So the broadband in the office keeps going...

Bizzman

We're currently renting an office over a retail premises in the Munster region. We rented the office based on the condition that broadband would be included in our rent. We need internet access for what we do, otherwise we cannot function.

We're here over 2 years and it's safe to say that the broadband is very inconsistent. The router is downstairs in the retail premises and we connect to the wifi upstairs. The broadband account is through Vodafone and is owned by the owner of the retail premises.

The problem is that the broadband goes at the most inconvenient times. Some days it goes 3 - 4 times. Each time we have to reset the router and it then comes back, only for it to go again a short time later. Some days it doesn't come back after resetting the router and we then have to work from home. Other times, the broadband might not go for 2 weeks.

We've called Vodafone. Apparently it's not their problem as the line coming into the building is working perfectly. We've called 3 communications "experts" in. They've each tried different things but the issue hasn't improved. These are people who have businesses that specialise in this kind of thing. One guy charged €80 for a call out. All he did was reset the router. The next day it went again.

Today the broadband has gone twice and I've had to reset it. It's extremely frustrating. No one seems to know what the issue is. We've tried a number of routers but no one seems to know what the issue is. The retail owner wants to change to a satellite broadband provider (= more expensive rent for us). I just don't think he should just change when there is clearly an issue with something. Below is an image of the exact router we're currently using. Can anyone shed any light on what might be the issue? Thank you

galait

A few questions

Is it DSL ?

Is it on the Fax Line ?

Does that Fax Machine have a DSL Filter Attached ?

Does it do down when Fax Machine is in use by any chance ?

ED E

Galait is correct, its something causing interference on the line most likely, unless the modem is toast.

Vodafone are your ISP and really ought to be able to sort this for you. Call them on your mobile and get them to test things properly.

Bizzman

galait wrote: »

A few questions

Is it DSL ?

Is it on the Fax Line ?

Does that Fax Machine have a DSL Filter Attached ?

Does it do down when Fax Machine is in use by any chance ?

Hi there,

Thanks for getting back to me. To answer your questions.

• I'm not sure if it's DSL. How would I know? Will I take a picture of the router and the back of the router and post it here?
• No it's not using a fax line. There is a splitter connected to the phone connection in the wall. Then the phone line is using one port and the router is using another. If that makes sense...
• There is no fax machine.
• Just a phone line. No the phone works along with the broadband. There doesn't seem to be any interference there.

Any more questions/pictures needed let me know.


Thanks

Bizzman

ED E wrote: »

Galait is correct, its something causing interference on the line most likely, unless the modem is toast.

Vodafone are your ISP and really ought to be able to sort this for you. Call them on your mobile and get them to test things properly.

Thanks Ed E. There is definitely an interference but Vodafone are washing their hands of it. I've literally been on the phone 8 - 10 times but each time they test the line and it seems to be working fine, even through when I'm on the phone with them the broadband might actually be down at the time.

They just keep saying that the line coming into the building is working fine and it's an internal issue. Very frustrating, especially when they're getting X amount every month for providing a service that's extremely intermittent.

Patrick2010

Instead of connecting wirelessly, why not get a cable run upstairs so the router can be connected there. Wireless connections are notoriously prone to interference from a variety of devices, cordless phones, microwaves etc.

Bizzman

Patrick2010 wrote: »

Instead of connecting wirelessly, why not get a cable run upstairs so the router can be connected there. Wireless connections are notoriously prone to interference from a variety of devices, cordless phones, microwaves etc.

We have two ethernet wall connections in the office. One of the "experts" who came into the office actually set up a small router in the office (see pics below). However, after setting it up they broadband hardly worked at all. So we removed it again and relied once more on the wifi.

The guy said that the businesses in the locality were all competing for the same bandwidth and this was causing the interference. However, I'm with a different provider at home and there is never any issues with the wi-fi in the house, even through there are several houses in the locality. The broadband might have went once in 3 years.

galait

Posting a picture of a kettle lead is not much help , Get the Model numbers of all equipment and post here , The other pic looks like a TPLink 5 or 8 port €10 Switch

Thoie

Does the shop downstairs have a credit card machine that uses the phone line? Does that have a filter on it?

