(Ranting) Telecom VDSL - have had enough before it is even usable

Forums › Spark New Zealand (including Skinny and BigPipe) › (Ranting) Telecom VDSL - have had enough before it is even usable - what to do?

dotnetdev

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#148911 5-Jul-2014 09:46

I had a technician visit about 24 hours ago upgrading my ADSL to VDSL, but now I'm still without Internet (DSL signal is up and stats reasonable).

I have spent about 6 hours in total waiting on phone and talking to Telecom since then, every time I was given a different reason, a different deadline and a new hope, and as you can imagine, followed by a new disappointment and another phone call.

Now I was just told to wait for another day. Is VDSL provisioning really that hard?? Why should a paying customer get transferred among Telecom teams and get told different things - inter-team communication and cooperation is a minimum requirement for an enterprise.

Tried to file a complaint but their web form always produced an error 404...

Any suggestions other than to wait and wait? I'm now transferring my work to my own customers on 3G and watching my pocket burning holes...

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856 posts

Ultimate Geek

#1081322 5-Jul-2014 09:57

The one post where PeterReader's post about modem stats would've been good... AND my ESP isn't working :P

Okay so it sounds like a connectivity issue, thats a given, but we still don't know:

- Which modem Telecom gave you (they use about 3 for VDSL)
- What the sync stats are
- What a speedtest actually looks like
- What are some of the errors/problems that are happening
- Did the Chorus tech do the proper installation (full install of the new jackpoint etc)
- This is PeterReader's usual post, please read over for other things that I haven't covered off: http://www.geekzone.co.nz/forums.asp?forumid=39&topicid=148869&page_no=1#1079343

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PeterReader

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#1081323 5-Jul-2014 10:04

Sorry folks, this passed through my filters. Here goes my standard blurb:

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

sbiddle

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#1081326 5-Jul-2014 10:17

What actually is the problem?

Tk421nz

39 posts

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#1081332 5-Jul-2014 10:34

To answer your question almost evey customer who got VDSL with Telceom yesterday has the same issue. Part of the provisioning platform had an issue and was not passing the information to the right place it is being fixed as we speak we expect 24 hours for resolution.

dotnetdev

36 posts

Geek

#1081396 5-Jul-2014 12:07

The issue is people who I talked to on the phone gave conflicting information, or told me "s.o.m. is faulty" which meant nothing to me, having worked as software vendor myself for ten years, I've never even thought about treating my own customers this way...

Tk421nz, thank you for describing it more clearly and letting me know it's widespread (thus hopefully a high priority job). My time wasted jumping through hops on the phone are gone, let's see how soon internet gets provided...

Tk421nz

39 posts

Geek

#1081406 5-Jul-2014 12:32

dotnetdev: The issue is people who I talked to on the phone gave conflicting information, or told me "s.o.m. is faulty" which meant nothing to me, having worked as software vendor myself for ten years, I've never even thought about treating my own customers this way...

Tk421nz, thank you for describing it more clearly and letting me know it's widespread (thus hopefully a high priority job). My time wasted jumping through hops on the phone are gone, let's see how soon internet gets provided...

You're welcome, sorry you were given the technical answer on the phone the technical jargon means nothing to most people, we try to avoid using it but sometimes we forget :).

dotnetdev

36 posts

Geek

#1081448 5-Jul-2014 13:44

Finally sorted - Internet is now here, speedtest 27 mbs down / 9.7 mbs up, satisfied especially with the upload speed which is important for me to deliver large contents to customers and employers. Hope it further improves in the next 10 days.

dotnetdev

36 posts

Geek

#1081514 5-Jul-2014 16:23

They've also put me on a wrong plan other than the one I ordered and confirmed. What can I say....

matisyahu

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#1081546 5-Jul-2014 17:27

dotnetdev: Finally sorted - Internet is now here, speedtest 27 mbs down / 9.7 mbs up, satisfied especially with the upload speed which is important for me to deliver large contents to customers and employers. Hope it further improves in the next 10 days.

How many outlets do you have and how far is the plug from where the telephone line enters into the property?

"When the people are being beaten with a stick, they are not much happier if it is called 'the People's Stick'"

jeffnz

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#1081552 5-Jul-2014 17:59

dotnetdev: They've also put me on a wrong plan other than the one I ordered and confirmed. What can I say....

go online now that yopu have iunternet and change your plan or, you can tell them online about the mistake

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michaelmurfy

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#1081566 5-Jul-2014 18:52

You can change your plan at http://telecom.co.nz

Michael Murphy | https://murfy.nz
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Sideface

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#1081568 5-Jul-2014 19:00

dotnetdev: Finally sorted - Internet is now here, speedtest 27 mbs down / 9.7 mbs up ...

You lucky b*st*rd - I wish I had a connection like that :)
It may get even faster with time

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dotnetdev

36 posts

Geek

#1081825 6-Jul-2014 13:36

I have two outlets in the house, the one modem plugs in is about 5 metres from the box on street. However I suspect my distance to exchange may not be close, because houses 10 metres away use a different exchange so I guess I am on the area boundary. The speed is satisfactory, despite I wished the upgrade process smoother and involving minimal human errors.

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#1081841 6-Jul-2014 14:06

dotnetdev: I have two outlets in the house, the one modem plugs in is about 5 metres from the box on street. However I suspect my distance to exchange may not be close, because houses 10 metres away use a different exchange so I guess I am on the area boundary. The speed is satisfactory, despite I wished the upgrade process smoother and involving minimal human errors.

defiantly street distance would be your bigger issue.

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jeffnz

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#1081919 6-Jul-2014 17:47

dotnetdev: I wished the upgrade process smoother and involving minimal human errors.

I think we all want that but sounds like you weren't alone so given the time frame would seem its all sorted.

If not we could ask that Telecom (Spark) starts a Friday fatal beatings for all wrong doers in their organisation so we can feel better about things.

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