Connection Dropping

Brian CivilEng

I'm having an interesting problem. Just moved in to a new flat, less than a km from my old flat but on a different exchange. I've used Eircom without problems for years, however I'm noticing now that about every 10-20minutes my connection to the internet drops (Internet light goes red on the netopia router). The DSL light on the router stays solid the whole time.

It only drops for about 10 seconds, but it screws up Skype calls and online video, as they don't connect immediately when the connection returns.

I've tried my old Netopia router and the new Zyxel router both have the exact same problem. I've tried using Eircom's supplied DNS and OpenDNS. My only theory is that it could be something specific to the phoneline in my new flat. Any suggestions?

eircom: Ant

abitofacomedian wrote: »

I'm having an interesting problem. Just moved in to a new flat, less than a km from my old flat but on a different exchange. I've used Eircom without problems for years, however I'm noticing now that about every 10-20minutes my connection to the internet drops (Internet light goes red on the netopia router). The DSL light on the router stays solid the whole time.

It only drops for about 10 seconds, but it screws up Skype calls and online video, as they don't connect immediately when the connection returns.

I've tried my old Netopia router and the new Zyxel router both have the exact same problem. I've tried using Eircom's supplied DNS and OpenDNS. My only theory is that it could be something specific to the phoneline in my new flat. Any suggestions?

Hi abitofacomedian,

Thanks for posting on the eircom Forum on Boards.

The red Internet light on the router generally indicates there is an authentication issue. The eircom server maybe having a problem negotiating with the user's login or phoneline (number).

If sounds like this is an intermittent fault and I would advise that you check if anything may be interferring with your internal wiring /phoneline. For e.g: a sky box(s) may interfere with the phoneline signal frequency. Likewise, a monitored alarm may communicate with the base station, or may be transmitting or updating its firmware, etc.

Try the following quick checks to ensure their is nothing going on with your internal wiring network which might be causing interference:

Test the modem directly on your master phone socket (mdp).
Disconnect everything from the phone line: phones, fax machine, Sky Digital TV, or any other equipment connected to the phone line which may interfere with the broadband connection. For e.g: a long private extension cable. Also, when testing your connection: ENSURE that you temporarily remove the adsl splitter and connect the modem directly to the main phone socket.

*All secondary phone extensions should be correctly FILTERED. If you have any problems with your Secondary Phone Socket(s) you will need to contact a 3rd party/ or vendor who installed this extension socket (usually an electrician).

If the modem is still the same after checking the above, PM me your home phone or broadband number, so I can check if there's any reported authenticaion problems in your area.

I wouldn't advise a hard reset of the modem at this stage. Though if you have changed some default settings, it may be something that we may need to do later.

If you need more technical advice, please call the support department below:

Broadband Technical Support : 1890 260260 (lowcall); Hours : 08:00 - 22:00 (7 days).


Kind regards,
Ant

cabhairliom

hi there

i have had very little broadband since last thursday and have repeatedly notified on a daily basis the situation to eircom....when i manage to actually get to talk to a human being in their technical support team

the customer support team are so rude and unhelpful that i do wonder if eircom actually want the business or not at this stage

it has taken me since before 3pm today until about 20 past 4 today to actually get through to the person i wished to speak to despite being hung up on by the switchboard staff (there is one there with a donegal accent needs be taken out and advised of manners for starters!!) and then having calls sent to the place where you DONT want them sent to...

i got speaking to someone in the complaints department whose english was pidgin to say the least but i conversed in french with her and explained the situation to her at the end of which she said to me that there was nothing could/would be done anyway....

when i eventually got speaking to who i wished to and explained the situation i was asked if i had been rude but i told him i record my calls and can prove i wasnt but that the staff in there need to be brought up to standard on what manners are all about....(snowballs being thrown in hell by time that happens methinks)

1 member of staff out of 17 managed to do his job correctly so well done Tomas, but pity there not more like you in there...

now i must wait and see what baloney will come from eircom to explain all of this fuddling since their failure to work on repairing/restoring my broadband since last thursday....

eircom: Mark

cabhairliom wrote: »

hi there

i have had very little broadband since last thursday and have repeatedly notified on a daily basis the situation to eircom....when i manage to actually get to talk to a human being in their technical support team

the customer support team are so rude and unhelpful that i do wonder if eircom actually want the business or not at this stage

it has taken me since before 3pm today until about 20 past 4 today to actually get through to the person i wished to speak to despite being hung up on by the switchboard staff (there is one there with a donegal accent needs be taken out and advised of manners for starters!!) and then having calls sent to the place where you DONT want them sent to...

i got speaking to someone in the complaints department whose english was pidgin to say the least but i conversed in french with her and explained the situation to her at the end of which she said to me that there was nothing could/would be done anyway....

when i eventually got speaking to who i wished to and explained the situation i was asked if i had been rude but i told him i record my calls and can prove i wasnt but that the staff in there need to be brought up to standard on what manners are all about....(snowballs being thrown in hell by time that happens methinks)

1 member of staff out of 17 managed to do his job correctly so well done Tomas, but pity there not more like you in there...

now i must wait and see what baloney will come from eircom to explain all of this fuddling since their failure to work on repairing/restoring my broadband since last thursday....

Hi cabhairliom,

Can you send on your telephone number or eircom account number and I can track the case and keep you updated from here as well as you like.

Thanks, Mark