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597 posts

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  # 1122131 4-Sep-2014 20:37
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hio77:
charsleysa:
hio77: Well.

callout is all cancelled.... now its time to setup a few more stat collectors for the next time this happens, so i have very detailed logs to send away.....


probably something touching, but i cant see it!


What kind of logging can you do that will actually be of use?


moreso logging to tell when it  happens, find the common theme in it...


Oh right, the common theme I have found is that it happens during weekends and that the line always drop to something between 1/2 and 3/6. Also it's always the dsl sync.




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Stefan Andres Charsley

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  # 1123331 6-Sep-2014 20:28
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So anyone else have statistics that look like this during weekends? (Screenshot taken September 6th at 8:20pm for reference).





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Stefan Andres Charsley

 
 
 
 


'That VDSL Cat'
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  # 1123332 6-Sep-2014 20:29
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are the 2K errors normal for your line?

profile change?




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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1123334 6-Sep-2014 20:34
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hio77: are the 2K errors normal for your line?

profile change?


Nope, this has been a pretty new thing to start occurring since about two months ago (refer to this for reference).

Snap have said its not the modem, its the line.

Chorus have come out 3 times but the issue has seemed to disappear by the time they get here so they claim there is no issue they can find.

Chorus have also said it could possibly be an issue with Snap and their backhaul or whatnot and they also said that they have quite a few issues with snap.




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  # 1123338 6-Sep-2014 20:41
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charsleysa:
hio77: are the 2K errors normal for your line?

profile change?


Nope, this has been a pretty new thing to start occurring since about two months ago (refer to this for reference).

Snap have said its not the modem, its the line.

Chorus have come out 3 times but the issue has seemed to disappear by the time they get here so they claim there is no issue they can find.

Chorus have also said it could possibly be an issue with Snap and their backhaul or whatnot and they also said that they have quite a few issues with snap.


Chorus are clearly talking out their a$ss in terms of it being snaps backhaul, when your dsl sync goes bad.. but thats another story...


i recall the thread now.


Interesting to see its changed back to normal?


as above, i had a run with my sync going all outta wack the other day..


not sure what it is really.. but seems to have dropped to normal again...




still holding my rather odd exact 50/10 sync from the thursday, DLM has not stuck its nose in.... YET.. to my surprise. must have dropped sync a good 8 times in 4 hours, maybe DLM took note of the 3 month solid sync before that?


So yeah, i suppose i did see something odd happen this weekend (or well end of week for me..)






#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1123343 6-Sep-2014 20:49
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hio77:
charsleysa:
hio77: are the 2K errors normal for your line?

profile change?


Nope, this has been a pretty new thing to start occurring since about two months ago (refer to this for reference).

Snap have said its not the modem, its the line.

Chorus have come out 3 times but the issue has seemed to disappear by the time they get here so they claim there is no issue they can find.

Chorus have also said it could possibly be an issue with Snap and their backhaul or whatnot and they also said that they have quite a few issues with snap.


Chorus are clearly talking out their a$ss in terms of it being snaps backhaul, when your dsl sync goes bad.. but thats another story...


i recall the thread now.


Interesting to see its changed back to normal?


as above, i had a run with my sync going all outta wack the other day..


not sure what it is really.. but seems to have dropped to normal again...




still holding my rather odd exact 50/10 sync from the thursday, DLM has not stuck its nose in.... YET.. to my surprise. must have dropped sync a good 8 times in 4 hours, maybe DLM took note of the 3 month solid sync before that?


So yeah, i suppose i did see something odd happen this weekend (or well end of week for me..)




I didn't really understand what the guy was talking about but from what I gathered was that at the Central Exchange snap was probably having throughput issues or something and that it would affect our DSL sync (which sounded completely stuffed!)

Anyway, this weekend I was lucky that it didn't drop to 1down/2up as last weekend we had that issue from 7:10pm Friday until 9:30am Monday.

What I find really fishy is that Chorus always ALWAYS resync our DSL line from the cabinet every time before they come to the house and then claim that the resync shows nothing wrong.

I just want this issue sorted because I'm on the receiving end of all the complaints at our house and I am having a hard time trying to explain what's wrong and why I can't do anything about it.




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Stefan Andres Charsley

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  # 1123349 6-Sep-2014 20:59
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charsleysa: 

I didn't really understand what the guy was talking about but from what I gathered was that at the Central Exchange snap was probably having throughput issues or something and that it would affect our DSL sync (which sounded completely stuffed!)

