Very frequent short VDSL disconnects for last 2 months.

Forums › Spark New Zealand (including Skinny and BigPipe) › Very frequent short VDSL disconnects for last 2 months.

SDossett

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#233866 7-May-2018 14:39

For the last 2 months there has been frequent short disconnects using spark VDSL.

When a disconnect occurs the DSL and Internet lights on my router will go out and within 15 - 30 seconds a reconnection will occur. The short duration of the disconnects means that video through youtube or netflix is often fairly unaffected due to buffering but any attempt at online gaming is a frustrating experience.

This is occuring about 10 times a day. When I recently spoke with a Spark Customer Service Rep he informed me that there had been 140 recorded disconnects in the previous 2 weeks as seen on their end.

I am running a Huawei HG630b. I have tried using an older spare HG630b and the issues were the same. I followed the guide to update the HG630B firmware to revision 23 and the issues remained the same.

I have spoken with spark about 5 times about this and haven't made any progress. They have suggested sending out a chorus technician but I am concerned about the no fault fee.

The main reason for my concern that the issue will not be one on site is that a friend of mine suffered from a similar fault at the same time and fixed it by changing from Spark to another service provider. They live near the top of the North Island and I live in the center of the South Island.

I am currently still under contract with Spark and this is the main reason I haven't also jumped ship.

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#2009265 7-May-2018 14:44

House wiring fault see the 200+ other threads on this very topic

Get in an expert like @coffeebaron to install a VDSL master filter

John

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#2009267 7-May-2018 14:46

Here is a thread to review

https://www.geekzone.co.nz/forums.asp?forumid=49&topicid=105744

John

michaelmurfy

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#2009268 7-May-2018 14:47

Please refer to the other threads on here - there are heaps, a quick Google search would have bought them up also:

https://www.geekzone.co.nz/forums.asp?forumid=39&topicid=210218

https://www.geekzone.co.nz/forums.asp?forumid=39&topicid=210445

https://www.geekzone.co.nz/forums.asp?forumid=40&topicid=204492

The problem isn't with Spark - it is your line. @hio77 should be able to help but you need to provide more information from your router in order for us to assist.

SDossett

6 posts

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#2009280 7-May-2018 15:03

Thanks for the prompt responses.

I had done some quick searches but clearly my googlefu was lacking.

I will read the linked threads.

michaelmurfy

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#2009281 7-May-2018 15:04

Feel free to post more information here if you're needing help but start on those threads as it'll list one of the most common problems.

SDossett

6 posts

Wannabe Geek

#2009304 7-May-2018 15:40

Hi.

Thanks for the threads linked I feel like I am learning a bunch.

I was reviewing the threads and can see the suggestion to install a VDSL master splitter.

I dont actually know what a VDSL master splitter is or does but I believe I may already have one of these installed.

If someone could confirm whether the attached photo reflects a VDSL master splitter has already been installed.

Cheers

Jase2985

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#2009310 7-May-2018 15:45

that is indeed one

xpd

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#2009314 7-May-2018 15:48

I dont know much about telco gear these days, but wouldnt a filter board do the same as a xDSL filter ? Therefore running via two filters.... would that cause issues the OP is getting ?

XPD^ / DemiseNZ

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RunningMan

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#2009316 7-May-2018 15:51

Good spotting @xpd.

HowickDota

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#2009318 7-May-2018 15:59

I had a similar issue which we tried to resolve with the ISP sending out a new modem and checking our internal wiring which was all fine, the issue was found by the chorus technician and was a loose/bad connection at the roadside.

SDossett

6 posts

Wannabe Geek

#2009319 7-May-2018 15:59

Thanks again for all the prompt responses.

I was expecting to wait days instead of minutes before there was any discussion.

I am not 100% sure why there are 2 filters.

The property was purchased roughly a year ago and a chorus technician had to come in at that time and do some adjustments to the wiring to the internet to work at all.

After the technician had made his changes the line stayed very good for about a year before the disconnect issue started.

I have attached a screenshot with some of the stats from my router in case it helps someone who better understands all the figures.

hio77

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#2009322 7-May-2018 16:10

Have you been in-contact with the helpdesk to look at this?

i can give it a skim and advise, but my free time is very limited right now sadly; actually i should probably get around to lunch?...

Error rates don't look too bad, snr has pulled back to account for the disconnections by the looks of it.

also as above, double filters can cause issues.

Did a site visit awhile back, where there was a double filter on the Eftpos service... It' kept killing their broadband service and causing slow connect rates.

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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.

RunningMan

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#2009325 7-May-2018 16:11

SDossett: [snip] The main reason for my concern that the issue will not be one on site is that a friend of mine suffered from a similar fault at the same time and fixed it by changing from Spark to another service provider.

These sorts of issues are almost exclusively physical wiring issues (be it your property, or a Chorus line). Changing providers doesn't resolve these issues normally. Spark are also generally very responsive to helping resolve these sorts of problems. Particularly good people like @hio77!

EDIT: @hio77 beat me to it!

SDossett

6 posts

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#2009326 7-May-2018 16:13

I have spoken to the helpdesk 4 to 5 times.

The most recent time I contacted them the customer service rep remoted into the router to have a look at it and he stated he made some changes but the issues returned almost immediately.

RunningMan

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#2009342 7-May-2018 16:14

Doesn't look like the top filter is connected, so that shouldn't be the issue.

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