VDSL line faulty

Forums › Spark New Zealand (including Skinny and BigPipe) › VDSL line faulty

BigDreams

9 posts

Wannabe Geek

#136823 10-Dec-2013 07:35

Hello,

I decided to make my own topic on this. On Friday last week I noticed that my usual VDSL speeds of 34mbps down, 9.8 mbps up were now syncing at about 8mbps down, 5 mbps up. I restarted the modem, did nothing.

I also noticed that when I use the landline my DSL connection disconnects for a few seconds and resyncs at around 22mbps and 10mbps. Of course hanging up the phone it disconnects again and I'm back down to 8mbps and 5mbps with obvious disruptions to my work.

I rang Telecom Friday night and they and simply sent me a new Technicolor modem which arrived this morning. I tried it out but no difference.

Any one have any idea what could be happening? This happens when the phone is completely disconnected to the phone jack, too.

The phone is also very crackly.

Any help would be appreciated.

Thanks.

PeterReader

6018 posts

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#948419 10-Dec-2013 07:35

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

michaelmurfy

meow
13240 posts

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#948433 10-Dec-2013 07:49

Ring 128 and report a fault, I had the exact same thing. Next thing, Chorus were digging up our whole street.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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plambrechtsen

1948 posts

Uber Geek
Inactive user

#948477 10-Dec-2013 09:22

michaelmurfy: Ring 128 and report a fault, I had the exact same thing. Next thing, Chorus were digging up our whole street.

Otherwise the Broadband Helpdesk on 0800 225598 is pretty good too :)

Edit: And just a heads up 128... is credit control aka billing and not Broadband Helpdesk :)

henryhowella

7 posts

Wannabe Geek

#948661 10-Dec-2013 13:10

Hi everybody.

I'm a newbie to this forum, so, if I am in the wrong place, please point me to the right direction.

I changed my plan with Telecom from ADSL to VDSL roughly 4 months ago. While everything was fine with ADSL, from the first day on with VDSL I encountered internet accessibility problems in such that my Internet connection is disrupted literally on a daily basis, often even twice a day. Any reboot or reset of the modem doesn't do anything. I have been in contact with Telecom those 4 months maybe 100 times and it took me actually 3 months before I could make them send out a Chorus technician. By now, 3 different technicians have been at my place but none of them could figure out the problem and left with dodgy excuses. As far as Telecom is concerned, I seem to be on their blacklist by now since it is more than just difficult for me to get in touch with anybody there.

But here comes the funny part: almost every time the connection is down, the moment I pick up the phone and call Telecom, a minute later the modem reconnects, no matter how long I was disconnected.

Has anybody ever encountered a similar problem or do you clever guys out there have any idea on how to tackle this problem?

Lazarui

136 posts

Master Geek

#948724 10-Dec-2013 14:32

henryhowella: Hi everybody.

I'm a newbie to this forum, so, if I am in the wrong place, please point me to the right direction.

I changed my plan with Telecom from ADSL to VDSL roughly 4 months ago. While everything was fine with ADSL, from the first day on with VDSL I encountered internet accessibility problems in such that my Internet connection is disrupted literally on a daily basis, often even twice a day. Any reboot or reset of the modem doesn't do anything. I have been in contact with Telecom those 4 months maybe 100 times and it took me actually 3 months before I could make them send out a Chorus technician. By now, 3 different technicians have been at my place but none of them could figure out the problem and left with dodgy excuses. As far as Telecom is concerned, I seem to be on their blacklist by now since it is more than just difficult for me to get in touch with anybody there.

But here comes the funny part: almost every time the connection is down, the moment I pick up the phone and call Telecom, a minute later the modem reconnects, no matter how long I was disconnected.

Has anybody ever encountered a similar problem or do you clever guys out there have any idea on how to tackle this problem?

Sounds like some type of line issue still in exsistance.

You do have a splitter installed?

And the technicians have checked it is wired correctly?

nitrotech

1285 posts

Uber Geek

#948762 10-Dec-2013 15:21

I have a client with similar issues and there appears to be a DNS issue with the VDSL routers.

I have found putting the telecom DNS servers into your network connection on the PC fixes the problem.

When it's not working if you do a tracert you'll find that that it returns strange IP addresses in the 198.X.X.X (not 192) to all addresses if using the router for DNS.

