Friday, December 22, 2006

Get rid of Streamyx intermittent connection/ Unstable DSL light/ Frequent disconnection

Solve Streamyx disconnection issue in shortest time with this guide!

Check your SNR(Signal to Noise Ratio) margin and line attenuation if you are facing problems above .
SNR is a measure of the level of noise that can be tolerated before signal or data loss; SNR Margin is the difference between the actual SNR and the SNR required. It shows you the strength and stability of your connection, the higher dB the better connection stability.
Line attenuation shows you how much the signal degraded between the connection, the lower dB the better the connection. The longer distance you are from the local exchange, the higher the line attenuation.

For SNR Margin:
<= 6dB
- bad connection/frequent disconnections(Disconnected in 1-5 minutes) or can't connect at all
7dB - 10dB
-Consider average connection but still have disconnection issue
11dB - 20dB
-Good connection with no connectivity problem
21dB - 28dB
-Excellent line quality
>= 29dB
-Fantastic!

For Line attenuation:
> 60dB
-Bad Line Quality
50dB - 60dB
-Acceptable
40dB - 50dB
-Good
30dB - 39dB
-Great
20dB - 29dB
-Excellent
<20db
-Fantastic!

Simple guide to view SNR Margin and line attenuation

Go to 192.168.1.1 (common address for most of the modem) with any browser and log in with your modem username and password (Refer to the modem manual for username and password)

Kasda or ZTE modem:
WAN-> DSL-> DSL param-> Local/Remote SNR Margin & Local/Remote Line Atten.

D-Link modem:
Status-> ADSL -> SNR Margin & Line Attenuation Downstream /Upstream

Aztech modem:
Status-> Modem Status-> DS Margin & US Margin


What to do if having low SNR margin and high line attenuation?
-Try to bypass splitter and any line extension, direct connect from modem to phone socket
(although most of the chance it doesn't help! just bypass it and have a look)
-Disconnect lightning surge protector(because it will reduce the signal strength)
-Disable alarm system(if any) in house, it said to reduce the signal strength in some case.
-Call TM and they will send you technician, when the technician come, 'remind' them to:

1. Check the local exchange or DSLAM
2. Check the black cable that connect from telephone pole to your house, the cable may too old(exposed to sunlight & water) and needed to change
3. Check the wiring at the "black clip" that connected to the black cable from telephone pole (the copper wire that exposed may oxidized, reconnect the copper wire). It's the connection between your house and the pole.
4. Check the telephone pole (connection of black cable that connected to your house and the plugs up there)
All steps above should free of charge.
You can do step 3 by yourself if you want to, have to climb up to the roof.
Check also internal wiring in your house, and make sure every wire connection point you have is in good condition. Oxidized copper wire may cause to poor line connection.
If all are fine, then the house internal wiring may be too old and the line quality is bad.
Rewiring with fresh new line solve the problem most of the time.
But rewiring is not free of charge, only do it at last resort.


If your line was capped at a high speed, it will decreases the SNR margin, the SNR margin decreases as the line speed increases because the required SNR increases.
For example, if increasing the speed from 512Kbps to 2MBps raises the required SNR from 20db to 30dB then the margin left will decreases from 25dB to 15dB (assumed the actual line SNR margin is 45dB then 45dB-30dB = 15dB.)
If your subscribed package doesn't use that much of bandwidth, you can call TM to downgrade the line speed. Example, you are subscribed to 512K download and you are capped at 2M or higher download rate(Speed will still at 512K even you are capped at higher speed, the higher speed may be is for future upgrade purposes). Most of 512K users are capped at 1M for now. You can find your line speed on the same page you view SNR margin and line attenuation, different modem has different name for it, e.g. Downstream/Upstream Data Rate, US/DS Rate, Up /Down speed.

If you have disconnection problem or cannot fully utilize Streamyx, ask rebate for the difficulties period you faced by sending your request to custcare@tm.net.my, attention to billing department.

