Bigpipe wont send a chorus tech. Is my problem real?

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe wont send a chorus tech. Is my problem real?

Sven99

14 posts

Geek

#274467 23-Aug-2020 16:58

Hey guys.

I'm on the VDSL bigpipe plan, north of auckland.

When we first got connected, we had about 30 Mbps down, and 8 Mbps up.

For the past month (or two) we've had a poor connection, with drastically reduced speed.

We now only get 10 Mbps down, and 0.6 Mbps up
I've run okla speed tests many times via ethernet on a modem up for ages, and also on a fresh reset with no other devices connected.

Our bigpipe supplied modem (Arcadyan VRV9517) reports max rate 10,609 kbps down and 592 kbps up. i'll attach pictures and a link to speed test.

I've sent this info to bigpipe, and sent them multiple emails, but they refuse to send out a technician as "It looks fine on our end so its a wifi issue."

Do you think they're right in this? How can I prove our speeds are now adsl rather than vdsl?

Speedtest: https://www.speedtest.net/result/9947078634

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14 posts

Geek

#2548271 23-Aug-2020 17:06

In fact, when asking them via their messaging support, they admitted they can only see me getting around 10,000 kpbs down from their side. Its unbelievable.

EDIT: unbelievable that they admit were getting drastically reduced speeds (and our upload is below their vdsl minimum), but they won't fix the issue in any way

RunningMan

8953 posts

Uber Geek

#2548276 23-Aug-2020 17:18

Sven99:

In fact, when asking them via their messaging support, they admitted they can only see me getting around 10,000 kpbs down from their side. Its unbelievable.

Not sure which bit is unbelievable? They sync rate you are seeing from the modem is consistent with what Bigpipe are reporting.

Certainly seems to be a high number of errors on the line for the uptime. What is the wiring in your premises like? Have you done any line testing other than running a speedtest? BTW, speedtest looks perfectly normal and consistent with modem sync rate.

Sven99

14 posts

Geek

#2548280 23-Aug-2020 17:25

RunningMan:

Not sure which bit is unbelievable? They sync rate you are seeing from the modem is consistent with what Bigpipe are reporting.

Certainly seems to be a high number of errors on the line for the uptime. What is the wiring in your premises like? Have you done any line testing other than running a speedtest? BTW, speedtest looks perfectly normal and consistent with modem sync rate.

Thats the problem! 10 Mbps is far too slow. We were getting 30Mbps. Obviously theres a fault there, right?

SATTV

1648 posts

Uber Geek

ID Verified

#2548285 23-Aug-2020 17:31

Do you have Naked DSL?

If so remove the modem and plug in a phone and listen to the line. Does it sound clear?

I suspect you have you have one leg dis i.e. one of the wires has disconnected, you will still get poor DSL, bad or no phone.

John

I know enough to be dangerous

ResponseMediaNZ

518 posts

Ultimate Geek

ID Verified

Trusted

#2548286 23-Aug-2020 17:32

Do you have a master jackpot installed? or running off filters?

Also best-effort service as its a copper connection. Many factors are at play here.

Don't see why they would truck roll because a customer demanded it.

surfisup1000

5288 posts

Uber Geek

#2548289 23-Aug-2020 17:34

RunningMan:

Not sure which bit is unbelievable?

I'm guessing the OP is complaining that they used to get a much higher speed and it is unbelievable to them that it has slowed down to almost unusable (based on 0.6mbps up).

This is perfectly rational thinking for most people, it worked OK before, now it doesn't , so something must be broken.

However, speed reductions occur for a ton of reasons.

Did you have any wiring changes in your house? eg, install a new phone jackpoint ? Or, did you change the location of the modem , or make changes to any phones in the house? New alarm system perhaps, or changes to an existing alarm. Maybe the alarm developed a fault.

Otherwise, it could be also be a fault.

The best way for you to sort this out (others may disagree), is to ensure you have a master DSL filter installed at your house, which splits the phone signals from the internet signals at the point the phone line enters your home.

You might already have one, but, you need to find that out.

