Telecom connection problems

Forums › Spark New Zealand (including Skinny and BigPipe) › Telecom connection problems

wreck90

780 posts

Ultimate Geek
Inactive user

#82768 5-May-2011 12:42

My Telecom DSL broadband is having serious issues. It is slow, to the point that I cannot even load webpages (this is posted via my 3g phone).

I phoned telecom, they made me do all the resets etc. I've tried a different adsl modem, different PC's but same problem.

I got through to 2nd level support who determined there may be an issue in the 'back-haul' .

So, now I have to perform 'speed' tests over a 3 day period.

The problem is, my internet connection is so slow I cannot load the speed test webpage.

So, I've basically been given the flick for 3 days. My power company certainly wouldn't treat me like this.

I could scream!!

l43a2

1779 posts

Uber Geek

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Trusted

#465769 5-May-2011 14:29

are you over the limit of your plan ?

stuzzo

534 posts

Ultimate Geek

#465817 5-May-2011 16:02

I guess you need to determine if the cause is the line or from the exchange on.

Suggest you post your modem stats, ie attenuation, noise margin, an estimate of distance to the exchange and your home setup...phone or central filter.

Once you work out what you should be getting you can make further assessments on that basis.

wreck90

780 posts

Ultimate Geek
Inactive user

#465890 5-May-2011 18:35

No , not over the plan limit.

Telecom say the failure is not due to my connection. They said something about connection slots and overloading.

But Telecom want me to log 3 days of speed tests before they will investigate further. So, I will have no internet for at least 5 days due to the weekend.

But, the speed test page times out because my connection is so slow. Why do they even ask me to do this when the speed test is not even working?

Modem stats:
Down Up
Rate: 21325 kbs 720 kbs
Max Rate: 21325 kbs 808 kbs
Noise Margin: 11.0 dB 14.1 dB
Attenuation: 1.5 dB 2.0 dB
Output Power: 15.2 dBm 12.2 dBm
Protocol: G.DMT2+ Annex A
Channel: Fast

Heres a tracert....not sure if this is good or bad, but, 20ms to Trademe.co.nz looks ok to me.

Tracing route to www.trademe.co.nz [202.162.73.2]
over a maximum of 30 hops:

1 3 ms 3 ms 3 ms 192.168.1.254
2 20 ms 20 ms * 222-152-248-1.jetstream.xtra.co.nz [222.152.248.
1]
3 * * * Request timed out.
4 163 ms * * ae4-20.akcr10.global-gateway.net.nz [202.50.238.
49]
5 20 ms * * trademe-dom.akcr10.global-gateway.net.nz [202.50
.237.250]
6 23 ms * * www.trademe.co.nz [202.162.73.2]
7 20 ms 21 ms 22 ms www.trademe.co.nz [202.162.73.2]

But, if I enter www.trademe.co.nz into a browser, it does not load at all.

I've done everything, disabled firewalls, used 3 different pc's that were OK yesterday .

Interestingly, i can see the approximate time the internet connectivity failed - I use the TUC meter for tracking data usage - the TUC log shows the last successful updates at round 3.30am , but subsequent updates failed (so the outage occurred while everyone was sleeping so i guess it was nothing I did:) )

I'm frustrated because I use my connection for work.

kiwipearls

431 posts

Ultimate Geek

#465929 5-May-2011 19:25

wreck90: My Telecom DSL broadband is having serious issues. It is slow, to the point that I cannot even load webpages (this is posted via my 3g phone).

I phoned telecom, they made me do all the resets etc. I've tried a different adsl modem, different PC's but same problem.

I got through to 2nd level support who determined there may be an issue in the 'back-haul' .

So, now I have to perform 'speed' tests over a 3 day period.

The problem is, my internet connection is so slow I cannot load the speed test webpage.

So, I've basically been given the flick for 3 days. My power company certainly wouldn't treat me like this.

I could scream!!

I've just come here myself to see if anyone else is experiencing slow page loading with Telecom.

Half the time, my pages sit there loading with the spinning thingy for well over a minute or they time out completely and i get page not found. Had this happen reading the herald online and a few gaming guild forums I frequent.

At first I thought it was FF, so have switched to Google chrome for testing and it still is slow. Have reset the modem etc..

I didn't make a post about it myself, as I feel if I do, I'll get told I am a complainer and whinger. And i have yet to ring telecom - as last issue I had with them I was on hold for ages and the whole process is headachey. I'd rather submit and troubleshoot in an online format.

I have 80GB plan with Telecom (double your data), ADSL2+ and the cabinent is 200metres away - am not maxed out. Account is all paid and up to date. I know my wiring is good as telecom/chorus sorted that out for me last year.

So I have no idea what is going on, but I know it is noticable and affecting my internet use.

"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows

Senility Guild

wreck90

780 posts

Ultimate Geek
Inactive user

#465932 5-May-2011 19:40

Yeah, if you log with telecom say goodbye to 2 hours. But, in my case this is the worst outage for 5 years so had no choice.

You could post your DSL stats, and tracert to www.trademe.co.nz. That might show something.

wreck90

780 posts

Ultimate Geek
Inactive user

#466313 6-May-2011 19:59

My internet is still down.