Anyway, this weekend I was lucky that it didn't drop to 1down/2up as last weekend we had that issue from 7:10pm Friday until 9:30am Monday.

What I find really fishy is that Chorus always ALWAYS resync our DSL line from the cabinet every time before they come to the house and then claim that the resync shows nothing wrong.

I just want this issue sorted because I'm on the receiving end of all the complaints at our house and I am having a hard time trying to explain what's wrong and why I can't do anything about it.


Keep onto them, eventually they will probably find a joint is loose or something...


an isp cannot affect your sync rates. they can affect your throughput.


your issue is syncs, so isp does not matter. - i get very frustrated when false information like this is thrown around...
because of the way that chorus enforce DLM over all lines, this is how it is. unlike adsl where they could change profiles around and make a bit of a differance - no isp would do this without due reason though eg. a fault..


chorus probably are dropping your sync to test their own modem at the cabinet to insure its not a linecard issue - im surprised they didnt tell you its syncing at 70 mbit at the cabinet.. the ammount of times i got that line was like catnip... sure, test it, insure its working but sync rate really isnt that important to the customer all it does is confuses them, or gives them another point to discuss..


having snap put tests on the line, and catch the data when its going sh!tty is really your only means of proving this is happening.... or being lucky in that it happens when a tech comes out.



being on the receiving end of the complains is never fun, i was in that boat before i moved out... now im back in it since im the bucket of information and i cant answer the questions like "whens the upgrade happening"




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


 
 
 
 


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  # 1123357 6-Sep-2014 21:12
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hio77: 

Keep onto them, eventually they will probably find a joint is loose or something...


an isp cannot affect your sync rates. they can affect your throughput.


your issue is syncs, so isp does not matter. - i get very frustrated when false information like this is thrown around...
because of the way that chorus enforce DLM over all lines, this is how it is. unlike adsl where they could change profiles around and make a bit of a differance - no isp would do this without due reason though eg. a fault..


chorus probably are dropping your sync to test their own modem at the cabinet to insure its not a linecard issue - im surprised they didnt tell you its syncing at 70 mbit at the cabinet.. the ammount of times i got that line was like catnip... sure, test it, insure its working but sync rate really isnt that important to the customer all it does is confuses them, or gives them another point to discuss..


having snap put tests on the line, and catch the data when its going sh!tty is really your only means of proving this is happening.... or being lucky in that it happens when a tech comes out.



being on the receiving end of the complains is never fun, i was in that boat before i moved out... now im back in it since im the bucket of information and i cant answer the questions like "whens the upgrade happening"


I've had Snap put line tests on the line 3 times all coming back with horrible results that resulted in Chorus coming out.

Chorus never have techs available when the issue is actually occurring, they only manage to arrive after the issue has "disappeared" (since this issue happens during weekends and they don't arrive until Monday.

So, over the course of the 3 visits to my house I have received the following information:

 

  • They have checked the sync at the cabinet and its fine at 50 or 70 (can't remember which one they said but I know it was a lot higher than what I'm getting).
  • They have checked the joints and they can't see anything wrong
  • They have performed a port change to see if that would improve the situation
  • They can see no traces of the issue (aside from the reports from Snap)

The reason I'm suspicious of Chorus is that no matter how long the issue has been occurring for (once it happened for 4 days until Chorus arrived) the issue remains UNTIL Chorus do a resync from the Cabinet, so it doesn't matter how many times I resync from my modem or unplug it and wait, it's never fixed until Chorus play with the Cabinet then claim they can't find a problem.




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Stefan Andres Charsley

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  # 1123360 6-Sep-2014 21:18
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charsleysa:
hio77: 

Keep onto them, eventually they will probably find a joint is loose or something...


an isp cannot affect your sync rates. they can affect your throughput.


your issue is syncs, so isp does not matter. - i get very frustrated when false information like this is thrown around...
because of the way that chorus enforce DLM over all lines, this is how it is. unlike adsl where they could change profiles around and make a bit of a differance - no isp would do this without due reason though eg. a fault..


chorus probably are dropping your sync to test their own modem at the cabinet to insure its not a linecard issue - im surprised they didnt tell you its syncing at 70 mbit at the cabinet.. the ammount of times i got that line was like catnip... sure, test it, insure its working but sync rate really isnt that important to the customer all it does is confuses them, or gives them another point to discuss..


having snap put tests on the line, and catch the data when its going sh!tty is really your only means of proving this is happening.... or being lucky in that it happens when a tech comes out.



being on the receiving end of the complains is never fun, i was in that boat before i moved out... now im back in it since im the bucket of information and i cant answer the questions like "whens the upgrade happening"


I've had Snap put line tests on the line 3 times all coming back with horrible results that resulted in Chorus coming out.

