VDSL outage unresolved for a week. Very frustrating.

Forums › Spark New Zealand › VDSL outage unresolved for a week. Very frustrating.

josephhinvest

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Topic # 242329 22-Oct-2018 14:52

Is there anyone from Spark on here that may be able to assist me please?

I’ve been talking to Spark mainly via Twitter DM, which is working ok, except every other reply is from a different person, I keep going round in circles.

My VDSL has been down since Tuesday last week. The modem will connect and very shortly afterwards disconnect. This happens continuously.

The Chorus Tech has been (two techs on different days) and thoroughly checked everything on my side of the ETP, replaced the master splitter, checked with his modem and nothing has helped.
On the second visit he disconnected the house from the ETP and connected his modem directly to the line coming from the telephone pole and he gets the same issue.
So I’m very confident the issue is not my equipment. They have reset the port and fiddled with equipment at the exchange to no avail.

A complicating factor (to them, at least) is that my VDSL is very borderline. I upgraded from ADSL two years ago for a noticeable speed increase, even though its at the very bottom end of VDSL speeds. It has worked fine for two years, connecting at about 14k, but with high attenuation stats.

I keep going back and forth with Spark, today I’m right back to “do you have a dial tone” level questions. It’s become very frustrating and I just wish my case could be delegated to a specific person to see it through to resolution.

Any ideas?

Thanks,
Joseph

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Reply # 2112211 22-Oct-2018 14:53

Frustratingly I also only have marginal 3G service at my address so have to keep walking to one specific part of the house to check from new messages. Head explodes emoji.

snnet

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Reply # 2112215 22-Oct-2018 15:00

If you want it handled by one person try dealing via another form of communication like live chat, phone, or email...

josephhinvest

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Reply # 2112220 22-Oct-2018 15:05

snnet:
If you want it handled by one person try dealing via another form of communication like live chat, phone, or email...

On Tuesday I waited on hold for 90 mins, estimated time was 15 mins.
I have tried the Chaf several times and always become disconnected. Marginal 3G as I mentioned.

Would use email if you can suggest an address I can try?

Cheers

Talkiet

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Reply # 2112234 22-Oct-2018 16:05

Sorry I'm not in the frontline so don't have access to call records etc, but if you're getting 14M on VDSL you're almost certainly going to have more reliable service on ADSL. At that sort of (regular) connection speeds it's just fighting too hard. Other people on the same bundle changing their services, aging copper etc could all contribute to it going from reliable and slow to unreliable over time and I'm afraid at that sort of distance it's not going to be considered a fault unless it impacts other services.

You could try asking for a change to ADSL and see if that improves things.

Cheers - N

RunningMan

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Reply # 2112235 22-Oct-2018 16:13

Rumour has it @hio77 knows a little about Spark VDSL connections ;-)

snnet

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Reply # 2112250 22-Oct-2018 16:30

josephhinvest:
snnet:

If you want it handled by one person try dealing via another form of communication like live chat, phone, or email...

On Tuesday I waited on hold for 90 mins, estimated time was 15 mins.
I have tried the Chaf several times and always become disconnected. Marginal 3G as I mentioned.

Would use email if you can suggest an address I can try?

Cheers

You can try online_faults@spark.co.nz - I don't see it listed on their web site anymore but I've used this method before a few times

I'm assuming you're dialling 120 for faults?

josephhinvest

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Reply # 2112253 22-Oct-2018 16:39

Talkiet:
Sorry I'm not in the frontline so don't have access to call records etc, but if you're getting 14M on VDSL you're almost certainly going to have more reliable service on ADSL. At that sort of (regular) connection speeds it's just fighting too hard. Other people on the same bundle changing their services, aging copper etc could all contribute to it going from reliable and slow to unreliable over time and I'm afraid at that sort of distance it's not going to be considered a fault unless it impacts other services.

You could try asking for a change to ADSL and see if that improves things.

Cheers - N

Thanks for this. Until now it’s been rock solid, there’s been no unreliablilty.
However, point taken regarding some other factor changing that may have impacted my connection.
Waiting to hear back one more time and then will likely say just change me back to adsl.

