How to record internet outages?
Elloe
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brupala Posted messages 111108 Registration date Status Member Last intervention -
brupala Posted messages 111108 Registration date Status Member Last intervention -
Hello,
I am experiencing connection issues that frequently cut out randomly. I am with SFR ADSL. On March 30th, Orange installed fiber for my neighbors and disconnected my line! A few days later, SFR came to reconnect it, but it has never worked properly since.
No one wants to intervene anymore; they can't find the problem. It's clear that it doesn't come from my end. They don't seem to believe me about the disconnections because when they come and conduct tests, everything works!
So, I would like to know if there is a way to record my connection in order to determine, from this graph, the number of disconnections per day, please.
Thank you, have a great day.
I am experiencing connection issues that frequently cut out randomly. I am with SFR ADSL. On March 30th, Orange installed fiber for my neighbors and disconnected my line! A few days later, SFR came to reconnect it, but it has never worked properly since.
No one wants to intervene anymore; they can't find the problem. It's clear that it doesn't come from my end. They don't seem to believe me about the disconnections because when they come and conduct tests, everything works!
So, I would like to know if there is a way to record my connection in order to determine, from this graph, the number of disconnections per day, please.
Thank you, have a great day.
4 answers
Total time = 8 hours 53 min 51 sec
FEC: 468902 158267
CRC: 39975 1002
ES: 776 309
SES: 705 122
UAS: 1567 1567
LOS: 48 11
LOF: 433 11
LOM: 105 0
It's not pretty, indeed there are a lot of errors
40,000 CRC in 8 hours is huge, each CRC represents lost packets.
776 seconds with errors, of which 705 are serious errors
The result is 48 loss of sync (LOS), which means resynchronization of the link, a cut of at least 1 minute.
They can also see these numbers, both on the DSLAM and possibly on your box when they come or take control remotely.
Did they exchange this box?
By the way, is it a VDSL or ADSL connection?
If it's VDSL, it might be better to switch back to ADSL2
For your telephone line, you can request a RIO and have it transferred to another operator.
Honestly, it's a good opportunity to switch to fiber, even staying with RED, it seems to be only 23 euros per month.
Hello.
Access the box management interface and check in the network tab if there is a connection history available, also look in the other tabs.
For your information:
For this kind of problem, you can also contact the mediator (free).
bazfile
Moderator/Security Contributor.
A hello, a response, a thank you are always appreciated.
Access the box management interface and check in the network tab if there is a connection history available, also look in the other tabs.
For your information:
For this kind of problem, you can also contact the mediator (free).
bazfile
Moderator/Security Contributor.
A hello, a response, a thank you are always appreciated.
Hi,
I think that if there's a fault on the fiber, and we have a separate ONT, as is often the case with SFR, the box doesn't have access to the fiber information that can only be seen by the ONT, in which case the box only sees the connection between the box and the ONT :-(
What is possible is to keep a ping running to 8.8.8.8 for example or 1.1.1.1 (using the ping -t option on Windows) and note the interruptions.
this site also allows you to check, but unfortunately, it doesn't work with all boxes :-(
I think that if there's a fault on the fiber, and we have a separate ONT, as is often the case with SFR, the box doesn't have access to the fiber information that can only be seen by the ONT, in which case the box only sees the connection between the box and the ONT :-(
What is possible is to keep a ping running to 8.8.8.8 for example or 1.1.1.1 (using the ping -t option on Windows) and note the interruptions.
this site also allows you to check, but unfortunately, it doesn't work with all boxes :-(
I just figured out how to respond ;)
Thank you for your reply. I tried the site and it works, but I can’t record for long; you can only see 3 minutes at a time, so it won’t serve as “proof.” That being said, I know that nothing will serve as proof, since I can very well cut the connection myself while recording. But I would like to know the number of disconnections. One time it was 11 times in an hour, for example; I had filmed my TV turned on. Thank you for the information.
