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Topic # 167395 12-Mar-2015 11:50
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I signed up to GeekZone after being guided here by a friend. I was mainly interested in posting what I have written below, but overall I can't believe I've only just found this site!

Regardless, I am on an unlimited ADSL plan with Compass Communications. Over the past few months (we have been with them for ten months, since moving into our current place) we have had horrific connection spikes. They are hard to track and harder to contact Compass about, as the connection adjusts itself by the time I get home from work, and my husband doesn't know enough about computers to explain what is going on to their 0800 number.

Their ticketing system on the website has also never worked (something I have mentioned to them before), as submission of any tickets simply leads to a blank page and doesn't actually send any data through. There is also no email address displayed on their site, and the hours that the 0800 number is open only flashes up for a few seconds before redirecting to the broken ticketing system.

Getting onto my actual problem, this is the trace I ran last night during one of the spikes. These are now occurring daily, and as I work 9-5 outside of the house, my husband works online from home. By the time I get home in order to call them and deal with our router locally, the spike is gone. I called them about it when it was happening earlier this week, and they talked me through redoing the settings on the router and eventually telling me that it was my filter. They warned that if it was, I could be charged for the support call. I replaced my filter the next day, which improved our "regular" speed by about 2mb but has not helped the DSL spikes in any way. The above tracert clearly shows that pinging TO the router is fine, it's from the router to everywhere else that is the problem.

Is there anything else I can do from my end (short of moving to an area that offers fibre or at least VDSL), whether it's talking to them or pointing at my screenshot and going "hey look at this"? My husband really wants to change ISPs because of this problem but I know we're on a contract (I also know I can cut it short if it's their fault, but are they going to admit that?) and changing can be a hassle so I only want to do it once.

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  Reply # 1257338 12-Mar-2015 17:35
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Pirran: I'm in West End, Palmerston North - about a ten minute walk from the center of town, certainly not rural. I'm in a unit and my neighbor in the connecting unit is with Spark and has said that he has no spike problems. I'll grab my router stats when I get home (I'm in town just finishing up work at the moment).

Changing provider will let you be served off a local cabinet rather than the UCLL gear that is all the way over in the exchange on church street.

You can get VDSL pretty much anywhere in' West End' but to be sure juat put your address in to

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