I am hoping we can get a little advice and what the next steps are. We have spent a LOT of time with CenturyLink support, but continuing to have issues. It's beginning occur almost every other day and driving us crazy.
We were upgraded from a 20 to a 40 speed line about 2 months ago. Perhaps it is a coincidence, but our frequent intermittent errors seems to have started since the upgrade. My guess is just a coincidence.
The main issue is we cannot access the internet even though all lights on the modem are green. The internet access does NOT work through wireless or an ethernet connection. Most of the time, it will suddenly start to work again after a few minutes without having to unplug the modem.
About 1 week ago we called CenturyLink tech support and the front line person said they could see line issues and placed an order for a service tech. She also suggested replacing our Actiontec C1000A with the ZyXel C1000Z. I have ordered a C1000Z from Ebay and should have it this week. This rep also mentioned some authentication issues as well.
The service tech showed up on 2/11. Supposedly, he fixed something on the outside of the house. He also moved our C1000A to a different phone port in the house. He said the other one in the office had a more direct connection to the line coming in from outside. In addition, he said my modem was seeing some CRC errors which I found in the admin portal on the modem.
Then, on 2/12, the same thing occurred...dead in the water. Called Technical Support again and saw more line errors. When the guy was at our house he said the line should now accept a speed of 50 due to something he fixed outside. The Technical Support person I was on the line with on 2/12 said that could cause errors and changed something so our maximum speed was on at 40. In addition, he noticed our line quality was around 8, but once he changed the speed from 50 to 40, it shot up to 14 which is the expected range. The rep also had us change our wireless channel to 11. Not sure why because this still occurs with an ethernet connection.
Now today - 2/14. Same thing occurring. Dead in the water. We have no idea how long it had been going on, but noticed it when we woke up. About 15 minutes later of first trying wifi, it worked again...wth. I logged into the modem and noticed the CRC errors were 4756 which is not right.
I called CenturyLink and the rep says there are no problems with the line. It all looks good. We are at a complete loss on next step besides trying the C1000Z that should show up this week.
Long story, but looking for some more input.
edit
Here is the original posting a few days ago when trying to get information on the modem suggested by CenturyLink. I did not go into detail at that time on out root issue.
https://www.dslreports.com/forum/r30577712-Assistance-required-on-CenturyLink-DSL-Modem-confusion
edit
Status from on modem on 2/14
DSL Status
Connection Status
DSL Downstream: 40.127 Mbps
DSL Upstream: 5.12 Mbps
DSL Link Statistics
Link Statistic Status
Broadband Mode Setting: Auto Select
Broadband Mode Detected: VDSL2 - 8A
DSL Link Uptime: 1 Days, 11H:16M:25S
Retrains: 2
Retrains in Last 24 Hours: 0
Loss of Power Link Failures: 0
Loss of Signal Link Failure: 1
Loss of Margin Link Failure: 0
Link Train Errors: 0
Unavailable Seconds: 57
Estimated Loop Length: 1350
Uncanceled Echo: N/A
Transport Mode: PTM
Path Parameter: 201
Priority: 3
Service Type: PTM-Tagged
DSL Power
Levels Downstream Upstream
SNR: 14 dB 20 dB
Attenuation: (DS1)17.4, (DS2)35.5 dB (US1)4.8, (US2)29.1 dB
Power: 16.9 dBm 8.5 dBm
DSL Transport
Transport Downstream Upstream
Packets: 26672883 19584764
Error Packets: 0 0
24 Hour Usage: 223605.01 Mbits 39479.88 Mbits
Total Usage: 223605.01 Mbits 39479.88 Mbits
30 Minute Discarded: 325 665
DSL Channel
Channel Near End Far End
Channel Type: Interleaved Interleaved
CRC Errors: 4798 0
30 Minute CRC: 0 0
RS FEC: 58680 0
30 Minute FEC: 295 0
Thanks.
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