Weird fibre issue

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#2153273 2-Jan-2019 16:02

sbiddle:
Red optical or optical going off indicated optical issues with the UFB network. If this is the issue you're guaranteed to have the exact same issue with Vodafone so changing RSP will achieve absolutely nothing.

Yep

But the issue was that the OP’s problem is the rsp isn’t taking action to monitor his connection and do something, rather they revert to simple script of switch everything on and off again. No network in the world whether 100 years old or 10 minutes old can cope with an inept ‘I don’t really care do you’ approach to customers.

If the network is at fault and he’s gone to Voda.... maybe @jasonparis efforts on getting people to actively fix things might work in OP’s favour.

________

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#2153275 2-Jan-2019 16:08

antoniosk:
sbiddle:

Red optical or optical going off indicated optical issues with the UFB network. If this is the issue you're guaranteed to have the exact same issue with Vodafone so changing RSP will achieve absolutely nothing.

Yep

But the issue was that the OP’s problem is the rsp isn’t taking action to monitor his connection and do something, rather they revert to simple script of switch everything on and off again. No network in the world whether 100 years old or 10 minutes old can cope with an inept ‘I don’t really care do you’ approach to customers.

If the network is at fault and he’s gone to Voda.... maybe @jasonparis efforts on getting people to actively fix things might work in OP’s favour.

He will get the exact same response from Vodafone, except now start from scratch again and potentially make it even worse by having a provisioning order in play at the same time as trying to get a fault raised.

The comment about the "have to pay $120" is EXACTLY what every ISP would need to say anyway in case it is a no fault found situation. The OP had obviously just got sick of listening and decided to throw toys instead.

Usual stupidity of NZ broadband consumers. Every still has the "telecom are out to get us" attitude.

danepak

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#2153313 2-Jan-2019 16:22

Usual stupidity of NZ broadband consumers. Every still has the "telecom are out to get us" attitude

Wow

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#2153472 2-Jan-2019 19:02

I have to agree with Chevrolux, so don't be surprised if you are in for exactly the same run around. Clearly something out of the ordinary was impacting on your connection. You would have been better off digging in and escalating till you got a resolution, painful, but possibly not a re run that you are heading for now.

Cyril

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#2153509 2-Jan-2019 21:28

Oddly, I didn't see any red lights on his ONT at all? Where was the red light specifically (or did I miss something)?
When you say you "switched to Vodafone" was this for fibre still, or did you move to cable?

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#2153526 2-Jan-2019 22:20

Alright, apologies for the delay on this one. I've been pretty occupied so haven't been in a mood to pull the laptop out.

Sad to see your going, Your welcome to make your choices though. Best of luck in your endeavors.

Out of the 3 online tests ran I'm seeing the following:

on the 30th, there was a optical fault.

on the 31st, there was another optical fault, with an outage notified at the time of testing.

Or per chorus's records:

(Green is OK, Red is no optical, Grey is power loss)

So the issues with the physical fibre, were there. they could have been upstream and thus not requiring a physical tech out.

Much of the confusion in all of this ordeal with the callcenter, is there appears to had been some confusion around your fault, this thread reads to me as conectivity issues however in the calls/chats slow speed was reported.

Looking at the chorus notifications for your network elements, there has been a ton of issues with that gear over the last few weeks.

Much of this resolution involved alot of work, with multiple linecards being replaced, faults occurring etc.

Now, as for the WiFi issue discussed further back in the thread, you are hitting the 16 device limit, and thus it's knocking devices off. this is causing the wifi isn't working till you reboot the modem issue you were getting.

Last bit to mention is, the disclosure is a standard part of any procedure for any RSP when a possible charge is there.

It's not you will be charged.

#include <std_disclaimer>

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

danepak

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#2153751 3-Jan-2019 11:46

hio77:
Alright, apologies for the delay on this one. I've been pretty occupied so haven't been in a mood to pull the laptop out.

Sad to see your going, Your welcome to make your choices though. Best of luck in your endeavors.

