Vodafone Fibre X Max (Ultrafast HFC Max??) Intermittently drops

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#2282053 23-Jul-2019 10:09

Downer tech checked the lines this morning. I got the dates wrong and thought he was coming on Monday. My mistake. He was also good enough to show up even though I missed his call to confirm he was going to be here 30 minutes before as my phone was on silent.

Unfortunately no drops were encountered while he was here. He did change the cabling that was running from the box outside to the point inside the house. There were 2 joins in it which he said shouldn't have been there. He did say he'll refer it to IT as well as he wasn't sure if that was the cause.

Average speeds seems better, even though speed was not really the issue.

Haven't had a drop yet since he left, but will see it how goes over the next few days.

theflinch

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#2282321 23-Jul-2019 17:04

Got another drop. Guess it's not the cabling in the house.

DodgerNZL

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#2282329 23-Jul-2019 17:58

i just had an outage while reinstalling Fallout 76.

Speed hit 56MB/sec and then the connection dropped.

theflinch

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#2282422 23-Jul-2019 20:16

Any ideas @gaddman? I’m going to call the helpdesk tomorrow, but not really looking forward to waiting on hold and then repeating myself and getting asked to restart everything yet again.

gaddman

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#2282452 23-Jul-2019 20:54

@theflinch don't bother with the call centre, @shaunm or I will call you tomorrow. Let me know what time suits, no need to be home at this stage.

theflinch

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#2282459 23-Jul-2019 21:18

@gaddman, oh really? thanks. 11am would be good if one of you could make that? I work from home (which is why this issue can be problematic some days).

It does seem like at least one other person is having very similar symptoms such as the 2 minute drops. Any idea what it could be or will it be speculation at this stage?

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theflinch

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#2282789 24-Jul-2019 12:54

Hi @gaddman,

As you and @shaunm haven’t called I assume you didn’t see my last post. Let me know when is good for you guys and I’ll make sure I’m available.

If Voda don’t have a solution to fix this and as it’s been ongoing for months now, perhaps we can be switched to UFB as it’s now down our street.

Frankly we’re not happy with how hard it’s been to get someone on to this through the right channels and the fact I’ve had to resort to a public forum to get any attention and traction is appalling. I didn’t get any decent responses on the Vodafone Community forum.

Look forward to getting this sorted once and for all.

cyril7

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#2282801 24-Jul-2019 13:11

You should check out local new boards on the kapiti coast, dozens of folk there complaining about continual dropouts on the Docsis3.1 network just as you describe (ie typically a 2min cycle), some of them are getting lawyers involved now, Voda can expect mass exodus. And what makes it worse is it then impacts the vodaTV service. Folk often never see small outages in Internet (except for power users and streaming services) so when the TV goes on an extended break tempers rise.

And regardless of any technical issues if they exist or not, when accompanied by inane and inept customer support staff its the perfect storm, and Voda are the only loosers, with poor service followed by cr@p customer support any contract of service is seen as null and void.

Cyril

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#2282802 24-Jul-2019 13:18

A work colleague in Waikanae and his neighbour are both suffering dropouts to the point that they have to restart the cable modem just to get internet back

A mate of mine in Ngaio switched to VDSL from cable through another provider, even though its only syncing at 20mbit, just to have stable internet until fibre is rolled out on his street

theflinch

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#2282803 24-Jul-2019 13:18

@cyril7, thanks I’ll go have a look at those news boards

Can anyone say Class Action?

theflinch

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#2282935 24-Jul-2019 16:12

Got a call from gaddman. Thanks for that by the way @gaddman.

A change is being put through this evening on my area node(?) (sorry I should have clarified with gaddman).

Fingers crossed. May have to wait a day or two for a drop if it does drop. Intermittent issues are such a pain when it comes to trying test the results of changes etc as you have to wait a bit.

Will see how it goes.

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DodgerNZL

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#2282940 24-Jul-2019 16:18

Will be interesting to see if that change helps.

I'm in the process of getting the phone line swapped to VoIP. (Since April account renew :/ ) Going to be great with the random outages. Even more so because I have to have a sure signal running for cellphone coverage.

theflinch

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#2283667 25-Jul-2019 19:14

No drop outs today. I even tried to 'force' it by running Vodafone TV and streaming Netflix, Youtube and tvnzondemand on a couple PCs and several devices and constantly running speedtests on speedtest.net and fast.com. That would have made it drop in the past, but didn't tonight.

Will carry on with our normal use and report back in a day or two.

cyril7

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#2283668 25-Jul-2019 19:16

Good news, whatever fix @gaddman has sounds good, and hopefully soon pushed out to all other nodes, as there is no shortage of unhappy campers in the Voda DOCSIS3.1 space.

Cyril

nickb800

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#2283678 25-Jul-2019 19:50

cyril7:
You should check out local new boards on the kapiti coast, dozens of folk there complaining about continual dropouts on the Docsis3.1 network just as you describe (ie typically a 2min cycle), some of them are getting lawyers involved now, Voda can expect mass exodus. And what makes it worse is it then impacts the vodaTV service. Folk often never see small outages in Internet (except for power users and streaming services) so when the TV goes on an extended break tempers rise.

And regardless of any technical issues if they exist or not, when accompanied by inane and inept customer support staff its the perfect storm, and Voda are the only loosers, with poor service followed by cr@p customer support any contract of service is seen as null and void.

Cyril

There's normally a background level of whinging about any big ISP but the noise in kapiti about Vodafone is massive at the moment eh

Seems like heaps of people were migrated onto Vodafone TV and voip from the Vodafone hub lately. I know they had trouble with no caller ID with outgoing phone calls for quite a while, wonder if voip was a way to avoid fixing their phone system.

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