Could you ask for a reduction in the rent and just get your own broadband in?

dazdrog

people are asking stupid questions like is it DSL, look at the box from the router he posted, it clearly states ADSL so yes its DSL

now to get some details from you, youll need to connect to the router, once connected open a web browser and enter the default router ip addy, i think its http://192.168.2.1 or http://192.168.2.25

if asked for a user name & password the default ones are

Username = admin
Password = admin OR smcadmin what ever one works, if they dont work its been changed and youll have to find it out from who ever set the modem up

now what i need you to find and copy is the,
Line Attenuation, the DSL Noise Margin & the Speed its synced at
should look something like this

Line Attenuation (Down/Up) 24 dB /15 dB
DSL Noise Margin: 12 dB /24 dB
Speed 8128 kbps /512 kbps

galait

dazdrog wrote: »

people are asking stupid questions like is it DSL, look at the box from the router he posted, it clearly states ADSL so yes its DSL

now to get some details from you, youll need to connect to the router, once connected open a web browser and enter the default router ip addy, i think its http://192.168.2.1 or http://192.168.2.25

if asked for a user name & password the default ones are

Username = admin
Password = admin OR smcadmin what ever one works, if they dont work its been changed and youll have to find it out from who ever set the modem up

now what i need you to find and copy is the,
Line Attenuation, the DSL Noise Margin & the Speed its synced at
should look something like this

Line Attenuation (Down/Up) 24 dB /15 dB
DSL Noise Margin: 12 dB /24 dB
Speed 8128 kbps /512 kbps

Stupid Questions you think , The OP also posted a Picture of a Kettle Lead !!! , That box may or may not be relevant , Based on his input so far I would say you have little or no chance getting the line stats -

dazdrog

stupid questions i know, for one, he said that they had a ethernet connected up at one stage but had to disconnect it as it was worse then over wireless.

the picture he posted CLEARLY shows that VERY point beside the lead you picked out, and great job ya did too as those leads run lots of things like computers, laptops, monitors and yes a kettle, so what? it wasnt posted so you could see a cable

now yes its quite clear that hes not as tech savy as you may think you are, but if you opened your eyes youd of seen the model numbers in the pictures, how do you think i got the information i posted actually trying to help him?

Simple really aint it ADSL Router Model number SMC7904WBRA4

theres really no need for you to come across as the dick you are being. the guy wants help thats why hes here, he dont need someone giving him a hard time for asking for some. we where all just the before we learned about it

galait

dazdrog wrote: »

stupid questions i know, for one, he said that they had a ethernet connected up at one stage but had to disconnect it as it was worse then over wireless.

the picture he posted CLEARLY shows that VERY point beside the lead you picked out, and great job ya did too as those leads run lots of things like computers, laptops, monitors and yes a kettle, so what? it wasnt posted so you could see a cable

now yes its quite clear that hes not as tech savy as you may think you are, but if you opened your eyes youd of seen the model numbers in the pictures, how do you think i got the information i posted actually trying to help him?

Simple really aint it ADSL Router Model number SMC7904WBRA4

theres really no need for you to come across as the dick you are being. the guy wants help thats why hes here, he dont need someone giving him a hard time for asking for some. we where all just the before we learned about it

Read the thread again , The only dick here is you

Bizzman

Sorry for the delay in getting back. I got some info here if that's of any use. Broadband gone down again today. If you need any more pictures or info let me know and I'll post it up here as soon as I can. Thanks.

kaizersoze

Stats look fine. Try a different bb modem if you can.

jimmycrackcorm

Are you sure that all phone connection points have filters? the issue you describe is definitely common for the line being used also for phone / fax but without filters on all connections.

Bizzman

kaizersoze wrote: »

Stats look fine. Try a different bb modem if you can.

We will try but this is probably the 4th modem that has been tried, all with the same results. Is there any other detail that would show what might be causing the issue? Thanks

MagicBusDriver1

Probably a lack of filters as others said.

Bizzman

jimmycrackcorm wrote: »

Are you sure that all phone connection points have filters? the issue you describe is definitely common for the line being used also for phone / fax but without filters on all connections.

Hi, I'm not certain. I'm gone from away from the office now. I might take a video tomorrow and post it up. Or else take some more pictures and post them. Thanks again for your response.

Thoie

Don't forget to find out if there's a credit card machine, and if so, where is it plugged in - people always forget those, and the base unit is often hidden somewhere awkward.

Bizzman

Thoie wrote: »

Don't forget to find out if there's a credit card machine, and if so, where is it plugged in - people always forget those, and the base unit is often hidden somewhere awkward.

No, sorry there isn't any credit card machine in the premises so that can be ruled out.

kaizersoze

Bizzman wrote: »

We will try but this is probably the 4th modem that has been tried, all with the same results. Is there any other detail that would show what might be causing the issue? Thanks

Sorry. Should have read all the OP.
In that case it's either a line fault or a local 'in house' issue.
Verify if it's your wireless connection that goes or the bb connection as a whole.

Disconnect everything from all the phone sockets and plug in the modem without a filter. Disconnecting stuff might not be easy/possible in a retail store but maybe try out of hours. The random nature of it makes it harder to pinpoint.

Above all, steer clear of satellite.