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122 posts

Master Geek
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# 38466 29-Jul-2009 20:12
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Its been nearly two months of frustration so I finally decided to bite the bullet and ring the Telecom helpdesk in Manilla/Jakarta/somewhere not touristy. Boy did I get exactly what I expected.

Background:

I upgraded my broadband plan at the start of June. We had the Explorer plan and moved to Adventure.

I noticed a performance degradation pretty much instantly and decided that it may have been something to do with an upgrade midmonth so decided to ride it out till the end of the period (Mid June) and see how June-July went.

Basically my connection had 'slowed' and downloads were taking longer. Mail download off Telecom servers would time out and accessing things on Facebook (my non tech wife confirmed) would take a lot longer.
Looking for a solution/source of problem, I changed modem, nothing. Disconnected the other lines including filters, nothing. Checked that my modem was not braodcasting, nothing. I checked all the usual troubleshooting things. Nothing had improved in the next period. Effectively I changed plans from Explorer (which performed very very well and I was very happy) to Adventure with exactly the same equipment that I have had for the last year on that Explorer plan which I now regret.

So over the last week I decided to run a ping test -t to a few sites, some local, some overseas. google.co.nz was included as its a reliable service. Figured I'd get a pretty good indicator of what my connection was doing. Lo and behold to some surprise/not surprise, after about (average) every 12 pings, it would time out for 5 (average)

Tonight I decided that armed with this info, I'd ring the help desk.

Present time:

So I talked to Mr Americana in Manilla who only wanted to focus on why I was pinging google. I explained to him at length my issues twice which he could not understand and my non tech wife then tried after I got frustrated. Despite the fact that I expected the regular troubleshooting stuff like 'have you disconnected your phone etc' stuff, I didn't get any of it and he kept going back to 'why are you pinging google' (or any other site that was offered by me). After 45 mins of life I'll never get back I gave up with Mr Americana telling me there was nothing wrong with my line and it was not disconnected/disconnecting (nor am I over my quota)


Guys have you got any ideas as to whom I can talk to (in this country) to get this looked at or what I can do to try something else? I've done my homework on the usual troubleshooting stuff like this and while I work in an IT support role myself and am still learning in a very junior role, I checked every loose end to come to the conclusion that since I changed plans, I have noticed a degradation of performance which I lay the blame/problem solely at the offices of Telecom.

Help.

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307 posts

Ultimate Geek
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  # 240290 29-Jul-2009 20:21
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ask to have a case logged with CTS (complex tech support), make sure you get a reference number, they will probably give you an estimated time when cts will call you back as gennerally they do not take inbound calls.

Edit: has your sync rate changed?




Disclaimer: Comments I make are NOT on behalf of my employer, these comments are mine and mine alone.



122 posts

Master Geek
+1 received by user: 9


  # 240299 29-Jul-2009 20:37
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Thank you.

So I ring back Mr Manilla on 0800 225598 and request to lodge a Complex Tech Support Job? Will Mr Manilla do that willingly or will I get a song and dance routine?

 
 
 
 


307 posts

Ultimate Geek
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  # 240311 29-Jul-2009 21:04
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depends who you get some of them will try to troubleshoot first, ive found that the best thing to do is just do everything they say (even if ur just saying "yup done that what do i do next?") and then at the end just say you still have the same problem and you want to log a case.

has your modem sync rate droped in speed?




Disclaimer: Comments I make are NOT on behalf of my employer, these comments are mine and mine alone.

1530 posts

Uber Geek
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  # 240314 29-Jul-2009 21:08
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ask them to do a port reset, mite help






122 posts

Master Geek
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  # 240317 29-Jul-2009 21:13
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Does this answer that question? It appears to be the same as its always been (from memory)

DSL Status: Connected
DSL Modulation Mode: ADSL2+
DSL Path Mode: Interleaved
Downstream Rate: 7547 kbps
Upstream Rate: 929 kbps
Downstream Margin: 28 db
Upstream Margin: 12 db
Downstream Line Attenuation: 4 db
Upstream Line Attenuation: 0.5 db
Downstream Transmit Power: 12 db
Upstream Transmit Power: 9 db

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Uber Geek
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  # 240337 29-Jul-2009 22:06
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Attenuation figures indicate that you live basically next door to exchange or cabinet, is this the case?? If so then the sync rates should be vastly greater, maybe 20 Mbps down. Dlink router maybe??




