VDSL dropping intermittently, Chorus very unhelpful

Forums › Spark New Zealand (including Skinny and BigPipe) › VDSL dropping intermittently, Chorus very unhelpful

mattant

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#230690 8-Mar-2018 16:56

Hi all

Long time lurker, first time poster, signed up specifically as thought some of you intelligent folk could help here.

We have been with BigPipe since we moved into our house 4.5 years ago, never really had any significant issues until recently. Our VDSL has been dropping out intermittently with no pattern or consistency.

- Sometimes it drops out every few minutes, sometimes it goes hours without dropping out.

- Sometimes it takes a few minutes to come back online, sometimes it takes 30m to come back online.

- Sometimes resetting the router fixes the issue, sometimes the connection is still dead even after a reboot.

After complaining to BigPipe, they did a 24hr line test, confirmed multiple dropouts throughout. They sent Chorus who said they found a fault and repaired it, and yet the issue still remains. We got BigPipe to do a second line test and again they confirmed lots of drop outs, and relogged with Chorus. Chorus visited again, found no fault and have deemed any issues either internal wiring or modem issues.

- Our wiring is newish, was done when we connected for VDSL 4.5 years ago. The wall connection was redone by an electrician during our renovation a year ago.

- We are on a filter.

- I changed from the BigPipe provided modem to a Netgear AC1900 Nighthawk in December last year, no issues until now.

I just cannot fathom how internal wiring or modem issues would result in the above described symptoms.

The only other thing I can think of is Watercare dug up our berm three weeks ago to fix a leaking mains, this seems to coincide with our issues beginning so very easily potentially connected, however Chorus aren't interested as they could not find a fault. If it is an intermittent fault, is it possible that during Chorus testing the fault did not present and their line appears fine to them?

What do I do here? They want to charge me $200 (charged up front) for Chorus to come and review my internal wiring. I am going to test old modems over the next day or two to prove it is not a modem issue (unless somehow it is).

Would love any insight anyone might have! Nothing more infuriating than losing my Fortnite chicken dinner at #2 because my connection drops!

Cheers

Matt

hio77

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Lizard Networks

#1971333 8-Mar-2018 17:05

fault you have described, could be caused by IW, being a corroded join.

I'd expect chorus to be able to confirm and show this however.

If this is part of a fault from watercare, it will be alot of work for chorus to fix.

often they aren't keen on commiting to that work.

Keep working with BP, maybe the BP folks that float around here will be able to have a deaper look.

Watercare started redoing the water mains that run down the bottom of my road. on Friday they rammed a pipe through a 200 pair cable.

Loss of service for about 90 customers for until today.

Alot of the delays on chorus's end was over consent and digger requirements as the damage was 2M deep and they can only dig 1.5M.

bit of a crappy situation but i'd stick at it.

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Linux

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#1971337 8-Mar-2018 17:25

What do you mean we are on a filter?

Linux

hio77

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Lizard Networks

#1971338 8-Mar-2018 17:27

Linux:

What do you mean we are on a filter?

Linux

i'd suspect he means a master filter/splitter.

Potentially could be an inline filter too though.

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mattant

7 posts

Wannabe Geek

#1971345 8-Mar-2018 17:42

hio77:
Linux:

What do you mean we are on a filter?

Linux

i'd suspect he means a master filter/splitter.

Potentially could be an inline filter too though.

Yes I mean a master filter thanks :)

mattant

7 posts

Wannabe Geek

#1971505 9-Mar-2018 07:58

hio77:

fault you have described, could be caused by IW, being a corroded join.

I'd expect chorus to be able to confirm and show this however.

If this is part of a fault from watercare, it will be alot of work for chorus to fix.

often they aren't keen on commiting to that work.

Keep working with BP, maybe the BP folks that float around here will be able to have a deaper look.

Watercare started redoing the water mains that run down the bottom of my road. on Friday they rammed a pipe through a 200 pair cable.

Loss of service for about 90 customers for until today.

