giga fibre - 3/480Mbps, Spark says nothing wrong

Forums › Spark New Zealand (including Skinny and BigPipe) › giga fibre - 3/480Mbps, Spark says nothing wrong

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Chorus

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#3332061 16-Jan-2025 08:02

Morena!
Please PM me either the serial number on your ONT (it starts with ALCL) or your address and I'll take a look from the Chorus side.

Batman

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#3332062 16-Jan-2025 08:04

BMarquis:

Morena!
Please PM me either the serial number on your ONT (it starts with ALCL) or your address and I'll take a look from the Chorus side.

ok thanks

frstep

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#3332089 16-Jan-2025 09:18

Yes Yes yes - me too. The best I've seen in thge last 24 hrs is 30Mb down and 280Mb up, but often much worse. Restarted the ONT and router, no difference.

I'm with Electric Kiwi (which is 2 Degrees I think) so the problem is probably with Chorus.

BMarquis

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#3332095 16-Jan-2025 09:29

frstep:

Yes Yes yes - me too. The best I've seen in thge last 24 hrs is 30Mb down and 280Mb up, but often much worse. Restarted the ONT and router, no difference.

I'm with Electric Kiwi (which is 2 Degrees I think) so the problem is probably with Chorus.

F.

While I dont agree with the problem "probably" being with Chorus :D

Can you please PM me your ONT serial number or address please? I'll check if we've got a huge coincidence and you are on the same equipment as Batman

BMarquis

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#3332106 16-Jan-2025 09:51

Well, I'm currently grabbing my Chorus branded beanie (for some reason its still winter in Wellington.....) and beginning to eat it.

@frstep is on the same exchange equipment as @batman, I thought that would be a very unlikely coincidence!

A great correlation point though... We are currently investigating and will get some debugging plus, no doubt, some line card resets done to clear this up.

Thanks!

johno1234

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#3332196 16-Jan-2025 11:05

How good!

Batman

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#3332201 16-Jan-2025 11:17

johno1234: How good!

Spark is still messaging me how to set up my router even after I explained about the chorus investigating

Quic Broadband

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BMarquis

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#3332547 17-Jan-2025 08:20

Incase somebody stumbles across this thread in the future….

We performed a remediation action last night and the issue is fixed.

frstep

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#3332548 17-Jan-2025 08:27

Yup, an excellent. But how do people who don't search geekzone going suppose to resolve this sort of problem? As the original poster found, the ISPs are little help and if it is not a major outage it could be a while before the actual problem is found. I was lucky that that the symptoms were unusual and this thread came up in my search, but without it I'd be spending hours on the phone trying to convince my ISP (a reseller) to contact their provider (2Deg) and then to contact Chorus.

PolicyGuy

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#3332550 17-Jan-2025 08:28

BMarquis: Incase somebody stumbles across this thread in the future….

We performed a remediation action last night and the issue is fixed.

Geekzone saves the day, again! 😀😀😀

Thanks, @BMarquis
👏👏👏

nztim

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#3332556 17-Jan-2025 08:37

BMarquis: Incase somebody stumbles across this thread in the future….

We performed a remediation action last night and the issue is fixed.

Out of interest (because I am nosy) were the two affected users on

The same Chassis? Same Card? Same Port?

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

cddt

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#3332615 17-Jan-2025 09:07

frstep:

Yup, an excellent. But how do people who don't search geekzone going suppose to resolve this sort of problem? As the original poster found, the ISPs are little help and if it is not a major outage it could be a while before the actual problem is found. I was lucky that that the symptoms were unusual and this thread came up in my search, but without it I'd be spending hours on the phone trying to convince my ISP (a reseller) to contact their provider (2Deg) and then to contact Chorus.

The problem is that 99% of "internet slow" issues ISPs will be hearing about will be due to the customer's local network - wifi, house wiring, devices. So far I haven't heard of a solution to separate the real issues from the noise.

My referral links: BigPipe | Mercury

muppet

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#3332619 17-Jan-2025 09:16

frstep:

Yup, an excellent. But how do people who don't search geekzone going suppose to resolve this sort of problem? As the original poster found, the ISPs are little help and if it is not a major outage it could be a while before the actual problem is found. I was lucky that that the symptoms were unusual and this thread came up in my search, but without it I'd be spending hours on the phone trying to convince my ISP (a reseller) to contact their provider (2Deg) and then to contact Chorus.

You ring your ISP. It's a shame that Spark dropped the ball this time. But I've had a few similar issues passed up to me (I'm a network engineer at an ISP, not Spark) before from the helpdesk and the situation each time has been to log a fault with Chorus (and sometimes, press them into actually checking the issue as their first line will often brush you off) and eventually they've realised that multiple subscribers (from differnet ISPs) are having issues and have, as stated above "performed a remediation action" to resolve it.

If you state your case clearly to your ISP and have performed all the steps asked of you (yes, as silly as they can be when you know what you're doing) then you'll eventually get past first line support and towards resolution. Of course, the cheaper ISPs are often cheaper because they have less support channels, so getting actual help when you really need it can be a challenge.