dsl problems

jangle57 · 02-13-2006, 08:17 AM

I have a Briteport 8201v modem that's about 2 years old. Yesterday I got online, successfully looked at a couple of websites and then suddenly couldn't pull up anything online even though the DSL light was still on. I turned the modem off for a while and tried restarting: now things got worse and eventually I ended up with the DSL constantly connecting and immediately dropping.

I called tech support which ran a line test, informed me there were no problems with the line and they'd have to send a tech out which could end up costing me $199 depending if the problem was inside the house or outside the house. And oh, if they determined the problem was with my modem, then I'd be charged for the visit as well as a new modem. What a racket.

I ended up unplugging the dsl modem from my system entirely while I switched back to my dialup modem. Later that evening, after it had been off for about 6 hours, I tried hooking the dsl modem back up, and lo and behold, I got a good clear signal and was able to get online for a good 2-3 hours without a problem before logging off. Now this morning, I happened to glance at my dsl light and noticed it was doing the same thing: connecting and immediately dropping.

So, here are my questions:
1) Could the fact that the modem worked fine after being unplugged for about 6 hours indicate the problem is with the modem, and it just needs to be replaced as it's on it's way out?
2) Is there any reason I can't go out and buy a replacement DSL modem on my own rather than go through AT&T (my DSL provider)? I suspect if I call AT&T's very dismal DSL tech support, I'm going to get told I have to go through them.
3) Finally, AT&T suggested the problem could be with my inside wiring. I have an inside wiring maintenance plan with Verizon. I asked AT&T DSL support why I wouldn't want to just have Verizon out to fix any problem and was told that well they just wouldn't be looking for the same thing. Isn't inside wiring just inside wiring regardless if it's for a phone or DSL? To me the only thing a DSL tech would look at that a regular tech wouldn't would be the DSL modem and the DSL filters.

johnwill · 02-13-2006, 04:37 PM

Well, first I'd consider checking out all the interior wiring to make sure it's not a wiring issue. AT&T is correct, POTS wiring isn't as critical as DSL wiring. Here's what I do for DSL customers, and it's never been an issue.

Purchase a DSL splitter and install it at the telco service entrance. Run a direct line from the DSL port on the splitter directly to the DSL modem. Connect all of the other phone instruments to the telephone output of the DSL splitter.

This is as good as it gets for DSL installations, and will usually solve in-house wiring issues.

If you're sure it's not wiring related, I'd buy a DSL mode, shouldn't be more than around $40 for a cheap one. If that modem exhibits the same symptoms, and you know it's not the inside wiring, it's pretty much got to the the ISP's network.

I'm guessing it's the ISP's network, but I'm not there...

jangle57 · 02-13-2006, 05:46 PM

I called AT&T tech support tonight and was told I HAD to get a replacement modem from them for $149 and no refund if it doesn't fix the problem. Yeah, sure, I'll get right on that...

The DSL connection has not been holding tonight at all; it connects and then drops, connects and then drops, ad infinitum....

I never heard of the splitter but I'll give it a try. I'm going to try and get a hold of another modem to swap in too. And if neither works, I'm cancelling AT&T and moving to Verizon DSL. I wish cable modem was an option for me, but alas, it's not.

Thanks and I'll let you know....

johnwill · 02-14-2006, 04:40 PM

If you have an option to move to a different DSL provider, I'd do it in a heartbeat! From your description, the service you are currently getting SUCKS!

FWIW, I had a problem here last year with my Comcast account, it would drop off out of the blue, and I tried everything I could think of, finally called Comcast. They came out, spent several hours, making sure all the cable connections from the service connection at the street to the modem were right, even replacing the connectors, "just to be sure". Finally, they brought in a replacement modem, (I own my modem) and that was the problem. They loaned me the modem for a few weeks while I got a warranty replacement for mine. Total cost? $0.00.

tommygarth · 02-20-2006, 08:40 AM

From what i have read it seeems to me you have a wiring problem. Givenn that your dsl light is droping there is some disconection between you and your providers. They should rectify the problem. Maybe there is a short on the line which is affecting your signal. Given that nothing is wrong with the modem you shouldnt have to pay so much. I would rather switch providers since there service is rather poor.

johnwill · 02-20-2006, 10:52 AM

I'd still consider upgrading your wiring along the lines I've suggested, because sub-standard house wiring is a major issue with lots of DSL accounts.

