Dsl keeps dropping, but never when telecom is monitoring it, very frustrating.

Forums › Spark New Zealand (including Skinny and BigPipe) › Dsl keeps dropping, but never when telecom is monitoring it, very frustrating.

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Bung

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#720082 20-Nov-2012 13:55

OK I'll bite. You've had a master filter installed and didn't get any extra jackpoints? Is your telephone now connected to the 2nd jackpoint that previously wasn't used or are you still connecting both modem and phone into the same jack?

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rugrat

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#720191 20-Nov-2012 16:10

Still connected to same jack.

i don't beleive the chorous technician did the job correctly, guessing he didn't want to go under house to lay cable.

Have lodged complaint with telecom, waiting for call back for another technican to come out. If haven't heard Wednesday will call again.

It's still dropping out, but way less frequently now, about once a day.

johnr

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#720193 20-Nov-2012 16:13

Once a day is in limit so would be surprised if a tech is dispatched

rugrat

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#720202 20-Nov-2012 16:30

Yes but I'm paid for master splitter install, for adsl to be on a single jack.

I haven't recieved what i paid for.

Be different if telecom wearing the bill.

Plus it went twice within 3 hour period one night, so I'm not accepting it.

If it's not fixed will be cancelling my account completely.

johnr

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#720228 20-Nov-2012 17:22

rugrat: Yes but I'm paid for master splitter install, for adsl to be on a single jack.

I haven't recieved what i paid for.

Be different if telecom wearing the bill.

Plus it went twice within 3 hour period one night, so I'm not accepting it.

If it's not fixed will be cancelling my account completely.

You may as well never get a internet connection again from any ISP if you are expecting zero drops

rugrat

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#720256 20-Nov-2012 17:50

Not expecting zero drops.

I use to get a drop once every 4 to 6 weeks, for first 4 years had internet here.

If it drops around once, twice a week could live with that.

Contacted telecom tonight, they put me through to people that deal with master splitters.

They confirmed it hadn't been installed correctly and sent email to what they call "The specialists"

Said I'll get call tomorrow night about someone coming to do it correctly.

rugrat

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#720936 21-Nov-2012 19:41

I can't believe it.

Sounds like they're going to send the same guy out.

I had them on saying "you're going to send someone out to a customers house that doesn't want to do the job"

Answer is "Afraid so, that I'll just have to check he's done it propery when finished"

And if he won't do it, to tell him to do it.

He was suppose to call me today heard nothing so far, noticed on speed test internet going a bit slower, guessing trying to fix problem by slowing my internet, but again it's not what I'm paying for"

All I can say, is shocking customer service telecom.

plambrechtsen

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#721041 21-Nov-2012 23:13

If you could contact me pl at telecom dot co dot nz with your phone number and account number and a number I can contact you on so I can chase up why things have gone so wrong. Sounds like to me things have gone very wrong and I will work on getting it sorted.

rugrat

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#721049 21-Nov-2012 23:38

Thank you, email sent from a gmail account.

rugrat

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#721271 22-Nov-2012 12:56

Don't know if followup from email but downer rang.

Said that as I told him don't use other jack he thought it not connected.

He's coming tomorrow morning to make it so I can use other jack with phone and no filter.

Said that still be able to use phone on jack that internet on, and he can't see it making any difference to dropouts.

Downer is backing him. Does this sound correct install?

rugrat

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#721718 23-Nov-2012 10:09

Set up now is:

One jack internet and phone.

Second jack, phone only.

While he was here, internet dropped after he'd done work, so he saw it for himself.

Said he'd checked my wiring and all good so nothing more he could do and i'll have to ring faults.

Also suggested i try modem with ethernet connections unplugged, see how that goes.

I've tried it with wireless off, and still drops so not, wireless.

rugrat

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#722175 24-Nov-2012 09:47

New guy out now,

Said i'm getting 20 mbs at exchange.

At house jack point 15 mbs.

Said for distance from exchange should not be that much of drop in line rates.

He replaced house wiring. Still same speeed at jack.

He did speed test at street and found drop in speed before it reached my house.

If i picked it up right, they're now replacing cable from exchange to my house.

Bung

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#722247 24-Nov-2012 12:20

rugrat: Don't know if followup from email but downer rang.

Said that as I told him don't use other jack he thought it not connected.

He's coming tomorrow morning to make it so I can use other jack with phone and no filter.

Said that still be able to use phone on jack that internet on, and he can't see it making any difference to dropouts.

Downer is backing him. Does this sound correct install?

That would have meant that he installed a central splitter without wiring anything to the telephone outlet. A nonsense as the splitter would be doing nothing. The only way you could use the phone in parallel with the modem on the direct ADSL jack would be with a plug in filter.

If they change cable pair and it fixes the drop out, it could be as mundane as the jumpering at the exchange or cabinet. Chasing a 5M drop in synch between exchange and your address is probably a red herring. I can see the exchange in the distance and lose more than that.

rugrat

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#722286 24-Nov-2012 13:51

Yep.

He changed line from exchange to house, no difference line speed.

He then changed port pluged into at exchange, line speed dropped.

At 11 .00am, it dropped out and then reconnected at old speed, there was a data upload going to port that happens in one hour batches, so it might have been port changing settings, so back up to original speed.

No drop outs since. Also in modem page seeing no crc errors, fec errors where I was before, even on periods where it hadn't dropped.

I don't know if wired correctly but yes on modem jack, using plug in filter with phone modem, other jack no filter phone only.

My best bet is my problems were the port, but I guess trouble shooting always starts at persons house, cause as someone said ports rarely fail, lol.

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