Can spark remotely check DSL lines to identify sub-optimal performance?

Forums › Spark New Zealand (including Skinny and BigPipe) › Can spark remotely check DSL lines to identify sub-optimal performance?

surfisup1000

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#261726 12-Dec-2019 08:32

I was trying to help my mum who has pretty slow ADSL (8mbps down, no master splitter) and is semi rural. She used to get faster speeds several years ago, from memory was around 13mbps down.

Are spark able to check DSL line stats to judge whether internal house wiring might be causing issues?

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Biddle Corp

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#2372938 12-Dec-2019 08:48

Yes - any RSP can.

It may not be possible to determine an exact cause from this but looking at a bitloading graph and stats you can get a fairly good idea if internal wiring is likely to be at fault.

What speed do neighbours get if you look at the Chorus site?

RunningMan

8953 posts

Uber Geek

#2373025 12-Dec-2019 09:07

Chorus public website will tell you the downstream sync rate, lists it as the current connection speed.

surfisup1000

5288 posts

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#2373043 12-Dec-2019 09:24

sbiddle:

Yes - any RSP can.

It may not be possible to determine an exact cause from this but looking at a bitloading graph and stats you can get a fairly good idea if internal wiring is likely to be at fault.

What speed do neighbours get if you look at the Chorus site?

Thanks, didn't know you could check the actual speeds on the chorus website ... neighbours are getting 22mbps on VDSL.

Mums connection is listed as 5mbps (ADSL) on the chorus website.

I tried calling spark several days ago and they put me through to their technical team, but I couldn't understand their english and i don't think they understood me either and they kept trying to send out a new modem... but she was already sent a new modem a few months back.

I will try calling again today -- it might be best just to have the master splitter installed and upgrade to vdsl and see what happens.

wratterus

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#2373045 12-Dec-2019 09:29

surfisup1000:

I will try calling again today -- it might be best just to have the master splitter installed and upgrade to vdsl and see what happens.

Definitely the best option IMO.

surfisup1000

5288 posts

Uber Geek

#2373079 12-Dec-2019 10:07

So, thought i'd try get the master splitter installation cost via chat (spark phone support has a 2 hour+ wait time)

But, jeez, chat is a very poor experience ....

Spark Customer
hi how much to install a master splitter for a DSL connection?
this is on the auckland chorus network
09:48

xxxxx xxxxx
I'll be more than happy to check that for you. Let me pull up your account first. May I have your Account Number please.
09:50
Spark Customer
phone number is 09xxxxxxxxxxxxx
09:50

xxxxx xxxxx
Thank you.
May I have your Full Name and Date of Birth please?
09:51
Spark Customer
i just want to know the cost, i don't want to go ahead with it.
can you just give me the price?
i am asking on behalf of my mother.
09:53

xxxxx xxxxx
I see. But for the price of it I recommend you to go the store.
09:54
Spark Customer
which store?
will they know the installation cost?
09:54

xxxxx xxxxx
Coz the store is the one who handles accessories not us. Any Spark store near you.
09:55
Spark Customer
i feel you do not understand what I am asking

hio77

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#2374212 12-Dec-2019 13:10

Can you please provide me with the Chat Transaction ID you were emailed, or your account details.

Apologies for the experience.

I suspect the rep did not understand the term Master Splitter.

I'm holding off on answering your price question for now, as what I'm seeing isnt what i recall from the Chorus pricebook (Validating with the provisioning teams that nothing changed.)

#include <std_disclaimer>

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

hio77

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#2374271 12-Dec-2019 14:39

I have had the chat in question located.

Upfront, apologies for the experience with the first rep. they were confused around "master splitter" - it's not called that in our help content, so having the team look at if that should be added.

However, you were transferred then to our Faults team who correctly informed you about the $199 is correct.

As for if Spark can remotely look at your copper service, Yes we can.

However, Looking at the service itself It's quite clear there is a fault on the line if i look at the historical line characteristics.

#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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surfisup1000

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#2374344 12-Dec-2019 16:34

hio77:

I have had the chat in question located.

Upfront, apologies for the experience with the first rep. they were confused around "master splitter" - it's not called that in our help content, so having the team look at if that should be added.

However, you were transferred then to our Faults team who correctly informed you about the $199 is correct.

As for if Spark can remotely look at your copper service, Yes we can.

However, Looking at the service itself It's quite clear there is a fault on the line if i look at the historical line characteristics.

Thanks so much for checking - the fault on the line -- can you determine if the fault is with the internal house wiring or external to the house?

I spoke with someone on the phone several days and she said they could start an investigation before incurring a cost -- but, i have not heard back from her.

