Super slow internet since repair.

Forums › Spark New Zealand (including Skinny and BigPipe) › Super slow internet since repair.

okashiicake

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#214161 30-Apr-2017 19:56

Hey Forums!

I often lurk and only post when I have issues. Recently our neighbour hired a gardener to do their hedges as they were overgrown, however during this work the gardener cut our phone line by accident and called chorus for a repair. The initial team came over and 'fixed' the issue (aka, didn't fix the issue, left the line broken) and we had to set up another response team to fix the line.

The second team came over on a rainy Saturday (28th April) and repaired the line without issue, however since the repair our internet has been slow. Worse than dial-up at times. We can't use google, Gmail or anything else without an error that the DNS server cannot be reached. Our download speeds are around 7kb/s and 90% of the time we cannot even run a simple speed test as the internet cannot connect to the server of the speed test.

Picture of the 'first repair'

After calling Chorus we were told we had to talk to our providor to get it fixed, we couldn't even complain to chorus about the issue that their team came over to 'fix' a fault they completely missed. I've heard of their unreliability but is this that common?

We are on an ADSL connection as we are too far from the exchange to upgrade it, and we have been trying for over a year to upgrade to fibre with no luck. Every retailer has told us no despite Chorus technicians telling us that we shouldn't have an issue installing it as we have an independent phone line pole.

It's a miracle I am even able to post something on here. Bellow is the message I often get on chrome or any other browser when trying to get to any website. We cant really load our support, and we have configured our routers as per the configuration stated on big pipes website.

This site can’t be reached

The connection was reset.

Try:

Checking the connection

Checking the proxy and the firewall

ERR_CONNECTION_RESET HIDE DETAILS

Me and my flat are at wits end. We have tried replacing the modem, directly connecting through a chord to the router and turning off all devices but one. All to no avail or increase in performance.

Can someone give some help?

Edit: Took me 12 attempts to post this.

Here is our speed test:

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#1773009 30-Apr-2017 19:59

have you contacted bigpipe support and advised them?

please also post your line stats from your modem (what is it btw?)

okashiicake

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#1773011 30-Apr-2017 20:04

We have advised big pipe but they said they would check things on their side and see if it is them and get back to us two days ago, we've still heard nothing about that. The chorus man said he would check the exchange, and never got back to us either.

As for modem we have tried a: Netcomm NB604 and an Asus AC68U.

I'm not entirely sure what you mean by a line status.

Jase2985

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#1773013 30-Apr-2017 20:15

you need to find the page in the modem that tell you the connected rate of the modem to the cabinet/exchange. it also tells you the SNR, attenuation and a few other stats that ar vital in the fault finding process

okashiicake

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#1773051 30-Apr-2017 20:23

So our modem reports:

Device Info

Board ID:

96328ang

Build Timestamp:

130528_2005

Manufacturer:

NetComm Wireless Limited

Product Class:

NB604N

Serial Number:

140809000980

Software Version:

GAN5.CZ56T-B-NC-R4B022-NZ.EN(NB604N-SL)

Bootloader (CFE) Version:

1.0.37-106.24

DSL PHY and Driver Version:

A2pD035l.d23k

Wireless Driver Version:

5.60.120.11.cpe4.406

This information reflects the current status of your WAN connection.

Line Rate - Upstream (Kbps):

204

Line Rate - Downstream (Kbps):

1163

LAN IPv4 Address:

192.168.1.1

Default Gateway:

100.68.8.1

Primary DNS Server:

203.96.123.1

Secondary DNS Server:

203.96.123.2

LAN IPv6 Address:

fe80::1

Default IPv6 Gateway:

Primary IPv6 DNS Server:

0.0.0.0

Secondary IPv6 DNS Server:

0.0.0.0

Date/Time:

Sun Apr 30 20:24:04 2017

However we're still experiencing some issues trying to even post on these forums, or they aren't loading at all and giving us that error stated in my first post. This connection with that speed may last a pocket of 10 minutes before returning to disconnect frequently.

Jase2985

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#1773054 30-Apr-2017 20:25

and the rest of the information. thats only a tiny bit of what we need

you are connected at 1mbps down and .2mbps up, you should still be able to surf the internet with out to many issues (will be a little slow)

okashiicake

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#1773057 30-Apr-2017 20:28

Edited above post.

The issue is, we have pockets of 'okay' speed like this where it times out only once every hour. But it will often just give us full hours of no connection what so ever. No googling, no facebook, no gmail or anything else.

I play a few online games. And my flatmate has a playstation 4. We have been unable to enjoy anything on our downtime. I'm recovering from a surgery and most of my outdoor hobbies are now inaccessible. Before our phone line was cut we never had any issues staying connected. But now we are having issues doing the simplest of things. I can trying to do a speed test on the lines and it is unable to even find the closest server and timing out. This isn't excusable.

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Jase2985

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#1773059 30-Apr-2017 20:36

still doesnt have everything, attenuation, signal to noise ratio and a few other things that should be on a page in the modem

okashiicake

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#1773062 30-Apr-2017 20:43

I hope you realise I am trying very desperately to find this information and I cannot. Should I just send screenshots of every page on the modem? cause Nothing is turning up with 'SnS', Attenuation or whatever other things you need.

okashiicake

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#1773067 30-Apr-2017 20:47

Synchronized Time:

1 0:37:4

Number of Synchronizations:

Mode:

ADSL2+

Traffic Type:

ATM

Status:

Link Power State:

Copper Loop(kft):

0.0

Downstream

Upstream

Line Coding(Trellis):

SNR Margin (0.1 dB):

Attenuation (0.1 dB):

420

445

Output Power (0.1 dBm):

176

104

Attainable Rate (Kbps):

2220

345

Path 0

Path 1

Downstream

Upstream

Downstream

Upstream

Rate (Kbps):

1163

304

Jase2985

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#1773068 30-Apr-2017 20:47

you can :) its very easy, Device info > statistics > xDSL

Jase2985

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#1773069 30-Apr-2017 20:48

oh look you found it, must not have looked at every page :)

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okashiicake

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#1773071 30-Apr-2017 20:54

Had to find the manual to find it. Wasn't under diagnostics. Now can you fix it?

Its taking a few minutes to load this page every time I reply.

Jase2985

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#1773072 30-Apr-2017 20:59

can i fix it, no, do you know what it was before the issues? it seems you have super high attenuation caused by a bad quality line, weather that is due to the repair or your internal wiring i dont know. i would chase up getting chorus to do a better job on the repair.

you can can provide evidence of what it was before the issues you can show that to your ISP/Chorus and get them to try rectify it.

Your best bet is to continue to chase it up with your ISP,

okashiicake

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#1773074 30-Apr-2017 21:06

I emailed them several times and have had the same response. 'Have you tried turning the modem off again? ran an isolation test? used a different phone port'

yes, yes, yes and yes. I have done everything they have asked 10 times over, i'm at my wits end. I don't know how to provide evidence of our speed before I just KNOW I never had issues loading any pages before the 28th.

Jase2985

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#1773076 30-Apr-2017 21:11

keep contacting them

this can be one of the pitfalls of having an ISP with no phone line.

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