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63 posts

Master Geek
+1 received by user: 2


  Reply # 978511 1-Feb-2014 13:54
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BigPipeNZ:
Epicwhale: I put in a support ticket about regular dropouts more than 24 hours ago and I've had no reply yet :\

Hey,

sorry to hear that.   I can't see any unanswered queries in the queue.  
Have a look in your junk mail box to make sure a response hasn't gone into there.

If there is nothing there, then PM me your email address (the one you used to submit the ticket) so I can chase up the exact issue.

ETA:  you should have received an immediate confirmation that your query had been received.  did you get that at least?


I didn't, maybe I entered my email wrong?

60 posts

Master Geek
+1 received by user: 2


  Reply # 978513 1-Feb-2014 14:11
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BigPipeNZ:
HellraiserNZ: Just got switched over to BigPipe I think ( no confirmation email as of yet, but the speed test says Telecom Ltd.) Speed has dropped a bit, was 16-18 mps on orcon ADSL, 13-14 mps on orcon VDSL, getting 8 mbps on bigpipe, all down. Up speeds were 1, 2, 1 respectively. Hopefully speed improves but was I supposed to get an email?


yes you should have received an email confirming, I'll chase that up.


When you talk about your speed, are you referring to your modem sync speed or speedtest results?
Extremely unusual to be getting speeds as low as that on VDSL  (both for Orcon and with us).

Having a look at your address, the chorus map suggests you are actually outside VDSL coverage (although the prequal tool says you are in, or else you would not have been provisioned on it).  

http://www.chorus.co.nz/maps

It could well be the case that the pre-qual tool is in error - which is why your VDSL speeds on both Orcon and Bigpipe are so poor.

Otherwise, if you are moving from Orcon VDSL, then I assume you had a master filter installed when you signed up with them?  If not, then getting one would be the first thing I suggest to solve your speed issue.


Those were speedtest results sorry not to have clarified. The vdsl thing was a mess, the orcon site said I could get it and they installed it for me. The chorus guy didn't put a master splitter because I live in an apartment. I got a speed Decrease after vdsl. The reason why he said he couldn't do it because there was nothing to split. And just to clarify I am on bagpipe ADSL plan.

 
 
 
 




1166 posts

Uber Geek
+1 received by user: 779

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BigPipe

  Reply # 978515 1-Feb-2014 14:21
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HellraiserNZ:
BigPipeNZ:
HellraiserNZ: Just got switched over to BigPipe I think ( no confirmation email as of yet, but the speed test says Telecom Ltd.) Speed has dropped a bit, was 16-18 mps on orcon ADSL, 13-14 mps on orcon VDSL, getting 8 mbps on bigpipe, all down. Up speeds were 1, 2, 1 respectively. Hopefully speed improves but was I supposed to get an email?


yes you should have received an email confirming, I'll chase that up.


When you talk about your speed, are you referring to your modem sync speed or speedtest results?
Extremely unusual to be getting speeds as low as that on VDSL  (both for Orcon and with us).

Having a look at your address, the chorus map suggests you are actually outside VDSL coverage (although the prequal tool says you are in, or else you would not have been provisioned on it).  

http://www.chorus.co.nz/maps

It could well be the case that the pre-qual tool is in error - which is why your VDSL speeds on both Orcon and Bigpipe are so poor.

Otherwise, if you are moving from Orcon VDSL, then I assume you had a master filter installed when you signed up with them?  If not, then getting one would be the first thing I suggest to solve your speed issue.


Those were speedtest results sorry not to have clarified. The vdsl thing was a mess, the orcon site said I could get it and they installed it for me. The chorus guy didn't put a master splitter because I live in an apartment. I got a speed Decrease after vdsl. The reason why he said he couldn't do it because there was nothing to split. And just to clarify I am on bagpipe ADSL plan.


Ok, that helps a lot.

Can you post your modem stats please? (and let us know what modem you are using now)

thanks.




