Modems

[Suradit]

I have two modems supplied at different times from TOT. They're both Thomson ST536 v6, although one is labelled Speedtouch on the front and the other just shows TOT.

Sometimes when I can't access the Internet or the connection keeps dropping I switch the modem and that seems to correct the problem. I don't mean one modem is always a problem and the other always works. I mean either one can fail to connect and when I switch to the other, problem solved.

The past two days I've never kept a connection for more than a couple of minutes and it was down most of Friday night and never connected Saturday morning. I switch modems and all is well, at least for the moment.

My razor-sharp Inspector Clouseau thinking suggests that while TOT is a major disaster, my modems are part of the problem. Any idea why switching modems will sometimes work?

Also if I were to get a new non-TOT supplied modem from TukCom, what would I have to know it set it up (The TOT modems came with cd's that pretty much did everything).

If you reply, assume you are explaining it all to a tech-challenged chimpanzee with attention deficit disorder.

Thanks.

[Supernova]

Sometimes when I can't access the Internet or the connection keeps dropping I switch the modem and that seems to correct the problem. I don't mean one modem is always a problem and the other always works. I mean either one can fail to connect and when I switch to the other, problem solved.

My razor-sharp Inspector Clouseau thinking suggests that while TOT is a major disaster, my modems are part of the problem.

Dropped connections are usually caused by bad internal wiring or a fault on the line. I would have TOT check the line before getting a new modem. Also make sure the modem(s) are not overheating. Excessive heat can cause problems.

[Suradit]

Sometimes when I can't access the Internet or the connection keeps dropping I switch the modem and that seems to correct the problem. I don't mean one modem is always a problem and the other always works. I mean either one can fail to connect and when I switch to the other, problem solved.

My razor-sharp Inspector Clouseau thinking suggests that while TOT is a major disaster, my modems are part of the problem.

Dropped connections are usually caused by bad internal wiring or a fault on the line. I would have TOT check the line before getting a new modem. Also make sure the modem(s) are not overheating. Excessive heat can cause problems.

Thanks. I have little hope of getting TOT to do anything. They never answer their telephone for reporting problems and if I go to their office, the usual response is that it is a "network problem." The lady at the desk calls someone (using a mobile phone, not her TOT desk phone ... sort of like a Honda salesman driving a Toyota) to report the problem, but I've never noticed anyone springing into action after the report was made.

If there is a problem with the line, it could be in the condo building, which TOT wouldn't touch anyway. But that wouldn't explain why it wouldn't work at all and then works well immediately after switching modems.

I could see the over-heating issue. Sometimes the modem does seem to get pretty hot. But this morning when I started up the modem was not even warm and didn't connect, but switching to the other modem completely solved the problem.

[Pib]

Go into the modem menu (i.e., where you entered your TOT User ID and Password) and look for a menu/page that gives you your modem Status, Signal to Noise Ratio (SNR), Attenuation, Sync Speed. etc. Jot down the Download SNR and Attenuation. Then go to to the ADSL Help topic, post #7, to see how your SNR and Attn results compare. Also compare the Sync speed with the package you've signed up for (i.e., if you signed up for the 4Mb plan are you getting the 4.096Mb sync speed on the modem...a good line connection should give you your full sync speed...a bad line connection will give you something less.

If your SNR, Attn, and Sync speed results are OK then your chances of having a bad/poor physical phone line connection are much less; but if you results indicate a poor line you can use the info to hopefully convince TOT that there is a line problem. Now keep in mind if there is a wiring problem and the problem is "after" the phone line enters your residence then that is not a TOT problem to fix, even though they might if it's an easy fix or the TOT tech can probably recommend someone who can. Most TOT techs do have electronic line testing meters where they can check the quality of line entering your residence (the meter basically checks SNR, Attn, Sync Speed just like your modem does but the meter is more accurate)...and of course they can check it at the phone jack outlet also. The meter only takes about a minute to run the test...I watched them run the test before at my residence on one of my two lines which did have a problem and was the initial/first line to my house...the problem is underground between the house and the phone pole which makes it my problem. Line works fine for the phone and a DSL speed up to 2Mb but gets flaky when going to 4Mb or higher. My current DSL line / 2nd phone line my residence goes a few inches through the wall and hooks up right at the jack I hook the modem into...so, I bascailly have no house wiring to worrry about.

I've been with TOT about 4 months (this time), my SNR and Attn results are very good (i.e., I have a good physical line), I have a TOT issued Billion 5210 RC modem, and the DSL uptime has been like 99.99% here in western Bangkok. If you haven't already, check out the DSL Help topic as it might help to narrow down/fix your problem. So many DSL problem boil down to the phone/DSL phyical line. Good luck and cheers.