02-13-2006, 08:17 AM	#1 (permalink)
jangle57 Registered User Join Date: Feb 2006 Posts: 3 OS: xp	dsl problems I have a Briteport 8201v modem that's about 2 years old. Yesterday I got online, successfully looked at a couple of websites and then suddenly couldn't pull up anything online even though the DSL light was still on. I turned the modem off for a while and tried restarting: now things got worse and eventually I ended up with the DSL constantly connecting and immediately dropping. I called tech support which ran a line test, informed me there were no problems with the line and they'd have to send a tech out which could end up costing me $199 depending if the problem was inside the house or outside the house. And oh, if they determined the problem was with my modem, then I'd be charged for the visit as well as a new modem. What a racket. I ended up unplugging the dsl modem from my system entirely while I switched back to my dialup modem. Later that evening, after it had been off for about 6 hours, I tried hooking the dsl modem back up, and lo and behold, I got a good clear signal and was able to get online for a good 2-3 hours without a problem before logging off. Now this morning, I happened to glance at my dsl light and noticed it was doing the same thing: connecting and immediately dropping. So, here are my questions: 1) Could the fact that the modem worked fine after being unplugged for about 6 hours indicate the problem is with the modem, and it just needs to be replaced as it's on it's way out? 2) Is there any reason I can't go out and buy a replacement DSL modem on my own rather than go through AT&T (my DSL provider)? I suspect if I call AT&T's very dismal DSL tech support, I'm going to get told I have to go through them. 3) Finally, AT&T suggested the problem could be with my inside wiring. I have an inside wiring maintenance plan with Verizon. I asked AT&T DSL support why I wouldn't want to just have Verizon out to fix any problem and was told that well they just wouldn't be looking for the same thing. Isn't inside wiring just inside wiring regardless if it's for a phone or DSL? To me the only thing a DSL tech would look at that a regular tech wouldn't would be the DSL modem and the DSL filters.

02-13-2006, 04:37 PM	#2 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 31,468 OS: XP-Pro, Vista, Linux Blog Entries: 1	Well, first I'd consider checking out all the interior wiring to make sure it's not a wiring issue. AT&T is correct, POTS wiring isn't as critical as DSL wiring. Here's what I do for DSL customers, and it's never been an issue. Purchase a DSL splitter and install it at the telco service entrance. Run a direct line from the DSL port on the splitter directly to the DSL modem. Connect all of the other phone instruments to the telephone output of the DSL splitter. This is as good as it gets for DSL installations, and will usually solve in-house wiring issues. If you're sure it's not wiring related, I'd buy a DSL mode, shouldn't be more than around $40 for a cheap one. If that modem exhibits the same symptoms, and you know it's not the inside wiring, it's pretty much got to the the ISP's network. I'm guessing it's the ISP's network, but I'm not there... __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

02-14-2006, 04:40 PM	#4 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 31,468 OS: XP-Pro, Vista, Linux Blog Entries: 1	If you have an option to move to a different DSL provider, I'd do it in a heartbeat! From your description, the service you are currently getting SUCKS! FWIW, I had a problem here last year with my Comcast account, it would drop off out of the blue, and I tried everything I could think of, finally called Comcast. They came out, spent several hours, making sure all the cable connections from the service connection at the street to the modem were right, even replacing the connectors, "just to be sure". Finally, they brought in a replacement modem, (I own my modem) and that was the problem. They loaned me the modem for a few weeks while I got a warranty replacement for mine. Total cost? $0.00. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

02-20-2006, 08:40 AM	#5 (permalink)
tommygarth Registered User Join Date: Feb 2006 Posts: 2 OS: xp	DSL Modem From what i have read it seeems to me you have a wiring problem. Givenn that your dsl light is droping there is some disconection between you and your providers. They should rectify the problem. Maybe there is a short on the line which is affecting your signal. Given that nothing is wrong with the modem you shouldnt have to pay so much. I would rather switch providers since there service is rather poor.

02-20-2006, 10:52 AM	#6 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 31,468 OS: XP-Pro, Vista, Linux Blog Entries: 1	I'd still consider upgrading your wiring along the lines I've suggested, because sub-standard house wiring is a major issue with lots of DSL accounts. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

02-13-2006, 05:46 PM	#3 (permalink)
jangle57 Registered User Join Date: Feb 2006 Posts: 3 OS: xp	I called AT&T tech support tonight and was told I HAD to get a replacement modem from them for $149 and no refund if it doesn't fix the problem. Yeah, sure, I'll get right on that... The DSL connection has not been holding tonight at all; it connects and then drops, connects and then drops, ad infinitum.... I never heard of the splitter but I'll give it a try. I'm going to try and get a hold of another modem to swap in too. And if neither works, I'm cancelling AT&T and moving to Verizon DSL. I wish cable modem was an option for me, but alas, it's not. Thanks and I'll let you know....