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Topic # 179235 1-Sep-2015 10:55
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We have a customer with ADSL, with a Static IP, and port25 is unblocked. They ordered UFB and intend to drop their ADSL. 


The UFB has it's own Static IP, and I have requested Static IP Port 25 Unblocking for that IP, and it was refused because 

This Spark Broadband phone number is already unblocked from Port 25 filtering

This is a Naked UFB connection. 

I understood and called Spark support who said, no problem, they will manually override that and proceeded to do it and said I'd get a confirmation email shortly. 12 hours later the exact same reason was given for the unblock refusal!

It's on a different account. 

How do I get this resolved?

We can't block port 25 on the ADSL until it's unblocked on the UFB!

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  Reply # 1377603 1-Sep-2015 10:55
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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.



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  Reply # 1377632 1-Sep-2015 11:19
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You need Port 25 unblocked because you run an MTA on the connection? (I assume it's not simply for MUA SMTP which you could run on Port 587).

And your service provider won't unblock it?
Dare I suggest changing service provider to one who's bureaucracy won't break your service?

Beyond that, you have no choice but to log a fault with Spark and let it run through process. If they've chosen to associate Port 25 blocking with phone numbers when in this day of Naked DSL and UFB, there is no 1:1 relationship between phone and internet services, it's their problem when it fails. Raise a fault, or move to a service provider who aren't so hard to deal with (there are plenty).

IMHO.

(If a suitably empowered Spark person trolls these forums, then you're lucky, but this is symptomatic of a bigger issue when one has to resort to broadcasting on a non-official public forum to get help with what should be a simple request)




 
 
 
 


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  Reply # 1377639 1-Sep-2015 11:26
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Flick me a PM with your details and what you need to happen and I will see what I can do to sort it.




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



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  Reply # 1377642 1-Sep-2015 11:28
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I called back Spark and a women said she has checked 2 systems and it's showing as unblocked! I haven't actually tested it yet. I might get CBRpilot to check it and test it. Hope that's ok.


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  Reply # 1377646 1-Sep-2015 11:35
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networkn: I called back Spark and a women said she has checked 2 systems and it's showing as unblocked! I haven't actually tested it yet. I might get CBRpilot to check it and test it. Hope that's ok.



Um.. how will the service provider test it ? You need someone on the back of the connection concerned to try it out. And I suggest that doing this before posting on here (public forum outside of official support channels, last resort styles) may have been smart :-).

cbrpilot you're a good sort. Out of interest in this scenario where both the DSL And UFB service are live at the same address, would requesting port 25 unblocking apply to either, or both, connections?
As it almost sounds like there's an all-or-nothing approach on a by-address basis (or by-phone-number basis, which would be odd for naked service, but anyway...)






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  Reply # 1377651 1-Sep-2015 11:43
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BlakJak:
networkn: I called back Spark and a women said she has checked 2 systems and it's showing as unblocked! I haven't actually tested it yet. I might get CBRpilot to check it and test it. Hope that's ok.



Um.. how will the service provider test it ? You need someone on the back of the connection concerned to try it out. And I suggest that doing this before posting on here (public forum outside of official support channels, last resort styles) may have been smart :-).

cbrpilot you're a good sort. Out of interest in this scenario where both the DSL And UFB service are live at the same address, would requesting port 25 unblocking apply to either, or both, connections?
As it almost sounds like there's an all-or-nothing approach on a by-address basis (or by-phone-number basis, which would be odd for naked service, but anyway...)


Sorry there should have been a comma in my sentence indicating I'd get HIM to check it and then I'd test it.

Seems like it might be sorted. Thanks to CBR Pilot.

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  Reply # 1377685 1-Sep-2015 12:13
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BlakJak:
networkn: I called back Spark and a women said she has checked 2 systems and it's showing as unblocked! I haven't actually tested it yet. I might get CBRpilot to check it and test it. Hope that's ok.



Um.. how will the service provider test it ? You need someone on the back of the connection concerned to try it out. And I suggest that doing this before posting on here (public forum outside of official support channels, last resort styles) may have been smart :-).

cbrpilot you're a good sort. Out of interest in this scenario where both the DSL And UFB service are live at the same address, would requesting port 25 unblocking apply to either, or both, connections?
As it almost sounds like there's an all-or-nothing approach on a by-address basis (or by-phone-number basis, which would be odd for naked service, but anyway...)


Our systems will show what it "should" be, as in unblocked. As a check we can look at the connection, in real time, to see what it really is, and go from there

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  Reply # 1377687 1-Sep-2015 12:18
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BlakJak:
networkn: I called back Spark and a women said she has checked 2 systems and it's showing as unblocked! I haven't actually tested it yet. I might get CBRpilot to check it and test it. Hope that's ok.



Um.. how will the service provider test it ? You need someone on the back of the connection concerned to try it out. And I suggest that doing this before posting on here (public forum outside of official support channels, last resort styles) may have been smart :-).

cbrpilot you're a good sort. Out of interest in this scenario where both the DSL And UFB service are live at the same address, would requesting port 25 unblocking apply to either, or both, connections?
As it almost sounds like there's an all-or-nothing approach on a by-address basis (or by-phone-number basis, which would be odd for naked service, but anyway...)


These are individual connections, seperate. The Static and Port 25(f unblocked) should be moved over on a DSL to Fibre upgrade, sometimes that gets missed.
Being naked makes no difference. Platform makes no difference (ADSL, VDSL, Fibre) The opnly rule for Port 25 unblock is residential Home Unlimited is not eligible

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