[WXC/VFX] help what can we do now?

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Dreamy

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# 18767 23-Jan-2008 09:11

i was on broadband xtra
then i changed to xnet approx 3 weeks ago.
since then i have had 4 techs out to see why my broadband keeps dropping.
i have worked out it drops each time i use the phone in or out of my house.
i dont even have to answer the phone just pick it up and open the signal
i have a splitter on my line as i have a house alarm thru the phone line.
they have replaced the lines checked all the jack points (3 of them)
replaced the splitter yesterday. the tech checked and rechecked the phone after replacing the splitter
after alot of phone calls to my house and no drop we were all happy
then 3 hours later a phone call and disconnection of our broadband.
its only for a few minuets then this disconnection happend about 4 more times last night.
not even because of a phone call.
before the splitter was changed it would disconnect for several minuets to several hours.
i am not blaming xnet. i did have some very brief disconnections with xtra but not to this level
I have three computers and 1 laptop all online 3 wireless and 1 hard wired.
can anyone help. the xnet team are amazing with their help

~~Dream.Catcher~~
iPhone 4s 16 GB, Ipad2 32gb
windows 7 computer

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# 106231 23-Jan-2008 10:15

Dream catcher,
   I have very similar problem with my house line although I have not gone to the extent to recheck my house wiring. In my case, I was able to locate an outlet that will sustain at least 1 phone that will not drop off the broadband but I also notice that there is a drop in my speedtest. Once I add another phone then I encounter this phone line drop if I use a specific phone unit and will only drop if the other unit handset is lifted. Doesn't matter if I call or not, the minute it is lifted then broadband drops.
   I suspect my house wiring might not be have a strong signal to carry 2 phones simultaneously. I have not yet verified this. How many phone units have you installed? In my case 1 phone unit has 1 wired and 1 wireless slave unit. My second unit is a wired phone with no slave, if I put my DECT phone with 2 phone cordless unit then broadband drops until I remove the phone from the plug. At least the wired phone unit, only drops it but returns my broadband connection as soon as I put down the phone. Downside as well is my broadband speed drops from 2mbps to 700kbps when it is in this configuration.
   That is why I was looking at VFX to have more phones and without affecting my broadband speeds or drop line occurences. So far so good and monitoring my VFX for 1 week and so far all is well.
   I will monitor this topic if reply back once in a while on what I see as I trouble shoot my line as well.

Spyware

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# 106238 23-Jan-2008 11:01

mf26: You have filters on your phones??

Ross

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mf26

32 posts

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# 106243 23-Jan-2008 11:17

Spyware,
I do have filters on the line, on modem and phones. Still same problem.

Dreamy

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# 106246 23-Jan-2008 11:41

I have 3 phone jacks all with phones attached. but i did disconnnect all phones from their jacks and called in to my house and the same thing happened. I am thinking of getting my alarm disconnected from the phone line to see if that helps.
just phoned my alarm provider haha more money spend $150 first hour $35 each hour after with any repairs extra and all because they did not put my alarm in they brought the company out that did install the alarm. boy isnt the interent fun lol

~~Dream.Catcher~~
iPhone 4s 16 GB, Ipad2 32gb
windows 7 computer

BobW

90 posts

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# 106269 23-Jan-2008 13:08

Do you have SkyTV? If so, check that the Sky box has a filter on its telephone connection.

I suggest this because we had a similar issue when we switched from Xtra to xnet.

The broadband connection was (mostly) stable with Xtra, but became unstable with xnet as the ISP. After much investigation, and frustration, the cause turned out to be the SkyTV MySky box. Specifically, unknown to me, the MySky box didn't have a filter on its telephone connection. The lack of a filter hadn't caused any apparent problems when we had Xtra as our ISP. But with xnet as our ISP, the lack of a filter on MySky caused the broadband connection to drop when there were incoming/outgoing phone calls (I don't know why, something to do with the unbundled bitstream arrangements perhaps?). Putting a filter on the MySky telephone connection solved the problem -- the broadband connection has been stable ever since.

Bob.

