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# 173567 27-May-2015 20:54
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My parents are trying to upgrade to VDSL but it seems something has been stuffed up and they've been without internet for a couple of days. I'm getting conflicting info via my parents from 1st level support about whether they've accidently been upgraded Vdsl too early (as suggested by helpdesk initially) or not. I'm at their place now and modem is show adsl2+ connection but not getting any further, so DSL sync but no internet. Any real spark people able to check what's up?

sorry for terse post, on phone :)

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3281 posts

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+1 received by user: 984


  # 1313209 28-May-2015 00:20
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Now that I'm back on a proper computer, a few more details of what my parents tell me happened:

1. They rang late last week to order the upgrade to VDSL. Apparently during the call the CSR said something along the lines of "work being scheduled on their cabinet on wednesday, so VSDL should be no problem" - sounds odd to me as they've been in a VDSL area for ages.  I think they were promised a callback that day after something was confirmed, but it never eventuated.

2. They rang the helpdesk again on Sunday and the CSR this time denied all knowledge of info from friday about work on cabinet, etc. So I think they put through the order to upgrade to VDSL again. 

3. The switchover and master splitter install was scheduled for 3 June.

4. Tuesday morning the ADSL light on their modem turns red. They ring the Spark helpdesk and much confusion ensues.  During all the confusion from Sparks end they're told that actually they've been "accidently(?)" switch over to VDSL already so now they must wait for the VDSL modem to arrive to get connected.

5. Wednesday morning the VDSL modem arrives. My parents dutifully follow the instructions on connecting the new modem, but it doesn't work.  More calls to the helpdesk and more confusion, during which they're told that for VDSL to work they absolutely must use a filter. They tell the helpdesk that sorry the install is only booked for the 3 June, but the helpdesk is insistent that they need to use a filter, so they start trying to use the VDSL modem with a plugin ADSL filter... 

6. I hear about this all Wednesday evening so offer to go around and look at it all. First thing I notice is VDSL modem plugged into ADSL filter, so unplug that. Also unplug other devices and plug VDSL modem into the first jackpoint in the house. Modem syncs and DSL light comes on pretty quick but no internet light. So I connect to modem admin and on the ADSL status page it says line standard "ADSL2+" - I'm guessing it wouldn't say this if the connection has been changed to VDSL as the spark helpdesk seem to be convinced?

I also decide there would be no harm in putting in a  spare VDSL master filter I have temporarily in case the helpdesk is right and they have been switched to VDSL already - pretty much as expected it doesn't solve anything, though it does increase their ADSL sync a bit and their attenuation is a health 7db, but still no PPP. I did notice that out of the box the new VDSL modem doesn't have account details entered, and no instructions that I could see to enter any details - it just has something like "" - I guess this is not needed with spark?

I think that's all. I'd appreciate if in the morning one of you spark peeps could have a look at their case if I could DM you their details. Thanks :)

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