[Supernova]

BTW, how is the modem connected to your computer? Ethernet port or USB? I don't recommend USB, so switch to the ethernet port if the device is connected to USB. Also post your modem stats (snr, attenuation etc). You can access this information using the modem's web interface. This will help pinpoint the problem or at least give us an idea as to what the problem might be.

IP address: 192.168.1.1 (or whatever the default gateway is)

Username: admin

Password: tot

For your reference:

ST-536v6_UserGuide.pdf

[Suradit]

BTW, how is the modem connected to your computer? Ethernet port or USB? I don't recommend USB, so switch to the ethernet port if the device is connected to USB. Also post your modem stats (snr, attenuation etc). You can access this information using the modem's web interface. This will help pinpoint the problem or at least give us an idea as to what the problem might be.

IP address: 192.168.1.1 (or whatever the default gateway is)

Username: admin

Password: tot

For your reference:

ST-536v6_UserGuide.pdf

Thanks for all that. It'll take awhile (for me) to explore all of that, but it looks like a potential solution lies in there somewhere.

[Supernova]

Just a side-note...

If you're looking to get rid of the Speedtouch ST536v6, please let me know. I've been wanting to get my hands on one.

[Suradit]

This is the information I got from the modem interface (?) right now while everything seems to be working well. Not sure if it's what you were looking for. I allegedly have the TOT goldcyber 2M service.

[Pib]

You are getting close but I didn't see anything saying SNR or Attenuation. It's probably in another submenu....you are close to finding it...click around the menu structure a little more....you should find some info which looks something like below picture but probably formatted diffrerently.

But in you second picture it seems to indicate your modem is only syncing/connecting at 512Kb versus 2048Kb (2Mb Goldcyber). If that 512Kb is your sync speed you are only getting one-fourth of the speed you are paying for...definite problem.

[Supernova]

If you have 2M service, you should be connecting at 2048 Kbps downstream, not 416 Kbps. The screenshots don't include SNR and Line Attenuation values. We need those... Also take note of any excessive Super Frame (CRC) and HEC errors.

[Suradit]

If you have 2M service, you should be connecting at 2048 Kbps downstream, not 416 Kbps. The screenshots don't include SNR and Line Attenuation values. We need those... Also take note of any excessive Super Frame (CRC) and HEC errors.

OK. I stumbled across this. If the connection speed is incorrect, is that likely a TOT problem or a modem problem?

Thanks for you help with this.

[Supernova]

Somewhat high line attenuation, but better than mine. However, your SNR is very low for 416Kbps line rate. At this speed, your SNR should much higher.

A downstream SNR of 6.0 will cause drop outs. Get your line checked.

[Suradit]

Somewhat high line attenuation, but better than mine. However, your SNR is very low for 416Kbps line rate. At this speed, your SNR should much higher.

A downstream SNR of 6.0 will cause drop outs.

Thanks for all the insight. Maybe I can bring copies of all this to TOT and see what reaction I get.

Is the low SNR likely to be a problem with line quality or modem or just TOT being TOT?

[Supernova]

Most likely a line problem (I'm 99.9% confident it is).

[Supernova]

I assume your line properly filtered...

A faulty splitter can also cause problems. Have you tried connecting without a splitter?

[Suradit]

I assume your line properly filtered...

A faulty splitter can also cause problems. Have you tried connecting without a splitter?

I think you may have solved the problem. I was downloading a podcast with 4 hours remaining. Then reconnected the line without the splitter and the time for completing the download dropped to 44 minutes.

The simplest solution is often the most elegant.

Thanks.

[Supernova]

^ Check your line stats just to be sure.

BTW, a splitter is required if the line is used for *both* ADSL and voice communication.

[Pib]

If you have 2M service, you should be connecting at 2048 Kbps downstream, not 416 Kbps. The screenshots don't include SNR and Line Attenuation values. We need those... Also take note of any excessive Super Frame (CRC) and HEC errors.

OK. I stumbled across this. If the connection speed is incorrect, is that likely a TOT problem or a modem problem?

Thanks for you help with this.

With your SNR of 6 and attenuation of 51, you most likely have a physical line problem (ie., bad connection somewhere between your modem and TOT DSLAM/local station). Take a look at the chart below as to what a SNR of 6 and Attn of 51 is likely to provide. Your poor line quality is probably why the modem can only sync at 512Kb vs the 2048Kb you are paying for...and it's having a hard time just maintaining a sync at 512Kb. If you have other phone devices plugged in around you residence, you might want to unplug them to see if it improves your SNR/Attn, and if you do have multiple outlet jacks you might want to try plugging your modem into a different outlet. If this don't help, time to call TOT again...get them out to your residence armed with the knowledge that you know the DSL line quality is poor. You might also want to check into what TOT Internet Plans are available...I thought they stopped selling Goldcyber about a year ago...there new plans have higher speeds and lower prices. Good luck and cheers.