Dreamy

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# 106404 23-Jan-2008 22:13

thanks for the comments . its nice (in a strange way) to know that others have had similar problems . we had been thinkig we are a pain in the butt to xnet and telecom techs and felt at some stages we had been doing some thing wrong.
we have a splitter on our phone line as we have a monitored alarm. and the connection will drop even if we unplug all our phones and sky and then ring in.
feels like we have dial up again .. the bad old days.

~~Dream.Catcher~~
iPhone 4s 16 GB, Ipad2 32gb
windows 7 computer

Spyware

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# 106418 23-Jan-2008 22:49

Xnet should still be on the case. Your last comments indicate (to me) a fault in exchange equipment.

Ross

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insane

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# 106568 24-Jan-2008 18:03

have you tried switching your ADSL profile to ADSL1 only (someone will need to do this through faults). Some modems dont play nicely with the new ISAMS and there is a known fault with them.

Doing that sure made my line a bit more stable... I wasnt getting any benifits from ADSL2+ profile so no need for it.

And in case they have not done so already, get your SNR put on the high noise profile too. 15dB.

Spyware

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# 106610 24-Jan-2008 20:42

Dreamy, can you please post, sync rates, attenuation and noise margin figures.

Ross

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Dreamy

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# 106715 25-Jan-2008 12:01

one shows disconnection and one shows when connected

EDIT RC: Images shown for you

~~Dream.Catcher~~
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Spyware

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# 106788 25-Jan-2008 20:08

Hi dreamy, what is your estimated distance from telephone exchange?, can you get hold of another router??

Ross

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insane

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# 106834 26-Jan-2008 01:08

well his attenuation would suggest that he is 3.4Km from the exchange, providing he doesnt have something wring with his wiring or long extension cables.

And that SNR of 9 looks a little suspect.

richms

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# 106835 26-Jan-2008 01:57

The upstream of 64kbps is somewhat worrying - even when my line was underwater and only got vauge crackles on a phone instead of a dialtone my upstream was still good.

Richard rich.ms

Niel

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# 106849 26-Jan-2008 09:19

Perhaps the modem is plugged into a line filter?

You can never have enough Volvos!

Dreamy

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# 106872 26-Jan-2008 12:52

well, we had a tech out again yesterday, lucky #6 we hoped. he replaced the splitter (again) in case it was a faulty one, rewired a jackpoint & disabled the jackpoint in the lounge...he said when that one was connected the line <quality i think he said> dropped when he picked up the line. once it was disabled, everything worked great, high speed up and down (i'm on fs up/down) so i was happy.... :-D

until about an hour later when it dropped again, and the speed went back to being crappy. at that point i had had enough of it for awhile so we just went out with the kids and had a great afternoon lol

in answer to a couple of questions above:

-we have tried a different router, mine is a belkin and i used my dad's dlink as well, both with the same result.

-i'm not sure on the distance to the exchange, i'm in papatoetoe by aorere college, and i think the nearest exchange is in otahuhu somewhere, but can't be certain....is there a list that would show me? i usually go by the attenuation as well.

-the modem is not plugged into a line filter...the line is split and we have a dedicated adsl jack. none of the phones are filtered either, as my understanding is we don't need them with a splitter. would it hurt to try it? so that would be a double filter in effect because of the splitter, would that do any harm?

-64 up isn't typical, that's the lowest i've ever had though. when it's acting up, we're usually around 160-250 or so, still pretty crappy.

-insane: who do i get to switch me to adsl1 only? is that done by telecom or is that a setting in my router?

the weird thing is, that although it will drop when we pick up the line, or if we receive a call, it doesn't always do it...once we've been on a call or have tested the dropping thing several times by opening the line, it seems to be stable for about 10 mins, then it drops again. we've unplugged all phones and called in, and the adsl drops, so it's not our phones. and some days it's great, doesn't drop at all, have high speeds...then the next day is crap again.

also, there are times that it drops when we haven't received or made a call, so not sure what that's about.

right now i'm on 3904 down, 768 up (not bad, but not what the line is capable of, i've been in the 5000's down and 900's up sometimes, but maybe since it's saturday... noise margin 14.6 down, 16.0 up. attenuation 47.0 down, 29.0 up. and (knock wood) so far it's been stable. will be ringing again to get another tech sent out. this is so frustrating!

~~Dream.Catcher~~
iPhone 4s 16 GB, Ipad2 32gb
windows 7 computer

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