2 days after VDSL install no internet

Forums › Spark New Zealand (including Skinny and BigPipe) › 2 days after VDSL install no internet

Basilcat

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#198679 18-Jul-2016 23:15

Hi all would appreciate any sight before Chorus finally turn up,

Had a chorus tech come around last Wednesday morning to switch us over from ADSL to VDSL. saw some slight speed increases until on Friday where I received a text from Spark saying my broadband should now be good to go. Ever since then we have had nothing. Thought I'd give it a day before calling Spark. Saturday arvo I got the standard turn modem on off routine, didnt help. Was supposed to have a tech come out by Sunday 5pm, which turned into Monday 5pm, which is now Tomorrow some time.

Would appreciate any ideas of what could be wrong? Maybe someone flicked ADSL off and didnt turn VDSL on? I have no idea how it worked.

Going to the router IP address in Chrome confirms we have no connection.

Also the HG659b logs me out of settings every 5 seconds - anyone else experience this?

Thanks all.

PeterReader

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#1594760 18-Jul-2016 23:15

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:

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.

DarkShadow

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#1594772 18-Jul-2016 23:23

Go show us the following

Maintain > System Information > DSL Information

Internet > Internet Settings (the whole page)

Basilcat

12 posts

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#1594778 18-Jul-2016 23:29

here -

2nd half -

michaelmurfy

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#1594804 18-Jul-2016 23:44

Looking at this it doesn't look like the service order on Sparks end went through correctly. Should be a simple fix. Ping @wheelbarrow01 - also, send him your account number via PM to speed things up for him :)

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DarkShadow

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#1594809 19-Jul-2016 00:51

Basilcat:

Someone did something wrong, your line is on ADSL2+ not VDSL which probably means your line is plugged into the wrong port at the cabinet. You'll need to wait for the tech.

Wheelbarrow01

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Chorus

#1594824 19-Jul-2016 07:43

michaelmurfy:

Looking at this it doesn't look like the service order on Sparks end went through correctly. Should be a simple fix. Ping @wheelbarrow01 - also, send him your account number via PM to speed things up for him :)

Our operators are standing by for your message :)

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Basilcat

12 posts

Geek

#1594830 19-Jul-2016 08:01

Message sent thanks :)

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andrew027

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#1594886 19-Jul-2016 10:03

I've got the HG659b myself, but can't remember - does it have a setting you need to change yourself to indicate the connection type, or does it detect it automagically?

I remember I got the Technicolor TG589vn when I first upgraded to VDSL, and after some problems a few months down the track I called Spark's contact centre and was told to reset it, and it changed a connection type setting to ADSL and stopped working until I figured that out. I can't remember if I had to do that when I got the 659b - it was quite a while ago.

Smix

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#1594946 19-Jul-2016 11:25

I just switched from ADSL to VDSL last Tuesday, and it was just a matter of plugging in the HG659b and switching it on.

Not entirely happy with the speeds I'm getting, but will wait for the 10 days to lapse before raising something with Spark.

Basilcat

12 posts

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#1595075 19-Jul-2016 14:58

Worked like that, plug in and go for two days and then nothing!

Basilcat

12 posts

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#1595078 19-Jul-2016 15:00

Now it continues! Guy who called from Chorus yesterday to say he'd be around before 10am today is in Levin all day and it will now be tomorrow.

Anyone have an idea of what is acceptable compensation to ask for? A credit for the daily cost of broadband is a minimum I feel. Will be 6 days without Internet, IF its fixed tomorrow.

Jase2985

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#1595113 19-Jul-2016 15:54

put simply, there is none, your operator might be nice and give you one but they are not compelled to

Basilcat

12 posts

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#1595752 20-Jul-2016 17:17

Chorus came around today and now all is working fine. These are numbers I'm getting.

Consistently getting getting speeds of around 59 or 60 on speedtest.net

We have 10+ wifi devices connected to the Huawei HG659b router, does anyone think a better quality router will improve things? I also have an Xbox one in the opposite end of the house to router, downstairs.

PB tech has a good deal on the ASUS DSL-AC52U. Any thoughts appreciated.

Jase2985

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#1595753 20-Jul-2016 17:22

are you seeing performance drops? if not just stick with what you have