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DSL Connection Issues

By Daikoku ·
I have Earthlink/Covad DSL in Fremont, CA that uses iVasion?s WinPoET for connection. For about 6 months and 50+ trouble tickets later, I am still having two significant connection issues: frequent DSL sync drop (DLS light on modem goes out) and unable to connect to DNS servers (and thus unable to connect to any site) when Earthlink says it is not having network problems. The problems occur on both Win98 and Win2000 machines.

The connection problems occur even when no other devices are plugged into my phone system. The modem, a Speedstream 5360 is sitting on a table several feet away from my computers, with a tin foil lined box on top and a sheet underneath. All wiring was purchased new for this installation. It appears the problem gets worse between 5:00 PM and 8:00 PM.

A DSL literate phone company technician tested my phone line from my wall jack to the CO (4500 feet) and reported it ?pristine.? Covad says their end is OK. Earthlink says there is nothing else they can do. In fact, they have suggested I find another DSL service provider.

If Earthlink cannot fix the problem, I doubt that any other DSL provider can do better.

Does anyone have any suggestions for fixing the problems? Would a static IP address be of any benefit?

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DSL Connection Issues

by Ann777 In reply to DSL Connection Issues

If there no line problems and Earthlink knows of no area problem, then have them send you another modem and arrange for them to have that one back. They can test the modem on their side and see if it's a hardware problem.

Your modem can be flaking out and it does not sounds as if anyone has replaced that hardware!

The modem should be on all the time... if the problem always gets worse between those times, has anyone tested power? Is there any likilhood of power surges or drops at thattime? Is fremont CA a hilly area? Do winds crop up then? Look for external forces as well as internal. Is the office staffed then? Could cleaning people coming in and cleaning during those house be causing these problems?

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DSL Connection Issues

by Ann777 In reply to DSL Connection Issues

during those "hours" -- not house.

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DSL Connection Issues

by Daikoku In reply to DSL Connection Issues

1. I tried to have Earthlink replace modem, but since they think it is not the modem at fault, they won't replace it for free. I can send it back on my own, but they will charge me $199 for the cross-ship.
2. The power issue is one not explored. I know we have surges/drops as the lights often blink. How does this affect the modem? I have the modem transformer plugged into a good surge protector. As the modem uses DC, would small power changes affect the output?

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DSL Connection Issues

by mshavrov In reply to DSL Connection Issues

Just practical advise. Why don't you just buy another DSL modem somewhere like BestBuy or CompUSA. Just for testing. You may return it later (BestBuy gives 15 days, checked.) Or ask, may be you can borrow one from some of your friends for a few days. If you will not have problems with another modem, tell to Earthlink that it's modem problem for sure, since you don't have it with another modem and let them replace it.

But if you will have similar problems with another modem - problem is either in the line or ISP equipment. But this test allows you to exclude your modem from the chain of errors.

Good luck.

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DSL Connection Issues

by Daikoku In reply to DSL Connection Issues

In order that Earthlink not reject the issue due to modem incompatibility, I would only relace the current modem with a similar model. Speadstream 5360 is over $175.

Great troubleshooting idea.

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DSL Connection Issues

by Ann777 In reply to DSL Connection Issues

in your commend you added:
2. The power issue is one not explored. I know we have surges/drops as the lights often blink. How does this affect the modem? I have the modem transformer plugged into a good surge protector. As the modem uses DC, would small power changes affect the output?

Do you have an "online" UPS or a regular ("stand-by") UPS. An online UPS actaully offers more, since the modem would be powered from the "Online" UPS and when there's a drop in power, then the "Online" UPS would keep the modem working without noticeable effect.

A "stand-by" UPS only kicks in when it sees a noticeable power drop and it should kick in immediately -- but if you are getting these fluctuations, then it may not... or it might not kick in fast enough to retain the ip address or routing info. I believe that this might be part of the problem with DSL connectivity.

The modem can lose ip address at that time and have to go through a reinitialization. Sometimes computers will need to do a release renew in order to reestablish outside connectivity as well.

The second answerer has a good suggestion as well. It would not hurt to try another modem and see if any of the dropouts occur. In fact, it may help support your position with Earthlink that the modem is at fault. If indeed, you find another modem to work fine.

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DSL Connection Issues

by Daikoku In reply to DSL Connection Issues

Anna, following your idea that the modem may be the problem, I sent an email describing the problem to the modem company. Efficient Networks offered to replace the modem since it was under warantee. Since receiving the new modem, it appears the problem is solved. Now I get to go back to Earthlink and say it was the modem all along. Why the refused to replace it is beyond me.

Thanks for the insight, Dusty

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DSL Connection Issues

by B_Pope In reply to DSL Connection Issues

I had a similar problem about 2yrs ago, what it turned out to be was a old splice in my outside phone line. The connection would go off & on at random...at least I thought it was random.

Turns out when I payed attention to the weather outside, more to the point when their was a breeze strong enough to move my outside line just a little that's when my connection would go off & on again.

I called my phone company for the fifth time in as many months & was lucky enough that it was windy thatlast time when they tested it. They tested & found static on my line & then the splice that was barely holding together & replaced my line, not a problem since.

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DSL Connection Issues

by B_Pope In reply to DSL Connection Issues

It also would go off & on when it was raining.

So there's still the possibility your outside line is still the culprit.

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DSL Connection Issues

by Daikoku In reply to DSL Connection Issues

All the wiring is underground. Wind, etc. shoudn't be an issue.

Thanks for the answwer.

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