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123 posts

Master Geek

# 181002 29-Sep-2015 08:39
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Been having some serious trouble with our Bigpipe ADSL connection in Torbay since the beginning of the month, and while I have had an excellent experience with Bigpipe so far, this could be the end of the honeymoon period...

But first, lets get some background:

- Our house / wiring is brand new
- The pair from the ETP is connected to a single jackpoint (which I have re-punched down)
- We are directly connected to the exchange
- When provisioned 2 months ago, Chorus had trouble finding a working pair to our property
- Our connection was stable for a month or so
- I have experienced the same issue with 2 different router/modems

The issue is perceived as a 'connection drop out', webpages stop loading etc. Under the hood this is what happens:

- The connection may re-train
- The DSL connection may hard drop (interface down) for anywhere between 1 min, 10 mins or a few hours
- The connection may stay up, at original sync speed but I see horrendous latency to the router's default gateway

PING 56  data bytes, press CTRL_C to break
    Request time out
    Reply from bytes=56 Sequence=1 ttl=255 time=1455 ms
    Reply from bytes=56 Sequence=2 ttl=255 time=238 ms
    Reply from bytes=56 Sequence=3 ttl=255 time=364 ms
    Reply from bytes=56 Sequence=4 ttl=255 time=762 ms

- This latency is seen in pings to various other sites on the internet and can go all the way up to 4000ms or time out
- A couple of weeks ago I enabled polling by a service called Pingdom who basically ping your router from roughly 10 geographically dispersed locations to determine uptime
- Pingdom has reported 44 outages with a total downtime of 43 hours in the last month


I logged a fault with Bigpipe, and they dispatched a Chorus tech after monitoring the connection for a period of 24 hours.

- I believe the first ticket was closed due to no fault found (connection was active)
- Second tech came out twice and checked / re-terminated connections at every point between the ETP and exchange
- During the tech's second visit he tried changing the DSL port - this resulted in an increase in sync speed from 11Mbps to 16Mbps
- Was stable for a few hours after this but the fault was closed
- I called the tech and he said he wanted to try a port change but was told he couldn't by the 'Chorus IT team' unless the line had gone hard down during a 24 hour monitoring window

The problem is it may not go down during this period, but we continue to experience the outages as described above.

Bigpipe have not done any more real investigation or provided any sort of meaningful technical response in the last 3 weeks. They can only say 'our hands are tied, we cannot request a port change', but no investigation has been performed elsewhere to my knowledge.

When I try to reply to the email trail requesting an update (now 38 long) I get a useless response from a L1 engineer telling me to run a continuous ping test.

I had a couple of responses last week from escalations but still haven't heard back from a senior engineer this week as promised.

I have provided so much technical evidence but it seems even this isn't enough to get someone to fix our connection.

What is even more disappointing is that this is Bigpipe, but you could be forgiven for thinking it was Vodafone or Spark.

Comeon Bigpipe, we know you can do better than this!! Help me get my connection sorted! 

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123 posts

Master Geek

  # 1405583 14-Oct-2015 11:26
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Jase2985: so you still dont know what the issue was

I have my suspicions, but for the purposes of Geekzone I'm just happy its working now.

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