VDSL Upgrade Destroyed My Broadband - In an Odd Way

Forums › Spark New Zealand (including Skinny and BigPipe) › VDSL Upgrade Destroyed My Broadband - In an Odd Way - Telecom No Help

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13 posts

Geek
+1 received by user: 7

#973970 25-Jan-2014 09:07

I wondered about that (new PC's being bought by the average user having this problem) last night , when I found out what the problem was. Given the bad press Win 8.1 gets, I would have hoped MS would care about how badly Telecom are handling this... but presumably they don't know.

I just quadruple checked the Telecom website - I can't find anything in their self-help support section that talks about this problem specifically (I had checked their support site multiple times trying to solve the issue myself). They do have an article I wish I'd found that says if your connection is ok but you can't get to websites, check your DNS settings - but nothing specifically about the Technicolor modem and Win 8.1. Nothing on the Technicolor modem support/specs pages etc. Even more annoying they have an article that suggests DNS might be the problem with the symptoms I was having, but again none of their techs even suggested checking the DNS let alone manually configuring it. The search is so bad it's hard to be sure, but I didn't see anything and it certainly didn't come up in any of the promoted support links they put everywhere for common problems.

Unfortunately I have to go out for the day shortly so I don't have time to sit on hold to get through to Telecom and discuss the issue with them again, but I will do as soon as I have time. Hopefully I can get them to document the problem somewhere others will find it.

plambrechtsen

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Uber Geek
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#973971 25-Jan-2014 09:08

insane: Surly the large ISPs are looking into using TR-069 to push such fixes out? WxC have been pushing config updates to my voice ATA for years so I'm just surprised its not done for modems too.

The firmware is being actively tested.. and yes will be pushed out using tr-069 once it's been signed off.

16Haunui

1 post

Wannabe Geek

#975443 27-Jan-2014 23:00

When I read of problems like this I wonder why more people don't invoke the Consumer Guarantee Act. Telecom is notorious for the failure of its support staff to handle problems like this because they are not briefed on how to do it. When Telecom undertakes to provide a service, they are legally required to give it to you and known but undisclosed problems are an example of bad faith by middle management.

8ballmad

5 posts

Wannabe Geek

#975696 28-Jan-2014 11:27

Yortw: Hi Guys,

Thanks to both of you for the help. You're the first people I've spoken to about the problem who have even suggested checking the DNS.
I have now set the DNS servers on 3 devices, and touch wood so far all three are able to browse the web fine (hopefully that continues), so it definitely looks like a DNS problem.

I am confused about what this means though. I've had two different modems from Telecom with the same problem, and both modems showed what I thought were the correct DNS server addresses in their settings.
I don't so far as I know, have anything else on my network that should be acting as a DNS server. I also did "ipconfig /all" on one of the devices before I changed it, and it was pointing to the modem's local network address as the DNS server, which I believe to be correct.

Does this sound like something on my network is somehow interfering with the DNS, or is it more likely a problem with the modem(s), or the Telecom DNS servers I'm pointed at ? If it's likely something on my end, would there be any way to find it ? Seems odd this all started when I moved to VDSL - only the wiring/connection and the modem were changed as far as I know, none of the PC settings or other network devices.

Thanks again for all your help, I really appreciate it (and my wife even more so) !

I recently upgraded to Windows 8.1, and that was when I started having the exact same issues as you with loading web pages etc.. when I was on windows 8 it was fine, and all other devices in our house ie xbox, mobile phones, mac computer and another laptop still running Windows Vista have had no issues connecting to the Wifi.
My windows 8.1 however, connects without problems at work via their ADSL modem.

Like you, I have been in contact with Telecom several times and NO-ONE asked me what OS I was running, so I wasted alot of time re-setting this and that, checking cables etc.. re-booting, factory re-setting modem, re-installing my browsers etc...but to no avail. They then decided the problem was the modem and sent me a replacement, WHICH OF COURSE still did not fix my problem.

So whilst waiting for the new modem, I googled and trolled numerous forums and discovered my problem was more than likely the VDSL modem and it's 'non-compatibility with windows 8.1' - then after searching further, I happened across this forum.

So back I go to Telecom, and this time I contacted them via their online 'chat' and dealt with some guy who said they would forward my issue to the 'tech team' to investigate. He too had not heard of this problem, nor had there been any reports on it within Telecoms help system..wtf!? He also mentioned that it is obviously a Microsoft problem and that I should perhaps contact them... I feel there is going to be some 'buck passing' here and I may never get the issue resolved on this modem. He said I would be contacted via email from the Tech team, but have not heard anything yet.

