Super slow internet since repair.

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

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34 posts

Geek

#1773078 30-Apr-2017 21:19

It's been two days of the exact same email. Like an automated robot response. We asked as simply as possible for them to send out a chorus team to check the fault.

"Thanks for contacting us, sorry to hear that you're having problems with your speeds.

It is very important to do the following isolation test, as it will help us to find out what is causing your slow speeds.

Could you please try removing all other devices from your line such as phones, faxes, DSL filters, Sky decoders, monitored alarms, extension cables, etc, and seeing if you're then able to see improvements on the speeds?

Could you also please try connecting your modem at different jack points around the house to see if you're able to connect? Please be sure to leave all other devices disconnected.

If you're still unable to connect at different jack points around the house, is it possible for you to try and connect with a different modem, as well as a different cable between the modem and the jack point? And see if it helps to improve the speeds.

It's important that you go through the above steps and let us know whether they help, as it'll help us work out where the problem lies.

Can I also ask you to plug your computer to your modem with an ethernet cable, turn the wifi off and run a speed test on https://www.speedtest.net/ selecting Auckland hosted by Spark as your server and then share the results with us? Please make sure that this test is done by a wired connection and that there isn't something uploading in your internal network when trying to connect. I'd recommend investigating and checking to see if something like torrents, Dropbox or Google Drive is uploading in the background.

Please reply letting us know how you get on. We look forward to hearing from you soon"

I have this email, times three in my responses. From the same support rep.

Norton 360

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DarkShadow

1643 posts

Uber Geek

#1773079 30-Apr-2017 21:20

okashiicake:

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.

Don't trust Chorus techs on anything other than digging holes.

You're on a back unit down a right of way. You'll definitely need consent to get fibre. It doesn't matter if you have an independent phone pole or whatever. Either print the consent form and get your neighbours to sign it, or wait later this year until the new law comes in which should hopefully make it easier for you to get fibre installed.

Jase2985

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#1773080 30-Apr-2017 21:21

and you replied with?

okashiicake

34 posts

Geek

#1773090 30-Apr-2017 21:25

"Hey Bigpipe,

Thanks for the reply. As stated in my previous emails we have done the isolation tests as instructed. We have recently had repairs done to our phone line after a neighbours incident with some pruning sheers and since the repairs have been experiencing still, those very slow speeds we mentioned.

We have tried two modems, different jackpoints around the house, wired tests and limited device tests with no improvements. All of our configured stats meet those you have provided but we are still experiencing frequent disconnects and slow speeds. Prior to the installation we had no speed issues and were very happy with our service.

Is it possible to send out a Chorus technician to check if our High Attenuation rate has anything to do with the repair?

Regards,"

okashiicake

34 posts

Geek

#1773092 30-Apr-2017 21:26

DarkShadow:

okashiicake:

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.

You're on a back unit down a right of way. You'll definitely need consent to get fibre. It doesn't matter if you have an independent phone pole or whatever. Either print the consent form and get your neighbours to sign it, or wait later this year until the new law comes in which should hopefully make it easier for you to get fibre installed.

A new law?

I've not heard anything about it.

DarkShadow

1643 posts

Uber Geek

#1773093 30-Apr-2017 21:30

okashiicake:

DarkShadow:

okashiicake:

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.

You're on a back unit down a right of way. You'll definitely need consent to get fibre. It doesn't matter if you have an independent phone pole or whatever. Either print the consent form and get your neighbours to sign it, or wait later this year until the new law comes in which should hopefully make it easier for you to get fibre installed.

A new law?

I've not heard anything about it.

http://www.scoop.co.nz/stories/PA1704/S00139/telco-property-access-bill-passes-third-reading.htm

An overhead install would count as low impact and hopefully that will mean consent would no longer be required.

okashiicake

34 posts

Geek

#1773095 30-Apr-2017 21:35

A yes, We did get the consent from all the neighbors but we were told that privacy matters mean we cannot obtain the property owners details to contact them in regards to installing fibre.

I really dont want to be living off of this internet connection which wont even let me check my email until mid this year! We only have consent from our landlord for our property so far and our neighbors don't even have a point of contact for their landlord. One other landlord doesn't speak english and neither of us speak mandarin to communicate with them nor do they have a point of contact in english.

okashiicake

34 posts

Geek

#1773104 30-Apr-2017 22:21

Jase2985:

snip

What would be considered a healthy attenuation number? Sources everywhere say different.

hyperman

418 posts

Ultimate Geek

#1773105 30-Apr-2017 22:35

okashiicake:

Jase2985:

snip

What would be considered a healthy attenuation number? Sources everywhere say different.

attenuation is basically the loss from the sending end so this will depend on a couple of things mainly the length of your line and the size of the wire used.
so it really depends on how far you are from the cabinet or exchange to say what it roughly should be, however if chorus did a crap joint this would also increase the att.

TLDR version

As low as possible!

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

okashiicake

34 posts

Geek

#1773111 30-Apr-2017 22:52

We're a bit far away from the exchange, but every one in my house has noted ho bad the internet is now. It's like.. agonizingly bad. We keep dropping out. I'm guessing 420 is very high then?

We are about 1.2 kilometres from our closest exchange.

Linux

9103 posts

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Lifetime subscriber

#1773115 1-May-2017 00:12

Approx where are you? Street name should be ok

Linux

okashiicake

34 posts

Geek

#1773116 1-May-2017 00:13

Linux: Approx where are you? Street name should be ok

Linux

Campbell road, auckland. Closer to great south road.

Jase2985

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#1773124 1-May-2017 05:24

you look to be feed from the Ellerslie exchange. But at 1.2km i would expect you to be syncing at 10+mbps, and an attenuation of less than 25dB, so about half what you currently have.

Jase2985

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#1773125 1-May-2017 05:31

and looking around the GSR end of campbell road pretty much everyone is getting ADSL speeds greater than 13mbps

RunningMan

7071 posts

Uber Geek

#1773135 1-May-2017 07:35

I'd suggest going back to Bigpipe, giving them the line stats from your modem that you posted above - particularly the attenuation, noise margin, and sync rate figures. That should be enough for them to get a line test done which I would imagine will pretty clearly show the fault, and enable Chorus to address it.

@Joshbigpipe may be interested in this too.

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