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


1979 posts

Uber Geek
+1 received by user: 402

Subscriber

  Reply # 978519 1-Feb-2014 14:28
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"And just to clarify I am on bagpipe ADSL plan".

Ah, there's your problem right there. If you bypass the bagpipes you'll get a much better signal.


60 posts

Master Geek
+1 received by user: 2


  Reply # 978551 1-Feb-2014 15:47
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BigPipeNZ:
HellraiserNZ:
BigPipeNZ:
HellraiserNZ: Just got switched over to BigPipe I think ( no confirmation email as of yet, but the speed test says Telecom Ltd.) Speed has dropped a bit, was 16-18 mps on orcon ADSL, 13-14 mps on orcon VDSL, getting 8 mbps on bigpipe, all down. Up speeds were 1, 2, 1 respectively. Hopefully speed improves but was I supposed to get an email?


yes you should have received an email confirming, I'll chase that up.


When you talk about your speed, are you referring to your modem sync speed or speedtest results?
Extremely unusual to be getting speeds as low as that on VDSL  (both for Orcon and with us).

Having a look at your address, the chorus map suggests you are actually outside VDSL coverage (although the prequal tool says you are in, or else you would not have been provisioned on it).  

http://www.chorus.co.nz/maps

It could well be the case that the pre-qual tool is in error - which is why your VDSL speeds on both Orcon and Bigpipe are so poor.

Otherwise, if you are moving from Orcon VDSL, then I assume you had a master filter installed when you signed up with them?  If not, then getting one would be the first thing I suggest to solve your speed issue.


Those were speedtest results sorry not to have clarified. The vdsl thing was a mess, the orcon site said I could get it and they installed it for me. The chorus guy didn't put a master splitter because I live in an apartment. I got a speed Decrease after vdsl. The reason why he said he couldn't do it because there was nothing to split. And just to clarify I am on bagpipe ADSL plan.


Ok, that helps a lot.

Can you post your modem stats please? (and let us know what modem you are using now)

thanks.



Okay I will when im home. My modem is a telecom issued white modem. Thompson tg5something which is connected to a Belkin share max n300 with tomato installed



1166 posts

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BigPipe

  Reply # 978608 1-Feb-2014 18:36
Send private message

Hey everybody,

We're having a few gremlins in our support system this weekend where we are not properly receiving all messages sent via the support form on our website. If you sent us a support query in the last 48 hours and we haven't responded, that is why.

We're really sorry about that, we've got people working on it right now and will get it fixed ASAP.

Meantime, we can still look into any problems if you PM us here or on Facebook.

thanks




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ




1166 posts

Uber Geek
+1 received by user: 779

Trusted
BigPipe

  Reply # 978632 1-Feb-2014 19:56
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BigPipeNZ: Hey everybody,

We're having a few gremlins in our support system this weekend where we are not properly receiving all messages sent via the support form on our website. If you sent us a support query in the last 48 hours and we haven't responded, that is why.

We're really sorry about that, we've got people working on it right now and will get it fixed ASAP.

Meantime, we can still look into any problems if you PM us here or on Facebook.

thanks


Support form is all fixed now.  Phew!  And we know exactly what the issue was so it won't happen again.

Massive thanks to the devs getting it sorted so quick on the weekend.




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


62 posts

Master Geek
+1 received by user: 6


  Reply # 978690 1-Feb-2014 21:49
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I think my big pipe shrunk.....





1166 posts

Uber Geek
+1 received by user: 779

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BigPipe

  Reply # 978699 1-Feb-2014 22:21
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Downhillnz: I think my big pipe shrunk.....




We're not having any capacity issues at the moment

If you could provide a bit more info that will help diagnose the issue.

Has your speed just dropped, or has it been like that since you switched?
What was your speed like before?
Can you post your modem stats?

Have you eliminated the obvious culprits at your end?
Such as:
testing over wifi,
other software running/downloading at the same time,
other users in the household streaming video,
faulty filters
etc?

If it's not any of that stuff, drop us a note via our (now working! :D ) support form and our techs can take a more detailed look tomorrow.




