Frequent disconnections (unstable connection) from Telecom broadband, please help.

Forums › Spark New Zealand (including Skinny and BigPipe) › Frequent disconnections (unstable connection) from Telecom broadband, please help.

ric2014

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#138740 15-Jan-2014 11:46

My location: East Tamaki Heights, Auckland 2016
Broadband plan: Telecom Home package 150GB
Telecom modem 1: Thomson TG585 v8 (using it currently)
Telecom modem 2: technicolor TG582n (received it recently)

I have unstable connection from Telecom for a long time, last time when it happened more frequently while I was using Thomson TG585 v7, the issue was solved by changing new modem: Thomson TG585 v8 from Telecom, however the issue becomes more serious again in recent months, so Telecom decided to send me their latest modem: technicolor TG582n after the following emails between 04-01-2014 and 06-01-2014:

Email from Telecom:
I have run a test on your line and it has resulted to an unstable line with 50 disconnections within the last 24 hours and 220 disconnections within the last 7 days (10+ disconnections per day is considered as an issue).

Reply from me:
Telecom: Try a different filter.
My reply: Tried and the issue is still happening from time to time.
Telecom: Make sure all jackpoints (in use) have filters.
My reply: Yes.
Telecom: Remove any extension cables/adaptors.
My reply: Never used.
Telecom: Try the modem on a different jackpoint (if possible).
My reply: Tried and the issue is still happening from time to time.
Telecom: Try a different modem (if possible).
My reply: I only have one modem.

Email from Telecom:
Because we see disconnections on your line and you have confirmed your equipment checks, I have started a 12 hour line test monitor to pick up any disconnections and escalated this case to our Network Team to decide whether a replacement modem or a technician is required.

It didn't solve the issue this time after I installed the new modem on 07-01-2014, and the speed quality seem getting worse, so I switched back to Thomson TG585 v8 and the speed seem normal again, but the issue is still unsolve.

I run a speed test from Telecom website when I was using Thomson modem on 12-01-2014 after I suspect the speed is suddenly drop, the reulst show:

Download speed: 0.25 Mbps
Upload speed: 0.42 Mbps

The download speed is usually more than 10 Mbps, so I emailed Telecom on 12-01-2014 about this rare low speed issue along with the unsolved unstable connection issue, they still haven't replied me yet.

I wonder have anyone had similar situation and how did you solve the unstable connection issue?

PeterReader

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#967467 15-Jan-2014 11:46

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.

plambrechtsen

1948 posts

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#967482 15-Jan-2014 12:03

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

I am 99.9% sure it is:
A) Poor Internal Wiring requiring a Master Filter to be installed
B) Distance from the exchange so that is the best you can get
C) Living in a rural area that hasn't been upgraded from an ASAM or Conklin to an ISAM.

Or a combination of all of the above.

A line test will show me what the problem is pretty quickly.

chevrolux

4962 posts

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#967503 15-Jan-2014 12:48

Wired or Wireless?

ric2014

5 posts

Wannabe Geek

#967516 15-Jan-2014 13:01

use wired on desktop and wireless on laptop

ric2014

5 posts

Wannabe Geek

#968134 16-Jan-2014 13:23

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

I am 99.9% sure it is:
A) Poor Internal Wiring requiring a Master Filter to be installed
B) Distance from the exchange so that is the best you can get
C) Living in a rural area that hasn't been upgraded from an ASAM or Conklin to an ISAM.

Or a combination of all of the above.

A line test will show me what the problem is pretty quickly.

I emailed you my home line number yesterday, let me know if you didn't receive it.

webwat

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#973752 24-Jan-2014 19:02

Since you have tried 2 different modems and find they both get either slow speeds or frequent disconnections, I would say both modems simply handle the underlying problem differently. One of them can't change to a slow speed without disconnecting.

The underlying problem is often 1 or more of the following:
1. dodgy internal wiring
2. something like a fax or Sky decoder plugged in without filter
3. 2 different ADSL connections running over different untwisted wires in the same cable
4. lots of phone lines sharing lots of cables on "multiples" or mid-span taps to all the side streets around you
5. faulty filters
6. dodgy internal wiring, did I mention that?

Time to find a new industry!

plambrechtsen

1948 posts

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#973790 24-Jan-2014 20:16

ric2014:
plambrechtsen: Email me your home phone line number "pl at telecom.co.nz" and I will run a line test.

I am 99.9% sure it is:
A) Poor Internal Wiring requiring a Master Filter to be installed
B) Distance from the exchange so that is the best you can get
C) Living in a rural area that hasn't been upgraded from an ASAM or Conklin to an ISAM.

