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267 posts

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# 239394 16-Jul-2018 06:20
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I would appreciate some advice - I've had moderately crappy broadband from VF for several years, but never worse than a modem reboot required every so often and low speeds sometime (4Mbps). My wife hit them up for a better deal which, unknown to us, took us off VF Red and onto Chorus infrastructure. Since then we've had multiple disconnects per day (up to 100) with speeds constantly cycling in steps between 0 and 10 Mbps. We're 2.5 km from the exchange on ADSL2 and not going to get fibre for another 18 months. Our landline has always been noisy and my working assumption is that the Chorus kit is less able to cope with it.

 

 

We started logging calls with VF 2-3 months ago. it's hard to get them to talk about the dates on old calls. Their first step was to replace out SHG1500 with an Ultrahub. When that didn't work they called in Chorus who came into the house and told my wife the problem was outside. Chorus then spent 2-3 weeks extending the resolution date, told us they had fixed a bad connection and quietly closed the job, leaving us with the same issue. We opened a new job on Jun 16, a month ago, but this one also seems to have been quietly closed. VF started suggesting that there was a known issue with Ultrahubs and ADSL requiring a firmware fix but now say this isn't in play. A week ago VF ran a 12 hour test on our line with handsets disconnected but we haven't heard anything about results. I've been away for a week and come back to find 1000 cuts over 9 days and constant drop-outs. I called VF again and they say they will relog the job (again) with Chorus as a 'repeat problem' and push for a fix. I had a couple of questions for anyone who cares to advise, please:

 

 

1) The best I get out of the call centre is a text from the latest operator who I can contact some time in the future (if they're at work) but no expectations set on hearing back from them or a resolution. I've been through this loop multiple times and keep getting fobbed off with mobile data top-ups. Is it worth demanding escalation to a supervisor?

 

 

2) I assumed that Chorus had determined on their first visit whether the fault was caused upstream or downstream of the wall jack, but they seem to have just looked for problems on the external line and walked away saying they can't find anything. I have a filter in the wall jack and an extension to downstairs. I'm getting really tempted to disconnect everything from the incoming line but the modem. Is this worth doing (given I'll have to locate a tool & risk screwing it up) or should I leave it to Chorus to establish if I really have an inside wiring issue?

 

 

Thanks

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  # 2056779 16-Jul-2018 07:22
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Internal wiring is your responsibility and nothing to do with Chorus - much like you're responsible for your internal electrical wiring and not your power company. If you pay a wiring maintenance fee Chorus will look at this for you and repair any faults.

 

Statistically speaking internal wiring is the biggest contributor to issues, and without isolating any additional jack points you've really got no way of proceeding further in terms of finding where the fault is.

 

 




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  # 2056783 16-Jul-2018 07:37
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Thanks - I was aware that the internal wiring's mine. I was told that Chorus were responsible for the wire from the exchange to the main outlet in the house. I was hoping that they would actively validate that piece, which would then give me a clear idea that my wiring was the problem, but it looks as though I'm not getting that. On the basis of your advice I think I'll try disconnecting the extension as a start.

 

 

Cheers

 

 


 
 
 
 


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  # 2056785 16-Jul-2018 07:41
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Same advice as the 100s of other threads get the house wiring sorted with a dedicated xDSL jack point and if you are on clothed broadband get a master splitter installed and remove the line filters

John

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  # 2056787 16-Jul-2018 07:43
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Welcome to my world, I am ( was ) in the same boat here in Auckland.

 

I was with 2deg however and all they would say is that you are connected and there is nothing we can do, they refused to get chorus in, when I did get chorus in they confirmed it was a line issue and as fibre was coming soon they were going to do nothing about it, I am now with Netspeed on a Vodafone 4G connection, 10 x faster and 1000 x more reliable.

 

Roll on UFB, waiting for Dec 2019

 

John





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Ultimate Geek


  # 2056801 16-Jul-2018 08:24
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Linux: Same advice as the 100s of other threads get the house wiring sorted with a dedicated xDSL jack point and if you are on clothed broadband get a master splitter installed and remove the line filters

John

 

 

Thanks, but I do have a dedicated ADSL port with a master splitter installed.



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Ultimate Geek


  # 2056804 16-Jul-2018 08:27
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SATTV:

Welcome to my world, I am ( was ) in the same boat here in Auckland.

