[TelstraClear] Paradise Cable disconnection issues ..

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127 posts

Master Geek
Inactive user

#72084 24-May-2007 15:50

TelstraClear:
We are investigating intermittant disconnection issues in this specific area/node which is affecting a small number of customers on our network. Due to the nature and fact that it is only intermittant, it is taking longer than usual to identify and resolve the problem. We expect to have this resolved in the next 24-48 hours and apologise for any inconvenience.

Murray Judd
Product Manager - Consumer Internet
TelstraClear

am i allowed to ask how the judgement for the 24-48 hours was concluded?

the problem is now getting WORSE :(

sometimes the modem reboots and doesnt come back online for periods of up to 40 minutes

its very frustrating to sit down, load a website and be dropped for xx amount of time .. its just completely random

the reboot cycle can sometimes only take 10 seconds (maybe 1% of the time) .. 40 seconds - 1minute 90% of the time) and the other 9% would be drops of 10minutes or greater

now what ... i cant get through to telstraclear's helpdesk ... again

maybe FAXing would be faster, im willing to bet that email wouldnt be - unless i had a direct email address to someone who could help and not just the general email boxes

TelstraClear

can you answer this question?

axrdo

1 post

Wannabe Geek

#72299 26-May-2007 15:44

We have a motorola surfboard cable modem, and frequent disconnect issues. Accessing the modem at
http://192.168.100.1/
I noticed the following log entry
4-error B517.0 Received Auth invalid with error code 4 Invalid Key Sequence Number.
Does anyone know what this means?

sbiddle

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#72362 27-May-2007 10:15

Not sure if you've seen this or not but the node W31 issue has made it onto the TCL status page

http://networkstatus.telstraclear.co.nz/home/connection_timeouts_paradisenet.html

It's just a shame that TCL didn't advise what area node W31 covers - there is no need to go into great technical detail but at least mention that "some users in the Trentham area will be affected"

sarnold

61 posts

Master Geek

#72402 27-May-2007 16:36

sbiddle: I purchased a Belkin F5D7230 router for a friend a few months ago and that's suffering from continual lockups. LAN works OK it's just that you can't ping any internet connections. A reboot fixes the problem.

TCL had huge problems towards the end of 2005 and early 2006 with excessive ARP traffic on their network causing many "cheap" routers with minimal RAM to continually lockup. I wonder whether similair issues are occuring again now?

I have a D-Link DI-704P sitting behind TCL's Motorola cable modem pretending to be a firewall, and it happily locks up 2-3 times a week which is a pain (power down to come right). Up until now I've simply blamed the D-Link and keep promising to take it back, but does this suggest it could be an interaction between the D-Link and the TCL's netwrok in which case a replacement D-Link won't work any better?

lchiu7

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#72414 27-May-2007 20:00

I replaced a Belkin which locked up all the time with a D-Link DI-784 and now I have no problems, not having to power cycle the router all the time. I tried several different Belkins and they all locked up.

Larry

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

ReaperZ

127 posts

Master Geek
Inactive user

#72416 27-May-2007 20:20

sbiddle: Not sure if you've seen this or not but the node W31 issue has made it onto the TCL status page

http://networkstatus.telstraclear.co.nz/home/connection_timeouts_paradisenet.html

It's just a shame that TCL didn't advise what area node W31 covers - there is no need to go into great technical detail but at least mention that "some users in the Trentham area will be affected"

its a shame it hasnt been fixed yet either

freitasm

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#72421 27-May-2007 21:11

lchiu7: I replaced a Belkin which locked up all the time with a D-Link DI-784 and now I have no problems, not having to power cycle the router all the time. I tried several different Belkins and they all locked up.

Larry

Interesting... I have a Belkin - this is my second one in almost nine years. The first one was ethernet only, so I replaced about four years ago with a wireless router.

Between those two Belkin I tried two D-Link models and it was the worst experience ever. They both would freeze completely every 20 minutes - exactly twenty minutes. The only way out was to unplug the power cord. I then got the second Belkin and I am happy with that.

