Ihug reliability

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#44275 18-Aug-2006 10:51

I think he lives in that area too.

His flatmate who has a second phoneline and a connection with Ihug has also been having problems.

In unrelated news, I'm currently in Palmerston North but moving shortly - but yesterday I was having real big problems keeping an ADSL connection open.

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#44280 18-Aug-2006 12:22

ah thank you Cokemaster, good to know. I was nearly going to buy a new router.

What the heng can I do now? Wait it out and hope it goes away, or can we do something. Perhaps Telecom have overfilled the exchange? Now and then I will get messages like this

Tue Aug 15 15:15:55 2006 : WARNING : ATM VC Congested : Interface - aal5-0, PortId=7, Vpi=0, Vci=100

Not sure what this means exactly. It could be my connection using Az....s that's causing it, not sure. I have cut down the connections on that program to see if that makes a difference. However I still notice this message in the logs now and then.

:edit: when I get home, I'm going to have a bit of a play with this... it may be the cause, but i'm not convinced yet. A bit of a google revealed how to increase this on the router, an i will just cut the connections down on client end.

allstarnz

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#44374 20-Aug-2006 14:51

Problem sorted. My internet is going much better now.

got this from Ihug yesterday...

The past 3 weeks we have been experiencing alot complaints from customers regarding disconnections. Unfortunately Telecom could'nt find anything until later last week they found some software issues with the network devices. This should be resolved now

As a side, a mate of mine on Worldxchange had the same issues too, and he's on the other side of town.

psychrn

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#44376 20-Aug-2006 15:08

Thanks for that.
I emailed ihug using the contact form but as yet havnt heard from them!!

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allstarnz

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#44393 20-Aug-2006 20:43

psychrn: Thanks for that.
I emailed ihug using the contact form but as yet havnt heard from them!!

no problem. Ihug hardly ever reply to e-mails. This one took about 5 days to get an answer.

Jagblabut

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#44737 26-Aug-2006 12:14

Hello guys, I have been experiencing the exact same problem with Ihug.

It all started on 8th of Aug Tue. This is the same day, Ihug announced that they are having few network issues.
Since this day, my internet connection is cut off very frequently, I have to restart my modem at least once a day if not more. Just yesterday I had to restart my modem 3 times!

Called Ihug support and they are not helpful. Just the usual isolate the line, unplug the modem, try with different modem, etc, etc. They said there are no current network issues at their end.

Well its been 2 weeks now and no difference. I'm starting to consider about switching ISP.
Anybody else having similar problems?

By the way I live in North Shore City.

psychrn

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#44747 26-Aug-2006 16:47

Since the fix of the 20th August we have had no more problems at all with our connection

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#44761 27-Aug-2006 07:46

use ihug broad band been disconnected from their network once or twice daily for three weeks, still occurring

that would be an ecumenical matter

Jagblabut

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#44765 27-Aug-2006 08:50

Hi guys,

Yesterday I received a email reply from Ihug help desk saying that they are experiencing problem with Telecom network with customers being disconnected from the internet at random intervals and currently there is no clear time frame for fixing this problem. They just told me that it will be sometime next week if not earlier but I guess I just have to wait and see...

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#44767 27-Aug-2006 08:54

While it's nice to have a reply, I dislike any "bundled" service because it opens the opportunity for a company to blame another.

"It's not our problem, it's Telecom's. And we don't know when it's going to be fixed".

C'mon. Take ownership of the problem, investigate it and find a resolution. Just sitting there and playing the blame game is not good for users.

Jabroni

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#44826 28-Aug-2006 07:43

Yeah stil getting disconnected about 2 times a day at least so far.

One thing I did notice when playing online games, that the other NZders got disconnected at exactly the same time. They were not with Ihug, so telecom causing the issues I am guessing.

benr

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#44955 29-Aug-2006 20:52

A Rant from Christchurch-

Been with iHug for over 2 years now - haven't really had that many reliability problems until beginning August, when it all went to s**t. I think that was when iHug switched equipment on their network or something - anyone know the inside story?

Since then, I too have been having severe problems with iHug connectivity - my connection will drop out at alarmingly regular intervals (4 times in the last 30 mins) and then my ADSL Router (Belkin Wireless G) requires 2 or 3 reboots before the connection comes back up.

The router log consistently shows the PPP Connection Down, and when it comes back up more often than not I get the following events traced to the Router Log:

Aug 29 20:39:28 critical klogd: ADSL link down
Aug 29 20:39:29 critical pppd[376]: Clear IP addresses. Connection DOWN.
Aug 29 20:39:37 critical klogd: ADSL G.994 training
Aug 29 20:39:42 critical klogd: ADSL G.992 started
Aug 29 20:39:45 critical klogd: ADSL G.992 channel analysis
Aug 29 20:39:49 critical klogd: ADSL G.992 message exchange
Aug 29 20:39:49 critical klogd: ADSL link up, interleaved, us=160, ds=576
Aug 29 20:40:57 critical pppd[376]: PPP LCP UP.
Aug 29 20:40:57 error pppd[376]: User name and password authentication failed.

I sent a tech support query in via email, and received the usual iHug tech support response (received 2 days after sending my email - could not get through on the phone even after waiting on hold for 20 minutes every time...) - try unplug router, other devices, pay $80 for Telecom engineer to assess line ETC - nothing's changed at my end so why would I do that?

FINALLY I got up early on Sunday Morning and got through to iHug support on the phone (straight away, natch - not a busy time of day) - the guy on the end of the phone actually admitted (he needed some prompting once I told him I knew it was a PPP problem) that TELECOM were having reliability problems with their PPP devices (something to do with Alcatel?) - a fix was expected sometime in the middle of this week.

The worst thing about it is that ALL OF THE TIME THE IHUG WEBSITE SAYS "NETWORK STATUS - NO KNOWN PROBLEMS AT THIS TIME". Are there any lawyers out there who want to test whether iHug is misleading its customers here?!?!?!!

(As I am typing this the "connected" LED on my router has flicked from Green to Off to Red. Sigh...)

I'm going to attempt to get a refund for this month's service as it really has been diabolical - I suggest that others do the same. Otherwise I'm switching ISPs - iHug's approach to their customers by not admitting the problems with their network has been the last straw for me. Good luck to whoever buys these clowns - there may not be any customers left when the cheque clears...

paradoxsm

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#44966 30-Aug-2006 00:52

iHug are cr4p, They used to be expensive and reliable, now a plain ripoff..... I have had better approach from budget providers than ihugs recent behaviours and horrid international connectivity and email server outages.

change while you still can, Good luck in finding a company in nz whom offer quality service without hidden fine print however like "contracts", something that's all too common here..

if you use their shyte email, for a fee you can retain just your email address too.

Skippy

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#45181 1-Sep-2006 22:44

I smell a scam by Telecom here

. Good way to make money as we call for service person to check the lines, etc and modems. We are in Southland and experiencing exactly the same problems as others. Most frustrating

having to turn off and restart computer each time it happens which is most days. We have had no problems with Ihug until Telecom

got a hold of it and throw a spanner in it last month, we need Helen Clark

to step in once again.

freitasm

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#45182 1-Sep-2006 22:57

Skippy: We have had no problems with Ihug until Telecom got a hold of it and throw a spanner in it last month, we need Helen Clark to step in once again.

When did Telecom got hold of IHUG? That doesn't sound right by any account.

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