Frequent disconnects and low internet speeds across all devices

Forums › Spark New Zealand (including Skinny and BigPipe) › Frequent disconnects and low internet speeds across all devices

Zefty

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#237941 25-Jun-2018 21:39

Hi guys, for the past few weeks i've been experiencing frequent internet disconnects and low speeds (very frustrating). I've only managed to fix it for a couple of days by resetting the modem, but now these issues came back. I was wondering if it could be my modem acting up, because the line status seems a bit weird to me. Could someone help me understand what these numbers all mean? All i know is that Upstream line attenuation should be low and Upstream noise safety coefficient should be high.

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#2043822 25-Jun-2018 21:44

Your line and connection is seriously messed up.

Do you have a master filter installed? If not how is your house wiring? If you don't have a master filter you really need to eliminate that first because something is seriously wrong and statistically speaking that is the most likely cause.

Linux

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#2043823 25-Jun-2018 21:45

@sbiddle funny you should ask about master filter

https://www.geekzone.co.nz/forums.asp?ForumId=39&TopicId=216600

@Zefty so was a master filter / splitter installed as advised about just over 1 year ago?

John

Talkiet

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#2043824 25-Jun-2018 21:46

You should get in touch with the helpdesk. That's a shocking DS attainable and attenuation... Statistically most issues are in the home wiring... Try unplugging everything else form the phone lines and moving the VDSL to the master jack (or confirm it's in the DSL jackpoint if you have a master splitter)

Phone the helpdesk, you have a physical layer issue that needs to be fixed. (If you have a spare VDSL modem it would be worth seeing if you have the same issue on that as well)

Cheers - N

Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Linux

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#2043827 25-Jun-2018 21:51

Get the house wiring sorted it is not expensive at all

John

Zefty

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#2043832 25-Jun-2018 22:00

Hi Guys, thanks for all the replies. My internet was fine until recently, so installing a master filter will likely fix that even though it was fine before without it?

Linux

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#2043837 25-Jun-2018 22:12

Zefty:

Hi Guys, thanks for all the replies. My internet was fine until recently, so installing a master filter will likely fix that even though it was fine before without it?

Lot of water about at the moment cause of all the rain and that can impact the lines but getting the house wiring sorted as advised before is the best idea

Have you seen the 100's of threads on Geekzone about house wiring causing issues that impact xDSL? When we see these threads I bet many Geekzone users think here we go repeating everything again over

https://www.geekzone.co.nz/sbiddle/8357

John

hio77

'That VDSL Cat'
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#2043842 25-Jun-2018 22:43

Have you tried logging a fault? this should be your first point of contact.

Based on your upstream rates, i'd suspect your downstream attenuation isn't normally that high.

Don't pay attention to upstream, it gets all messy with VDSL.

Faults can arise for many reasons, having a master filter simply cuts out the possibility of it being internal for the most part (still possible but your only really talking 3 failure points rather than 20+

The fact that reboots fix this for a short term, makes me suspect a wet joint. Modem is slowly resyncing down to try to stabilize (Stability includes things like error rates that you may not physically notice).

If you have no joy with the helpdesk, flick me your case number and i'll have a look from there.

Oh also, be careful of what you read online. the idea of a high snr is a good thing is kinda flawed. It's based on historical products not as fast as you can go with lower target margins.

being at 6dB isn't actually a bad thing.

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richms

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#2043844 25-Jun-2018 22:47

Its been raining, choruses copper network is a sieve which they are neglecting.

Log a fault, it will be somewhere that something has leaked. The tech that did mine last said that around my way its all way obsolete cable that gets a crack and then it wicks along the insulation ruining it for many meters, and the longer you delay logging the fault the more it will dry out on its own and possibly become a no fault found problem if its working the day they come out.

Richard rich.ms

Zefty

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#2043846 25-Jun-2018 23:10

What does "log a fault" mean? Haha im kinda noob with this terminology. When i get time this week ill make a call to spark and see whats up. Ultimately, ill probably install a master filter, and would you recommend me to call up spark to do this installation, or are there other third parties that could do it better and cheaper.

freitasm

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#2043852 25-Jun-2018 23:36

As mentioned, the sooner you call Spark and register this as a fault (log a fault) the better.

Master filter is for you to arrange. I haven't seen mention of where you are located but try contacting @coffeebaron

These links are referral codes

richms

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#2044480 26-Jun-2018 23:35

You call your ISP and tell them that it is faulty and not working properly, that you are notifying them that its not working and what troubleshooting you have already done. They will not start doing anything until you call, and since its now not raining its probably half way to dried out.

Richard rich.ms

Kiwifruta

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#2044505 27-Jun-2018 03:55

If fibre is available, you can upgrade to it and avoid the master splitter and fixing the wiring issues altogether.

Zefty

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#2044683 27-Jun-2018 12:07

Hi guys, i made a call to spark. Don't know what they did but now it appears to be fine. They said there were no issues and such s but it seemed to have fixed? Its like if I call them then it magically gets fixed.

Linux

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#2044700 27-Jun-2018 12:15

I very much suspect you still have a house wiring issue somewhere that should be investigated and a dedicated xDSL jack point put in as next time it happens you will be starting another thread

John

hio77

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#2044701 27-Jun-2018 12:20

Interesting. So your saying nothing at all was done. Not a replug of the modem.

Its possible the agent may have had a remote change at chrous's end done.

Dm me details and I'll let you know what changed (or if it looks unresolved - eg. Likely Due to return

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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.

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