Difference between revisions of "ADSL Support Information"

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(What should I do before ADSL line is activated?)
(What are the most common issues with ADSL?)
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==What are the most common issues with ADSL?==
 
==What are the most common issues with ADSL?==
  
There are four common technical issues with the ADSL  service as listed below and you can recognize the type of issue depending on what your MODEM or computer is reporting. Sometimes a field technician is required to attend, sometimes it's due to privately owned equipment or how they have been set up.
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There are four common technical issues with the ADSL  services as listed below and you can recognize the type of issue depending on what your modem or computer is reporting. Sometimes a field technician is required to attend, sometimes it's due to privately owned equipment or how they have been set up.
  
 
* [[#No Sync| No sync]]
 
* [[#No Sync| No sync]]
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* '''Rebuild ports'''   
 
* '''Rebuild ports'''   
 
* '''Profile changes'''  
 
* '''Profile changes'''  
* '''Line test'''  Exetel has the ability to run line test to see signs of voltage or bad line conditions in order for a line test to be perfected, the MODEM needs to be plugged in without any other equipments on the telephone line.
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* '''Line test'''  Exetel has the ability to run line test to see signs of voltage or bad line conditions in order for a line test to be perfected, the modem needs to be plugged in without any other equipments on the telephone line.
  
 
==Modification to the Telephone Line==
 
==Modification to the Telephone Line==

Revision as of 06:07, 8 February 2012

ADSL >


Contents

How do I connect to ADSL ?

If you are using a modem provided by Exetel you should have received it before your line is activated. Whether or not you are sourcing your modem from Exetel you will have received an email with your user name and password and other set up information.

If you require more detailed assistance you should get that from the manual that comes with your modem or a knowledgeable friend. Some guidance is provided on either the Exetel User Help Forum click here, our Wiki contains some modems, located here, or in the advice to be found on the left hand side of this page. It is very straight forward to set up an ADSL modem but if none of these aids is sufficient you will need to pay for a computer professional to assist you complete this task.

Exetel has agents in every capital city of Australia, and many regional areas. If you need help you might consider calling one of these agents who will charge you to install your ADSL connection. Search for an agent.

If the 'Link' or 'ADSL' light is not steady, then it might not be activated yet, or an issue might have developed. In this case (approximately 10% of all ADSL activations) you need to call Exetel and get the support engineers to get the wholesale provider to confirm and fix the problem.

What should I do before ADSL line is activated?

If you have multiple telephone handsets connecting to the line you are going to use for ADSL please ensure that you have bought enough line filters – one for each item on the line that is not the ADSL modem.

  • Please ensure you have clear instructions on how to set up the modem, this particularly applies if you are intending to use a second hand modem.
  • If you are thinking of using a second hand modem get as much information from the person from whom you sourced it as possible including the installation CD and the web site location for the firmware updates and drivers and do a practice install before your ADSL line is activated to ensure that everything actually works the way it is meant to.
  • Additional information on setting up modems can be found on the Exetel Forum, or on the Exetel Wiki, by clicking here.
  • If you think you will need on site assistance to set up your modem or your network there are a number of Exetel agents who are experienced in installing Exetel ADSL services. These organizations charge for their services but if you need assistance please call one of these companies for a quote on what they will charge you to assist you install your ADSL service.

What are the most common issues with ADSL?

There are four common technical issues with the ADSL services as listed below and you can recognize the type of issue depending on what your modem or computer is reporting. Sometimes a field technician is required to attend, sometimes it's due to privately owned equipment or how they have been set up.


The fundamental checks are required to be done by the customers as the telephone needs to be in full working order before the ADSL could be examined. Most of the times, the root cause of ADSL problems are technical problems with your telephone service, which needs to be fixed by the telephone service provider.


Exetel can perform the following with ADSL services:

  • Rebuild ports
  • Profile changes
  • Line test Exetel has the ability to run line test to see signs of voltage or bad line conditions in order for a line test to be perfected, the modem needs to be plugged in without any other equipments on the telephone line.

