Unstable Internet

[Keamon]

Yesterday, we finally upgraded to VDSL internet from ADSL, and it's made a world of difference. However, today the internet keeps shutting itself off, one moment it's working, then the next moment it light on the moden turns red and the internet stops working. I have tried restarting the modem, changing modem and changing the network cable. There are no outages in my area. Any suggestions?

[stevenkedari]

Damn. It seems you have done all that you could from your end. What does the ISP say?

[manikyath]

if i'd have to make a guess, you have just a bit too much noise on your cable for the new speed, and the modem keeps losing signal.

 

the VDSL provider in my area will just send out a tech that manually tunes the modem to deal with the noise.

 

is it your own modem, or the ISP's modem?

[Keamon]

22 minutes ago, stevenkedari said:

Damn. It seems you have done all that you could from your end. What does the ISP say?

What do you mean? I don't understand

 

[Keamon]

10 minutes ago, manikyath said:

if i'd have to make a guess, you have just a bit too much noise on your cable for the new speed, and the modem keeps losing signal.

 

the VDSL provider in my area will just send out a tech that manually tunes the modem to deal with the noise.

 

is it your own modem, or the ISP's modem?

Elaborate please? I haven't quite grasped the deal with Modems and Networking yet

[stevenkedari]

4 hours ago, Keamon said:

What do you mean?

 

Have you spoken with your Internet Service Provider regarding this issue? Did you get an entirely new modem as part of the upgrade to VDSL?

 

[Donut417]

17 hours ago, Keamon said:

What do you mean? I don't understand

Did you call the people you pay each month for your internet? They might need to come out and check your lines to see if they are in good shape. Hopefully ISP's in your country do a better job of maintaining the phone lines than they do in the US. 

 

17 hours ago, Keamon said:

I haven't quite grasped the deal with Modems and Networking yet

Did the ISP give you the modem? Or did you go to the store and buy one? 

[Keamon]

20 hours ago, stevenkedari said:

Have you spoken with your Internet Service Provider regarding this issue? Did you get an entirely new modem as part of the upgrade to VDSL?

 

nah we kept the modem we currently had. We haven't talked to our Service Provider, but my dad tried unplugging our landlines and the one in the kitchen seems to have fixed our issue. Not sure why

[Keamon]

8 hours ago, Donut417 said:

Did you call the people you pay each month for your internet? They might need to come out and check your lines to see if they are in good shape. Hopefully ISP's in your country do a better job of maintaining the phone lines than they do in the US. 

 

Did the ISP give you the modem? Or did you go to the store and buy one? 

We have not made contact with our provider since upgrading. We may have established the problem, unplugging our landline in the kitchen seems to have fixed the problem. Not sure why but it did. 

 

We bought the modem from our service provider

Modem product link https://www.spark.co.nz/shop/internet/spark-smart-modem/

[mtz_federico]

7 hours ago, Keamon said:

unplugging our landline in the kitchen seems to have fixed the problem. Not sure why but it did. 

The phone is creating noice. You want to make sure the modem is connected to a filter. It looks like a splitter to connect the modem and phone on the same port.

[Falcon1986]

8 hours ago, Keamon said:

We have not made contact with our provider since upgrading. We may have established the problem, unplugging our landline in the kitchen seems to have fixed the problem. Not sure why but it did. 

 

We bought the modem from our service provider

Modem product link https://www.spark.co.nz/shop/internet/spark-smart-modem/

So when you upgraded, the ISP never sent a technician to the house to ensure line filters were in place and signal quality was good?

 

For situations like this, you need to inform your ISP because it’s their responsibility to ensure you’re getting what you’re paying for.

[Keamon]

6 hours ago, mtz_federico said:

The phone is creating noice. You want to make sure the modem is connected to a filter. It looks like a splitter to connect the modem and phone on the same port.

it is. So far I've also tried: swapping filters, changing network cable, changing PSU, changing modem and moving the modem to a different port, none have worked

[Keamon]

5 hours ago, Falcon1986 said:

So when you upgraded, the ISP never sent a technician to the house to ensure line filters were in place and signal quality was good?

 

For situations like this, you need to inform your ISP because it’s their responsibility to ensure you’re getting what you’re paying for.

no, no one did come round. I'll talk to the service provider later. That is, if the internet stays on long enough to do their 'live chat' thing

[Keamon]

6 hours ago, mtz_federico said:

The phone is creating noice. You want to make sure the modem is connected to a filter. It looks like a splitter to connect the modem and phone on the same port.

we have four landlines (3 in house, one in the mancave) I've just unplugged all and it appears to be working

[Donut417]

2 minutes ago, Keamon said:

we have four landlines (3 in house, one in the mancave) I've just unplugged all and it appears to be working

You need to talk to your ISP then. Because If I recall correctly DSL requires some kinda of filters on the phone lines so that this type of shit doesnt happen. I just cant remember if the filters go on the actual phone jacks used by the phones or on the one used by the modem. I know somewhere down the line filters are needed to prevent  interference. Your ISP would be the best ones to ask about that. 

[Keamon]

5 hours ago, Donut417 said:

You need to talk to your ISP then. Because If I recall correctly DSL requires some kinda of filters on the phone lines so that this type of shit doesnt happen. I just cant remember if the filters go on the actual phone jacks used by the phones or on the one used by the modem. I know somewhere down the line filters are needed to prevent  interference. Your ISP would be the best ones to ask about that. 

We just booked a call with our provider, and we'll be able to talk to them in about 20 mins from writing. Currently, I've done swapped filters, changing network cable, changing PSU, changing modem and moving the modem to a different port and unplugging all landlines. none have worked

[Keamon]

On 6/4/2021 at 5:06 AM, Falcon1986 said:

So when you upgraded, the ISP never sent a technician to the house to ensure line filters were in place and signal quality was good?

 

For situations like this, you need to inform your ISP because it’s their responsibility to ensure you’re getting what you’re paying for.

Thanks for the pointer for getting a technician. We got one around a week ago and our internet has not gone down since. My mum checked online and yes our provider should have sent a technician.

[Alex Atkin UK]

On 6/3/2021 at 11:48 PM, Donut417 said:

You need to talk to your ISP then. Because If I recall correctly DSL requires some kinda of filters on the phone lines so that this type of shit doesnt happen. I just cant remember if the filters go on the actual phone jacks used by the phones or on the one used by the modem. I know somewhere down the line filters are needed to prevent  interference. Your ISP would be the best ones to ask about that. 

You have to put them on every phone unless you have a central filter and run the extensions off that.  Not sure if that's unique to the UK though.

[Keamon]

On 6/14/2021 at 8:53 PM, Alex Atkin UK said:

You have to put them on every phone unless you have a central filter and run the extensions off that.  Not sure if that's unique to the UK though.

we've already fixed the problem but thanks for the input anyway