Has anyone had any feedback from Telecom as to what they can do to resolve this? I would appreciate any responses as it's driving me crazy!

Thanks...

Batwing

692 posts

Ultimate Geek
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#975702 28-Jan-2014 11:33

Feedback I got in November was to wait for firmware update from Telecom, which sounds like they've taken ownership of the issue.

Clearly not communicating well internally though.

andrewNZ

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#975728 28-Jan-2014 12:00

Batwing: Could ya please explain what magic this batch script works, and how?

Had a quick look at the script, it connects to the modem and changes 4 settings

dns server config WANDownSpoofing=disabled (?)
wireless radio channelwidth 20/40 (set wifi channel width)
eth device ifautoneg intf=ethif5 duplex=auto (Set ethernet to auto negotiate duplex mode)
tls acs-client config auth-serv=disabled (?)

Mu understanding based on another thread, is that the first setting fixes this particular issue.

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8ballmad

5 posts

Wannabe Geek

#975743 28-Jan-2014 12:08

Batwing: Feedback I got in November was to wait for firmware update from Telecom, which sounds like they've taken ownership of the issue.

Clearly not communicating well internally though.

FYI - I contacted Telecom about this 'known issue' on 22nd of Jan 2014, and the 'help desk' person I dealt with had not heard of this problem AND they could not find any 'internal reports' on it either. They said they would refer it to their 'tech team' and should get back to me soon. If Telecom have already given feedback to you about a firmware update back in Nov 2013, then why doesn't the 'lower level' help desk team still not know about it 2-3 months later? I'm hoping something comes through soon..

freitasm

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#975840 28-Jan-2014 13:21

It wouldn't be the first telco to not pass information to their frontline staff.

Sadly it's very frequent. And irritating. And stupid.

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Yortw

13 posts

Geek
+1 received by user: 7

#975876 28-Jan-2014 13:58

Hi Everyone,

8ballmad - I suggest you set the DNS on your network adapter manually to point to Google (8.8.8.8 and 8.8.4.4 are the two dns server addresses). While not a fix exactly, it will get your 8.1 device working for now. Or you could try the bat file posted here, but I haven't tested that yet so I'm just assuming that works.

I must have used the wrong keywords when I was trying to use Google to diagnose and solve the problem, because I found lots of VDSL issues etc. but nothing that sounded exactly like my problem, or that mentioned Win 8.1 specifically. Also, all my devices are Win 8.1 now, so I didn't have anything else connected that made me go 'aha, it's only win 8.1 devices'. If I'd found anything like that I probably could have sorted it on my own. Most frustrating is I spoke to 2-3 people from 'tier 2 support' and they still had no idea, so it's not just the very frontline troops who are clueless. In any case - why did none of them even think about the DNS as a possible cause ? Even without specific knowledge of this fault I described the problem here in the forum and within 15 minutes someone had replied questioning the DNS.

I would also love to have told that Telecom guy it definitely was NOT a Microsoft problem, as Win 8.1 works with other modems, both VDSL And ADSL. If anything it is an 'incompatibility' between the two devices, and probably because the default supplied Telecom modem doesn't support some new feature/protocol/algorithm etc. that Win 8.1 uses. While I don't know the technical details, MS are well known for backwards compatibility in their products (more so than many other software companies) so my guess is whatever this new thing is, it's been around a while and Windows only just got it because MS expects all the hardware will support it now. Evidence to support that is my 4 year old DSL router had no problem - why would a new modem from Telecom not support it ?

Stan

929 posts

Ultimate Geek
+1 received by user: 183
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#976244 28-Jan-2014 21:11

plambrechtsen:
insane: Surly the large ISPs are looking into using TR-069 to push such fixes out? WxC have been pushing config updates to my voice ATA for years so I'm just surprised its not done for modems too.

The firmware is being actively tested.. and yes will be pushed out using tr-069 once it's been signed off.

I don't suppose I could get an early copy of said firmware :)

Archer77

131 posts

Master Geek
+1 received by user: 5

#976444 29-Jan-2014 09:10

Wow, well I'm striking Telecom off the list as a prospective RSP when moving to VDSL. The incompetence of it all is amazing, and understandably frustrating for Telecom customers.

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Yortw

13 posts

Geek
+1 received by user: 7

#976566 29-Jan-2014 11:42

I spoke to Telecom yesterday.

They were happy to give me a credit due to my issues and said it would show on the next bill (no arguments at all), but I don't know how much of a credit it will be yet.

