[WXC/VFX] DSL issues and time-frames to resolve

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] DSL issues and time-frames to resolve

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coffeebaron

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#87987 24-Sep-2007 21:26

Cameronn: Tough one to call - We'd had a Tech on-site who couldn't find a fault. This either points at congestion & distance together causing the issue - more people using the exchange at night = more crosstalk. It could also point to a faulty port but because it's ok during the day I'd be more inclined to think it's congestion & distance.

This may be one we just can't resolve :( Have you tested with your neighbors are they seeing the same thing?

Hi Cameron,

Can we fix it? I hope we can! I go back to my original comments about how long it takes to get these kind of issues resolved? Why can't I make a phone call and say I have a fault and expect it to be fixed? Instead I have to do all the hard work to prove there is a fault.

I have emailed attn: to you at the helpdesk, armed with the evidence to get this resolved.

Lets hope we can get it all sorted now.

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Cameronn

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#88014 25-Sep-2007 07:53

coffeebaron:
Hi Cameron,

Can we fix it? I hope we can! I go back to my original comments about how long it takes to get these kind of issues resolved? Why can't I make a phone call and say I have a fault and expect it to be fixed? Instead I have to do all the hard work to prove there is a fault.

I have emailed attn: to you at the helpdesk, armed with the evidence to get this resolved.

Lets hope we can get it all sorted now.

I'll chase Telecom first thing this morning.

Update

I'm fairly certain we can fix it as the results from your neighbors show a stable connection. While your connection during the same time period deteriorates badly.

With your fault alone we logged 6 fault tickets with Telecom Wholesale trying to find a resolution. We virtually have no visibility over their network (bar a few basic checks) so we rely heavily on testing from the customer site - even with that provided in this case Telecom Wholesale faults couldn't resolve/see the issue.

With the information you've provided this time I've re-escalated the fault to Telecom Wholesale Fault Management asking they re-visit the issue. I've stressed the point of looking much harder than previous attempts so hopefully we'll get a resolution. I'll keep you updated on how the ticket progresses.

Update

Arranging for a Port Change..estimated time to restore 25/9@19:00 - looks like they'll be out at the exchange before 7pm this evening actioning a port change.

coffeebaron

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#88094 25-Sep-2007 21:19

Cameronn:
Update

Arranging for a Port Change..estimated time to restore 25/9@19:00 - looks like they'll be out at the exchange before 7pm this evening actioning a port change.

Thanks for passing this back to Telecom. Was home tonight, so have done some more checks (hoping Telecom may have fixed something). But not so far.

9'oclock test:
Me = 350Kbps
Neighbour - 2100Kbps

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#88131 26-Sep-2007 09:31

coffeebaron:
Thanks for passing this back to Telecom. Was home tonight, so have done some more checks (hoping Telecom may have fixed something). But not so far.

9'oclock test:
Me = 350Kbps
Neighbour - 2100Kbps

The port change was completed at 2007-09-25 15:37:26 so it hasn't made any difference, :/ talk about complicating matters. While talking to Telecom Wholesale they confirmed your neighbor is on the same DSLAM at the exchange.

I'll inform Telecom Wholesale we're still seeing the same issue.

coffeebaron

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#88144 26-Sep-2007 10:49

Cameronn:
The port change was completed at 2007-09-25 15:37:26 so it hasn't made any difference, :/ talk about complicating matters. While talking to Telecom Wholesale they confirmed your neighbor is on the same DSLAM at the exchange.

Wouldn't surprise me if it was swapped to another faulty port (maybe someone else's X not working well port). Also have had rather variable service this morning, one minute it is all good 95-100% results; next it is at 2%.

Speed test statistics
---------------------
Download speed: 2444496 bps
Upload speed: 715056 bps
Quality of service: 100 %
Download test type: socket
Upload test type: socket
Maximum download pause: 6 ms
Average download pause: 4 ms
Minimum round trip time to server: 44 ms
Average round trip time to server: 132 ms

I have had another play with different routers again. The last few test have been good, time will tell.

Thanks

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coffeebaron

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#88224 26-Sep-2007 22:38

and at 22:35

Speed test statistics
---------------------
Download speed: 1266152 bps
Upload speed: 627544 bps
Quality of service: 42 %
Download test type: socket
Upload test type: socket
Maximum download pause: 404 ms
Average download pause: 10 ms
Minimum round trip time to server: 77 ms
Average round trip time to server: 157 ms

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coffeebaron

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#88403 27-Sep-2007 21:03

Well, better speeds tonight, but still not the most pretty graph (like my neighbour gets)

Speed test statistics
---------------------
Download speed: 2309288 bps
Upload speed: 632648 bps
Quality of service: 77 %
Download test type: socket
Upload test type: socket
Maximum download pause: 183 ms
Average download pause: 5 ms
Minimum round trip time to server: 66 ms
Average round trip time to server: 68 ms

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Cameronn

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#88857 1-Oct-2007 08:29

Can't see that any further changes have been made since the port change took place.

Something to note prior to the port change happening was Telecom rang me to advise a full install may help (they were interested in doing this prior to the port change). I dismissed this as your line rates aren't dropping during the evening period.

You've done tests at night with full isolation (only the DSL plugged in, directly to a jack point without a filter)?

How did things go over the weekend?

coffeebaron

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#88933 1-Oct-2007 16:38

Cameronn: Something to note prior to the port change happening was Telecom rang me to advise a full install may help (they were interested in doing this prior to the port change). I dismissed this as your line rates aren't dropping during the evening period.

I already have a full install, my neighbour does not.

Cameronn: You've done tests at night with full isolation (only the DSL plugged in, directly to a jack point without a filter)?

Yes, done all the usual here

Cameronn: How did things go over the weekend?

Not too bad, still a bit variable and gappy.

I have noticed (think due to school holidays), it has been better at night (than usual), and likewise during the day (worse). Nighttime is still the big issue though.

It is definitely symptomatic of congestion at exchange - except that my neighbor is not effected. So I guess some underlying fault, that is exasperated during heavy loads.

The other thing to consider is whether this is WxC feed into this exchange (not sure how that side works), but my neighbour is with an other ISP (ihug).

As a comparison, I did some peak speed tests with my friends in Laingholm (you have dealt with this connection too). They are further from the exchange, worse line conditions, lower speeds, BUT good consistent peak time results (i.e. nice pretty graph, little variation).

Another thing we could try is a port swap with the port that my neighbour is on. I shall ask his permission, and if he is happy to help, I'll email the details to you.

Thanks

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coffeebaron

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#88979 1-Oct-2007 21:07

And back to very bad tonight :(

Speed test statistics
---------------------
Download speed: 386840 bps
Upload speed: 681384 bps
Quality of service: 14 %
Download test type: socket
Upload test type: socket
Maximum download pause: 1818 ms
Average download pause: 34 ms
Minimum round trip time to server: 84 ms
Average round trip time to server: 86 ms

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coffeebaron

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#92310 24-Oct-2007 22:09

Well there was some glimmer of light one night last week, but alas this week the QoS has gone out the window again :(

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