Hello,
I have received the following list of questions, we have answered most of these multiple times. I will answer them again, but is there nothing in your question system that technicians can look up, before asking these?
Anyhow, here goes.
I will also email these to the technician who asked for them. link:csa removed
Thanks
Nicola
My answers:-
In order to investigate this for you, please answer the following questions:
1. Does the loss of connection occur only at certain times of the day or is it continuous? If only at certain times, please state when.
No - it happens all of the time.
2. How long has the problem been occurring for and when did it start?
It started when we first opened this question, which I believe was early May.
3. What are you doing at the time of the fault - e.g. downloading large files, or does it only drop when idle?
Browsing only. It is so slow, that browsing to sites such as Ebay and hotmail - either do not load or they are so slow that it is unusable. This has been said by us many times.
4. When you lose connection is sync lost on the modem/router - i.e. does the ADSL link light start flashing or does it remain solid green?
ADSL light for some of the time is on, but there is no connection. Sometimes (like earlier today), the light is off.
5. Does you have any other equipment on the line that may affect service, such as a fax machine and is the PSTN (voice) service OK?
No, again we have advised many times - we have nothing plugged in, we have unplugged the Sky Box. We have used standard BT line tests (17070) - all of this was fine
6. Please connect your modem/router to the master socket, leaving all other equipment disconnected and see if the problem still happens.
It has been connected in this way for weeks, now.
7. Has another modem/router been tested on your line, or have you tested your modem/router on a line known to be working?
Yes, we got you to send another modem to us. Your records should show that we got the modem in
8. Has the micro filter being changed to prove if it is a problem?
It has been changed, new micro filters were put in when we got the new router. Again, your records should show that you have already asked this - many times.
9. Are you on a particular website when the connection drops?
No.
10. Is the session actually disconnecting (requiring you to login again), or is it degrading to almost nothing (session stays up, but hardly usable)?
I can either not get on the internet at all. Or when I am on it is so slow that I cannot use it. I might try to use it, but eventually the connection will drop.
11. Can you reconnect again straight away, or do you have to reboot?
Sometimes it will connect after a few tried, but a reboot does nothing.
12. Do you use any other protocols and applications other than Web-browser, email and FTP?
No, it is browsing only.
13. Do you get an error code when you log on again?
Not sure what you mean - error codes from the router, returning from IE or the PC. Please be specific in what you are looking for.
14. Have filters been added to all used points?
Yes, you have asked this many times and received the same answer.
15. Is there an alarm system on the property which utilises the phone line?
NO.,
16. Have you anything else connected to your PC besides the modem/router?
A printer.
17. So that we can further test and investigate this issue can you please confirm that your modem or router will remain plugged into the telephone socket and powered up.
We have advised that this is the case - we advised this last week and on Monday and Wednesday night too.
adie:blue CSA name removed as per link:rules]
