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




5 posts

Wannabe Geek


# 19048 3-Feb-2008 12:46
Send private message

My broadband connection was down on Friday 1st Feb and I assumed it was just a temporary outage. Saturday I called Telecom and opened a case number with their infuriating automated  response system. The helpdesk person  (have the outsourced to manila? ) was not helpful and provided no useful checks or oultion. My system has been running for 2 + years without any changes to my router modem in the last month. After getting through the checklist with them they assured me someone would call back in 15 mins. After 90 mins I decided to call them again. This time I spoke with what sounded like a technician and he suggested that TCP/IP protocol was not being authenicated for my port. He requested a reset of the line and presto I was online!. For about 3 minutes. I called back and spoke to somene else. They siad they would request a line reset which might take 30 mins to complete. That was last night.

This morning I'm still without broadband. Another call provided less than helpful support. I was asked to call my modem manufacturer Dynalink "to ensure my user id and password are stored in the modem correctly (They no longer support the RTA220 though it came in a box supplied by XTRA!)  Knowing that my modem can't be the issue (I've have checked the userid / password and substituted a backup RTA220) I requested a technical support call so I can speak with someone who has some knowledge outside their automated flowchart system.

Any one else had this kind of probelm recently ?

Thinking of moving ISP to one that can provide service and technical support - any recommendations?

Create new topic
2262 posts

Uber Geek
+1 received by user: 470

Lifetime subscriber

  # 108285 3-Feb-2008 13:16
Send private message

Being the weekend be patient.

EDIT: I was down for 24 hours when exchange upgraded on 26/27 September. I couldn't authenticate. The Manila team seemed unaware of my exchange upgrade yet I was aware of the estimated date.




Ross

 

Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+

 


Speed Test


Nate wants an iphone
3906 posts

Uber Geek
+1 received by user: 33

Mod Emeritus
Trusted
Lifetime subscriber

  # 108287 3-Feb-2008 13:34
Send private message

That doesn't sound like a good experience.

A few things to check are
Are you getting DSL sync. When you go into your modem, does it show the sync rates and line parameters? Or does it just say disconnected?

Does the ADSL light stay constantly on, or just flash now and then, or turn on... then a few seconds later goes out/starts flashing?

If thats ok - does your username and password work? Do you get an IP on the modem?




webhosting |New Zealand connectionsgeekzone IRC chat
Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!


 
 
 
 




5 posts

Wannabe Geek


# 108298 3-Feb-2008 14:37
Send private message

Hi Nice to know someone out there to help.

I take the advice  from Spyware that "its the weekend" - but in the meantime ...

Line Mode G.dmt Line State Show Time
DS Speed7040 Kbps US Speed160 Kbps
DS Latency Interleave US Latency Interleave
Trellis CodingEnabled Loss of Signal0
Line Attenuation11 dB Loss of Frame0
Noise Margin13.5 dB CRC Error0
Line Up Count1 Error Second0 seconds
Line Up Time0:04:29:38 System Up Time0:04:30:06

All looks good with the DSL light on the router modem a solid green .

User name and password on dial up work fine. The broadband user id IS setup with the username suffix of .xadsl@xtra.co.nz.

When I try the Connect button on the RTA200 control screen I get my User name and password dialogue as per usual with a Connect button - clciking it give my the status screen (which normally shows a status immediately of Connected) showing


DSL Line status: Show Time
Running Profiles:                                                                                  Refresh
VPI/VCI Data Encap NAT Local WAN IP On-Line Time Action
0/100 PPPoA  VC MUX enabled 0.0.0.0 00:00:00:00
Please select the pre-defined profile for your router: RFC1483 Bridge RFC1483 Router RFC1483 MER Router PPPoE Router PPPoA Router

All the above parameters are correct ---- it must be at Telecoms end that the problem exists - huh ?

 


2262 posts

Uber Geek
+1 received by user: 470

Lifetime subscriber

  # 108299 3-Feb-2008 15:14
Send private message

All looks good. Attenuation figure indicates you probably have potential for 20 Mbps under ADSL2+, see http://www.internode.on.net/residential/internet/extreme/. ADSL2+ profiles are enabled about a month after exchange upgrade.




Ross

 

Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+

 


Speed Test


Nate wants an iphone
3906 posts

Uber Geek
+1 received by user: 33

Mod Emeritus
Trusted
Lifetime subscriber

  # 108321 3-Feb-2008 17:11
Send private message

I sent you a PM regarding this - are you interested?




webhosting |New Zealand connectionsgeekzone IRC chat
Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!


