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pcs

pcs

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#154492 29-Oct-2014 21:29
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We have had months of very low internet speeds.  Our DSL connection is usually around 6900kbps yet speedtest results are as low as 0.1Mbps (latest 0.5Mbps).  Everything was ok until a few months ago when we had a call from VF sales offering to 'upgrade' us to the entertainment plan, higher data caps etc.  Within a few days of being on the new plan, our speeds dropped.  After a few weeks I phoned the helpdesk and was asked to do some logs over the next few days and then email them through to the technician who would pass them on to the appropriate team.

I never received a reply or follow up communication at all.  I emailed a couple of times to the email address but still no response.

I phoned a few times over the next couple of months and was told someone will look into it and get back to me.....never happened.

Every time I have tried to call, I have been on hold for over an hour and have had to hang up.  Last Friday I got through to someone after 82mins of being on hold.  Explained the situation to the very helpful technician who could see I had been in touch a few times before and was very apologetic.  He checked everything and said yes, definite a VF issue, possible needed ports reset of something like this.  Said he would try a couple of things then raise it with the 'level2' support team and would give me a call the next day.  Within a few minutes of getting off the phone I ran another speedtest and to my surprise we were back to a healthier 5.5Mbps!  Awesome, he sorted it............so I thought...

I missed his call the next day but he left a message saying that they have raised a fault with Chorus and it would be sorted within 48hours.  I ran another speedtest later that night and we were back to a ridiculously low speed.

Its now 4 days later, still slow speeds, no support emails or phone calls and cannot get through on the helpline....where do we go from here??


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PeterReader
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  #1164631 29-Oct-2014 21:29
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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.



hio77
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  #1164646 29-Oct-2014 21:34
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Ild check your not saturating your upload bandwidth.

Enter you address here, http://www.chorus.co.nz/maps
A
nd paste what the output is below the map.


Good chance this is not related to your plan change at all, and just happened to crop up in time.


Post your line stats from your modem.




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


 
 
 
 


BrowneAction
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  #1164647 29-Oct-2014 21:34
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snap!

Did they tell you you need a huawei router and make you re-sign also?

TIP - use the call back feature. its much beter than holding. Its my area apparently. It's suddenly poor, and the fix is fiber, though Im moving in three months so just trying to keep the lights on until the move (cannot move with fiber like you can DSL)

johnr
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  #1164649 29-Oct-2014 21:42
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I am sure it's not related to the pricing plan change at all and are you testing over WiFi or LAN cable plugged direct into modem and approx where are you located?

Please answer the questions by PeterReader but I suspect you either have WiFi interference or you are connected to a rural cabinet with limited back haul / capacity

John

johnr
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  #1164668 29-Oct-2014 21:45
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Further to this have you got a master filter installed on the line as well, I am sure your speed issue is not ISP / plan related but location / WiFi or house wiring setup or all 3 put together

pcs

pcs

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  #1164670 29-Oct-2014 21:46
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We are rural so no UFB options for us.  No didn't have to get a new modem (although I have tried 3 different ones) but yes made us resign for 12 months.
It seems strange that it came right after speaking to helpdesk.  No callback option, just sits with on hold music after selecting Tech support.

Chorus maps results
Network capability:Broadband > 5 Mbps

Modem:

 

 

 

 

Line Rate - Upstream (Kbps):

 

896

 

 

 

Line Rate - Downstream (Kbps):

 

6912

 

 

 

 


 

 

 

 

Line Coding(Trellis):

 

On

 

On

 

 

 

SNR Margin (0.1 dB):

 

119

 

140

 

 

 

Attenuation (0.1 dB):

 

375

 

195

 

 

 

Output Power (0.1 dBm):

 

199

 

122

 

 

 

Attainable Rate (Kbps):

 

7456

 

1132

 

 

 

 

 

 

 


johnr
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  #1164684 29-Oct-2014 21:51
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What about making sure the house wiring is setup as best as possible for a xDSL connection check out this blog by Steve and are you testing over WiFi or LAN cable plugged into modem?

http://www.geekzone.co.nz/sbiddle/8357

I am sure this is not ISP related and all customers in the same location no matter what ISP they are with will be getting the same performance at peak time,

Search Geekzone for ' Conklin ' and have a read

 
 
 
 


pcs

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  #1164685 29-Oct-2014 21:51
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Johnr:

Yes master filter installed although no POTS installed (we have a line but never use it as we also have VF homephone wireless).
Modem is only connection to the line.
House 4 years old. 
Speedtests done on PC directly connected to Lan of Modem

**We are in Watershed Road, rural Palmerston North**

No issues at all with internal wiring.  New Cat5e run when we built the house.  I am an IT technician and install new data lines so am positive this is all ok.

johnr
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  #1164687 29-Oct-2014 21:53
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House 4 years old means zero, So approx where are you located give us a rough idea?

hio77
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  #1164688 29-Oct-2014 21:53
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missread linestats. things look a little more inline than i first thought.




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


sbiddle
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  #1164689 29-Oct-2014 21:56
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If you're rural and connected to a Conklin or ASAM (the stats you posted aren't detailed enough to show either) there is absolutely nothing that can be done to improve your connection. If it the case it's also won't matter what ISP you go with, you'll get identical performance.

You also need to ensure you're not causing your problem by saturating your upstream which is a growing problem with people on here blaming their ISP for poor speeds because somebody in their house has left their torrents seeding.




johnr
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  #1164690 29-Oct-2014 21:56
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@pcs do some speedtests not over WiFi say 4am (yes early I know) then do some say 7pm and compare the difference, I am sure you will find it's peak time congestion cause of the rural cabinet you are connected to, This will impact every customer no matter what ISP they are with,

Conklin / ASAM have very limited capacity

pcs

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  #1164692 29-Oct-2014 22:01
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Ok, thanks for the advice.  Will do that (again...)
If it is something out of your control then I am happy to accept that, but why such crap support from VF?

hio77
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  #1164695 29-Oct-2014 22:03
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ild call vodafone with your mobile so that you can use the callback feature, get the csr to give you some more details about the cabinet your connected to.


See if it might shed a bit more light for you. 




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


johnr
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#1164696 29-Oct-2014 22:04
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pcs: Ok, thanks for the advice.  Will do that (again...)
If it is something out of your control then I am happy to accept that, but why such crap support from VF?


I just gave you support now, I thought it was quite good to be honest and done while sitting on my bed at home so not paid 1 cents for it

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