Argh! Help with a Business Internet Connection

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networkn

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#195062 4-Apr-2016 16:56

Wow! So frustrated right now.

A client of mine has an ADSL Connection with Spark. They were getting reasonable speeds on it, until relatively recently when the modem shows it's connected at 4Mbps/1Mbps.

Customer called Spark who said it was within the normal range, and I said it wasn't so they called back and got emailed by a customer service rep.

I contacted the rep copying the customer (I am an authority on his account), and despite 3 attempts, no replies.

Twice I have tried the online chat, been told it's a business line and they will transfer me to never end up connected elsewhere.

We want to move to VDSL, the modem is already capable of this. If it's an internal wiring issue then the master filter that gets installed should help resolve that.

How do I get hold of someone to assist? Phone wait times are SO long I am not keen to try that avenue.

PeterReader

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#1525876 4-Apr-2016 16:56

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.

johnr

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#1525887 4-Apr-2016 16:58

Are in a VDSL coverage area?

networkn

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#1525889 4-Apr-2016 16:59

johnr: Are in a VDSL coverage area?

Yes. Also UFB but install times are longer. Customer desperate for a faster connection, VDSL has lower install time.

Jase2985

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#1525890 4-Apr-2016 17:00

wow you think 30 mins is SO long?

Business faults are at 30 mins on phone number 125
Regular business calls on 126 have ZERO wait time

cbrpilot

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#1525891 4-Apr-2016 17:02

Hi networkn, can you please PM me the line number in question? I'll take a look.

Thanks.

My views are my own, and may not necessarily represent those of my employer.

UHD

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#1525897 4-Apr-2016 17:13

Jase2985:

wow you think 30 mins is SO long?

Business faults are at 30 mins on phone number 125
Regular business calls on 126 have ZERO wait time

idk why OP would even be using online chat. Just call 126 lol.

networkn

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#1525901 4-Apr-2016 17:17

Jase2985:

wow you think 30 mins is SO long?

Business faults are at 30 mins on phone number 125
Regular business calls on 126 have ZERO wait time

Well if those wait times were real, then great, but a customer of mine called Spark in the weekend and had a 1.5 hour wait, and one called last week during the day and reported 1 hour wait time. Neither I consider reasonable.

Regardless, people should respond to their emails, and the chat app transferring between residential > Business doesn't seem to be working.

Also the Web Wait time was 38 minutes

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

Jase2985

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#1525911 4-Apr-2016 17:25

The times quoted were as accurate was you can get

https://www.spark.co.nz/business/contactus/

just because it was 1.5h on the weekend means nothing, less staff, a major fault etc can all impact wait times. if you look at the contact page above it gives reasonably accurate times

web is 6mins, faults 8mins, why? because most people are finishing up for the day and heading home so less people are calling

cbrpilot

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#1525924 4-Apr-2016 17:52

Hi networkn that's definately looking like a sick line.

I've checked back several months, and it's never been that much better. I cannot see a connect rate of >6M, which is still not great.

The (public) Chorus website (chorus.co.nz/maps) says the property down the road (two doors down) is getting somewhere around 12M. When I check the Chorus prequal for the address in question, it says VDSL is not available. UFB is available though.

If they're concerned about their internal wiring being what is causing the issue (which is not unlikely) then it maybe a better option than to upgrade to UFB. Otherwise someone will need to give us a call and troubleshoot the DSL line. By being able to prove the neighbours are getting 12M you should be able to insist that there is a fault somewhere.

Let me know how it goes.

Dave.

My views are my own, and may not necessarily represent those of my employer.

networkn

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#1525928 4-Apr-2016 18:00

cbrpilot:

Hi networkn that's definately looking like a sick line.

I've checked back several months, and it's never been that much better. I cannot see a connect rate of >6M, which is still not great.

The (public) Chorus website (chorus.co.nz/maps) says the property down the road (two doors down) is getting somewhere around 12M. When I check the Chorus prequal for the address in question, it says VDSL is not available. UFB is available though.

If they're concerned about their internal wiring being what is causing the issue (which is not unlikely) then it maybe a better option than to upgrade to UFB. Otherwise someone will need to give us a call and troubleshoot the DSL line. By being able to prove the neighbours are getting 12M you should be able to insist that there is a fault somewhere.

Let me know how it goes.

Dave.

Thanks. I'll chat with the customer and let you know.

jnimmo

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#1525996 4-Apr-2016 20:06

Could they use a 4G stick temporarily, while placing a UFB order with a business ISP like DTS et al

networkn

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#1526078 4-Apr-2016 23:07

jnimmo:

Could they use a 4G stick temporarily, while placing a UFB order with a business ISP like DTS et al

No, they need a static IP etc etc.

I'll just log a case and get the ADSL fixed, then request UFB.