Pls Help! Streamyx Disconnects After 20 Min

tamama89 — Mon, 04 Apr 2011 23:39:27 +0800

Hi everyone, appreciate it if you could help me as I don't know what else to do. Basically, my Internet light goes off while my DSL light stays on after my connection has been on for 20 minutes (counted from the 'Lease Obtained' time). After this happens, I would restart the modem but the same thing happens 20 minutes later. I have already tried buying a new modem, connecting my modem directly to the wall socket to bypass the splitter and surge protector, changing the telephone cable for the modem, disconnecting all PCs from the modem (wired and wireless), changing my Streamyx password, and using a different power adaptor while connecting directly to the socket to bypass the surge protector and extensions, but the disconnection still happens. I can't figure out what's causing the problem so I came here (TM also can't figure out yet). For more details, pls refer below (sorry, the description is quite long but I thought it would be better if I tell everything that has happened so far).

Broadband provider
ISP/package: TM Streamyx 1Mbps
Location: Ampang
Have you called your ISP's helpline?: Yes, several times

Personal equipment
Modem + Router: Linksys WAG120N (Wireless-N Home ADSL2+ Modem Router)
Firewall used: Norton Internet Security 2011

Problem details
First occurence of problem: Last Friday (01/04/2011)
Problem frequency: 20 minutes after the modem is switched on
Problem description:

BTW, there are 2 desktop computers in my house that are frequently used for Internet, w/ 1 connected by cable to the modem and the other through wireless.

On Thursday:
My DSL light went off around 9.30pm. Since this is not unusual for me, I called TM as usual and lodged a report. In cases like this, my connection usually comes back on the following day.

On Friday:
My connection came back as expected and got a call from the technician saying that he changed the port (my bro answered the call, not me). However, 20 minutes later my Internet light went off (DSL light was still on). After I restarted my modem, the same thing happened 20 minutes later.

On Saturday:
I called TM to tell about the frequent disconnections (did this right after the connection went off). The lady tried resetting the port and then she asked to reset the modem. At 1st, she said she would wait until the disconnection (the way she said this was like it would only take a while before the disconnection), but after I said that it would be 20 minutes later (actually I already said this to her several times), she asked to call back instead if the problem happens again. So, 20 minutes later, the Internet light went off again and I called TM. Long story short, the guy created a report for the frequent disconnections.

On Sunday:
The technician came to my house, tested the line and said it's fine, and then said that the modem is faulty. I went to buy another modem later (same model as there weren't much choices for Linksys) and configured at home (used the Setup Wizard from the CD at 1st, then later compared to the settings for my old modem). The same problem happened after that, so now it shouldn't be my modem, right? After that, I tried connecting the modem directly to the wall socket to bypass the splitter and surge protector, changing the telephone cable for the modem, unplugging the PC from the modem, changing my Streamyx password, and using a different power adaptor while connecting directly to the socket to bypass the surge protector and extensions. After I did all these, the same thing still happens.

On Monday:
Another technician called and put the blame on my side by saying I didn't configure the new modem properly since it wasn't done by the shop. After I said that I could use the Internet fine until the disconnection 20 minutes later (BTW, the 'Keep Alive' option is selected), he said he would come to my house. When he came to my house, he checked my line and said it's fine. Then, he checked the splitters in my house. For 1 of the splitters, he said that the telephone cable for the phone is connected to the Modem slot instead of the Phone slot (I'm sorry that I really didn't realise this as I don't take notice of this particular splitter). This became his reason for the disconnection, and I really thought so too until he mentioned that this causes the Internet to cut off when calls are made and received, which I'm not experiencing (my connection goes off regardless of whether there is a call). Anyway, I agreed to try and while he was packing his stuff, he asked whether my house has an alarm system since it can also affect the Internet if it's connected to the telephone wires, but my alarm system DOES NOT affect the telephone wires. After he left, the same thing happened and I called him (he gave his hp number) but he said he already left my area, and asked again and again if my alarm system could be the cause. After I kept saying no, he finally said that he would check the port later. After that, he called and said that he already changed the port to another that he described as 'Port ni memang tak ada orang pernah complain'. He said that if the same problem happens, he would need to check the telephone wires on my roof. The problem happened again later, and when I called him he said that he would come to my house 20 minutes later. After he said that, he mumbled something like he could also call TM and check my account. Anyway, no sign of him till now, so I'm not sure what he is going to do next.

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Any suggestions? Thanks in advance.

BTW, could anyone pls check my settings?

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Pls Help! Streamyx Disconnects After 20 Min