Why does my uncapped ADSL connection keep resetting?

+2 votes
Good day all,

I've been having trouble ever since I switched back to ADSL with Afrihost. My connection keeps resetting and it leaves me having to either reset the router manually via the power button or in my router's settings. Sometimes it doesn't get restored and I'm left to log a support ticket.

After several support queries, the only information I keep getting back, is that they can see many errors on my port. They then reset my port and everything goes back to normal for a few hours. This is going to sound stupid, but what does that actually mean? What is causing these errors. I've gone through all my cabling and connections, disconnected the ADSL filter and running directly through the Telkom line. I've run my connection through my ethernet cable and then wifi only, both with the same result. Even now, while I'm busy typing here, I've had to reset my router twice to restore connectivity. It's becoming more of an inconvenience than the price I'm paying.

It's frustrating because the other difficulties I'm facing at home which I won't bore you with here. To top it off, I'm having to deal with a connection that keeps on resetting and having to pay for an unstable service.

Might it be due to me being on an uncapped service? Should I rather try a capped account to see if it gets resolved? Is the fault with Telkom and should they get it resolved? Afrihost manages my ADSL line along with my uncapped account, does this put me at a disadvantage with Telkom's priority for DSL service?

I know it's a lot of questions, but this is my last resort before finally giving up on Afrihost. Not one of their techs have been able to give me honest feedback on these questions. Just the usual "We see errors on your port and have reset it for you"

Thanks in advance. Blessings!

asked Jun 20, 2015 in ADSL by Shawn

1 Answer

0 votes

A port error is when your modem and the DSLAM's communication is interrupted by a power failure or a link break. When you switch your router off, it causes a port error and we need to reset the port so that you are able to communicate with the DSLAM to connect to the internet. Too many port errors could either mean that you have an intermittnent connectivity issue or the port you are connected to is faulty and it needs to be replaced by a Telkom technician. If your equipment is faulty and causes an intermittent connection that will also make the port faulty and a Telkom technician will be able to identify what the cause was once a fault has been logged. They will also advise what you need to check and probably change your equipment before it does more damage to the port.

To resolve a port error from your end you may powercycle the router by unplugging and re-plugging the power cord. If this does not help kindly use the below steps to troublehsoot and get back to us with the results.

Intermittent connections are generally either related to a line fault or router problem. To test your line, try connecting with a different ISP account (or a different router) and see if the problem persists. Also, for your router, disconnect all devices and switch the WiFi off and then connect a single device to connect. Then try connecting devices one by one and see if one of the devices causes the problem, or if it only occurs when WiFi is brought back up.

For problems that could be related to network, I highly recommend using our Network Test App. This will show you if there is any high latency on your line, and where the latency occurs. If the latency is on the first hop (to your router) it is probably a local network problem. If the latency is to the second hop, then it could be Telkom exchange congestion. If the latency occurs at the end of the traceroute, then it could be load on the server you are trying to access. Whever latency appears to suddenly spike is an indication of where the problem is.

answered Jun 22, 2015 by AfriDude (43,990 points)