[WXC/VFX] Sudden loss of adsl and massive speed drop

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Sudden loss of adsl and massive speed drop

CYaBro

4590 posts

Uber Geek

ID Verified

Trusted

#69139 3-Oct-2010 23:00

Hey.

Saturday morning Internet was going fine until around 9am when we lost the adsl signal completely. A power cycle of the router and a check of all connections made no difference.
Left it like that until late afternoon hoping that it would come right. When it didn't I called xnet and they got Telecom to do a port reset and to try again in a couple of hours.
Well the Internet did start working again but the speed and signal has dropped dramatically.
We are just over 3kms from the cabinet and have always synced at about 6500kbps down and 768kbps up with attenuation at about 35 db.
Now attenuation is around 60db and speed has dropped to under 2000kbps down and 192 up.
Rebooting the router doesn't make any difference.
We have a master splitter installed and have done the usual isolation tests.
Is this likely to be a problem with our wiring or something else?

Opinions are my own and not the views of my employer.

michaelmurfy

meow
13270 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#387511 3-Oct-2010 23:43

Where abouts are you based? If it's in Christchurch then the aftershocks have been causing some issues on the network. According to Chorus some of the underground cables have shifted up to 5m in some parts.

Other than that, I would doublecheck your house wiring, if possible try patching in before the master splitter if you have the ability to disconnecting the master splitter. If this causes the speeds to increase there might be a problem with your home wiring.

Also, just as a precaution try another modem if you can, sometimes your modem might be at fault here.

Other than that, if you have tried all the above, ring xnet and ask them to send a Chorus tech around to inspect your lines. Have you got the modem status that you can post? This could be of massive help.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

CYaBro

4590 posts

Uber Geek

ID Verified

Trusted

#388580 6-Oct-2010 06:10

Well it looks like the problem was the master adsl splitter.
The Internet died again on Sunday and another port reset didn't fix it.
So I went under the house yesterday and replaced it with a new splitter and the Internet is working again and the router is connecting at the correct speed again.

Opinions are my own and not the views of my employer.

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#388585 6-Oct-2010 07:27

This is a very good post and does highlights a number of issues users and ISP's face, it also lends weight to chrous type offerings to have retro fitted wiring.

Being obviously reasonablly techo you knew to check the splitter, how many people don't and are just prepared to blame the ISP's, not to say that all ISP's are perfect but this example shows what bad wiring can do...

To actually remedy this if you weren't savvy enough to replace the splitter was this some thing our help desk recommended or was it something that you automatically did, I would be interested in the chronological order you did things to get this resolved, including any help desk interaction

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

CYaBro

4590 posts

Uber Geek

ID Verified

Trusted

#388637 6-Oct-2010 09:29

Hey maverick, the splitter check was in the back of my mind already but the helpdesk did also suggest that it could be the problem.
The helpdesk were very good, they did all the usual checks first and then said that they would request a port reset from Telecom and to try the internet again in a couple of hours.
I also got an email a couple of hours later to say that it had been done.
After calling the second time they did say that if the second port reset didn't work then I was to call back and they would have to organise a chorus tech to come and check the wiring etc and that there could be a charge for that.
They also suggested that I try another router first too, if possible, which I did but it made no difference.

Opinions are my own and not the views of my employer.

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#388766 6-Oct-2010 14:43

Thanks for that CyaBro, that is useful info... Good to know that the guys are asking the right questions,
Over what time frame did it take to get it all resolved ? , were there any major delays or holdups ?, this is just me being curious on a normal fault handling and what our customers are expecting

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

CYaBro

4590 posts

Uber Geek

ID Verified

Trusted

#388777 6-Oct-2010 15:15

No, the delays were all on our side, other than the couple of hours wait for Telecom to do their port resets.
We were out most of the weekend so didn't get to test the internet until the evening on Sat & Sun. So time frame was from Saturday morning until last night when I got a chance to replace the splitter.

Opinions are my own and not the views of my employer.

RunningMan

8963 posts

Uber Geek

#388836 6-Oct-2010 17:34

maverick: Thanks for that CyaBro, that is useful info... Good to know that the guys are asking the right questions,
Over what time frame did it take to get it all resolved ? , were there any major delays or holdups ?, this is just me being curious on a normal fault handling and what our customers are expecting

I had a very similar issue last month - sync speeds progressively dropped from 9000 / 945 to as low as 80 / 50, with the modem disconnecting every few minutes. By the time I contacted helpdesk, I'd already tried a new modem, isolated the internal wiring (on Fusion, one outlet, no splitter, so pretty straightforward), so the initial stuff was already done. Overall, took 8 days to get resolved, including a port reset, and monitoring the line for a couple of days to get data to pass back to Telecom. Chorus eventually came out, and the tech discovered a fractured wire in a pedestal they had opened the previous week to fix my neighbour's phone.

A frustrating week, however, Lyle & Philip were excellent, very helpful, and kept us up to date with progress the whole time - well done!