changed plans connection dropped

Forums › Spark New Zealand (including Skinny and BigPipe) › changed plans connection dropped

weetbix43

120 posts

Master Geek

#175445 30-Jun-2015 08:34

I was on the 80 GIG Plan with The Spark Modem synced at around 11401 down ( Good connection speed ) over night my connection dropped and was put on the Unlimited Plan now the Modem only connects around 7 - 8 Down HUGE DROP.

What's going on???

Before I upgraded to Unlimited I never had a problem connecting at around 11200+

Help!

ADSL2+ on Fast

Line standard

ADSL2+

Channel type

Fast

Downstream line rate (kbit/s)

7712

Upstream line rate (kbit/s)

1016

Downstream SNR (dB)

12.1

Upstream SNR (dB)

12.4

Downstream line attenuation (dB)

16.5

Upstream line attenuation (dB)

6.6

Downstream output power (dBmV)

Upstream output power (dBmV)

12.6

Downstream CRC

Upstream CRC

Downstream FEC

Upstream FEC

PeterReader

6018 posts

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#1333840 30-Jun-2015 08:34

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.

These links are referral codes: Sharesies | Mighty Ape

old3eyes

9119 posts

Uber Geek

Subscriber

#1333854 30-Jun-2015 08:38

When I went to unlimited I had some strange things happen for a day or two. After the second modem reboot everything came right and no problems since..

Regards,

Old3eyes

michaelmurfy

meow
13240 posts

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#1333867 30-Jun-2015 08:58

It has to be purely coincidental as the only thing that happens is a simple plan change, their equipment doesn't care about or even know what plan you're on.

There is another underlaying issue here. I assume you've rebooted your router and checked everything on your end?

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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Opinions are my own and not the views of my employer.

weetbix43

120 posts

Master Geek

#1333871 30-Jun-2015 09:06

michaelmurfy: It has to be purely coincidental as the only thing that happens is a simple plan change, their equipment doesn't care about or even know what plan you're on.

There is another underlaying issue here. I assume you've rebooted your router and checked everything on your end?

I sure have rebooted the Modem. I have also changed Modems taken the filter out but still the same.

I have spoken to Help desk and she think's Interleaving OFF might be the cause of the problem but the thing is I had it turned off on the 80 GIG Plan with no problems.

cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1333986 30-Jun-2015 11:04

Hi Weetbix, can you please PM me your line details?
I'll just take a quick peak at what I can see with your order. A change in data cap alone should not have gone anywhere near Chorus, and therefore any change in your line condition should be just coincidental. I can confirm this when I get your details.

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

weetbix43

120 posts

Master Geek

#1334013 30-Jun-2015 11:20

cbrpilot: Hi Weetbix, can you please PM me your line details?
I'll just take a quick peak at what I can see with your order. A change in data cap alone should not have gone anywhere near Chorus, and therefore any change in your line condition should be just coincidental. I can confirm this when I get your details.

pm sent and thank you.

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1334051 30-Jun-2015 12:09

Hi Weetbix,

I can confirm that your plan change went nowhere near Chorus, and nowhere near our network.
It just went to our billing system - i.e. a datacap change only.

I see that there is now an order in the system to turn off your interleaving. That order will go to Chorus. It looks like it has been actioned already from what I can tell.

Here is a history of your connect rates for the last month:

TIMESTAMP                 DSL_DSRATE   DSL_USRATE
Jun 13 2015 11:10:34 NZST   11704   1016
Jun 20 2015 10:59:28 NZST   11792   1048
Jun 20 2015 11:42:42 NZST   11792   1016
Jun 20 2015 15:41:00 NZST   9532   1016
Jun 20 2015 15:45:44 NZST   11576   1016
Jun 20 2015 15:47:55 NZST   8672   1016
Jun 20 2015 15:55:05 NZST   9352   1016
Jun 20 2015 15:58:44 NZST   11216   984
Jun 20 2015 15:59:59 NZST   8908   1016
Jun 20 2015 16:01:45 NZST   9360   1016
Jun 20 2015 16:05:59 NZST   11624   1048
Jun 20 2015 17:56:37 NZST   11668   1016
Jun 20 2015 20:42:14 NZST   11560   1016
Jun 21 2015 12:01:11 NZST   11504   1048
Jun 21 2015 20:01:12 NZST   11476   1016
Jun 22 2015 13:08:37 NZST   11480   1016
Jun 22 2015 16:52:56 NZST   11516   1048
Jun 22 2015 19:10:22 NZST   11572   1048
Jun 23 2015 00:06:03 NZST   10948   1016
Jun 23 2015 00:06:36 NZST   10948   1016
Jun 23 2015 00:10:41 NZST   11040   1048
Jun 23 2015 09:07:07 NZST   11136   1016
Jun 23 2015 10:39:01 NZST   11100   1016
Jun 24 2015 13:45:18 NZST   11152   1016
Jun 25 2015 03:01:16 NZST   11360   1048
Jun 26 2015 14:10:20 NZST   11128   1016
Jun 27 2015 13:09:17 NZST   11132   1016
Jun 27 2015 17:37:31 NZST   11228   1016
Jun 27 2015 22:34:29 NZST   11308   1016
Jun 27 2015 22:41:44 NZST   11172   1016
Jun 27 2015 22:56:16 NZST   11236   1048
Jun 28 2015 13:36:52 NZST   11136   1016
Jun 28 2015 16:22:00 NZST   11136   1016
Jun 28 2015 19:39:14 NZST   11400   1016
Jun 30 2015 01:51:25 NZST   8096   1016
Jun 30 2015 01:59:35 NZST   7724   1016
Jun 30 2015 02:11:01 NZST   7768   1016
Jun 30 2015 08:20:00 NZST   7712   1016
Jun 30 2015 10:35:10 NZST   7784   1016
Jun 30 2015 10:39:47 NZST   7776   1016
Jun 30 2015 10:44:40 NZST   7760   1016

