Terrible spark service, need help with VDSL

Forums › Spark New Zealand (including Skinny and BigPipe) › Terrible spark service, need help with VDSL

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351 posts

Ultimate Geek

#1418301 1-Nov-2015 20:13

RunningMan: Can you access the log to see what the DSL sync is doing - is it dropping?

DSL hasn't dropped, I also asked the Tech I called yesterday if my connection has dropped and so far it only recorded router resets which I can confirm are the ones I've done. Other than that there hasn't been any disconnections.

tdgeek

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#1418330 1-Nov-2015 20:30

jeeg:
RunningMan: Can you access the log to see what the DSL sync is doing - is it dropping?

DSL hasn't dropped, I also asked the Tech I called yesterday if my connection has dropped and so far it only recorded router resets which I can confirm are the ones I've done. Other than that there hasn't been any disconnections.

So that means you don't have a connection issue with the Chorus DSL network? Note the DSL network is Chorus's not Spark. Spark will pass on the info to Chorus after doing standard isolation tests.

jeeg

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Ultimate Geek

#1418331 1-Nov-2015 20:31

tdgeek:
jeeg:
RunningMan: Can you access the log to see what the DSL sync is doing - is it dropping?

DSL hasn't dropped, I also asked the Tech I called yesterday if my connection has dropped and so far it only recorded router resets which I can confirm are the ones I've done. Other than that there hasn't been any disconnections.

So that means you don't have a connection issue with the Chorus DSL network? Note the DSL network is Chorus's not Spark. Spark will pass on the info to Chorus after doing standard isolation tests.

Yes thats what I think, now only if I could get another modem to test with..

Jase2985

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#1418333 1-Nov-2015 20:32

hard code the DNS servers in your PC and remove the bridge then test again.

Talkiet

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#1418347 1-Nov-2015 21:06

I have seen this but at the moment the symptoms don't make a lot of sense. There's still some troubleshooting to be completed before I'd consider escalating.

- Fixed or wireless testing?
- Have you tried hardcoding the DNS servers onto your PC as suggested?
- Your VDSL sync is really bad. If you can report the full DSL stats and find any error counts that would be great. It may be that you should drop back to ADSL2+.
- "Every website"... really? There are known instances where international traffic may be blocked but national traffic is ok. THIS HAS NOTHING TO DO WITH CONGESTION OR TRAFFIC SHAPING (of which there is none). Next time you experience websites loading intermittently, or not at all, please try a few national sites (and I mean sites hosted in NZ, not just those ending in .nz... I'd suggest the spark.co.nz website as a starting point. Load that and ctrl-F5 a few times to see if it loads consistently.
- The latency on your speedtest is shocking - far more so than the up or download speeds. It indicates perhaps line errors or wireless issues.
- Do you have a static IP?
- Do you use online gaming, host any websites from home, or make any services available from your DSL connection? I ask because some of your symptoms almost sound like you're a DOS attack target.
- Are you able to stream most youtube videos without pausing or buffering? I ask this as a test to see if connections to the local CDNs are likely ok.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

sbiddle

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#1418382 1-Nov-2015 21:40

After rereading everything again including new infirmation I'd now be looking at possible upstream saturation as a probable cause.

jeeg

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Ultimate Geek

#1418412 1-Nov-2015 23:19

Talkiet: I have seen this but at the moment the symptoms don't make a lot of sense. There's still some troubleshooting to be completed before I'd consider escalating.

- Fixed or wireless testing?
- Have you tried hardcoding the DNS servers onto your PC as suggested?
- Your VDSL sync is really bad. If you can report the full DSL stats and find any error counts that would be great. It may be that you should drop back to ADSL2+.
- "Every website"... really? There are known instances where international traffic may be blocked but national traffic is ok. THIS HAS NOTHING TO DO WITH CONGESTION OR TRAFFIC SHAPING (of which there is none). Next time you experience websites loading intermittently, or not at all, please try a few national sites (and I mean sites hosted in NZ, not just those ending in .nz... I'd suggest the spark.co.nz website as a starting point. Load that and ctrl-F5 a few times to see if it loads consistently.
- The latency on your speedtest is shocking - far more so than the up or download speeds. It indicates perhaps line errors or wireless issues.
- Do you have a static IP?
- Do you use online gaming, host any websites from home, or make any services available from your DSL connection? I ask because some of your symptoms almost sound like you're a DOS attack target.
- Are you able to stream most youtube videos without pausing or buffering? I ask this as a test to see if connections to the local CDNs are likely ok.

