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  Reply # 976620 29-Jan-2014 12:42 Send private message

Yortw: I spoke to Telecom yesterday.

They were happy to give me a credit due to my issues and said it would show on the next bill (no arguments at all), but I don't know how much of a credit it will be yet.

I told them they could close the open case since I had a work around, but I tried to put the hard word on them that it was all their fault for shipping a modem with known incompatibilities and no warning. Not sure if I got that message through or not, they sort of tried to blame MS/Windows, which I didn't accept but it may have been water off a ducks back. I explained about how long the problem had been going on for, how no one had even mentioned checking the DNS let alone the specific modem incompatibility, about the forum post here which quickly resolved it and suggested this was a problem they should already know about.

They DID promise to update all their 'Technical Coaches' and get the information published down to the front line troops so they knew about the issue and that using the Google DNS servers would work as a work around. The guy I spoke to also said he had a modem expert he knew but who was currently away, and he would follow up with him when he got back. I also asked them several times to make sure their help & support pages mention this issue and possible solutions, and I sort of got a 'yeah', but I'm not sure if they really meant it. I guess we'll just have to wait and see what happens.

I'm pretty confident the guy was actually going to talk to the technical coaches, so hopefully their call centre will be more help to other customers in the future.

Now I'm left wondering what to do. Leave my systems pointed at Google ? Buy my own modem ? Wait for a patch ? Try that batch file ? Given my system is working as it is, I'm kinda loathe to do anything that might upset it, even if it is really just patched and not 'fixed'.

Have you tried using Telecoms DNS servers inputted manually instead of Googles?
122.56.237.1
210.55.111.1



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  Reply # 977716 30-Jan-2014 22:37 Send private message

Hi 8ballmad,

I'm not an expert at networking stuff either, but I believe your laptop should still work fine at work or with your phone as a hotspot. All we've done is told Windows to go directly to the DNS servers instead of forwarding requests to the modem/router (at least as I understand it). Google's servers are still able to understand whatever new thing 8.1 does, whereas the Technicolour modems from Telecom can't.

I did try to lookup what the change was in 8.1, but the technical detail was more than I cared to try and understand deeply/carefully. It looks like a performance improvement with the name lookups, possibly related to multi-threading the requests, but I'm not sure. In any case, unless your office network is blocking the DNS servers you use (which seems unlikely), it should be fine.



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  Reply # 977717 30-Jan-2014 22:40 Send private message

Hi Trig42,

I haven't tried using Telecom's DNS servers on my Windows adapters because now that it's working I don't really care. What I can tell you is my modem had the correct Telecom DNS servers in it when I had the problem. I believe 8ballmad has configured his Windows adapter to use the Telecom DNS and that solved it. The issue appears to be Win 8.1 -> the Technicolour modem. If you setup Windows to go to any other device or server that can do DNS and doesn't have the same incompatibility as the Technicolour modem then it works fine. So far, the only thing I know of that is incompatible is the Technicolour modem - my old ADSL router, Google's DNS servers etc. all work fine.

Basically at this point I would expect any working DNS server to work, but only if you configure it in Windows and don't go through the modem.

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  Reply # 977719 30-Jan-2014 22:43 Send private message

It would seem some telecom CSRs are informed.
Telecom walked a more computer illiterate family member of mine through setting up a manual DNS address on her windows 8.1 laptop after they got VDSL installed



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  Reply # 977723 30-Jan-2014 22:44 Send private message

Batwing, re the credit - I made the point to them that I hadn't been able to use the web for a month, and that their service with regards to fixing the problem had been very poor. I admitted I could and had used VPN's and some game downloads so it wasn't like I had no service at all, but virtually none given we use the web most often. They simply said, "Sure a credit is no problem, it will be on your next bill" - but they didn't advise how much so while I'm hoping it will be reasonable we'll have to wait and see.



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  Reply # 977727 30-Jan-2014 22:50 Send private message

Hi Stan,

That's good to hear. Was it recently (within the last week), or a while ago ?

They certainly should know if the posts here to be believed.

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Master Geek
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  Reply # 977765 31-Jan-2014 00:38 Send private message

Problem with manually setting telecom's DNS servers instead of a public DNS like Google, is that if you aren't a telecom customer, they will block your DNS requests. For example, if you go to work and work has a connection through vodafone.

Also the issue with the modem will be that it isn't responding to DNS queries correctly for 8.1, no idea why that would be though.




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  Reply # 977767 31-Jan-2014 01:00 Send private message

Out of interest, has anyone analysed what Windows 8.1 is doing differently from every other O/S and platform wrt DNS queries which is causing the (seemingly, quite widespread) problem?  It seems very unusual to alter something like DNS with a point update...