Modification to the Telephone Line

What will be the result of modifications to the telephone line?

ADSL connections will be lost due to any changes made to the telephone service. The method that Telstra actions on a telephony service is quite complex that generally make an ADSL service inactive. With all ADSL services there is coding on the telephone line that allows for a connection to be operational, if Telstra or your telephone provider makes any changes to a telephone line they would first "turn off" the phone service. Once a phone line is "turned off" the programming that allows for the ADSL connection to operate is wiped out and un-restorable. The only way for Exetel to restore the service is lodge a new application through the supplier and if such a case occurs or happens contact Exetel to inform the Provisioning department, if you wish to reactivate your service.

The owner of the telephone line or the telephone provider responsible for this type of Internet service restoration issues and contact Exetel Provisioning department before making any changes to the telephone line. Listed below are some of the reasons for the Internet service loss:

  • Unpaid telephone bills
  • Change of account holder on the telephone line
  • Telephone line moved to another address despite keeping the number
  • Change of telephone number
  • Change of Telephone carrier


Internet stopped working since I changed ownership of the telephone, why is that?

The coding of the ADSL has been removed by Telstra since there were changes made to the telephone, it is best to contact the Provisioning department to resolve the matter ASAP.


What should I do if both the Internet and the phone are not working?

  • If you are obtaining the service via AAPT- Exetel is unable to action any further until the telephone line is fixed, it is best to contact your telephone provider. If problems persist after the phone line is fixed, please contact Exetel.
  • If you are obtaining the service via Optus or Telstra - It is best to contact Exetel as we are to fix the phone line before having the ADSL examined



Connection Issues

How do I check the lights of the ADSL modem?

If you have any problem with connecting to the Internet, remember to check the lights of the MODEM first. Every MODEM is different from each other, so that refer the MODEM manual to make sure these light difference. e.g.: Netcomm MODEM - Check the front lights of the MODEM.


  • ADSL Light - The ADSL light determines if there is any data flow or traffic coming in and out of your connection to the local exchange (The exchange is where the telephone lines are connected to for calls and ADSL)
  • PPP Light - The PPP light is blinking when the connection communicates with the Exetel servers, the PPP light cannot be solid without the ADSL light is on.


ADSL1T1.gif


The most common connection issues are No Sync and No Auth .


No Sync

Indications

  • Internet does not work
  • ADSL light is off or flashing
  • PPP light is off


ADSL1T3.gif


Solutions

  • Reset the modem back to factory default -> Enter the Username and Password. As well as change the encapsulation.
  • Re-enter your Username and Password (Refer ADSL Modem Setup Guides for more information)
  • Check the ADSL light again by directly connecting the modem to the wall socket.
  • If the ADSL light is still solid, borrow another modem from a friend or a relative and test again.
  • If that fails request Exetel to perform a port reset on your connection. After the port reset, turn off and on the modem and test again.
  • If that fails request Exetel to lower the profile of your connection, the interference of the telephony equipment could be causing no sync.
  • If that also fails the next step is to contact Exetel and log a case.
  • This involves the wholesale supplier investigating the service from the exchange up to the network boundary point of your property
  • To resolve your problem quicker make sure to provide us all the required information and fill the templates properly.

Note: Generally once a case is logged, supplier may send a technician to check the service up to the Network Boundary Point to determine if there is any issue with the infrastructure. If there is no issue with the infrastructure you will be charged $130 (for Telstra) or $220(for AAPT) or no fee (for Optus) as the service cost.


