Needing some advice with internet drop-outs on remote server.

[forbirun]

Needing some advice with internet drop-outs on remote server.
I am assisting a non-profit business that helps ppl with disabilities that have ongoing internet drop-outs. The connection is lost and internet disconnects.
I have spoken to there tech support (citysystems in Sydney) who don't seem to have a clue which explains why they haven't returned calls.
This problem has been ongoing for more then a year. And citysystems have said its not there end as does Telstra. There is different business in the same shared office area that are with telstra but don't have any trouble at all.
The disconnections happen when connected to there remote server and happens numerous times throughout the day with 1 or 2 computers turned on, on there remote server.
I know these brand modems have an issue with drop-outs with a particular firmware, but they have another Branch in Newcastle that have the same sort of dropout so still assume its at the remote server end. They are with Telstra in Wollongong and new Castles CBD on adsl2. Wollongongs modem is a NetGear N300 DGN2200 Wireless Router. I'm not sure if NewCastle have the same but Wollongong branch have changed all there hardware in there office and still same issue.
Is there anyone that has had the same sort of problems or no this company?
I would like to think someone here may have an answer or solution or advising me on what steps I need to take next!
Thanks in advance,
forbirun

[forbirun]

Hi admin,Did I post this in the wrong thread? Getting views but no Responses.. :-)


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[Philquad]

have you tried the stability settings in the telstra account
what sort of remote login, teamviewer?

[forbirun]

Hi PhilQuad,
Its a web based login onto a network. So Once logged in, you have a virtual desktop. All there data is also accessed on the remote server or data centre.
I will take a look at the stability settings.

[Philquad]

yea the ones in telstra online account, only found them last year

im not great on remote stuff but i do know if you use teamviewer & make a set password ect it will log you back on if it disconnects
or it prompts you if you want to

[forbirun]

Thats half the problem Philquad
I don't have a lot of skill in this department either. I am there to assist the tech team who have no fking idea lol
But there shouldn't be 3+ disconnections a day and thats happening at both locations.
There are a few more steps that I need to investigated that are linked with these type of issues.
1. Remove the network switch from the modem and connect directly to the modem as these have a tendency to cause slower line speeds as well as other issues.
2. That link to create a profile also could solve the problem. Thanks for your thoughts brother..
3. I need to write a report with suggestions so they can work out there next move.

[forbirun]

So if these 1st 2 steps dont have anything to do with the current issues and they are refusing to solve this issue, wouldn't that be like bad work practice? Like getting paid for a services they are not providing?

[Philquad]

i wouldnt be paying them
telstra should be able to find any line faults \ stability issues
ive gotten that way with teamviewer now that i set my own password for each pc i log on to, then i can jump in when i want
its a trust thing lol

[forbirun]

That was my initial thought but Telstra have said everything is fine. Which first lead me to think this company don't have a clue.

[lsemmens]

That is the downside of using a third party to supply your internet service. 3rd party - "It isn't us - it's Telstra" : Telstra - "It isn't us - it's 3rd party", and round and round it goes. Personally I've been with Telstra for years and have never had any issues. The buck stops with them as they are the only hardware in town. Even Optarse and Internode use the Telstra Dslams.