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


60 posts

Master Geek
+1 received by user: 2


  Reply # 978707 1-Feb-2014 22:54
Send private message

HellraiserNZ:
BigPipeNZ:
HellraiserNZ:
BigPipeNZ:
HellraiserNZ: Just got switched over to BigPipe I think ( no confirmation email as of yet, but the speed test says Telecom Ltd.) Speed has dropped a bit, was 16-18 mps on orcon ADSL, 13-14 mps on orcon VDSL, getting 8 mbps on bigpipe, all down. Up speeds were 1, 2, 1 respectively. Hopefully speed improves but was I supposed to get an email?


yes you should have received an email confirming, I'll chase that up.


When you talk about your speed, are you referring to your modem sync speed or speedtest results?
Extremely unusual to be getting speeds as low as that on VDSL  (both for Orcon and with us).

Having a look at your address, the chorus map suggests you are actually outside VDSL coverage (although the prequal tool says you are in, or else you would not have been provisioned on it).  

http://www.chorus.co.nz/maps

It could well be the case that the pre-qual tool is in error - which is why your VDSL speeds on both Orcon and Bigpipe are so poor.

Otherwise, if you are moving from Orcon VDSL, then I assume you had a master filter installed when you signed up with them?  If not, then getting one would be the first thing I suggest to solve your speed issue.


Those were speedtest results sorry not to have clarified. The vdsl thing was a mess, the orcon site said I could get it and they installed it for me. The chorus guy didn't put a master splitter because I live in an apartment. I got a speed Decrease after vdsl. The reason why he said he couldn't do it because there was nothing to split. And just to clarify I am on bagpipe ADSL plan.


Ok, that helps a lot.

Can you post your modem stats please? (and let us know what modem you are using now)

thanks.





Okay I will when im home. My modem is a telecom issued white modem. Thompson tg5something which is connected to a Belkin share max n300 with tomato installed





Okay, the modem I have is a Thompson TG585 v8 telecom issued wifi modem/router. 

Here are my connection stats from the router page:



Thanks for your help bigpipe!



1166 posts

Uber Geek
+1 received by user: 779

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BigPipe

  Reply # 978711 1-Feb-2014 23:11
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HellraiserNZ: 



Okay, the modem I have is a Thompson TG585 v8 telecom issued wifi modem/router. 

Here are my connection stats from the router page:



Thanks for your help bigpipe!


some of the speed drop can probably be attributed to moving from Orcon LLU to Chorus UBA.

From what I understand, Chorus uses different broadband profiles which give a lower sync speed, but also lower error rate.  LLU providers tend to use more aggressive profiles that give higher sync speeds, but also higher error rates.

Having said that, I'm surprised the difference is as much as that (going from 18Mbps to 10Mbps).
Your attenuation suggests your speed should be quite a bit higher than 10Mbps.

If getting a splitter isn't an option because you are in an apartment, check your modem is plugged into the first phone jack, as that will give the best signal.  You might also consider trying a different modem, that model is at least 3-4 years old now. 

Also, probably worth submitting a support query via our site and we can run some line tests etc tomorrow or monday.  Could be a mis-provisioning.




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


60 posts

Master Geek
+1 received by user: 2


  Reply # 978713 1-Feb-2014 23:15
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BigPipeNZ:
HellraiserNZ: 



Okay, the modem I have is a Thompson TG585 v8 telecom issued wifi modem/router. 

Here are my connection stats from the router page:



Thanks for your help bigpipe!


some of the speed drop can probably be attributed to moving from Orcon LLU to Chorus UBA.

From what I understand, Chorus uses different broadband profiles which give a lower sync speed, but also lower error rate.  LLU providers tend to use more aggressive profiles that give higher sync speeds, but also higher error rates.

Having said that, I'm surprised the difference is as much as that (going from 18Mbps to 10Mbps).
Your attenuation suggests your speed should be quite a bit higher than 10Mbps.

