Hello,
I have been having trouble with intermittent drops in DSL signal for the past couple weeks, and I am now looking into the possibility of my modem being the culprit. I'd like to have some confidence in it being at fault before replacing it.
The issue presents itself like this : I would be browsing the web, watching a video or playing an online game for an extended period of time with no issue when I see that devices on the networks have lost their internet connection. A glance at the modem confirms that the DSL signal is indeed lost. For the couple hours, the DSL signal would turn on and off every several minutes, with the modem each time trying to reconnect to the internet, as indicated by the return of a solid DSL led turning on, and a blinking Internet LED. This would go on for some time until the issue magically resolving itself. I must also add that all the customary turning off and on of all devices and checking all wire connections (power, DSL cable, etc.) and the removal of potential faulty chain links like power bars has been done. I also checked if any unknown devices were connected to my network with Fing.
Now be wary that I am no expert, but here's a rundown of what has been done already:
First call to EBOX : Technical support representative suspects new connections in the neighbourhood might have something to do with the intermittence, re-configures some stuff on her end (didn't tell me what). This seemed to fix the problem temporarily, but the same issues soon returned (I think on the same night).
Couple days later, second call the EBOX : Technical support representative does a complete firmware update on the modem, and lowers upload speed from advertised 10mbps to some other speed I did not write down. Again, this seemed to resolve the issue, for a couple days this time. The representative even offered to call me back an hour or so after the end of the call to see if anything was wrong, and all seemed to be fine at that moment
Third call to EBOX : Technical support representative tries lowering my upload speeds even more to see if it changes anything, and tells me that they will escalate my issue if it doesn't. It didn't. At this point I am becoming increasingly disheartened.
Fourth call to EBOX : Representative opens a request for a Bell technician to come to my apartment to check the integrity of the DSL line.
The Bell technician comes the next day and finds no issues with the DSL line itself, but confirms upload speeds having something to do with the issue by playing with it and seeing the DSL signal dropping when it is too high and it being stable when lowered to the current 3mbps. He was confident that this should solve the issue except in the case of the modem itself being faulty. This was two weeks ago, and the issue seemed to have been at least partially resolved, as the frequency of the DSL signal dropping has been lowered, but my service still isn't as stable as it was before the beginning of this whole thing.
I've had trouble with it last night and today as well. The issue seems to be happening in a similar fashion as before.
Throughout my interactions with different representatives and technicians I have tried to have some answer about the modem's log, to no avail. As I mentioned I am no expert so most of it means nothing to me so I am turning the you guys. The log is always quite similar, here's the log for today's outages:
Oct 17 13:10:52 daemon crit syslog: Clear IP addresses. PPP connection DOWN.
Oct 17 13:10:52 daemon crit syslog: Clear IP addresses. Connection DOWN.
Oct 17 13:10:52 daemon err syslog: [PPPoE] Couldn't increase MRU to 1500
Oct 17 13:11:57 kern crit kernel: Line 0: xDSL G.994 training
Oct 17 13:12:04 kern crit kernel: Line 0: VDSL G.993 started
Oct 17 13:12:09 kern crit kernel: Line 0: xDSL link down
Oct 17 13:14:35 kern crit kernel: Line 0: xDSL G.994 training
Oct 17 13:14:39 kern crit kernel: Line 0: VDSL G.993 started
Oct 17 13:14:57 kern crit kernel: Line 0: VDSL G.993 channel analysis
Oct 17 13:14:58 kern crit kernel: Line 0: VDSL2 link up, Bearer 0, us=3007, ds=26940
Oct 17 13:15:02 daemon crit syslog: PPP server detected.
Oct 17 13:15:02 daemon crit syslog: PPP session 3208 established.
Oct 17 13:15:05 daemon crit syslog: PPP LCP UP.
Oct 17 13:15:05 daemon err syslog: [PPPoE] Couldn't increase MRU to 1500
Oct 17 13:15:05 daemon crit syslog: PPP LCP UP.
Oct 17 13:15:06 daemon crit syslog: Received valid IP address from server. Connection UP.
Oct 17 13:15:10 daemon err syslog: CAH:Could not find instHead for InternetGatewayDevice.WANDevice.{i}.WANDSLInterfaceConfig. {2,3,1}
Oct 17 13:15:10 daemon err syslog: CAH:cmsObj_get for MDMOID_WAN_DSL_INTF_CFG error. cmsRet=9005
Oct 17 13:16:20 kern crit kernel: Line 0: xDSL link down
Oct 17 13:16:20 daemon crit syslog: Clear IP addresses. PPP connection DOWN.
Oct 17 13:16:20 daemon crit syslog: Clear IP addresses. Connection DOWN.
Oct 17 13:16:20 daemon err syslog: [PPPoE] Couldn't increase MRU to 1500
Oct 17 13:16:30 daemon err syslog: stund:gethostbyname acs.clearaccess.com failed!
Oct 17 13:16:44 kern crit kernel: Line 0: xDSL G.994 training
Oct 17 13:16:52 kern crit kernel: Line 0: VDSL G.993 started
Oct 17 13:16:58 kern crit kernel: Line 0: xDSL link down
Oct 17 13:17:35 kern crit kernel: Line 0: xDSL G.994 training
Oct 17 13:17:38 kern crit kernel: Line 0: VDSL G.993 started
Any help is greatly appreciated.
Frédéric-
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