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45 posts

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# 171734 29-Apr-2015 13:12
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I seem to be stuck in a loop between the helpful chaps at Snap and the engineers at Chorus.
Up until a few weeks ago my Auckland North Shore VDSL connection was rock solid although it did seem to get slower over time from its peak of 33.6MB/s to around 24MB/s

Then just over 2 weeks ago it dropped out, I called Snap and the connection came back whilst I was on the phone. This lasted for half a day before it died completely. An engineer was called and out of interest I put my meter across the line and could see 46.1 volts suggesting that the line was electrically complete albeit not proving anything else. Almost a day and a lot of telecom mobile data later the sun was out and an engineer came, he found nothing wrong and the line came back. The following day sync was down to 15MB/s where it lingered before I booted the modem and it returned to around 24MB/s I then went on a tour around South Island and when I got back it was still at 24MB/s, then last night at around 5 it had 2 sync errors and dropped to 15MB/s and around 11 today after a couple of heavy showers and rain overnight it dropped back to where it is now at 3.6MB/s

My wiring consists of an outside Chorus splitter and 2 seperate CAT5 wires one to the modem and the other to the unused phone socket

I just stopped to chat with a Chorus engineer at the cabinet and he told me someone who is a few doors away has a fault, and when I spoke to Snap about 2 weeks ago I discovered someone else nearby has speed issues.

Last time my connection dropped for many hours was after a lot of rain and wind, again I have problems after a lot of rain and wind so my guess is there is either a wet underground cable joint or a wet joint on the couple of poles between my house and where it heads underground.

Does anyone know how this can be escalated to Chorus without me changing to Telecom as a provider and then complaining? Is it possible my Fritzbox is stuffed?


- Snap VDSL
-

 

 

 

 

 

 

 

 

Receive Direction

 

Send Direction

 

 

 

Max. DSLAM throughput

 

kbit/s

 

70000

 

10360

 

 

 

Min. DSLAM throughput

 

kbit/s

 

360

 

360

 

 

 

Attainable data rate

 

kbit/s

 

3560

 

9920

 

 

 

Current throughput

 

kbit/s

 

3568

 

4872

 

 

 

Seamless rate adaptation

 

 

 

off

 

off

 

 

 

 

 

 

 

 

 

 

 

 

 

Latency

 

 

 

15 ms

 

16 ms

 

 

 

Impulse Noise Protection

 

 

 

1.7

 

1.7

 

 

 

G.INP

 

 

 

off

 

off

 

 

 

 

 

 

 

 

 

 

 

 

 

Signal-to-noise ratio

 

dB

 

27

 

18

 

 

 

Bitswap

 

 

 

on

 

on

 

 

 

Line attenuation

 

dB

 

21

 

40

 

 

 

 

 

 

 

 

 

 

 

 

 

Profile

 

8b

 

 

 

 

 

 

 

G.Vector

 

 

 

off

 

off

 

 

 

 

 

 

 

 

 

 

 

 

 

Carrier record

 

 

 

A43

 

A43

 

 

 

 


- Beach Haven, Auckland,
- urban
- Cabinet around 700M away
- Nothing to isolate!

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  # 1293521 29-Apr-2015 13:12
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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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  # 1293584 29-Apr-2015 14:10
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I assume throughout your post you mean Mb/s not MB/s.  :)

 
 
 
 


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  # 1293587 29-Apr-2015 14:13
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i would has it a guess its a fault on the street cable somewhere, have had this before and spark were very quick to get chorus out to look at it, within 5 days it was fixed. it also effected 4 of our neighbours



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  # 1293590 29-Apr-2015 14:16
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That sounds like a likely scenario however Snap are concerned about reporting it because I could get charged for a callout if they find nothing, and Chorus may just give up on fixing it saying its a cable that needs replacing.
Frustrating!

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  # 1293597 29-Apr-2015 14:27
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Who installed your master splitter?  From your description of your wiring it sounds unlikely that it's an internal issue, provided the splitter was installed correctly. So if I were you I would push snap to get chorus over.

