DSL disconnects frequently with error 'DSL not responding (no DSL synchronization)'
7 months ago
Hello! I switched from another Internet provider to Telekom (MagentaHome L) in the middle of July. Everything was fine in the first month, but ever since 19.08, I've been getting more and more frequent disconnections. Even though I'm usually reconnected after a short while, it has become quite an annoyance for home office. Below are snippets from event logs of my router (full event log PDF as attachment), could you help me figure out what the problem could be please? Many thanks!
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26.08.24 10:07:02 DSL is available (DSL synchronized with 111881/42462 kbit/s).
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26.08.24 10:05:26 DSL not responding (no DSL synchronization).
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26.08.24 09:36:22 DSL is available (DSL synchronized with 98414/42462 kbit/s).
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26.08.24 09:33:44 DSL not responding (no DSL synchronization).
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26.08.24 03:25:09 DSL is available (DSL synchronized with 111881/42462 kbit/s).
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26.08.24 03:23:37 DSL not responding (no DSL synchronization).
...
25.08.24 04:03:43 DSL is available (DSL synchronized with 111881/42462 kbit/s).
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25.08.24 04:02:10 DSL not responding (no DSL synchronization).
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24.08.24 03:33:19 DSL is available (DSL synchronized with 111881/42462 kbit/s).
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24.08.24 03:31:48 DSL not responding (no DSL synchronization).
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22.08.24 09:57:30 DSL is available (DSL synchronized with 111881/44027 kbit/s).
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22.08.24 09:56:00 DSL not responding (no DSL synchronization).
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22.08.24 09:55:32 DSL is available (DSL synchronized with 94536/41415 kbit/s).
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22.08.24 09:51:36 DSL not responding (no DSL synchronization).
22.08.24 09:51:23 DSL is available (DSL synchronized with 89911/40858 kbit/s).
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22.08.24 09:49:50 DSL not responding (no DSL synchronization).
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22.08.24 09:05:19 DSL is available (DSL synchronized with 89453/42378 kbit/s).
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22.08.24 09:03:45 DSL not responding (no DSL synchronization).
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22.08.24 09:00:32 DSL is available (DSL synchronized with 104279/42904 kbit/s).
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22.08.24 08:59:01 DSL not responding (no DSL synchronization)
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19.08.24 12:12:23 DSL is available (DSL synchronized with 111881/44027 kbit/s).
19.08.24 12:11:10 DSL synchronization starting (training).
19.08.24 12:10:55 Timeout during PPP negotiation.
19.08.24 12:10:55 IPv6 internet connection was cleared; prefix no longer valid.
19.08.24 12:10:55 Internet connection cleared.
19.08.24 12:10:50 DSL not responding (no DSL synchronization).
...
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7 months ago
@Sean Lee
The type of the used Fritz!Box ist missing, also its installed OS version.
2
Answer
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7 months ago
Model: FRITZ!Box 7520
FRITZ! OS :7.59
Had no such disconnection problems with the same router and router OS in the first month after switching to Telekom.
Thanks!
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7 months ago
@Sean Lee
So you "changed " from 1 & 1 to Telekom? - Do you use power line adapter(s) since 19.08.2024?
Did you check already your line by means of the diagnostic assistant?
https://www.telekom.de/hilfe/hilfe-bei-stoerungen/leitungspruefung?execution268328=e1s2
If this is not possible due to missing possibility to change the language, plse. let me know.
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7 months ago
@Sean Lee Mach mal die Leitungs Diagnose
https://www.telekom.de/hilfe/hilfe-bei-stoerungen?samChecked=true
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7 months ago
@SeanLee
Thank you very much for the pleasant conversation earlier 🙂
As discussed, I was able to detect the disconnections today and have completely reset the line. Please keep an eye on it afterwards to see if it continues to drop out. If so, please report it here again 👍🏽
Best regards
Timur
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7 months ago
@Timur K.
Wäre es nicht mal an der Zeit, den Störungsassistenten auch in englischer Sprache anzubieten?
Hier hätte er schon gute Dienste geleistet - abgesehen davon, dass sich hier schon
Dutzende User in englischer Sprache gemeldet haben.
Bei fast allen mir bekannten Unternehmen kann man auf deren Homepage eine Sprachauswahl treffen -
nur die Telekom bekommt das nicht hin...
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7 months ago
@Frustrierter Helfer a.D.
Kann ich natürlich verstehen und ist auch ein berechtigter Punkt 🙏🏽 Ob sich da was in Zukunft ändern wird, kann ich leider nicht sagen 😕
Viele Grüße
Timur
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6 months ago
I'm the OP, somehow my profile got disconnected from my account and I have to now post under a new name.
Update: after @Timur K. helped me reset my line remotely on 26.08, my internet had been mostly perfect for about 2 weeks until 11.09 when the disconnections started again with a vengeance. There were 3-4 disruptions everyday since 11.09 in the morning around 9:00 to 10:00, which happens to the be time both my wife and I have our daily scrum calls for our respective remote jobs. Totally sucks getting disconnected from the same meeting multiple times everyday, having to switch to mobile data on the phone to get by. Logs from the router are pretty much the same like last time with a lot of
Also got the following once which was new
Overall, these disruptions have made it rather difficult to work from home and we have already started to regret our decision to switch to Telekom. It appears that the reset last time didn't have a lasting effect. Could you kindly help us again please? @Timur K. Thank you for your time!
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6 months ago
Continuing yesterday's post: it's getting even worse, 7 disconnections already today from 10:15 to 11:00.
How is one supposed to use this piece of junk internet, impossible!
What's more, oftentimes when it gets reconnected, not the full advertised bandwidth is available, pointing again to poor line quality.
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6 months ago
Hey @Sean Lee Coder, it's good that you reached out again. We should definitely take another look at the values. Are you using any Wi-Fi boosters like Powerline / Devolo adapters or similar devices by any chance?
Kind regards
Jonas
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6 months ago
Hi, we have nothing of the kind. It's directly from wall socket to FRITZ!Box 7520, from which we also get our Wi-Fi.
Thanks for taking the time and effort!
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6 months ago
Hey @Sean Lee Coder, 👋
thank you for the confirmation. That was important to clarify, as these devices often cause interference with DSL connections.
Regarding your issues: I see from my measurements that it was running great until Thursday morning. After that, the connection dropped, and I noticed many error patterns. Our system " ASSIA " monitors DSL connections in the background and automatically performs repair measures. ASSIA subsequently reduced the download rate to 71 Mbps and checked if the line stabilized. It did, so the download rate has gradually increased again and is now back to the desired value, currently 111 Mbps.
Furthermore, I can see that the line has actually calmed down again. Are you still experiencing significant issues?
Honestly, I would recommend monitoring this for a few more days, especially to see what ASSIA does. Please reach out to me if it doesn't get better or if it even gets worse in the coming days. We are happy to help.
Best regards
Jonas
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6 months ago
Sadly, it happens again: 4 disconnections from 17:40 - 19:35 today and I'm now on reduced speed ~80Mbps.
For sure it's not this bad all the time, but every couple of days I get a burst of disconnections, and it's especially annoying when it happens when one's trying to work.
Please tell me that this is not the expected behaviour from Telekom DSL. 😥
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6 months ago
Hello @Sean Lee Coder, 👋
thank you very much for the nice phone call. As discussed, I have now reserved the technician appointment for you. I hope we can find and fix the problem on-site. Please contact me if you have any questions or if the issue still exists after the appointment. 🙏
Best regards,
Jonas
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