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180 posts

Master Geek
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Topic # 138072 18-Dec-2013 21:42 Send private message

Hiya guys, so I recently joined snap! and had my broadband connection installed with new jackpoint and wiring etc on tuesday morning at around 12 midday, this is unfortunately where the problems start. That was sweet right up until the point I noticed during the install, that the conduit leading to the ETP (chorus side not mine) is filled with water and subsequently the line completely submerged beneath the water. 

I pointed this issue out to the chorus technician who at the time didn't really think anything of it, didn't take note from what I could see. I wasn't really fussed about this and the pretty average speeds as it's a fault-able issue that I could log with chorus at a later date. Now from here the real issue arises with the fact I cannot for the life of me get PPP. I can see the logs going out, and then getting a return from what ever radius my connection is still pointing to that it's rejecting because of a 'incorrect login'.

I've subsequently checked this modem (fritz!box 7390) on a seperate VDSL connection (my works test connection at work, not home) and confirmed that it works without fault.  quadruple checked the config on my fritz!box for the right username password, vlan tagging and for PPPOE. Snap unfortunately don't seem to be seeing any authentication attempts coming through to them aswell.

Heres the kicker, the connection was made service given around 2pm on the 17th, I noticed I couldn't get PPP attempts around 5pm, phoned snap to report this, they checked the connection and requested the connection be completed, 30 hours later (well past the 24 hours threshold for the completion mark) it's still under service given.

Snap! unfortunately can't log a fault because they don't own the line yet as the job has not completed, and I'm really stuck here without internet, which I unfortunately need as I will have to work from home over the holiday period. 

I know this is in no way Snaps Fault, problem here is this hasn't been addressed by chorus and it needs to be as it seems a bit silly that chorus can't get a damn job completed even when requested within 24 hours (it isn't unreasonable), or even update the ticket as requested. 

If someone from Snap! Could get back to me and try and get chorus into gear so we can resolve some of these issues (I can deal with the crap speeds just need the internet). I understand nothing will be done until atleast tomorrow (it's 9:40pm at night, I know nothing is going to happen haha), I would just like to get it resolved so I can enjoy the goodness of snap and it's internet :)

Cheers.

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Uber Geek
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  Reply # 954518 18-Dec-2013 21:42 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.





180 posts

Master Geek
+1 received by user: 16


  Reply # 954975 19-Dec-2013 16:38 Send private message

So some good news, is that the job finally got completed by at around 10am this morning. Now due to this, my fault could only be logged after this, so Snap have gone and logged the fault for no PPP, and chorus as of about 40 odd minutes ago came back thinking that it might be miss-jumpered. I asked if it's likely or even possible that a technician will be out there tonight, unfortunately the likely hood of this is well.. Slim to none.

So hopefully I 'might' get some results tonight or tomorrow. Will also have to see if I can log a fault regarding the submerged cable that leads upto the ETP through conduit from the plinth. 

558 posts

Ultimate Geek
+1 received by user: 31


  Reply # 955235 20-Dec-2013 07:44 Send private message

It's a lot more frustrating to deal with issues when under the pressure of holidays and the down tools time that come with it for services. I wish you luck.




http://www.speedtest.net/result/3121421499.png Speed test over wifi.



180 posts

Master Geek
+1 received by user: 16


  Reply # 955314 20-Dec-2013 09:34 Send private message

Unfortunately it seems to have run into another hick-up where the fault was rejected for some reason. I've also raised it with them and had it added to the fault ticket, that the conduit coming from the plinth to the ETP and the fact it's filled with water which would account for the horrendous sync and higher than normal attenuation. The cable also seems to be just standard cat5e which won't be helping the issue. Here to hoping this issue gets fixed today :(

307 posts

Ultimate Geek
+1 received by user: 3


  Reply # 955760 21-Dec-2013 11:31 Send private message

The cable also seems to be just standard cat5e which won't be helping the issue.


