Telecom VDSL - Intermittent connection very frustrating

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#904374 29-Sep-2013 00:29

I've had mostly good results being around when the tech arrives. Watch and talk to them and they'll do a better job.

If they work for visionstream then they'll probably tell you about how they are only getting paid to do the job in 20 minutes and anything over 20 minutes is coming out of their own pocket, or something along those lines.

Apparently Chorus has worked a tough deal with the subcontractors and now the end users are feeling the pain of shoddy rushed workmanship.

hio77

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#904379 29-Sep-2013 00:43

insane: I've had mostly good results being around when the tech arrives. Watch and talk to them and they'll do a better job.

If they work for visionstream then they'll probably tell you about how they are only getting paid to do the job in 20 minutes and anything over 20 minutes is coming out of their own pocket, or something along those lines.

Apparently Chorus has worked a tough deal with the subcontractors and now the end users are feeling the pain of shoddy rushed workmanship.

interesting fact to know about visionstream.. explains exactly why they try to leave within 20 mins regardless of anything actually being resolved..

ild almost say it explains why they do such shobby jobs, except, truth be told.. its another 5 mins to put in to do a decent job..

every tech i have had out over the years have been very hard to get any sort of conversation out of (even worse than me.. thats sayin` something..), so not sure how you manage it!

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

bakewells5856

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#904381 29-Sep-2013 01:31

seems there's quite a few people having problems with shoddy work from techs. has anyone thought of gathering enough people together to try get some media attention? ie target/fair go

RunningMan

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#904392 29-Sep-2013 08:27

hio77:
kmx:
hio77:
kmx:
hio77:
kmx:
l43a2:
hio77:
kmx: Is this a normal looking vdsl installation?

Performance has been intermitted and was wondering if this could cause it

what this installed by chorus?

i hope not for their sake.

yes, this is Chorus work.

My connection has been playing up ever since it was installed and i just took a look under my house today and saw this.

I was curious if this was the normal standard of installation.

not at all, get a photo of it, email it to SNAP, and call them ASAP. make it absolutely clear, its an installation failure so hopefully you dont need to go through a week of organizing techs like i have.

the tech that did your installation will need to come out. (he will not be called in to do it, or supplemented so you are limited to the hours that he works too.)

out of curiosity, what area are you in?

looks like for the sake of not running another cable, they have chomped your incoming line, in the worst of places at that. looking at the photo, both lines follow the same route.. so doing it against the beams or poles would have been better as there would have been somewhere to support it....

good luck :/

did the tech atlest do a good job on the internal jackpoint?

Pardon my ignorance, who is SNAP?

Yes, the cable is just stripped and its split into it and this is at the back of my house right by the entry door. Looks like he didnt want to venture too far under my house.

Install in my house looks fine.

Im annoyed i didnt think to inspect his work on the day or even earlier than today. Might have saved a couple weeks frustration.

my bad, thought this was in the snap forum, telecom.

glad he atlest did a decent job in your house.. mines all unaligned and badly done.

Ahh ok, cool will send another email to Telecom.

Oh and im in Half Moon Bay.

Cheers for your help

ild say it wasnt the same tech then...

i would suggest following it up with a phonecall to get things really rolling fast, you will need to organize a time for that exact tech to come out again (his mistake on the install, so he "knows what he did wrong and needs to fix it")

also, once its fixed, make sure to request that your DLM testing period is reset.. no fair for you to have a bunch of disconnects messing that around...

hio77 / kmx - if you edit your quotes so they are not the entire conversation (like I have deliberately left to demonstrate), it would make the topic far easier to read.

kmx

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#908864 6-Oct-2013 18:41

Sent emails and photos to telecom and still no contact from Chorus.

Im thinking do i just get a brand new line put in from the road to my house.

Does anyone know what this kind of work would cost?