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  Reply # 977843 31-Jan-2014 09:44 Send private message

Hi everyone,  I finally got an emailed response from Telecom regarding this, so hopefully this has filtered down to their help desk team whenever they get a similar query.  Here is what it says:



Thank you for waiting for Telecom to get back to you.  
Our Complex Technical Support team sent me some information that might help you get this issue resolved, if you hadn't tried this yet.  

Windows 8.1 WiFi & DNS issues:   It has been noted that some people are experiencing WiFi issues since upgrading to Windows 8.1. These are not limited to Telecom customers and have nothing to do with the Wifi Telecom supplied modems.  
The issues reported include: The connection is not stable The connection suffers micro pauses or stuttering The connection speed drops considerably The computer does not reconnect via WiFi when woken up from sleep or hibernate mode  

WiFi Solution:   The solutions that are suggested to resolve the issue are:
Update WiFi hardware drivers.  In the majority of reported cases this has resolved the issue. There have been some specific reports of issues with the Broadcom brand network adapter which are installed on Toshiba and Dell laptops but these issues are resolved by a driver update. There are some problems when a network adapter that supports 802.11ac.  Updating the hardware drivers also has resolved this issue. Assuming the modem was purchased from Telecom, which it was in your particular case, we should in theory be able to talk you through that over the phone.  

Windows 8.1 DNS issue - I think that this solution is probably the most relevant for your particular issue:  
It has been noted that some people who use the Technicolor modems are experiencing DNS issues since upgrading to Windows 8.1. The symptoms are that some (seemingly random) websites are timing out for some (not all) customers, and/or the connection drops out or is unreliable.
The solution is to try to manually specify the DNS settings in the PC.  Technicolor are working on a solution for the modem.  
A couple of links that we have that I'd like you to try, to try and get this resolved:
How to manually specify DNS servers:   http://help.telecom.co.nz/app/answers/detail/a_id/3701  
Telecom's DNS servers:   http://help.telecom.co.nz/app/answers/detail/a_id/1274/  

Please try manually specifying the DNS servers if you haven't already, and let me know if that helps.  

Kind regards,
M*** Customer Care Online

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Wannabe Geek


  Reply # 977857 31-Jan-2014 09:58 Send private message

HiTM4N: Problem with manually setting telecom's DNS servers instead of a public DNS like Google, is that if you aren't a telecom customer, they will block your DNS requests. For example, if you go to work and work has a connection through vodafone.

Also the issue with the modem will be that it isn't responding to DNS queries correctly for 8.1, no idea why that would be though.


Hi HiTM4N,

thanks for that info as I wondered if manually setting the DNS servers to Telecom would affect me trying to connect somewhere else.  Luckily for me, my work is also on the Telecom network.  

Again, excuse my ignorance, but just to clarify... if I tried to connect to a cafe or location which has free wifi that isn't on the Telecom network, then I wouldn't be able to connect? i.e I would need to reset my DNS servers to Googles?



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  Reply # 977858 31-Jan-2014 10:00 Send private message

It depends on how the network you are connecting to is configured.




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  Reply # 990716 19-Feb-2014 20:15 Send private message

plambrechtsen:
The firmware is being actively tested.. and yes will be pushed out using tr-069 once it's been signed off.


Has this issue been resolved yet? I'm about to return a repaired Windows 8.1 laptop to a customer. Manually setting DNS is not an option due to laptop being used on various connections.
If it's not resolved and my customer has an issue, what's the process for getting their router swapped to the new Huawei model?

Thanks!





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  Reply # 990732 19-Feb-2014 20:36 Send private message

coffeebaron:
plambrechtsen:
The firmware is being actively tested.. and yes will be pushed out using tr-069 once it's been signed off.


Has this issue been resolved yet? I'm about to return a repaired Windows 8.1 laptop to a customer. Manually setting DNS is not an option due to laptop being used on various connections.
If it's not resolved and my customer has an issue, what's the process for getting their router swapped to the new Huawei model?

Thanks!



You know how to email me. .




I work for Telecom, but as always my views are my own.

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  Reply # 990744 19-Feb-2014 21:11 Send private message

@pl - thanks




Chorus has spent $1.4 billion on making their ADSL broadband network faster. Why not spend a couple of hundred to make sure you are getting the most out of your connection?
Geekzone special price: $150* for master splitter install, normally $200+ through your ISP. Auckland and Waikato areas.
*Travel charges may apply. Additional costs may apply for complex installs.
I install - Naked DSL, DSL Master Splitters, VoIP, RBI Rural Broadband. Also a dealer for WorldxChange.
Need help in Auckland or Waikato? Click my email button, or email me direct: [my user name] at geekzonemail dot com

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  Reply # 990871 20-Feb-2014 07:35 Send private message

It seems like coffeebarons questions are relevant to the thread in general, asking for an update etc. Unless all affected should all email you? ;)

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