If getting a splitter isn't an option because you are in an apartment, check your modem is plugged into the first phone jack, as that will give the best signal.  You might also consider trying a different modem, that model is at least 3-4 years old now. 

Also, probably worth submitting a support query via our site and we can run some line tests etc tomorrow or monday.  Could be a mis-provisioning.



Thanks man! I'll do that tomorrow, I will look into getting a new modem in the next few weeks. It just used to be fine before the VDSL change and then the sync speeds degraded. Firstly I will move it to the other two phone jacks around the apartment and see if it works.\

Thanks for your help!

62 posts

Master Geek
+1 received by user: 6


  Reply # 978730 2-Feb-2014 04:08
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BigPipeNZ:
Downhillnz: I think my big pipe shrunk.....




We're not having any capacity issues at the moment

If you could provide a bit more info that will help diagnose the issue.

Has your speed just dropped, or has it been like that since you switched?
What was your speed like before?
Can you post your modem stats?

Have you eliminated the obvious culprits at your end?
Such as:
testing over wifi,
other software running/downloading at the same time,
other users in the household streaming video,
faulty filters
etc?

If it's not any of that stuff, drop us a note via our (now working! :D ) support form and our techs can take a more detailed look tomorrow.


My speed has dropped from when I got home this avo. It normally speed tests at around 10Mbit, which is about normal for the sync speeds.

House is wired with a splitter and cat 6 cable to the rj45 JP.




Nothing else was running. That was running from the modem to a router to a wired PC.

Seems weird. Downloads atm are only running at around 200KB/s




194 posts

Master Geek
+1 received by user: 17


  Reply # 978778 2-Feb-2014 10:11
Send private message

Downhillnz:
BigPipeNZ:
Downhillnz: I think my big pipe shrunk.....




We're not having any capacity issues at the moment

If you could provide a bit more info that will help diagnose the issue.

Has your speed just dropped, or has it been like that since you switched?
What was your speed like before?
Can you post your modem stats?

Have you eliminated the obvious culprits at your end?
Such as:
testing over wifi,
other software running/downloading at the same time,
other users in the household streaming video,
faulty filters
etc?

If it's not any of that stuff, drop us a note via our (now working! :D ) support form and our techs can take a more detailed look tomorrow.


My speed has dropped from when I got home this avo. It normally speed tests at around 10Mbit, which is about normal for the sync speeds.

House is wired with a splitter and cat 6 cable to the rj45 JP.




Nothing else was running. That was running from the modem to a router to a wired PC.

Seems weird. Downloads atm are only running at around 200KB/s






It quite clearly states your ISP is telecom? So is bigpipe really the ISP you want to be talking to considering they are NOT your ISP



1166 posts

Uber Geek
+1 received by user: 779

Trusted
BigPipe

  Reply # 978793 2-Feb-2014 10:21
Send private message

Dairusire:
Downhillnz:
BigPipeNZ:
Downhillnz: I think my big pipe shrunk.....




We're not having any capacity issues at the moment

If you could provide a bit more info that will help diagnose the issue.

Has your speed just dropped, or has it been like that since you switched?
What was your speed like before?
Can you post your modem stats?

Have you eliminated the obvious culprits at your end?
Such as:
testing over wifi,
other software running/downloading at the same time,
other users in the household streaming video,
faulty filters
etc?

If it's not any of that stuff, drop us a note via our (now working! :D ) support form and our techs can take a more detailed look tomorrow.


My speed has dropped from when I got home this avo. It normally speed tests at around 10Mbit, which is about normal for the sync speeds.

House is wired with a splitter and cat 6 cable to the rj45 JP.




Nothing else was running. That was running from the modem to a router to a wired PC.

Seems weird. Downloads atm are only running at around 200KB/s






It quite clearly states your ISP is telecom? So is bigpipe really the ISP you want to be talking to considering they are NOT your ISP


We got our IP address allocation from IPs that were originally assigned to Telecom.  It still shows up as being from Telecom in things like speedtest.net.
We're in the process of getting it re-assigned to us.




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


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