Cheers!

hio77

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Reply # 2112288 22-Oct-2018 16:53

3 people support this post

Dm me details and ill have a look.

Im not a fan of the distance argument. While there is validity to it. When a line goes from fine to failing 9/10 its actually a fault that's also present on adsl2.

Given you have had two techs I'd be interested in their notes.

I suspect vdsl took you from 12 mbit to 14?

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josephhinvest

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Reply # 2112294 22-Oct-2018 17:15

hio77: Dm me details and ill have a look.

Im not a fan of the distance argument. While there is validity to it. When a line goes from fine to failing 9/10 its actually a fault that's also present on adsl2.

Given you have had two techs I'd be interested in their notes.

I suspect vdsl took you from 12 mbit to 14?

Thanks so much
Yes I fear that I will ask to go back to ADSL and the same fault will keep occurring!

Cheers,
Joseph

josephhinvest

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Reply # 2112384 22-Oct-2018 18:35

About to blow my top. Received a reply via Twitter DM, advising that since it’s been previously working and now is not, they want to escalate to Chorus. Again. FFS.

hio77

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Reply # 2112387 22-Oct-2018 18:40

josephhinvest: About to blow my top. Received a reply via Twitter DM, advising that since it’s been previously working and now is not, they want to escalate to Chorus. Again. FFS.

Personally I'd potentially say the same.

I Don't know all the details yet though, gotta do some cross referencing to pull up remotely :)
Will reach out to the social folk to loop back and look at having a unified look regardless.
May be something obvious under the covers that can be ran with.

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gehenna

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Reply # 2112432 22-Oct-2018 20:13

josephhinvest: About to blow my top. Received a reply via Twitter DM, advising that since it’s been previously working and now is not, they want to escalate to Chorus. Again. FFS.

Had this sort of experience a few times. At least if it gets to a Chorus tech you're a step closer to a fix or a diagnosis. I had several corrosion issues at a junction box over the street to my house. Chorus attended each time but only after a week of crappy ISP support (Orcon at the time). You're going to want Chorus on this by the sounds...so this is a positive step.

josephhinvest

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Reply # 2112449 22-Oct-2018 20:24

gehenna:
josephhinvest: About to blow my top. Received a reply via Twitter DM, advising that since it’s been previously working and now is not, they want to escalate to Chorus. Again. FFS.

Had this sort of experience a few times. At least if it gets to a Chorus tech you're a step closer to a fix or a diagnosis. I had several corrosion issues at a junction box over the street to my house. Chorus attended each time but only after a week of crappy ISP support (Orcon at the time). You're going to want Chorus on this by the sounds...so this is a positive step.

I agree, but Chorus has already been here twice last week so I’m not sure what they will achieve.

hio77

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Reply # 2112456 22-Oct-2018 20:30

josephhinvest:
gehenna:
josephhinvest: About to blow my top. Received a reply via Twitter DM, advising that since it’s been previously working and now is not, they want to escalate to Chorus. Again. FFS.

Had this sort of experience a few times. At least if it gets to a Chorus tech you're a step closer to a fix or a diagnosis. I had several corrosion issues at a junction box over the street to my house. Chorus attended each time but only after a week of crappy ISP support (Orcon at the time). You're going to want Chorus on this by the sounds...so this is a positive step.

I agree, but Chorus has already been here twice last week so I’m not sure what they will achieve.

Often it comes down to raising it as a repeat or esclating fault etc so it gets more of a look over than a single tech.
Very well could be that there is an OP fault that is being missed, avoided or whatever.

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dan

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Reply # 2112572 23-Oct-2018 08:21

josephhinvest:

I agree, but Chorus has already been here twice last week so I’m not sure what they will achieve.

since you have already ruled out the modem and internal wiring, then Chorus is the only option to get a fault like this fixed, not sure why you wouldn't want them to come back, its literally your only

chance on getting it fixed. you essentially want them to come out as much as possible as soon as possible until the fault is fixed.

my record in the last 5 years or so is 5 visits from Chorus to fix a single dsl fault before the actual fault was found

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