Random Spark Outage - almost everyday and night!

Forums › Spark New Zealand (including Skinny and BigPipe) › Random Spark Outage - almost everyday and night!

PetAT

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#173849 8-Jun-2015 18:55

I am in Northland, Whangarei and we have been exprienceing the WORST Internet service till date from Spark/Telecom. Not only the June 7th Outage, but our Internet lines often drops and when its working fine for the day at night time it goes out or constant lose of connection. This is completely unacceptabl, you pay them for a product that you cant even use.

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#1319649 8-Jun-2015 18:55

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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michaelmurfy

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#1319659 8-Jun-2015 19:05

Please answer PeterReader. I can tell you now you've got a line fault.

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hio77

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#1319660 8-Jun-2015 19:05

Have you considered logging a fault?

tried a different modem to ensure your modem isnt dying?

Are you loosing DSL sync? or just "internet"

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Inphinity

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#1319663 8-Jun-2015 19:11

Ok, so what steps have been taken thus far to address the issue? What have Spark suggested thus far, and what has been tried? Where is the issue sitting currently?

PetAT

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#1319665 8-Jun-2015 19:17

Inphinity: Ok, so what steps have been taken thus far to address the issue? What have Spark suggested thus far, and what has been tried? Where is the issue sitting currently?

I have tried many things and its their line at fault. Spark has done nothing, Calling them makes us wait for an hr, thensome indian/asian overseas "expert" (whos not really at fault as they are not in the mainland nor know whats going on and have a script to read out of) tells me to do basic reset and other crap. Then says to call them when it goes out next time, absolute nightmare. We hate SPARK. Even some of my friends some 20 km away had similar issues!

RunningMan

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#1319669 8-Jun-2015 19:26

Can you tell us the many things that you have done, as well as exactly what happens when the problem occurs. A lot more detail than loss of connection is needed if you want some meaningful help.

If you are not sure what information would be useful, have a read of the first reply in this read and start by answering those questions.

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PetAT

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#1319679 8-Jun-2015 19:49

On Home Broadband Unlimited Data Plan, Northland, Whangarei City, Urban. I have Reset my Router, Tried with cable, new frimware, sometimes it works, but usually at night it fails miserably. Now trying to change settings as Disable ADSL+2. :(

    Downstream   Upstream
Line Coding(Trellis):   On   On
SNR Margin (0.1 dB):   124   128
Attenuation (0.1 dB):   235   100

RunningMan

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#1319681 8-Jun-2015 19:59

PetAT: On Home Broadband Unlimited Data Plan, Northland, Whangarei City, Urban. I have Reset my Router, Tried with cable, new frimware, sometimes it works, but usually at night it fails miserably. Now trying to change settings as Disable ADSL+2. :(

    Downstream   Upstream
Line Coding(Trellis):   On   On
SNR Margin (0.1 dB):   124   128
Attenuation (0.1 dB):   235   100

You should be fine on ADSL2 at that attenuation. What is the sync rate like?

And most importantly, what is the actual problem you have - in as much detail as you can?

sbiddle

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#1319683 8-Jun-2015 20:03

You need to provide a lot more information. What you've said so far isn't anywhere near enough to establish what is, or even could be wrong. You also need to tell us what fault finding and diagnosis you have performed.

If your issues are within your house wiring, then changing to another ISP isn't going to change anything - and statistically speaking phone home wiring is the biggest cause of issues. This is your property, so Spark can't magically fix it.

PetAT

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#1319685 8-Jun-2015 20:05

RunningMan:
PetAT: On Home Broadband Unlimited Data Plan, Northland, Whangarei City, Urban. I have Reset my Router, Tried with cable, new frimware, sometimes it works, but usually at night it fails miserably. Now trying to change settings as Disable ADSL+2. :(

    Downstream   Upstream
Line Coding(Trellis):   On   On
SNR Margin (0.1 dB):   124   128
Attenuation (0.1 dB):   235   100

You should be fine on ADSL2 at that attenuation. What is the sync rate like?