For S/N Margin Readings:

6bB. or below = Bad and will experience no line synchronisation or intermittent synchronisation problems.

7dB-10dB. = Fair but does not leave much room for variances in conditions.

11dB-20dB. = Good with little or no synchronisation problems

20dB-28dB. = Excellent

29dB. or above = Outstanding

Attenuation Rates:

20bB. and below = Outstanding

20dB-30dB. = Excellent

30dB-40dB. = Very Good

40dB-50dB. = Good

50dB-60dB. = Poor and may experience connectivity issues

60dB. and above = Bad and will experience connectivity issues

[opalhort]

I also had a line problem (TRUE 4Mbps in BKK) a week ago.

Turned out that some mini ants invaded a two-line phone wall socket (one TOT and the TRUE line) which caused a cross-over between the two lines.

After changing sockets to single line ones all was back to normal.

Now all my modem readings are in the excellent to outstanding range according to the list above.

Also the output power of modem and DSLAM is down to below 15db.

The speeds I get now are almost 100% of the ones I pay for (even international most of the time).

opalhort

[Suradit]

With your SNR of 6 and attenuation of 51, you most likely have a physical line problem (ie., bad connection somewhere between your modem and TOT DSLAM/local station).

It's probably in my condo building. I'm on the 14th floor and the line between the TOT connection and my condo was done by the condo telephone person. It's probably bell wire cobbled together with Sellotape. Maybe if I could buy fourteen floors worth of a better quality cable ( any specifications ??) and have someone explain to him what needs to be done with it and bribe a few people here and there ...

It would probably still have some segments made from existing wiring which will still provide a bottle neck.

...I thought they stopped selling Goldcyber about a year ago...there new plans have higher speeds and lower prices. Good luck and cheers.

I got the old goldcyber 4 or 5 years ago. Maybe 18 months ago I "upgraded" to the 2 M service which also reduced my monthly bill to around half of what it had been. My user name still has goldcyber in it although that's probably not the current name of the "service."

After removing the splitter (99% of my phone use is with the mobile anyway) and tweaking a couple of things I saw in the user manual, things have improved. At least I don't keep losing the connection and I've downloaded a bunch of stuff from iTunes without losing my mind. As long as the connection doesn't keep dropping and I can access podcasts, email and bank & broker back in the US, I'm reasonably content. Convincing our somewhat dubious condo telephone person to run a new line may be a textbook case of an expensive exercise in futility.

Maybe sometime soon True will offer Internet access off the satellite service ???? My satellite TV service seems never to have any problems. One can dream... I hope I didn't just put a curse on my satellite TV reception.

Thanks for all the suggestions.

[Supernova]

After removing the splitter (99% of my phone use is with the mobile anyway) and tweaking a couple of things I saw in the user manual, things have improved. At least I don't keep losing the connection and I've downloaded a bunch of stuff from iTunes without losing my mind. As long as the connection doesn't keep dropping and I can access podcasts, email and bank & broker back in the US, I'm reasonably content.

You still need to use a splitter, if only to isolate the ADSL signal from the phone. This will further improve the quality of your connection. Replace the (faulty) splitter if necessary.

[Pib]

After removing the splitter (99% of my phone use is with the mobile anyway) and tweaking a couple of things I saw in the user manual, things have improved. At least I don't keep losing the connection and I've downloaded a bunch of stuff from iTunes without losing my mind. As long as the connection doesn't keep dropping and I can access podcasts, email and bank & broker back in the US, I'm reasonably content.

You still need to use a splitter, if only to isolate the ADSL signal from the phone. This will further improve the quality of your connection. Replace the (faulty) splitter if necessary.

Yeap, without the splitter your land line phone/fax is probably going to be noisy.

[Pib]

With your SNR of 6 and attenuation of 51, you most likely have a physical line problem (ie., bad connection somewhere between your modem and TOT DSLAM/local station).

It's probably in my condo building. I'm on the 14th floor and the line between the TOT connection and my condo was done by the condo telephone person. It's probably bell wire cobbled together with Sellotape. Maybe if I could buy fourteen floors worth of a better quality cable ( any specifications ??) and have someone explain to him what needs to be done with it and bribe a few people here and there ...

It would probably still have some segments made from existing wiring which will still provide a bottle neck.

This is one of the things that can make getting a good internet connection in Thailand so frustrating. The phone company many times won't do much past the entrance to the building and the building management still wants to put the problem on the phone company...it's like being caught between a rock and hard place. You still might want to call TOT again and use your new knowledge to get them to come out and check your line as they usually check the main phone junction boxes in the building...I've even read other posts where the phone company just switched some jumpers in various building junction boxes to basically switch in a better line connection for the person. Good luck and Cheers.

