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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#54194 29-Nov-2006 19:38

I have two... Windows Live OneCare and my Router. Also anything Orcon have... If anything

JAMMAN2110

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#54196 29-Nov-2006 19:44

I use to run 5 just on the PC then the Router had one and anything my ISP had... so thats 6/7 Firewalls... never noticed a speed difference though..

nhe911

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#54204 29-Nov-2006 20:35

I don't think the wiring from the POLE to the outside DEMARCATION at house is my property, so I can't image paying insurance for that.

Athlonite

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#54403 1-Dec-2006 17:32

I had the exact same problem with my Orcon connection doing the same thing . When i rang orcon the techie there checked my connection status and agree'd with me that it was dis/connecting every few minutes it turned out to be faulty modem

i had to send it back to Dynalink at my expense and no net for 4 days why because the courier tried to drop it off at 6:30am doh im still asleep no nock at the door and a long weekend = not a good day for me

[Moderator edit (bradstewart): expletive removed]

bradstewart

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#54405 1-Dec-2006 17:41

There is no need for swearing here. Read the forum usage guidelines before you post!!

Oh and welcome to Geekzone

nhe911

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#54406 1-Dec-2006 17:46

The technician from transfield has been and changed house wiring. I'm now getting about 7mb downstream connection to exchange on the modem, but it still disconnects, maybe not as much, but definitely still does. Telecom is arranging a spliter to be installed. Hope that's gonna fix the problem.

nhe911

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#54812 6-Dec-2006 16:40

All wiring checked out, spliter installed, and the connection still drops the same old mad way...Back on waiting!!!!!!!!!!!!!!! Wonder if this is ever going to end!

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grant_k

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#54822 6-Dec-2006 17:22

You must be really gutted now Nhe911, it seems like you have pretty much exhausted all the options.

There are only 3 possible causes now:

1) A Telecom line fault
2) A faulty port on the DSLAM you are connected to
3) Your modem is STILL faulty (even though you have tried 2 different ones).

Presumably Telecom have eliminated possible faults (1) and (2). It would pay to check very specifically with the helpdesk on this point.

To eliminate possibility (3), you need to borrow a known-good ADSL modem from some very kind person who can GUARANTEE that it works reliably on their line.

If the disconnects are still evident with the borrowed modem then you have eliminated possibility (3) but until you can prove that point one way or the other, Telecom are always going to point the finger at your modem.

On the bright side though, your 7Mbps connect speed is right up there where it should be

.

Good Luck!

nhe911

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#54825 6-Dec-2006 17:41

Thanks. From what I gathered so far, it would be a pretty slim chance that either 1 or 3 is the actual cause. I'll try and eliminate them completely though. Just got off the phone with Telecom. They do indeed have problems with Alcatel equiped exchanges. So 2 is a very possible cause, but they are not doing anything until they sort something out with Alcatel, which could be months.........just can't believe that!!!!!

grant_k

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#54850 6-Dec-2006 21:55

nhe911: Just got off the phone with Telecom. They do indeed have problems with Alcatel equiped exchanges.

I can't remember where I read it (maybe one of Juha's posts or blogs) but I remember seeing that it is only certain brands of ADSL modem that have issues with Alcatel-equipped exchanges. As I remember, D-Link was one of those brands which is unfortunate as Telecom have put a huge number of them out there.

I may also be barking up the wrong tree here, but somewhere, I am pretty sure that I have read something to this effect.

That's why I suggest trying a known-good modem that works for somebody else (preferably on the same exchange).

I know it's a bit of a long shot but you never know, it might turn out to be the solution and paying $100 odd for a new modem sure beats waiting for months...

Bung

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#54876 6-Dec-2006 23:48

Grant17:
I can't remember where I read it (maybe one of Juha's posts or blogs) but I remember seeing that it is only certain brands of ADSL modem that have issues with Alcatel-equipped exchanges. As I remember, D-Link was one of those brands which is unfortunate as Telecom have put a huge number of them out there.

Anything is possible but it would be commercial suicide to make a modem that wasn't "Alcatel Compatible" as their DSL chipsets are used in so many DSLAMs including the previous Nokias.

nhe911

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#54908 7-Dec-2006 10:43

Apparently, Telecom is saying a lot of Linksys, D-link, Netgear modems are affected...but they are the three major brands in NZ. I'll definitely try a different modem, but if all these brands are affected, then Telecom has got to do something about it. They can't just expect everyone keeps buying different modems to hope the problem will go away on its own.

grant_k

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#54909 7-Dec-2006 10:47

nhe911: Apparently, Telecom is saying a lot of Linksys, D-link, Netgear modems are affected...but they are the three major brands in NZ.

At present I'm using a 3Com at one site and a ZyXEL at another. Never a problem with either of those two.

Until a few months ago I had a pair of Nokia M1122s which I used for years without any issues. However, I've sold them on Trade Me or else I could have loaned you one of those.

Agreed, Telecom can't expect people to buy other modems but it may still be the fastest way to solve the problem

nhe911

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#54919 7-Dec-2006 12:14

Thanks, I should be able to borrow one from my local computer shop, but I'd still questioning how much difference a modem can make in terms of SN Margin, cause that's what causing my disconnections at the moment.

grant_k

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#54920 7-Dec-2006 12:19

nhe911: ...how much difference a modem can make in terms of SN Margin, cause that's what causing my disconnections at the moment.

How do you know that?

What are the Noise and Attenuation Stats reported by your modem?

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