upgraded Unplan Entertainment Fibre 100 to 200 and no change

Forums › Spark New Zealand (including Skinny and BigPipe) › upgraded Unplan Entertainment Fibre 100 to 200 and no change

nickles

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#268167 3-Mar-2020 09:07

Hi,

I recently upgraded our home internet from 100mbps to 200mbps (got email a couple of days ago), received the new modem (spark smart something), plugged in, received confirmation that the upgrade had completed etc etc.

Switched off the box on the wall and the new spark modem yet still getting speed tests that add up to 100mbps across multiple LAN ports and/or wireless.

Lan adapters are 1000baseT full duplex on the Mac, and gig ethernet on the windows laptop. When i run speedtests from work internet on the same mac on ethernet or wireless its 600mbps etc.

When I connect a couple of devices and run two speed tests around the same time, download speed is 90+10, 80+20 = 100 etc. across both devices.

Contacted support they checked the line speed to the box on the wall apparently and confirmed its provisioned correctly. Asked for a bitrate test and a number, the chat guy said he could only check if it was 200mbps or not.

All cables are the new cables supplied with the new modem, dont know if they're cat6 or not.

On my myspark page I see this, note that the START DATE of the plan has not been changed, I would have thought this would be updated to the new plan start date? its been a few working days now :

Plan name

Unplan Entertainment Fibre 200 12 months

Start date: 25/06/2019

Not sure what else I can do apart from wait a few days, turn everything on and off again, try with some different cables from work?

Chat box guy from spark suggested factory resetting the modem.

I could try plugging the old huwaei 58-something in?

thanks for your help in advance

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#2431612 3-Mar-2020 10:24

What color is the LAN light on the ONT?

hio77

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#2431655 3-Mar-2020 10:31

Have you tried contacting the support team?

Can you DM me your account number and i'll have a quick look. Sounds possible it might be a bad cable between the ONT and the modem.

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nztim

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#2431663 3-Mar-2020 10:43

I had this with a customer of ours, new Type 300 ONT is supplied with a flat untwisted pair cable, changed that and problem went away

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hio77

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#2431666 3-Mar-2020 10:47

nztim:

I had this with a customer of ours, new Type 300 ONT is supplied with a flat untwisted pair cable, changed that and problem went away

i recently moved into a new place, the previous owner was nice enough to leave the power supply and ethernet cable!

They got the last laugh though... there was one of those damnd yellow 2 pair cables!

i swear the provider that sent those out had lost their minds at the time...

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nickles

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#2431673 3-Mar-2020 10:59

thanks for the replies guys! yeah at least one of the cables is one of the yellow ones, have an assortment of cat6 that i'll take home and check tonight.

Will also check the colour of the LAN light on the fibre box thing

Was going thru tests with the live chat guy last night, not sure if that's support or not, he said a technician would phone me to followup

DM'ed the spark person my account number (hard to find, the line number is KING on the myspark page!)

nztim

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#2431680 3-Mar-2020 11:04

hio77:

nztim:

I had this with a customer of ours, new Type 300 ONT is supplied with a flat untwisted pair cable, changed that and problem went away

i recently moved into a new place, the previous owner was nice enough to leave the power supply and ethernet cable!

They got the last laugh though... there was one of those damnd yellow 2 pair cables!

i swear the provider that sent those out had lost their minds at the time...

or people run voice down pins 4&5 and 7&8 there is 100mbps limitation right there, in fact a 2 pair cable is only actually rated for 10mbps even though you cant get 100 down it

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hio77

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#2431711 3-Mar-2020 12:23

nztim:

or people run voice down pins 4&5 and 7&8 there is 100mbps limitation right there, in fact a 2 pair cable is only actually rated for 10mbps even though you cant get 100 down it

Yep...

Anyway in OP's case sure enough AUTO-100 so quick cable swap and should be good to go (also means the 100mbit wasnt preforming as well as it could have been)

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nitro

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#2431718 3-Mar-2020 12:27

nztim:

I had this with a customer of ours, new Type 300 ONT is supplied with a flat untwisted pair cable, changed that and problem went away

yes, i thought it was strange to ship such a cable with a device rated up to 1000 Mbps.

nztim

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#2431801 3-Mar-2020 13:44

hio77:

Anyway in OP's case sure enough AUTO-100 so quick cable swap and should be good to go (also means the 100mbit wasnt preforming as well as it could have been)

Nice easy fix

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nztim

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#2431803 3-Mar-2020 13:48

nitro:

nztim:

I had this with a customer of ours, new Type 300 ONT is supplied with a flat untwisted pair cable, changed that and problem went away

yes, i thought it was strange to ship such a cable with a device rated up to 1000 Mbps.

And its a hard fault to diagnose, because when you run a check on the ONT everything comes back fine, dumbfounded a non twisted pair cable was provided

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#2431809 3-Mar-2020 13:56

nztim:
And its a hard fault to diagnose, because when you run a check on the ONT everything comes back fine, dumbfounded a non twisted pair cable was provided

To be fair api does tell you.

Not that apis are very useful without pretty interfaces.

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nickles

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#2432268 4-Mar-2020 10:37

All sorted with a new cat6 cable from work, need to get a longer one tho, but that's on me.

Thanks heaps for your help guys, much appreciated. Nice south african dude from Spark called me back yesterday to check if all was well, good support followup - let him know that spark guys on geekzone were super helpful and to pass that back up the spark chain please.

Would be nice if the cable supplied when the fibre was put in was specced properly! :)

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#2432342 4-Mar-2020 12:05

I shouldn't' hijack this thread (but I will). My Spark Fibre max connection has never exceeded 500Mbps downstream. Uploading has always been slightly faster. Its' been rock solid and consistent since last year, plenty fast enough, is this the fastest I will ever see?

Editing to refer to OPs solution, could a cabling issue cause this? I'm pretty sure that getting 500/500 means my cabling is all gigabit and set up well? Maybe not?

Cheers,
Joseph

hio77

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#2432407 4-Mar-2020 13:26

Can you try against the spark nz Christchurch server? (not the spark new Zealand one)

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toejam316

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#2432412 4-Mar-2020 13:36

Are you using onboard ethernet or a dongle? I've seen some dongles that seem to choke out around those speeds.

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