DSL problem

[QueBert]

A friend has AT&T DSL and has problems keeping a connection, if I ping any domain 100 times 13% of so are lost every time. The connection will stay up for no longer than 10 seconds before a few packets drop.

We tried new cables, he bought a new modem, same issue. I ended up taking my PC over there and got the same problem. I know my system works. I dealt with the sh!tty tech support many calls trying to get this fixed. Finally they sent out a tech who basically told him "it's your ethernet card" and charged him 65 bucks. For shits & giggled I bought a ethernet card and took it over. Same issue with about 13% of the packets always dropping.

2 different techs had came out, one didn't test much of anything, and the other said his phone lines and wiring were perfect and it was his pc.

any ideas what I can tell AT&T to get them to fix it, it's obviously either on their end or the houses wiring.

thanks

 

[amdskip]

Run a new line straight to the box on the outside of the house and see if it makes a difference.

 

[dmcowen674]

Have you tried a different computer?

 

[subflava]

>Run a new line straight to the box on the outside of the house and see if it makes a difference.

The big telco's are notoriously difficult when it comes to problems like this. Your friend is just going to have to be persistent. If you can, do what amdskip said and try to see if you can test the DSL modem at the demarc. Most newer houses have a demarc box that has a jack built into it. Take the DSL modem out there and plug it in along with your laptop/PC. Again, this might not be possible for him, but if you can run this test and show that you still get packet loss, then AT&T will have to do something.

It's also possible that this is not a physical/layer 1 problem and that they really did do line tests and didn't see a problem. Pinging your gateway should tell you if this is the case or not. Run a traceroute, then try pinging the first couple of addresses you see. See if the losses still occur there.

 

[birddseedd]

just be persistant. when you call them, ask for the manager, not the first guy you get, tell that manager that you have fixed all problems the tech's said to fix, and still have the problem. you want your issue sent to the next level of techs. most companies have different level techs. level 1 for simple issues, higher levels for worse ones. you have to work your way up.

make sure you tell them when they finly figure it out that their network is the problem that you want a credit for paying one of their techs when the problem was NOT with your equipment it was their network. you should NOT have to pay their tech wages to fix THEIR network. anything outside of your home, is not your responcibilitity.

tell them if the problem is not fixed you will simply switch to an isp that is whilling to give you better service.