Vodafone Fibre X Max (Ultrafast HFC Max??) Intermittently drops

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theflinch

21 posts

Geek

# 252867 14-Jul-2019 19:43

I'm just wondering if anyone else is having similar issues on Voda's Fibre X Max. We're based in Upper Hutt

For the past several (since April I think) weeks, we've been experiencing seemingly random dropouts. Each lasting 2 minutes. Doesn't seem to matter what we're doing, light browsing, using Vodafone TV, streaming Netflix etc. Our network stays up and all device can still see the network, but just can't get out to the internet. When I notice the internet not working I check Ping Plotter and the first hop out is timing out. And it's always for 2 minutes. We just wait the 2 minutes and everything comes back up. The lights on the TC4400 look fine while all this is happening.

Over the course of the last few weeks and the agony dealing with Voda 'Ninjas'; We've had our line checked which was fine,Technicolor TC4400 Docsis modem replaced, even sent out the 'awesome' Ultrahub to eliminate an issues with my own router, several reboots and factory resets later and the issue still occurs.

I'm at my wits end, and just wondering if anyone else has a similar issue and got theirs fixed? I'm not expecting a fix here, obviously, and will probably call the 'support' line again when the annoyance of the dropouts outweighs the dread of repeating myself yet again on the helpdesk and getting the 'we will surely fix this for you' comment.

We're unfortunately on a contract so stuck for another 7ish months. I read somewhere we might be able to break the contract without ETCs as it hasn't been fixed for more than 14 days, is that true?

Anyway, sorry for the whinge. Looking to hear from anyone who is having or had a similar issue/experience.

Cheers.

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# 2276496 14-Jul-2019 20:13

The short answer is no.

I'm in Island Bay (once notorious for cable outages) and have been on "FibreX Max" (now "Ultrafast HFC Max") since the day that it became available in late 2016.

Not a single outage since then - in marked contrast to my horrible old DOCSIS 3.0 cable connection.

The connection is monitored by Sam Knows:

(click to view)

Sideface

Linux

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# 2276536 14-Jul-2019 21:09

One person supports this post

Will be a bad connection somewhere call VodafoneNZ and insist a fault ticket is logged and ask for the fault incident number and don't hang without it and write it down

DodgerNZL

17 posts

Geek

# 2276543 14-Jul-2019 21:22

I get the same sort of thing here in Lower Hutt.

Connection is a FibreX-Max, I can almost always get the connection to drop if I max out the speed (large download from Steam, Google Drive etc)

Just loose connection and unable to ping outside of the local network (am able to access router fine, pings to 1.1.1.1 fail).

After about 2 minutes it comes back.

I've swapped Routers, switches , cables, and updated windows drivers and still no luck.

Had a tech over yesterday to sort out a vodafone TV install (thats been broken since April :/) and of course I couldn't get the link to drop while he was here :(

theflinch

21 posts

Geek

# 2276559 14-Jul-2019 22:24

Linux: Will be a bad connection somewhere call VodafoneNZ and insist a fault ticket is logged and ask for the fault incident number and don't hang without it and write it down

I've done that once. Will do so again once I decide I can put up with the frustration 😬.

gaddman

187 posts

Master Geek

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Vodafone NZ

# 2276725 15-Jul-2019 09:15

@theflinch and @DodgerNZL - if you want to PM me your account details I'll take a look.

djjosheenz

4 posts

Wannabe Geek

# 2277133 15-Jul-2019 16:25

@gaddman - I am also finding that my FibreX Max service is impacted in the same manner. This post is for visibility but I'll drop you a PM.

Thanks

theflinch

21 posts

Geek

# 2277342 15-Jul-2019 20:46

@gaddman not sure if this helps. Have a few of these now.

djjosheenz

4 posts

Wannabe Geek

# 2277604 16-Jul-2019 09:24

I'll get pingplotter going as well with some alerts to see if I can catch my outages too.

Linux

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# 2277620 16-Jul-2019 09:32

When you are moved to the DOCSIS 3.1 HFC network the connection is far more sensitive to a poor connection somewhere in the network and these need to be found and fixed

theflinch

21 posts

Geek

# 2277818 16-Jul-2019 16:45

So got a call from Downer to arrange on site tech visit (will be the 2nd tech visit). I take it this is a result of PM'ing Gaddman. Appointment set for Monday.

Not sure what other tests they're going to run as they've already replaced, TC4400 and done a line check etc. We'll see.

@djjosheenz and @DodgerNZL did either of you hear from a tech at all?

DodgerNZL

17 posts

Geek

# 2277861 16-Jul-2019 18:14

@theflinch, No. i haven't reported a fault yet as I've been trying to sort out the migration\renewal of my FibreX account since April (now almost sorted) and I didnt want to add to the list.

