FibreX disconnecting frequently

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geoffwnz

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#242972 22-Nov-2018 08:18

Been having ongoing issues with my FibreX connection dropping out frequently for the past two and a half weeks now.

Tech has replaced the TC4400 last week. No change.

Pole connection was replaced along with cables to the house. No change.

Connection ID setting at VF end was changed. Stayed up for 2 hours 25 mins. Then dropped. CSR at that point told me that it had reverted and that they would change it again and lock it down and that he promised me that it would not occur again.

On getting home last night, I find that it has, in fact, dropped out again.

I'm still waiting for the promised 7am on the dot call back (0813 currently).

While I don't mind the odd drop out as I expect that sh!t happens from time to time. This currently makes the service unusable. I cannot do normal things like watching YouTube, Netflix, gaming, cloud backups as they all require a connection.

100GB of mobile data being supplied weekly has limited use as I can't connect my entire network to my phone.

Nothing changed at my end that I'm aware of.
When the drops occur, neither I, nor VF can see the modem but the modem thinks it's happily online with all the normal lights solidly on.

Getting very frustrated with this now and would like a resolution.

MotorDrive Rallying

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#2131562 22-Nov-2018 09:50

Then call Vodafone with the fault ticket number you have and advise issue is still ongoing and requires further investigation

John

geoffwnz

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#2131568 22-Nov-2018 09:55

Linux:

Then call Vodafone with the fault ticket number you have and advise issue is still ongoing and requires further investigation

John

Thanks Captain Obvious. :-/

10 calls so far....
Plus they have not at any stage provided me with any ticket numbers.

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Linux

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#2131572 22-Nov-2018 09:57

@geoffwnz Well then ask them for the fault ticket number and write it down! no need to be rude about it

Geekzone is not an official support channel as it is

John

chiefie

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#2131627 22-Nov-2018 10:27

Wellington?

I have FibreX Max and been good connectivity, but I'm in Christchurch.

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geoffwnz

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#2131650 22-Nov-2018 11:10

chiefie:

Wellington?

I have FibreX Max and been good connectivity, but I'm in Christchurch.

Yep, Upper Hutt.

Been pretty much rock solid since original install. Just started dropping in the last couple of weeks.

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kaczor47

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#2140193 5-Dec-2018 23:12

Also having to reboot modem every 1-2 days. Not sure if this is the same issue, but the tech visit (adjusted power levels) made no difference. (FibreX in Khandallah)

geoffwnz

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#2140284 6-Dec-2018 01:15

Update.
After 12 calls, finally got raised to a manager to take care of. She was very good to deal with. Regular contact with any updates and to check on the status. Excellent coordination of both VF and Downer teams to try to work with the times I was able to be at home.
A total of 3 tech visits, with two confirming that it was not a fault in my hardware despite that seeming to be the default thing to point the finger at by CSR's and the Line people at Downer.
Turned out to be a fault at the main node for the area that has finally been identified and fixed this week.

Tricky to disagnose when seemingly only one customer is affected, but after basically all cables had been replaced and the tech on site during one drop out confirming it was nothing inside my property, you'd think they'd stop blaming the customer equipment.

However, problem now seems to be resolved with it back to being stable and online with my usual speed range.

MotorDrive Rallying

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daverobinson

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#2162333 16-Jan-2019 21:55

Oh great - so I have 12 phonecalls to make before mine's sorted also - Yay!

I upgraded from VF Cable connection to FibreX on the 24th Dec - since then, it's dropping at least daily, and usually requires a restart of the provided Technicolor Modem - I haven't been here for all failures, but it does eventually right itself - eventually! A restart is the faster option. Restarting the router doesn't work, as it fails to gain an IP address.

I'm in Christchurch with an almost faultless connection on my old plan, however the IP address they assigned in a WGN based one (a muckup with provisioning on day one) Fingers crossed that doesn't cause issues in their fault finding mission

Shall keep you posted on progress, and hope for a faster resolution.

