New Chorus / TNZ VDSL connection. Solid DSL but no internet.

Forums › New Zealand Broadband › New Chorus / TNZ VDSL connection. Solid DSL but no internet.

origincraig

5 posts

Wannabe Geek

#146817 29-May-2014 22:21

Just had a new connection put in around a week ago and have been unable to connect to the internet. Going around in circles with Telecom NZ and Chourus. The modern (HUAWEI HG630B I think) is showing a solid DSL light but seems to be going through a continuous 'Connecting' 'Disconnected' Cycle and getting no PPP. Telecom says it can't see any issues. Chourus guys been out and apparently checked the cabinet and come to the end point and checked that to.. though only to see that the DSL light is solid and to call up Christchurch and get someone to drop the port and make sure the DSL port went out. The WLAN VDSL tab is showing 37 down and 10 up and seems OK.. but no internet light or connection. Telecom have no log of any failed connection attempts apparantly.

I'm not an expert. But is there anything anyone can suggest for me to look into.

The whisper cabinet is around 600m away and I can take some pics or screenshots it that would help?

As I say I keep on going around in circles at the moment, with a chorus tech coming out every couple of days at the moment. They haven't tried another modem though and someone did mention DSLM profiles to me whatever that means!

Thanks
Craig

PS: I'll go back to the site tomorrow as the modem on a new build in a shipping container and I'll take some screen shots of the connection status etc.

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Geekzone

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#1056256 29-May-2014 22:21

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.

johny99

495 posts

Ultimate Geek
Inactive user

#1056810 30-May-2014 20:05

either the tunneling back to your isp needs to be rebuilt, or your user/pass are incorrect. Can your isp see any auth attempts from you connection?

sbiddle

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Biddle Corp

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#1056815 30-May-2014 20:12

Telecom use port based auth - it's impossible to have incorrect user details as they're not required.

If your DSL is losing sync it's the first problem that needs to be sorted.

AKLWestie

641 posts

Ultimate Geek

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Lifetime subscriber

#1056878 30-May-2014 21:15

Try to hard reset / factory reset on your modem. I had a similar issue when I first got VDSL (back in July last year).

myopinion

938 posts

Ultimate Geek

#1056883 30-May-2014 21:51

I have the same problem but not sure it is related. I live in Pukekohe. New connection about 3 weeks ago. Slightly too far away for Vdsl so ended up with Adsl. On Tuesday around lunch time we lost Internet. Same modem as you and the DSL light is on solid but we have no internet. Synch speeds are around 19 x 1. I've lodged a fault with Telecom and they reckon around 50 customers in Puke region are affected. Apparently Chorus have to fix something but Telecom have been given no time frame. I've rung 3 times and there are no updates to the situation. Telecom what say you? Or Chorus?

I've tried a hard reset on the modem.

johny99

495 posts

Ultimate Geek
Inactive user

#1056967 31-May-2014 10:35

ask yr isp to reconfigure the pvc. hopefully that will do the trick.

origincraig

5 posts

Wannabe Geek

#1057190 31-May-2014 19:42

Hi - thanks for the answers.

Telecom are saying they cannot see any authorisation attempts in a log.

I'll speak to the on Monday and ask then to reconfigure the pvc - what does that mean BTW?

I've done several hard resets on the modem.

Sharesies

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

origincraig

5 posts

Wannabe Geek

#1057192 31-May-2014 19:43

sbiddle: Telecom use port based auth - it's impossible to have incorrect user details as they're not required.

If your DSL is losing sync it's the first problem that needs to be sorted.

Hi - thanks for this - How do I tell if the DSL is losing sync?

myopinion

938 posts

Ultimate Geek

#1057206 31-May-2014 20:29

Mines finally working again

johny99

495 posts

Ultimate Geek
Inactive user

#1057405 1-Jun-2014 09:44

pvc explained, http://www.techopedia.com/definition/8841/permanent-virtual-circuit-pvc

origincraig

5 posts

Wannabe Geek

#1058774 3-Jun-2014 19:13

So I've asked them to re-set up the PVC today and they are sending out a new modem also. Here's a couple of screen shots of what the current modern is showing.