I am writing this guide because I faced the problem before and too much of frustration and disappointment at that period. Hope this guide will help and save your energy and time.
I experienced unstable ADSL light since activation. My downstream and upstream was single digit. Downstream range was 0-6dB and upstream was 0-8dB, line attenuation for downstream and upstream was 60dB-63dB. I can't connect at all at that time, sometimes I can get connected but I can't surf anything because the ADSL light started to blink after a few second. Then I called TM, the technician came and done some regular checking, after that they climbed up the roof of my house, I think they did something to the wiring at the black clip that connect the black cable from the telephone pole. Then my upstream greatly improved to 19dB-21dB, but downstream still very low around 0-9dB. The ADSL light still blinking(blinking-> stable for 10 seconds-> blinking again-> process repeated), although sometimes it became stable and can get connected, it will started to blink again in time not more than 1 hour. The strange thing was after midnight, around 1am -4am, the ADSL light became very stable and the downstream was 7-9dB, I can get connected with no problem at that time. At daylight time, the ADSL light will keep blinking and only stable for a short period(less than 1 hour) at uncertain time. I only can connect when the light became stable, have to wait for stable light(took 1 or 2 hours, sometimes 3 or 4 hours or even longer time), really wasted a lot of time. It just like depends on the "mood" of the line in order to get connected. So, I continue to call TM to report the problem, in between I had checked all the wiring and tried to solve the problem with all kind of solutions that I able to do, but the problem still remain. The technician already came many times and done a lot of repeated checking, in the end the technician climbed up the telephone pole and did something to the wiring and plugs up there, finally my ADSL light can stable for all the time and no more disconnection problem. My downstream jumped to maximum 21dB, and the range is from 12dB-21dB. But the line attenuation still the same values(distance factor, not much can be done), 60dB-63dB.
Guess how long they took to fix the problem? 2 and a half months!

More Troubleshooting on Streamyx

7 comments:

Anonymous said...

Sounds like Network Engineering kind of stuff. No wonder sounds so familiar to me.

Anonymous said...

I currently having streamyx problem. It has been 8 days now and they can't seem to solve the problem.

I have call 1-300-88-9515, 100 and walking in complaint to tmpoint. All I have is now is 4 report numbers with no solution.

When calling 1-300088-9515 they keep saying they will reset the port. Well resetting the port does seem to work.

I can't wait until 2 and a half months. Any idea outside contractor to solve my problem? I am willing to pay for reasonable amount.

Please contact me if you have an idea how to solve this.

Shamsul
012 235 2203
shamsul2203@yahoo.com

SIGMAX said...

What issue are you facing now? Unstable connection?
Have TM sent any technician to check the problem for you?
You should have your problem solved free of charge.

Cathy said...

I've been so frustrated with Streamyx (lines keep disconnecting) for the last two months....then I found this website. I had done all the possible indoor stuff then decided to climb onto the roof to try out your point# 3. And it seem to work. The SNR Margin has now gone from 6 to 17 (I should look at the downstream, right?). Time it took? 1 hour. :) Thank you so much!

SIGMAX said...

Glad to hear that your problem solved. You are right, downstream.

synctwok said...

Just wanna add to your list in solving the intermittent connection.

I had a similar problem when I moved in to my new apartment. I installed streamyx on my own without the help from TM but to my clumsiness, I made a mistake in connecting the DSL and phone cables. Here was my original connection:

House Phone -> Splitter A (Line Port)

Splitter A (Phone Port) -> Splitter B (Line Port)

Streamyx Modem -> Splitter B (ADSL Port)

(You'll notice that I am using two splitters above because for some reason, my house phone wont work if I connect it directly to Splitter B which was the original splitter in my apartment)

Now, everything worked fine until when I noticed later that my SNR margins were not at the right level and my house phone had an irritating noise in the background. Later, I noticed frequent disconnections on my Streamyx connection.

Here's what I fixed:

House Phone -> Splitter A (Phone Port)

Splitter A (Line Port) -> Splitter B (Line Port)

Streamyx Modem -> Splitter B (ADSL Port)

It's just a small fix be swapping the phone port with the line port in Splitter A and B. This was a mistake on my end but I was rather surprised how it work in my original setup.

The above may sound confusing. If you have any questions, please feel free to email me at synctwok@gmail.com

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