Chorus Maintenance in Whangarei

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AotearoaCraig

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#257145 17-Sep-2019 18:54

Hi @ChorusNZ ,

Can anybody shed some light on whether there is maintenance being done on broadband supply in the Maunu area of Whangarei at present? I have a Vodafone VDSL router which, on a good day will download data at 20 Mb/s, but for the last 48 hours, it's been consistently around 0.5 Mb/s. It took an hour and three separate phone calls to the so-called 'tech ninjas' at Vodafone for them to finally tell me that local maintenance may be the cause of the fault. This AFTER them going through the predictable check-list, which completely disregards my actual situation - I was asked THREE times to perform a factory reset of the router, so I lost all my customisation settings needlessly. My broadband is now essentially at dial-up speed, no Netflix for me tonight. :-(

FRUSTRATED of Maunu.

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meow
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#2319382 17-Sep-2019 19:15

Maintenance happens - this is ongoing on the Chorus network.

This does sound like you've got a line fault and Vodafone should have logged a fault to get this investigated instead of blaming it on Chorus and calling it a day.

Have you attempted a router reboot? Also, how are you testing? Have you tested over Ethernet to confirm it isn't a problem with your wireless? Really, if you're wanting help on here you need to provide a little more information such as your router model, your line stats etc.

This is also not "dialup speeds" - read this post: https://www.geekzone.co.nz/forums.asp?forumid=49&topicid=78340

Michael Murphy | https://murfy.nz
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hio77

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#2319398 17-Sep-2019 19:44

Is your sync rate changing or just the throughput?

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AotearoaCraig

6 posts

Wannabe Geek

#2319471 17-Sep-2019 20:47

Vodafone HG659 router stats. My PC is connected to the router via ethernet cable

DSL synchronization status: Up
Connection status: Showtime
Upstream line rate (kbit/s): 1254
Downstream line rate (kbit/s): 17866
Maximum upstream rate (kbit/s): 1254
Maximum downstream rate (kbit/s): 18611
Upstream noise safety coefficient (dB): 6.7
Downstream noise safety coefficient (dB): 10.3
Upstream interleave depth: 0
Downstream interleave depth: 0
Line standard: VDSL
Upstream line attenuation (dB): 10.7
Downstream line attenuation (dB): 27.5
Upstream output power (dBmV): 10.5
Downstream output power (dBmV): 18.6
Downstream interleave depth: None
DSL up time: 0 days 2 hours 24 minutes 15 seconds

michaelmurfy

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#2319473 17-Sep-2019 20:51

That, to me, looks like you're maxing out your upstream which in term is limiting your downstream. Got backups going on (iCloud, Dropbox, Google Drive etc) on one of your phones or PC's?

Your upstream looks pretty suspect too. Maybe @hio77 can comment further.

AotearoaCraig

6 posts

Wannabe Geek

#2319476 17-Sep-2019 20:56

Yes, I have rebooted and factory reset THREE times today!

No change = 0.5 Mb/s download, usually, I can get around 15, even 25 at non-peak times.

It is nigh on impossible to get the Vodafone customer service team to log a fault 'upscale', or whatever jargon they call it, and get someone who actually knows what they're talking about with the responsibility to fix it. Hence my venting here.

Perhaps I'll email Jason Paris directly, apparently, he's taking emails from disgruntled customers! ;-)

CYaBro

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#2319480 17-Sep-2019 20:58

If you’re in Maunu why are you not on fibre?!
Best get on the phone to Uber Group ASAP.

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hio77

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#2319485 17-Sep-2019 21:01

Not that the line looks the healthiest, but it's decent. but this looks like upstream congestion. (IE, your uploading to a cloud service in the background - possibly without knowing) which is dragging the performance down.

to be crystal clear, if it is what both myself and murphy are impling... you need someone who really knows what it is to actually drill into the network and monitor for this.

It's an pain that comes from asymmetrical connections that are that low. and with more things moving into the cloud becomes more apparent.

With most users migrating to fibre or wireless, this issue also goes away, so agents aren't as far on the ball.

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AotearoaCraig

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#2319488 17-Sep-2019 21:06

I have a cloud backup app running. It's been running for years. I've made no changes to the PC config that would cause this. I believe it's a supply issue, not a reception problem. How do I get the Vodafone customer service muppets to investigate properly?

michaelmurfy

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#2319489 17-Sep-2019 21:06

No point emailing Jason... It is totally upload congestion and rebooting your router won't be helping your connection as the DSLAM will be slowing your line down in an attempt to improve stability.

You've got something uploading. Torrents? iCloud? Google Drive? Google Photos? Disconnect EVERYTHING off your network and test via Ethernet on a computer with nothing open in the background.

Edit: Also disable your cloud backup app. I bet this is causing it...

AotearoaCraig

6 posts

Wannabe Geek

#2319494 17-Sep-2019 21:14

I'm about ready to throw my toys and get wireless broadband. We have good 4G at home so my iPhone is receiving 50 Mbps right now. The Northpower fibre goes past the end of my street along SH14, apparently, because the CEO of Northpower lives along the highway. It's unlikely to come down my street, however, for many years.

michaelmurfy

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#2319495 17-Sep-2019 21:15

AotearoaCraig:

I'm about ready to throw my toys and get wireless broadband. We have good 4G at home so my iPhone is receiving 50 Mbps right now. The Northpower fibre goes past the end of my street along SH14, apparently, because the CEO of Northpower lives along the highway. It's unlikely to come down my street, however, for many years.

And, what did you find when you disabled your backup app?

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hio77

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#2319496 17-Sep-2019 21:19

AotearoaCraig:

I have a cloud backup app running. It's been running for years. I've made no changes to the PC config that would cause this. I believe it's a supply issue, not a reception problem. How do I get the Vodafone customer service muppets to investigate properly?

I would not be surprised if your line rate has adjusted to a few conditions and your now landing in the problem area.

Equally likely the service you used as just gotten better peered.

Personally i wouldnt expect a muppet to investigate anything, i would seek out a support representative to run tests and confirm further though.

I can't speak for the experience level at vodafone, but i'd say they are more than competent. However, upstream congestion is quite a unique one to troubleshoot.

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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.

AotearoaCraig

6 posts

Wannabe Geek

#2319498 17-Sep-2019 21:34

I turned the WAN off so NO wifi connections.

Only my PC connected by ethernet.

Disabled cloud backup.

RESULT = OOKLA 1.5 Mbps

M-LAB = 0.26 Mbps

michaelmurfy

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#2319500 17-Sep-2019 21:46

You disabled all sources of uploading? Torrents etc?

I strongly suspect it is still something on your end doing it. Disconnect all Ethernet devices and try a test via your phone. Do some additional troubleshooting. Post links to your Speedtests (to Vodafone Auckland) on here.

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#2319532 17-Sep-2019 23:26

Have you done a malware & virus scan ?

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