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67 posts

Master Geek


# 173208 14-May-2015 21:28
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I'm on the Fibre 500gb plan, because I didn't want to change to the unlimited plan and lose my static IP address. Last night at around 9pm, my internet dropped and I noticed when Unotelly came back online that it said I had to update it, because I have a new IP address, which hasn't happened before.

Thought maybe it would be a one off thing, until it just happened again tonight.

Is there a way I can stop this happening or do I need to call Spark tomorrow, as it might be something on there end?

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5730 posts

Uber Geek

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  # 1305477 14-May-2015 21:28
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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.



2316 posts

Uber Geek

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  # 1305489 14-May-2015 21:31
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Do you pay for a static IP?

 
 
 
 




67 posts

Master Geek


  # 1305490 14-May-2015 21:32
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lxsw20: Do you pay for a static IP?


Yeah, we do.

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Uber Geek

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  # 1305493 14-May-2015 21:39
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Use something like http://checkip.dyndns.org to see whether your address is actually changing (in case it's a Unotelly issue). If it is, then you'll want to let Spark know.



67 posts

Master Geek


  # 1305498 14-May-2015 21:56
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I just logged into the modem settings (Huawei modem), which I haven't really looked at before.

Under Basic -> LAN settings it says DHCP server -> lease duration 1 day.

If I change this from 1 day to a higher number or tick permanent lease, will this solve the problem or is this unrelated? 

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Uber Geek

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  # 1305499 14-May-2015 22:01
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No, thats LAN IPs as in IP address assigned to devices in your home. 





67 posts

Master Geek


  # 1305500 14-May-2015 22:03
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lxsw20: No, thats LAN IPs as in IP address assigned to devices in your home. 




Ok, thank you. I'll just call them tomorrow I think, because it does seem to be internet related as it cut out at the same time 2 nights running.

 
 
 
 


724 posts

Ultimate Geek

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Spark NZ

  # 1305503 14-May-2015 22:06
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PM me your details, and I can look into it.




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




67 posts

Master Geek


  # 1305507 14-May-2015 22:12
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cbrpilot: PM me your details, and I can look into it.


Thank you, I pm'ed you.

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Ultimate Geek

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Spark NZ

  # 1305512 14-May-2015 22:21
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I believe I've fixed it, let me know if you have an issue now.

Dave.




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




67 posts

Master Geek


  # 1305520 14-May-2015 22:30
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cbrpilot: I believe I've fixed it, let me know if you have an issue now.

Dave.


Thanks so much. It just dropped out about a minute before you posted this and the IP address changed again, was this from you fixing it?

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Ultimate Geek

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Spark NZ

  # 1305524 14-May-2015 22:32
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Yes, that was me fixing it.  To give you back your static IP, we cant' do a mid-session change.  We have to kick you to make you pick up the new IP.




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




67 posts

Master Geek


  # 1305526 14-May-2015 22:34
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cbrpilot: Yes, that was me fixing it.  To give you back your static IP, we cant' do a mid-session change.  We have to kick you to make you pick up the new IP.


Sweet, thanks so much for your speedy (and after hours) help. I really appreciate it!

724 posts

Ultimate Geek

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Spark NZ

  # 1305535 14-May-2015 22:56
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You're very welcome moulinette.  You messaged back just after I'd shut the laptop down.  LOL.  
Like most people who work in the Broadband space @ Spark, I'm passionate about ensuring our customers have the best experience on our network and want to fix any issues that anyone has ASAP.
Apologies this happened in first place.




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


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