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22 posts

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Topic # 88537 17-Aug-2011 20:27 Send private message

I'm pretty much done with WorldxChange.

My speed on their service has never been stellar -- on the best days I get between 3.5 - 4 Mbps down and 350 - 500 kbps up, and that's in the early morning/afternoon when few other people are online. During heavy usage periods I'm lucky if I get 1.5 Mbps. This is in Palmerston North, about 2 km from the CBD.

Those stats are during the best of times... and over the past month or so, it has definitely not been the best of times.

I've been having random, total losses of connectivity almost every day for the past month. When I lost connectivity on my old modem, it wouldn't reconnect automatically even though it's supposed to. That meant if my service went down while I was asleep, I wouldn't find out about it until I woke up to an empty email inbox hours later (I can always tell immediately if service is down or not by the number of emails I wake up to; if it's less than five, I know there's a problem).

I've contacted WxC I don't even know how many times over the past month about this problem, and their response has always been the same: "We can send a tech out to look at the line, but if it turns out to be a problem with your equipment, you'll be charged $200 for the callout."

Well, fine. I finally got hold of a replacement modem just to make sure it wasn't my gear causing the problem. I disconnected my line filter and plugged it directly into the wall jack to make sure the filter also wasn't the problem. I plugged my computer directly into the modem via ethernet to make sure it wasn't my wireless router causing issues. Basically, I pared everything down to the absolute minimum.

 It took over an hour of tinkering and 45 minutes on the phone with WxC tech support before I was finally able to get any sort of connectivity. The first guy I talked to was very helpful, and the issue was temporarily resolved -- for about 30 seconds after I finished my call with him, after which my connection completely dropped out again.

The second guy I talked to was incredibly rude and refused to go over my modem settings over the phone; he insisted it was a line fault and no alteration of settings was going to change anything. When I told him I'd rather make sure it wasn't my modem causing the problem, he said, "I don't want to waste your time or mine going over this when no setting change in the world is going to resolve this issue." I said, "I'd rather waste the time than waste $200 if a Telecom tech comes down here and finds out one simple settings change could have fixed this problem." This guy still refused to work with me, so I insisted he transfer me to someone else. He hung up on me instead. Nice.

I called back, and fortunately I got the first guy again. We spent yet another half hour or so on the phone trying to figure out what was going on with my connection. I finally got to the point where I could do some basic browsing, and he said WxC would monitor my line for faults for six hours -- he insisted this was the only way Telecom would agree to look at the line. Odd that I got two completely different stories from two different techs.

For the first three hours of the six, I had barely any connectivity at all. When my internet service was running at all, I had download speeds of about 1.05 Mbps and upload speeds of 50 kbps -- not a typo. That's on multiple devices, by the way; it's not just one computer on my network that's choking along at a terrible speed, it's all of them.

According to SpeedTest, that means 91% of New Zealand has a faster connection than I do. I live in a city with 80,000+ people in it, so it's not as though I'm in the backblocks. Clearly, something is not right.

I called back at the end of the six hour monitoring period, and the tech told me there had been no reported line faults. No line faults, during a period when I spent half the time unable to access the internet at all. The tech told me WxC would once again monitor my line, and I'm supposed to call them back yet again tomorrow.

I am extremely dissatisfied with WorldxChange's service. This issue should have been fixed a month ago, but I've been dealing with daily outages and terrible speed instead. I work from home as a freelancer, so I am absolutely dependent upon a reliable internet connection. Losing my connection to the internet and spending hours on the phone with tech support means I lose productive time that I could be spending doing my job instead.

I have no confidence that WorldxChange will ever resolve my connectivity issues, considering it's been a month of back-and-forth with no resolution in sight. I keep getting different answers as to whether a Telecom rep can even be persuaded to check the line for issues or not. I've swapped out every bit of my own hardware that could conceivably have been causing these issues, so it's clearly not a hardware issue on my end, yet WorldxChange still insists on waiting, monitoring, and sitting on their hands rather than resolving this issue once and for all.

I can't even remember the last time a company dropped the ball so badly on a service that I'm paying this much for.

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  Reply # 508251 17-Aug-2011 21:41 Send private message

I see your frustration. But consider you have already spent an hour or two on the phone which cost WxC about $100 in labour. The testing would be required to guarantee the fault is at the exchange side. Alternatively you can get a technician sent out and risk paying $200 if they find the fault is on your side.

I'm an electronic engineer and a year or two ago had line issues. I've checked everything I could think of and then asked for a technician to come out. No line tests were done, I took the risk. It turned out the wiring I installed in my roof was chewed off by a mouse. With "installed" I just have to explain stripping wires and twisting them together and taping up. So it was not too hard for a mouse to cause an intermittent connection.

Doing line tests can help pinpoint where the fault is if you do not want to risk paying $200, but you do have the option of risking it.

