How to sort out a domestic broadband fault?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › How to sort out a domestic broadband fault?

DonGould

3892 posts

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#179039 24-Aug-2015 12:11

Is there a VF rep who can help sort this?

I just had a new ADSL service provisioned for a friend and it's not working correctly.

Chorus text him at 9:30am on Friday morning to tell him the service was active.

I installed the VF supplied modem on Friday afternoon and it's syncing at less than 2.8mbit/65kbit.

I called the contact center and when via 4 different people to be told that the service hadn't been marked as complete so couldn't have a fault raised against it.

My friend was emailed on Sunday to say it was now complete so I repower cycled the modem this morning and the sync speed is worse.

I had a clean line from the ETP to the modem installed on cat5 cable and removed the rest of the house wiring.

I suspect that the problem is a damaged cabinet down the road, which is why I suggested that a fibre service might be better in the first place and I believe that an order should be in the system for such.

I have spent 45 minutes on the phone this morning just on hold waiting for a faults CSR so I can raise the fault condition.... but as I don't have all day just to wait on hold I gave up.

I need to either get the DSL service running or get some priority on the fibre service (or at the very least get some sort of ETA on it and confirm that the order is in fact loaded as I'm not very confident that my friend got that sorted correctly).

If someone could make contact I'll provide some site details.

TIA

D

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6018 posts

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#1373000 24-Aug-2015 12:11

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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dylanp

840 posts

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#1373017 24-Aug-2015 12:20

Has an isolation test been completed, tried different phone sockets etc? Do they have a splitter installed and if so are they plugging into it correctly? Are you sure it was the sync speed reading that low?

DonGould

3892 posts

Uber Geek

#1373024 24-Aug-2015 12:33

Hi Dylan, thanks for reaching out, I've pm'ed you site details and responded to your questions directly.

Cheers Don

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johnr

19282 posts

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#1373033 24-Aug-2015 12:51

How do you know the copper is connected to the cabinet down the road? The SYNC rate might be correct

DonGould

3892 posts

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#1373036 24-Aug-2015 13:00

johnr: How do you know the copper is connected to the cabinet down the road? The SYNC rate might be correct

Hi John,

It's connected to an exchange 5km away according to your systems records.

I'm half wondering if this might be the problem: http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=127497

Someone just called me up about another matter and looked at this one at the same time, so it should be being escalated to the right team now.

Thanks again for your super prompt attention guys.

D

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xpd

Geek @ Coastguard NZ
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#1373039 24-Aug-2015 13:04

Havent you answered your own query.... you've said "ADSL" and "5km exchange" - I wouldnt expect great speeds anyway.....

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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johnr

19282 posts

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#1373040 24-Aug-2015 13:05

Copper does not always connect to the nearest Cabinet / Exchange so in this case as you have described it's working as it should be

Why do you think this is a fault and have you put the address into the Chorus address checker?

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DonGould

3892 posts

Uber Geek

#1373051 24-Aug-2015 13:18

johnr: Copper does not always connect to the nearest Cabinet / Exchange so in this case as you have described it's working as it should be

Why do you think this is a fault and have you put the address into the Chorus address checker?

AIUI sub 10mbit on DSL is a fault condition.

68kbits upload speed isn't good.

No I didn't put the address into the Chorus address checker.

From: https://www.chorus.co.nz/network-upgrade-map

Network capability

Broadband > 20 Mbps (with the right modem and plan)
Broadband > 10 Mbps

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johnr

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#1373053 24-Aug-2015 13:21

Sorry you are saying anyone getting below 10Mbp/s DL on a ADSL connection has a fault?

DonGould

3892 posts

Uber Geek

#1373080 24-Aug-2015 14:03

johnr: Sorry you are saying anyone getting below 10Mbp/s DL on a ADSL connection has a fault?

4mbit/200kbit I wouldn't have moaned about, I'd have just told the customer 'it is what it is', but at 68kbit stuff just doesn't work properly.

TBH I don't know what condition chorus consider a fault condition on ADSL.

As I said, I talked to a Level 2 VF guy this morning who had a quick look and expressed it just looked wrong so escalated it.

Also as expressed, fibre was meant to be on order, but that order seems to have got lost.

The initial goal was to get a tail in there quickly, as the fibre isn't in the house yet, I thought that getting DSL would be the fastest.

At this point the fastest solution would be to see if the fibre request can be escalated.

If I'm right that the tail is coming off that damaged cabinet then is there really going to be much Chorus can do to sort it out? And for that matter would they, should they, care? It would just make more sense to get Enabled to do the fibre install.

D

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johnr

19282 posts

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#1373090 24-Aug-2015 14:15

Once a fibre order is in the system it's place in the queue can't be changed,

DonGould

3892 posts

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#1373099 24-Aug-2015 14:21

johnr: Once a fibre order is in the system it's place in the queue can't be changed,

Thanks for the heads up.

Currently I'm not even 100% sure that the fibre order got to the queue. If it is then I'd like to know the lead time. If it can be a week away then there's little point in chasing the copper, if it's going to be longer then it's worth seeing if the existing tail can be sorted.

TBH I don't order this stuff much so I have no idea what the current delivery waiting times are in Chch.

D

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sidefx

3711 posts

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#1373105 24-Aug-2015 14:30

DonGould:
From: https://www.chorus.co.nz/network-upgrade-map
Network capability

Broadband > 20 Mbps (with the right modem and plan)
Broadband > 10 Mbps

It shows VDSL as available, but you mentioned earlier that VF said they're connected to an exchange 5km away?

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johnr

19282 posts

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#1373106 24-Aug-2015 14:30

A week away, Have you reviewed the other threads on Geekzone about fibre install time frames?

sbiddle

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#1373189 24-Aug-2015 15:58

DonGould:
johnr: Once a fibre order is in the system it's place in the queue can't be changed,

Thanks for the heads up.

Currently I'm not even 100% sure that the fibre order got to the queue. If it is then I'd like to know the lead time. If it can be a week away then there's little point in chasing the copper, if it's going to be longer then it's worth seeing if the existing tail can be sorted.

TBH I don't order this stuff much so I have no idea what the current delivery waiting times are in Chch.

D

You will not get a UFB install in a week. Period.

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