No Auth

Indications

  • Internet does not work
  • ADSL light is solid
  • PPP light is off


ADSL1T2.gif


Solution

  • Change the encapsulation within the MODEM configuration to be PPPOE, LLC. If that encapsulation does not work try PPPOA, VC MUX.
  • Change VPI and VCI settings to 8 and 35.
  • Reset the modem back to factory default -> Enter the Username and Password. Also change the encapsulation.
  • If that fails then borrow another modem from a friend or relative and test again.
  • If that fails request Exetel to perform a port rebuild on your connection, after a port rebuild has been done turn off and on you modem and test again.
  • If that also fails then you need to contact Exetel and log a case.
  • This involves the wholesale supplier investigating the service from the exchange up to the network boundary point of your property
  • To resolve your problem quicker make sure to provide us all the required information and fill the templates properly.

Note: Generally once a case is logged, supplier may send a technician to check the service up to the Network Boundary Point to determine if there is any issue with the infrastructure. If there is no issue with the infrastructure you will be charged $130 (for Telstra) or $220 (for AAPT) or no fee (for Optus) as the service cost.


No Auth for the Churn Services

Make sure that the ADSL service has transferred to Exetel from your previous ISP by contacting the Provisioning department.

Although the connection has transferred over it is still unable to get online, the status of the MODEM is showing that the connection is in sync and the ADSL light is on.

MODEM has been reset, reconfigured and still cannot connect or authenticate.

The Username and Password has been tested at different locations and proved successful.


Solution

If the case has been logged with Exetel inform the support personnel that the Username and Password have been tested at a different location. If this problem still exists because of a coding/programming error with our supplier, Exetel will be taking necessary actions to reprogram the coding on line to function the ADSL connection.

Dropout

Indications

Drop out is when internet connection disconnects and reconnects periodically.

ADSL Light - The ADSL light determines if there is any data flow or traffic coming in and out of your connection to the local exchange (The exchange is where the telephone lines are connected to for calls and ADSL)

PPP Light - The PPP light is blinking when the connection communicates with the Exetel servers, the PPP light cannot be solid without the ADSL light is on.


ADSL1T4.gif


Notice the ADSL light, this type of problem occurs when the ADSL light turns on and off.


ADSL1T5.gif


Solution for Dropouts

  • Connect the modem directly to the wall socket and see if there is any improvement with the connection.
  • If that fails test the connection with a borrowed modem.
  • Try by making the extension shorter that leads up the modem and you can use 2m cable.
  • If that fails request Exetel to try lowering the profile of your connection to be more stable, you will then need to monitor the connection for 24 hours.
  • If that also fails the next step is to contact Exetel to log a case.
  • This involves the wholesale supplier investigating the service from the exchange up to the network boundary point of your property
  • To resolve your problem quicker make sure to provide us all the required information and fill the templates properly.


Note: Generally once a case is logged, supplier may send a technician to check the service up to the Network Boundary Point to determine if there is any issue with the infrastructure. If there is no issue with the infrastructure you will be charged $130 (for Telstra) or $220 (for AAPT) or no fee (for Optus) as the service cost.



My phone line has crackling on it, this causes the Internet to disconnect and reconnect

It is better to contact your telephone provider, once the telephone has been fixed Exetel could check into the ADSL problem. This could also resolve your ADSL problem as a full working line is required for the ADSL.

I was previously on a 512/128 connection and recently upgraded to a 8000/386 connection. The Internet has been dropping out since the changes

With 8000/386 connections it becomes more sensitive due to the higher speed and frequency, if such a problem occurs request that Exetel install a stability profile in order to resolve this problem. There shouldn't be any major difference with the upgrade.


What is packet loss?

Packet loss is when one or more data packets fail to reach the destination.Packet loss may occur due to a drop out issue.

Local Area Connectivity Issues

The Internet stopped working and my network connection is showing "Limited or No connectivity"

It is best to check LAN cable between the computer and the modem and also you may try a modem reset.


My modem is reporting that the connection is online, the Internet light can be seen on the MODEM but I am not connected

The MODEM is currently connected to Exetel's servers without any issue, the problem seems to be that the problem exists with the computer connected to the MODEM. It would be best to turn off Anti-virus and firewall applications on your PC and retest everything.



My Internet disconnects a lot, I am connecting the computer to the modem through wireless?

