as we had had
several go faulty recently although they have been mostly Linksys.

Archie