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652 posts

Ultimate Geek
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Spark NZ

  Reply # 1124634 8-Sep-2014 19:02
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Surfup, what kind of router does your mum have?  Make and model please.




My views are my own, and may not necessarily represent those of my employer.

3582 posts

Uber Geek
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  Reply # 1124636 8-Sep-2014 19:06
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cbrpilot: Surfup, what kind of router does your mum have?  Make and model please.


Dynalink RTA-1320, I'm pretty sure it is just set to all the default settings.

thanks. 



176 posts

Master Geek
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  Reply # 1124637 8-Sep-2014 19:06
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freitasm: I've just noticed something and I'd like to know from Talkiet (or someone at Telecom) if this DNS work could be related? Or is this the description of the fix?


Where did that come from if I might ask?

BDFL - Memuneh
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176 posts

Master Geek
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  Reply # 1124645 8-Sep-2014 19:20
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freitasm: I was given that by someone.



It seems to be missing the keywords porn, criminals and antivirus, though.

Can't be from Spark comms then.

133 posts

Master Geek
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  Reply # 1124646 8-Sep-2014 19:20
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what the.....internal comms on public forums...err.....

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Master Geek
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  Reply # 1124647 8-Sep-2014 19:23
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Jarsky: what the.....internal comms on public forums...err.....


Tshark!

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Uber Geek
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  Reply # 1124649 8-Sep-2014 19:30
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should probably delete the internal documents........




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Geek


  Reply # 1124688 8-Sep-2014 20:53
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Service still down after 72 hours with the call center(after 2hr wait) unable to offer any solutions(DNS change did not work)  or explanations other to say "your system might be part of the outage".
The very pleasant Philipina then went on to say that some of the systems in the call center had also been affected by this outage.
She also went on to say that they had received letters from high level Spark Management talking of compensation to customers.
Never one to knock back compensation I asked if it was possible to top up my mobile broadband which is maxed out.
She said she would ask her supervisor upon which she then retracted any offer saying there would be no compensation.
I am using a  Spark Technicolour TG589VN-V2 modem on VDSL
Any enlightenment or help would be much appreciated!



176 posts

Master Geek
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  Reply # 1124692 8-Sep-2014 21:01
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nickt1: Service still down after 72 hours with the call center(after 2hr wait) unable to offer any solutions(DNS change did not work)  or explanations other to say "your system might be part of the outage".
The very pleasant Philipina then went on to say that some of the systems in the call center had also been affected by this outage.
She also went on to say that they had received letters from high level Spark Management talking of compensation to customers.
Never one to knock back compensation I asked if it was possible to top up my mobile broadband which is maxed out.
She said she would ask her supervisor upon which she then retracted any offer saying there would be no compensation.
I am using a  Spark Technicolour TG589VN-V2 modem on VDSL
Any enlightenment or help would be much appreciated!




What sort of computer are you using?

Do you know how to manually configure DNS on your computer?

If so, change to 8.8.8.8 primary and 8.8.4.4 secondary, and reboot.

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  Reply # 1124701 8-Sep-2014 21:19
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nickt1: Service still down after 72 hours with the call center(after 2hr wait) unable to offer any solutions(DNS change did not work)  or explanations other to say "your system might be part of the outage".
The very pleasant Philipina then went on to say that some of the systems in the call center had also been affected by this outage.
She also went on to say that they had received letters from high level Spark Management talking of compensation to customers.
Never one to knock back compensation I asked if it was possible to top up my mobile broadband which is maxed out.
She said she would ask her supervisor upon which she then retracted any offer saying there would be no compensation.
I am using a  Spark Technicolour TG589VN-V2 modem on VDSL
Any enlightenment or help would be much appreciated!



Compensation is not a given in a situation like this - your connection is "best effort" and not guaranteed. If there is any compensation provided, great, but I wouldn't count on it.

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Geek


  Reply # 1124706 8-Sep-2014 21:23
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Thanks for your reply Pohutukawa,yes I have manually configuring the DNS settings to google to no avail.
The problem seems to be with the modem as the LAN icon states no internet connection in all cases. 

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Master Geek
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  Reply # 1124708 8-Sep-2014 21:28
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nickt1: Thanks for your reply Pohutukawa,yes I have manually configuring the DNS settings to google to no avail.
The problem seems to be with the modem as the LAN icon states no internet connection in all cases. 


Interesting that this correlates with the problems Spark have been experiencing.

From first principles, the changes they would have made would not directly impact on your modem unless you have been identified, rightly or wrongly, as a potential source of problems.

So what I'd do is try and get the attention of one of the Spark people here, give them your details and ask them to check if your connection has been restricted in any way.

If not, this is likely unrelated if you are confident your modem has the correct DNS settings persisting after a cold restart, and I'd ask them to check the modem or replace it after the regular connection troubleshooting

Good luck.

133 posts

Master Geek
+1 received by user: 41


  Reply # 1124710 8-Sep-2014 21:31
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The issue that rep mentioned, is separate to the broadband one. 

If your outage is related to the DNS issue, then the below should work:

In the TG589vn you can go to this page: http://192.168.1.254/cgi/b/intfs/_pool_/cfg/?be=0&l0=4&l1=2&&name=LAN_private&intf=LocalNetwork
A
nd edit the DNS from 0.0.0.0 to 8.8.8.8 and 8.8.4.4

Then reboot the router and see if that gives you service for now. 
Then in a few days just go to the same page, and change both values back to 0.0.0.0

You can of course edit the settings on your computer as well. Theres plenty of guides out there on how to do that.

If you've got an actual loss of broadband connection, then it is a separate issue and should be treated as a normal broadband fault. 
If you go to this page in your mode: http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=2&l1=0
D
oes it show you're connected? 

176 posts

Master Geek
+1 received by user: 9


  Reply # 1124711 8-Sep-2014 21:31
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quickymart:
nickt1: Service still down after 72 hours with the call center(after 2hr wait) unable to offer any solutions(DNS change did not work)  or explanations other to say "your system might be part of the outage".
The very pleasant Philipina then went on to say that some of the systems in the call center had also been affected by this outage.
She also went on to say that they had received letters from high level Spark Management talking of compensation to customers.
Never one to knock back compensation I asked if it was possible to top up my mobile broadband which is maxed out.
She said she would ask her supervisor upon which she then retracted any offer saying there would be no compensation.
I am using a  Spark Technicolour TG589VN-V2 modem on VDSL
Any enlightenment or help would be much appreciated!



Compensation is not a given in a situation like this - your connection is "best effort" and not guaranteed. If there is any compensation provided, great, but I wouldn't count on it.


The reality at any business is that there are guidelines for compensation of whatever form but ultimately it will be down to your ability to make your case and persist. If you have a reasonable case, there may be more latitude for some recognition of troubles, regardless of whatever the business is trying to contract out of in their terms.

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