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Topic # 179105 26-Aug-2015 13:48
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I've had an ongoing tech issue for the last 6 weeks or so, that Vodafone can't or won't deal with correctly.  I've tried a number of calls to the help line, posted on other GZ forums, etc but no luck.  I'm now in last chance saloon, hoping someone on this forum may be able to help.  If not, I'm really being forced to leave Vodafone and move to a new ISP.

The story so far is:  I was happily connecting to Vodafone ADSL (Red Network Auckland) for the last 3 years, using a Draytek Vigor 120 modem (and separate Netgear router).  Then on about 1 July, my connection dropped.  I tried my old Vodafone supplied modem/router and it worked OK.  Vodafone support used basic logic and deduced that my modem had somehow developed a fault.

So I bought a brand new modem, but it wouldn't connect either.  Vodafone support told me that either the new one was faulty as well, or it was configured incorrectly.  (But it was configured exactly the same as the modem that had been connecting fine for 3 years).

So I got both my modems tested by SnapperNet who are the NZ tech support for them.  They said both were configured correctly and working fine.  The issue must be on Vodafone's side.

But Vodafone are using simple logic that says if their supplied modem works, then the problem is with mine.  End of story.  They were quite rude and condescending about this and refused to think 'outside the box'.  Clearly there is a more complex issue here, where something on the Vodafone Red Network side affects some modems and not others.  But they will not investigate that properly.

The symptoms: I get ADSL sync no problem ("Showtime"), but PPP won't authenticate.

If anyone here can help, or can point me to real support withing Vodafone, I would appreciate it greatly.  Failing that I will have to go through the hassle of moving ISPs.


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  Reply # 1374607 26-Aug-2015 13:48
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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.



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  Reply # 1374622 26-Aug-2015 14:00
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If the Vodafone supplied modem is working then the issue does point towards the 3rd party modem and the settings

When speaking to staff have you requested they check the Raidius logs and what can be seen when the 3rd party modem is connected

 
 
 
 




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  Reply # 1374630 26-Aug-2015 14:14
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johnr: If the Vodafone supplied modem is working then the issue does point towards the 3rd party modem and the settings


Yes, that would be the logical initial assumption.  However, subsequent tests have shown my modems are fine, so the issue is more complex.

When speaking to staff have you requested they check the Raidius logs and what can be seen when the 3rd party modem is connected


I have no idea what a Raidius log is, so how could I know to request it be checked?  If that is required, surely Vodafone tech support should suggest it themselves.  That's their job, right?

cisconz
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  Reply # 1374632 26-Aug-2015 14:21
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Are you using PPPoE to PPPoA conversion or Bridging with PPPoE Tunnels?




Hmmmm

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  Reply # 1374635 26-Aug-2015 14:26
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Can you be a bit more specific about the configuration settings you used? I can check your RADIUS logs if you're able to send me your customer account number. Are you absolutely positive you entered your username and password correctly on your new modem?




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  Reply # 1374636 26-Aug-2015 14:27
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I'm looking into this with the team now, just waiting for results from a fault ticket. Please confirm you've set the modem to pppoa, vcmux, vpi/vci 0/100 like described here http://help.vodafone.co.nz/app/answers/detail/a_id/5239/

cisconz
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  Reply # 1374638 26-Aug-2015 14:29
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Demeter: Can you be a bit more specific about the configuration settings you used? I can check your RADIUS logs if you're able to send me your customer account number. Are you absolutely positive you entered your username and password correctly on your new modem?


The Draytek's use PPPoE/PPPoA conversion so the credentials will not have been modified - They will still be in the existing Netgear




Hmmmm

cisconz
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  Reply # 1374639 26-Aug-2015 14:31
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VodafoneDylan: I'm looking into this with the team now, just waiting for results from a fault ticket. Please confirm you've set the modem to pppoa, vcmux, vpi/vci 0/100 like described here http://help.vodafone.co.nz/app/answers/detail/a_id/5239/


Just me being curious, does the Red network support PPPoE, Bridged 0/110 vlan 10 like Chorus wholesale EUBA / VDSL connections do?




Hmmmm



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  Reply # 1374652 26-Aug-2015 14:50
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cisconz: Are you using PPPoE to PPPoA conversion or Bridging with PPPoE Tunnels?

Originally I was using it in bridged mode (PPPoA to PPPoE conversion), but for testing I'm just trying it in Router mode, using PPPoA.



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  Reply # 1374672 26-Aug-2015 14:55
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Demeter: Can you be a bit more specific about the configuration settings you used? I can check your RADIUS logs if you're able to send me your customer account number. Are you absolutely positive you entered your username and password correctly on your new modem?


I'll PM my account details.  I have definitely entered ID and PWD correctly.  However, the authentication doesn't even get to the point of checking them.  i.e. if I deliberately enter wrong PWD, it doesn't give that as an error.

Anyway, the old modem was connecting OK for 3 years, but then stopped on about 1 July, without any of the settings being touched.  So the exact same settings were working OK one day, but not the next.  So it can't be the settings, right?



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  Reply # 1374674 26-Aug-2015 14:57
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VodafoneDylan: I'm looking into this with the team now, just waiting for results from a fault ticket. Please confirm you've set the modem to pppoa, vcmux, vpi/vci 0/100 like described here http://help.vodafone.co.nz/app/answers/detail/a_id/5239/


Yes, I have all those settings.  But as I said, the modem was working fine, but stopped on 1 July without any settings being changed.  So logically it's not a problem with the settings.

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  Reply # 1374727 26-Aug-2015 16:16
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Earbanean:
VodafoneDylan: I'm looking into this with the team now, just waiting for results from a fault ticket. Please confirm you've set the modem to pppoa, vcmux, vpi/vci 0/100 like described here http://help.vodafone.co.nz/app/answers/detail/a_id/5239/


Yes, I have all those settings.  But as I said, the modem was working fine, but stopped on 1 July without any settings being changed.  So logically it's not a problem with the settings.


Please try factory reset your Draytek modem and set it up from scratch using those settings, and connect it directly to your computer. Basically rule out more variables like the netgear router configuration or the connection between them.



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  Reply # 1374730 26-Aug-2015 16:25
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VodafoneDylan:
Earbanean:
VodafoneDylan: I'm looking into this with the team now, just waiting for results from a fault ticket. Please confirm you've set the modem to pppoa, vcmux, vpi/vci 0/100 like described here http://help.vodafone.co.nz/app/answers/detail/a_id/5239/


Yes, I have all those settings.  But as I said, the modem was working fine, but stopped on 1 July without any settings being changed.  So logically it's not a problem with the settings.


Please try factory reset your Draytek modem and set it up from scratch using those settings, and connect it directly to your computer. Basically rule out more variables like the netgear router configuration or the connection between them.


I've already tried all that a couple of times.  No joy.

cisconz
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  Reply # 1374731 26-Aug-2015 16:29
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How is the VF supplied modem connecting in terms of, what are the settings in it?




Hmmmm

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  Reply # 1374737 26-Aug-2015 16:40
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cisconz: How is the VF supplied modem connecting in terms of, what are the settings in it?


PPPOA, VC-MUX, VPI=0, VCI=100. Username blah, password: bleh


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