Spark VDSL disconnections

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark VDSL disconnections

dep

9 posts

Wannabe Geek

#210218 18-Mar-2017 00:07

Hey guys,

I upgraded from Spark ADSL to Spark VDSL on January and everything was working great until around mid-February when I started getting disconnections which can occur anywhere after 1 to 24 hours of up-time.

My setup is as follows:

- Vigor 130 with brand new filter

- Netgear Nighthawk Router (for WiFi)

- Powerline Ethernet Adapter (for the first floor where WiFi signal is poor)

- 2 Landline Phones + Fax with brand new filters

- No master splitter (was told by Spark this was not necessary)

Here is my line stats:

Click to see full size

I called Spark (multiple times - each holding for 45-60 minutes!) and here are the things I tried:

1. I replaced my Vigor 130 VDSL modem with a brand new Spark VDSL modem - no luck

2. I disconnected the two phones + fax in the house - no luck

Spark ran a 48 hour line test - they confirmed I was disconnected 7-8 times during that period, but they said everything looked fine on their end and its probably not their fault?

Its a bummer because I had no problems with Spark ADSL for the past couple of years and now I've upgraded to VDSL I'm getting unstable internet

Is there anything else I can try before giving up on VDSL? At the moment I am considering sending a technician out to see if there's something wrong with the line...

1 | 2

1647 posts

Uber Geek

#1743127 18-Mar-2017 00:38

According to Chorus, anything less than 10 disconnections in 24 hours is not faulty.

You probably should take the chance to put in a master splitter. Although it's not strictly necessary, it will eliminate any problems caused by your internal wiring. Which city do you live in? Maybe someone on this forum can help you out.

michaelmurfy

meow
13240 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1743131 18-Mar-2017 01:35

Since you've got landline phones despite Spark saying you "don't" need a master filter you in-fact do. It sounds like an internal wiring issue.

Those plugin filters are useless with VDSL.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

quickymart

13926 posts

Uber Geek

ID Verified

#1743139 18-Mar-2017 05:14

Can't see that image at all...

Have you tried a port reset?

dep

9 posts

Wannabe Geek

#1743222 18-Mar-2017 11:55

Thanks for the replies all.

I'll definitely put the port reset on the list of things to try, thank you quickymart for the suggestion. Note: The line stats image is a thumbnail link - you need to click on it for the full sized image.

Currently I'm doing an 'isolation' test as suggested by Spark, I've removed the powerline ethernet adapters, the Nighthawk Router, and I've connected my Spark modem directly to the power socket on the wall (no power strip no nothing). I've also connected my PC directly to the Spark modem through ethernet, and all other devices (phones, laptops) are using WiFi on the Spark modem instead of the Nighthawk router. Uptime is currently 15 hours - so far so good, but I've seen it disconnect at 23 hours so I'll leave it and see for a while longer

I'm a bit cautious of installing a master splitter - from what I understand a hole has to be created in the wall somewhere to allow for a new RJ45 port. My modem is located on the second floor of the house in a room that is a bit difficult to get to so I am unsure how expensive/messy/difficult wiring a new cable all the way to it is going to be. I'd like to try everything possible before going this route.

darylblake

1162 posts

Uber Geek

Trusted

#1743224 18-Mar-2017 12:02

Get a master filter. About 90% of the time it fixes the issue. The reason why, is because it is installed at the demarcation point where the line comes in and then spits off for the internal wiring. Then if you connect the modem directly to the master filter, you will probably not have many issues and you may even get a small speed bump.

By nature DSL, whether it be ADSL or VDSL will resync periodically.

Its not a spark specific thing, its more than likely internal phone wiring having many splits/reconnections and running it past other electrical cables inside the walls which creates electrical noise.

Jase2985

13457 posts

Uber Geek

ID Verified

Lifetime subscriber

#1743225 18-Mar-2017 12:03

dep:

Note: The line stats image is a thumbnail link - you need to click on it for the full sized image.

no its not its just a thumbnail

Spyware

3761 posts

Uber Geek

Lifetime subscriber

#1743226 18-Mar-2017 12:03

Additional cable run may not be necessary. If you have two pairs at current phone outlet then one can be wired (unfiltered) to modem and the other pair (filtered) to a phone. Master/splitter filter would be at ETP.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

dep

9 posts

Wannabe Geek

#1743238 18-Mar-2017 12:22

Jase2985:

dep:

Note: The line stats image is a thumbnail link - you need to click on it for the full sized image.

no its not its just a thumbnail

You need to right click and open image in a new tab (Chrome) to see the full sized image. Anyway that's horribly inconvenient, sorry about that - I've posted the full link below

If the isolation test I'm currently doing doesn't pan out I'll look into installing a master splitter (I'm in the Auckland region)

quickymart

13926 posts

Uber Geek

ID Verified

#1743239 18-Mar-2017 12:23

If you do do this, @coffeebaron can be of help.

dep

9 posts

Wannabe Geek

#1743244 18-Mar-2017 12:41

OK so even with the 'isolation' test I still got a disconnection just now (after 16 hours of uptime)

It seems my options are as follows:

1. Port Reset (Free)

2. Call Chorus technician to check the exchange ($130 fee if they find nothing is wrong on their end)

3. Master Splitter ($200+?)

What you guys reckon? From the replies here I assume option 3 is the best chance (albeit the most expensive) in terms of potentially fixing this issue?

DarkShadow

1647 posts

Uber Geek

#1743252 18-Mar-2017 13:07

Ask codfeebaron if he'll get you a special price. ;)

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1743253 18-Mar-2017 13:10

dep:

I'm a bit cautious of installing a master splitter - from what I understand a hole has to be created in the wall somewhere to allow for a new RJ45 port. My modem is located on the second floor of the house in a room that is a bit difficult to get to so I am unsure how expensive/messy/difficult wiring a new cable all the way to it is going to be. I'd like to try everything possible before going this route.

A hole does not necessarily need to be created and a new cable run from the ETP isn't always needed either, but it really depends on your wiring. An acceptable method in a daisy chained house is to run the VDSL2 output on a 2nd pair and scotchlok it as necessary.

At the end of the day regardless of what Spark say (the only reason they're not install filters now is a financial one) in a house with multiple jack points and POTS on a master filter is always going to deliver the best possible connection. How much of a difference it makes really depends on the state of your wiring. Basic things like flat or non twisted cable are horrible for VDSL2 (and ADSL2 to an extent also)

dep

9 posts

Wannabe Geek

#1743265 18-Mar-2017 13:45

Thank you for the replies everyone.

It seems installing a master splitter is the way to go.

This is probably a bit of a loaded question but does anyone know if additional wiring is required from these pictures? https://imgur.com/a/R3r2Q

It seems the wiring is coming up from underneath the carpet (there is a hole on the opposite side of the room where the wire is actually coming in through the room from the wall), and I would prefer not to have to pull up the carpet if any new wires have to be routed through the house!

coffeebaron

6231 posts

Uber Geek

Trusted

Lifetime subscriber

#1743278 18-Mar-2017 13:56

Definitely old school wiring there that is not VDSL friendly. Will be a bit tricky if no direct underneath access, but often ways to do it.

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
Wi-Fi and networking
Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1743332 18-Mar-2017 14:39

Coffeebaron is right, could certainly be improved will be difficult so chorus wont want to do it..

If you want however i'll skim the linetests that have been done and see if anything sticks out that you can look into.. PM me the line number and i'll pull them up :)

Can't promise to follow this up directly with you in an official capacity as i am busy with projects right now, however if i have some free time happy to follow it up.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

1 | 2