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174 posts

Master Geek


Topic # 97161 12-Feb-2012 13:58 Send private message

Can't get broadband since this morning. Router sees the line but can't connect (as if password were incorrect). I see xnet website states no network issues and nothing on their twitter (although with 23 followers, is xnet dying?).

Have emailed helpdesk and tried calling. For phone waited 30 minutes on hold ("all our operators are busy") before being dialed through to "you have called after hours please leave a message"). Put phone down and said choice words to no one in particular.

Any body else 1) on Xnet and 2) can't get interwebs?

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Uber Geek
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  Reply # 580495 12-Feb-2012 14:37 Send private message

Working fine for me.

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  Reply # 580498 12-Feb-2012 14:51 Send private message

Works for me.
Tried rebooting your router/modem/etc?



174 posts

Master Geek


  Reply # 580499 12-Feb-2012 14:57 Send private message

Thanks yeah done the usual soft reboot and power reboot. Pretty sure haven't touched router settings .... Left router on overnight and was working when went to bed

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  Reply # 580525 12-Feb-2012 16:13 Send private message

paulchinnz: Thanks yeah done the usual soft reboot and power reboot. Pretty sure haven't touched router settings .... Left router on overnight and was working when went to bed


Sure it isn't the modem. Could be a problem at the exchange too. I had that problem and took chorus days to fix.

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  Reply # 580581 12-Feb-2012 20:02 Send private message

Try a different power supply for the modem. When they get old (~4 years) the capacitors dry out and you either get noise on the power or it drops out all the time.




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Ultimate Geek
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  Reply # 580582 12-Feb-2012 20:10 Send private message

Xnet is working for me here.

Could be your local exchange issue or modem/router issue..



174 posts

Master Geek


  Reply # 582362 16-Feb-2012 13:51 Send private message

Hi thanks fellow Xnet-ers for replies to this. I've delayed posting this because I wanted to give Xnet a bit of a chance to reply to my questions but it's been >2 business days and still nothing so here goes:

Interwebs suddenly flicked back on Monday morning i.e. ~24 hours after it disappeared. Hadn't done anything at my end besides lots of power restarts of the router. Had left it on in first thing before going to work (still nada) but by ~0900 was informed by my other half (at home) that it was back on.

Around about the time it came back on, other half was at home on the phone to Xnet (very quick response this time, unlike Sunday when it seems a certain "[email protected]" was cross-covering as a result of staff shortages). What was discussed is second hand of course, but something along the lines of Xnet making some changes to improve peak-time broadband performance, "but shouldn't have affected your connection".

I sent Xnet an email first thing Tuesday morning asking for a clear first-hand explanation about what exactly they think happened on Sunday to my interwebs but (tellingly?) no response.

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  Reply # 582416 16-Feb-2012 15:41 Send private message

It's frustrating when your internet goes down but I have to say your expectations seems to be a tad unrealistic.

This is IT bro, sometimes things break, sometimes they break as a result of planned work but aren't noticed immediately, sometimes they break on a weekend outside of normal business hours and it takes a while for someone to track down and fix the problem.

It's a residential service, residential prices... best effort with no guarantee of uptime. Definitely no SLA (service level agreement), if you want a SLA with guaranteed uptime/resolution time go for a business plan at business prices.

You're going to have similar results on any ISP offering residential services imo.

Such is life.



174 posts

Master Geek


  Reply # 582421 16-Feb-2012 15:51 Send private message

Thanks Ragnor for the comment. I'm not sure which expectation you referred to. I certainly don't expect 100% uptime and don't think I intimated that in my earlier posts. Interesting you state no SLA for residential, which contradicts what Simon@xnet has just emailed me in a very comprehensive reply:

Some quotes from it:
"There was a work order that upgraded the back-haul connection from BUBA to EUBA that coincided with the drop in your connection on 12/02 12:47am
From what we can see there was an error with the provision of this order, something Chorus Provisioning call a SPOT code. This was finally resolved at 8:33am 13/02"

"Unfortunately I can't tell what the exact cause of this error as that is beyond our scope. The error was resolved as fast as possible and within the SLA for faults with Residential DSL."

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  Reply # 582544 16-Feb-2012 20:45 Send private message

So that means it was a Chorus fault, not an XNet fault, and they do not know the exact details. Sounds fair.




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  Reply # 582546 16-Feb-2012 20:49 Send private message

paulchinnz: Thanks Ragnor for the comment. I'm not sure which expectation you referred to. I certainly don't expect 100% uptime and don't think I intimated that in my earlier posts. Interesting you state no SLA for residential, which contradicts what Simon@xnet has just emailed me in a very comprehensive reply:

Some quotes from it:
"There was a work order that upgraded the back-haul connection from BUBA to EUBA that coincided with the drop in your connection on 12/02 12:47am
From what we can see there was an error with the provision of this order, something Chorus Provisioning call a SPOT code. This was finally resolved at 8:33am 13/02"

"Unfortunately I can't tell what the exact cause of this error as that is beyond our scope. The error was resolved as fast as possible and within the SLA for faults with Residential DSL."


Chorus have SLA's for many services, it's part of the wholesale agreement that they have with ISP's.

As for SLA's on your internet connection? Pay the going rate for a SLA and you will find ISP's offering you one.




174 posts

Master Geek


  Reply # 582571 16-Feb-2012 21:34 Send private message

Niel - yeah agree not Xnet's fault.

sbiddle - I've been updated since my previous post that there isn't a SLA for Residential DSL after all

I guess originally I posted to find out loosely which end of the connection was the problem (me vs. out there/Xnet et al) and then got a bit frustrated by apparent lack of response from Xnet. However today I've thought Xnet have been very thorough with their email responses to me, which is great. Resolved!

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  Reply # 582628 17-Feb-2012 00:00 Send private message

Yep to clarify Chorus have an SLA with ISP's like Xnet for turn around times to fix faults logged with services they provide.




174 posts

Master Geek


  Reply # 582640 17-Feb-2012 07:14 Send private message

Thanks Ragnor. Yeah can't help wondering, If Xnet had been been better staffed on Sunday they may have identified the problem earlier (despite me being a lowly residential customer without a SLA) and thus got Chorus involved earlier (invoking that SLA). Anyway Xnet reckon they'll try harder in future to time upgrades when there's good staffing. Not easy if the staff away on short notice sick leave but they sound like they've got the right intentions.

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