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104 posts

Master Geek


Topic # 22941 12-Jun-2008 15:16
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Hi guys,

I hate to ask this here, but I just got off the phone to support and the guy I spoke to wasn't that reassuring. (On a scale of things, I felt that I was boring him and didn't get much of an answer to the question "Should I wait for you to call or should I call back. If the latter, when?"

Anyhoo, I've been a Fusion customer for around 2 months I think. Pretty happy, and already reccoed a mate on to you.

However, in the time we have been on the service, we have experienced very low sync speeds, and continual drop-outs. The consitantly low sync speeds on two different modems points to a line issue. I think everyone agrees there.

You guys have had Telecom run some sort of Analysis 3 times now. The second time, I was told something along the lines of "You were plugged into an ADSL2 port and Telecom has put you into an ADSL1 port now". I noticed a great improvement in dropouts after this. The record still stands at just over 3 days. Sync speed did not change at all. (Pushing to get over 800k at the modem, any time of day)

Drop outs appear to have gotten worse this last month. a few a day usually. Bit of a pain obviously when the phone gets cut off mid chat.

What I was wanting to ask (after the unassuring chat with support) is if I can get a confirmation that Telecom is being put onto this for us. I'm not sure what their policy is on this, and whether they insist (to you) to run another of these analysis things for a fourth time, but just about everyone I have spoken to is guessing a line fault in the area. If I am correct, we are only 2.5kms from the Takapuna exchange.

Again, sorry for asking here. I've got nothing but good things to say about you fellas and I'm smart enough to work out that this isn't a fault at your end. It's just that your help on these forums has been fantistic since I signed up.

Let me know if you want me to PM my username. You've managed to find my account before without it.

Cheers
Aaron

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104 posts

Master Geek


  Reply # 137644 12-Jun-2008 15:17
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Just read your sticky. I didn't get a ticket number over the phone sorry.

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  Reply # 137650 12-Jun-2008 15:43
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will get back to you......




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  Reply # 137660 12-Jun-2008 16:30
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Hi Aaron,

I can confirm the tech mentioned in the post above has requested a Telecom Tech visit the location.

TCNZ Estimated Restore Time: 13-06-2008 12:00 -  should be on-site before lunchtime tomorrow.  I'll be keeping an extremely close eye on this fault and will follow up with you tomorrow.

Thanks
Cameron







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  Reply # 137678 12-Jun-2008 18:31
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Funny... Im on hold now to Xnet regarding my similar issue.... Xnet staff have been great but Telecom havent :(




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Reply # 137692 12-Jun-2008 19:24
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xpd:Xnet staff have been great but Telecom havent :(


If your internet is with worldxchange, you should be dealing with worldxchange...




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Master Geek


  Reply # 137699 12-Jun-2008 20:03
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Cameron/Maverick, as always, the fact that you knock around on these forums and give support like this is a god send other ISP's should have "why didn't we think of that" moments over.

Do I need to be here when TCNZ show up?

Cheers
Aaron

xpd

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  Reply # 137700 12-Jun-2008 20:18
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cokemaster:
xpd:Xnet staff have been great but Telecom havent :(


If your internet is with worldxchange, you should be dealing with worldxchange...


Yeah but Xnet/WX send Telecom out dont they ? :) (well, TC contractors at least)




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  Reply # 137702 12-Jun-2008 20:21
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Aaryn015: Cameron/Maverick, as always, the fact that you knock around on these forums and give support like this is a god send other ISP's should have "why didn't we think of that" moments over.

Do I need to be here when TCNZ show up?

Cheers
Aaron


Your issue is similar to mine which has been an issue on and off for 2 years........  TCNZ usually dont bother checking internal jackpoints etc... both times for me theyve checked the line at the green box..then the point where it comes into the house, then the exchange. In theory, anything inside your house is your issue.





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  Reply # 137718 12-Jun-2008 22:05
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Hi Aaron,

Have you sorted the internal cabling yet? I remember discussing this with you some time ago:
http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=21100&page_no=3




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

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  Reply # 137743 13-Jun-2008 08:03
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Aaryn015: Cameron/Maverick, as always, the fact that you knock around on these forums and give support like this is a god send other ISP's should have "why didn't we think of that" moments over.

Do I need to be here when TCNZ show up?

Cheers
Aaron


That will depend on whether or not the tech finds any issue at the exchange.  The tech should call before visiting the location, however sometimes you'll get tech's turning up prior to calling - bit of a mixed bag.

Either way if you're not there they should leave a card with their details,

Thanks
Cameron








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  Reply # 137744 13-Jun-2008 08:11
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Aaryn,

Out of interest, what type of router are you using? Where in Takapuna are you? I've got another client with the exact same fault in Takapuna.

Regards,
Tyler




Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.



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Master Geek


  Reply # 137829 13-Jun-2008 15:16
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coffeebaron: Hi Aaron,

Have you sorted the internal cabling yet? I remember discussing this with you some time ago:
http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=21100&page_no=3


Nope, nothing has been done there mate until we rule out Telecom's side because:
a) it's cheaper
b) we rent and they ain't to happy about us playing around there until we prove it's not external.

I don't want to upgrade cabling in the house only to find it does nothing anyway.

exportgoldman:
Aaryn,

Out of interest, what type of router are you using? Where in Takapuna are you? I've got another client with the exact same fault in Takapuna.

Regards,
Tyler


We're in Northcote. Top of Ocean View. Taka seems to be our nearest exchange on a map I've seen, but I'm guessing there.

We have a modem/router setup. WRP400 is the router.

At first, we had an AM300 for the modem. But I changed that to a Dlink 504T as those ones allow the router to connect automatically when it drops out and reconnects to the net. The AM300 didn't, you either had to hard reboot, or login to the AM300 control panel and release/renew the IP Address.

Cheers

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  Reply # 137831 13-Jun-2008 15:47
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your off the berkenhead exchange. and about 3k away. you { without knowing ur exact address } have a very high db loss as well around 35db. i think that could be the reason why.




Anything I suggest or say is my own thoughts and not provided by anyone else unless stated

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  Reply # 137939 14-Jun-2008 10:03
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Aaryn015:
coffeebaron: Hi Aaron,

Have you sorted the internal cabling yet? I remember discussing this with you some time ago:
http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=21100&page_no=3


Nope, nothing has been done there mate until we rule out Telecom's side because:
a) it's cheaper
b) we rent and they ain't to happy about us playing around there until we prove it's not external.

I don't want to upgrade cabling in the house only to find it does nothing anyway.


Fair enough; although this can be very easily pre-tested before any cabling work gets done, in fact that's really what a Chorus tech could have quite easily done to start with.




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com




104 posts

Master Geek


  Reply # 138671 17-Jun-2008 11:46
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NZFINEST: your off the berkenhead exchange. and about 3k away. you { without knowing ur exact address } have a very high db loss as well around 35db. i think that could be the reason why.


Thanks for the clarification. Is the distance from the exchange (about 3km) the reason for the high db loss? Or is a Birkenhead exchange issue?

In any case, the Transfield technician just called. I'm meeting him at my place in about 45mins, so hopefully I can get some sort of explaination on this problem.

Cheers for everyone's feedback. I'll post the outcome of this visit later.
Aaron

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