Frequent internet disconnections

Forums › Spark New Zealand (including Skinny and BigPipe) › Frequent internet disconnections

Roh89

13 posts

Geek

#195059 4-Apr-2016 15:31

hey guys,

I have sparks adsl and im getting frequent disconnections.

its frustrating me so much and i have called spark so many times and they keep on saying there is no problem

but i can see the problem in front me as im getting a lot of disconnections even to the point that i have to go turn off my router and turn it back on.

somebody please help :(

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#1525836 4-Apr-2016 15:44

House wiring fault for sure not an ISP issue

Where is PeterReader? Time for a master filter install by @coffeebaron

Roh89

13 posts

Geek

#1525841 4-Apr-2016 15:47

whats peter reader? sorry

cbrpilot

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#1525846 4-Apr-2016 15:51

Can you PM me your line number please?

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

cbrpilot

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Spark NZ

#1525888 4-Apr-2016 16:58

Hi Roh29 I can see around 20 disconnections in the last week which are taking down your connection for about 90 seconds each.

Certainly not performing at its best. As JohnR says, most (but not all!) issues such as this one are caused by issues within the home wiring.

To start with I'd recommend having a look at how you've got the physical wiring set up. E.g. how many phonejacks do you have, do you have filters on all of them, do you get the same problem from a different jackpoint etc.

Meanwhile I will have a chat with one of the team here and see what we can do from our end.

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

johnr

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#1525895 4-Apr-2016 17:10

@Roh89 are you using clothed (with home line) or Naked Broadband?

Check out this blog post by @sbiddle here on Geekzone it covers the issues house wiring will cause

http://www.geekzone.co.nz/sbiddle/8357

staticnz

151 posts

Master Geek

#1525953 4-Apr-2016 19:12

You could try their new wireless broadband? That would bypass any wiring issues - worth a shot!

Looks like you can register interest if its not currently available

freitasm

BDFL - Memuneh
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#1525991 4-Apr-2016 19:55

As above, check your wiring. Things such as lack of filters or master filter, multiple phone jacks with more than ideal number of phones plugged in, monitored alarms (even if you don't have a contract, if the alarm is there it may still be trying to connect) and so on.

These links are referral codes

cbrpilot

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Spark NZ

#1526227 5-Apr-2016 11:07

I checked the ongoing line test I have running on your line this morning, and the tool seems to indicate that you have a missing filter (or faulty) on some device plugged into your phone sockets. Now while this is not 100% certain, it's a good place to start looking for the issue.

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

Roh89

13 posts

Geek

#1527780 7-Apr-2016 16:52

oh k thank you so much. Can i ask someone a question about wiring...in the connecter socket in the wall there is cat 6 wire but only 2 joints are plugged in the socket behind the wall. One friend who is an electrician said that there should be atleast 4 joints should be present. is that true?

Jase2985

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#1527784 7-Apr-2016 16:59

if its for phone or for your xdsl modem it only needs 2

Roh89

13 posts

Geek

#1527787 7-Apr-2016 17:06

well phone and adsl modem both are connected on the line. The reason why my friend said that is coz whn i use the phone then the internet disconnects so he advised if there are 4 joints then the internet wont stop when using phone line. Right now there is only 2 joints there. Thats what he said

Jase2985

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#1527788 7-Apr-2016 17:14

ADSL/VDSL uses the same wires as the phone. the reason for the splitter is it serperates off the ADSL/VDSL signal to a dedicated jack-point so the phone doesn't interfere with the connection

andrewNZ

2251 posts

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#1527822 7-Apr-2016 17:47

Roh89:
well phone and adsl modem both are connected on the line. The reason why my friend said that is coz whn i use the phone then the internet disconnects so he advised if there are 4 joints then the internet wont stop when using phone line. Right now there is only 2 joints there. Thats what he said

Phone lines only use 2 wires. No phone jack should have four wires connected to it.

I suspect you are misinterpreting what your friend is telling you. If not, he definitely shouldn't be touching your wiring.

There are many options, but for someone to recommend the best approach, you need to answer johnr's question and perhaps tell us where in the country you live.

Electrician.

Location: Dunedin

Roh89

13 posts

Geek

#1527828 7-Apr-2016 17:59

im using clothed broadband

andrewNZ

2251 posts

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#1527858 7-Apr-2016 18:39

OK, I'll squeeze the stone.

Please answer ALL of the following questions. If you don't know, use that as the answer.

1) Do you have filters on every phone jack with something plugged in?
2) Is there a master filter installed?
3) Is there a jack labled "DSL" or similar?
4) How many phone jacks are there in the house?
5) Roughly how old is the house?

Electrician.

Location: Dunedin

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