Cheers - N

Hi there, thanks for replying.

-Fixed connection
-Tried hardcoding DNS just now, it didn't help.
-I know my VDSL sync is bad, there is nothing I can do about it until I wait it out for fibre at this point
-Yes every website including spark, trademe, I also couldn't connect to steam/bnet/ffxiv. The problem is intermittent. I have to hit F5 a few times on the website and sometimes it would load just normally which loads instantly. I have problems watching stream where the chat channel wouldnt connect, the video will take very long to load, after loading it would be flawless (twitch, youtube, nicovideo)
-The latency is speed test I've done while the problem was very severe, its not like that all the time.
-I don't have static ip.
-I don't really online game, I just have steam/bnet etc up to chat with friends. I think its unlikely anyone would DDoS me, I don't even play with random people these days.
- Yes I'm able to stream national and international videos on youtube.

I would like to clarify that speed is fine almost all the time, its just websites and services either connect or they dont and time out.

Quic Broadband

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Jase2985

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#1418458 2-Nov-2015 05:57

what area are you in?

sbiddle

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#1418469 2-Nov-2015 07:43

jeeg:
-The latency is speed test I've done while the problem was very severe, its not like that all the time.

And you've ruled out saturating your upstream as the cause as I mentioned above? Because many of your symptoms fit this very scenario.

RunningMan

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#1418484 2-Nov-2015 08:02

Jase2985: what area are you in?

In the OP

Jase2985

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#1418515 2-Nov-2015 08:39

http://www.geekzone.co.nz/forums.asp?forumid=39&topicid=183663

could be related

Talkiet

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#1418541 2-Nov-2015 09:25

Your symptoms are still confusing...

- Are the issues concentrated around any particular time of day? Peaks times only?
- Have you confirmed that you are not saturating your upstream?
- Do you have a different PC you can test? Do you get the same issues on your phone over wifi?
- What plan are you on? What's your approx monthly usage?

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

jeeg

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Ultimate Geek

#1418622 2-Nov-2015 10:27

Talkiet: Your symptoms are still confusing...

- Are the issues concentrated around any particular time of day? Peaks times only?
- Have you confirmed that you are not saturating your upstream?
- Do you have a different PC you can test? Do you get the same issues on your phone over wifi?
- What plan are you on? What's your approx monthly usage?

Cheers - N

- The issues can happen at any time of the day.
- Yes I have confirmed that I'm not saturating my upstream, everything idle and it would still happen.
- Yes, I have tried 2 desktop PCs, happens on smartphones and tablets as well.
- The VDSL unlimited plan with homephone, can't see monthly usage as its unlimited, but I'm guessing around 300GB monthly.

Talkiet

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#1418628 2-Nov-2015 10:33

- Do you use adblockers? Have you tried using a browser that you don't normally use (let's say IE with no addons)
- Can you setup a continous ping to 219.88.188.5 (ping 219.88.188.5 -t) and leave that running in the background. When you have issues loading a site, does that show any failures or variation in the latency? (Latency should be very consistent unless you have issues on your line or are downloading/uploading at a good speed)

Cheers _N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

jeeg

351 posts

Ultimate Geek

#1418948 2-Nov-2015 16:14

Yes I use adblockers, but the issues happen on twitter app on my iPhone as well.

I did a quick continuous ping to 219.88.188.5, not sure how long I was supposed to leave that running.

Pinging 219.88.188.5 with 32 bytes of data:
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=29ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=10ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=10ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=15ms TTL=61
Reply from 219.88.188.5: bytes=32 time=12ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=16ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=18ms TTL=61
Reply from 219.88.188.5: bytes=32 time=19ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=9ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=9ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=8ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Reply from 219.88.188.5: bytes=32 time=7ms TTL=61
Ping statistics for 219.88.188.5: Packets: Sent = 70, Received = 70, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 7ms, Maximum = 29ms, Average = 8ms
Control-C
^C

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