Intermittent DSL outage is likely to be...

[Leslie]

I'm hoping that better targetting the pleas for help to the phone/internet company will take the actually getting fixed time down to 6 months

 

[Sawhney89]

... Try getting down on one knee and sacrificing an Indian Tech from HP. … You might make the gods happy…Possibly….

 

[Leslie]

It is DEFINITELY the gods.

Live Internet Support: I have a connectivity problem

Conversation Log

Jul 25 2006 10:19:09 PM Your service request has been received and will be queued shortly.

Jul 25 2006 10:19:27 PM Your request has been placed in the queue.
Jul 25 2006 10:20:13 PM Mark, has been assigned to help you.

MarkJul 25 2006 10:20:38 PM Please note that we are currently experiencing a delay in responding to the chats. Currently our wait time is approximately 15 to 20 minutes. Thank you for your understanding.

PaulJul 25 2006 10:28:55 PM Hi, I'm having intermittent outages. If I disappear, I'll be back in a couple minutes when I get back online.

Jul 25 2006 10:45:48 PM Maulidi, has been assigned to help you.

MaulidiJul 25 2006 10:45:49 PM Greetings Paul Schnider,

Thank you for choosing Bell, my name is Maulidi, how may I help you today?

MaulidiJul 25 2006 10:45:55 PM I can help you with that.

PaulJul 25 2006 10:46:20 PM hi thanks

PaulJul 25 2006 10:46:39 PM am I best to start with calling Bell about the phone line?

MaulidiJul 25 2006 10:46:41 PM do you have a router ?

PaulJul 25 2006 10:46:50 PM yes but it's the same with or without

PaulJul 25 2006 10:47:24 PM sorry, back

PaulJul 25 2006 10:47:33 PM it's the same with or without a router

MaulidiJul 25 2006 10:48:32 PM do you have a router ?

PaulJul 25 2006 10:48:52 PM yes

MaulidiJul 25 2006 10:48:53 PM Are you actually connected through a router?

PaulJul 25 2006 10:49:11 PM yes right now

MaulidiJul 25 2006 10:50:00 PM I recommand that you disconnect it and connect your computer directly to the modem.

PaulJul 25 2006 10:50:15 PM I have done that to no avail.

PaulJul 25 2006 10:51:36 PM I have powercycled the modem countless times, rebooted the router, went without the router, gone without the splitter directly into the wall, now I'm looking for help.

MaulidiJul 25 2006 10:51:43 PM Unfortunately I can not troubleshoot if your computer is not connected directy to the modem.

PaulJul 25 2006 10:52:22 PM ok, I'll be back.

MaulidiJul 25 2006 10:57:01 PM Ok

PaulJul 25 2006 10:57:54 PM ok, I have the modem directly into the computer now

MaulidiJul 25 2006 11:00:11 PM one moment please while I'm running test on your line

PaulJul 25 2006 11:00:31 PM ok

MaulidiJul 25 2006 11:04:37 PM I have run a test on your line and there is a slight drop in signal to your modem which is likely causing this problem.
I'm going to check your physical setup to make sure everything is plugged in properly.

PaulJul 25 2006 11:04:49 PM ok

MaulidiJul 25 2006 11:05:19 PM Are you using our cables (those provided with the setup kit) ?

PaulJul 25 2006 11:05:25 PM Click here to type a new message to send to a Sympatico support analyst.

PaulJul 25 2006 11:05:35 PM yes

MaulidiJul 25 2006 11:06:41 PM Are you using a telephone splitter?

PaulJul 25 2006 11:07:04 PM i just put it on today, so yes, but the problem existed without it.

MaulidiJul 25 2006 11:07:45 PM How long is the cable that connects the modem to the phone jack ?

PaulJul 25 2006 11:08:08 PM however long the one in the kit is

MaulidiJul 25 2006 11:10:04 PM There should not be any splitters, filters or extensions between the modem and the phone jack. The cable should not be longer than 2 meters (7 feet).

PaulJul 25 2006 11:11:01 PM You're saying I'm not to use the Sympatico provided splitter?

PaulJul 25 2006 11:11:52 PM Hang on, I will go take it off

PaulJul 25 2006 11:12:32 PM I am now directly into the wall, and meeting all other standards

MaulidiJul 25 2006 11:13:06 PM we are trying to identify the root cause of the problem

PaulJul 25 2006 11:14:07 PM i am now directly into the wall, I'm using the cord that came in the kit, so I am assuming that it is less than 7 feet, there are no splitters or filters

PaulJul 25 2006 11:14:36 PM I am using the Ethernet cord that came in the kit

MaulidiJul 25 2006 11:15:05 PM Is the modem at least 12"/30 cm from electrical devices?

PaulJul 25 2006 11:16:04 PM it is a foot and a half away from the computer, and 2 feet away from the outlet

MaulidiJul 25 2006 11:18:50 PM How long is the telephone cable that connects the modem to the phone jack ?

PaulJul 25 2006 11:19:46 PM How long is the one that comes in the kit? 5 feet? 6 feet?

