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287 posts

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Topic # 183854 1-Nov-2015 17:15
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I'm just frustrated with Spark right now, I've written a formal complaint already. I feel its best to share with everyone how Spark treats their customers.

My case:
Currently on VDSL with splitter installed

I'm getting very frequent connection timeouts on every website, application anything that requires internet connection. eg. twitter will timeout on me a few times and not all the images would load.

Just now I've made the third call to Spark trying to get this case solved, every time I had to go through the tier1 tech support protocols of asking the same dull questions about my equipment (why don't they read up on the notes left on my account?)

They've done line tests, isolation test, speedtests, had me restart the modem, unplug and replug in the modem.

Right now the tech supports think its likely a problem with my modem, which is what I told them in the first place.

They gave me two choices:
1. get a tech called out and likely face charges because we all know the odds are the problem isn't with the line it self. 
2. Pay up $145 to get a new modem.

I've been a customer with spark for well over 2 years now, and this means that the modem I got with them are out of warranty. They won't do a thing to help me, meanwhile almost every ISP, including Spark is offering free modems to new customers.

I tried to tell them I could sign a new 24months contract if needed to get a new modem, they wouldn't have that, its either pony up $145 or no modem.

I'm thinking maybe I should just switch all phone/internet services away from Spark now, thats 2 mobile, 1 home connection. Because the clear message they're sending me is once I'm in their wolf-den they don't give a damn about their customers.

My line stats are:
Plan: Spark VDSL unlimited with phone
General area: Bond Crescent, Forrest Hill

Modem: Technicolor TG589vn V2
downstream: 20010 kbps
upstream: 1351 kbps
line attenuation down: 21.0 dB
snr margin down: 12.1dB


Now before I switch away, is there anyone from Spark who can really help?

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  Reply # 1418189 1-Nov-2015 17:15
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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 # 1418201 1-Nov-2015 17:21
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Is your problem the very well known DNS issue with Windows 8.1 or greater?



 
 
 
 


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  Reply # 1418205 1-Nov-2015 17:23
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on your pc, can you try to use google's dns server 8.8.8.8 and 8.8.4.4? is your pc running windows 8.1. The TG589 has a dns lookup problem with win 8.1.

Failing that, buy a hg630b modem from Trade Me and try again. They are cheap.

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  Reply # 1418210 1-Nov-2015 17:29
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You're also well outside the recommended downstream attenuation for VDSL - a lot of Bond Cres is outside the VDSL zone, so you may be better with ADSL.



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  Reply # 1418218 1-Nov-2015 17:52
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When I got VDSL a few years back, I had around 27down/4up. My connection just deteriorated over the years.

I'm on Windows 10. I'm already using google's DNS servers.

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  Reply # 1418219 1-Nov-2015 17:54
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RunningMan: You're also well outside the recommended downstream attenuation for VDSL - a lot of Bond Cres is outside the VDSL zone, so you may be better with ADSL.


I didn't actually look closely but yes, with 1351 kbps upstream there could potentially be massive errors on the line also causing issues.



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  Reply # 1418221 1-Nov-2015 17:58
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using windows 8.1? common problem, search for solutions to it.

could you borrow another modem and test with that? that will rule out the modem.

do you have a splitter and dedicated jackpoint?



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Ultimate Geek
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  Reply # 1418222 1-Nov-2015 17:59
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I forgot to add, the problem started a few weeks back, but it somehow fixed it self in a day when it started.

The problem came back around mid day yesterday, so I'm more inclined to think the problem is with the modem rather than the line deteriorating to the point of unusable.



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Ultimate Geek
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  Reply # 1418224 1-Nov-2015 18:00
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Jase2985: using windows 8.1? common problem, search for solutions to it.

could you borrow another modem and test with that? that will rule out the modem.

do you have a splitter and dedicated jackpoint?


Don't have a spare modem to test with, friends are on fiiber now and they don't have VDSL capable modems. The part that pisses me off is Spark wouldn't even lend one to me to test it.

I do have a spliter and dedicated jackpoint.

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  Reply # 1418230 1-Nov-2015 18:13
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RunningMan: You're also well outside the recommended downstream attenuation for VDSL - a lot of Bond Cres is outside the VDSL zone, so you may be better with ADSL.

Is this typical of the effect of the 998 bandplan roll out on marginal lines?

I would have expected greater stability on poorer lines given 998 uses a common upstream band to ADSL.

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  Reply # 1418241 1-Nov-2015 18:25
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jeeg: When I got VDSL a few years back, I had around 27down/4up. My connection just deteriorated over the years.

I'm on Windows 10. I'm already using google's DNS servers.


And you understand the implications and problems that can be caused by running 3rd party DNS servers, particularly in regards to CDN content? Unless you fully understand the implications of 3rd party DNS servers you should always use your ISP's DNS servers. There are no real advantages at all to using Google DNS in New Zealand, but many disadvantages.

The DNS issue with these modems is related to DNS lookups in Windows and a quick Google search will lead you to huge numbers of posts. The solution is to hard code the DNS servers into your PC rather than relying on DNS being handed out via DHCP.





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Ultimate Geek
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  Reply # 1418244 1-Nov-2015 18:31
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sbiddle:
jeeg: When I got VDSL a few years back, I had around 27down/4up. My connection just deteriorated over the years.

I'm on Windows 10. I'm already using google's DNS servers.


And you understand the implications and problems that can be caused by running 3rd party DNS servers, particularly in regards to CDN content? Unless you fully understand the implications of 3rd party DNS servers you should always use your ISP's DNS servers. There are no real advantages at all to using Google DNS in New Zealand, but many disadvantages.

The DNS issue with these modems is related to DNS lookups in Windows and a quick Google search will lead you to huge numbers of posts. The solution is to hard code the DNS servers into your PC rather than relying on DNS being handed out via DHCP.




Yes I fuilly understand, I switched to Google's DNS server just to see if there were any difference, there was none.

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  Reply # 1418274 1-Nov-2015 19:45
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it doesnt matter if you change the DNS server its to do with the way the modem handles requests from a PC

you need to manually input the DNS servers into the PC and see if that fixes it. Changing it on the modem does nothing



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Ultimate Geek
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  Reply # 1418284 1-Nov-2015 19:58
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Jase2985: it doesnt matter if you change the DNS server its to do with the way the modem handles requests from a PC

you need to manually input the DNS servers into the PC and see if that fixes it. Changing it on the modem does nothing


I will try this now, but I didn't mention that I've had a Netgear R7000 router set up with the Technicolor as bridge just used as modem.

I'm having this problem with both the Netgear with Technicolor in bridge mode or just the Technicolor by it self.

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  Reply # 1418290 1-Nov-2015 20:07
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Can you access the log to see what the DSL sync is doing - is it dropping?

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