It is recommended that you connect the MODEM directly through an Ethernet cable.

Slow Speed

What are the factors avoiding the maximum ADSL speed?

  • Obviously your distance from the exchange where your ADSL service is connected, the condition of your phone line, the condition of the wiring in your house, electrical interference from other sources and sometimes the age and model of your ADSL modem can all reduce your speed bellow the theoretical maximum.
  • Because ADSL can give you a very large bandwidth connection to the Internet, the actual speed of the site you are accessing and the amount of available bandwidth on the Internet itself also becomes a much larger factor. For example, a company web site might be connected via a 100Mbps connection to the internet, and the web server might have a sustained I/O rate of 30Mbps. With ADSL2, if you and several other people are trying to download from that site at the same time, the server could be trying to service 60-80Mbps. Servers that could once handle 50 or more simultaneous downloads with ADSL are now taxed to handle 2-3 connections. The result is that even if you have a 20Mbps circuit, you will find that you can only download at about the same rate as ADSL for many sites.


Why do I get slow speeds during different times of the day?

At different times of the day or night the network could become busier as more users are downloading and this makes the Internet connection slower. Test again and again until you see an improvement. We cannot guarantee that the Internet works in the full speed every time as this is a residential grade service.

Solution for Slow Speed

  • Connect only the modem directly to the wall socket and see if there is any improvement with the speed.
  • Power-cycle your modem (leave your modem switched off for about 15 minutes) and then recheck the speed
  • If it is a wireless connection, please try connecting the modem and the computer using the Ethernet cable.
  • If you have a non-recommended filter, change to a recommenced one. Filters that worked fine for ADSL1 may not work so well with ADSL2
  • Try connecting the modem with an alternate telephone cable to the first wall socket in your house.
  • If that fails then try making a hard setting with a borrowed MODEM.
  • Try by making the extension shorter that leads up the MODEM and you can use 2m cable.
  • If that also fails the next step is to contact Exetel to log a case.
  • This involves the wholesale supplier investigating the service from the exchange up to the network boundary point of your property
  • In order for Exetel to resolve your problem quicker please provide us with the information that we need and have the templates filled out.

Note: Generally once a case is logged, supplier may send a technician to check the service up to the Network Boundary Point to determine if there is any issue with the infrastructure. If there is no issue with the infrastructure you will be charged $130 (for Telstra) or $220 (for AAPT) or no fee (for Optus) as the service cost.

How to check if my Internet is slow?

Depending on the connection speed, testing methods will differ.

For ADSL1 please refer Test 1 and Test 2 for more information on speed tests.

For ADSL2 please refer Test 1,Test 2 for more information on speed tests.

I was previously on the 8000kbps plan with Exetel and I have upgraded to ADSL2. Why is the speed slower?

ADSL2 connections are generally more sensitive than ADSL 1, they also run on different frequency. The ADSL 1 connection runs off a different provider so the way that your service is connected to the exchange could be different. This could be the reason why the speed is slower.

When I am downloading a file it shows as 200KB/s that is a lot slower then 1500kbps

The measurement of KB/s and kbps are totally different.

Slow P2P Speed

Are P2P speeds guaranteed with ADSL2?

There is no guarantee that P2P applications or any other third party applications would be getting full speeds as Exetel holds no control over them. If a P2P application is slow it does not necessarily mean that the internet is slow as P2P relies on many different factors (numbers of people sharing the content, the upstream speed of those sharing the content, the links between those sharing the content and Exetel). These and other factors are out of Exetel's control.


The connection runs slow whenever a P2P application is turned on, why is that?

P2P applications will use your upload and download at the same time and will 'saturate' your connection. The 'A' in ADSL stands for 'Asymmetric'. It means that ADSL can only efficiently transfer data in one direction at a time.

Furthermore, ADSL's asymmetric nature means that the user has to choose between uploading or downloading - ADSL does not do both well at the same time.