Out of the 3 online tests ran I'm seeing the following:

on the 30th, there was a optical fault.

on the 31st, there was another optical fault, with an outage notified at the time of testing.

Or per chorus's records:

(Green is OK, Red is no optical, Grey is power loss)

So the issues with the physical fibre, were there. they could have been upstream and thus not requiring a physical tech out.

Much of the confusion in all of this ordeal with the callcenter, is there appears to had been some confusion around your fault, this thread reads to me as conectivity issues however in the calls/chats slow speed was reported.

Looking at the chorus notifications for your network elements, there has been a ton of issues with that gear over the last few weeks.

Much of this resolution involved alot of work, with multiple linecards being replaced, faults occurring etc.

Now, as for the WiFi issue discussed further back in the thread, you are hitting the 16 device limit, and thus it's knocking devices off. this is causing the wifi isn't working till you reboot the modem issue you were getting.

Last bit to mention is, the disclosure is a standard part of any procedure for any RSP when a possible charge is there.

It's not you will be charged.

Hi Hio77, I appreciate your help.

So with the optical faults, are they likely to return?
And will it make any difference, that I'm now with Vodafone? I assume not, as it's all Chorus, right?

Yes, I explained to the call centre that some websites I couldn't reach, but I could reach some other ones. Some of them at normal speed, some at very slow speed.

You mentioned that there's been tons of issues with that equipment. Is that the Huawei HG659b router?

You also wrote that I'm hitting the 16 devices limit. I only have 8-9 devices on. If this still is an issue, I do have a wireless AP (Cambium) that I could use, which would allow for 100s of devices to be connected.

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Trade NZ and US shares and funds with Sharesies (affiliate link).

sbiddle

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#2153805 3-Jan-2019 12:46

danepak:

Hi Hio77, I appreciate your help.

So with the optical faults, are they likely to return?
And will it make any difference, that I'm now with Vodafone? I assume not, as it's all Chorus, right?

Yes, I explained to the call centre that some websites I couldn't reach, but I could reach some other ones. Some of them at normal speed, some at very slow speed.

You mentioned that there's been tons of issues with that equipment. Is that the Huawei HG659b router?

You also wrote that I'm hitting the 16 devices limit. I only have 8-9 devices on. If this still is an issue, I do have a wireless AP (Cambium) that I could use, which would allow for 100s of devices to be connected.

Nobody can tell you if an optical fault will reoccur as it depends on the cause. I've got one customer who's had 4 outages, 1 x 12hr and 3 x 24hr outages over the past year all caused because of OLT and linecard issues, and yet 99.9% of UFB users will never encounter a fault. Fibre related issues will impact you regardless of the RSP.

Not being able to reach some websites or speed being impacted is unlikely to have been anything related to the UFB issue and sounds more like an internal network issue.

A Cambrium AP will still face limits of users (and definitely won't support in the hundreds - any AP starts facing issues once you start hitting 30+ users simply because of how WiFi works). It would only partly fix your issue as the HG659b also has a limit on the number of LAN DHCP leases it can give out.

danepak

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#2153839 3-Jan-2019 13:06

sbiddle:
danepak:

Hi Hio77, I appreciate your help.

So with the optical faults, are they likely to return?
And will it make any difference, that I'm now with Vodafone? I assume not, as it's all Chorus, right?

Yes, I explained to the call centre that some websites I couldn't reach, but I could reach some other ones. Some of them at normal speed, some at very slow speed.

You mentioned that there's been tons of issues with that equipment. Is that the Huawei HG659b router?

You also wrote that I'm hitting the 16 devices limit. I only have 8-9 devices on. If this still is an issue, I do have a wireless AP (Cambium) that I could use, which would allow for 100s of devices to be connected.

Nobody can tell you if an optical fault will reoccur as it depends on the cause. I've got one customer who's had 4 outages, 1 x 12hr and 3 x 24hr outages over the past year all caused because of OLT and linecard issues, and yet 99.9% of UFB users will never encounter a fault. Fibre related issues will impact you regardless of the RSP.