Or a combination of all of the above.

A line test will show me what the problem is pretty quickly.

I emailed you my home line number yesterday, let me know if you didn't receive it.

Weird.. I never got it.. Just Message me on geekzone with it, and include an email address I can mail you back on.

Sharesies

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

coffeebaron

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#973793 24-Jan-2014 20:22

ric2014: I wonder have anyone had similar situation and how did you solve the unstable connection issue?

Yep, many people; and I have fixed literally 100s of these for people over the last few years by means of a master filter install.
Flick me a PM / email if you would like this done.

Cheers
Fraser

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
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Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

Downhillnz

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#974455 26-Jan-2014 07:10

coffeebaron:
ric2014: I wonder have anyone had similar situation and how did you solve the unstable connection issue?

Yep, many people; and I have fixed literally 100s of these for people over the last few years by means of a master filter install.
Flick me a PM / email if you would like this done.

Cheers
Fraser

Maybe 1 in 5 people at some point since NZ went to broadband has had this issue. ADSL is pretty tough at putting up with faults. But it lets you know when there is one.

ric2014

5 posts

Wannabe Geek

#992629 23-Feb-2014 00:11

thanks for the advice, just wondering does anyone know which ISP and plan provide the most stable connection in Auckland currently?

hamish225

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#992635 23-Feb-2014 03:01

ric2014: thanks for the advice, just wondering does anyone know which ISP and plan provide the most stable connection in Auckland currently?

they all use the same copper lines, unless you switch to UFB it wont matter what provider you choose. get a master splitter installed, see if you can get VDSL too, you get a free master splitter with that.

*Insert big spe*dtest result here*

Jase2985

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#992645 23-Feb-2014 06:33

hamish225:
ric2014: thanks for the advice, just wondering does anyone know which ISP and plan provide the most stable connection in Auckland currently?

they all use the same copper lines, unless you switch to UFB it wont matter what provider you choose. get a master splitter installed, see if you can get VDSL too, you get a free master splitter with that.

except for bigpipe

RunningMan

8956 posts

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#992654 23-Feb-2014 08:42

ric2014: thanks for the advice, just wondering does anyone know which ISP and plan provide the most stable connection in Auckland currently?

With the exception of RSPs that use ULL gear in some exchanges, you'll find every ADSL connection is wholesaled by the same provider, Chorus. Even on a ULL connection, (which are available from limited RSPs in even more limited areas), the only thing that changes from a stability point of view is the gear in the exchange itself - the cabling to your premises is still exactly the same. In fact, a lot of ULL providers run a lower noise margin, which ultimately means a less stable connection.

Line stability problems are almost exclusively caused by defective or poor quality cabling, although in a limited number of cases, external interference plays a part.

If you want a more stable connection, then some work will need to be put in to it. Statistically speaking, there is a higher likelihood of the issue being internal to your premises than external (between you and the exchange/cabinet), so that's the best place to start.

A full isolation test needs to be conducted - this isn't just finding the master jack and plugging in, but connecting the modem directly at the demarc point between the dwelling and Chorus cable - if you can confidently do this, go right ahead, otherwise get someone like Fraser (aka coffeebaron) to do it for you. Installing a master filter effectively has the same effect as the isolation test.

If the test shows you are still getting disconnections, then go back to your RSP with the details, they will then have some stronger info to pass back to Chorus to troubleshoot the external lines.

Post the ADSL line stats are requested by PeterReader above, and we can give you a general idea of where problems are likely to be.

EDIT:spelling

ric2014

5 posts

Wannabe Geek

#993777 25-Feb-2014 01:10

Thanks for the advice, I emailed to Telecom again and they offered me 2 options:

(1) if you just want to install a splitter, I can give you a call now and connect to the respective team who can discuss the cost involved and fix a time for the technician with you.

(2) will be to book a faults technician to look into your line issue. Since you pay the Wire and Maintenance Contract, any fault found between the exchange and the jack points in your premise, will be fixed free of charge, however $139.45 Diagnostic Fee is charged to your telecom account in the event if the technician proves the fault to any of home equipment at your premise.

Then I replied them with the following:

If I choose option two, is there anything I need to be prepared before and during the inspection?
Also can you tell me about the process of inspection and how long it'll take usually?

sbiddle

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#993822 25-Feb-2014 08:04

Realistically you need to proceed with option 1 before option 2.

Statistically peaking there is a far higher chance of the problem being internal within your home than being between your ETP and the ISAM.