I have this Belkin running 24/7 almost all this time, the only time it was down was when installing my UPS is changing the home server around.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

antoniosk

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#72426 27-May-2007 21:35

freitasm:
lchiu7: I replaced a Belkin which locked up all the time with a D-Link DI-784 and now I have no problems, not having to power cycle the router all the time. I tried several different Belkins and they all locked up.

Larry

Interesting... I have a Belkin - this is my second one in almost nine years. The first one was ethernet only, so I replaced about four years ago with a wireless router.

Between those two Belkin I tried two D-Link models and it was the worst experience ever. They both would freeze completely every 20 minutes - exactly twenty minutes. The only way out was to unplug the power cord. I then got the second Belkin and I am happy with that.

I have this Belkin running 24/7 almost all this time, the only time it was down was when installing my UPS is changing the home server around.

My Linksys WRT54g v1.1 has been rock-solid since installation, with nary a blip, and firewall/wpa/mac and port filtering going in.....

________

Antoniosk

ReaperZ

127 posts

Master Geek
Inactive user

#72427 27-May-2007 21:39

ReaperZ:
TelstraClear:
We are investigating intermittant disconnection issues in this specific area/node which is affecting a small number of customers on our network. Due to the nature and fact that it is only intermittant, it is taking longer than usual to identify and resolve the problem. We expect to have this resolved in the next 24-48 hours and apologise for any inconvenience.

Murray Judd
Product Manager - Consumer Internet
TelstraClear

am i allowed to ask how the judgement for the 24-48 hours was concluded? the problem is now WORSE

TelstraClear

can you answer this question?

ReaperZ

127 posts

Master Geek
Inactive user

#73368 4-Jun-2007 09:39

the problem is still occuring

cant get through to TCL's helpdesk .. no matter how hard i try

absolutely disgusting

now what ?

(constructive ideas required - other than change to ADSL :P)

*edit

just got through to TCL's tech support .. was told the fault is still with the node (funny they took the note down on the paradise site saying there was a problem with the node - it now says no problems to report)

no eta on the fix

no supervisors in (being a public holiday .. kind of sad really)

left a message on the managers answerphone - also the guy i spoke to has sent off a high priority email with i was told he will follow up on tomorrow

im not holding my breath though.. i think ill just call back on monday regarding compensation

rscole86

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#73381 4-Jun-2007 13:35

If you look at telstraclear's main fault page, then it is still there.

It is just nolonger including paradise connections, just clear.net.

Have you tried writing a formal letter of complaint? And if you think its serious enough have you tried going to the commerce commisson?

ReaperZ

127 posts

Master Geek
Inactive user

#73396 4-Jun-2007 19:25

rscole86:

Have you tried writing a formal letter of complaint? And if you think its serious enough have you tried going to the commerce commisson?

those will be my next two steps awaiting a phonecall from one of TCL's managers tomorrow *apparently*

ReaperZ

127 posts

Master Geek
Inactive user

#73443 5-Jun-2007 13:21

well.. surprise surprise another 'promised' call from managers.. and no call

this is disgusting. I wll seek legal advise tomorrow

good luck telstraclear!!! your now in the limelight, you've had more than enough time to solve the problem

TelstraClear

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TelstraClear

#73468 5-Jun-2007 16:41

We are aware there is an issue with cable broadband service for some customers in one area of Upper Hutt. This was resolved for a short time previously, however the issue has reappeared. We have replaced several pieces of network equipment which has not resolved the problem. Our network technicians are focussed on this and working to resolve this as soon as possible. We apologise for the inconvenience.

Murray Judd
Product Manager - Consumer Internet
TelstraClear

ReaperZ

127 posts

Master Geek
Inactive user

#74148 9-Jun-2007 22:59

sadly i missed the one call a manager gave me .. he left a message saying 'this is xxxx from telstraclear - i was told to contact you, goodbye'

thats all it said O_o .. a return contact number would be great perhaps - the only reason for the phonecall is to offer compensation, perhaps a message explaining what they plan to do would have been more respectable in their case

anyway that all in the past, i have taken the next step

a legal letter is on the way to TelstraClear's head office via a postal address provided to me by a TCL employee, basicially stating they have 7 days to rectify the problem or a further alternative legal action will be taken

this was the advice of many, including the commerce commission

watch this space

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