home network down

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! 

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

Not sure the picture was actually attached

Neither blue nor green cables are connected.

Hi, yes I have tried that but with no luck. The network keeps going down, twice today so far.

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 @Bordignuzza, thanks for the info. So basically your Wifi disconnects several times a day and the Internet and WAN leds are off when the disconnection occurs, is that correct? I didn’t quite catch whether you have a desktop computer or laptop that’s connected via ethernet-cable or not. If that’s the case, does the wired internet-connection disconnect as well, just like Wifi does? It sounds like an issue related to either the in-house wiring or a problem in the main distribution center. No worries though, like Brian said: we’ll definitely see to getting that fixed! 

Update: I have connected my laptop with ethernet cable and there was no internet access while the network was down. So it's not just wifi

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, 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!

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!