My complaint to Telecom Go Large and hopeless help, in short, just a waste of time!

Forums › New Zealand Broadband › My complaint to Telecom Go Large and hopeless help, in short, just a waste of time!

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#53991 28-Nov-2006 14:23

When calling xtra helpdesk, make sure you get put through to complex tech support. They are the ones who really know what they are talking about and you are most likely to see action from.

nhe911

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#53993 28-Nov-2006 14:34

After 4 times my case was checked out by the xtra advanced broadband team, they sent the tech out last week. I was expecting him to come to check out the internal wiring at my place, but it appeared there simply was no need. The tech happily reported back to Telecom this is a network problem. If the tech could not determine my end was fine, I think he would have been through my place as arranged.

I had even removed LAN cable from the modem, and the connection still drops, so there is nothing to do with my computer or what I do on the internet.

The only thing seems to work at the moement is by restricting my downstream rate to 300kbps when I have to use the internet.

freitasm

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#53994 28-Nov-2006 14:37

Ok, thanks for clarifying.

The next question is "What network?"

Is this the network as in the Internet access infrastructure posted by Telecom (routers, etc) or the cabling?

If it's first then it must be some wrong configuration somewhere. If the second, then either your house is too far from the Exchange (or other box), or the cable infrastructure is not good enough to support DSL services.

Are any of your neighbours using DSL now and working fine?

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nhe911

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#53997 28-Nov-2006 14:42

Well, Telecom thinks they are still investigating. All they had answered me regarding the network issue is that it is not specific to my area. And I was told that I'm within 1km from the exchange.

grant_k

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#54000 28-Nov-2006 15:14

nhe911: Well, Telecom thinks they are still investigating. All they had answered me regarding the network issue is that it is not specific to my area.

OK, so that implies that Telecom think it's a backhaul or ISP problem.

nhe911: And I was told that I'm within 1km from the exchange.

At that distance you should be getting connect speeds of at least 6 or 7Mbps downstream and around 700kbps upstream assuming your line and house wiring is in good condition.

On the whole, your situation is a real puzzle for the following reasons:

a) For your modem to keep disconnecting would usually imply that it's a line or DSLAM port problem i.e. very specific to your area which is the reverse of what Telecom are saying

b) There are at least 2 ways a modem can disconnect:

1) The ADSL link can disconnect because of a line problem or a port problem on the DSLAM at your exchange
2) The PPPoA link can disconnect because of an authentication (or other) problem at your ISP

Do you know which of these DISCONNECTs is happening?
The Logs on your router should hopefully tell you.

Let us know what you find and hopefully the picture may become a little clearer.

Cheers,
Grant.

nhe911

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#54001 28-Nov-2006 15:19

The log records: "

Mon, 2006-11-27 10:09:15 - LCP down.
Mon, 2006-11-27 10:09:22 - Initialize LCP.
Mon, 2006-11-27 10:09:22 - LCP is allowed to come up.
Mon, 2006-11-27 10:10:23 - Initialize LCP.
Mon, 2006-11-27 10:10:23 - LCP is allowed to come up.
Mon, 2006-11-27 10:10:38 - Loss of synchronization :1
Mon, 2006-11-27 10:11:23 - Initialize LCP.
Mon, 2006-11-27 10:11:23 - LCP is allowed to come up.
Mon, 2006-11-27 10:11:27 - PAP authentication success
Mon, 2006-11-27 10:14:16 - LCP down.
Mon, 2006-11-27 10:14:24 - Initialize LCP.
Mon, 2006-11-27 10:14:24 - LCP is allowed to come up.
Mon, 2006-11-27 10:15:09 - Loss of synchronization :2
Mon, 2006-11-27 10:15:24 - Initialize LCP.
Mon, 2006-11-27 10:15:24 - LCP is allowed to come up.
Mon, 2006-11-27 10:16:25 - Initialize LCP.
Mon, 2006-11-27 10:16:25 - LCP is allowed to come up.
Mon, 2006-11-27 10:16:28 - PAP authentication success
Mon, 2006-11-27 10:28:48 - LCP down.
Mon, 2006-11-27 10:28:55 - Initialize LCP.
Mon, 2006-11-27 10:28:55 - LCP is allowed to come up.
Mon, 2006-11-27 10:29:56 - Initialize LCP.
Mon, 2006-11-27 10:29:56 - LCP is allowed to come up.
Mon, 2006-11-27 10:30:39 - Loss of synchronization :3
Mon, 2006-11-27 10:30:57 - Initialize LCP.
Mon, 2006-11-27 10:30:57 - LCP is allowed to come up.
Mon, 2006-11-27 10:31:57 - Initialize LCP.
Mon, 2006-11-27 10:31:57 - LCP is allowed to come up.
Mon, 2006-11-27 10:32:01 - PAP authentication success

And it appears to me that regardless how made up the user name was I put on the modem, it still connects and usage all charged to my account.