MaulidiJul 25 2006 11:20:33 PM about 7 feet

PaulJul 25 2006 11:20:54 PM ok, then about 7 feet

MaulidiJul 25 2006 11:23:28 PM Are all phones on the High Speed line filtered?

PaulJul 25 2006 11:23:45 PM yes

MaulidiJul 25 2006 11:25:40 PM How many phones do you have?

PaulJul 25 2006 11:29:04 PM sorry, it went off again. I have one phone.

MaulidiJul 25 2006 11:29:20 PM Are you still there ?

MaulidiJul 25 2006 11:29:42 PM how many phone jack to you have ?

PaulJul 25 2006 11:30:27 PM I don't know. There are 4 I believe, I'm only using two. I don't know if the others work.

MaulidiJul 25 2006 11:31:29 PM Do you have a Vista 350/390 telephone ?

PaulJul 25 2006 11:31:47 PM yes

MaulidiJul 25 2006 11:32:19 PM Are all phones on the High Speed line filtered?

PaulJul 25 2006 11:32:53 PM yes it is filtered.

MaulidiJul 25 2006 11:34:50 PM Do you have a satellite system?

PaulJul 25 2006 11:35:09 PM no.

 

[paul_valaru]

man I am holding up a good converstaion with them though.

 

[Leslie]

do we have an intercom?

 

[paul_valaru]

do we have an intercom?

It says Paul, so I guess it must be me

man I am so good, I don't even realize I am on with them

 

[Leslie]

call is still going...but now, after an hour and a half...

this issue needs to be escalated to our test centre for further investigation.

*sigh*

 

[Leslie]

doesnt' want to give me the ticket number

MaulidiJul 25 2006 11:58:59 PM
Keep the modem all the time on.
PaulJul 25 2006 11:59:21 PM ok

MaulidiJul 25 2006 11:59:57 PM Please note that this may take up to 3 days.

PaulJul 26 2006 12:00:24 AM ok

PaulJul 26 2006 12:00:51 AM is there a ticket number I can refer to?

MaulidiJul 26 2006 12:00:55 AM Is there anything else I can do for you before I clos this chat ?

PaulJul 26 2006 12:01:41 AM Just the ticket number please?

MaulidiJul 26 2006 12:02:43 AM It may take up to 15 minutes before I get the ticket number from test centre.

PaulJul 26 2006 12:03:35 AM Ok, could you send it when you've received it?

 

[Leslie]

GOODGOD

it ended well, I had a survey to fill out about the service.

no ticket number.

 

[highwayman]

When you get a real person, tell him/her if it is not fixed now take back the modem and do not bill me any more...

 

[unclehobart]

Sounds just like the BS I went through several times m'self over the years. It always ends up being the router. I go through them like candy.

 

[Leslie]

This isn't the router, cuz I'm routerless and it's still happening.

 

[Sawhney89]

I will tell my brother in India who is disguised with a white name to cut back on the ass talk and get a real job. : P Tech support is a real nightmare.

His real name is Gereshk H. Shir Khan Sar-e Pol.

 

[unclehobart]

This isn't the router, cuz I'm routerless and it's still happening.

It wouldn't matter with me. It could still be disconnected and gathering dust on the shelf and still be the cause.

 

[Inkara1]

Amazing the effect woodworking tools can have on a network, eh?

 

[A.B.Normal]

Amazing the effect woodworking tools can have on a network, eh?

[Dr.Evil] Riiigghhht[/Dr.evil]

You may want to turn up the A/C ,I think your frying your brain with all that heat you've been getting lately.

 

[Inkara1]

I have both the A/C in the office and the swamp cooler in the living room running full-blast 24/7 and the living room has still been staying at a bit over 90 degrees all day for the last week.

 

[majestyx]

Leslie and/or Paul, how long have you had the DSL modem? I was having that problem earlier this month, then the intermittent went to no connection at all. The DSL modem had died. The English Speaking gentleman in the Technical Department that I spoke to on the telephone said that the earlier DSL modems only had a lifespan of 3-4 years. Well, I've had my DSL for a little over 3 years. And, yes, I had to go through the "do you have it hooked up right, is it running through a router, do you have the line filter on" bs. Got a new modem, unhooked the old one, hooked the new one up and was up and running in the time it took to plug in the wires and plug it into the electrical socket. Ain't technology grand??????

 

[A.B.Normal]

Leslie and/or Paul, how long have you had the DSL modem? I was having that problem earlier this month, then the intermittent went to no connection at all. The DSL modem had died. The English Speaking gentleman in the Technical Department that I spoke to on the telephone said that the earlier DSL modems only had a lifespan of 3-4 years. Well, I've had my DSL for a little over 3 years. And, yes, I had to go through the "do you have it hooked up right, is it running through a router, do you have the line filter on" bs. Got a new modem, unhooked the old one, hooked the new one up and was up and running in the time it took to plug in the wires and plug it into the electrical socket. Ain't technology grand??????

Yeah,same thing with my Old Cable modem,new one made a huge difference.

 

[Leslie]

It's only been here for a few months January?

I dunno. She "said" she's escalated it, that she saw drops in signal to the modem. *fingers crossed she actually escalated it*