Internet service dropping. Can anyone translate this reply from my ISP?

[I'mARealWizard]

Seriously, I have no idea what half of the stuff is


Dear 'I'mARealWizard',

Thank you for your email.

We apologise for the inconvenience. We checked your account and connection is constantly dropping.

We would be glad to assist you with your concern. Disconnections are possibly caused by interference to the ADSL signal, an incorrect setup of the modem or an application terminating your connection to the Internet.

Please refer to the steps below to clear your premise of the possible cause of the issue:

Please make sure that you have the proper filters for each device connected to your phone line.

* For regular phones, use a regular microfilter.
* For cordless phone set, it is advisable that you use a central filter or a filter/splitter instead of a regular ADSL inline filter.
! * If you have both the modem and the phone on the same socket, please use a central filter.

To test your connection, please try to do the following:

1. Isolate your telephone line. Disconnect all the devices connected on the ADSL phone line except for the modem. Make sure the modem is connected to the wall socket and that its phone cord is less than 3 meters in length. Any other device such as filters, splitters, double adapters, Foxtel Digital, Back to Base Alarm System, Fax Machine, EFPOS, PABX (Commander System) as well as Homephone, phone handset must also be disconnected from the ADSL nominated phone line. The modem should be the only device using your phone line.

If the issue continues, leave the line isolated and do the succeeding steps.

2. Check for any Homephone issue, like no dial tone, has static noise on the line, unable to do either incoming or outgoing calls.
! 3. Change the modulation of your modem to G.dmt . Please refer! to the manual or contact the manufacturer of your modem for this setting.
4. Use a different phone cable, preferably 3m or less.
5. Connect the modem in a different phone socket
6. Reset and reconfigure your modem. To do this, follow the steps below:
a. Using a paper clip or a pin, press and hold at the pin hole button at the back of your modem for 30 seconds while the modem is on.
b. Once the ADSL light turns solid green, you may configure your settings already. Should you need the instructions for TPG provided modems, please visit our Helpdesk website at http://www.tpg.com.au/helpdesk/ and click on Modem Configuration. Make sure that the following settings are configured:

User! name: **MYSECRETUSERNAME**
Password: your password
Protocol / Encapsulation / Connection Type: PPPoE (sometimes, you'll have PPPoE LLC)
Multiplex: LLC
Security Protocol: PAP
VPI: 8
VCI: 35
Idle Timeout: 0

10. Use a different modem f! or testing or use your modem on another location. Please note ! that thi s does not necessarily have to be new. You may borrow one from someone you know and as long as you know it is working, you may try using it. If there's no available other modem, you may try to use your modem to other location/house to check the functionality of it. If still not feasible, you may contact your modem manufacturer to upgrade the firmware of your modem to the latest one or flash the firmware of your modem if it is already using the latest firmware.

For other concerns, please contact us at 13 14 23 or visit our Helpdesk website at http://www.tpg.com.au/helpdesk.

Kind Regards,
Andrea | UserID: 4477

An 'idiots guide' would be useful!

Many thanks in anticipation

[hughescov]

Hope this helps..

So they are trying to figure out if there is a problem your end.. if you do all the steps and there is no problem then it will be their end that's faulty.

First they want to make sure you have the correct filters, so a microfilter splits the phone line into two, so you can plug your phone in and modem. I don't think I have filters all over my house, I'm sure you just need one for where your modem is plugged in by an Ethernet cable.

Next step they want you to strip away all telephones and other devices connected to the phone line.. so it's just your modem that is connected in the house so that any chances of there being interuption from your phones etc are removed. So just plug the modem into the microfilter and into the wall socket.. preferably with a cable shorter than 3metres meaning that some cables lose reliability etc over longer lines, but this shouldn't be a problem unless it's really long like 20m +

I'm sure you would of noticed if your home phone had problems such as buzzing or no dial tone..

The G.dmt will be somewhere in your modem settings I think. Usually typing in 192.168.1.1 into the URL of Internet Explorer will load it up with a typical login of username:admin password:admin. You could try find the setting and change it from what is likely to be ADSL2 to G.dmt. I've not heard of this before though..

Try a differnet socket for your modem.. self explanitory

Resetting your modem is a common resolution so maybe try this first as it's simple. Should be a tiny hole on the back somewhere that you put a paper clip into to reset.. Reset it and let it boot up again, should sort itself out. Think you will need to put your settings in again which they have provided. This may be done through putting in a cd or through 192.168.1.1 or by using windows network tools that pop up.. I cannot remember.

Finally try a different modem if you have an old one, plug it in and see if it works better.

I always find with computers is there is never always a correct solution and that just messing around with it somehow resolves the issue.. One further thing I had problems before with my modem overheating so turning it off for maybe 10-20mins might help..

Not a very professional reply but just some knowledge from me, good luck..

[I'mARealWizard]

Thanks for that!

I was more confused about the many different types of filters that they were on about. I didn't know there were that many! I am using the ones that came with the modem that I paid for from them...

I've managed to 'flash' the modem - after learning how to by researching it myself ( ). And that hasn't sorted it, although I couldn't see the G.dmt setting!

I've done everything else though, so I'll try the modem setting agian and then let them know that it's their problem.

Thanks for the response!

[hughescov]

No worries! It may just be case of them sending you a new modem.. try swapping the filter too maybe.

I take it knew of the fixes worked and I assume this problem isn't happening over a wireless network (different resolutions if it is).

Doubt they will ever accept blame for the problem though haha

[I'mARealWizard]

No worries! It may just be case of them sending you a new modem.. try swapping the filter too maybe.

I take it knew of the fixes worked and I assume this problem isn't happening over a wireless network (different resolutions if it is).

Doubt they will ever accept blame for the problem though haha

Oh, it is happening over a wireless connection...

[hughescov]

So your connection over the wireless is dropping out? I assumed from the email you received that you had told them it was wired?

If it's your wireless.. things like limited connectivity and bad signal strengths?

[Nick]

If it is just wireless try changing the channel it is on also.

[Houchens Head]

If it is just wireless try changing the channel it is on also.

Yeah. I agree. Sometimes I get bored with radio 2 and change to Heart FM.......

[Coventry La La La]

A couple of steps to take

• Make sure you have the most up to date modem from your internet service provider (ISP)
  
• If you use a wireless router try updating the drivers (go to the companies site (i.e. D-Link) which created your router, find your router on there and download the latest drivers
  
• Log into your router settings and try tweaking your settings (allot of guides online will teach you how to do this and get the most out of your connection)
  
• If your wireless still under-performs it may be time to upgrade to a more rescent model (802.11n wireless is recommended)

It also depends on what ISP your with and how much meg you pay for.

[I'mARealWizard]

A couple of steps to take

• Make sure you have the most up to date modem from your internet service provider (ISP)
• If you use a wireless router try updating the drivers (go to the companies site (i.e. D-Link) which created your router, find your router on there and download the latest drivers
• Log into your router settings and try tweaking your settings (allot of guides online will teach you how to do this and get the most out of your connection)
• If your wireless still under-performs it may be time to upgrade to a more rescent model (802.11n wireless is recommended)

It also depends on what ISP your with and how much meg you pay for.

Thanks everyone for the comments.


The modem is only 8 months old, and I have updated the firmware on it.
It is an 802.11n wireless
I pay for ADSL2+ speeds (and only get 1.3 mbps download speed!)


How would I change the 'channel' and what would I change it to?

Apologies for sounding inept