6353 posts

Uber Geek
+1 received by user: 403

Moderator
Trusted
Lifetime subscriber

  # 108360 3-Feb-2008 21:11
Send private message

Has your line been split or are your running ADSL filters?

If you are running filters, check no-one else has plugged a phone into a non-filtered phone jack.



5 posts

Wannabe Geek


# 108413 4-Feb-2008 09:04
Send private message

Hi Cokemaster

Yes anything to get me back on broadband would be helpful. Thanks

 
 
 
 




5 posts

Wannabe Geek


# 108415 4-Feb-2008 09:15
Send private message

Service uses filters. Checked and no phones into ADSL native - all thru'filters. Tried removing all phones with just ADSL modem plugged into line direct and no joy.  I'm getting good ADSL signal - just won't authenticate. We'll se what the techie says at 2pm (if I actually get the booked call). Undecided

Nate wants an iphone
3906 posts

Uber Geek
+1 received by user: 33

Mod Emeritus
Trusted
Lifetime subscriber

# 108598 5-Feb-2008 07:45
Send private message

Sent you another couple of PM's about it.




webhosting |New Zealand connectionsgeekzone IRC chat
Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!


Nate wants an iphone
3906 posts

Uber Geek
+1 received by user: 33

Mod Emeritus
Trusted
Lifetime subscriber

# 108599 5-Feb-2008 07:45
Send private message

Sent you another couple of PM's about it.




webhosting |New Zealand connectionsgeekzone IRC chat
Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!




5 posts

Wannabe Geek


  # 108662 5-Feb-2008 13:00
Send private message

UPDATE Tuesday

Monday I was on phone for about 2 hours with a techie at the helpdesk and gradually eliminated one possibility after another - a lot of resetting paths ... All this pointed at a hardware issue in the port connecting the line to the broadband equipment at the exchange. Monday I had 3 sessions of getting connected but none lasted more than 10 minutes.

Engineer called this morning Tuesday and said they were going to plug my line into another port on another card (14 ports per card) and see if the problem went away.  It did. Well at least it has  so far.... Engineer called back and checked if still all OK and shared that some other customers on that card have been port switched recently so it appears that the card is faulty intermittantly.....  I guess someone might have pulled the card ealier and a lot of work might have been saved ...

I'm really glad for all the help offered here. Its good to know there are others out there to share these frustrations with and maybe get some solutions.

What I 've learnt is that

1. Don't expect top notch support from Telecom at weekends
2. Telecom technical staff and engineers will provide a solution to problems eventually
3. Plan to have a backup broadband option (maybe wireless or via mobile phone modem) if braodband is critical to your operation.
4. I'm pretty dependent on broadband !

Thanks Guys Smile

Create new topic



Twitter and LinkedIn »



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 government unveils new digital service to make business easier
Posted 16-Jul-2019 17:35


Scientists unveil image of quantum entanglement
Posted 13-Jul-2019 06:00


Hackers to be challenged at University of Waikato
Posted 12-Jul-2019 21:34


OPPO Reno Z now available in New Zealand
Posted 12-Jul-2019 21:28


Sony introduces WF-1000XM3 wireless headphones with noise cancellation
Posted 8-Jul-2019 16:56


Xero announces new smarter tools, push into the North American market
Posted 19-Jun-2019 17:20


New report by Unisys shows New Zealanders want action by social platform companies and police to monitor social media sites
Posted 19-Jun-2019 17:09


ASB adds Google Pay option to contactless payments
Posted 19-Jun-2019 17:05


New Zealand PC Market declines on the back of high channel inventory, IDC reports
Posted 18-Jun-2019 17:35


Air New Zealand uses drones to inspect aircraft
Posted 17-Jun-2019 15:39


TCL Electronics launches its first-ever 8K TV
Posted 17-Jun-2019 15:18


E-scooter share scheme launches in Wellington
Posted 17-Jun-2019 12:34


Anyone can broadcast with Kordia Pop Up TV
Posted 13-Jun-2019 10:51


Volvo and Uber present production vehicle ready for self-driving
Posted 13-Jun-2019 10:47


100,000 customers connected to fibre broadband network through Enable
Posted 13-Jun-2019 10:35



Geekzone Live »

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


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



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.