Its been a month and telecom just keep asking me the same questions and never call me back.

hio77

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#908870 6-Oct-2013 18:53

It took me 2 weeks of techs almost everyday 2~3 calls a day before things really started to get seriously looked at.

Last 4 or so days I have had reference numbers for visionstream thus avoiding that middle man Chinese whispers sort of situation.

Often the only speaking you do to chorus is to techs that make contact with you.

Keep at it. You will get the person who will be able to sort things eventually.

Considering its over a month for you, Ild be beating on every door possible. I just finished speaking to a visionstream csr who recognised the time we have been without service, and set times to call back where the job can be accelerated to managers.
Luck of the draw in who I spoke to.

To have a new line done, unless you could somehow get it as a replacement for a fault is 250+ IIRC.

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Batman

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#911583 9-Oct-2013 19:33

Hi I have a telecom vdsl installation issue and i'm not sure if I should tag a long in this but this is how it goes

- I asked the Chorus tech to install to the same place I have my broadband as that would be the best spot for wifi all round and I have power there ...

- However I was told he couldn't do it there. he suggested somewhere else, but there is no power anywhere near there, so he put it at the bottom storey, but the wifi is inadequate at the top storey

- the thing is I have just figured out if he drilled all the way to the roof cavity, run it around and dropped it to where my original adsl point is - he said he can't get into the wall, but where it is he could just pull it along the wall it is not unsightly there - but neither of us though of that I think at that time

- thing is he was very nice and I don't want to make any trouble, could someone from telecom come up with an amicable chorus re-visit without pissing any techs off?

Thanks

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plambrechtsen

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#911991 10-Oct-2013 11:27

Just saw the photo and that is not a standard VDSL install at all, the Master Filter should have been screwed onto the stud underneath the house.

If you could email me "pl at telecom.co.nz" with your home phone line number and account number, I will get the broadband team to follow up.

Something looks very wrong with that picture.

kmx

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#911994 10-Oct-2013 11:37

Thank you. Emailing you now

kmx

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#915732 15-Oct-2013 21:22

Hello

Chorus came back to my house and tidied up my installation with the hope it would fix my issues with my connection.

Sadly this hasnt fixed it. Telecom sent out a 3rd modem and no difference either. Its been 5 weeks and im starting to think the issue cant be resolved.

Here is my issue

My connection hangs and my browser says "Resolving Host" and sometimes it might carry on and load or it will say "Web page not available". My apple tv streaming is very poor and choppy. My mac often shows email errors saying it cant contact the email server. The issue is wide spread across all my devices which eliminates the change of it being my computer(s) or smartphones etc.

The internet light always keeps blinking on the modem and telecom report no disconnections. When the connection works it runs 35Mbit down and 10Mbit up, its just so unreliable.

The connection seems to run fine in the mornings before work and in the mornings during the weekend however in the afternoons and evenings or after work the connection is very unstable. Im assuming its to do with traffic on the wider network.

Right now (8.51pm) the connection is very unreliable.

I wondered if i was overloading the modem with wifi connections so i killed off everything except my window 8 pc and the connection was still poor.

I notice i get millions of intrusion detections but i dont know what this means

My DLM was also reset a couple of days ago but performance still seems the same.

This issue is 5 weeks old now and im considering changing back to ADSL

Is anyone able to help.

Here is some info about my setup Telecom Technicolor Gateway TG589vn v2 Modem/Router
Splitter installed under house

Hard wired devices direct to modem
- 1x Windows 8 PC
- 1x WD NAS Drive

Wifi
- 1x Apple TV
- 1x Tivo
- 1x Xbox 360
- 1x WDTV
- 1x iMac
- 1x Macbook Air
- 1x Nexus 7 tablet
- 2x iPhones

