Was there an unannounced fibre plan change?

Forums › Spark New Zealand (including Skinny and BigPipe) › Was there an unannounced fibre plan change?

LesF

176 posts

Master Geek

#289918 8-Oct-2021 19:47

We were on Fibre Max, which supposedly runs at up to 900Mbps, but we averaged around 600Mbps.

Suddenly today I'm getting below 90Mbps, and I don't know why.

On the Spark web site it shows my plan is now on Fibre 100 (up to 100Mbps), but on the Android app it says I'm on Fibre Max (up to 900Mbps).

The web site has instructions to get the mobile app and run it's self check on the fibre connection. When I try that it just says "Something went wrong. Please try again later".

What is going on and why would my plan suddenly change?

coffeebaron

6231 posts

Uber Geek

Trusted

Lifetime subscriber

#2791969 8-Oct-2021 19:57

Check Ethernet cable between ONT and router.

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
Wi-Fi and networking
Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

LesF

176 posts

Master Geek

#2791975 8-Oct-2021 20:12

Nope, the advice on support chat was to turn the modem off for 5 minutes.

It's now running at the full 900Mbps.

Don't know why the web site seems to display a different plan than I'm on, must be getting too old to read a modern web page.

Anyways, all good now.

LesF

176 posts

Master Geek

#2791977 8-Oct-2021 20:14

I have to say their Android app is a bit crap. Maybe they didn't test it on a phone using dark mode.

The chat has a gray background with slightly lighter gray text. At least it makes you concentrate real close on what the support person has written.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2792042 9-Oct-2021 08:15

Sounds 100% like the cable between ont negotiated down to 100mbit.

I'd swap the cable with a good quality cat6 one. Save the chances of it happening again for a few bucks...

#include <std_disclaimer>

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

LesF

176 posts

Master Geek

#2809963 9-Nov-2021 17:48

My connection kept dropping to 90 once or twice a week, once it dropped to 9Mpbs. Not very pleasant when trying to work at home, with database connections etc.

Spark support strongly advised replacing the HG659b with a smart modem, so I have done that.

After initial setup I am getting 939Mbps down and 92 upload.

Ge0rge

2052 posts

Uber Geek

Trusted

Lifetime subscriber

#2809968 9-Nov-2021 18:25

hio77: Sounds 100% like the cable between ont negotiated down to 100mbit.

I'd swap the cable with a good quality cat6 one. Save the chances of it happening again for a few bucks...

Why would a faulty cable cause the plan details to change on the spark website?