Try these DNS servers: http://help.telecom.co.nz/app/answers/detail/a_id/1274

let us know how you get on.

henryhowella

7 posts

Wannabe Geek

#948764 10-Dec-2013 15:26

Upon installation of the VDSL, a splitter and a new cable (just for the internet) has been installed. The splitter as such is actually not difficult to connect: it's just green to green and blue to blue (or whatever colors there may be). But to answer your question, yes, it has been checked. However, I asked, whether the splitter might be faulty. The answer was yes but my request of exchanging it was denied. As far as the modem goes, I currently have the third modem connected (provided by Telecom), to no avail. But I think I can safely assume that it is not a modem issue.

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henryhowella

7 posts

Wannabe Geek

#948801 10-Dec-2013 16:05

@ nitrotech

Being grateful and ready to try out any suggestions by now, I still hope you don't mind a couple of questions before I go head over heals into changing something on my PC (I am actually not the greatest of all PC wizards).

1) Adding those DNS servers manually in my PC, doesn't that imply that the issue is on my PC? I'm asking because I'm not losing the connection between my PC and the modem. It is the modem that loses the connection.

2) Adding those servers manually, would this be the correct way to do it (btw: it's a WINDOWS 7 Ultimate 64bit PC):

Control Panel
        Network and Sharing Center
                  Local Area Connection (Status)
                               Properties
                                            Internet Protocol Version 6 or 4 or both?
                                                        Properties

3) Would I have to do that on every device in my household.

PS: You are actually right! I saved one of the event logs after the connection went down and the log lists all sort of server IPs it's trying to connect to, all starting with 198.18.1.XX

nitrotech

1285 posts

Uber Geek

#950702 11-Dec-2013 22:44

henryhowella: @ nitrotech

Being grateful and ready to try out any suggestions by now, I still hope you don't mind a couple of questions before I go head over heals into changing something on my PC (I am actually not the greatest of all PC wizards).

1) Adding those DNS servers manually in my PC, doesn't that imply that the issue is on my PC? I'm asking because I'm not losing the connection between my PC and the modem. It is the modem that loses the connection.

2) Adding those servers manually, would this be the correct way to do it (btw: it's a WINDOWS 7 Ultimate 64bit PC):

Control Panel
        Network and Sharing Center
                  Local Area Connection (Status)
                               Properties
                                            Internet Protocol Version 6 or 4 or both?
                                                        Properties

3) Would I have to do that on every device in my household.

PS: You are actually right! I saved one of the event logs after the connection went down and the log lists all sort of server IPs it's trying to connect to, all starting with 198.18.1.XX

Sorry only just seen this - 1- issue is with dns in the router sending requests to the wrong IP 2 - yep IP v4 you can disable 6 if you wish 3 - yep all devices

henryhowella

7 posts

Wannabe Geek

#950810 12-Dec-2013 09:41

@nitrotech

Thanks mate, just added the servers. Will report back whether it will be stable or still drop out....

henryhowella

7 posts

Wannabe Geek

#951172 12-Dec-2013 19:05

@ nitrotech

Sorry to say, but the line went down again a few minutes ago but as usual, a phone call and it went up again. Only, this can't be the solution, making a phone call each time the connection goes down.

So, any other useful advices? Please.

henryhowella

7 posts

Wannabe Geek

#951174 12-Dec-2013 19:10

Just in case anybody can decipher this, here are 2 lines from my most recent event log (copied from the modem):

1) PPP link down (PPPoE) (115.188.93.38)

2) FIREWALL icmp check (1 of 2): Protocol: ICMP Src ip: 95.34.136.138 Dst ip: 115.188.93.38 Type: Destination Unreachable Code: Host Unreacheable (happened 11 times between 10:30am - 7pm)

It's only hyroglyphics to me.

nitrotech

1285 posts

Uber Geek

#951187 12-Dec-2013 19:27

If your link is down then you've got a line issue - telecom should be able to see the connection drops and offer a solution.

henryhowella

7 posts

Wannabe Geek

#951477 13-Dec-2013 10:06

@ nitrotech

Yeah right, so much for theory.
Telecom monitored my line in the past several times and confirmed the drop-outs, but to date they couldn't figure out the problem, leave alone offer a solution.