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11 posts


Topic # 26803 3-Oct-2008 21:01

Hello there,
Didn't want my first post to be a big moan but here goes.

Just after some advice please if anyone has the time.
Over the past week our Xtra connection, which has been relatively fine for the past 2 years, has started disconnecting constantly. From 10 seconds to about 7 minutes at the most. This has been infuriating as both my flatmate and I rely on the internet heavily for our business. Downloads, transactions, emails, websurfing, gaming etc have all been affected badly.

We are using an old Dynalink 302g modem with a router which is fine for our needs (though will probably upgrade soon, not certain who with though). Have gone through all the standard tests as far as I can tell e.g. another spare 302g modem, no router, different filters & cables.

The Xtra/Telecom helpdesk support from Manilla has been a bit worrying. Some basic support advice has been fine though little things like promises to call back with updates were not made. 3 line tests were made apparently. Answers to questions beyond caller security info had to be made again repeatedly between different service people though I would have hoped these details would be recorded on case files. A lot of time has been needlessly taken up.

A local technician seemed to know his stuff, started tweaking & monitoring things and recorded the 418 disconnections in the last 2 days & that's the best it's been over the week. He recommended an engineer today. After leaving my cellphone number with Manilla I came home to find a phone message that the engineer had visited & no one was home. Unimpressed. Shall meet them tomorrow.

If anyone can offer possible ideas for what may be causing this to go over with the engineer?
Xtra email disruptions a while ago seriously affected my flatmates business with no warning. It's getting very insulting to be treated this way. What is the best way to approach Telecom/Xtra to ensure our time and money is not disregarded like this?

I thought it may be a hacker, a DoS attack but that seems a bit farfetched with a bit of research. Perhaps it is the ADSL2+ upgrade, someone somehow disrupting lines in our apartment building? Could it be the Caller id service we had purchased from Telecom recently?

Kind Regards & Thanks for any helpful suggestions

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  Reply # 168931 4-Oct-2008 01:17
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This is my experience/opinion of the process (not gauranteed to be 100% accurate)

Faults can and will happen that's life. 

The appropriate action is to ring your ISP and get them to lodge a fault with telecom (or chorus now I guess) as you have done.  It's a shame you had to jump through outsourced hoops and scripted helpdesk responses to get this to happen but not totally unexpected.  Reboot router really does fix something like 95% of helpdesk calls most ISP's get.

Your ISP should be able to see ppp session logs for your connection and would generally know there are a large number of disconnections outsourced helpdesk might not have access to that info lol.  Helpdesk will usually run you through some generic scripts which will possibly catch basic configuration or hardware (at your end) issues.

Technician's were outsourced to a 3rd party company, used to be Downer connect not sure who it is now with the whole telecom wholesale network becoming Chorus (or whatever).  Visits can be a bit hit and miss usually you give them (Chorus/Telecom) some dates and times and a technician turn up in one of those dates/times.  You could get a good one who cares about his job and who will ring to ensure you're home other times you may get a dud who doesn't seem to give a hoot.

Basically information has to go from the outsourced helpdesk to you ISP to telecom/chorus to the technician company to the technician you can see how this can easily turn out crap.

The technician would normally check the port at the exchange (perhaps try resetting your port) and/or check your line from the street to you house without you home.  To rule out internal wiring/jackpoints/filters/dsl modem they need access to inside.

Regarding your friend, email and his business.  You can not and should not rely on a residential consumer internet for business purposes.  Residential ADSL is a best effort service there are no service level agreements gauranting uptime or performance.

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  Reply # 169046 4-Oct-2008 21:00

Aye, thanks for the reply Ragnor. Some good points I'll take on board there.

It's so frustrating that it's hard to keep rational about it though we had a great tech guy today. I'm sure it will all get worked out eventually.

cheers mate


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  Reply # 169200 5-Oct-2008 22:26
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First thing I'd do is ditch the 302G (D-Link not Dynalink). I've got one here gathering dust on a shelf that cannot stay connected to save itself.  The 302G doesn't automatically reconnect as most newer ones do, either.  I know of other 302's that are OK, as yours has been for a couple of years, so maybe they just go out of spec. Modern modem/routers are not expensive so give it some thought.

Good luck and let's know how you go.

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Reply # 172760 22-Oct-2008 13:07

ahh! Howdy chaps thanks for the feedback. Yes it was the modem alright. Think I sat through, went through every test they could run.

The Dynalink 302g modem was found to have an issue with interleaving apparently. If you're stuck with one get your isp to turn interleaving off for your connection. Think that's right!?, well do the opposite of what you have currently.

God, what a relief. Have the new Thomson wireless now, which is a lot better.

Some of the helpdesk support wasn't too good, especially from the Phillipines. Talked to so many. Some blatantly lied! Frown

Big up the following stand out operators though:
technician Phillip
engineer Dave
helpdesk dude Ranil

Cheers Smile
(a repeat post, but hey, the same sentiment)

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  Reply # 172762 22-Oct-2008 13:18
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Good to see you got it sorted, and thanks for coming back and letting people know of your solution!

Its also good to know that there are helpful people out there amongst the lemons Wink

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  Reply # 173357 24-Oct-2008 14:40
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Glad you're sorted.

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