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Topic # 185522 26-Nov-2015 10:49
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A local business has been having problems with their internet connection. They have ethernet from the demark to a patch panel which connects to a Netgear modem and then back to various ports on the patch panel and a seperate wifi. They have three desktops connected to the patch panel and one laptop on the wifi and whilst the modem stats said it was connected at around 6Mbps the desktops where getting ~ 1.0Mbps.

We called the helpdesk who told us 5/6Mbps was all we could expect to receive, which didn't sound right to me given they are only a few hundred yards from a cabinet, and that everything was fine from their end. We rebooted the modem, it connected at 6Mbps again, the desktops were working fine and so we left for the day. The next morning everything was back to less than 1Mbps so we went through the same process and I noticed everything was fine for around 5 minutes but the speed nosedived after that.

Another call the helpdesk and they said we had to replace the modem. We did that and saw it connect at 15Mbps with the desktops showing 12Mbps but five minutes later they were back to 1.0Mbps. Another call and they confirmed it was a stable connection, that a port refresh had been done and there was no problem with the line, everything was syncing as expected. So over the weekend we replaced the ethernet from the demark, replaced the modem, removed the wifi, removed all desktops and just sat by the switch with a laptop directly into the new modem. It was reset and reconfigured but the same things happened.

Chorus came out, confirmed the demark and ethernet were fine, confirmed the internal wiring was fine (I wasn't there so don't know what was tested), they said there was a problem in the street and would look into it. That was last Sunday.

We had the following tracert's done this morning in which the tech said 'Hmmmm that's not great' but wouldn't say any more.


Tracing route to []
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.*.*
2 37 ms 22 ms 22 ms []
3 25 ms 24 ms 23 ms [
4 24 ms 25 ms 24 ms [
5 32 ms 32 ms 32 ms
6 32 ms 38 ms 35 ms
7 34 ms 33 ms 34 ms
8 34 ms 33 ms 34 ms
9 34 ms 33 ms 33 ms []

Trace complete.



Tracing route to []
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.*.*
2 23 ms 22 ms 21 ms []
3 24 ms 24 ms 24 ms [
4 24 ms 25 ms 24 ms [
5 159 ms 159 ms 158 ms []
6 158 ms 158 ms 157 ms []
7 158 ms 158 ms 159 ms []
8 158 ms 158 ms 157 ms []
9 159 ms 158 ms 158 ms [31.13.7

Trace complete.

So what do we do from here ? I'm no networking guru, I know the basics, but I can follow instructions :)


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  Reply # 1435033 26-Nov-2015 10:49
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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 # 1435047 26-Nov-2015 10:51
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What are the modem xDSL SYNC stats showing? A Trace route off to Facebook / Trademe adds zero value,

Edit: Further to this you should have a fault ticket with Vodafone that you can follow up on,

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  Reply # 1435081 26-Nov-2015 11:48
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Thanks John,

Is this what you need ?

Link Rate: 14562Kbpps     1080kbps
Line Attenuation: 22.0dB     9.7dB
Noise Margin: 12.1 dB     10.0dB

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  Reply # 1435103 26-Nov-2015 12:19
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You should also have a fault ticket number from Vodafone, You can call back and quote that ticket number and Vodafone can follow-up with Chours

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