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Local Unit BT Internet Dropping Out

Posted: Tue Jun 18, 2013 4:08 pm
by sphester
I have had some issues at my local unit with intermittent internet supply from our ISP BT.

2 out of the past 3 Sundays I have found the internet not working and when checking the comms cab the BT modem/router has a red light on for internet. On the first occasion i just rebooted the BT ISP modem/router and it was back on.

However this last Sunday it was not that simple as reboot did not fix it well not completely. It came back on but the link was losing packets. a ping to google.com and ldschurch.org (the DNS server I think) were dropping pings. Web pages would not load just tied out.

I tried a direct connection into the BT Modem/Router to rule out the Cisco 881 but it was the same story packet dropping and no web pages loading. What was strange was when I logged into the BT modem it was showing a linked connection of about 4meg but I was getting no were near that throughput with the packet loss.

I made a phone call to BT who did the usual tests and said everything was fine. In the end i had to rush off home and decided I'd come back Tuesday to look again. Well tonight as you can guess it was all working fine.

Anyone else in the UK had a similar problem?

I can see it happening again seems to be some intermittent fault. Whats the process of getting these reported to the ISP for a fix? Doe sit have to go through the FM?

Thanks in advance for any help

Simon

Re: Local Unit BT Internet Dropping Out

Posted: Tue Jun 18, 2013 4:37 pm
by mfmohlma
You should work with your Stake Technology Specialist. I sympathize with getting ISP problems fixed, especially intermittent ones. It's no fun when you have a "day job". My STS was more than happy to let me be "on the phone" with the ISP. :)

On the technical side, can you find another modem to try (from someone's home or from another church building) to rule out hardware failure?

Re: Local Unit BT Internet Dropping Out

Posted: Tue Jun 18, 2013 11:23 pm
by sphester
I am the stake tech so no one else to work with really

Unfortunately I can't get a modem that's the same all my units are at least 45 minute drive away but I have some other makes I could try from home which would at least rule out the modem.

Re: Local Unit BT Internet Dropping Out

Posted: Wed Jun 19, 2013 2:14 am
by russellhltn
Is this a DSL or Cable modem? I'm guessing it's some type of DSL (phone line). So it's either going to be the modem or line noise. Note that if someone plugged in a phone without the proper filter, it could affect the connection. Is there a phone that's put out on Sunday for people to use and then put away? Or it might only be affected when that phone is in use.

Re: Local Unit BT Internet Dropping Out

Posted: Wed Jun 19, 2013 2:52 am
by Biggles
I had similar problems, in the past, with BT. Calling BT at the time and getting similar responses that nothing was wrong!

However I've discovered that unknown to the BT service desk, local work can be going on at the exchange that they weren't aware of! On one occassion we lost the Internet for nearly four days. An engineer was called and he discoverd that someone at the exchange had turned off the Internet signal! He was unable to find out how or why this happened. Our Internet connection is FTTC (fibre to the cabinet), by the way.

This type of incident has happened, on several occassions. Fortunately not in recent times though. So be aware that local exchange related work can affect the Internet. My own theory is that because the connection is a business line, BT assume that they can carry out work on a Sunday!

Re: Local Unit BT Internet Dropping Out

Posted: Wed Jun 19, 2013 4:09 pm
by sphester
Wish we had Fibre to the Cab! We can get it but they put in a bog standard ADSL connection.

I'll check the 2 phones we have are still plugged into the micro filters I'm sure they are might swap the older filer as I have spare.

And of course this could be working that being done on weekends. Will wait and see what Sunday brings.

Re: Local Unit BT Internet Dropping Out

Posted: Sun Jun 23, 2013 10:40 am
by sphester
The internet was off again today :( but the good news is I finally got it fixed.

Another call to the ISP BT ( gat the same help desk advisor as last week which was good) and they noticed that the logon details for our ADSL was wrong. They were able to tell me the right details although at first I was not able to answer the security question.

How the details got change I have no idea I can only assume they were wrong from the start. What is also odd is when I went down to the building on Tuesday it was working I guess it was causing some intermittent fault.

Glad it is now fixed.

Re: Local Unit BT Internet Dropping Out

Posted: Sun Jun 23, 2013 10:59 am
by techgy
sphester wrote:Another call to the ISP BT ( gat the same help desk advisor as last week which was good) and they noticed that the logon details for our ADSL was wrong.
I've found that an ISP can make changes in the servers, thus effecting your settings. Usually they will send out an Email and notify all users prior to the change. I would suggest that, since you apparently didn't know they were wrong, that you make sure that your ISP has a good Email address for you and that it's not blocking Email from your ISP. This will insure that you're kept current of changes.

Re: Local Unit BT Internet Dropping Out

Posted: Sun Jun 23, 2013 11:34 am
by Biggles
If only BT could be that efficient ;)

Re: Local Unit BT Internet Dropping Out

Posted: Sun Jun 23, 2013 1:55 pm
by russellhltn
Odds are any message would be sent to the same place as they send the bill.