Once you have a master splitter installed, if the speed is still bad then you have a stronger case to argue that there is an external fault and for your lines company to check it out. But, if there is no fault, they might charge you but talk to your ISP about this.

Sven99

14 posts

Geek

#2548290 23-Aug-2020 17:34

SATTV:

Do you have Naked DSL?

If so remove the modem and plug in a phone and listen to the line. Does it sound clear?

I suspect you have you have one leg dis i.e. one of the wires has disconnected, you will still get poor DSL, bad or no phone.

John

Naked. Unfortunately I don't have a landline phone to test - Havent used one in years. I might attempt the wiring myself as bigpipe wont send out a tech. Can you suggest a good link to what it should like ? Thanks

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surfisup1000

5288 posts

Uber Geek

#2548303 23-Aug-2020 17:50

Sven99:

SATTV:

Do you have Naked DSL?

If so remove the modem and plug in a phone and listen to the line. Does it sound clear?

I suspect you have you have one leg dis i.e. one of the wires has disconnected, you will still get poor DSL, bad or no phone.

John

Naked. Unfortunately I don't have a landline phone to test - Havent used one in years. I might attempt the wiring myself as bigpipe wont send out a tech. Can you suggest a good link to what it should like ? Thanks

Even with Naked DSL , the phone wiring inside your home can cause signal degradation. Could be a mouse or bug chewed on an internal phone wire, for example.

Naked DSL is the easiest though. You don't even need a master filter.

SATTV

1648 posts

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ID Verified

#2548346 23-Aug-2020 17:52

Sven99:

SATTV:

Do you have Naked DSL?

If so remove the modem and plug in a phone and listen to the line. Does it sound clear?

I suspect you have you have one leg dis i.e. one of the wires has disconnected, you will still get poor DSL, bad or no phone.

John

Naked. Unfortunately I don't have a landline phone to test - Havent used one in years. I might attempt the wiring myself as bigpipe wont send out a tech. Can you suggest a good link to what it should like ? Thanks

@coffeebaron you might like to offer your services here :-)

I know enough to be dangerous

Sven99

14 posts

Geek

#2548352 23-Aug-2020 18:08

SATTV:

@coffeebaron you might like to offer your services here :-)

The reduced speed has only occured since a chorus tech came out months earlier to fix an issue where we had no internet at all. Its very possible it is wired up wrong.

heres a picture. White and red are connected to the middle terminals on either side.

black, blue, orange, green are disconnected

RunningMan

8953 posts

Uber Geek

#2548357 23-Aug-2020 18:24

What is the rest of the wiring like not just the jackpoint?

RunningMan

8953 posts

Uber Geek

#2548360 23-Aug-2020 18:32

Oh, and how far north of Auckland. Given the lockdown across that area, it might be that no techs are going out for these sorts of faults (given the connection is working, just not as well as it used to).

Sven99

14 posts

Geek

#2548369 23-Aug-2020 18:54

RunningMan:
What is the rest of the wiring like not just the jackpoint?

What am I checking/ How can I check this? I'm not a network tech, but ready to give it a go.

robjg63

4096 posts

Uber Geek

Subscriber

#2548372 23-Aug-2020 19:02

Sven99:
RunningMan:

What is the rest of the wiring like not just the jackpoint?

What am I checking/ How can I check this? I'm not a network tech, but ready to give it a go.

How many phone jackpoints are there in the house?

If more than one, can you work out which is the closest to where the wires come into the house?

Trying to eliminate other wiring in the house mucking things up - extra jackpoints can cause issues sometimes.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

Sven99

14 posts

Geek

#2548374 23-Aug-2020 19:10

robjg63:
How many phone jackpoints are there in the house?

If more than one, can you work out which is the closest to where the wires come into the house?

Trying to eliminate other wiring in the house mucking things up - extra jackpoints can cause issues sometimes.

Hi mate.

Cheers for the reply.

There's only two jacks in the house. The other one doesn't work at all. I had a look and all the wires are disconnected. So I assume the one I'm using is the main jack.

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