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grant_k

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#54003 28-Nov-2006 15:31

nhe911:
And it appears to me that regardless how made up the user name was I put on the modem, it still connects and usage all charged to my account.

Aaahhhh... That's not how it should be at all!

Normally you have to know the correct User Name AND Password or else you won't get any connection. Something really weird is going on here...

I don't know what LCP means in your modem's log. Possibly "Line Control Protocol"? Just a guess, someone else may have a better idea.

However, from the sequence of events in the log, it looks like LCP is the low-level protocol (i.e. ADSL) which must be connected before the PAP authentication can kick in.

The log also makes it pretty clear that it's the LCP going down which is causing the problem.

Someone else on GZ must have seen this situation before???

It sure looks to me like a line problem or a DSLAM port problem at the exchange (both of these have happened to us). At one stage our line kept going out every time it rained until Telecom replaced the cable from the grey post by the roadside into our house. It ran through a buried plastic pipe under the lawn.

Do you notice any crackling or other noises on your phone line?

On two other occasions, we have had to get the ADSL splitter replaced after the phone line started crackling horribly. Then just recently Telecom had to reconnect the joints to our phone line (again inside the grey post by the roadside).

All told, there are a lot of possible causes for your disconnect problem and hopefully someone can put their finger on it.

nhe911

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#54021 28-Nov-2006 17:06

Cheers Grant. Appreciate the useful comments

juha

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#54028 28-Nov-2006 18:42

Grant17: I don't know what LCP means in your modem's log. Possibly "Line Control Protocol"? Just a guess, someone else may have a better idea.

Almost. It's Link Control Protocol: http://en.wikipedia.org/wiki/Link_Control_Protocol

Needed for PPP to work.

Juha

JAMMAN2110

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#54043 28-Nov-2006 20:04

Grant17:
Aaahhhh... That's not how it should be at all!
...Someone else on GZ must have seen this situation before???

Perhaps it could all be linked to this issue?

Hunter

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#54152 29-Nov-2006 13:34

Ok from experience those Netgear modem are bad news
I have one that works for a few months then decided to disconnect every few minutes.
Only a full rest would fix the problem

Have went thru some 4 (as in FOUR) of those modem and all of them al like that

Decide to throw all of them away and got another brand modem and problem has not appear every since

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nhe911

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#54153 29-Nov-2006 13:45

My DG834G v2 worked fine for nearly 2 years, until 71 days before the end of warranty. Luck me, I suppose. I'm having D/C troubles with both modems. Even though D-link has a bad name, I doubt this is caused by the modem. Thanks

antoniosk

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#54188 29-Nov-2006 19:20

freitasm: If the checks were done at the Exchange level then your internal house wiring haven't been checked - and unless you pay Telecom their monthly service then you will have to arrange someone to come around and check that your wiring is fine. Could be an alarm, crossed wires, old wires, anything.

You can't discard anything - there's no sure way to determine a fault like this.

Have you tested with another PC? I remeber someone here having similar problems and finding out it was Zone Alarm causing it.

Careful - the $2.50 you pay Telecom is for the wiring from the POLE to the outside DEMARCATION at your house. How it get's distributed INTO your house is YOUR problem.

Once upon a time the telco would cover the wiring in the building, but no longer. Same with businesses - internal wiring, be it CAT3 for telephony or Cat 5+ for LAN/VOIP is the owner's repsonsibility.

BTW I removed Zonealarm as it was slowing my machine down and causing DNS failures - about half my requests would not be replied to, because they stopped at the firewall. Have since gone to Windows Firewall, Router Firewall and TCL Firewall :-)

Bung

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#54191 29-Nov-2006 19:32

antoniosk:Careful - the $2.50 you pay Telecom is for the wiring from the POLE to the outside DEMARCATION at your house. How it get's distributed INTO your house is YOUR problem.

Once upon a time the telco would cover the wiring in the building, but no longer.

Wrong! What's the point of a Demarcation point if you as the householder are liable for anything on the Network side.

From Telecom Here
"Wiring within your home can experience wear and tear over time, and from time to time it may need repairing. To do this, you'll need someone to come and fix your wiring, such as an electrician or Telecom technician. Our wiring maintenance fee is an insurance service, so you pay a small monthly fee and if something goes wrong with your internal wiring or sockets we will cover the cost of repairs (parts and labour)."

However your wiring and sockets have to be installed to their standard, oddball arrangements aren't covered.

juha

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#54192 29-Nov-2006 19:36

antoniosk: Have since gone to Windows Firewall, Router Firewall and TCL Firewall :-)

Errm, you run three firewalls?

Juha

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