Slow New Fibre Connection

Forums › Spark New Zealand (including Skinny and BigPipe) › Slow New Fibre Connection

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tripper1000

1648 posts

Uber Geek
+1 received by user: 1176

#1341472 12-Jul-2015 03:44

cbrpilot will no doubt shed light on this.

I would echo robjg63's comments about physically confirming your connection medium. This sounds similar to my experience.

I had very similar issues initially with my UFB connection.

I received a SMS message stating that I was hookup up to fiber and ready to surf, but the truth of it was that I was still on ADSL and everything died when I plugged into the ONT.

After calling my (non-spark) ISP, there was actually one final step remaining in the process remaining, despite the SMS claims. At their end they had to kill my ADSL and liven my new fiber. At my end I had to pull the ADSL cable, connect the router to the ONT via Ethernet and factory reset the router.

Non geeky people who don't know the physical difference between fiber, Ethernet and ADSL/VDSL cabling would have only known there was a problem via speed testing.

The final process only took ten minutes, but the miss-leading and poor communications, and non-existent planning typified the entire installation process. It is certainly the lowest bidder who won the contract in West Auckland. I wouldn't have paid an electrician for the same standard of work. I may 'de-install' the fiber when it comes to selling the place, it is such a rough and hideous job.

<edit: reinserting vanishing carriage returns>

D1NZ

194 posts

Master Geek
+1 received by user: 14

#1341504 12-Jul-2015 10:02

For my case I wasn't with UFF I am with Enable.
And very first day I got fibre installed my speedtest looked alot like yours, I called my ISP Snap and getting told I was on the wrong profile support told me I was still on my VDSL profile.
Got it switched over after about 4 to 5 hours, reboot ONT and router and I am golden.

CPU: Intel Xeon E3-1225 V2 @ 3.20Ghz
RAM: A-data ECC 4GB x 2 1600MHz
SSD: Samsung 840 Pro 120GB
Motherboard: Intel S1200KPR server board mini-ITX
NIC: Intel Ethernet Server Adapter I350-T2

rendezvous

197 posts

Master Geek
+1 received by user: 50

#1341512 12-Jul-2015 10:46

Well there has been a fault logged. I just have to wait for Ultra Fast Fibre to check what's going on. Everything suggests I'm on the 100/50 profile, but I do note that MySpark still says VDSL. I'll see what happens tomorrow, and follow it up some more.

Dystrality

5 posts

Wannabe Geek

#1342672 14-Jul-2015 00:36

I'm experiencing the same thing. Upgraded to Fibre 100/20 from 30/10 three days ago, just did a speedtest today to see if there were any changes and the speed appears to be around 47/20. Download is half of what was promised. If it doesn't increase by tomorrow i'm going to contact Spark.

Wheelbarrow01

1784 posts

Uber Geek
+1 received by user: 2638

Trusted

Chorus

#1342723 14-Jul-2015 08:34

rendezvous: Well there has been a fault logged. I just have to wait for Ultra Fast Fibre to check what's going on. Everything suggests I'm on the 100/50 profile, but I do note that MySpark still says VDSL. I'll see what happens tomorrow, and follow it up some more.

Please note that your billing profile (plan etc) is the last thing to be updated, so it is entirely normal for your MySpark page to show that you are still on VDSL, and in fact, your VDSL connection will still be active right now in parallel to your fibre. Your VDSL will not disconnect - and you will not be charged for fibre - until the billing profile change is complete, most likely after the fault is resolved.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

rendezvous

197 posts

Master Geek
+1 received by user: 50

#1362205 10-Aug-2015 16:05

Update: After 4 1/2 weeks filled with multiple phone calls, people who would "follow up and get back to me", I finally have Fibre at 100/50 as I ordered. On the Spark side the system showed the 100/50 plan, however, Ultra Fast Fibre provisioned 30/10. I do not understand why this could not have been resolved the first time I called about it, the day after installation.

Aside from the person I last spoke to, who was helpful and actually followed things up and resolved the problem, I am very dissatisfied with how Spark managed this whole process, or rather, didn't manage it. I also received the first fibre bill last night, for the 100 plan of course, despite not getting this speed. The same one person who was helpful managed to resolve that and provide account credit for the slow speeds.

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wasabi2k

2102 posts

Uber Geek
+1 received by user: 860

#1362217 10-Aug-2015 16:23

rendezvous: Update: After 4 1/2 weeks filled with multiple phone calls, people who would "follow up and get back to me", I finally have Fibre at 100/50 as I ordered. On the Spark side the system showed the 100/50 plan, however, Ultra Fast Fibre provisioned 30/10. I do not understand why this could not have been resolved the first time I called about it, the day after installation.

Aside from the person I last spoke to, who was helpful and actually followed things up and resolved the problem, I am very dissatisfied with how Spark managed this whole process, or rather, didn't manage it. I also received the first fibre bill last night, for the 100 plan of course, despite not getting this speed. The same one person who was helpful managed to resolve that and provide account credit for the slow speeds.

More than likely communication problems between UFF and Spark. Spark probably checked their systems and they showed 100/50, while UFF had provisioned 30/10.

I wonder how the data interchange between chorus/uff/enable and the ISPs work.

Sucks being an edge case.

DarkShadow

1647 posts

Uber Geek
+1 received by user: 656

#1363601 12-Aug-2015 12:24

Chorus has a website for ISPs to check the status of a line. But the site only shows what speed the line is supposed to be at and not what it actually is at. It's really annoying.

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