And most importantly, what is the actual problem you have - in as much detail as you can?

i am not sure how to find out the Sync Rate on this modem, its a TP link.

basically the problem started since last month, and because a regular occurrence, all of a sudden internet drops, adsl drops or all just reset itself. sometimes it cant even connect, sometimes it drops and reconnects every 30 seconds! just happens all of a sudden, but specially a lot during the night time, I dont know whats wrong, if they are working on the line, or if its our line itself, or the modem, its just going crazy and driving us all mad!

PetAT

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#1319688 8-Jun-2015 20:08

sbiddle: You need to provide a lot more information. What you've said so far isn't anywhere near enough to establish what is, or even could be wrong. You also need to tell us what fault finding and diagnosis you have performed.

If your issues are within your house wiring, then changing to another ISP isn't going to change anything - and statistically speaking phone home wiring is the biggest cause of issues. This is your property, so Spark can't magically fix it.

Well what more information do you want? I am not sure how to provide them, my home line has been good all this time, all of a sudden it started happening. I have now connected the Modem by itself to another direct wall line, removed all phones, replaced DLS filters. nothing is helping. I really think its a fault at their end. But I have been wrong before and would like this resolved.

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RunningMan

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#1319695 8-Jun-2015 20:26

Sync rate would normally be found in the same place as the attenuation which you posted. When the connection drops, can you still log in to the modem to see what the DSL stats are doing? If so, what do the numbers change to?

From what you've described so far, it sounds like a physical line problem like a corroded joint or similar. As Steve has pointed out its far more common for this problem to be inside the home than outside (on the Chorus network). Installing a master filter and dedicated outlet for the modem is pretty much a guaranteed fix for internal issues, and usually results in a faster and more stable connection even when the issue is external. About $200 to have this done.

michaelmurfy

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#1319698 8-Jun-2015 20:32

PetAT:
sbiddle: You need to provide a lot more information. What you've said so far isn't anywhere near enough to establish what is, or even could be wrong. You also need to tell us what fault finding and diagnosis you have performed.

If your issues are within your house wiring, then changing to another ISP isn't going to change anything - and statistically speaking phone home wiring is the biggest cause of issues. This is your property, so Spark can't magically fix it.

Well what more information do you want? I am not sure how to provide them, my home line has been good all this time, all of a sudden it started happening. I have now connected the Modem by itself to another direct wall line, removed all phones, replaced DLS filters. nothing is helping. I really think its a fault at their end. But I have been wrong before and would like this resolved.

I actually bet it is an issue at your end within your household likely with internal wiring. You should look at getting a master filter installed.

The issue isn't likely to be in Chorus's network as you've stated you've phoned Spark and logged a fault. Also note that Spark doesn't own your line, chorus who are a completely separate company do.

There is only so much a provider can do but if the customer isn't wanting to get their internal wiring up to scratch (as this is your responsibility) there isn't any more a provider can do. No amount of Chorus fault logging will get Chorus to fix your internal wiring without a fee chargeable to you.

It costs $199 through Chorus to get a master filter installed. I'd strongly recommend it, if you're able to get VDSL then go and get it connected as this comes with a master filter which should fix your broadband issues.

Jase2985

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#1319719 8-Jun-2015 21:22

just for your info, i bet you would have had the same issue no matter what your ISP, so there is no real need to go throwing your toys and blaiming spark, they provide the service, they are not responsible for wiring from the exchange to your house or for the wiring in your house.

so please dont go ranting at your ISP unless you know they are the actual issue

Publius

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#1319736 8-Jun-2015 21:54

If you want adsl/vdsl to work well you really really want to get a master splitter installed.
It will ensure you get the best quality connection bypassing your internal wiring which if it's like most houses is generally pretty bad.
It also ensures you're bypassing any burglar alarms that could be killing the phone line to report in, etc.

You also get to throw out all those ugly splitter dongles on all your phones too which is a plus (tidier).

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