Getting Someone Higher Up on Phone (Telecom)

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hamisht

389 posts

Ultimate Geek

#114033 5-Feb-2013 19:33

How far up the food chain has anyone been able to get over the phone?

We are completely sick of our internet speed dropping from 5mbps to under 1mbps after 4pm. We are not that unlimited plan, we were on a 60GB plan, and our speed decreased pretty much the week after they went through and doubled all the data on their plans.

Before that double-up came, we had no problems at all, a regular high speed 24/7, now it's atrocious. We spent a few hours on the phone with Telecom today (we went through all the troubleshooting crap months ago via Email, and they determined there was an intermittent fault at the exchange which they don't plan to repair), but no one could help us any further (or had any idea what we were talking about).

So we want to try and talk to someone higher up, rather than just someone in India... any suggestions? we really want our speed back, even if that means having to drop down to a smaller plan (we might have to anyway, considering we can't even use any of the data due to the low speed). We are also trying to get a refund for the period of time this has happened.. I mean, if you bought a TV and it only worked during 7am - 3pm you would want your money back right?

Last nights speed was 0.44mbps

Here is some speed test results that Telecom got us to do when we first contacted them on the 14th November;

SPEED TEST RESULTS:

Date: 18th November 2012
Time: 8:48AM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 1.87
Upload Speed (Mbps): 0.10

Date: 18th November 2012
Time: 12:17PM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 2.89
Upload Speed (Mbps): 0.09

Date: 18th November 2012
Time: 8:01PM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 0.89
Upload Speed (Mbps): 0.07

Date: 19th November 2012
Time: 8:00AM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 4.88
Upload Speed (Mbps): 0.11

Date: 19th November 2012
Time: 12:38PM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 1.50
Upload Speed (Mbps): 0.08

Date: 19th November 2012
Time: 8:33PM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 0.87
Upload Speed (Mbps): 0.07

Date: 20th November 2012
Time: 6:37AM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 3.58
Upload Speed (Mbps): 0.08

Date: 20th November 2012
Time: 5:12PM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 1.12
Upload Speed (Mbps): 0.12

Date: 20th November 2012
Time: 7:44PM
Broadband Gateway/Modem: Thomson TG585
Connection Type: Ethernet
Download Speed (Mbps): 0.98
Upload Speed (Mbps): 0.12

Rebooted / Restarted Modem, no difference.

Changed from ADSL D-Link to Telecom ADSL Modem, no difference.

Connected Directly to Modem via Ethernet, no difference.

Replaced Filters on Main Lines (Hallway and Main Phone), no difference.

Unplugged both phones (Bedroom + Kitchen) completely, no differnce.

Tested with shorter Phone Line (1 meter), no difference.

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7972 posts

Uber Geek

#756247 5-Feb-2013 19:36

What are your modem DSL line stats (not speedtest results)?

Are you testing with a wired connection, or WiFi?

Where abouts (approximately) do you live?

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plambrechtsen

1948 posts

Uber Geek
Inactive user

#756250 5-Feb-2013 19:43

If you PM me or email me pl at telecom.co.nz your line number I could investigate it further.

If however you're on an old copper line that Chorus won't fix there isn't much Telecom can do about it.

Or perhaps your on a conklin... which means there is even less that can be done about it.

I am sure you already have a master filter if you have been through all these broadband troubles.

RunningMan

7972 posts

Uber Geek

#756252 5-Feb-2013 19:45

plambrechtsen:

Or perhaps your on a conklin... which means there is even less that can be done about it.

That's what I was thinking

hamisht

389 posts

Ultimate Geek

#756253 5-Feb-2013 19:47

RunningMan: What are your modem DSL line stats (not speedtest results)?

Are you testing with a wired connection, or WiFi?

Where abouts (approximately) do you live?

DSL Line stats? i'm not sure how to get those, could you please explain and I will provide them.

Those speed tests were Wired, but we are usually on a Wireless signal (full bars).

We live in Whakapara, which is about 22km north of Whangarei.

The main issue we have, with telecom, is that they can't tell us why our speed has decreased, when we had no issues at all previously.

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hamisht

389 posts

Ultimate Geek

#756254 5-Feb-2013 19:49

plambrechtsen: If you PM me or email me pl at telecom.co.nz your line number I could investigate it further.

If however you're on an old copper line that Chorus won't fix there isn't much Telecom can do about it.

Or perhaps your on a conklin... which means there is even less that can be done about it.

I am sure you already have a master filter if you have been through all these broadband troubles.

