I've only posted a couple of times on here but always been overwhelmed by how helpful people are! I'm having an issue but not getting much joy dealing with Spark so hoping someone here will be able to give some advice.
We have a VDSL connection. We are at the distance limit from the exchange but have a very stable connection. Latency (using the spark speedtest) is usually around 23ms, Download 13, upload 0.9. Not perfect but works well for us. We only watch streaming TV, and usually have no issues, even when the kids are using computers elsewhere for game playing etc.
On friday all of our streaming services stopped working (Apple TV, Roku 3 and Roku stick). A speediest (when it eventually loaded) had a latency of 1468 and the download speed was 1.
I have a TG589vn v2 bridged to a Linksys WRT1900ac. I reset both of these (soft reset first, and then hard reset and re-input the settings) and no improvement. All wiring is intact and no evidence of damage. When Chorus installed the VDSL we were unable to find the point where the cable entered the (old) house, and so we dug up the garden and the engineer installed a new termination point on the outside wall, and ran a new cable to a dedicated point inside. So I'm guessing the internal wiring is fine.
So I decided it must be a Spark issue and would see if it resolved itself. The following day there was no change - speed tests vary enormously . Latency is always higher than normal - the best I've seen is about 98 and the worst 1500. Download speeds are varying from nothing (the page won't even load) to 10. I reset the TG589vn to act as modem and router (to remove the Linksys router from the chain) and no improvement. I logged a call with Spark who did a line test, advised there were issues, and that they would get an engineer to check the line. they advised that he would contact me if he needed access to the house.
I called again yesterday to report no improvement and check on progress. This time language was something of a barrier, but the lady said she would put in a request for information and call me back in an hour. When she called back she said there was no problem with the line and the speeds I getting are the best possible for the line. I disagreed, seeing we have had a stable 13 download speed for twelve months or so, and now the speed is all over the place. She said they would keep an eye on the line but there's nothing further they could do.
This morning I swapped the modem out for a HG659b I use at work. No change - five speed tests in a row will produce five different results, lowest being a fail to initialise and the fastest today being 6 download. The graph which appears is usually fairly solid but since I've being having this issue it looks like the southern alps...all peaks and troughs.
I felt from the conversation with Spark last night that they have done what they are going to do. But having tried a different modem (and being confident the internal wiring is good) I'm at a loss.
Sorry it's a wordy post but wanted to give as much information as I could! Hoping someone can advise if there's anything else I should be doing, or if I've missed something obvious!
EDIT with info as requested by the robot!
- Your ISP and plan Spark 500g plan
- Type of connection VDSL
- Your modem DSL stats see below
- Your general location Denmark Street, Fairlie
- If you know your connection is to an exchange, cabinet or conklin No idea.
- If your connection is to a ULL or wholesale service No idea.
- If you have done an isolation test as per the link above All testing done on an iMac connected via ethernet. Wifi on the modem is off.
Modem stats:
DSL Type: ITU-T G.993.2
Bandwidth (Up/Down) [kbps/kbps]: 904 / 15,883
Data Transferred (Sent/Received) [B/B]: 0 / 0
Output Power (Up/Down) [dBm]: 4.9 / 12.7
Line Attenuation (Up/Down) [dB]: 58.5 / 22.2
SN Margin (Up/Down) [dB]: 11.7 / 12.4
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