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195 posts

Master Geek


#196851 15-Jun-2016 12:37
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It's not Alyse's fault....

 

 

 

Please find below the transcript of the chat session that you initiated on Wednesday, June 15, 2016 11:27:40 AM NZST.
Sincerely,
Spark
==============================================================================
00:00:03 Spark : Question:The Spark supplied Huawei HG659b router is causing me all kinds of problems with wifi. I've spent the last few weeks trying different things in order to reduce/eliminate issues with dropouts and hanging etc, interference, but not getting very far. Help!?
00:11:00 Alyse : Hi Matt, sorry to hear that, let me take a look, can I grab your ph #?
00:11:23 Matt : I don't have a landline
00:12:02 Matt : account number is ******
00:12:07 Alyse : Thanks
00:13:32 Alyse : Have your tried changing the wireless channels. we suggest channels 1. 6 or 11
00:13:57 Matt : yes, i've tried that. no improvement
00:15:11 Alyse : did you try all the channels? have you tried running a wireless analyser in your house to see what channels would be best?
00:16:25 Matt : Yes I have. Currently I have it on channel 9, as I've checked and neighbours have theirs at 1, 6 and 11. Still getting occasional dropouts - very frustrating.
00:17:03 Matt : I think what I'm finding is that the HG659b is just not suitable for our house
00:17:22 Matt : do you have any alternatives?
00:17:53 Alyse : Sorry but that is the best Fibre modem we have
00:19:33 Matt : what if I purchased a different modem that would be more suitable? Would Spark be able to offer a credit on my account to offset it? It's very frustrating to have a nice fibre line and constantly have wifi issues so we can't use it to it's full extent.
00:25:04 Alyse : We can send you a new HG659 to see if that will help, but the modem is suitable to most users and we can't credit you for the modem
00:25:43 Matt : I don't want a new HG659. I want a modem that's suitable for me.
00:28:35 Matt : what can you do to help me?
00:28:42 Alyse : I'm sorry but that is the only modem we can supply
00:33:11 Alyse : At this stage all we can do is offer to replace your current modem with the modem which we supply with at the moment is the same model
00:34:00 Matt : well, I don't think that's going to help me.
00:34:04 Matt : ok, bye


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5814 posts

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  #1572312 15-Jun-2016 12:37
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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:

 





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.



6434 posts

Uber Geek


  #1572322 15-Jun-2016 12:41
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If the modem is faulty, they've offered to replace it.

 

How much did you pay for the modem?  probably $0.  So should they credit your account for $0?

 

 

 

have you tried other modems to figure out if it will actually be better to switch?  Most wifi issues are related to wifi congestion, NOT the modem itself.

 

 

 

 


 
 
 
 


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  #1572323 15-Jun-2016 12:42
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WiFi issues are something no RSP can fix.

 

Channel 9 on an overlap of channel 6 and 11 anyway. In some situations you're better being on the same channel as other strong signals, and not using an overlapping frequency.

 

 

 

 




195 posts

Master Geek


  #1572324 15-Jun-2016 12:43
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NonprayingMantis:

 

If the modem is faulty, they've offered to replace it.

 

How much did you pay for the modem?  probably $0.  So should they credit your account for $0?

 

 

 

have you tried other modems to figure out if it will actually be better to switch?  Most wifi issues are related to wifi congestion, NOT the modem itself.

 

 

 

 

 

 

 

 

Where could I get a modem to 'try'? I'd need it for a week or so to check stability.


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Vocus

  #1572325 15-Jun-2016 12:45
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Use channel 1, 6, or 11 for starters.  Two APs sharing a channel is actually a lot better than having them on overlapping channels.

 

Second, get a 5Ghz access point and add it on, unlikely to be much interference in 5Ghz range. did not realise already 5Ghz in 659b


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  #1572326 15-Jun-2016 12:46
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Answer: Use Ethernet.

 

Also, read this: http://pages.bigpipe.co.nz/the-bigpipe-big-guide-to-wifi/ and even this thread. The HG659b is totally fine as a router and you'll note it is even the router that BigPipe provide. If you want anything better then go out and buy one or use Ethernet.







195 posts

Master Geek


  #1572330 15-Jun-2016 12:52
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sbiddle:

 

WiFi issues are something no RSP can fix.

 

Channel 9 on an overlap of channel 6 and 11 anyway. In some situations you're better being on the same channel as other strong signals, and not using an overlapping frequency.

 

 

 

 

 

 

 

 

Agreed. Have been trying on all channels anyway and still getting issues - 9 just happens to be the last one I've left it on.


 
 
 
 




195 posts

Master Geek


  #1572334 15-Jun-2016 12:56
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michaelmurfy:

 

Answer: Use Ethernet.

 

Also, read this: http://pages.bigpipe.co.nz/the-bigpipe-big-guide-to-wifi/ and even this thread. The HG659b is totally fine as a router and you'll note it is even the router that BigPipe provide. If you want anything better then go out and buy one or use Ethernet.