I mentioned it to the tech who was in for the vodafone TV and phone wiring, but wasn't able to crash it at that stage.

When they return to sort out the phone, I'm going to try again.

djjosheenz

4 posts

Wannabe Geek

# 2277901 16-Jul-2019 19:08

No, haven't heard from anyone yet. Been running PingPlotter all day with no drop outs recorded yet.

Will reserve judgement until I capture some hard evidence of the loss.

Interested to see the outcome either way.

theflinch

21 posts

Geek

# 2277910 16-Jul-2019 19:24

DodgerNZL:

@theflinch, No. i haven't reported a fault yet as I've been trying to sort out the migration\renewal of my FibreX account since April (now almost sorted) and I didnt want to add to the list.

I mentioned it to the tech who was in for the vodafone TV and phone wiring, but wasn't able to crash it at that stage.

When they return to sort out the phone, I'm going to try again.

Haha good call on not adding to the list. I had a static IP issue (which a Ninja caused) while having the dropout issue and at the time a speed issue. I think it confused them greatly having more than one issue to deal with. At least that's the impression I got with their line of questions for troubleshooting etc.

djjosheenz:

No, haven't heard from anyone yet. Been running PingPlotter all day with no drop outs recorded yet.

Will reserve judgement until I capture some hard evidence of the loss.

Interested to see the outcome either way.

It will probably happen. For us, I won't see any drop outs for a couple days, then the following day I'll get a couple in a row. I feel like I get more dropouts if one of us is streaming something via Vodafone TV or Apple TV and the other is browsing or streaming music and doing a couple other things. I didn't think only 2 of us would cause that much stress on a Gig line. I guess when the speed gets maxed out like @dodgernzl and it poos itself.

Another thing I didn't point out is we were on FibreX 200 and had no dropouts at all, well except the odd 'expected' one or two. As I stated in original post we were having these issues since April which is when we upgraded to FibreX Max. We also renewed our contract which I regretted as soon as I realised how terrible going through the helpdesk is. It has been quite a while since we've had issues so haven't had to deal with the helpdesk for a long time, but I really don't remember it being so hard.

Anyway, bring on Downer.

Baldkiwi

1 post

Wannabe Geek

# 2280777 21-Jul-2019 15:18

16 July

Contacted Vodafone reported problems with Legacy Vodafone TV box, every minute or two it would pixelate, and sound would drop off occasionally.

Understand TV box is very old and no longer supported, agreed to upgrade to the new Vodafone TV which should solve all problems.

I agreed and decided to also increase my plan to Ultrafast HFC Max as well.

17 July

After researching I contacted Vodafone and advised that I’m still keen to upgrade bandwidth plan and go ahead with new Vodafone TV install, but would like to just go with the free to air channels and remove all sky channels. I was advised this will be ok but to go ahead with the installation as it has already been scheduled for 20th July and then I can ring in to change the plan.

18 July

Still experiencing TV problems and started experiencing a new problem of the internet dropping off occasionally, also very poor internet speed occasionally.

20 July

Downer contractor visited (can’t remember his name but very professional, friendly and helpful ), after explaining my problems he was hesitant to install the new Vodafone box as it was totally reliant on the Internet and didn’t want to leave me with No TV as well. I Showed the contractor my speed test results and he witnessed an upload speed of 0 Mbps and the download speed rapidly changing between 100Mbps and 0Mbps. He replaced the cable connection into the house and the internal cable from the wall to the ‘cable device’ both very old and from early Telstra Clear. We checked speed test again and had good connection of 600Mbps and 95Mbps and so went ahead with the Vodafone TV install.

I wasn’t convinced all problems were solved and after discussions with the Downer contractor, he left me with a spare modem that I could plug in to help troubleshoot connectivity problems if they arise again (very helpful).

My next door neighbour saw the contractor and also mentioned he had been experiencing same problem with his legacy Vodafone TV}

21 July

I have been experiencing seemingly random Internet dropouts. Each lasting 2 minutes. Doesn't seem to matter what I’m doing, light browsing, using Vodafone TV, streaming Netflix, downloading etc. (Vodafone TV is very annoying when internet connection not stable however the interface is quite good)

I have plugged the other modem (Black) into the second port on the ‘cable device’ to help diagnose the problem and found that the connection drops at the same time as the first modem (White), WIFI speeds etc are very up and down with both devices and they both drop out, same time at the most ‘inconvenient’ times.

After looking at forums etc, I am now thinking these problems are more widespread than my house and hopefully Vodafone will rectify ASAP.

Fibre has just been installed in street so other options are available…

theflinch

21 posts

Geek

# 2280956 21-Jul-2019 20:28

yay. another 2 minute drop that probably won’t happen while the tech is on site tomorrow morning.

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