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162 posts

Master Geek


#233624 25-Apr-2018 06:19
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We've been with Spark for 18 months on a VDSL connection. Starting ~6 months ago the connection began to intermittently drop during the night. We would arrive in the morning to see no DSL sync. A power cycle of the modem would fix the problem. 

 

It happened a few more times over the course of a few months so Spark replaced the modem (hg659b). The problem persisted but a power cycle usually fixed the problem.

 

Now over the last 7 days its happened 4 times. A power cycle no longer fixes the problem right away. When booting the modem the WAN/DSL LED will flash and then stop. Then sometime (between 30-90 minutes) it starts working. It does need a restart though to make it work - e.g. it dropped at 9:30pm the other night and stayed down all night. A power cycle in the morning and ~45 minutes later it came back online.

 

We log a fault each time but when we hear from the tech the connection is working again and they can't find a fault.

 

They have replaced the modem, remotely tested the lines (our voice services are crystal clear and we've no issues), a tech came to site and found some corrosion and moved to a different pair. The problem is getting worse.

 

Internally we have a Cat5 tie cable from the demarc to our patch panel. The VDSL is split using a master filter and is terminated on the patch panel and PBX. The modem is bridged to an ASA5505.

 

What should I be saying to Spark to get this resolved? What's the liklihood the issue is within my building (tie cable, filter, patch panel)? Should I look at replacing these?

 

 

 

 

 

 


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Uber Geek

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  #2002040 25-Apr-2018 07:41
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What is your sync rate and xDSL stats?

 

Are you in a marginal VDSL2 area?

 

 

 

 

 

 




162 posts

Master Geek


  #2002081 25-Apr-2018 09:49
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sbiddle:

 

What is your sync rate and xDSL stats?

 

Are you in a marginal VDSL2 area?

 

 

 

 

We're in a metro area so I wouldn't say so.

 

 

 

xDSL stats below:

 

 

 

 

 

 

Connection status:                                   Showtime

 

Upstream line rate (kbit/s):                       7713

 

Downstream line rate (kbit/s):                   37728

 

Maximum upstream rate (kbit/s):                7888

 

Maximum downstream rate (kbit/s):            39390

 

Upstream noise safety coefficient (dB):         8.8

 

Downstream noise safety coefficient (dB):    9.8

 

Upstream interleave depth:                 0

 

Downstream interleave depth:            0

 

Line standard:                                     VDSL

 

Upstream line attenuation (dB):         41.9

 

Downstream line attenuation (dB):    19.9

 

Upstream output power (dBmV):       7.4

 

Downstream output power (dBmV):  13.4

 

Downstream interleave depth:            None

 

DSL up time:                                      0 days 1 hour 23 minutes 5 seconds

 

 

 


 
 
 
 


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Uber Geek


  #2002087 25-Apr-2018 09:57
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Port reset?



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Master Geek


  #2002105 25-Apr-2018 10:23
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Forgot to mention that has been twice that I know of during troubleshooting with the first level guys.

'That VDSL Cat'
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  #2002107 25-Apr-2018 10:35
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Sounds to me like line is starting to fall over.

 

 

 

DM me case number and contact please.





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 




162 posts

Master Geek


  #2003410 27-Apr-2018 11:32
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Just an update... Chorus have diagnosed a fault between the exchange and our building and are working on a resolution - sounds like a bit of a major. 


'That VDSL Cat'
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  #2003448 27-Apr-2018 12:29
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sfrasernz:

 

Just an update... Chorus have diagnosed a fault between the exchange and our building and are working on a resolution - sounds like a bit of a major. 

 

 

Yep it's a very weird fault. line is going into a extremely degraded state at random times... 





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


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