Thank you for your reply. I tried the site and it works, but I can’t record for long; you can only see 3 minutes at a time, so it won’t serve as “proof.” That being said, I know that nothing will serve as proof, since I can very well cut the connection myself while recording. But I would like to know the number of disconnections. One time it was 11 times in an hour, for example; I had filmed my TV turned on. Thank you for the information.
Thank you @bazfile for your response.
I had already looked through all the tabs and I didn’t see that (or maybe I didn’t understand that it was that :)) but I will take another look.
Yes, I am going to soon take more severe actions because it’s been a long time!
The problem is that SFR can’t do anything (from what they say) because it’s Orange that owns the cabinet where the connections are in my street, and Orange doesn’t want to intervene for 3 months from their last visit to my place (where they weren’t able to make the connection work like before!). I’m stuck!
Thanks again for your help.
I had already looked through all the tabs and I didn’t see that (or maybe I didn’t understand that it was that :)) but I will take another look.
Yes, I am going to soon take more severe actions because it’s been a long time!
The problem is that SFR can’t do anything (from what they say) because it’s Orange that owns the cabinet where the connections are in my street, and Orange doesn’t want to intervene for 3 months from their last visit to my place (where they weren’t able to make the connection work like before!). I’m stuck!
Thanks again for your help.
Thank you @bazfile for your response.
I had already looked through all the tabs and I didn't see that (or maybe I didn't realize that was it :)) but I will take another look.
Yes, I'm going to soon take more serious actions, because this has been going on for too long!
The problem is that SFR can't do anything (or so they say) because it's Orange who owns the cabinet where the connections are in my street, and Orange doesn't want to intervene for another 3 months from their last visit to my house (where they weren't able to get the connection working like it was before!). I'm stuck!
Thanks again for your help.
I had already looked through all the tabs and I didn't see that (or maybe I didn't realize that was it :)) but I will take another look.
Yes, I'm going to soon take more serious actions, because this has been going on for too long!
The problem is that SFR can't do anything (or so they say) because it's Orange who owns the cabinet where the connections are in my street, and Orange doesn't want to intervene for another 3 months from their last visit to my house (where they weren't able to get the connection working like it was before!). I'm stuck!
Thanks again for your help.
Hello,
here we go again like with ADSL :-(
It's not Orange's responsibility to intervene, it's SFR that needs to fix this even if the infrastructure operator is Orange.
You can also make a report to ARCEP
Oops, sorry, you're still on ADSL, I read too quickly, since you mentioned fiber, it confused me. :-(
Indeed, it's Orange's responsibility to repair the ADSL, even if they have already come by.
SFR can request a line migration.
here we go again like with ADSL :-(
It's not Orange's responsibility to intervene, it's SFR that needs to fix this even if the infrastructure operator is Orange.
You can also make a report to ARCEP
Oops, sorry, you're still on ADSL, I read too quickly, since you mentioned fiber, it confused me. :-(
Indeed, it's Orange's responsibility to repair the ADSL, even if they have already come by.
SFR can request a line migration.
Thank you for the clarifications. Yes, it's Orange's responsibility to intervene, but in 3 months? When initially it's their fault anyway!
But SFR owes me the service, so they are the ones I will contact. No one told me about line migration, I will inquire. It's a shame, it was working really well before :)
I have already reported to ARcep and sent registered letters to SFR. But all they tell me is that I will be reimbursed someday. In the meantime, I'm struggling to work, and we can no longer watch TV (mine is old without a TNT tuner), and I've missed the Champions League matches even though I was paying for RMC Sport. Anyway, I'm quite demoralized because I've been wasting so much time on this for almost 3 months. Thank you anyway.
But SFR owes me the service, so they are the ones I will contact. No one told me about line migration, I will inquire. It's a shame, it was working really well before :)
I have already reported to ARcep and sent registered letters to SFR. But all they tell me is that I will be reimbursed someday. In the meantime, I'm struggling to work, and we can no longer watch TV (mine is old without a TNT tuner), and I've missed the Champions League matches even though I was paying for RMC Sport. Anyway, I'm quite demoralized because I've been wasting so much time on this for almost 3 months. Thank you anyway.