Here is our last response we got from Chorus/Telecom:

The Network Team has completed its investigation. They have found that the exchange whilst operating within its design capability, does appear to be intermittently experiencing a performance issue. No further upgrades on this equipment are possible. At this stage there are currently no plans for relief. I hope that at least having a clear expectation of your connection will empower you to choose between keeping the broadband connection or looking at alternatives. You could speak to a local IT person who would likely know what kinds of alternatives are available in your area, as land line broadband is not the only option these days, we do offer Mobile broadband information on this can be found here: http://www.telecom.co.nz/internet/mobilebroadband/overview And there are other alternatives out there if you find that land line broadband in this area is not meeting your requirements.

Mobile broadband is out of the question due to the ridiculous cost (and limited Data).

I can't remember exactly what they said our line was (can't find the email).

Email sent (via that Email button on the left.. can't find the PM button)!

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RunningMan

7972 posts

Uber Geek

#756257 5-Feb-2013 19:55

If you log in to the admin interface of your modem using a web browser, there should be a status page that displays the DSL line stats - this will give us an indication of the quality of your connection to the exchange.

DjShadow

3955 posts

Uber Geek

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#756258 5-Feb-2013 19:56

Looks like Ubergroup have good wireless coverage in your area:

http://ubergroup.co.nz/wireless-coverage.uber

hamisht

389 posts

Ultimate Geek

#756261 5-Feb-2013 19:59

RunningMan: If you log in to the admin interface of your modem using a web browser, there should be a status page that displays the DSL line stats - this will give us an indication of the quality of your connection to the exchange.

DSL Connection

Link Information

Uptime:8 days, 8:09:55

DSL Type:ITU-T G.992.1

Bandwidth (Up/Down) [kbps/kbps]:576 / 7.104

Data Transferred (Sent/Received) [GB/GB]:

Is that it?

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plambrechtsen

1948 posts

Uber Geek
Inactive user

#756264 5-Feb-2013 20:03

So... Living in Whakapara it's always handy to prefix any statement about poor broadband with that information.

You're on a Conklin, luckily you're getting upgraded, sometime around mid 2014, but checking your exact address you seem to fall outside the coverage area... But you should in theory be hanging off that cabinet.

From the Chorus RBI information it will be called "WKP/P"

I suggest you plug your address into http://www.chorus.co.nz/maps

hamisht

389 posts

Ultimate Geek

#756265 5-Feb-2013 20:07

plambrechtsen: So... Living in Whakapara it's always handy to prefix any statement about poor broadband with that information.

You're on a Conklin, luckily you're getting upgraded, sometime around mid 2014, but checking your exact address you seem to fall outside the coverage area... But you should in theory be hanging off that cabinet.

I suggest you plug your address into http://www.chorus.co.nz/maps

Nothing appears to be highlighting on that map, so I guess we are off the plan.

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sbiddle

30853 posts

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#756272 5-Feb-2013 20:19

hamisht:
plambrechtsen: So... Living in Whakapara it's always handy to prefix any statement about poor broadband with that information.

You're on a Conklin, luckily you're getting upgraded, sometime around mid 2014, but checking your exact address you seem to fall outside the coverage area... But you should in theory be hanging off that cabinet.

I suggest you plug your address into http://www.chorus.co.nz/maps

Nothing appears to be highlighting on that map, so I guess we are off the plan.

You obviously didn't select any layers. I can see all the RBI coverage showing up around Whakapara.

Looking at the wireless RBI maps that entire area will also receive wireless RBI coverage as well.

The simple reality of where you live is that things aren't going to get any better until the fibre fed RBI cabinets are deployed. There is absolutely nothing that can be done to improve connectivy to E1 fed Conklin's - the fact you have broadband in itself makes you lucky.

As residential broadband is a best effort service with no SLA's there is very little you can do. By the sounds of it however there is wireless coverage in your area so you'll probably get better performance from that.

freitasm

BDFL - Memuneh
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#756273 5-Feb-2013 20:25

Basically what they're saying is that since you're connected to a conklin (a type of small exchange/cabinet thing) there isn't much that can be done. And don't even think moving ISPs because things are still going to be same.

The network infrastructure is Chorus, so regardless of which ISP you connect there you will still be limited with the conklin.

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hamisht

389 posts

Ultimate Geek

#756279 5-Feb-2013 20:36

That's true, but why did it only start happening when they doubled our data?

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freitasm

BDFL - Memuneh
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#756283 5-Feb-2013 20:40

More people using, all connected to a conklin, which is limited?

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sbiddle

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#756307 5-Feb-2013 21:08

hamisht: That's true, but why did it only start happening when they doubled our data?

A typical Conklin has 3 E1's feeding it - in the old days with BUBA dimensioning and low cap plans issues didn't arise. It doesn't take a rocket scientist to realise that with larger plans that's simply not possible with fixed capacity backhaul.

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