Geekzone: technology news, blogs, forums
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


11 posts


Topic # 181030 29-Sep-2015 21:37
Send private message

Hi all,

I don't really comment on the forums much but I'm looking for some advice as I'm not sure what to do at this point. Since August I've had issues with the broadband service I'm receiving from Spark. Connection speeds dropped from about 7-8Mb/sec to 2-3Mb/sec, I began experiencing regular disconnections, and the static on the phone line got so bad that it was unusable. I called Spark's broadband helpdesk, had the fault confirmed, and a Chorus tech was scheduled to come take a look. The Chorus tech came around and decided it was an issue with my house's wiring, he disabled two of the three jackpoints in the house and installed a splitter at the one remaining jackpoint.

I was charged $200 for the work, I didn't realise it would be so expensive but if it had restored my connectivity to normal it would've been worth it. I am still experiencing reduced network speeds at 2-3Mb/sec, regular disconnections, and static on the phone line. When I try to call the wait times are extremely long, last Saturday I finally stayed on hold long enough to get a response. It took an hour and a half for me to get a fault specialist on the line (granted it's the weekend but it still seems like a long wait), verify my fault, and this time tell me that I needed to consent to a potential charge of at least $130 before a tech would be sent out. I told the specialist I would not consent as it seemed unreasonable to be charged twice for the same fault. The specialist told me that the work was done to fix a complaint about the phone line and my current complaint was about broadband. I asked to be forwarded to someone else who could address the issue, ended up being forwarded to Spark's business helpline which was closed for the weekend.

This didn't seem right so I filled out the online complaint form, it's been a couple days now and I haven't received any response, not even confirmation that my complaint was received. At this point I'm wondering what else I can do, I'm $200 poorer with nothing to show for it.

Additional info recommended by bot:
ISP: Spark
Plan: Unlimited Broadband
Connection: ADSL2
Bandwidth (up/down) (assuming this is sync rate?): 249kbps / 3.111kbps
Line Attenuation (up/down): 39,0dB / 41,0dB
SN Margin (up/down): 12,6dB / 10,5dB
Location: Awapuni, Palmerston North (would classify it as suburban)
I am unsure about the details of my connection (re: exchange/cabinet/conklin and ULL/wholesale service)
Isolation test: Modem is the only device plugged in with these stats.

Create new topic
5417 posts

Uber Geek
+1 received by user: 231


  Reply # 1396895 29-Sep-2015 21:37
One person supports this post
Send private message

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.

2884 posts

Uber Geek
+1 received by user: 1504


  Reply # 1396959 29-Sep-2015 22:28
Send private message

It's probably a bit unfair to blame this on Spark.. I'm fairly confident the majority of the blame will fall on Chorus..

Information wants to be free. The Net interprets censorship as damage and routes around it.


Thinking about signing up to BigPipe? Get $20 credit with my referral link.


6935 posts

Uber Geek
+1 received by user: 3230

Lifetime subscriber

  Reply # 1396966 29-Sep-2015 22:37
One person supports this post
Send private message

This is a wiring fault to either falls back on Chorus or your houses internal wiring. It doesn't fall back on Spark here as they can only log another fault (and advise you of a potential charge to cover them).

Re: wait times: they're actually public about their current wait times on the contact us page:

Michael Murphy |
Want to be with an epic ISP? Want $20 to join them too? Well, use this link to sign up to BigPipe!
The Router GuideCommunity UniFi Cloud Controller | Ubiquiti Edgerouter Tutorial

'That VDSL Cat'
6972 posts

Uber Geek
+1 received by user: 1359


  Reply # 1396972 29-Sep-2015 22:55
One person supports this post
Send private message

As your having an issue with static on your phone line, Dont even mention your DSL fault. That will complicate things.

Just look to have the static on your Phone line resolved, More than likely the cause of both issues is the same.

Spark are simply at the mercy of Chorus unfortunately.

#include <std_disclaimer>


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


11 posts


  Reply # 1396986 29-Sep-2015 23:20
Send private message

@Lias - That may end up being true but the only people I've actually interacted with are Spark fault specialists. The first specialist did not inform me of the possible charge, the second specialist told me that the charge only covered a complaint about the phone line. When I asked to be directed to someone else to discuss the issue, I got forwarded to a dead end.

@michaelmurfy - The reported longest wait time on the 'contact us' page was 45 minutes for a fault specialist on the day it took me 90 minutes to reach a fault specialist (I don't think this page is updated on weekends though). My understanding at this point is that the fee I paid covered the Chorus tech's diagnosis and attempt to mitigate the wiring issues in my home via disabling additional jackpoints and installing a master splitter. This assumption might be wrong. Honestly, I just don't want to be put into a position where I'm forking over another $130+ only to be told 'it's a problem on your end, we patched up what we could last time, bye'.

Any suggestions on what else I can do from my end would be great. I had no connection issues for 18 months prior to August. Since then I've tried swapping out the router, replacing the cable that goes from the router to the jackpoint, replacing the filter/adding a filter on top of the splitter, and the previously mentioned Chorus tech disabling jackpoints/installing a master splitter.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:

Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:

Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:

News »

New Zealand hits peak broadband data
Posted 18-Jan-2018 12:21

Amazon Echo devices coming to New Zealand early February 2018
Posted 18-Jan-2018 10:53

$3.74 million for new electric vehicles in New Zealand
Posted 17-Jan-2018 11:27

Nova 2i: Value, not excitement from Huawei
Posted 17-Jan-2018 09:02

Less news in Facebook News Feed revamp
Posted 15-Jan-2018 13:15

Australian Government contract awarded to Datacom Connect
Posted 11-Jan-2018 08:37

Why New Zealand needs a chief technology officer
Posted 6-Jan-2018 13:59

Amazon release Silk Browser and Firefox for Fire TV
Posted 21-Dec-2017 13:42

New Chief Technology Officer role created
Posted 19-Dec-2017 22:18

All I want for Christmas is a new EV
Posted 19-Dec-2017 19:54

How clever is this: AI will create 2.3 million jobs by 2020
Posted 19-Dec-2017 19:52

NOW to deploy SD-WAN to regional councils
Posted 19-Dec-2017 19:46

Mobile market competition issues ComCom should watch
Posted 18-Dec-2017 10:52

New Zealand government to create digital advisory group
Posted 16-Dec-2017 08:47

Australia datum changes means whole country moving 1.8 metres north-east
Posted 16-Dec-2017 08:39

Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.