 

I was with 2deg however and all they would say is that you are connected and there is nothing we can do, they refused to get chorus in, when I did get chorus in they confirmed it was a line issue and as fibre was coming soon they were going to do nothing about it, I am now with Netspeed on a Vodafone 4G connection, 10 x faster and 1000 x more reliable.

 

Roll on UFB, waiting for Dec 2019

 

John

 

 

That sucks. I wouldn't call Dec 2019 soon - we're in AK too and UFB's just gone back for us from Jul to Nov 2019. Glad you found a solution - I'll look into Netspeed.

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  # 2056810 16-Jul-2018 08:40
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If you've got a master splitter installed, that's good news. What do you mean by disconnecting an extension though? Is the modem plugged directly into the master xDSL jack, or have you got other things hanging off it as well?


 
 
 
 


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  # 2056823 16-Jul-2018 08:47
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manaia:  Our landline has always been noisy   

 

So this is the key 6 words. You can take steps to reduce and mitigate - have a new master filter & socket installed at the point where the line comes into the house (not those plug into the wall socket nasties), and then plug the modem into that point. Isolation of the socket to providing just DSL would also be good, but now your costs are starting to creep up again.

 

 





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  # 2056824 16-Jul-2018 08:49
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manaia:
Linux: Same advice as the 100s of other threads get the house wiring sorted with a dedicated xDSL jack point and if you are on clothed broadband get a master splitter installed and remove the line filters

John
Thanks, but I do have a dedicated ADSL port with a master splitter installed.

 

This is good have you tested another master splitter?

 

John




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  # 2056825 16-Jul-2018 08:49
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RunningMan:

If you've got a master splitter installed, that's good news. What do you mean by disconnecting an extension though? Is the modem plugged directly into the master xDSL jack, or have you got other things hanging off it as well?

 

 

Thanks - there's a single line coming in that's connected in parallel to the xDSL jack and through a master filter to a phone jack. The phone jack had another paralleled extension off to the basement, which I've pulled off the connectors at the back of the jack. So I now just have the local xDSL jack and filtered phone jack, still working with the same old crackle. I've reset the modem and it's come up to a decent rate (10/1) but it's a bit soon to tell if it's a fix. SNR & attenuation seem the same, but CRC errors were massive and they're now sitting on zero so I have my fingers crossed.



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Ultimate Geek


  # 2056826 16-Jul-2018 08:53
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Linux:

manaia:
Linux: Same advice as the 100s of other threads get the house wiring sorted with a dedicated xDSL jack point and if you are on clothed broadband get a master splitter installed and remove the line filters

John
Thanks, but I do have a dedicated ADSL port with a master splitter installed.

 

This is good have you tested another master splitter?

 

John

 

 

Thanks John. I appreciate the help troubleshooting. I don't have another filter to crimp in but, TBH, I'm more likely to sayonara the landline as a whole than try to replace the filter.



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Ultimate Geek


  # 2056829 16-Jul-2018 09:01
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antoniosk:

manaia:  Our landline has always been noisy   

 

So this is the key 6 words. You can take steps to reduce and mitigate - have a new master filter & socket installed at the point where the line comes into the house (not those plug into the wall socket nasties), and then plug the modem into that point. Isolation of the socket to providing just DSL would also be good, but now your costs are starting to creep up again.

 

 

 

Thanks- maybe I should look at a new master filter after all. If I just disconnect all the phone-related gubbins, though, leaving only a loop through the existing xDSL jack, how would that push costs up? Are you talking about the cost of having someone wire & fit a new socket?

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  # 2056831 16-Jul-2018 09:07
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If you don't have a spare master filter to test with, can you just bypass altogether?

 

What you need to achieve is connecting the modem directly to the incoming line, at the point where the input line side of the master filter would be. Disconnect everything else - no other extension wiring, regardless of whether it is used or not. Even unused sockets and wiring can cause all sorts of problems.




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Ultimate Geek


  # 2056833 16-Jul-2018 09:10
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RunningMan:

If you don't have a spare master filter to test with, can you just bypass altogether?

 

What you need to achieve is connecting the modem directly to the incoming line, at the point where the input line side of the master filter would be. Disconnect everything else - no other extension wiring, regardless of whether it is used or not. Even unused sockets and wiring can cause all sorts of problems.

 

 

Thanks- you're right. I've disconnected the remote extension wiring - if that doesn't work I'll disconnect the local phone jack and strip it right back to the direct modem connection. Appreciate the help.

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  # 2056835 16-Jul-2018 09:13
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If it helps, stick a couple of photos up if you need some guidance.


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