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4 posts

Wannabe Geek


# 214869 31-May-2017 23:53

Our internet has been consistently dropping off at night, some time after 8pm. This problem has persisted through 2 different homes now over the span of 4+ years. It has recently become a problem for me as I come home late from work, and it's the only time where I could use the internet without having to share the bandwidth with the other people living in the house. I have tried contacting Spark over this issue, however,  after many hours on hold and having to repeat my problem to multiple people over the phone, the issue is still unresolved.

 

The issue is that the internet will cut off for 5-10 minutes and this will happen 2-3 times an hour, continuing through the night. Sometimes it comes back by itself, sometimes I have to restart the modem myself before I get reconnected again. While the internet is cut off, both the WiFi and Ethernet connections on all my devices are disconnected. If I'm in a Skype call when the internet disconnects, I can sometimes hear the other person for 5~ minutes before I actually get disconnected from the call, but they cannot hear me back. Other programs which require the internet will also go on and off while the internet is down, but are ultimately unusable in this state. Just yesterday the internet started disconnecting around 12:30am, but the day before that it happened around 9pm. Important to note that most (around 95%) of these disconnections happen during the night whether or not anyone else is using the internet at that time.

 

I've confirmed with them that the modem is working as it should, with the right lights on and flashing, while the internet is down for me. I've also contacted Spark and asked for a new modem to see if it was a faulty modem, but they sent me a new modem of the same model (Huawei hg630b) and the problem still persists. While the internet goes down, I check on their outages map and I've never seen any outages in my area at the same time. Spark has also told me that they could not see any disruptions in my internet connection on their end, on the same day where I experienced multiple disconnections on my end.

 

This problem first occurred in my old house while we had ADSL broadband and persisted when we changed to VDSL. We've since moved next door to a new house and the problem is still ongoing.

 

 

 

 


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  # 1792757 1-Jun-2017 01:42
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Got a house alarm? This sounds like something not related to Spark / ISP but something like a house alarm grabbing the home line and taking down the internet

Linux



4 posts

Wannabe Geek


  # 1792758 1-Jun-2017 02:07

Yeah we've had house alarms in both of the houses. Would you happen to know why the house alarm would affect the internet connection, especially at night? And how would I go about checking out whether or not if the alarm is the problem?


 
 
 
 


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  # 1792759 1-Jun-2017 02:19
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The house alarm is grabbing the line to report back to the alarm company

You need a master splitter installed to stop the internet dropping and depending on location @coffeebaron is the best man for the job!

Linux

Edit: You don't need to check if it's the house alarm causing the internet to drop as it will 110% causing the issue



4 posts

Wannabe Geek


  # 1792766 1-Jun-2017 02:37

Thanks for the quick answer!

 

I still have some questions for you if that's ok

 

     

  1. How do I know I don't already have a master filter installed? I've had a Chorus technician come in and say that there's only 1 jack point in the whole house which can be connected to the internet.
  2. Let's say I'm unable to use your reference, how would I go about getting a master splitter installed?
  3. Would the Spark customer service agents know anything if I were to call them and tell them about the master splitter/alarm? If not, who can I contact?

 

 


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  # 1792767 1-Jun-2017 02:53
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Approx where are you located in NZ?

Linux



4 posts

Wannabe Geek


  # 1792768 1-Jun-2017 02:54

Auckland


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  # 1792769 1-Jun-2017 03:00
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Perfect so DM @coffeebaron and get it sorted / fixed first time correct

Linux

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