Here is an example of a typical day.
http://youtu.be/6uh-vHACPGk

Some info from my modem
Link Information

Uptime: 0 days, 3:06:16

DSL Type: ITU-T G.993.2

Bandwidth (Up/Down) [kbps/kbps]: 10,354 / 40,516

Data Transferred (Sent/Received) [B/B]: 0 / 0

Output Power (Up/Down) [dBm]: 429496721.9 / 13.5

Line Attenuation (Up/Down) [dB]: 19.6 / 9.3

SN Margin (Up/Down) [dB]: 18.8 / 12.4

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / IKNS

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): -

Error Seconds (Local/Remote): 0 / 0

FEC Errors (Up/Down): 0 / 570

CRC Errors (Up/Down): 1 / 0

HEC Errors (Up/Down): 0 / 0

hio77

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#915734 15-Oct-2013 21:25

sounds very much like saturation.. although not a very conclusive indicator at all, the lights do indicate that.

as the modem has been replaced a few times, ild say thats not your issue.

since telecom aren't seeing any disconnections, its not dropping while idle or anything like that too.

your also testing hardwired which counts out wireless interference.

while i haven't played with the TG589vn, i know a few of the earlier adsl models dont enjoy too many connections being created (that would would see if say, you were running bittorrent)

ild give a good look at your network, showing loading speeds of pages wont do very much. better conclusions could be drawn from traceroutes to key hosts.

next time the issue comes around do a bit of testing removing devices off to see if the problem disappears..

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

RunningMan

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#915735 15-Oct-2013 21:27

If you disable WiFi altogether (not just turn off the devices using WiFi) , and just have the PC connected, do you still get the issue? Trying to rule out that something or someone is running rogue and hogging bandwidth, or the possibility of external interference via WiFi.

Also, what was Peter able to tell you about the line?

kmx

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#915736 15-Oct-2013 21:31

hio77: sounds very much like saturation.. although not a very conclusive indicator at all, the lights do indicate that.

as the modem has been replaced a few times, ild say thats not your issue.

since telecom aren't seeing any disconnections, its not dropping while idle or anything like that too.

your also testing hardwired which counts out wireless interference.

while i haven't played with the TG589vn, i know a few of the earlier adsl models dont enjoy too many connections being created (that would would see if say, you were running bittorrent)

ild give a good look at your network, showing loading speeds of pages wont do very much. better conclusions could be drawn from traceroutes to key hosts.

next time the issue comes around do a bit of testing removing devices off to see if the problem disappears..

Thanks.

I dont run any bit torrents etc, i did suspect if it was one of my computers uploading for backup but that isnt the case either.

I did notice when i posted the modem stats that the modem uptime is only 3 hours, i havent manually reset so its reset itself not too long ago. Not sure if it was a disconnection or DLM.

im about to go to bed now but performance is poor like clockwork so i can test thursday night.

Is there any chance i could have a bad line from the street to my house causing some kind of noise in the line? I guess my question is more, could these symptoms come from something like line noise?

kmx

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#915737 15-Oct-2013 21:32

RunningMan: If you disable WiFi altogether (not just turn off the devices using WiFi) , and just have the PC connected, do you still get the issue? Trying to rule out that something or someone is running rogue and hogging bandwidth, or the possibility of external interference via WiFi.

Also, what was Peter able to tell you about the line?

Ive tried disabling wifi from the modem/router and performance is still poor on my pc which is hardwired straight to the modem/router.

Havent had any feedback on my line stats, im praying there is something in there that can solve this.

RunningMan

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#915738 15-Oct-2013 21:34

kmx: [snip]I did notice when i posted the modem stats that the modem uptime is only 3 hours, i havent manually reset so its reset itself not too long ago. Not sure if it was a disconnection or DLM.

im about to go to bed now but performance is poor like clockwork so i can test thursday night.

Is there any chance i could have a bad line from the street to my house causing some kind of noise in the line? I guess my question is more, could these symptoms come from something like line noise?

External interference, either via WiFi, or on the copper pair to your building could cause this issue. Did Peter come back to you with any line test details etc.?

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