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Topic # 180578 14-Sep-2015 14:09
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I had a call from an elderly neighbour last week to help her out with her 'internet' :)

An overseas relative turned up last month, bought her a laptop, signed her up for broadband and then buggered off leaving her to deal with everything. She's found it incredibly stressful because she struggles with concentration after having had a stroke a few years ago. She contacted VF because the modem kept flashing at her telling her the line had a fault. They assured her it was all ok from their end and she should 'call someone in to help'.

I went around this morning to find the modem plugged in correctly, her laptop connecting to it ok but an almost unusable connection. The modem said there was an issue with the line and speedtest.net returned 1.56Mbps down. I called the 0508 number but the line would not ring and after 30 seconds I would hear a recorded message saying 'This page cannot be displayed' and then the line would go dead. I tried several times and on one occasion it rang. There was then a 'welcome to Vodafone, please hold' message and then the line went dead. I could call my mobile ok, and she was on the phone to a friend when I arrived, so I wasn't sure what was happening.

I then put the modem on a different phone jack to find a ST John Ambulance dongle on the phone line. I've never seen one before, it looked like the old line filters you get with the modems. She said she had some kind of alarm but couldn't tell me anything about it. So I plugged the modem in with a filter, and put the ST John 'thing' into the filter as well. The phone still worked, but now the modem was giving 8.1Mbps and the laptop was working fine.

Obviously the other phone jack is useless and we can leave the modem on the new one but not having seen this ST John dongle before is there something else I should check ? 

Is there anyone from VF who would be happy to talk to me rather than my neighbour? I can initiate the call from her house if need be and she can vouch for me at the time. I know her account number etc. I would just like to find out what's going on without worrying her too much. She called me on Saturday asking if the modem would catch fire if she left it on over night ;)

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  Reply # 1387181 14-Sep-2015 14:09
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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 # 1387198 14-Sep-2015 14:18
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The St John Ambulance dongle is a "line grabber" for her medical alarm.

You've connected it up the right way.

One thing you should check is does she have any other phones plugged in?  The St John dongle relies on the only phones in the house going through it in order to work properly.  This ensures the alarm can still dial even if there is a phone off the hook somewhere.

She should have a "base unit" somewhere in the house and this would have started to complain loudly when you disconnected the dongle.

 
 
 
 




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  Reply # 1387309 14-Sep-2015 16:50
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Thanks Graeme, I'll check for other phones tomorrow as I didn't think of that. I'll also check for a base unit but seeing as there was no noise when I removed the dongle I assume there isn't one.

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  Reply # 1387315 14-Sep-2015 17:08
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This does not sound like an ISP issue but house wiring / faulty setup, From reading the post you need a dedicated xDSL jack point and master filter installed



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  Reply # 1387319 14-Sep-2015 17:19
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johnr: This does not sound like an ISP issue but house wiring / faulty setup, From reading the post you need a dedicated xDSL jack point and master filter installed

Thanks John, the reason I posted it in the VF forum was because of the issue in getting to the VF helpdesk. I've not had trouble before but with it not connecting and then saying 'This page could not be displayed' seemed really odd.



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  Reply # 1387385 14-Sep-2015 18:47
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0508?  Where did you get that number from?

Sales/Service - ADSL or VDSL
0800 438 448






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  Reply # 1387387 14-Sep-2015 18:53
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It's the number on her invoice.

0508 888 800

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  Reply # 1387430 14-Sep-2015 19:48
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^ residential faults.

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  Reply # 1387434 14-Sep-2015 19:53
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martyyn:
johnr: This does not sound like an ISP issue but house wiring / faulty setup, From reading the post you need a dedicated xDSL jack point and master filter installed

Thanks John, the reason I posted it in the VF forum was because of the issue in getting to the VF helpdesk. I've not had trouble before but with it not connecting and then saying 'This page could not be displayed' seemed really odd.




Was a short outage this morning calling into Vodafone that was resolved in a short time frame

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  Reply # 1387437 14-Sep-2015 19:55
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martyyn:I've not had trouble before but with it not connecting and then saying 'This page could not be displayed' seemed really odd.


Not odd at all, Get done what I advised above and I am sure the end user will have a much more stable xDSL connection

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