DSL connection fault with BigPipe and Fritz box 7340

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Jawdon

4 posts

Wannabe Geek

#141391 11-Mar-2014 11:24

Hi everyone,

My flatmates and I are trying to set up a connection with BigPipe's VDSL, we bought a Fritz Box 7340 from Trademe and have had a technician come in and prepare the connection or whatever it is they do.

We have followed the settings BigPipe provided us for the modem however when trying to connect it comes up with a dsl faulty connection error. We have tried different cords but still nothing.

Basically what I am asking is has anyone else had this problem or does anyone have any ideas on what it might be?

We have thought it could be either a faulty modem, or the technician hasn't finalised our connection?

We've tried contacting BigPipe however that unfortunately didn't get us very far so we tried contacting others that might have any idea but still no luck.

Thanks.

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2350 posts

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#1002687 11-Mar-2014 11:28

Do you have Sync?

richms

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#1002689 11-Mar-2014 11:30

Have you received confirmation email from bigpipe that it is ready to go?

otherwise I would suggest trying the fritz on a friends's DSL line and see if it syncs there as you may have bought a lemon.

Richard rich.ms

sbiddle

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Biddle Corp

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#1002691 11-Mar-2014 11:33

We have tried different cords but still nothing

You need to have the correct cable for a Fritz!box

richms

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#1002702 11-Mar-2014 11:45

sbiddle:
We have tried different cords but still nothing

You need to have the correct cable for a Fritz!box

In what way? The socket is an RJ45 but I have a standard 2 wire phone cable plugged into mine and it works fine.

Only other thing I can think of is that the OP has plugged it into an RJ12 on the fritz that is for the phone to connect to.

Richard rich.ms

BigPipeNZ

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BigPipe

#1002715 11-Mar-2014 12:02

Hi,
Can't see anything under your name (based on your geekzone profile) in our system.
If you PM me the email address you used to sign up with I can have a look at your case and see what's what.

All things are possible when it comes to troubleshooting broadband connection, which is why it can sometimes take quite a while to work out where the issue lies.
It could be your modem, your cables, your house wiring. Chorus might have done the connection wrong, we might have the wrong configuration at our end. All sorts of things.

We can start by you telling us what lights are on/flashing/off on your modem. That will help narrow down the issue quite a lot.

bigpipe.co.nz
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https://twitter.com/BigPipeNZ

Jawdon

4 posts

Wannabe Geek

#1002718 11-Mar-2014 12:05

Email confirmation recieved from bigpipe, technician tried a test modem and called someone to test if it was showing up. In short Test modem was and ours wasnt Am pretty sure its a Rj11, Fritz Box usually provide a Y split dsl cable, but Snap only do a short Rj11 (not 100% sure). We got all of the original contents in the box when we got it from trade me. The connection is naked as with all bigpipe plans so we are just trying to get the internet working rather than VOIP. When the jack is plugged in the dsl/power light just keeps flasing, according to the modems user guide it should be a solid on if its recieving dsl.

Jawdon

4 posts

Wannabe Geek

#1002727 11-Mar-2014 12:11

BigPipeNZ: Hi,
Can't see anything under your name (based on your geekzone profile) in our system.
If you PM me the email address you used to sign up with I can have a look at your case and see what's what.

All things are possible when it comes to troubleshooting broadband connection, which is why it can sometimes take quite a while to work out where the issue lies.
It could be your modem, your cables, your house wiring. Chorus might have done the connection wrong, we might have the wrong configuration at our end. All sorts of things.

We can start by you telling us what lights are on/flashing/off on your modem. That will help narrow down the issue quite a lot.

support query ref:_00D90oVYy._50090IRRzN, This is Jordans account, search this refrence, you are corrosponding with Dave in the emails, both in the same flat so its the same problem

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richms

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#1002729 11-Mar-2014 12:12

My fritz has taken ages to get sync since the new firmware from them. How long are you leaving it flashing for?

Richard rich.ms

FaveDave

7 posts

Wannabe Geek

#1002735 11-Mar-2014 12:22

richms: My fritz has taken ages to get sync since the new firmware from them. How long are you leaving it flashing for?