Ross

 

Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+

 


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122 posts

Master Geek
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  # 240343 29-Jul-2009 22:19
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Linksys WAG200G. I believe there is a cabinet on my street

 
 
 
 


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Uber Geek
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  # 240345 29-Jul-2009 22:25
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ur sync speed is very interesting, for an ADSL2+ connect u should be seeing at least 19000+




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Uber Geek
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  # 240487 30-Jul-2009 09:58
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Hi Chris, as the others have said your line attenuation and S/N clearly indicate you are very close to a cabinet, however for some reason your modem has decided not to connect at the correct rate for the line it has.

That said you should still be able to see good speeds (5-6Mb/s) from pretty much any national server. Does the WAG also have a status page showing CRC errors etc, there could be something else at play.

Also the reason for the modem not syncing at full rate can be the result of two things, firstly wiring issues in your home, this can be quite significant, recently I was called to a customer with similar results, he had a TNZ supplied Thompson router that was syncing at 3Mb/s on ADSL2+, it was a newly renovated home with totally new cat5 wiring throughout, however sparkie had configured the 10 star wired lines from a central point in the ceiling, and 3 phones/fax devices on 3 of those lines, all with filters, however once I truely isolated off the modem feed with a central filter his speed returned to 17Mb/s. Even removing all three phones (with their filters) before I installed the filter only brought the speed up to 6Mb/s, essentially the top end of the spectrum was being obliterated with reflections from the star wiring, killing his speed.

Failing sorting out your inhouse wiring issues I suggest you ask for a port reset as the DSLAM port may have got itself latched in a lower than ideal speed condition.

Cyril



122 posts

Master Geek
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  # 240816 31-Jul-2009 07:31
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Hi

Thanks for your responses thus far. I am going to investigate next week as I am away from home for the weekend.

You've had brilliant suggestions and I am surprised to hear that I should be able to connect faster.

Chris

712 posts

Ultimate Geek
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Spark NZ

  # 241576 2-Aug-2009 21:11
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drquack32: So you seem to be having an issue with speed/packet loss yeah?

While your connect rate does look a little low for the distance, it sounds like a completely separate issue.  I.e. last time I checked connecting at 7meg did not hinder my surfing experience.

Also seems a little unlikely that it is related to your plan change.  Why?  There is no speed change between explorer and adventure - you're on the same network you were before, just a few more bytes are being counted before they throttle you.

Have you run any speedtests?

How many PCs are connected to your router?  Do you get the same issue on all of them?

Are you running any sort of firewall and/or antivirus?





My views are my own, and may not necessarily represent those of my employer.

747 posts

Ultimate Geek
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  # 241581 2-Aug-2009 21:22
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i had the same problem call your isp and tel them you changed your roter and they need to config your port for it




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712 posts

Ultimate Geek
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Spark NZ

  # 241597 2-Aug-2009 21:47
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cws82us: i had the same problem call your isp and tel them you changed your roter and they need to config your port for it


Seriously?  You gotta be kidding me.  I don't mean to be rude, but nNo ISP in this country would be dumb enough to build their network in such a way that they need to reconfigure it every time one of their customers get a new router.




My views are my own, and may not necessarily represent those of my employer.

307 posts

Ultimate Geek
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  # 241612 2-Aug-2009 22:02
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what modem you use makes zero diff to the port config... And unless you are on an unbundled circuit there is only one company that can change the port config and that's telecom.




Disclaimer: Comments I make are NOT on behalf of my employer, these comments are mine and mine alone.

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