Can someone please help me with my Telecom broadband connection!!?

Forums › Spark New Zealand (including Skinny and BigPipe) › Can someone please help me with my Telecom broadband connection!!?

Tomy255

28 posts

Geek

#76019 27-Jan-2011 13:55

We were just recently able to get telecom broadband in our area (whenuapai/massey) probably due to an exchange or cabinet upgrade , im not totally sure but we are experiencing horrendously slow speeds that are generally unbearable for broadband.

Download: 450kbps
Upload: 451kbps
Latency: 48ms
Jitter: 1ms

We live along state highway 16 between Brighams creek rd and Westagte shopping center. I have done isolation tests , installed splitters where ther are phone lines in use but still dont know why my speeds are so slow.

I also emailed telecom about our speeds and this is what they had to say

"I did also notice, however, that your actual connect rate is on the low side, even when your speed is not reduced. Becauswe of this, I do recommend you check your filters are all in place and that you are not using an extension cord. Most extension cords are poor quality and are not designed to transmit data. With regards to the filters, there should be one connected to each piece of phone equipment that uses a phone jackpoint. This includes phones, faxes and Sky decoders. To assist with this, two filters were supplied with the modem itself. if more are required, then they would cost $9.95 each, from Telecom."

So if anyone can help me it would be much apprecitated! :)

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162 posts

Master Geek

#431854 27-Jan-2011 14:50

Hi there are you able to post the line stats from your modem?

Line attenuation rate and attainable line rate are important.
The higher the line attenuation the more "noise / interference" there is on your line and so the slower your speeds will be.

Also telecom may be able to check the line speed before it goes into your house so you can then see if the problem lies with telecom or with your house wiring.
e.g. telecom may be able to see the connection rate outside your house is 10mbps but connection rate inside your house is only 0.5mbps which would then point to a house wiring problem.

Poor quality house wiring / old wiring will introduce more noise onto your line and therefore lower speeds.

one more thing that could be hooked up to a phone socket that you may not know about is a burgler alarm. sometimes these are wired into the telephone wiring and chances are there would be no filter on there as many would have been installed before broadband became the norm.

freitasm

BDFL - Memuneh
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#431867 27-Jan-2011 15:13

I recommend you follow the instructions in the email to start with. Have you checked that you have correct filters, and all those are installed in the correct places? Also that your modem is not plugged into a filter?

What happens if you unplug other devices (phone, fax)? Do speeds go up or stay the same?

When was the last time the internal wiring and the connection in the connection to the network was checked? No rusted connections, no water in the pipes, all clear?

As requested, please post modem stats.

cyril7

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#431894 27-Jan-2011 17:14

+1 to check house wiring, and as others have said you modem stats will tell most of the mystery, so please post them.

Cyril

mikenzb

371 posts

Ultimate Geek

#431914 27-Jan-2011 19:19

cyril7: +1 to check house wiring, and as others have said you modem stats will tell most of the mystery, so please post them.

Cyril

Agreed

Tomy255

28 posts

Geek

#431932 27-Jan-2011 20:28

Hi guys

How am i able to check my line stats? Do i have to go on the modems default site?

Also are splitters the same as filters? Or are they different and how do i know if i have a filter?

If it helps we were on dial up for years and when we were able to get broadband telecom did not come to my house or anything so is this affecting it also?

cyril7

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#431934 27-Jan-2011 20:29

Hi, filters and splitters are essentially the same. What modem do you have, exact make/model, this will allow us to tell you how to access the modem line stats.

Edit, also if you can get a command prompt up, (Start, Run, CMD, and type ipconfig and see what address is assigned to your PC and the gateway)

Cheers
Cyril

Tomy255

28 posts

Geek

#431955 27-Jan-2011 21:14

Its a Thompson TG585 V8 , the one telecom issues out to new customers

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mikenzb

371 posts

Ultimate Geek

#431973 27-Jan-2011 21:48

Tomy255: Its a Thompson TG585 V8 , the one telecom issues out to new customers

I have a THOMSON ST5x6v6 Modem i think your gateway might be that same as mine or not but give it a try :
http://192.168.1.254/

If that works this will show your modem sats
http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=1&l1=0

Tomy255

28 posts

Geek

#432003 27-Jan-2011 22:44

Cheers mikenzb

This is my line stats

Line Attenuation (Up/Down) [dB]: 43,0 / 69,5

Hope it helps

jbard

1377 posts

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#432005 27-Jan-2011 22:46

Well they are terrible figures you have their, but you need to copy and paste all your stats not just Line Attenuation.

Tomy255

28 posts

Geek

#432011 27-Jan-2011 22:59

Yea i thought there was something wrong, may i ask what are averagley good figures?

Heres the rest

DSL Connection

Link Information

Uptime: 0 days, 4:25:07

DSL Type: G.992.5 annex A

Maximum Bandwidth (Up/Down) [kbps/kbps]: 524 / 176

Bandwidth (Up/Down) [kbps/kbps]: 532 / 343

Data Transferred (Sent/Received) [MB/MB]: 50,37 / 433,52

Output Power (Up/Down) [dBm]: 12,0 / 11,5

Line Attenuation (Up/Down) [dB]: 43,0 / 69,5

SN Margin (Up/Down) [dB]: 13,0 / 9,0

Vendor ID (Local/Remote): TMMB / BDCM

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): 0

Error Seconds (Local/Remote): 19 / 0

FEC Errors (Up/Down): 130.496 / 1.598

CRC Errors (Up/Down): 179.753 / 12

HEC Errors (Up/Down): 543 / NA

Ragnor

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#432015 27-Jan-2011 23:07

Do you know how far you are from the exchange? That line attenuation is very high hence the poor speed and lots of errors in the stats there.

Either you are really far from the exchange or you have some wiring issues, either inside your house or from the house to the cabinet/exchange.. or both.

You can check your address here for a rough idea of the exchange/cabinet area
http://www.telecomwholesale.co.nz/maps

mikenzb

371 posts

Ultimate Geek

#432019 27-Jan-2011 23:10

I agree with Ragnor look at how far you are from the exchange or cabinet.
That is alot of errors showing up in sats

mikenzb

371 posts

Ultimate Geek

#432083 28-Jan-2011 09:44

I just had a look if your on the Kumeu Exchange or cabinets they dont get upgraded till the end of this year.
If your on the Whenuapai Exchange Or cabinets They look like there all on ADSL2+
Plus some of the cabinets there get VDSL2+ Cards In Feb. 2011

webwat

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#432254 28-Jan-2011 15:46

I would say that you should call your ISP and ask them to check that interleaving is on, and ask them to check whether a "long-reach" ADSL profile will help for your line distance.

If they can't help, try setting the modem's modulation to ADSL2 inistead of ADSL2+ to see if it gets a better balance of upstream/downstream speeds. If the distance isn't so high and your housewiring and modem are ok, then maybe telecom can check the street wiring.

Time to find a new industry!

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