no connectivity at all

Forums › Spark New Zealand (including Skinny and BigPipe) › no connectivity at all

hsvhel

1237 posts

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#151876 8-Sep-2014 16:26

Hi Spark

Quick background, have had no service as of this morning. Unsure about the weekend as no one was here.

No devices are reciving any service from the router.
Router has solid ADSL and Internet connectivity lights.

Have requested a call back that resulted in a request to change the DNS addresses. This provided no resolution.
Have since been cut off twice from support waiting times, is this likely related to the DNS issues?

There are 2 lines coming into the building, both have Spark accounts. One is working fine, mine is not.
Have run through the usual reboot router and check connections both wired and wireless with no success.
The router is showing connection and status is OK.

Any insight, happy to provide account number and contact details in PM. the call center is unreliable so far as calls are dropping at random and no longer offering a call back option.

Cheers

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PeterReader

6018 posts

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Lifetime subscriber

#1124471 8-Sep-2014 16:26

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.

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RunningMan

8953 posts

Uber Geek

#1124489 8-Sep-2014 16:35

Can you ping or traceroute to the outside world? 8.8.8.8 for example?

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1124506 8-Sep-2014 16:40

Can you please advise which modem/router you are running?

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

hsvhel

1237 posts

Uber Geek

ID Verified

#1124508 8-Sep-2014 16:42

cbrpilot: Can you please advise which modem/router you are running?

TP Link
TD-W8901G

Cant ping anything. Need to confirm service is good other than DNS issues.

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cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1124510 8-Sep-2014 16:44

Can you please PM me your line#? I'll take a look to ensure that it is up.

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

martinjward

68 posts

Master Geek

#1124824 9-Sep-2014 09:59

Hey, I have a business fiber line with the same issue. Unfortunately you can't get through to anyone at spark... 4hours on the phone so far, no Eta, no additional information....

hsvhel

1237 posts

Uber Geek

ID Verified

#1124828 9-Sep-2014 10:12

cbrpilot: Can you please PM me your line#? I'll take a look to ensure that it is up.

I'm still down mate, have PM'd with the requested workthrough, same error

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martinjward

68 posts

Master Geek

#1124831 9-Sep-2014 10:18

Did you get a chance to talk to anyone at spark? Been on the phone for almost 2 hours here...

hsvhel

1237 posts

Uber Geek

ID Verified

#1125151 9-Sep-2014 16:20

Just wanted to add here, big thanks to cbrpilot for assistance with this in a time when im sure he was bust with the other issue.
Great and helpful experience!!

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hsvhel

1237 posts

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#1125153 9-Sep-2014 16:22

martinjward: Did you get a chance to talk to anyone at spark? Been on the phone for almost 2 hours here...

If your sure its not DNS related, maybe try another option than tech support?
I used the callback, although it took ages and both times they were insistent it was DNS......it wasn't. I had 0 connectivity to the outside, although all was reporting as OK from the router.
The failure was in my router somewhere, I couldn't find its source. have replaced and all is well.

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cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1125195 9-Sep-2014 17:14

I understand that we have been in touch with martinjward, and have a resolution path with him.
martinjward get back to me if you disagree.

Thanks everyone for your patience!

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

l43a2

1779 posts

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#1125204 9-Sep-2014 17:31

this dudes had his router blocked an given a local lan IP address if its the same as what i seen on Spark FB.

martinjward

68 posts

Master Geek

#1125606 10-Sep-2014 10:22

cbrpilot: I understand that we have been in touch with martinjward, and have a resolution path with him.
martinjward get back to me if you disagree.

Thanks everyone for your patience!

Yep we have worked this through with a technician and are back up and running, not sure through what avenue the Tech contacted me as we had so many feelers out there, but thanks for your help cbrpilot

martinjward

68 posts

Master Geek

#1125608 10-Sep-2014 10:24

hsvhel:
martinjward: Did you get a chance to talk to anyone at spark? Been on the phone for almost 2 hours here...

If your sure its not DNS related, maybe try another option than tech support?
I used the callback, although it took ages and both times they were insistent it was DNS......it wasn't. I had 0 connectivity to the outside, although all was reporting as OK from the router.
The failure was in my router somewhere, I couldn't find its source. have replaced and all is well.

Did you replace with same manufacturer of router or different? was it a router suggested by Spark Tech? do you know what was wrong with your old router?

hsvhel

1237 posts

Uber Geek

ID Verified

#1125655 10-Sep-2014 11:42

martinjward:
hsvhel:
martinjward: Did you get a chance to talk to anyone at spark? Been on the phone for almost 2 hours here...

If your sure its not DNS related, maybe try another option than tech support?
I used the callback, although it took ages and both times they were insistent it was DNS......it wasn't. I had 0 connectivity to the outside, although all was reporting as OK from the router.
The failure was in my router somewhere, I couldn't find its source. have replaced and all is well.

Did you replace with same manufacturer of router or different? was it a router suggested by Spark Tech? do you know what was wrong with your old router?

Grabbed another of the same make, but newer. Suggested by our Sydney side support team. Old router creates and holds a connection, but will not send any outgoing information and also showed no devices present on the LAN, but would allow them to be pinged.
Assume chipset failure somewhere, but for the price of a replacement, was not worth the time.........

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