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1188 posts

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DR

#223127 14-Sep-2017 09:08
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General moan here, but long story short, I got tired of repeated disconnections on my FibreX account which required power cycling the FibreX modem.  This was especially inconvenient since the modem is in the basement accessible via an outside door, and is where the network hub is sited.

 

I complained that I wasn't getting a useful service, and they confirmed the constant dropping out.   Their customer retention team agreed to provide me with a 4G modem as a backup device as I wanted and needed redundancy and to reduce the price they gave me a bundled price with reduced capacity on the fibreX.

 

Off overseas to China for a month, and I find myself firewalled from gmail, amazon, aws, github, facebook, reddit, youtube i.e. the world as I knew it!  VPNs are going to be illegal for personal accounts from Jan 2018 and most are currently blocked right now, but I did find that RDP is not being blocked.

 

I managed to RDP to my desktop when my fibreX was working, but found that my backup 4G modem then stops working a week before I get home.  So, with both down I have no access to the world.

 

And the reason?  They blocked my 4G access because it wasn't being paid!  Even though I was given a bundled price by customer retention and they were going to make the deductions :(  And how do I know that was the reason?  Because they sent a SMS to the 4G modem!!  Yes, I know that they're dropping their ISP email services, but when do you notify customers by SMS to a 4G home service device?

 

And technical support confirmed the non-payment ( or rather, their failure to make the correct deduction ) and told me that it wasn't possible because they have different bank account details for the two services.

 

I'm waiting for customer retention to get back to me as I need seriously to find a competent provider.

 

 


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  #1865038 14-Sep-2017 10:24
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Request fiber to replace fiberx I'm sure there is a post about this somewhere on here.




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  #1865180 14-Sep-2017 12:01
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ETA in Karori is July 2019.  I need something in the meantime.  


 
 
 
 


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  #1865182 14-Sep-2017 12:05
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Was the old cable good? Can you return to your old plan




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  #1865220 14-Sep-2017 12:35
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It had enough outages for me to have wanted to change.

 

Maybe I should just go to VDSL for the next couple of years.


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  #1865228 14-Sep-2017 12:55
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gchiu:

 

It had enough outages for me to have wanted to change.

 

Maybe I should just go to VDSL for the next couple of years.

 



It sounds like you need a redundant connection alongside the FibreX. Have you considered the smallest bigpipe plan, isnt it 5/1mb/s?
What if your VDSL goes down then you will be in the same boat. If you are offshore then you can only blame yourself for not having redundancy. I know you had that 4G modem but like I wouldn't rely on that. 




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  #1865229 14-Sep-2017 12:57
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Coil:

It sounds like you need a redundant connection alongside the FibreX. Have you considered the smallest bigpipe plan, isnt it 5/1mb/s?

 

 

That's fibreoptic? No fibreoptic in Karori for another couple of years.


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  #1865231 14-Sep-2017 13:16
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It's ADSL.


 
 
 
 


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  #1866293 14-Sep-2017 15:08
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Behodar:

 

It's ADSL.

 

 

 

 

Thanks for clarifying. 

 

 

 

$69 Reduced speed, lower cost.

 

 

 

 

 

Entry-level broadband, but with Bigpipe benefits: No data caps, no throttling, and expert online support.

 

 

 

 

 

Up To 3 Mbps Download

 

 

 

 

 

Up To 1 Mbps Upload

 

 

 

 

 

 


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  #1866419 14-Sep-2017 18:35
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My way of skinning the cat would be home automation to power cycle the modem when the internet isn't accessible. Alternately just a timer switch to reset it every day in the early hours.



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  #1866465 14-Sep-2017 19:38
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dylanp: My way of skinning the cat would be home automation to power cycle the modem when the internet isn't accessible. Alternately just a timer switch to reset it every day in the early hours.

 

 

 

We think the same way.  I ordered some Sonoff Wifi switches a couple of weeks ago from Aliexpress but they haven't arrived yet.

 

However, power cycling the modem didn't always work hence the frustration with this whole business.


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  #1867040 15-Sep-2017 18:01
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Behodar:

It's ADSL.

Technically you can call ADSL some sort of FibreX too. Since the 'last mile', or the line that actually comes into your house, is the same as vodafone's FibreX, which is still copper (copper coaxial cable) ;)


Can you check your signal level and see what your SnR/power level is like for the docsis 3.1 cable?

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  #1867060 15-Sep-2017 19:48
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gchiu:

dylanp: My way of skinning the cat would be home automation to power cycle the modem when the internet isn't accessible. Alternately just a timer switch to reset it every day in the early hours.


 


We think the same way.  I ordered some Sonoff Wifi switches a couple of weeks ago from Aliexpress but they haven't arrived yet.


However, power cycling the modem didn't always work hence the frustration with this whole business.



The sonoff switches are fun, I do recommend them.



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  #1867282 16-Sep-2017 13:32
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danza:

Can you check your signal level and see what your SnR/power level is like for the docsis 3.1 cable?

 

 

 

How would I go about this?  They did replace the fibreX modem but the tech said it's new technology and probably won't fix the issue. And I just need to cold reboot when it happens.


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  #1867288 16-Sep-2017 13:57
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gchiu:

 

danza:

Can you check your signal level and see what your SnR/power level is like for the docsis 3.1 cable?

 

 

 

How would I go about this?  They did replace the fibreX modem but the tech said it's new technology and probably won't fix the issue. And I just need to cold reboot when it happens.

 

 

 

 

'just restart it' is a bandaid to a problem....

 

 





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


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