Sync refers to when it is flashing right? We have left it for hours and no luck, current firmware is 99.05.22

hio77

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Lizard Networks

#1002739 11-Mar-2014 12:33

Jawdon: Email confirmation recieved from bigpipe, technician tried a test modem and called someone to test if it was showing up. In short Test modem was and ours wasnt Am pretty sure its a Rj11, Fritz Box usually provide a Y split dsl cable, but Snap only do a short Rj11 (not 100% sure). We got all of the original contents in the box when we got it from trade me. The connection is naked as with all bigpipe plans so we are just trying to get the internet working rather than VOIP. When the jack is plugged in the dsl/power light just keeps flasing, according to the modems user guide it should be a solid on if its recieving dsl.

you should really have gotten a splitter installed/dedicated rj45 jackpoint for the fritz - dsl jackpoint is a rj45 jack in the fritz afterall, so it only makes sense to use the correct cables.

AFAIK, the y split cable isnt used in nz at all.

richms: My fritz has taken ages to get sync since the new firmware from them. How long are you leaving it flashing for?

exactly this. what firmware is it running? if your on a broadcom line card, on the new 6.0 firmware, your not likely to get a synchronization at all.

since you have a 7340, ild recommend dropping down to 5.22 (let me know if you need image files for it.) 5.22/5.21 (depending on which fritz you have) are about the best for vdsl you can get on the fritz, even more important for you if you have a short line.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

hio77

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Lizard Networks

#1002740 11-Mar-2014 12:34

FaveDave:
richms: My fritz has taken ages to get sync since the new firmware from them. How long are you leaving it flashing for?

Sync refers to when it is flashing right? We have left it for hours and no luck, current firmware is 99.05.22

5.22, thats progress then. dont upgrade the firmware, chances are you will regret it.

are you showing and dsl sync (look in the webui not at the flashy lights.)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

FaveDave

7 posts

Wannabe Geek

#1002760 11-Mar-2014 13:12

hio77:
FaveDave:
richms: My fritz has taken ages to get sync since the new firmware from them. How long are you leaving it flashing for?

Sync refers to when it is flashing right? We have left it for hours and no luck, current firmware is 99.05.22

5.22, thats progress then. dont upgrade the firmware, chances are you will regret it.

are you showing and dsl sync (look in the webui not at the flashy lights.)

No Sync what so ever even in the web ui, (showing nothing on upstream and downstream) Just got an email from big Pipe that may have something to do with it, pasted below

'Hey Dave-

Unfortunately I do not have access to the Chorus techs records. He would of jumpered the connection at the local cabinet and hopefully tested for sync. The Ports can fall over sometimes once up. I am hoping to complete a port refresh this afternoon which could potentially help in rectifying this issue and negate the need for a tech visit but this is not always the case.

Mike.'

Also the cable that we are using only as two wires in it however it matches our wall jack (female connection only two wires) It is the same jack the technician put the VDSL sticker on. The cable is like this,

Wide end of cable/wall end (empty)(green)(empty)(empty)(red)(Empty) and narrow modem end (empty)(red)(green)(empty) is this a typical RJ11? thought they had 4 wires?

The modem looks like it can fit a cat5 cable as well as the narrow dsl end

richms

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#1002764 11-Mar-2014 13:29

That could be the problem as the adsl is normally on the middle pair of the rj45.

Richard rich.ms

FaveDave

7 posts

Wannabe Geek

#1002781 11-Mar-2014 13:37

The female connection is fitted for the cat5 and DSL connection both kinds of cable click in however it has 8 gold terminals the modem end DSL cable has the red and green on the middle pair but is it different on the female connection in the modem?

Oblivian

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#1002782 11-Mar-2014 13:38

The other bug with them is being factory reset then setup for UFB/External router without being able to switch connection type after the fact. If you chose DSL as your connection method after the fact it will often say its using it, but won't be initialised properly.

What state was it in when you configured it? Asking for connection type? If it was reset by the person. Then setup for Ethernet/UFB/ISDN to check all the settings were infact gone, you will need to factory reset again and select DSL connection type for the right ATM/Bridge method to kick in.

I tried for a few hrs at first when I got mine to use it on my existing DSL connection before moving to new place/UFB and setup all my existing pinholes etc. Only to find I needed to reset and follow the setup wizard for it to actually switch to DSL mode.

The info box is also full of information. It will tell you if there is signal there, what the DSLAM hardware and version is etc. And current state. (if signal and trying to sync or none at all)

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