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Topic # 28506 2-Dec-2008 15:06
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For the last few months I have been getting frequent broadband disconnetions on my line. I've rang up the call centre dozens of times, and all they have done is changed the profile my line was set on at the exchange which has only increased my ping. My ping has increased from an average of 50ms to the Speedtest.net server here in Christchurch to roughly 80ms, ping to the Speedtest.net server in Sydney ahs increased from an average of 70ms to 180ms, and ping to the server in Brisbane has increased from 140ms to an average of 210ms!
Telecom seems to come up with a different excuse each time I ring their call centre, first they said my modem was causing the disconnection issues and that I should buy a new one, so I spent $128 on a new one, but I was still getting disconnections. Last week when I rang the call centre they said it was the profile that my phoneline was set on at the exchange and that they had changed me over to a new one. I'm still getting frequent disconnections, but now my ping has increased which sucks because I do alot of online gaming.

Is/has anyone having/had these issues with Telecom? I really don't know where else to go with them now as they just keep making up excuses when I ring them up.

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  Reply # 181589 2-Dec-2008 15:29
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Please post sync speeds, attenuation figiures and noise margins. Estimated distance from exchange would also be helpful. What model ADSL modem are you using and what was the original modem.




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  Reply # 181592 2-Dec-2008 15:45
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I'm not sure how to find my sync speeds, but my attenuation figures are 44dB for downstream and 28dB for upstream. I'm not sure where to find noise margins, but if it's SNR margin, then the figures are 14dB for downstream and 7dB for upstream.
I'm about 3km away from the exchange and I'm currently using a D-Link DSL G604T wireless modem/router and I was previously using a D-Link DSL 502T.

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  Reply # 181603 2-Dec-2008 16:11
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Have you got filters on all your other pieces of equipment that use the phone line (house phone, house alarm, sky box etc)?    If so, have you tried leaving them totally unplugged to see if any of the filters are faulty?

 Have you tried moving your modem to another jack point to see if it improves?

 (the call centre should have been through all the above stuff with you before telling you to buy a new modem)

  How frequently is frequently? Once a week?  Once a day?  Every 30 minutes?


When did you get the wirless Dlink from Telecom? They haven’t been available since about July IIRC

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  Reply # 181627 2-Dec-2008 17:56
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Interleaving adds 50-70ms of latency within NZ.Changing the port profile from a FS/FS-I to FS/FS has been known to result in increased PPP dropouts (disconnections), this basically has a lot to do with the copper line and its condition, keeping in mind that the copper network was only ever designed to carry voice traffic, not high speed data.

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  Reply # 181637 2-Dec-2008 18:36
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Stryfe: Interleaving adds 50-70ms of latency within NZ..


You mean about 30ms tops?




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  Reply # 181645 2-Dec-2008 18:53
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ATM pings from an ASAM go from a nominal 5-10ms without interleaving, to 50-70ms with interleaving (of course these are not hard fast numbers, just observations with a small allowance to be able to err on the side of caution) .

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  Reply # 181662 2-Dec-2008 20:41
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Have a read of this guide. Then, if you're still having issues after the isolation test email ADSL_Helpdesk@telecom.co.nz with your phone/account number and description of the issue mentioning you've done and isolation test. They're able to run tests on the line itself, as well as organise a tech to attend site should it be a line issue.




Please note: Any posts, comments, or contributions in this forum are posted by me as an individual acting in my own right and do not necessarily reflect the views of any company I work for, clients I've consulted for or anyone else.

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