[TelstraClear] Erratic Cable Internet Connection

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MikeB4

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#93274 17-Nov-2011 08:49

Is anyone else getting erratic Internet connectivity with TCL Cable ? Last night and this morning I am getting disconnects every couple of minutes for about 30 seconds.
I am in Lower Hutt.

1080p

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#546295 17-Nov-2011 09:14

I just experienced a couple in central Wellington, on the day I wish to play BF3 of all days :|

meesham

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#546763 18-Nov-2011 09:18

I've had 3 cable internet outages lasting more than 2 hours each in the past 9 days (the one last night lasted about 5 hours), I'm really starting to lose my patience for them.

freitasm

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#546766 18-Nov-2011 09:21

I had three outages in the last five days, two recovered when I power cycled the modem, one lasted for twelve hours (overnight) and only fixed when I called the help desk and tech reset the ARP tables on my node.

I have to say the customer service though was really good, and the tech called me back on the exact promised times.

I haven't had this problem in the last 24 hours now.

TelstraClear

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#546776 18-Nov-2011 09:59

Hi all,

We're not aware of any network issues that are causing issues with cable modems. Apart from some recent power cuts in parts of Christchurch, and Mauricio's specific issue, the network is operating correctly. There are also some areas where planned maintenance is being done. This is notified here: http://www.telstraclear.co.nz/customer-zone/service-information/planned-maintenance.cfm

If you do experience on-going problems that are not related to these, please email me your account number, contact details and as much information about the problem as you can, and we'll investigate.

Cheers, Gary

Hollow

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#548596 22-Nov-2011 18:32

I've been having issues with TC cable in Hataitai for the last 2-3 days, really slow page loading times, time outs, youtube clips not loading etc... I'd give them a call but my name's not on the account.

The speedtest page gave me these results:

Download Speed: 4458 kbps (557.3 KB/sec transfer rate)
Upload Speed: 2182 kbps (272.8 KB/sec transfer rate)
Latency: 25 ms

I guess that wasn't taking the 40 seconds it took for the page to load into account

freitasm

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#548597 22-Nov-2011 18:38

Is this DSL? It's been raining lately, could this be a problem?

Hollow

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#548612 22-Nov-2011 19:01

No, I'm on a cable connection...

just tried to download a postcast, first 30 meg went quick as, then stopped, did another 9 meg then stopped, then another 6 and stopped.... it's driving me crazy!

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sbiddle

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#548617 22-Nov-2011 19:25

Hollow: I've been having issues with TC cable in Hataitai for the last 2-3 days, really slow page loading times, time outs, youtube clips not loading etc... I'd give them a call but my name's not on the account.

The speedtest page gave me these results:

Download Speed: 4458 kbps (557.3 KB/sec transfer rate)
Upload Speed: 2182 kbps (272.8 KB/sec transfer rate)
Latency: 25 ms

I guess that wasn't taking the 40 seconds it took for the page to load into account

Was this a test to Wellington? You need to use any other NZ site except for Wellington as there is no peering or transit in Wellington for this test so it won't reflect accurate results.

Hollow

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#548623 22-Nov-2011 19:42

it was Wellington, just tried Auckland instead and the results were even better...

Download Speed: 5614 kbps (701.8 KB/sec transfer rate)
Upload Speed: 2314 kbps (289.3 KB/sec transfer rate)
Latency: 24 ms
Tue Nov 22 2011 19:40:37 GMT+1300 (New Zealand Daylight Time)

The problem seems to be that my connection just keeps dropping out, though it's been solid for the last few minutes.

sbiddle

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#548647 22-Nov-2011 20:45

When you say dropping out do you mean the modem is dropping out (lights going off), or just your router dropping the connection? I'll also take a stab and guess those tests may have been performed using a wireless connection, if they are have you tried plugging directly into your router?

If the modem isn't dropping out the odds are faily high it's a local issue with your network or hardware rather than a TCL issue.

Hollow

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#548745 23-Nov-2011 09:02

You're right, it was a wireless connection... whatever it was it seems to have sorted itself out this morning so I can't really answer the questions about the router.