[Auckland] Connection Issues - Dropouts, ping spikes and intermittent slow connection.

Forums › New Zealand Broadband › [Auckland] Connection Issues - Dropouts, ping spikes and intermittent slow connection.

narzdy

6 posts

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#171699 28-Apr-2015 11:25

We are having huge issues with our connection.

Dropouts - We have drop outs every hour or two AT LEAST. It's insane and extremely frustrating.

Slow connection - Apart from the dropouts, another issue we have is that the internet becomes unusable where trying to load any website ( google.com, facebook.com, youtube.com ) takes a few minutes to load. This happens on all devices... it's extremely frustrating. And seems to only go back to normal after a numerous amounts of resets of the modem. This can happen at any time of the day... evening, morning, night, mid day... weekends and week days.

Ping spikes - We have huge ping spikes while playing any game ( CS:GO, TF2, BF4, Reflex ) which happens EVERY time we play. It's so bad that we have become used to the spikes and drop outs... it's just not good enough. They kick in about every 5-10 minutes and will go from 50ping to 300+ in 1 second and then over a period of 10 seconds drops back down again, but in certain situations while gaming... this leads to us getting REKT.

Does anyone have any advice on how we can fix this?... Orcon mentioned having a "dedicated" line installed?... which bypasses our current line?... anyone had any experience with this or have any idea on how to do this?

We've also had someone mention a master splitter, but I feel that it may be more than that... can you let me know what we can do?

- We are open to costs and ideas on having a stable line installed, and we are not in a area with Fiber and our line currently doesn't have the ability to have VDSL.

Who do we go to for help?... our current ISP BigPipe can't really help with installations etc... but who can?... who can we contact to test our line, find the issue and help us fix the issue?... we would get a new line installed if that is what is going to fix it.

- Your ISP and plan: BigPipe, Fast
- Type of connection: ADSL2 ( I believe )
- Your modem DSL stats: -----DSL Information-----
DSL Driver Version:A2pD035a.d23f
DSL VPI/VCI:0/100
DSL Status:Up
DSL Mode:ADSL_2plus
DSL UpStream Rate (Kbps):1081
DSL DownStream Rate (Kbps):8702

Down Up
DSL Noise Margin (0.1 dB): 127 (12.7db) 133 (13.3db)
DSL Attenuation (0.1 dB): 225 (22.5db) 128 (12.8db)
DSL Transmit Power (0.1 dB): 190 (18.9db) 121 (12.1db)

- Your general location: Bremner Avenue, Mt Roskill
- If you are rural or urban: Urban
- If you know your connection is to an exchange, cabinet or conklin: No idea
- If your connection is to a ULL or wholesale service: No idea
- If you have done an isolation test as per the link above: Couldn't find the isolation test info?

[EDIT] Also, we do have a alarm system installed at our house ( we don't use it as it doesn't seem to even switch on or work at all ) - this may be of some assistance in helping with our issue?

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#1292844 28-Apr-2015 11:25

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.

These links are referral codes: Sharesies | Mighty Ape

johnr

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#1292864 28-Apr-2015 11:33

DM coffeebaron here on Geekzone and see about getting a master filter installed,

DarkShadow

1647 posts

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#1292868 28-Apr-2015 11:36

The alarm system may still be connected to the phoneline. Either get it disconnected or get the master filter installed. Bigpipe can organize for a filter to be installed, but you'll have to pay for it.

narzdy

6 posts

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#1292874 28-Apr-2015 11:44

I've contacted coffeebaron, thanks guys.

coffeebaron

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#1292938 28-Apr-2015 13:32

Thanks, will be in touch with @narzdy soon.

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Flickky

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#1293101 28-Apr-2015 19:30

Let us know how you get on after the master filter install, would be interested to see how much of a difference it makes.

Also +1 for answering PeterReader's questions :)

narzdy

6 posts

Wannabe Geek

#1293470 29-Apr-2015 12:25

Once I've heard from @coffeebaron and gone through the details I'll let you know what worked for us.

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coffeebaron

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#1293532 29-Apr-2015 13:15

narzdy: Once I've heard from @coffeebaron and gone through the details I'll let you know what worked for us.

Hmm I sent you an email to the address you PM'd me. Will give you a call soon.
Fraser

Rural IT and Broadband support.

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narzdy

6 posts

Wannabe Geek

#1293556 29-Apr-2015 13:50

coffeebaron:
narzdy: Once I've heard from @coffeebaron and gone through the details I'll let you know what worked for us.

Hmm I sent you an email to the address you PM'd me. Will give you a call soon.
Fraser

Apologies Fraser, it was sent to junk mail. Will email back now. I believe it may need a phone call however to discuss what the full issue is ( alarm etc )

coffeebaron

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#1299658 7-May-2015 09:02

I think we can say that this was a classic (extreme) case of internal wiring.

Before:

After:

So once again, it's a myth that Naked Broadband doesn't suffer from wiring issues.
It's also a myth that having an alarm that's not monitored, that this couldn't be impacting your broadband.

Rural IT and Broadband support.

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BigPipeNZ

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BigPipe

#1299675 7-May-2015 09:20

nice job :)
so was it the internal wiring, or the alarm? (or both)

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coffeebaron

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#1299714 7-May-2015 10:19

I'd say both.

Rural IT and Broadband support.

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narzdy

6 posts

Wannabe Geek

#1300104 7-May-2015 19:41

BigPipeNZ: nice job :)
so was it the internal wiring, or the alarm? (or both)

First of all I want to say a HUGE thank you to @coffeebaron for a superb job with our line. Excellent service and amazing rates! We noticed a significant change in our connection, not only was it solid, but we had ZERO drop outs ( for the first time ever ) last night. It was a dream... felt a little surreal.

However @BigPipeNZ tonight at 7pm, our net went from being 1MBps per second, to about 50-60KBps... it wouldn't connect to any website including google.com.

We shut off the modem for a while, and only now has the net picked up and gone back to normal speeds.

We never had this slow issue with Orcon...

I'm beginning to think that the intermittent slow speed issue is a ISP related issue. Everything else is fixed, just the random crawling speeds for random periods of time is a killer...

@coffeebaron once again, a HUGE thank you for your service :) - I think we just got to get the ISP right now.

coffeebaron

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#1300122 7-May-2015 19:54

If it slows down again, please login to the router and check what the DSL stats are doing (i.e. look for the page in the screenshot above). You could also request a 24hr analyser test through BigPipe to see if that picks up anything else.
Another thing to be aware of is any torrents, Spotify, online back-ups, iCloud photo uploads, etc etc can saturate your upstream, especially now you have 3x the upstream as before. Why does this matter? Saturating upstream will kill the downstream traffic due to TCP acknowledgement.

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RunningMan

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#1300134 7-May-2015 20:00

Check to make sure something in your network isn't saturating your newly found upstream as that will kill the downstream. Pretty unlikely that a slowdown like that is bigpipe.

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