Cat5E is more than adequate, the cabling on the street and coming into the house is CAT3.




Disclaimer: Comments I make are NOT on behalf of my employer, these comments are mine and mine alone.

2528 posts

Uber Geek
+1 received by user: 317


  Reply # 955766 21-Dec-2013 11:41 One person supports this post Send private message

matt45:
The cable also seems to be just standard cat5e which won't be helping the issue.


Cat5E is more than adequate, the cabling on the street and coming into the house is CAT3.


I'd suggest standard cat5e is inadequate in this situation. Given it is submerged it will very quickly deteriorate and have a detrimental effect on performance. Gel filled / outdoor rated would be more suitable.

307 posts

Ultimate Geek
+1 received by user: 3


  Reply # 955770 21-Dec-2013 11:44 Send private message

RunningMan:
matt45:
The cable also seems to be just standard cat5e which won't be helping the issue.


Cat5E is more than adequate, the cabling on the street and coming into the house is CAT3.


I'd suggest standard cat5e is inadequate in this situation. Given it is submerged it will very quickly deteriorate and have a detrimental effect on performance. Gel filled / outdoor rated would be more suitable.


Wait what, i may have mis read ... no way should there be external cat5 if the service lead going out to the street is cat5 then it has not been installed by anyone accredited and is completely non compliant.




Disclaimer: Comments I make are NOT on behalf of my employer, these comments are mine and mine alone.

2528 posts

Uber Geek
+1 received by user: 317


  Reply # 955774 21-Dec-2013 12:00 Send private message

Yeah, I'm fairly sure the OP is talking about the underground lead in (which is currently also under water) from the street to the ETP, and this should most definitely not be standard cat5e....

May have misread myself though!



180 posts

Master Geek
+1 received by user: 16


  Reply # 955778 21-Dec-2013 12:07 One person supports this post Send private message

RunningMan: Yeah, I'm fairly sure the OP is talking about the underground lead in (which is currently also under water) from the street to the ETP, and this should most definitely not be standard cat5e....

May have misread myself though!


Nope your definitely correct on how you read that one :) Also later on in the avo the connection got sorted for the most part. The guy who installed the wiring and jackpoint and did the work at the cabinet made a big balls up mess of the whole job really. Complaint has been laid with how he did the capping work fact he drilled three holes which now need to be fixed, and my sparky flat mate is just going to fix thatstuff up because he simply doesn't want the tosser back to fix up that crap job.

TL;DR Chorus contractor cocked up big time, miss jumpered connection, did a crap installation and overall just bad job. Working now after a much better technician has fixed his stuff-ups, aside from the jack-point and wiring, my sparky friend is doing that.

^__^
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Uber Geek
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  Reply # 955784 21-Dec-2013 12:23 Send private message

sounds like another case of chorus techs failing to do a proper install, look at everything they should be doing at installation, and then leaving when the modem wont sync correctly blaming it on the users configuration.

by any chance did you get the, fritzboxes dont sync for about 12 hours line? i heard that one 3 times between my many visits from chorus, who were astonished that snap were offering vdsl.. and couldnt speak higher of the telecom provided modem.

its just amazing the bullsh!t some techs put out to try to get away and mark the job as "service given"


sparky mate is probably the best option, especially if its taken as an installation fault, and you get the same monkey back..

2528 posts

Uber Geek
+1 received by user: 317


  Reply # 955791 21-Dec-2013 13:04 3 people support this post Send private message

If you can get a bit more water in there it would bring a whole new meaning to surfing the net ;-)

558 posts

Ultimate Geek
+1 received by user: 31


  Reply # 955964 21-Dec-2013 20:28 One person supports this post Send private message

RunningMan: If you can get a bit more water in there it would bring a whole new meaning to surfing the net ;-)


Hah! I needed that laugh.




http://www.speedtest.net/result/3121421499.png Speed test over wifi.

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