Internet Reconnecting, Connecting. Constantly

  • 1
  • Problem
  • Updated 2 years ago
  • (Edited)
So i had this problem with my internet for about 3 weeks now. had a technician come out and instead of actually fixing the problem all they did was slow down my speeds to basically half, and lied to me about that only my area only supports a 4mb connection instead of 7mb. which infact we have two connection going to the same house and well that connection is just fine on 7mb. while telling me the wires here aren't so good. so instead of actually fixing the wires. they just turn down the speed and say yea its fixed. is that anyones idea of fixing it? Well the problem is back MTS. the very next day after the tech was here. connected, reconnecting. Connecting. Reconnecting. its an endless cycle... Why is it that because mts has a monopoly on internet in my area. customer service is poor to none. don't spend money on actually fixing the problem. just slower the speed and lie to customers... perfect idea of running a monopoly. thanks mts. service was great while it lasted.
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Scott Nn

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  • Unimpressed, Irritated, Annoyed,

Posted 2 years ago

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Amanda, Alum

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Hi Scott,

Thanks for taking the time to post your situation.  I'm sorry you are feeling so frustrated. I'd like to try and help, if I can. 

I've asked someone in Advanced Technical Support to review your comments for me. It sounds like you are on our ADSL network where loop length (distance from the central office) affects eligible speeds.  If your line somehow became synced at a higher rate than eligible, it can cause frequent disconnects.  It sounds like that is what happened so the tech that went to your home reduced the profile to what it's eligible for in order to reduce the frequency of disconnections. 

If you would like to send us an email at community@mts.ca I can ask someone in our Advanced Technical Support to review the comments left by the tech who went to your home and continue to work the problem with you. 

Amanda
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Scott Nn

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So lets say i get synced at a higher speed and works perfectly fine for over two years and all of a sudden causes this problem? I checked the download speed alot over the two years ive lived here and only now it starts causing this problem... This doesnt seem right.
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Clifford Lewis, Champion

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If the tech said wire issue, it may not be something the tech can fix.

 field service techs are able replace drops from the main line to the customer interface.  But if he found the problem is in main line that requires a cable maintenance tech and MTS does not have as many of them as  field service techs.

If the problem is in an underground section of cable the time to fix becomes longer as that requires more resources than just a cable tech.

As you have said that it has happened in the last 3 weeks,  I would not be surprised that you have a wet cable as all telco's have problems like this increase with spring melt / rain.
(Edited)
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Scott Nn

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So lets say its the wire has water getting into it thats causes it, i dont believe its the main wire because the other internet to my house is just fine. Thats why im complaining if it was both of my connections id understand more.
(Edited)
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Clifford Lewis, Champion

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One pair of the cable can be fine while the other one is wet.  It all depends on where they are located in the bundle. 

When I am saying main cable I don't mean the drop feed to your residence.  I am thinking of the large count cable that services all of your street. 
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Scott Nn

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I know what you mean by main cable, but its common to splice into the same cable to the same house. Thats all i was stating.
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mcmanone, Champion

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Morning a bit off topic here but any one know how the profile for the line sync gets chaged is it done on your username ppoe login in or is it done right on the serving card at the dsalm?
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Scott Nn

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I believe its done on the server end of things but mts has a system where the dsl disconnecting will cause the server to lower your speeds to prevent the disconnecting from happening.
(Edited)
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mcmanone, Champion

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Was not sure lol I thought every time you rebooted the modem it would snyc to the max it could.
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Scott Nn

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It should automatically set to the max limit they port you too.