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Topic # 140783 20-Feb-2014 09:22 Send private message

Last night I've sent an e-mail and got a ticket raised for this issue, hoping one of the staff would not mind checking it out while I'm at work today as I have to work from home tomorrow and will need good internet access.

Modem sync has always been about 8-10MBps, since our exchange went to ADSL2+ (and was the first one).  Later yesterday afternoon or early evening suddenly it dropped to about 500k down and 650k up.  Did a modem reboot, swapped modem with a known good one, swapped the power supply, unplugged the phone line and plugged it back in (to wipe contacts).  All the stats appear the same as before, but I did copy it into the help request as my memory is not that good.  House was new-built 2 1/2 years ago with new underground phone connection to the pole, then overhead line to the junction at the other side of the road, all looks okay.  Suspect exchange port fault.  Help would be greatly appreciated.  I can see I have not received a reply to my home e-mail address, but I can't see line stats remotely so don't know if anything has been done yet.

Thanks.




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  Reply # 990913 20-Feb-2014 09:22 Send private message

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router
- your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap
- your tests are always done on an ethernet connection to the router - do not use wireless for testing
- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan
- Type of connection (ADSL, ADSL2, VDSL)
- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
- Your general location (or street)
- If you are rural or urban
- If you know your connection is to an exchange, cabinet or conklin
- If your connection is to a ULL or wholesale service
- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)
- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



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  Reply # 990922 20-Feb-2014 09:24 Send private message

Guys are on it  ... opps sorry Neil :)




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  Reply # 990941 20-Feb-2014 09:36 Send private message

Hi Niel,

We'll try to see what a port reset brings up, will let you know once Chorus actioned it.



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  Reply # 990948 20-Feb-2014 09:49 Send private message

Thanks, love you guys for quick responses since day 1 ;-).




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  Reply # 990974 20-Feb-2014 10:23 Send private message

Hi Niel,

Look like port reset didn't change much.
If you've already did all the checks in this thread http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=27834 then I'm happy to get a technician sent out asap.

Please let me know if you want me to go ahead.

Andrei.



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  Reply # 990990 20-Feb-2014 10:58 Send private message

Thanks.  No filter as I'm on Fusion.  Last night did swap modem and power supply for my spare, no difference.  The only thing I did not swap is the phone cable, however the modem reports 45dB line attenuation which lines up with about 3km from the exchange.  Modem/jack is in a safe place and wiring is inside wall/ceiling, no one disturbed anything.  I'd appreciate a technician to be sent out.




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  Reply # 990997 20-Feb-2014 11:10 Send private message

Ok, asked for dispatch, tech should contact you on mobile before attending the job, no RFS yet though.

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  Reply # 991137 20-Feb-2014 14:19 Send private message

Tech assigned to go out before 11am tomorrow, keep your mobile close as they will call before going on site (if that is needed).



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  Reply # 991280 20-Feb-2014 18:09 Send private message

Thanks, all good now. Technician phoned just as I got into my car to go home and spent almost 2h at the pole on the other side of the road. Looks like some kids fiddled with the cable where it goes underground. Speed is super fast again (well, 9Mbps down and 1Mbps up). Thanks for the quick response as always.




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  Reply # 991293 20-Feb-2014 18:32 Send private message

Niel: Thanks.  No filter as I'm on Fusion.  Last night did swap modem and power supply for my spare, no difference.  The only thing I did not swap is the phone cable, however the modem reports 45dB line attenuation which lines up with about 3km from the exchange.  Modem/jack is in a safe place and wiring is inside wall/ceiling, no one disturbed anything.  I'd appreciate a technician to be sent out.

Let me know if you would like your internal wiring checked out anytime, see if we can squeeze a little more bits out of your connection.




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.
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  Reply # 991520 21-Feb-2014 07:10 Send private message

Thanks Coffeebaron, but it is a new build 2 years old and CAT5 cable about 10m to the demarcation point, connected point-to-point. Speed lines up with the old house (same address, just replaced the house). I believe the issue is because from the boundary the cable runs overhead to the other side of the road, then overhead past 2 sections before it goes underground. If you could replace that...

Or hook up to the dark fibre at my boundary. Wonder why they can't schedule our area which also has a school a couple of blocks away, for enabling the fibre that is already there or pull new fibre through if they have to. Infrastructure is there, but no schedule for fibre (Edgewater, Pakuranga, East Auckland). Sorry, going off on a tangent.




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  Reply # 991523 21-Feb-2014 07:15 Send private message

Glad its sorted Niel




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