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428 posts

Ultimate Geek

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#154224 21-Oct-2014 17:15
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One of my customers had fibre installed this morning.  All good.

However we run Exchange 2007 on an SBS 2008 Server and since the fibre has been connected we've lost our static IP which we need to get e-mail to the server.  I called the helpdesk and they said it would be a few hours but we still don't have our old IP address back yet.  Seems it's just a matter of info getting to the billing system or something.

Can anyone tell me how long this is likely to take?  Is there anything that can be done to speed it up?

Mail is queuing at SMX for now but this won't last too much longer.  I'd really like to see a better process for this, a static IP is very important for some customers.

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  #1159380 21-Oct-2014 17:15
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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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  #1159401 21-Oct-2014 17:29
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As an interim measure can you update your MX records to add a backup mail server with a lower priority?

 
 
 
 




428 posts

Ultimate Geek

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  #1159404 21-Oct-2014 17:32
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I can change the DNS records but port 25 will be blocked on the new IP address.  It was unblocked on the old address.

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  #1159405 21-Oct-2014 17:34
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I guess you can't open a port on a dynamic IP too. Have you tried calling them again?

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  #1159407 21-Oct-2014 17:40
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port 25 should not be blocked, if I recall this was unblocked over 12 months ago for xtra customers.

It is a wee while since I have used SMX, if I recall you have to log on your SMX account to point to your new mail server ip address there.

If you are sending emails via SMX you probably will not need to change your spf record.

John




I know enough to be dangerous




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Ultimate Geek

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  #1159539 21-Oct-2014 19:52
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You can't change the IP address in SMX yourself any more, you have to get them to do it.

The thing that annoys me is that the CSR I spoke to promised he would push this change through and call me back "shortly" to update me on the status. 

Of course, he never did.  This has happened several times where a CSR promises to call back and never does.

And the 5 minute wait on hold turns out to be 30, and now it's after hours.

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  #1159625 21-Oct-2014 21:16
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Email me pl at spark.co.nz with the details including line number and the static ip you had and I will sort it. Normally the same ip should be used on the dsl and fibre so you switch off the dsl modem and switch on the fibre and you are away.

Edit: It's fixed now.

 
 
 
 




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  #1159721 22-Oct-2014 08:38
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Many thanks to plambrechtsen for his help with this.  If it wasn't for people like him and we had to rely entirely on the Helpdesk, life would be a lot more stressful.



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  #1159812 22-Oct-2014 10:16
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MackinNZ: Many thanks to plambrechtsen for his help with this.  If it wasn't for people like him and we had to rely entirely on the Helpdesk, life would be a lot more stressful.


In fairness to the helpdesk they do a brilliant job and on the odd occasion I need to ring them I find them brilliant. The main issue is that much of the Fibre provisioning isn't yet fully automated so this one needed to be tickled manually. Thankfully I built the stack so know it pretty well, and just needed some customer information to make it happen.

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