For example, a user with 1500/256kbps ADSL1 may be able to download at 1200kbps from a particular site. But if he/she tries to upload, even at 30kbps at the same time, he/she would find the download speed drop to 800kbps or lower

Supplier Tech Visit

What does a service technician supposed to do?

Service technician's are intended to either prove that a service is in full working order or they're out to fix up problems up to the network boundary point.

Service technicians are not intended or hired for the purpose of fixing up privately owned equipment.

What is the process of having a Tech visit?

A Fee For Service is imposed to investigate a possible issue with the DSL infrastructure as claimed by the end user. Once the end user agrees to the terms and conditions of the Fee For Service the reported service issue will be logged to the relevant wholesale service supplier and a wholesaler technician to investigate a possible issue at the exchange/field will be organized.

If the wholesaler technician that investigates this reported service issue find an issue with the infrastructure the Fee for Service will not be applicable and the Wholesaler technician if skilled to rectify the issue will do so if not it will be handed over to a more skilled Wholesaler technician

If the wholesaler technician that investigates this reported service issue returns with a negative results saying that the service up-to the Network Boundary Point (NBP) / Main Distribution Frame (MDF if the service is activated at an apartment building) is running fine using licensed test equipment the Fee For Service of $130 for ADSL1 and $220 for ADSL2 will be charged to the End user. (The wholesaler technician should be able prove to the end user that the service is working)

Once this has been confirm the reported service issue will be ruled to be in full working order. The end user from this point onwards should use their own resources to identify and resolve the issue with the check of their privately maintained equipment.

The wholesaler technician will visit at the time and date agreed between Exetel and the End user. If the end user is not in attendance at site on the agreed date and time the Fee For Service will be applicable.

Why Exetel asks to retest my equipment when I know there are no problems?

The reason why Exetel request that all equipment is checked before having a technician is because there could either a piece of hardware that is causing the problem or there could be a cost if the service is proved to be in full working order.

Other

What is a port rebuild/ reset?

The port rebuild/reset option will be commonly used to reset the port from the exchange. This function rebuilds the port to its correct configuration as per the data contained in the original records. This can be done remotely by the support engineers.


What is a stability profile?

The stability profile lowers the frequency of a connection so that it is stable and not so sensitive . The connection's speed may be slower than the default profile however this resolves a lot of drop out problems.


Depending on the profile, following profiles can be installed.

Optus profiles

  • 1500kbps/256kbps
  • 4000kbps/384kbps
  • 8000kbps/384kbps
  • 12000kbps/820kbps
  • 16000kbps/820kbps
  • 24000kbps/820kbps


Powertel profiles

  • Default
  • Noisy Line
  • Low Noisy Line
  • Extremely Noisy Line


Telstra

With Telstra services, support engineers are not able to change profiles to lower the frequency of a connection. However, we can request the supplier to install a stability profile for your connection..

There was a huge thunderstorm last night, my Internet has stopped working but MODEM display as working

It would be best to first determine what lights on the MODEM. It could also be that the MODEM has malfunctioned, so borrow a MODEM and see if that makes a difference.


What can interfere with my ADSL service?

Where there is any 'interference' of any nature that disrupts the higher frequencies used for ADSL, your ADSL service will not work properly or at all.

This would normally be signified by your ADSL light, or LINK light (depending on your ADSL modem make and model number) flashing intermittently.


Interference1.jpg


Interference can come from a number of places, ranging from;

Unfiltered devices plugged in

- other phones, faxes, digital foxtel, back to base alarm system, any other device plugged into a phone socket on the same telephone number of the ADSL service.


Isotest2.jpg Interference3.jpg Isotest3.jpg


Exposed wiring within the premises

- any form of exposed wiring, due to general line and premises conditioning, commonly called 'wear and tear'


Interference5.jpg


Water in the pit at the exchange or network boundary point

- Usually happens after a weather event, where water collects and/or drains into or near exchange equipment


Interference6.jpg


Other telephone exchange equipment

- commonly called by Telstra Wholesale as 'foreign device or battery'