Yesterday the telecom 2nd level support person said he would phone me today with a status update -- he didn't. Why do these people say they will call then do not?

This is my 2nd day with no internet - Telecom have done nothing!!! Except for asking me to complete 3 days of speed tests.

I phoned them this afternoon and told them it was not only possible but also ridiculous for them to ask me to fill out their 3 day speed test when my internet is down.

Trying to get through to their 2nd level support is a battle, even when your case is already escalated. The first level support even had the cheek to try and get me to phone my modem manufacturer.

This is such a bizarre problem. eg, here is a ping....

Pinging nzherald.co.nz [202.175.135.91] with 32 bytes of data:
Reply from 202.175.135.91: bytes=32 time=22ms TTL=57
Reply from 202.175.135.91: bytes=32 time=19ms TTL=57
Reply from 202.175.135.91: bytes=32 time=21ms TTL=57
Reply from 202.175.135.91: bytes=32 time=21ms TTL=57

Ping statistics for 202.175.135.91:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 19ms, Maximum = 22ms, Average = 20ms

Yet, when I try to open the same website, I get this...

This web page is not available
The web page at http://www.nzherald.co.nz/ might be temporarily down or it may have moved permanently to a new web address.

This is the same, on my ipad, laptop (directly connected to modem via wifi), and desktop pc. All were working on Wednesday night.

How can this be? Surely if your modem syncs at high speed, tracert/pings are OK then you can browse OK? It is a bizarre problem.

After a firmer discussion with 2nd level support today, they are sending someone to my house tomorrow. But, this means I am without internet for minimum 3 days now.

jeffreyh

54 posts

Master Geek

#466324 6-May-2011 21:29

Hi,

What happens if you try and ping with a packet size other than 32 bytes. Try something like 1472 bytes

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wreck90

780 posts

Ultimate Geek
Inactive user

#466331 6-May-2011 21:54

jeffreyh: Hi,

What happens if you try and ping with a packet size other than 32 bytes. Try something like 1472 bytes

It times out....

ping -l 1472 nzherald.co.nz

Pinging nzherald.co.nz [202.175.135.91] with 1472 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 202.175.135.91:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

I wonder why? It is like my connection can only handle little packets of data?

jeffreyh

54 posts

Master Geek

#466332 6-May-2011 22:01

Hi,

So if your reduce the size at what point does it work? Port Reset or faulty dslam card? Have you another router to try or have you already done that

wreck90

780 posts

Ultimate Geek
Inactive user

#466339 6-May-2011 22:14

I tried 3 different brand modems (2wire/dse/belkin), all on their factory settings. But, same problem with all of them.

Ping seems to be intermittent over 60, but, completely cuts out at 200.

I think they did a port reset.

If it was the card, others would be affected too?

jeffreyh

54 posts

Master Geek

#466349 6-May-2011 22:34

Hi,

Yes thats right if the card was faulty then others on the same card would also have problems, or you could just have a faulty port. So if you have tried other modems then I guess you can rule out cpe. Why not just contact them and say you cannot run their tests because you cannot pass large packets (i.e packet loss between 64bytes and 200 and nothing with packet size over 200 bytes), which will be why you can't load any websites or do anything useful.

Have you always had those sync rates? As it looks like you are either close to a cabinet, or close to the exchange. Perhaps if they have only just changed (coinciding with your problem) then you may have been migrated and your connection path is built wrong.

wreck90

780 posts

Ultimate Geek
Inactive user

#466359 6-May-2011 23:10

jeffreyh: Hi,

Yes thats right if the card was faulty then others on the same card would also have problems, or you could just have a faulty port. So if you have tried other modems then I guess you can rule out cpe. Why not just contact them and say you cannot run their tests because you cannot pass large packets (i.e packet loss between 64bytes and 200 and nothing with packet size over 200 bytes), which will be why you can't load any websites or do anything useful.

Have you always had those sync rates? As it looks like you are either close to a cabinet, or close to the exchange. Perhaps if they have only just changed (coinciding with your problem) then you may have been migrated and your connection path is built wrong.

The cabinet is about 20 meters from my house.

I'll mention that to them next time I speak.

The telecom person said they were doing some changes in my area, but, it was unlikely they made those changes at 4am.

Thanks for your help.

wreck90

780 posts

Ultimate Geek
Inactive user

#466462 7-May-2011 14:04

Telecom tech visited today. He said my line was fine, but swapped something in the cabinet .

Then, they reconfigured something in the network and my line is working perfectly.

In fact, my real life speed has jumped around 20% (from 17,000 to just under 21,000) so much kuudos :)

wreck90

780 posts

Ultimate Geek
Inactive user

#467413 10-May-2011 09:28

Can anyone answer this:

After they fixed my connection, my ADSL sync rate was just over 24,000kbps (before the fix, it was usually around 20,000kbps). I really was getting the extra speed too, I noticed this on an itunes transfer.

I reset my modem yesterday, and the sync rate has dropped back to what it used to be.

It looks like telecom have changed the upper limit for my sync rate - is this possible?