home network down

Hi @Bordignuzza , I'm sorry to hear that but I can confirm that we’ve received the request from Ziggo for the 29th of July. If there is anything else I can do for you do let me know and I wish you the best!

Hi,

I've instructed Ziggo to cancel my TMobile thuis subscription. With cable there should be no DSL issues. I have a month to try it and see how it works.

I understand that it's TMobile policy/agreement with the network provider and not your lack of will, but by doing so TMobile lost a client. 

Best,

F

Hi @Bordignuzza, 

First off, I'm on your side, I want to help you fix this situation and keep you as a happy customer. Please be aware if the ISRA is not fixed, you'll have issues with every other DSL provider there is. The best way is to make an appointment with a certified mechanic to remove the bridge tap. Another way could be is to place pictures in this thread (as detailed as possible). Then I or another Community user could assist in the situation. It is, however, outside the service reach of us as a provider, so help here is not guaranteed. But don't let that stop you, I'll use my network to the best of my abilities!

Hi,

We can see where the phone cable enters the property and we can track it up to the ISRA point (about 4 meters in total). There are no other phone sockets in the house that we can see and that the owner can think of.

This is an old 1940s building and perhaps the bridge tap is next door outside the flat, before it reaches our ISRA point.

On another note, the wifi went off yesterday and the modem switch itself off randomly.

Since TMobile does not assist the only solution I have is to cancel my 12 month subscription next week, luckily it expires at the end of July.

Regards,

Fran

Hi @Bordignuzza, how unfortunate this may be, we can't send over technicians to fix bridge taps. Bridge taps are located inside the ISRA and the ISRA - please excuse me for putting this so bluntly - is the main responsibility of the homeowner. 

To explain a bridge tap more clearly: early on there were analog telephone lines and often more telephone sets were connected to them.
A line typically had a "connection factor" of 5 and a telephone usually a connection factor of 1.5 (eg T65), an additional bell: 0.5 (if I recall correctly).
All were usually "knotted" together; all devices on a line so that you could listen / talk on each (i.e. devices such as the T65 had the possibility to work together via a 4-wire connection that only has the first recorded connection). 

Getting rid of the tap itself is quite easy, however you do need to identify where the tap is located, otherwise you'll be cutting wires which needn't be cut. 

Try the following please: the two wires of a (thick) cable that merge into your two wires (four core wires of which two are used) in the ISRA-point. There is a "tap" on it; a branch (second telephone)
Find the "tap" and cut it off. Good luck! 

Hi Jason, 

Can you please book a technician to come over and fix this issue? 

The disconnections are more and more frequent and are affecting our ability to work, there's no possible action on our side as we do not have access to any connection outside of the apartament.

When will you be able to send a technician to fix this? 

Thanks,

I can't find anywhere in the link the steps that would guide me through the process of connecting two wires to the modem. 

Besides, I can't leave the modem in the hallway next to the ISRA point.

I'll just cancel TMobile  when it expires in a few months.

Thanks you for your help anyway. 

F

Hi @Bordignuzza, thanks for the second picture! It looks like the loop might be inside your ISRA, instead of on the outside. Sometimes loops occur on the inside, which make it nearly impossible to identify. However, oftentimes the connection is fixed once you connect the red and blue wires directly to the modem. Have you tried following the steps in the link that Piotr sent you? 

Not sure the picture was actually attached

Just one more thing.

If you look at the attached picture you'll see that there is no connection between the plug and the cables to which the extension is attached. That's why I don't understand where the loop is.

Thanks

F

The picture I sent is the plug the engineer sent by TMobile has identified as the entry point of the phone cables. My understanding is that this is what you call the ISRA point, please confirm. He has done an extension (see pictures previously sent) so that we could plug the modem. 

Now, I've been asked to plug the modem directly to the ISRA point: can you let me know how do I do that? Can someone call and guide me through?

Also, is the message sent by Brian implying that the engineer has connected the wrong cables?

I am fed up with this: I don't have the time or the wish to start fiddling with cables also considering there is someone paid to do this.

My contract expires in July I am thinking to change provider and pay one that has support available.

F

Hi @Bordignuzza For some additional information, the correct wires normally are red and blue and I see that orange and white have been shielded in the picture so blue - red should be the right combination in this case.

Hey @Bordignuzza,

I can imagine you want this solved as soon as possible! Our engineers came with a conclusion that there's a so called 'bridge tap' in your house. By opening the ISRA point and removing the loop behind it or removing the connected plug, you can in most cases simply disconnect the bridge tap. Have you tried to connect your modem directly to your ISRA point? You could also try to connect your modem directly with the loose wires (red & blue). Here you can find a guideline how to do so. 

Neither blue nor green cables are connected.

Hey @Bordignuzza, I’m here to help! Thanks for making the picture. I see a number of cables, but it’s not clear to me if those cables are connected to something. For example, it looks like the blue cable isn’t connected at all, is that correct? And could you please tell me where the green cables are going to? Are they connected? The reason why I ask is because this could indicate the issue. Thanks in advance for your reply! 

Can anyone reply? Network keeps going down and we can't find the loop.

Can we have someone coming over or call? 

It's been going on for months now and we  need proper support.

Hi,

We had a look at the ISRA point but we cannot locate any loop.

Can you point that out in the picture attached?

F

Hi @Bordignuzza, our experts have thoroughly analyzed your connection and they have found that a bridge tap (branching off the ISRA point) is the cause of the issues you are experiencing.

A bridge tap can be quite the disrupting factor. Fortunately, you can remove this yourself and we're happy to explain how to do it. Click here to go directly to the correct topic regarding bridge taps. This way you can solve it yourself whenever it suits you best. 

If you could you use a little help, don't hesitate to ask in the bridge tap topic. Good luck and stay safe!

Hi,

Any news on when we can get someone to have a look or call?

Any chance the problem could be the router and you could send us a new one?

Internet keeps dropping, now also in the evenings.

Thanks,

Fran

Hey @Bordignuzza,

I've informed our technical department right away regarding this issue. They are doing their utterly best to solve this problem for you. As soon as we know more, we'll contact you. I'm very sorry for the inconvenience. But help is on the way!

Hello,

We have switched the router on and off a few times in the past two weeks and we only had a couple of disruptions. 

However today it's been really bad and the internet dropped several times already despite the router been switched off twice.

Can we get someone to come over and have a look whether the issue is on your side? It's been a long time now and it's disrupting our jobs :-(

Thanks

Hi @Bordignuzza, there doesn't seem to be anything wrong with the installation per say. What I did notice however, is that your modem's been online for 32 days without interruption. Could you please try and reset the modem by unplugging the power cord for 20 seconds and then re-plugging it? If that still doesn't work, try to perform a factory reset. I'm sure we'll get your connection stable and up to maximum performance again!

Sorry, pls see photo of the white socket 

Hi, 

Pls see pictures attached.

The router is plugged into the white socket. However the entry point is the round green socket (ancient phone copper wire). The white socket extension was installed by a T-Mobile Engineer. 

Disruptions are more frequent during peak times but randomly in the evenings too.

Thanks,

Fran

Hi @Bordignuzza, thank you for testing. I checked your connection and it indeed seems to be unstable. Is the modem connected directly to the ISRA (the connection point where the internet cable enters the building) or is it connected to a wall socket? If the last option is the case then is it possible to connect the modem directly (so without another router/switch) to the ISRA point with the short cable supplied by us? If this is already the case, could you tell me when the disconnects occur? Are they random or are they happening during certain peak periods like at the start of the evening for example? Let me know!