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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nhe911

27 posts

Geek

#54923 7-Dec-2006 12:34

ADSL Link	Downstream	Upstream
Connection Speed	7296 kbps	800 kbps
Line Attenuation	40 db	13.5 db
Noise Margin	8 db	12 db

It's the downstream SN rate keeps fluctuating. The best I can get on both modems is about 12 db. That's on the edge of being just good enough, but it often drops down to something like 4/5 even 0 sometimes, or jumps up to something ridiculous like well over 2,000,000,000. It's defintely on the both extreme ends. And putting in a spliter didn't improve the situation. Sometimes, the connection doesn't actually drop, but I can't use the internet at all with that much noise.

grant_k

3539 posts

Uber Geek

Trusted

#54924 7-Dec-2006 12:56

Here are my Stats from the ZyXEL:
==================================================
System up Time: 66:19:19
CPU Load: 1.90%

WAN Port Statistics:
Link Status: Up
Upstream Speed: 736 kbps
Downstream Speed: 7136 kbps
Node-Link Status TxPkts RxPkts Errors Tx B/s Rx B/s Up Time
1-PPPoA Up 223304 275008 0 520 324 66:16:28

LAN Port Statistics:
Interface: Status TxPkts RxPkts Collisions
Ethernet 100M/Full Duplex 268476 224545 0

relative capacity occupation: 108%
noise margin upstream: 11.0 db
output power downstream: 14.0 dbm
attenuation upstream: 7.0 db

relative capacity occupation: 98%
noise margin downstream: 12.5 db
output power upstream: 0.0 dbm
attenuation downstream: 20.5 db
==================================================

As you can see, the system has been up for 66 days (since the last power outage) without any disconnects at all.

My Upstream Noise Margin at 11dB is not much different to yours at 13.5dB.

On the Downstream side, I have 12.5dB and you have 8dB, so again, not much difference there.

You say that the Downstream Noise Margin fluctuates wildly, but can you HEAR any disturbance on the phone line?

The other possibility is that some source of interference outside the audible range is causing this problem. In that case, it may be necessary for Telecom to swap your line onto another pair. One time a few years back, Telecom had to do this for us, because the line was always crackly. In your case, it may be the proximity of another line in the cable which is causing interference and by switching to another pair (assuming one is available), it may solve the problem.

Different brands of modem definitely have differing sensitivities to noise as well as more/less tolerance of low signal levels. I have found that from comparing a D-Link with a Nokia at my sister's house.

Don't give up yet NHE911, there's got to be an answer somewhere!

nhe911

27 posts

Geek

#54926 7-Dec-2006 13:25

Thanks. As I say, will definitely try, just not too hopeful, even though I understand some modems are definitely more tolerant than others, but I don't know if there is any modem will be able to cope with that much fluctuation on the line. My phones are definitely clear enough, and technians been physically tested lines at the exchange, at the pole, at the point it goes into my house (he said it's well above average to that point), and changed internal wiring a bit, but didn't check after the change been done inside the house. I requested Telecom to check the internal house wiring again, but they refused as they are waiting on Alcatel.

galron

25 posts

Geek

#55138 10-Dec-2006 11:18

I've written a long piece at http://samadhisoft.com/2006/12/09/061210-sunday-telecom-go-large-problems/ detailing similar things which I've ben experiencing. Check it out before you sign up.

cokemaster

Exited
4927 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#55143 10-Dec-2006 12:42

Welcome to Geekzone - sorry to hear you're having connnectivity issues with your new Xtra connection. It is rather disappointing that you're experiencing those issues, though after reading about it, it does sound like its probably isolated to your phoneline/exchange/modem. Keep following that up and keep us posted.

In regard to your bit about email - it isn't related to go large. Xtra has had a anti-port 25 policy for quite sometime, which you can opt out of the filtering here. Restarting the connection (power cycling your ADSL modem) after opting out is required.
Doing a search for "Port 25" on the Xtra help and support page reveals the same page.
Additionally Xtras SMTP (out going mail server) is smtp.xtra.co.nz. While mail.xtra.co.nz may work, it may give you mixed results.

webhosting

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Athlonite

1828 posts

Uber Geek
Inactive user

#55242 11-Dec-2006 18:36

well as far as i can see you get better connection speeds than i do and here's the readout from my Modem/Router and Dynalink RTA1320

Statistics	Downstream	Upstream
Line Rate	2144 Kbps	160 Kbps
Attainable Line Rate	2368 Kbps	948 Kbps
Noise Margin	17.6 dB	24.0 dB
Line Attenuation	55.0 dB	31.5 dB
Output Power	19.1 dBm	2.2 dBm

i dont seem to be able to get the attenuation any further below 55dB tryied everything with and without filter and a new wall socket

powderedtoastman

26 posts

Geek

#55610 16-Dec-2006 01:49

bradstewart: 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.