Alot of the delays on chorus's end was over consent and digger requirements as the damage was 2M deep and they can only dig 1.5M.

bit of a crappy situation but i'd stick at it.

Thanks for your response by the way, I'll keep at the good fight!

Chorusnz

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Chorus

#1971701 9-Mar-2018 11:07

@mattant Do you have a fault currently lodged with us through your provider?

Happy to dig into this for you. (pun intended) to find out what is happening.

Just PM your address details through.

^Mike

hio77

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#1971705 9-Mar-2018 11:10

Chorusnz:

Happy to dig into this for you. (pun intended) to find out what is happening.

^Mike

Great to see the level of community involvement mike.

How about coming and digging for me too, you can dig up my copper and replace it with afibre ;)

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Chorusnz

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Chorus

#1971827 9-Mar-2018 13:23

hio77:

Chorusnz:

Happy to dig into this for you. (pun intended) to find out what is happening.

^Mike

Great to see the level of community involvement mike.

How about coming and digging for me too, you can dig up my copper and replace it with afibre ;)

haha mate if I did any digging outside logs and data dumps, it would end up with the copper and the fibre broken. They keep me in the offices for a reason.

^Mike

mattant

7 posts

Wannabe Geek

#1971910 9-Mar-2018 14:58

Chorusnz:

@mattant Do you have a fault currently lodged with us through your provider?

Happy to dig into this for you. (pun intended) to find out what is happening.

Just PM your address details through.

^Mike

Thanks heaps Mike sent you a PM!

mattant

7 posts

Wannabe Geek

#1973806 13-Mar-2018 10:16

May have to eat some humble pie as swapping out the modem seems to have a good job. I have had a few minor drop outs but only very short ones and not enough to break a game. That being said, have not been testing very much as have been very busy, so it is possible that it has dropped out and I have missed it.

May have to do a bit of a settings check on the old modem vs new. Anything I should be looking out for?

Doing a bit of googling it sounds quite common with the Netgear D7000 unfortunately so may not be BP or Chorus fault at all (sorry if thats the case guys!). Going to check the MTU and anything else obvious.

hio77

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#1973808 13-Mar-2018 10:17

D7000 is one i'd avoid.

have dealt heavily with cases where they are used on gbit connections and under preform or have other issues.

The R7000 preforms far better.

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mattant

7 posts

Wannabe Geek

#1973812 13-Mar-2018 10:20

hio77:

D7000 is one i'd avoid.

have dealt heavily with cases where they are used on gbit connections and under preform or have other issues.

The R7000 preforms far better.

Well that sucks, cost me $300. R7000 requires a modem also and was trying to get a good all in one

trig42

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#1973822 13-Mar-2018 10:35

Was going to say - I had a D7000 on a UFB connection (using it as Router only) and it would drop out. The connection was still there, web pages just stopped responding and I had to reboot it.

Replacing it fixed the issue.

sbiddle

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#1973828 13-Mar-2018 10:46

mattant:

hio77:

D7000 is one i'd avoid.

have dealt heavily with cases where they are used on gbit connections and under preform or have other issues.

The R7000 preforms far better.

Well that sucks, cost me $300. R7000 requires a modem also and was trying to get a good all in one

Price is not really a determining factor when it comes to quality - the HG659b supplied free by Spark (which you can buy from Bigpipe) is a classic example of a "free" router that will outperform in most areas devices in retail stores that cost significantly more.

mattant

7 posts

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#1973936 13-Mar-2018 12:58

sbiddle:
mattant:

hio77:

D7000 is one i'd avoid.

have dealt heavily with cases where they are used on gbit connections and under preform or have other issues.

The R7000 preforms far better.

Well that sucks, cost me $300. R7000 requires a modem also and was trying to get a good all in one

Price is not really a determining factor when it comes to quality - the HG659b supplied free by Spark (which you can buy from Bigpipe) is a classic example of a "free" router that will outperform in most areas devices in retail stores that cost significantly more.

Man that’s the very modem I replaced because everything I read said I would get better performance by upgrading.