Update: 21/04

Some of our customers have requested more specific information regarding the issue.

Telecom is still investigating the problem, but they have advised customers whose routers have a BroadCom chipset (specifically BCM6338) appear to be more affected, than customers using routers with other chipsets.

Several popular brands of router (including Dynalink) use this chipset.

Telecom has recently released the following Wholesale informer, and Slingshot is continuing to work with them to ensure a swift resolution to this issue.

Original Message: 11/04

Telecom New Zealand has a program of work to gradually upgrade most telephone exchanges to ADSL2+.

These improvements will result in better broadband speeds and performance for Slingshot customers, however Telecom have advised of a known issue that is impacting selected customers after the migration to the new equipment.

The issue appears to be related broadband routers with a specific chipset.
The symptoms include frequent disconnections, or in some cases a connection that is completely down and needs to be manually reset.

The issue also appears to be related to the condition of the phone line, including distance from the exchange and line quality.
Customers whose Broadband connections were not previously affected by these line conditions, may now begin to experience the above symptoms after their telephone exchange has been upgraded.

For more technical customers, this means you may lose the PPP portion of your connection and Slingshot’s helpdesk needs to work with Telecom to restore the service.

Slingshot is actively working with Telecom to ensure a swift resolution and will update this message as more information comes to hand.