I told them they could close the open case since I had a work around, but I tried to put the hard word on them that it was all their fault for shipping a modem with known incompatibilities and no warning. Not sure if I got that message through or not, they sort of tried to blame MS/Windows, which I didn't accept but it may have been water off a ducks back. I explained about how long the problem had been going on for, how no one had even mentioned checking the DNS let alone the specific modem incompatibility, about the forum post here which quickly resolved it and suggested this was a problem they should already know about.

They DID promise to update all their 'Technical Coaches' and get the information published down to the front line troops so they knew about the issue and that using the Google DNS servers would work as a work around. The guy I spoke to also said he had a modem expert he knew but who was currently away, and he would follow up with him when he got back. I also asked them several times to make sure their help & support pages mention this issue and possible solutions, and I sort of got a 'yeah', but I'm not sure if they really meant it. I guess we'll just have to wait and see what happens.

I'm pretty confident the guy was actually going to talk to the technical coaches, so hopefully their call centre will be more help to other customers in the future.

Now I'm left wondering what to do. Leave my systems pointed at Google ? Buy my own modem ? Wait for a patch ? Try that batch file ? Given my system is working as it is, I'm kinda loathe to do anything that might upset it, even if it is really just patched and not 'fixed'.

8ballmad

5 posts

Wannabe Geek

#976585 29-Jan-2014 12:12

Yortw: I spoke to Telecom yesterday.

They were happy to give me a credit due to my issues and said it would show on the next bill (no arguments at all), but I don't know how much of a credit it will be yet.

I told them they could close the open case since I had a work around, but I tried to put the hard word on them that it was all their fault for shipping a modem with known incompatibilities and no warning. Not sure if I got that message through or not, they sort of tried to blame MS/Windows, which I didn't accept but it may have been water off a ducks back. I explained about how long the problem had been going on for, how no one had even mentioned checking the DNS let alone the specific modem incompatibility, about the forum post here which quickly resolved it and suggested this was a problem they should already know about.

They DID promise to update all their 'Technical Coaches' and get the information published down to the front line troops so they knew about the issue and that using the Google DNS servers would work as a work around. The guy I spoke to also said he had a modem expert he knew but who was currently away, and he would follow up with him when he got back. I also asked them several times to make sure their help & support pages mention this issue and possible solutions, and I sort of got a 'yeah', but I'm not sure if they really meant it. I guess we'll just have to wait and see what happens.

I'm pretty confident the guy was actually going to talk to the technical coaches, so hopefully their call centre will be more help to other customers in the future.

Now I'm left wondering what to do. Leave my systems pointed at Google ? Buy my own modem ? Wait for a patch ? Try that batch file ? Given my system is working as it is, I'm kinda loathe to do anything that might upset it, even if it is really just patched and not 'fixed'.

Hi Yortw,

Glad to hear you have got some progress in regards to Telecom acknowledging there is a problem! I actually posted my complaint on Telecoms facebook page, and a Telecom rep posted a response and promised I will get called back to discuss the problem (still waiting), but hopefully after your communications with them and from complaints from me, something may get done!

However, before I got that facebook reply, I checked up on Telecoms DNS settings on their page (I think you mentioned this in another post) and so went into my network adapter to check the settings. It was set to "Obtain DNS server address automatically" so I clicked on 'Use the following DNS server address' and entered in Telecoms settings (not the google DNS) just to see what would happen and.... voila! I have now been browsing and using the internet for the past hour or so without problems, whereas before, I would have to keep restarting my computer and would only get connection for about 10-15min before it went kaka.

It was only through this forum (and some others) that I learned about the whole DNS thing and now I am wondering 'was it really that simple?' surely not. Now, because I am very, very, very ignorant in regards to the technical aspects of DNS servers and wot not I am not sure if that really is 'the fix' or not, so I'm not holding my breath..lol.

And what would happen when I go to use my laptop at work or try to hotspot from my phone now that I've manually configured the DNS server?? Again, excuse my ignorance, I really have no idea what it all means. But thanks for all the feedback and help... much better service than what I'm getting from Telecom!

Batwing

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#976589 29-Jan-2014 12:21

Interesting they would offer you a credit, I certainly asked for one but it was water off a ducks back. Doesn't seem worth fighting now that everything is working but the varying responses/resolutions to the same issue by Telecom certainly doesn't inspire confidence.

Cymro

283 posts

Ultimate Geek
+1 received by user: 8

#976597 29-Jan-2014 12:26

Archer77: Wow, well I'm striking Telecom off the list as a prospective RSP when moving to VDSL. The incompetence of it all is amazing, and understandably frustrating for Telecom customers.

Could be something to do with how many staff they made redundant last year and how stretched those who are left are...

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