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604 posts

Ultimate Geek


# 175340 25-Jun-2015 16:26
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Ok first of all I would like to apologise if this comes off as a rant. It's not meant to come across that way but I am so frustrated that it might.

So last month I got UFB installed and everything was fine until maybe a week later when my connection dropped out. I automatically rebooted my modem and although not straight away moments later it was back.

Then a week after that same thing though this time rebooting the modem didn't work so I rang Snap to see what the go was. Went through all the checks and couldn't solve the issue. He lodged the fault and told me to ring back the next day. It was back on by the morning so I gave them a call and told them all was fine to which they told me that there was an issue in Dunedin that was solved and that was probably it.

But last Saturday I had another problem, while I was still connected my internet had slowed down to the slowest possible speed imaginable. I thought maybe there was another issue in Dunedin so I didn't worry about it until Sunday. It still wasn't working so I gave them another call and we ran through all the normal processes to determine that it is indeed a fault outside of my network. The guy lodges a fault and told me to give them a call on Monday to see when they could get a Chorus technician out. I did that and was told that 4pm was the scheduled time. Come 5pm I give them yet another call as I haven't heard from Chorus yet and I get told that they've done some work at their end and I should try and reboot my modem to see if that works, still nothing so they reschedule the technician to come at 4pm the next day but I get a call from Chorus later that day informing me that they are too busy in Christchurch and won't be able to get to me until tomorrow morning. So I wait until the afternoon and after not hearing from them I give Snap another call. This time I am told that Chorus is monitoring my line for two days, which means they'll be trying to fix the problem from their end for exactly two days, after that I assume they'll contact me and send a technician round to, at the least explain to me what is going on... Yeah right more likely I'll give Snap another ring and be told some other mumbo jumbo.

I'm truly at a loss for what to do now. I'm over ringing Snap and not getting a definitive answer but what else can I do?

Just so everybody knows what I mean by the slowest speed possible here is what I get when I go to certain websites.

Outlook: Generally won't load the first time and when it finally does won't load any emails containing pictures.

Facebook: Loads homepage with only a few pictures loaded. Unable to do anything else including scrolling down to see more news feed.

YouTube: Won't load.

Geekzone: Loads most of the homepage minus some images and most ads. Will open forums.

Every new page opened takes minutes not seconds to open.

I apologise again for how long this is and thank anyone who has taken the time to read it. I'm not sure what I want from this post really, maybe someone can give me some insight on what is going on our maybe it is indeed just a rant.

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485 posts

Ultimate Geek


  # 1331687 25-Jun-2015 19:55
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"Gave them a call" - I presume that your phone is VOIP via the UFB, so you must be getting at least enough bandwidth for that to work.  UFB connections are normally configured with a certain amount of committed bandwidth so that the high priority traffic like VOIP will work.  I can't find the document that sets out the numbers at the moment, but my recollection is that it is 2.5 Mbit/s for bigger UFB connections like mine (200/200).  For a VOIP connection to work with normal quality sound, I believe you need 64 kbit/s in each direction, which would be available for browsing when the phone was not using it.  If that is all you are getting, then web pages will seem very slow.  But if you are getting 2.5 Mbit/s, then they should load OK, if not as fast as usual.  Some ADSL connections do not have download speeds faster then 2.5 Mbit/s.

Is it all web pages that are slow, or just the examples you listed?  I believe all of the sites you listed are IPv6 capable, so if you had IPv6 enabled but misconfigured, you could see the sort of problems you are having.



604 posts

Ultimate Geek


  # 1331690 25-Jun-2015 20:10
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ADSL speeds would be a godsend at the moment, hell I'd settle for dial up. All pages are affected and I rung them on my mobile.

 
 
 
 




604 posts

Ultimate Geek


  # 1331697 25-Jun-2015 20:17
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Also one of the times I rang Snap he got me to do a factory reset on the modem so I'd be highly surprised if it was something to do with that.

653 posts

Ultimate Geek


  # 1331700 25-Jun-2015 20:23
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If you are in Christchurch and on UFB then enable should be conducting the testing, not Chorus

May pay to check with Snap that they are checking the right connection

Clint



604 posts

Ultimate Geek


  # 1331701 25-Jun-2015 20:24
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I'm in Dunedin.



604 posts

Ultimate Geek


  # 1332107 26-Jun-2015 13:58
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Gave them another call this morning and was told that they've requested an update and they'll get back to me once that's happened. I call them back just before and oddly enough the rep I was talking to earlier calls me while I'm on the phone to another rep.

Long story short Chorus have again done something and want to monitor it for another 24 hours. Why? I can tell them now it hasn't worked. Are they waiting for the antibiotics to take affect? Does my internet have a disease?

I don't understand why they are so sure they think it's something at their end either as they are yet to send anyone round to check.

Also asked if I would receive any kind of compensation as it's been down for a week now and was told that that can't be considered until it's back up and running normally. FML

Sorry this has definitely turned into a full on rant and I know Snap's hands are tied and they at the mercy of Chorus. But this is beyond a joke. Getting frustrated has turned into completely fed up.

110 posts

Master Geek


  # 1332191 26-Jun-2015 15:39
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I'm not sure if its still an issue, but have you tried disabling IPv6 on the router?

 
 
 
 




604 posts

Ultimate Geek


  # 1332264 26-Jun-2015 16:52
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Yeah we tried that one of the first times I rang.

I've since had an update from Snap to which the guy explained to me what exactly is going on although my brain didn't really comprehend what he was saying, something about my connection being connected to three different things and two out of three were not working. I think he added that it must've been installed incorrectly. But a Chorus technician would come out tomorrow afternoon and fix it for me. Which to me was music to me ears and what I've wanted all along.

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  # 1332266 26-Jun-2015 16:58
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Out of interest what part of Dunedin are you in? 



604 posts

Ultimate Geek


  # 1332267 26-Jun-2015 16:59
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Abbotsford.



604 posts

Ultimate Geek


  # 1332589 27-Jun-2015 14:42
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Ok now I have to wait until Monday. The technician assigned to do the job can't so it's been passed off to somebody who can. I'm beginning to wonder if I'll ever get it back. Completely regret upgrading as I never once has an issue with VDSL.



604 posts

Ultimate Geek


  # 1332590 27-Jun-2015 14:42
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Ok now I have to wait until Monday. The technician assigned to do the job can't so it's been passed off to somebody who can. I'm beginning to wonder if I'll ever get it back. Completely regret upgrading as I never once has an issue with VDSL.



604 posts

Ultimate Geek


  # 1333790 29-Jun-2015 23:24
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A technician came out today and replaced the ONT. I had my hopes high but no change, also tried my friends modem (also a fritzbox) and still no change. What is up with my internet?



604 posts

Ultimate Geek


  # 1335232 1-Jul-2015 17:35
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Snap posted another fritz box down today and we tried that. Surprise surprise no change. Chorus are now going to swap some equipment at the exchange and see if that makes a difference. I have a feeling I'll be calling Snap again tomorrow. :-(

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  # 1335290 1-Jul-2015 19:14
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Should have stayed with vdsl ;-)

Best of luck!





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