As for speed, lately I can not complain at all. All issues went away after our roadside cabinet got upgraded, which is not under the control of WxC. I'm now getting 8.5Mbps day and night, very little variation.

Some modems will retry connecting with a timeout, then wait for the line to be unplugged or power to be cycled before attempting again. It depends on what modem you've got.

You have tried different modems, but did you also use a different power adapter? It is very common for a power adapter to go faulty after a few years and then you get noise on the DC power which interferes with the modem.

Hope you find the issue.

PS: I've also had to deal with 1 grumpy support guy, but most of them are friendly.




You can never have enough Volvos!


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  Reply # 508254 17-Aug-2011 21:43 Send private message

OK, we will need some information to help -

What model modem do you have?

What are the DSL stats (connection speed, attenuation etc.) as reported by the modem?

Describe your internal house phone wiring setup

What cabinet / exchange are you connected to? (see http://bcc.telecomwholesale.co.nz/ )

On the face of it, it sounds like it is quite possibly an internal wiring issue that paying the $200 to sort out is the best solution, however, if you can answer the above questions and see where it goes.



22 posts

Geek


  Reply # 508265 17-Aug-2011 21:56 Send private message

What model modem do you have?

D-Link DSL-502T. It's a temporary replacement for my first modem, a Huawei SmartAX MT882.

What are the DSL stats (connection speed, attenuation etc.) as reported by the modem?

SNR Margin -- Downstream 15, Upstream 18 (dB)
Line Attenuation -- Downstream 31, Upstream 17 (dB)
Data Rate -- Downstream 746, Upstream 96 (kbps)

Describe your internal house phone wiring setup?

I have two phone jacks in the lounge and one in each bedroom. The only one in the entire house that's in use is the one my modem is plugged into. The modem was plugged in via a line filter, but I've since removed it.

What cabinet / exchange are you connected to?

I'm hooked up to the main Palmerston North Exchange (PM/Exchange), which appears to be centred in the downtown/CBD area. I am right on the outskirts of its coverage area; once you go literally three houses down the road from me, residences are hooked up to cabinets instead.

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  Reply # 508315 18-Aug-2011 03:14 Send private message

I'm wondering if you're in my neighbourhood (Hokowhitu).
Have had a similar experience recently.
The technician that came to me was kind enough not to charge.
http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=87219&page_no=3#506397




Toys:  Samsung Galaxy S4 (Telecom), iPad 4, Roku, Apple TV, iPod Touch 4, Dell Inspiron 17R SE, Sony 40CX520, TiVo x2, Snap ADSL.

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  Reply # 508318 18-Aug-2011 06:01 Send private message

Let me just say that if a mouse chewed a wire off inside the house then head office will not know if it is reported the wire was chewed off outside the house and the customer does not get charged. Especially if the tech is disgruntled with his employer and looking at getting his own business card out to do private jobs. Often the techs are much more human than you think and will not charge $200 for a 5 minute job. But can't guarantee the one you'll get will be the same.




You can never have enough Volvos!


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Biddle Corp
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  Reply # 508319 18-Aug-2011 06:10 Send private message

Have you tried a new modem yet?

Those dlink's aren't actually worth using as they're total rubbish and have known issues if you're on an Ikanos linecard (ie won't work properly)


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WorldxChange

  Reply # 508321 18-Aug-2011 06:27 Send private message

I have looked at notes around this, the support guys have done pretty much all they can, port resets, modem checks , you have gone through 3 modems same issues, they have yet another tech booked to recheck the exchange, last time it came back fine.... If it is your internal cabling you will have to pay if that's what they find but your not going to lose anything if the Tech finds a network problem then it's free, we see there is a problem and advised we need to get a tech to look at it to get it resolved as we don't believe its the modem,... we want to fix it for you but you have to accept the fact that a technician will have to investigate this.

Also I checked the notes around the CSR response and to be fair here I think he is right, he reviewed the notes and your symptoms, you had no DSL at all so doing the settings would not achieve anything he quite rightly suggested doing the same things will not solve the issue and would waste every bodies time, I know when things are not working and you just want it fixed, sorry you feel that he hung up on you, notes suggested he transferred you back into the tech support queue.

Basically you need to get a Tech on site to find out whats happening as all the tests done by the analyzer and checks suggest a local issues, if it's not and the Tech finds a network problem great he will fix it and you won't have to pay.




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications



22 posts

Geek


  Reply # 508327 18-Aug-2011 07:25 Send private message

GeoffisPure: I'm wondering if you're in my neighbourhood (Hokowhitu).
Have had a similar experience recently.
The technician that came to me was kind enough not to charge.
http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=87219&page_no=3#506397


Yep, I'm in Hokowhitu. On the outskirts of it near Terrace End. My block has not yet been cabinetised, however. The great thing about my part of Hokowhitu is that it's also a dead zone for 3G signals, so I can barely make intelligible phone calls or get mobile data unless I step outside. 



