problem with my internet

[vdarsigny]

I have internet with fpl since 3-4 months now and since 2 days my internet disconnect every 1-2 hours. I need to reset my modem to get internet again but after an other 1-2 hours my internet disconnect again and again. I contact the customer service but they say they cannot do anything since when I restart the modem internet is working normally again... but hey it is not normal that I need to reset my modem 5-8 times a day... I bought the biggest modem model thompson.... what can I do I never had this situation with bell...

[FONGO_steve]

Do you remember the name of the customer service rep you spoke to? That was not an acceptable answer that they gave you, and I'd like to make sure that their supervisor takes care of this accordingly.

Also, if you can PM me any details that may help me find your account in our system (phone number, login, name, etc), I will gladly look into this right away for you!

[Jake]

I have noticed a few disconnects through the day also. But I have not had to reset my modem as yet, it usually comes back online within a few minutes.

It's not a big deal as I have not had to re-boot the modem. I would say it started maybe just under a week ago and I notice it maybe 4 or 5 times a day. I just put it down to the cold weather.

[FONGO_steve]

Jake - I'd gladly take a look into your line if you wanted to PM me your username.

The end of winter when there's a lot of thawing and freezing going on, along with excess water run off, can be nutoriously bad on DSL in some areas. We used to have a problem at home where everytime it would rain, our phone line would go distorted - happened for many years until Bell finally made some infrastructure changes in the area. Now, we use freephoneline and the Bell line collects dust..

In regards to the original poster - I have been in touch with them and have a technician checking out their DSL line as we speak.

[vdarsigny]

still not working, didn't receive any call but my phone turn off with the internet as I have my home phone number with you guys too so maybe the technician didn't contact us yet or he tried but the phone was down (we actually receive email from 3 persons of our family who were not able to contact us yesterday) please help this situation is just unbelievable... probably a modem issue but it is only 3-4 months old????

[laurent]

The first thing to do when suspecting intermittent DSL is to request a line test. Every ISP can either do it live, or order it to the company the supplies them the DSL resale. This test will look into your line quality, but most importantly the signal-to-noise ratios of your line. Most physical line quality problems (squirrels, water infiltration, oxidation, etc) will cause the noise ratio to go in the "ugly" range. It is then technicians from Bell that will do the legwork and check the actual wiring. I've had two lines repaired this way so far.

If, however, the line stats come back as very good, then either the problem is very intermittent (like only when it rains), in which case you need to synchronize your requests for line tests with moments where the problem is apparent, or the problem is with the equipment. Typically, Bell (or the DSL provider) will switch the modem on their end, see if it helps. You can then change your modem to see if it helps. Swap your modem with a friend's perhaps.