Not being able to reach some websites or speed being impacted is unlikely to have been anything related to the UFB issue and sounds more like an internal network issue.

A Cambrium AP will still face limits of users (and definitely won't support in the hundreds - any AP starts facing issues once you start hitting 30+ users simply because of how WiFi works). It would only partly fix your issue as the HG659b also has a limit on the number of LAN DHCP leases it can give out.

I assumed it would be in the 100s, as the websites says up to 256.
https://www.cambiumnetworks.com/products/wifi/cnpilot-e410/

You mentioned internal network issue, when I couldn't access some websites.
As an example, I could ping 8.8.8.8, but couldn't ping a large number of other websites.
When the fibre then was back up and running perfectly well, I could ping all websites.

Jase2985

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#2153925 3-Jan-2019 15:54

you could have hundreds but because wifi is a shared medium those hundreds will have horrible connections and likely their user experience will be shocking.

its marketing speak at the end of the day. 20-30 devices per AP is about all you would want for long periods.

what DNS server are you using?

hio77

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#2153970 3-Jan-2019 17:03

Now that customer sounds like they are on the same olt Steve... Last 3 months for all of those.?

Steve is right. Nobody can predict it. Fibre is generally 99% uptime generally a fault maybe every few years compared to copper being closer to multiple a year on average.

As noted before, the optical test has confirmed issue every time it was down due to that..

#include <std_disclaimer>

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

danepak

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#2153975 3-Jan-2019 17:05

hio77: Now that customer sounds like they are on the same olt Steve... Last 3 months for all of those.?

Steve is right. Nobody can predict it. Fibre is generally 99% uptime generally a fault maybe every few years compared to copper being closer to multiple a year on average.

As noted before, the optical test has confirmed issue every time it was down due to that..

Thanks for the info.
So if there are issues with the optical, I assume they (Chorus) need to send out a Tech to fix it.

hio77

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#2153984 3-Jan-2019 17:14

danepak:
hio77: Now that customer sounds like they are on the same olt Steve... Last 3 months for all of those.?

Steve is right. Nobody can predict it. Fibre is generally 99% uptime generally a fault maybe every few years compared to copper being closer to multiple a year on average.

As noted before, the optical test has confirmed issue every time it was down due to that..

Thanks for the info.
So if there are issues with the optical, I assume they (Chorus) need to send out a Tech to fix it.

It depends.

If it's on the olt chorus will just fix it, it will be an outage.
If say, a break in the fibre along your property is broken you need a tech out.

Although it doesn't help you, I am working on some changes to improve the detection of these.

#include <std_disclaimer>

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

danepak

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#2154018 3-Jan-2019 17:16

hio77:
danepak:
hio77: Now that customer sounds like they are on the same olt Steve... Last 3 months for all of those.?

Steve is right. Nobody can predict it. Fibre is generally 99% uptime generally a fault maybe every few years compared to copper being closer to multiple a year on average.

As noted before, the optical test has confirmed issue every time it was down due to that..

Thanks for the info.
So if there are issues with the optical, I assume they (Chorus) need to send out a Tech to fix it.

It depends.

If it's on the olt chorus will just fix it, it will be an outage.
If say, a break in the fibre along your property is broken you need a tech out.

Although it doesn't help you, I am working on some changes to improve the detection of these.

Thanks again.

sbiddle

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#2154039 3-Jan-2019 17:55

danepak:
hio77: Now that customer sounds like they are on the same olt Steve... Last 3 months for all of those.?

Steve is right. Nobody can predict it. Fibre is generally 99% uptime generally a fault maybe every few years compared to copper being closer to multiple a year on average.

As noted before, the optical test has confirmed issue every time it was down due to that..

Thanks for the info.
So if there are issues with the optical, I assume they (Chorus) need to send out a Tech to fix it.

In your cases Chorus would have sent a tech to the exchange to fix the issue.

There is absolutely no reason for a truck roll to your premises because there is nothing wrong there.

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