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Wannabe Geek


Topic # 183969 4-Nov-2015 22:11
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HI I've been having trouble with my VDSL Network at home  it frequently disconnects from the internet and usually won't stay active for more than a few minutes  at a time.

Both the DSL light and the internet light stay off.

This all started about a month back when spark had major issues over the weekend with static ips(i think),
Since then It has been a continuous problem.

I have spoken to Spark four times now which has resulted in no results sadly and I'm reluctant to ask for a  technician before  I've tried else where.

Things I've tried so far:

 

  • Resetting the Modem both on/off and a complete factory reset
  • Disconnecting all other jack points in case of interference (as spark requested)
  • We also had a new modem sent out to us earlier this week to see if it made a difference..it did not.
The Isp is spark and the modem model is the Huawei HG630B

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  Reply # 1421256 4-Nov-2015 22:26
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Can you please post the line stats from your modem?



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Wannabe Geek


  Reply # 1421265 4-Nov-2015 22:40
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edit : isp Spark Plan unlimited VDSL2

 

  • Downstream line rate (kbit/s) 25424
  • Upstream line rate (kbit/s) 10356
  • Downstream SNR (dB)  8
  • Upstream SNR (dB) 17.7
  • Downstream line attenuation (dB) 14.7
  • Upstream line attenuation (dB) 30
  • Auckland Urban
  • Downstream output power (dBmV) 13.5
  • Upstream output power (dBmV) 2.4
  • Downstream CRC 695
  • Upstream CRC 240
  • Downstream FEC 290934
  • Upstream FEC 9021

 
 
 
 


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  Reply # 1421319 5-Nov-2015 06:48
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for your SNR you have a pretty poor connection

when you had VDSL installed did they install a dedicated jack point? did they install a master filter/splitter?

your issue seems to suggest there is a problem with the wiring in either your house, or between your house and the cabinet.

FYI nothing wrong with sparks vdsl network

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Spark NZ

  Reply # 1421391 5-Nov-2015 08:50
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As above, if your DSL light is off (and you can confirm this by going into the modems status screens and finding the uptime for your DSL connection - if it keeps resetting then your actual DSL line is experiencing disconnects which is going to be an issue with your modem, home wiring, street wiring or the Chorus equipment). As your provider Spark will help with this but as none of those factors are on our actual network the recommendation is going to be a site visit to check the quality of the wiring and the phone line (which doesn't look that good from what you have posted).

As you've spoken to us 4 times (and it sounds like we sent you another modem to test), I'm unclear what else we could possibly do that doesn't involve sending out a tech to check your line.

Cheers - N


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Spark NZ

  Reply # 1421394 5-Nov-2015 08:53
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And I apologise for you being the specific person for me to kick off on this rant but...

What is it with the topic title people seem to love choosing when they have an issue with their broadband?

"spark VDSL network down"? Really? At least there weren't exclamation marks at the end.

Many, MANY people do this... I don't know whether it's genuinely accidental in some cases, or a deliberate ploy to attract attention with a provocative title, or something else... But please leave that rubbish to Buzzfeed editors.

Cheers - N


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  Reply # 1421459 5-Nov-2015 10:16
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Talkiet: And I apologise for you being the specific person for me to kick off on this rant but...

What is it with the topic title people seem to love choosing when they have an issue with their broadband?

"spark VDSL network down"? Really? At least there weren't exclamation marks at the end.

Many, MANY people do this... I don't know whether it's genuinely accidental in some cases, or a deliberate ploy to attract attention with a provocative title, or something else... But please leave that rubbish to Buzzfeed editors.

Cheers - N



Yeah, it's like people here at work - "The internet is down"... reality is there is just one site there is an issue with... just the one... no others...

People need to report what they know as fact - not what they speculate or guess the issue is

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