Tuatahi Compulsory Upgrading ONT - Call Centre Swamped

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acsylaa

85 posts

Master Geek
+1 received by user: 66

Just Internet

#3410898 3-Sep-2025 19:27

FineWine:

According to the technician they are only installing Adtran's into businesses, schools, government etc. If I wanted the Adtran then I would have to pay for it.

That sort of explains why I keep getting ADTRAN's but doesn't explain why some of out Residential Customers are getting ADTRAN's, could be the replacement for the Hyperfibre services.

DumKopf

75 posts

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+1 received by user: 12

#3413078 9-Sep-2025 20:05

My internet dropped some weeks ago and never came back up. After much digging around, I discovered that Tuatahi "performed an upgrade" that morning and the outage was meant to last 30 minutes.

It wasn't until I reset my DNS servers from 1.1.1.1 or whatever, back to the ISP default, did it come back up and running. Maybe related I dunno.

Anyway, my 1gbps downstream has been running at 300mbps ever since, upstream is 500mbps, consistent results, every day, any time.

I finally reached out to 2degrees and after 6 emails, with 6 (yes, no exaggeration) helpline people later all asking me to restart everything. One of them sent out a new modem, despite telling them that I'm using a UniFi Dream Machine and tried the old FritzBox. Ok fine, whatever. New modem arrives, same ol' 300mbps.

Probably the most interesting part of the help support system was asking me to download a line diagnostics tool, and to run it in Safe Mode (to ensure there was nothing to limit it).

Starting Test: protocol: UDP, 1 streams, 8192 byte blocks, omitting 0 seconds, 10 second test
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  2]   0.00-1.00   sec  30.0 MBytes   252 Mbits/sec  0.191 ms  9791/13634 (72%)  
[  2]   1.00-2.00   sec  25.7 MBytes   216 Mbits/sec  0.210 ms  11056/14345 (77%)  
[  2]   2.00-3.00   sec  25.8 MBytes   217 Mbits/sec  0.212 ms  11204/14508 (77%)  
[  2]   3.00-4.00   sec  25.6 MBytes   215 Mbits/sec  0.213 ms  11194/14474 (77%)  
[  2]   4.00-5.00   sec  25.9 MBytes   218 Mbits/sec  0.186 ms  11171/14489 (77%)  
[  2]   5.00-6.00   sec  25.4 MBytes   213 Mbits/sec  0.214 ms  11243/14491 (78%)  
[  2]   6.00-7.00   sec  25.7 MBytes   215 Mbits/sec  0.211 ms  11238/14522 (77%)  
[  2]   7.00-8.00   sec  25.6 MBytes   215 Mbits/sec  0.216 ms  11199/14474 (77%)  
[  2]   8.00-9.00   sec  25.6 MBytes   215 Mbits/sec  0.203 ms  11222/14500 (77%)  
[  2]   9.00-10.00  sec  25.6 MBytes   215 Mbits/sec  0.217 ms  11205/14487 (77%)  
- - - - - - - - - - - - - - - - - - - - - - - - -
Test Complete. Summary Results:
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  2]   0.00-10.00  sec  1.11 GBytes   951 Mbits/sec  0.415 ms  111596/145104 (77%)  
[  2] Sent 145104 datagrams
CPU Utilization: local/receiver 6.5% (2.2%u/4.3%s), remote/sender 14.2% (1.9%u/12.4%s)

Dunno if 77% frame loss is normal, but explains why the bandwidth is reporting 951 Mbits/sec, but throughput is 252 Mbits/sec.

I started digging around for information about my ageing ONT which brought me here.

I'm running the HG8240H, but that doesn't seem to be part of the upgrade path yet :/ Will have to see what 2degrees reckons I suppose (I won't hold my breath).

Gouda

17 posts

Geek
+1 received by user: 2

#3413100 9-Sep-2025 22:19

I've been going through the exact same thing as you are - even down to the amount of support people. LFC is Tuatahi, ISP is Slingshot (aka 2Degrees). I didn't notice any initial downtime but I've been stuck at 300/500 for close to a month. I first noticed on the 14th of August when downloading a game from Steam and called support the same day. I am using a Slingshot-provided Netcomm NF18ACV (about 5 years old) and also borrowed a new-in-box UniFi Cloud Gateway Ultra, same result on both. I've taken my laptop and desktop to a mates who has 900/500 with Spark, no issues reaching those speeds there so it's not my gear. They asked me to run the Linetest tool as well:


 
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  2]   0.00-1.00   sec  14.5 MBytes   122 Mbits/sec  0.419 ms  11591/13447 (86%)  
[  2]   1.00-2.00   sec  15.2 MBytes   128 Mbits/sec  0.458 ms  12524/14470 (87%)  
[  2]   2.00-3.00   sec  14.7 MBytes   123 Mbits/sec  0.442 ms  12581/14464 (87%)  
[  2]   3.00-4.00   sec  14.3 MBytes   120 Mbits/sec  0.432 ms  12707/14533 (87%)  
[  2]   4.00-5.00   sec  14.9 MBytes   125 Mbits/sec  0.444 ms  12563/14471 (87%)  
[  2]   5.00-6.00   sec  14.8 MBytes   124 Mbits/sec  0.474 ms  12657/14557 (87%)  
[  2]   6.00-7.00   sec  14.9 MBytes   125 Mbits/sec  0.423 ms  12525/14429 (87%)  
[  2]   7.00-8.00   sec  14.8 MBytes   124 Mbits/sec  0.486 ms  12600/14488 (87%)  
[  2]   8.00-9.00   sec  14.6 MBytes   123 Mbits/sec  0.476 ms  12618/14492 (87%)  
[  2]   9.00-10.00  sec  14.8 MBytes   124 Mbits/sec  0.445 ms  12634/14527 (87%)  
- - - - - - - - - - - - - - - - - - - - - - - - -
Test Complete. Summary Results:
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  2]   0.00-10.00  sec  1.11 GBytes   951 Mbits/sec  0.427 ms  126217/145170 (87%)  
[  2] Sent 145170 datagrams
CPU Utilization: local/receiver 4.6% (1.8%u/2.8%s), remote/sender 19.1% (2.1%u/17.0%s)

This test was done over a week ago, the support person said they'd be in touch but I haven't heard a thing. I've thought about making a post here on the 2degrees forum, but as time has gone on I've decided to switch to Quic next week. After almost a month it seems they are not interested, I just want the service I'm paying for.

raytaylor

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#3413269 10-Sep-2025 09:42

DumKopf:

My internet dropped some weeks ago and never came back up. After much digging around, I discovered that Tuatahi "performed an upgrade" that morning and the outage was meant to last 30 minutes.

This should be in a separate post as its unrelated to the upgrading of ONTs

Ray Taylor

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evnafets

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#3413270 10-Sep-2025 09:49

raytaylor:

DumKopf:

My internet dropped some weeks ago and never came back up. After much digging around, I discovered that Tuatahi "performed an upgrade" that morning and the outage was meant to last 30 minutes.

This should be in a separate post as its unrelated to the upgrading of ONTs

Looks like that has already happened
Follow the fun in Fibre downstream in Waikato slow. approx. 300/500mb speeds.

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