How do I go about getting Spark to check the line to determine the next step in resolving this (without sending out a technician)?

surfisup1000

5288 posts

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#2374372 12-Dec-2019 17:38

Spark say they can send a technican to determine if the fault is internal or external. But, if the technician finds the fault is internal, then we have to pay the technician fee of $135 plus the cost of fixing the fault plus they may say to install a master splitter too -- the total cost could be close to $500 .

Sooooo, my plan is to get the master splitter installed and if the fault is still present then it is more likely to be an external fault which chorus is responsible to repair.\

Then I'll upgrade her to vdsl for free, and that will be a rocket compared to the old faulty line.

I'm trying to keep mums cost as low as possible.

hio77

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#2374408 12-Dec-2019 19:06

surfisup1000:

Spark say they can send a technican to determine if the fault is internal or external. But, if the technician finds the fault is internal, then we have to pay the technician fee of $135 plus the cost of fixing the fault plus they may say to install a master splitter too -- the total cost could be close to $500 .

Sooooo, my plan is to get the master splitter installed and if the fault is still present then it is more likely to be an external fault which chorus is responsible to repair.\

Then I'll upgrade her to vdsl for free, and that will be a rocket compared to the old faulty line.

I'm trying to keep mums cost as low as possible.

Hi,

the assumption of 500 is incorrect. i wont discuss exact numbers on a public forum though given there is some sensitivity there.

I've had a quick test on the line, the copper itself looks OK. Extremely marginal imbalances there is all which could just be a bit of junk on a lead.

Experience says that's a typical output of dsl only faults though (i'm assuming the phoneline is perfect?)

The weekly data we have on the service leads me to lean towards a physical line fault.

The service itself has always ran at a 12db SNR, indicating it's probably not the cleanest.

I've given the modem a whack (it was running quite high which is normally a sign that there was errors and it pulled back to stay stable) and pulled it up to 12dB to see if it's bursts on the line causing drops (which would explain the copper test results)

Overall, even as someone as experienced in DSL as myself i'd say it's a coin toss if a Splitter will improve thing or if it's a external fault.

#include <std_disclaimer>

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

surfisup1000

5288 posts

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#2374975 13-Dec-2019 18:34

hio77:

Overall, even as someone as experienced in DSL as myself i'd say it's a coin toss if a Splitter will improve thing or if it's a external fault.

Thanks for checking, much appreciated. I'm cost-conscious of this because my mum is retired and I don't want this to cost her a lot to get it fixed. Spark support were unable to put an upper figure on how much this might cost. Spark said if the fault is internal she is up for a $135 tech visit fee, plus the cost of repairing the fault plus the cost of a master splitter (spark said it the cost was usually $199 but could go up to $299).

Best case is that it is an external fault and costs nothing.

The ADSL degradation may have coincided with when an electrician installed a new phone jack point into the house. Also, now ADSL seems to disconnect when she answers the phone -- I replaced the filter to see if that was the problem but didn't seem to resolve it.

After the line issue is fixed I will get her service upgraded to VDSL anyway -- from reading GZ it seems the consensus is that master splitters should generally be used when the customer is still using copper for phone --- i've tried to talk her out of the copper phone line but she has this one friend who calls her and this friend does not know how to call a cellphone due to medical issues.

BMarquis

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#2375097 14-Dec-2019 01:16

“Also, now ADSL seems to disconnect when she answers the phone -- I replaced the filter to see if that was the problem but didn't seem to resolve it.”

That sounds like the classic case of a phone or something plugged in without a filter.
Phone/Fax/medical alarm/security alarm. I’d just about put money on it.

surfisup1000

5288 posts

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#2375240 14-Dec-2019 11:25

BMarquis: “Also, now ADSL seems to disconnect when she answers the phone -- I replaced the filter to see if that was the problem but didn't seem to resolve it.”

That sounds like the classic case of a phone or something plugged in without a filter.
Phone/Fax/medical alarm/security alarm. I’d just about put money on it.

She told me there are two phone jack points in the house - one is not used, the other has the filter with the modem and phone plugged into it.

Although, it is possible there is a 3rd jackpoint I don't know about and she has neglected to tell me. I'll double-check, you could be right.

There is an alarm -- it is possible it is tapped into the phone line somewhere , I'll check that too.

hio77

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#2375243 14-Dec-2019 11:26

If a monitored alarm or previously monitored alarm is installed then a splitter is really a must..

#include <std_disclaimer>

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

surfisup1000

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#2387263 8-Jan-2020 11:29

hio77: If a monitored alarm or previously monitored alarm is installed then a splitter is really a must..

Coffeebaron has installed the master splitter for mum now -- the ADSL seems greatly improved (from 5 to 11mbps). Thoroughly recommend him, mums old house was a challenge.

Are you able to check her line quality again, see if it is looking better? If all looking good, we'll upgrade to vdsl, otherwise will log a fault with spark.

Thanks.

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