22 posts

Geek


  Reply # 508328 18-Aug-2011 07:32 Send private message

maverick: I have looked at notes around this, the support guys have done pretty much all they can, port resets, modem checks , you have gone through 3 modems same issues, they have yet another tech booked to recheck the exchange, last time it came back fine.... If it is your internal cabling you will have to pay if that's what they find but your not going to lose anything if the Tech finds a network problem then it's free, we see there is a problem and advised we need to get a tech to look at it to get it resolved as we don't believe its the modem,... we want to fix it for you but you have to accept the fact that a technician will have to investigate this.

Also I checked the notes around the CSR response and to be fair here I think he is right, he reviewed the notes and your symptoms, you had no DSL at all so doing the settings would not achieve anything he quite rightly suggested doing the same things will not solve the issue and would waste every bodies time, I know when things are not working and you just want it fixed, sorry you feel that he hung up on you, notes suggested he transferred you back into the tech support queue.

Basically you need to get a Tech on site to find out whats happening as all the tests done by the analyzer and checks suggest a local issues, if it's not and the Tech finds a network problem great he will fix it and you won't have to pay.


If your analyses and checks suggest a local issue, how do I verify that myself before requesting a tech? I absolutely cannot afford the $200+ I'll be charged if the tech decides all my issues are down to faulty wiring in my house rather than a problem on your end.

I had similar issues a couple years ago at this same location when I was on Vodafone broadband. They sent a tech out right away, found problems on their end, and fixed them. From the initial problem to a satisfactory solution it took only a week. 

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  Reply # 508332 18-Aug-2011 07:56 Send private message

Hi, can you connect to the first socket in the house that the cable from the street hits, and ideally when testing remove any cables running off to feed other sockets in the house, ie the idea is to connect to inbound line with no other house wiring connected, this may require some wiring skills, if thats not in your basket then get/pay someone(Chorus) to do it.

Your above stats indicate 2.2km of cable to the exchange, so agrees with your figure, at that distance you should get 12-15Mbs/s not 0.7Mb/s so either something is really workng in the street wiring, or more likely you house wiring.

Cyril

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WorldxChange

  Reply # 508340 18-Aug-2011 08:10 Send private message

rawsoncj:
maverick: I have looked at notes around this, the support guys have done pretty much all they can, port resets, modem checks , you have gone through 3 modems same issues, they have yet another tech booked to recheck the exchange, last time it came back fine.... If it is your internal cabling you will have to pay if that's what they find but your not going to lose anything if the Tech finds a network problem then it's free, we see there is a problem and advised we need to get a tech to look at it to get it resolved as we don't believe its the modem,... we want to fix it for you but you have to accept the fact that a technician will have to investigate this.

Also I checked the notes around the CSR response and to be fair here I think he is right, he reviewed the notes and your symptoms, you had no DSL at all so doing the settings would not achieve anything he quite rightly suggested doing the same things will not solve the issue and would waste every bodies time, I know when things are not working and you just want it fixed, sorry you feel that he hung up on you, notes suggested he transferred you back into the tech support queue.

Basically you need to get a Tech on site to find out whats happening as all the tests done by the analyzer and checks suggest a local issues, if it's not and the Tech finds a network problem great he will fix it and you won't have to pay.


If your analyses and checks suggest a local issue, how do I verify that myself before requesting a tech? I absolutely cannot afford the $200+ I'll be charged if the tech decides all my issues are down to faulty wiring in my house rather than a problem on your end.

I had similar issues a couple years ago at this same location when I was on Vodafone broadband. They sent a tech out right away, found problems on their end, and fixed them. From the initial problem to a satisfactory solution it took only a week. 


Understand $200 is a lot but it's what we get charged from the service company if the issue is a customer one, but looking at what has been tested it is pointing to  a cabling issue probably, not saying it's 100% correct, a Technician may find something different, what we are telling you that it's pointing to that,  how we would you like us to handle this ?, if it is your issue not saying it is but if it is what should we do here ?

Similar looking issues will not always be the same , there are so many elements that make up a DSL connection any part could cause problems, hardware, cabling, exchange data, Internal wiring, External Cabling and all you will see is poor performance or disconnects yet this could be caused by any component of the network, we do not own the physical but we have the tools and it is our job to get this looked at for you, in this case it's pointing to an issue where it needs a tech on site to confirm

Cyrils comments above are the best way to check...





Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications



22 posts

Geek


  Reply # 508342 18-Aug-2011 08:13 Send private message

I have contacted my landlord to see if she will cover the callout fee and any repair costs if a technician determines the fault is in my home's wiring. I'm waiting for her response.

