Telecom customer support fairly lackluster.

Forums › Spark New Zealand (including Skinny and BigPipe) › Telecom customer support fairly lackluster.

Uzoha

12 posts

Geek

#129512 18-Sep-2013 11:54

Hi there,
I've recently had issues with the telecom customer support team regarding my broadband connection. I have severe packet loss and unstable ping. This causes programs like skype, mumble vent etc to not work properly (stuttering audio). I contacted the Telecom customer support helpdesk and attempted to have this problem looked at as this connection is unusable for anything other than internet browsing. Unfortunately the person I spoke to seemed to have no clue what he was doing, or simply was trying to follow a guideline.
He kept asking the same questions and when I asked to speak with someone else higher up, he told me my connection was fine and that I was receiving the max speeds for my line.
I normally get 6Mbps down 0.7Mbps up but lately I get 2-3 down and 0.05 up so this is obviously not true.

Long story short; what do I have to do to get this problem fixed short of swapping to a different telco if the telecom helpdesk wont help.

Thanks,
Uzoha

ps: this is what my modem is showing for stats:

ADSL Link

Downstream

Upstream

Connection Speed

6451 kbps

889 kbps

Line Attenuation

38.5 db

21.3 db

Noise Margin

12.6 db

12.5 db

1 | 2

6018 posts

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Geekzone

Lifetime subscriber

#897551 18-Sep-2013 11:54

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

These links are referral codes: Sharesies | Mighty Ape

johnr

19282 posts

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Inactive user

#897563 18-Sep-2013 11:58

Approx where do you live?

If you are a rural customer and connected to a Conklin cabinet then changing ISP will not help you,

Please post modem stats so we can take a look

Uzoha

12 posts

Geek

#897565 18-Sep-2013 11:59

East side of Christchurch shirley

johnr

19282 posts

Uber Geek
Inactive user

#897566 18-Sep-2013 12:00

Have you done a isolation test and do you have a master filter installed on the line coming into the house?

Inphinity

2780 posts

Uber Geek

#897567 18-Sep-2013 12:00

I must admit, I've found recently the front line helpdesk to not only be clueless (which I expect), but also unwilling to escalate to someone who might be able to help.

What speed is your modem syncing at?
Have there been any changes to your phone wiring - added a monitored alarm, sky, etc?
Can you try a) unplugging any other devices from the phone line, b) a different cable from the modem to the phone socket and c) a different modem to rule these out as issues?

plambrechtsen

1948 posts

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Inactive user

#897568 18-Sep-2013 12:01

Email me your home phone number "pl at telecom.co.nz" and I can run a line test.

I bet you will need a Master Filter as your internal wiring will be causing the issue.

Uzoha

12 posts

Geek

#897569 18-Sep-2013 12:02

Hi,
Yes ive done all the basic troubleshooting steps.
No I dont have a masterfilter installed.

Heres stats:

ADSL Link

Downstream

Upstream

Connection Speed

6451 kbps

889 kbps

Line Attenuation

38.5 db

21.3 db

Noise Margin

12.6 db

12.5 db

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Uzoha

12 posts

Geek

#897573 18-Sep-2013 12:06

Email sent, I have to say I'm quite impressed at the speed of responses here. :)

plambrechtsen

1948 posts

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Inactive user

#897576 18-Sep-2013 12:14

Right... Well you are extremely unlucky where you live.

You are connected to the Shirley Exchange, but was never cabinetised (in fact like me).

You're right on the edge of the area that DID get cabinetised. But you are not in it.

I've emailed you a picture showing where you live and where the exchange is, and it's not a pretty picture showing up at 2.5km away.

I would highly recommend you get a Splitter / Master Filter installed to get the best out of your broadband.

Uzoha

12 posts

Geek

#897582 18-Sep-2013 12:16

Yeah, not surprising either. I also live literally 2 houses down from the last cable connection as well.

plambrechtsen

1948 posts

Uber Geek
Inactive user

#897584 18-Sep-2013 12:18

If you are happy for me to post the picture, you can receive joint commiserations on why you can't get better broadband or VDSL due to being two houses outside the cabinetised area. (Asking if you are happy to post since it shows your house on the pin drop).