You can see this is not the first time the connection speed has dropped in the last month - but it is more consistent this time.
I'd suggest that there may be a line issue somewhere - I can't tell whether it's within your own home wiring or external to this.
Best thing to do is to give us a call and go through standard troubleshooting and if this does not resolve it, then Spark can request a Chorus technician visit.

**Edit - fix the loss of formatting on the table I pasted.

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

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weetbix43

120 posts

Master Geek

#1334054 30-Jun-2015 12:18

cbrpilot: Hi Weetbix,

I can confirm that your plan change went nowhere near Chorus, and nowhere near our network.
It just went to our billing system - i.e. a datacap change only.

I see that there is now an order in the system to turn off your interleaving. That order will go to Chorus. It looks like it has been actioned already from what I can tell.

Here is a history of your connect rates for the last month:

TIMESTAMP                 DSL_DSRATE   DSL_USRATE
Jun 13 2015 11:10:34 NZST   11704   1016
Jun 20 2015 10:59:28 NZST   11792   1048
Jun 20 2015 11:42:42 NZST   11792   1016
Jun 20 2015 15:41:00 NZST   9532   1016
Jun 20 2015 15:45:44 NZST   11576   1016
Jun 20 2015 15:47:55 NZST   8672   1016
Jun 20 2015 15:55:05 NZST   9352   1016
Jun 20 2015 15:58:44 NZST   11216   984
Jun 20 2015 15:59:59 NZST   8908   1016
Jun 20 2015 16:01:45 NZST   9360   1016
Jun 20 2015 16:05:59 NZST   11624   1048
Jun 20 2015 17:56:37 NZST   11668   1016
Jun 20 2015 20:42:14 NZST   11560   1016
Jun 21 2015 12:01:11 NZST   11504   1048
Jun 21 2015 20:01:12 NZST   11476   1016
Jun 22 2015 13:08:37 NZST   11480   1016
Jun 22 2015 16:52:56 NZST   11516   1048
Jun 22 2015 19:10:22 NZST   11572   1048
Jun 23 2015 00:06:03 NZST   10948   1016
Jun 23 2015 00:06:36 NZST   10948   1016
Jun 23 2015 00:10:41 NZST   11040   1048
Jun 23 2015 09:07:07 NZST   11136   1016
Jun 23 2015 10:39:01 NZST   11100   1016
Jun 24 2015 13:45:18 NZST   11152   1016
Jun 25 2015 03:01:16 NZST   11360   1048
Jun 26 2015 14:10:20 NZST   11128   1016
Jun 27 2015 13:09:17 NZST   11132   1016
Jun 27 2015 17:37:31 NZST   11228   1016
Jun 27 2015 22:34:29 NZST   11308   1016
Jun 27 2015 22:41:44 NZST   11172   1016
Jun 27 2015 22:56:16 NZST   11236   1048
Jun 28 2015 13:36:52 NZST   11136   1016
Jun 28 2015 16:22:00 NZST   11136   1016
Jun 28 2015 19:39:14 NZST   11400   1016
Jun 30 2015 01:51:25 NZST   8096   1016
Jun 30 2015 01:59:35 NZST   7724   1016
Jun 30 2015 02:11:01 NZST   7768   1016
Jun 30 2015 08:20:00 NZST   7712   1016
Jun 30 2015 10:35:10 NZST   7784   1016
Jun 30 2015 10:39:47 NZST   7776   1016
Jun 30 2015 10:44:40 NZST   7760   1016

You can see this is not the first time the connection speed has dropped in the last month - but it is more consistent this time.
I'd suggest that there may be a line issue somewhere - I can't tell whether it's within your own home wiring or external to this.
Best thing to do is to give us a call and go through standard troubleshooting and if this does not resolve it, then Spark can request a Chorus technician visit.

**Edit - fix the loss of formatting on the table I pasted.

Thanks for getting back to me. I have spoken to Spark support and they said they will be sending a tech out to see what is going on.
When I spoke to Spark I did mention there seems to be some noise on the line when I turn the phone on and wait a few seconds before dialing a number.

BarTender

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#1334105 30-Jun-2015 13:31

This man needs a Master Filter.

weetbix43

120 posts

Master Geek

#1334173 30-Jun-2015 14:55

Yes I probably do need a Master Filter bit tight on the money at the moment but I do believe in them :)

Just a quick update - Chorus has sorted it out and speeds are back to normal! Also Chorus guy was an awesome chap!

Jase2985

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#1334243 30-Jun-2015 15:52

and the issue was......