Yes, it's SFR that tells me that. And that they can't do anything about it.
At the same time, since it's originally Orange's fault, SFR should turn to them to avoid paying anything. But that's their issue between them; I shouldn't have to suffer because of it.
Thanks for the info; I'm going to dig a bit deeper.
At the same time, since it's originally Orange's fault, SFR should turn to them to avoid paying anything. But that's their issue between them; I shouldn't have to suffer because of it.
Thanks for the info; I'm going to dig a bit deeper.
Hello,
Just to remind you, your operator has an obligation to achieve results...
Sometimes a little reminder by registered letter with acknowledgment of receipt regarding this obligation can help expedite matters.
https://www.litige.fr/definitions/obligation-de-resultat-de-moyen
https://www.litige.fr/e-mise-en-demeure-mise-en-cause
--
After a little follow-up to say thank you, it’s always nice...
Just to remind you, your operator has an obligation to achieve results...
Sometimes a little reminder by registered letter with acknowledgment of receipt regarding this obligation can help expedite matters.
https://www.litige.fr/definitions/obligation-de-resultat-de-moyen
https://www.litige.fr/e-mise-en-demeure-mise-en-cause
--
After a little follow-up to say thank you, it’s always nice...
Yes, thank you very much, I have already done it: twice. But apart from telling me to switch to another provider!
They are talking about protocols again, how they are dependent on Orange, etc.
What I don't understand is that when the line was cut by Orange, 7 days later, it was SFR who came to reconnect it! So they could intervene in the street cabinet, why can't they anymore? The line must have been poorly reconnected or connected to a problematic spot. (I don't know anything about this). Thank you for the links too, I will certainly need them a third time!
They are talking about protocols again, how they are dependent on Orange, etc.
What I don't understand is that when the line was cut by Orange, 7 days later, it was SFR who came to reconnect it! So they could intervene in the street cabinet, why can't they anymore? The line must have been poorly reconnected or connected to a problematic spot. (I don't know anything about this). Thank you for the links too, I will certainly need them a third time!
If they can see this then they have even fewer excuses not to do something.
I think I am on ADSL, and yes they exchanged the box for me, but the problem really does not come from my end (I knew it since I know that the problem started exactly at the moment when my line was disconnected by Orange and also because the SFR technicians noted in the file that the issue was at the level of the "cabinet" in the street).
I will look into fiber, but if I go for it, I will have to choose Orange since I don't want to have the same problems as now. And SFR will have to let me leave without termination fees since I just renewed my contract (yes I'm too foolish).
Thank you in any case, all this information is really helpful.
if you have a commitment, it's a hassle, it can be expensive and it's not reimbursed by the new operator, unlike termination fees.
Plus, you can't even say that they don't provide the service, it works intermittently.
On the box page of the website mentioned above (ariase), you should check whether you are connected via ADSL or VDSL.
I checked the statistics page and it says this at the beginning (I bolded where it said ADSL and VDSL, so I don't know :) Thanks to you:
Line statistics xDSL
xdslctl: ADSL driver and PHY status
Status: Showtime
Last Retrain Reason: 1
Last initialization procedure status: 0
Max: Upstream rate = 6631 Kbps, Downstream rate = 27640 Kbps
Bearer: 0, Upstream rate = 6623 Kbps, Downstream rate = 28207 Kbps
Bearer: 1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Link Power State: L0
Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a
TPS-TC: PTM Mode
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 6.2 5.6
Attn(dB): 0.0 0.0
Pwr(dBm): 14.4 7.1
VDSL2 framing
Bearer 0
MSGc: -6 -6
B: 235 195
M: 1 1
it's better if you request to switch to ADSL2, I think, for the time being,
you should normally have fewer errors and disconnections, a bit less speed too, especially upload, which is synced at 6Mbit/s now and would go back to less than 1.