 

 

 

 

Yes, so far the HG659b is great on a wired connection. Absolutely solid. It's the wifi that seems poor.

 

But it's 2016, smartphones/tablets are everywhere. I would think good wifi performance is a must.


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  #1572337 15-Jun-2016 12:58
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HG659 is fine.   If you're on 5G then expect dropouts every now and again is my general rule.

 

Nothing stopping you buying a nice new $200 fibre router, just check it does VLAN tagging. I wouldn't expect a credit for it.

 

I enjoyed the circular conversation though..


138 posts

Master Geek


  #1572355 15-Jun-2016 13:05
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If you have a wifi analyzer on your computer then try and choose either channel 1 6 or 11 based on the lowest signal strength you can observe from your neighbours on any of those channels. Is the HG659b located centrally in the house and elevated as much as possible to get around natural signal blocking obtsacles in the house. Do you have a microwave nearby - that will cause dropouts on 2.4 Ghz every time it is switched on.




195 posts

Master Geek


  #1572357 15-Jun-2016 13:06
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jonb:

 

HG659 is fine.   If you're on 5G then expect dropouts every now and again is my general rule.

 

Nothing stopping you buying a nice new $200 fibre router, just check it does VLAN tagging. I wouldn't expect a credit for it.

 

I enjoyed the circular conversation though..

 

 

 

 

Except the $200....

 

I'm really just trying to gauge people's opinions here. My perception is that good wifi performance is part of the Spark service. Maybe I'm wrong. But if I'm right, surely some help other than, 'we'll replace the modem' could be forthcoming.

 

 


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  #1572360 15-Jun-2016 13:09
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If you have an android phone, grab this and wander around your house... It gives a great view of relative signal strength in various places and a clear view of how many people you have competing for the unlicensed band...

 

 

 

https://play.google.com/store/apps/details?id=com.farproc.wifi.analyzer&hl=en

 

 

 

There's nothing inherently wrong/bad with the 659b with respect to wireless... Are there other devices that might suit your particular requirements better? Almost certainly yes, but it's fine for most people and it's not feasible to maintain multiple supported current CPE devices, nor is it sensible to change them frequently - it creates support nightmares.

 

 

 

Personally I still use an old HG630 and it's fine - but I only use wireless for my Phone - everything is is cabled. If you have a choice, use cable, it's just better.

 

 

 

Cheers - N

 

 





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Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.


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  #1572361 15-Jun-2016 13:10
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mattyb:

 

 

 

But it's 2016, smartphones/tablets are everywhere. I would think good wifi performance is a must.

 

 

Is a new year somehow meant to magically change the laws of physics? WiFi interference, particularly on 2.4ghz bands is not a new issue, nor one that will go away any time soon.

 

There is no panacea here, but replacing all your devices with 802.11AC ones, and deploying sufficient 802.11AC WAP's to gain decent coverage throughout the house will be a good start.

 

 

 

 

 

 





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  #1572363 15-Jun-2016 13:13
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When I got the upgrade from 30 to 100 UFB, I was able to get Spark to replace the HG632 due to being only 10/100 ethernet, so it could never reach 100mbps even on ethernet.  It could get 60mpbs on wifi-n, which was the main reason I wanted to get to hg659.  They were ok about that.

 

Having the 659, which is capable of ~300mpbs on AC wifi, I would say if you having your own issues - coverage / disconnects - apart from sending you a replacement of the same, in my opinion that is as far as their responsibility goes.


6434 posts

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  #1572366 15-Jun-2016 13:16
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mattyb:

 

michaelmurfy:

 

Answer: Use Ethernet.

 

Also, read this: http://pages.bigpipe.co.nz/the-bigpipe-big-guide-to-wifi/ and even this thread. The HG659b is totally fine as a router and you'll note it is even the router that BigPipe provide. If you want anything better then go out and buy one or use Ethernet.

 

 

 

 

Yes, so far the HG659b is great on a wired connection. Absolutely solid. It's the wifi that seems poor.

 

But it's 2016, smartphones/tablets are everywhere. I would think good wifi performance is a must.

 

 

the wifi on the HG659 is fine. I have one at home and can easily get my full VDSL line rate testing over the 5GHz wifi.

 

the space in your house is probably causing the issue.

 

 

 

let me give you an analogy a little different from the water/kettle one used in that article:

 

 

 

you buy a ferrari from your local dealer.  It's advertised as having top speed of 300kph.

 

sweet!

 

 

 

you take it out on the southern motorway at 8.30am on a monday morning and find that the fastest you can go is 30kph because of all the traffic clogging up the road.

 

Is that because the ferrari is bad?

 

or is it because of the road you are trying to use that happens to be full of other cars?

 

If you called your ferrari dealer do you think they should give you a refund because of this?

 

 

 

 


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