[Suradit]

Yeap, without the splitter your land line phone/fax is probably going to be noisy.

I removed the phone and the splitter. I'll check on a new splitter sometime, but in the meantime anyone I want to talk to calls me on the mobile phone anyway.

The only reason I got the landline phone was because the phone line came with the TOT adsl package.

This is one of the things that can make getting a good internet connection in Thailand so frustrating. The phone company many times won't do much past the entrance to the building and the building management still wants to put the problem on the phone company...it's like being caught between a rock and hard place. You still might want to call TOT again and use your new knowledge to get them to come out and check your line as they usually check the main phone junction boxes in the building...I've even read other posts where the phone company just switched some jumpers in various building junction boxes to basically switch in a better line connection for the person. Good luck and Cheers.

Yes, I will see what I can get them to do. I'm sure they can be "persuaded" to go beyond their official mandate for the right inducement.

[halfhead]

Just a side-note...

If you're looking to get rid of the Speedtouch ST536v6, please let me know. I've been wanting to get my hands on one.

I had one of them modems but I gave it back to my local TOT office,they wanted 1000 baht to cancel the contract

I didnt pay

[spacemunk]

3BB just pissed me off bad

Called them up regarding their modem/router as recently it has been disconnecting/restarting frequently. I had to hard reset the whole thing 2-3 times to get reconnected to the internet.

Spoke to the manager and she said i have to wait a week and a technician will come and check.

So much for service to their customers. If the modem/router died means i still have to wait a week with no internet

[Suradit]

3BB just pissed me off bad

Called them up regarding their modem/router as recently it has been disconnecting/restarting frequently. I had to hard reset the whole thing 2-3 times to get reconnected to the internet.

Spoke to the manager and she said i have to wait a week and a technician will come and check.

So much for service to their customers. If the modem/router died means i still have to wait a week with no internet

That's one reason I am reluctant to change from TOT as bad as it is. It seems if an alternative is found to be better, everyone rushes to it until it is over-subscribed and then it goes downhill rapidly.

I almost decided to go for their 5M premium service @ B2500 per month because I heard so many good things about them. BUT as I expected, there is an almost exact inverse relationship between number of subscribers and quality of service. Maybe if everyone abandons TOT for 3BB, TOT will temporarily provide decent service.

I had one of them modems but I gave it back to my local TOT office,they wanted 1000 baht to cancel the contract

I didnt pay

Yes, they usually offer a "promotional" service based on a minimum one year contract ... but they allow an out if the service doesn't work as expected.

Be careful about walking away from an amount they consider due. There is an incestuous relationship between CAT, TOT and TT&T. If you owe one of them money, the others might refuse you service.

[TravelerEastWest]

That's one reason I am reluctant to change from TOT as bad as it is. It seems if an alternative is found to be better, everyone rushes to it until it is over-subscribed and then it goes downhill rapidly.

I almost decided to go for their 5M premium service @ B2500 per month because I heard so many good things about them. BUT as I expected, there is an almost exact inverse relationship between number of subscribers and quality of service. Maybe if everyone abandons TOT for 3BB, TOT will temporarily provide decent service.

So are you saying that you tested their premium 5/1 service and it was not good?

[Pib]

3BB just pissed me off bad

Called them up regarding their modem/router as recently it has been disconnecting/restarting frequently. I had to hard reset the whole thing 2-3 times to get reconnected to the internet.

Spoke to the manager and she said i have to wait a week and a technician will come and check.

So much for service to their customers. If the modem/router died means i still have to wait a week with no internet

Same recommendation: check your phone line SNR and Attenuation like talked about earlier in this post. If your phone line is bad/funky, you could change your modem every hour/everyday and it wouldn't make a difference.

And by "restarting" you mean you notice there was a few seconds disconnect and reconnect in the modem's status log once daily/every 24 hours, this is pretty much standard for all Thai ISPs as they are confirming the service/modem is still in use...they don't want to leave an issued IP address open if it's not being used. This few seconds disconnect/reconnect is not long enough to cause any issues, expect in unique situations. It's never affected by browsing, downloading, VOIP calls, etc., with TOT doing this every 24 hours. But your discription indicates numerous times a day. As mentioned above, it could be a bad line and not your modem.

[Supernova]

Same recommendation: check your phone line SNR and Attenuation like talked about earlier in this post. If your phone line is bad/funky, you could change your modem every hour/everyday and it wouldn't make a difference.

As mentioned above, it could be a bad line and not your modem.

+1

Loss of signal is usually caused by bad internal wiring or a fault on the line.

Make sure your phone(s) are properly filtered. Do keep in mind, a faulty splitter may also cause dropouts and lower the overall quality of the connection.