I would recommend against speaking with Complex Tech Support, since they do not handle connection issues. Also, the view that CTS are more competent or knowledgeable than the regular helpdesk staff is really funny (depending on your perspective...)

Anyhow, it does sound like the disconnection issue is the result of an incompatibility between your modem(s) and the specific Alcatel linecard at the exchange. The fact that Telecom wont move on the issue until they hear back from Alcatel would seem to confirm this. I'm not sure which modems would definitely be compatible, but you might be able to find out if you're able to discover which specific line card (and firmware version) you're hooked up to... Then again, trial-and-error may be easier.

Best of luck nhe911 :)

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kpatton

10 posts

Wannabe Geek

#56016 21-Dec-2006 00:19

i have exactly the same issue, loss of synchronization every 5-10 minutes. Has been happening for nearly 3 weeks. Xtra said it was an exchange problem that affected a 'bunch of customers' and that they were looking into it. I've switched to Orcon, but same problem (same exchange). Am considering moving to Whoosh if Telecom can't get their act together and sort the hardware out. have upgaded router to Netgear DG834G (V3) but no joy, very annoying 3rd world stuff.

Digikiwi

32 posts

Geek

#56017 21-Dec-2006 00:35

ditto with kpatton. Orcon + DG834G is not a good mix. The tech support guy seemed to be "genuinely" mystified by what could be causing this problem. Reading in this forum it seems I'm not alone. Telecom should be paying a refund to all the ISP's users affected by this glitch - after all they have a sticker with their logo and approval on such routers...

galron

25 posts

Geek

#56050 21-Dec-2006 12:25

A work-around for ADSL drops has been worked out by a fellow named Neil up in Auckland. It has worked for at least two of us. You can get the details here:

http://samadhisoft.com/2006/12/15/061216-saturday-telecom-go-large-problems-a-fix/

Cheers, and if this works or doesn't work, it would be good if you posted your results here so others can follow along and benefit.

kpatton

10 posts

Wannabe Geek

#56094 21-Dec-2006 18:31

mmm, i don't have the router mentioned in the article, anyone know how to change this configuraiton on a NetGear DG834G as i can't see anything?

kpatton

10 posts

Wannabe Geek

#56102 21-Dec-2006 19:46

Have found out how to change ADSL modulation on a Netgear

http://forums.whirlpool.net.au/forum-replies-archive.cfm/620659.html

However i have used GLITE (0x4) as opposed to GDMT. No drop outs for 20 minutes and counting, fingers crossed;)

# cat /proc/avalanche/avsar_dsl_modulation_schemes
NO_MODE                 0x0
ADSL_G.dmt                      0x3
ADSL_G.lite                     0x4
ADSL_G.dmt.bis                  0x8
ADSL_G.dmt.bis_DELT                     0x9
ADSL_2plus                      0x10
ADSL_2plus_DELT                 0x11
ADSL_re-adsl                    0x20
ADSL_re-adsl_DELT                       0x21
ADSL_ANSI_T1.413                        0x2
MULTI_MODE                      0x1
ADSL_G.dmt.bis_AnxI                     0x0
ADSL_G.dmt.bis_AnxJ                     0x0
ADSL_G.dmt.bis_AnxM                     0x400
ADSL_2plus_AnxI                 0x0
ADSL_2plus_AnxJ                 0x0
ADSL_2plus_AnxM                 0x2000
G.shdsl                 0x0
IDSL                    0x0
HDSL                    0x0
SDSL                    0x0
VDSL                    0x0
#
#

kpatton

10 posts

Wannabe Geek

#56132 21-Dec-2006 23:53

lo and behold no dropouts! My connection has been reduced to just under 3mb, but has remained very consistent on that mark for last 4 hours which is great. Upstream is around 100 kbps, so a bit less than the promised unleashed, but jeez i'll take this over the shambles i had before. I've contacted Orcon and told them about this.

Digikiwi

32 posts

Geek

#56140 22-Dec-2006 07:53

@ kbpatton

I'm willing to try almost anything, but the above takes me well into uncharted territory. Is there some way to back up settings in case it turns to custard for me? In theory, if we're both on orcon advanced 40 with Netgear DG834g routers it should work for me too. Unless the exchanges we're on have different hardware.

Cheers

Digikiwi

Edit: OK I've done it, and set it to 0x4 GLITE , interestingly after a router reboot telnet tells me it is now on mode 3 not 4 but so far so good with no disconnects nor loss of speed.

kpatton

10 posts

Wannabe Geek

#56144 22-Dec-2006 09:01

Yep, just go to maintenance > back up settings where you can save a copy of settings and revert to factory settings if neds be

Here is a step by step guide:
http://blog.keithpatton.com/TelecomBroadbandLossOfSynchronizationErrorsNetgearDG834GSolution.aspx

Good luck and let me know how you get on.

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