I also had a similar issue, and snap gave me the disclaimer about a possible fee if it was internal. I was pretty confident in my internal wiring so got them to send chorus and indeed it turnout out it was a lose connection somewhere on the road (I think in the mushroom - though wasn't there when it was resolved so got that info secondhand through my wife)



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  # 1293608 29-Apr-2015 14:43
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I installed it whilst lying on the roof as the tech watched from the ground due to now removed high level power cables. They've gone now and after the last outage the tech checked it and all was OK. I deliberately made sure there was nothing internally before the VDSL install to ensure maximum speeds.

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  # 1293624 29-Apr-2015 14:52
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Flatmate had the upstream drop to 4 megs on their VDSL, mine in the same house does 10 like his used to.

Insisted that it was escalated to chorus, and a grumpy man came out and basically said that we should never have VDSL it was far too far and would never work. Did no tests, didnt check at the roadside or the demarc, left without doing anything and then reported it as a no fault found so making the charge happen.

Flatmate is very not happy with chorus but despite pretending to care on twitter etc nothing has come of it. Still crap upload speeds.

And to add insult to it, when I went to move my other VDSL connection from bigpipe to flip because I dont want to give spark any of my money, my house now is not in the VDSL area, despite being in the 20 meg part of the map, and being in the VDSL area when we have applied for all connections in the past. Clearly chorus are just changing their map data to back up the useless grumpy lazy "technician" statement of should never have had VDSL installed.

Where abouts on the shore are you anyway?




Richard rich.ms

 
 
 
 




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  # 1293627 29-Apr-2015 14:54
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Thanks for the reply, I think Snap were suggesting this could happen. I'm in Beach Haven on the edge of a cabinet, 2 streets away from where the fibre installs stopped!!!!

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  # 1293629 29-Apr-2015 14:54
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Same for me. Not in rambler are you?




Richard rich.ms



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  # 1293630 29-Apr-2015 14:55
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yep

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  # 1293631 29-Apr-2015 14:56
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iiiiinteresting.... I shall DM




Richard rich.ms

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  # 1293652 29-Apr-2015 15:32
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richms: 
Insisted that it was escalated to chorus, and a grumpy man came out and basically said that we should never have VDSL it was far too far and would never work. Did no tests, didnt check at the roadside or the demarc, left without doing anything and then reported it as a no fault found so making the charge happen.


That sounds dodgy as.  Either lazy or, if I put my cynical hat on, already knew about some larger issue in the area that chorus don't plan to fix so didn't bother testing?

I would have also made a lot of noise, if in the same position, about the fact that chorus originally provisioned it so charging for a callout because they shouldn't have provisioned it in the first place seems quite disingenuous...

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  # 1293654 29-Apr-2015 15:35
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Yeah. It was his general attitute that annoyed me. Flatmate was dealing with him, came while I was sleeping so I stumbled out and told him that mine was fine and to make the flatmates the same and didnt have much more to say about it to him at the time but could hear the conversation between them go nowhere.




Richard rich.ms

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  # 1293670 29-Apr-2015 15:48
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Hi Sheppy,

I'm the guy in your street (Rambler) who has the speed issues.

I've also been stuck in that same loop between SNAP and Chorus.  The SNAP staff have been less than helpful in my experience as they don't believe a drop in over 50% of speed is considered a fault...  My speeds so low now they are telling me I need to be changed over to ADSL instead of actually fixing the issue.

I've called SNAP over 15 times, had Chorus engineers out who have given me NFF charges as well as lame excuses (house is too far from Exchange, my line is above minimum VDSL spec, I should get Fibre if it want better speed) and it got to the point where I have to accept more NFF charges with SNAP for them to get Chorus to investigate it further but there's no guarantee Chorus wont send the same incompetent engineer as last time who will just do nothing again.

I got advice from the Telecommunications Disputes Resolution who believe my issue is a fault that needs to be investigated by SNAP (without me having to agree to NFF charges) and since I wasn't able to get anywhere with SNAP myself I've lodged a complaint with them.

SNAP have about 1 more day left to resolve my issue before TDR start the formal process.  If you want to send me your info I could call up TDR and add you to my complaint.

Its good to know someone else in the street has the same issue, Chorus must have stuffed something up further up the street but it sucks that we need to involve the TDR to get any action on it.

Chris

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  # 1293680 29-Apr-2015 16:04
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my fault there was no dial tone, but i still have VDSL, maybe its worth mentioning there is no dial tone?

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