Escape from Pipex

October 24, 2007 4:16 AM

Is this a problem with my ISP, and could it be solved by ditching them and going else where?

I signed up with Pipex a couple of years ago on their slowest Broadband package. Over the last few years I've had a couple of free speed increases and just recently I paid the extra to go from 2Mb to "up to" 8mb (which resulted in a 4Mb connection).

The problem is I rarely get broadband speeds, and seem to constantly suffer disconnections. I'm hit worst at peak times during the evening and weekend.

I was advised to look at the router logs and status. In the logs there are over 500 messages with the line "Loss of synchronization", which seems to be occurring at the same time as the disconnects. I opened the status window on my router (Netgear DG834G) and monitored the information while we were having problems. I witnessed the "Noise Margin". At one point it was routinely reaching 2147483647db

What should have been a faster connection has turned out to be painfully slower, at times being less reliable and slower than dialup.

I contacted Pipex, but all they tell me to do is to run tests that are really impractical as my Dad uses the connection for his work. Is there anything I can do to fight back about this shoddy service, and possibly move to another ISP without incurring yet more charges. Would it even solve the problem?

posted by anonaccount to computers & internet (10 comments total)

'Loss of synchronisation' says either your phone line isn't up to snuff, or your DSL router is crap, or Pipex's end is choking. It's less likely to be the latter.

I'd try an alternative DSL modem first, because it's the only part of the equation you can fix if it's broken. Failing that you're likely looking at a BT line quality issue.
posted by genghis at 4:23 AM on October 24, 2007

The router/modem was upgraded not long ago. No difference.
posted by anonaccount at 4:28 AM on October 24, 2007

Three things to try:

First two, take your house wiring and devices out of the equation.

- Unplug the phone lines of everything else in your house. While they're listening for rings, they're degrading the strength of the electricity. Ma Bell used to recommend no more than 3 (or 5?) devices. Your DSL modem is one. What else do you have plugged in? Try removing them.

- Plug your DSL modem into "the demarc" -- the box outside that separates the wire that the telco is responsible for and the inside wiring that you're responsible for. Span Ethernet back to your computer and test it. Your inside wiring could be pinched or waterlogged or coiled up somewhere, or a dozen other things. Remove it.

- ADSL is a hacky solution on top of a phone architecture that varies widely in material and quality. My step, after replacing the modem and testing the phone-company line only, would be to call your telco and complain about the speeds. Ask them to send a lineman out to test the quality of the copper.

With all of these, you should learn where the problem is.
posted by cmiller at 4:49 AM on October 24, 2007 [3 favorites]

I've heard about people getting worse speeds on an up-to-8mb package than on a 2mb package. I'm not an expert on the matter by any stretch of the imagination, but IIRC the faster connection requires a more "stable" line than the slower one. The slower connection is more tolerant than the faster one.

Can you enquire of Pipex if they will allow you to downgrade back to 2mb max?
posted by Rabulah at 5:56 AM on October 24, 2007

I had a similar problem a while ago; replaced the router with no result, checked the phone line, cables, new network card -- it turned out to be my ethernet hub/switch. I replace that and all is well.

What did I learn? Check every component of the network, tracing it physically. I "knew" that hub was there, but it had been just working for so many years that I didn't even think about it for a long time.
posted by amtho at 6:34 AM on October 24, 2007

Are you using filters for your phones?
posted by the number 17 at 6:47 AM on October 24, 2007

First, do everything you can to minimise noise/loss at your end. Plug the modem and a single phone directly into the master socket, and get a better microfilter, in case that makes a difference.

If you can't get it to improve, chances are your line simply isn't capable of taking the higher speed. If you're near the exchange then it'd be reasonable to get the line checked out (if there's clearly audible noise with only the phone plugged directly into the socket then it helps), but otherwise you'll probably need to drop back down to a slower connection with a bigger noise margin.

(I've got a DG834G and it's great for coping with a noisy line, easily outperforming the ISP-supplied junk, so I doubt that's the problem; you have got the latest UK-friendly firmware, right?)
posted by malevolent at 6:52 AM on October 24, 2007

If the line was stable at the 2meg speed have them put you back on it. The problem with DSL is that you just cant knock up the bandwidth without some extensive line testing. Your line might be maxing out at 1.5 or 2megabites and is unable to handle much else without losing stability. Call their tech support, tell them you suspect this is the case, and have them lower you.

I have the non-wireless version of your router/modem and I am only able to get 1.5mbps stable in my area. I suspect that there's a limit on how well it (or any DSL modem) handles noise. I also know there are a few firmware upgrades for that model. Have you installed them yet?

Actually before you call you should unplug all your phones just to be extra sure it isnt your telephones.

If lowering speed doesnt work then you'll need to get them to send someone who can check the line or run a new line from the demarc.
posted by damn dirty ape at 7:28 AM on October 24, 2007

I've had similar problems with my line with Bell Canada. Replaced modem, router (3 times), and had them, finally, come in and physically repair the line. Connection stabilizes for awhile before frequent dropouts and useless tech support calls occur again.

I canceled my service and am going back to cable, which for me, was always more stable (but it seems the stability of cable or dsl varies by area here in Toronto.

But higher speeds and DSL, as others have mentioned, are subject to a need for increased stability. As a solution to my problem Bell recommended that I downgrade to a slower line.
posted by juiceCake at 7:58 AM on October 24, 2007

Also, repost your question to dslreports.com. Thats where the experts live. While youre there you should also find out what your distance to the CO is.
posted by damn dirty ape at 3:51 PM on October 24, 2007