Modem Trouble

Hey MajorGeeks,
During the last several months, I have been having intermittent trouble with the DSL modem that the telephone company provided when I signed up for their DSL service. The problem is that the internet connection is often dropped, or timed-out. The modem is a Westell 327W.

The phone company offers free 24/7 service over the telephone. I have called several times and have spoken with several technicians who insist the DSL service itself is fine, but that the trouble is that the modem needs to be authenticated. Several times - and four times during one night - I have been instructed to and have reset the modem, account name, password, and even set up a new connection. All of this has not resolved the problem.

Ironically, no technician has asked for any of the diagnostic logs that may indicate what the trouble is. The last technician told me that if I experienced the problem again, the likely course would be to replace the modem. I asked her what that would entail, but she would not elaborate.

Would any of you please be able to look at the recent complete diagostic log from the modem that I have? If someone could tell me what the problem seems to be, I would definitely appreciate it.

Thank you for any assistance you can provide me with this issue.

 

Free technicians many times are just people a tad over qualified to flip a burger.

I'll just start with a simple question then take it from there.

Did the technician have you check all connections?
Phone line... DSL line etc... at least to see if they are properly plugged in.
Also... if that gives you no joy...
If you have an extra DSL phone line filter... switch it out and see what that does for you.

 

Oh, that fact is certainly not lost on me. I have consulted with "free technicians" who work for Dell

The technician did not have to tell me to do all that because I already checked all those things before making the first call The phone company charges me and every other DSL user a monthly fee and that includes the free 24/7 technical support, so I will make as much use of that each time the connection times-out - even if their suggestions are worth less than the "free" tech support. They should be giving me credits (money off) each time I complain of intermittent service (which is just as good as NO service), but they insist there is no line trouble or trouble with their service and that the problem is "authentication" of the modem.

 

But the modem is their problem, you are paying them to use it, therefore they have the obligation to see that it works. Keep after them. ed