Linux

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#2162337 16-Jan-2019 22:08

It will be just a poor connection somewhere and should be easily fixed

John

epr

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#2162377 17-Jan-2019 07:13

I had no end of trouble with fibrex my solution has been to get fibre, so few problems compared to that rubbish cable connection, never happier than when i got rid of vodafone and I went from rebooting my modem about 2 times a day to far less than once a month. Best solution someone suggested was a remote control plug that so I could reset the modem without having to have to get to it cost about $13 brand is Arlec got it at Bunnings.

Rickles

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#2162404 17-Jan-2019 08:58

FWIW, over last week my HFC connection (Wellington) was very variable for uploading speeds … Shaun from VF and this Forum contacted me and we tried a few remedies. In the end a tech visited and replaced the outside junction/spike box. Only 18 months old but was corroded and rattled when shaken

Was replaced with updated model, as well as new inside cable end … tech's meter then showed maximum spec for Fibre200.

stocksp

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#2162408 17-Jan-2019 09:11

epr: I had no end of trouble with fibrex my solution has been to get fibre, so few problems compared to that rubbish cable connection, never happier than when i got rid of vodafone and I went from rebooting my modem about 2 times a day to far less than once a month. Best solution someone suggested was a remote control plug that so I could reset the modem without having to have to get to it cost about $13 brand is Arlec got it at Bunnings.

I've been on fibre, and now fibre x since it was first available. Apart from the legendary Island Bay congestion of a couple of years ago, it has generally been pretty good. I get around 870 Mbps of a speedtest and its pretty reliable (although like a previous poster, I think the pole connections on the street are sometimes a bit dodgy and occasionally need to be replaced).

Fibre is coming to our street Sept 19 (it has been a long long wait) and I will need to decide whether to get it to the house. I'm sure there will be some faffing about, and not looking forward to having our newly laid driveway dug up - and have seen some nightmare stories about chorus installs.

However, I'm keen to have choice, and frankly I live in dread of ever having to try and contact VF on their phone (my life is too short for the eternal waiting and shunting between different people), so I suppose I will need to bite the bullet. Roll on Sept.

Sideface

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#2162442 17-Jan-2019 10:08

stocksp:

I've been on fibre, and now fibre x since it was first available. Apart from the legendary Island Bay congestion of a couple of years ago, it has generally been pretty good. I get around 870 Mbps of a speedtest and its pretty reliable (although like a previous poster, I think the pole connections on the street are sometimes a bit dodgy and occasionally need to be replaced). ...

I have been on (HFC DOCSIS 3.1 200/20) "FibreX" since the day it was launched, and I live in Island Bay.

Apart from some early teething problems with the new technology, "FibreX" has performed very well, with no outages or peak congestion.

Even better, a brand new HFC node/cabinet has recently been installed at the end of our street.

Over the last 12 months I have had no outages, and have never had to reboot my modem.

The only time I need to reboot my router is to upgrade firmware.

HFC "FibreX" is now a reliable technology in Island Bay.

Late this year the "real fibre" option is coming to our street, and I will find it a surprisingly difficult choice to make - even though I have been lusting after UFB for 10 years.

In short, "FibreX" outages can no longer be considered "normal".

Sideface

daverobinson

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#2163194 18-Jan-2019 13:52

Update!

Hi guys n girls,

We've been logging the disconnections with VF FibreX, and can see they're occurring 2 ~ 3 times daily. It does resolve itself, but can take upwards of an hour to do so. Restarting the Technicolor Modem resolves it within a minute or two.

So I made the call to VF about our regular disconnections (appx 2 ~ 3 daily), and although I wasn't hoping for much initially, we've managed to secure a technician to come out Monday morning (now Friday)

I know VF support gets a bad rap, but so far, I'm impressed! Good on ya Vodafone :)

Shall keep you all informed

Rickles

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#2163364 18-Jan-2019 17:07

While on this subject of FibreX, I note that my Ultrahub settings show DNS security to be OFF … this was the default setting.

However, on the same page it states "Keep Secure DNS on …".

Which should it be?

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