If she responds favourably, I will update you later on and request a tech come out at that point. In the meantime, please stand by.


maverick:
rawsoncj:
maverick: I have looked at notes around this, the support guys have done pretty much all they can, port resets, modem checks , you have gone through 3 modems same issues, they have yet another tech booked to recheck the exchange, last time it came back fine.... If it is your internal cabling you will have to pay if that's what they find but your not going to lose anything if the Tech finds a network problem then it's free, we see there is a problem and advised we need to get a tech to look at it to get it resolved as we don't believe its the modem,... we want to fix it for you but you have to accept the fact that a technician will have to investigate this.

Also I checked the notes around the CSR response and to be fair here I think he is right, he reviewed the notes and your symptoms, you had no DSL at all so doing the settings would not achieve anything he quite rightly suggested doing the same things will not solve the issue and would waste every bodies time, I know when things are not working and you just want it fixed, sorry you feel that he hung up on you, notes suggested he transferred you back into the tech support queue.

Basically you need to get a Tech on site to find out whats happening as all the tests done by the analyzer and checks suggest a local issues, if it's not and the Tech finds a network problem great he will fix it and you won't have to pay.


If your analyses and checks suggest a local issue, how do I verify that myself before requesting a tech? I absolutely cannot afford the $200+ I'll be charged if the tech decides all my issues are down to faulty wiring in my house rather than a problem on your end.

I had similar issues a couple years ago at this same location when I was on Vodafone broadband. They sent a tech out right away, found problems on their end, and fixed them. From the initial problem to a satisfactory solution it took only a week. 


Understand $200 is a lot but it's what we get charged from the service company if the issue is a customer one, but looking at what has been tested it is pointing to  a cabling issue probably, not saying it's 100% correct, a Technician may find something different, what we are telling you that it's pointing to that,  how we would you like us to handle this ?, if it is your issue not saying it is but if it is what should we do here ?

Similar looking issues will not always be the same , there are so many elements that make up a DSL connection any part could cause problems, hardware, cabling, exchange data, Internal wiring, External Cabling and all you will see is poor performance or disconnects yet this could be caused by any component of the network, we do not own the physical but we have the tools and it is our job to get this looked at for you, in this case it's pointing to an issue where it needs a tech on site to confirm

Cyrils comments above are the best way to check...


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  Reply # 508343 18-Aug-2011 08:17 Send private message

sbiddle: Have you tried a new modem yet?

Those dlink's aren't actually worth using as they're total rubbish and have known issues if you're on an Ikanos linecard (ie won't work properly)



+1

Now, looking at the modem stats you have posted (assuming similar stats from the other modem you tried rules out a defective one), it looks like a faulty wiring problem, most likely something loose, corroded or broken. The sync rate you are seeing appears low compared to the attenuation.

Also, given that you see download speeds (sometimes) of over 3Mbps, which you simply couldn't get with your current sync rate, suggests a dodgy connection which is causing the DSL connection to drop and re-sync frequently at vasty differing rates.

rawsoncj:
If your analyses and checks suggest a local issue, how do I verify that myself before requesting a tech? I absolutely cannot afford the $200+ I'll be charged if the tech decides all my issues are down to faulty wiring in my house rather than a problem on your end. 


Unless you are a technician, you probably can't verify it, other than confirming the symptoms are consistant with a wiring fault - either way, they need to be repaired if you are going to get a decent internet connection.

I'd suggest bascially, you can't lose with the technician call out - one of two things will happen:

1) They discover a wiring issue outside your premesis, repair it, and don't bill you $200.

2) They find a wiring issue inside your premesis (i.e. it's your responsibility, not anyone elses), and charge you $200 to fix it (or sometimes less as others have noted). If the problem is your internal wiring, you're going to have to pay somebody, it may as well be the guy who can also check the external wiring at the same time, that way you get your internet going faster, and get back to work more productively.

EIther way, you get your internet fixed, and you only get charged if it's something that is your responsibility - you can't lose!



22 posts

Geek


  Reply # 508347 18-Aug-2011 08:21 Send private message

RunningMan:
sbiddle: Have you tried a new modem yet?

Those dlink's aren't actually worth using as they're total rubbish and have known issues if you're on an Ikanos linecard (ie won't work properly)



The D-Link modem isn't my main modem. It's a temporary replacement for the Huawei SmartAX I was using before, just to verify that my connection issues weren't down to a faulty modem. Based on what I've seen so far, I think I've ruled out the modem as a factor.

I've contacted my landlord to see if she'll cover any repair costs if the fault is down to the internal wiring.

49 posts

Geek


  Reply # 508377 18-Aug-2011 10:02 Send private message

I don't even want to remember the headaches that WorldxChange caused me.  I always found their customer service rude and pointless.  Nothing ever got done and I had the same issues as you, and then some.  I recommend dumping them as soon as possibly.

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