Constant disconnects on a New VDSL2 connection w/Master filter

Forums › Spark New Zealand (including Skinny and BigPipe) › Constant disconnects on a New VDSL2 connection w/Master filter

phant0m

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#204910 22-Oct-2016 17:52

Hi

So some backstory/timeline:

We moved to Spark from Vodafone as they informed us our street would be fiber ready on the 15/10/2016 and gave us a good deal. Chorus then turned around and told Spark we cant get it so we are stuck with VDSL. Not happy but what can you do? Have been having constant VDSL disconnects ever since.

October 6: physically switched over to spark, on ADSL2+ using the HG659b modem.
October 6-17: no disconnects at all. both wifi frequencies worked great.
October 17: chorus tech comes and installs a master filter/configures VDSL.
October 17-present: constant disconnects every 5-15 minutes.
October 20: spark technical support says the 24 hour test logged 32 disconnects. they cant diagnose the problem other than that its not the modem and probably a line fault.

I have tried running the modem over LAN with the Wireless radio disabled with only 1 device connected. Used a Windows 7 desktop and a Windows 10 laptop. Replaced the RJ45 cable and used a new power socket. Still getting disconnects.

The error reported in the Modem Logs is WAN connection INTERNET_UMTS:IPv4 disconnected.(ERROR_NO_CARRIER). Attached is an image of the DSL information just as the line drops over a few seconds. The only variables that change during this time are the Maximum downstream rate and the Downstream noise safety coefficient.

Any ideas what the problem might be?

richms

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#1656306 22-Oct-2016 18:53

You are running at 9 megabit over the maximum speed and a negative noise margin, so the line conditions have signifigantly deteriorated since it synced.

Chances are an erratic fault on the line that comes and goes, so get the techs out and they should sort it.

Richard rich.ms

phant0m

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#1656319 22-Oct-2016 19:03

The decrease in speed/safety coefficient happens as the connection drops. This is what it looks like normally.

richms

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#1656324 22-Oct-2016 19:08

So there you are way under the maximum speed and have 13.3db Noise margin, which is way more than the target of 9. Therefore the line is much better when you took that screenshot.

It usually at most changes by a few 100kbit on a working line. Chances are if you resynced at that point you would get close to the 78 meg downstream.

There is a fault on the line. Nothing you can do other than hassle the ISP to get chorus out to fiddle with the wires and find what is failing or loose.

Richard rich.ms

hio77

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#1656326 22-Oct-2016 19:14

there is quite clearly a line fault here, likely a loose joint moving around causing your issue.

Contact your isp, have them put a 24~48 hour line test on it, allow them to get the statistics they need to push it with chorus and follow through.

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RunningMan

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#1656329 22-Oct-2016 19:19

phant0m:

[snip]

October 20: spark technical support says the 24 hour test logged 32 disconnects. they cant diagnose the problem other than that its not the modem and probably a line fault.

This should be enough to get them to escalate to Chorus and send a tech out. Nothing much else you can do.

phant0m

21 posts

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#1656335 22-Oct-2016 19:47

Thanks guys :)

Just wanted to make to make sure it wasn't something on my end first.