Chorus never have techs available when the issue is actually occurring, they only manage to arrive after the issue has "disappeared" (since this issue happens during weekends and they don't arrive until Monday.

So, over the course of the 3 visits to my house I have received the following information:

 

  • They have checked the sync at the cabinet and its fine at 50 or 70 (can't remember which one they said but I know it was a lot higher than what I'm getting).
  • They have checked the joints and they can't see anything wrong
  • They have performed a port change to see if that would improve the situation
  • They can see no traces of the issue (aside from the reports from Snap)

The reason I'm suspicious of Chorus is that no matter how long the issue has been occurring for (once it happened for 4 days until Chorus arrived) the issue remains UNTIL Chorus do a resync from the Cabinet, so it doesn't matter how many times I resync from my modem or unplug it and wait, it's never fixed until Chorus play with the Cabinet then claim they can't find a problem.


certainly sounds like something dodgy...

at some point, your just going have to keep onto it, and have it escalated to someone who can actually see the fault..


sometimes that tech that comes out simply cant see it... took me 3 techs awhile back when i bricked the linecard.. ended up simply needing a physical reboot at the cabinet but it took 3 techs before anyone considered trying that, or decided it would be the right decision to deal with the fault.


vdsl is still a product that isnt understood all that well, and requires a fair bit more attention than adsl.. i find its hit and miss between techs who want to put in that extra effort (which does not say it happens everywhere, there's usually a common variable when it does occur..)





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1123363 6-Sep-2014 21:24
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The fun thing is that I keep getting the same techies come out, they basically know my house layout off by heart.




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Stefan Andres Charsley

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  # 1123371 6-Sep-2014 21:50
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charsleysa: The fun thing is that I keep getting the same techies come out, they basically know my house layout off by heart.


well if the same tech is missing the fault every time, thats hardly going to get anywhere..


im surprised actually... last big fault i had, their supervisor came out after i fussed enough...




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


597 posts

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  # 1123372 6-Sep-2014 21:53
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hio77:
charsleysa: The fun thing is that I keep getting the same techies come out, they basically know my house layout off by heart.


well if the same tech is missing the fault every time, thats hardly going to get anywhere..


im surprised actually... last big fault i had, their supervisor came out after i fussed enough...



Well to be precise its the same pair of techs that come out every time.

I just wish Snap would actually do something more about it other than just pass it on to Chorus, they know about this issue, it has been happening for a while, I've done multiple line tests, yet it's the same line every time "we've logged a fault with Chorus".




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Stefan Andres Charsley

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  # 1123378 6-Sep-2014 22:02
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charsleysa:
hio77:
charsleysa: The fun thing is that I keep getting the same techies come out, they basically know my house layout off by heart.


well if the same tech is missing the fault every time, thats hardly going to get anywhere..


im surprised actually... last big fault i had, their supervisor came out after i fussed enough...



Well to be precise its the same pair of techs that come out every time.

I just wish Snap would actually do something more about it other than just pass it on to Chorus, they know about this issue, it has been happening for a while, I've done multiple line tests, yet it's the same line every time "we've logged a fault with Chorus".


problem is...

snap can only pass it onto chorus to deal with...


Chorus then pass it onto whatever company services your area.. Visionstream in my case....


There is quite a bit of room there for the hand not to be talking to the foot in that...

I wish the process was more simple, and there is no way to go direct - unless you get a reference number to deal with chorus directly, which isps aren't meant to give out as i understand it.


it is worth stating, when you go direct, and get someone at chorus who doesnt just answer phones to pay their bills, and actually cares... things happen fast.. atlest in my experience anyway.

maybe that puts some footing into the fact that isps could do more?




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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1123423 6-Sep-2014 22:59
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charsleysa:
Chorus never have techs available when the issue is actually occurring, they only manage to arrive after the issue has "disappeared" (since this issue happens during weekends and they don't arrive until Monday.

If it only happens during the weekends I'd suspect interference or crosstalk. Have you got a screenshot of the spectrum when the sync is bad?

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  # 1123424 6-Sep-2014 23:02
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stevehodge:
charsleysa:
Chorus never have techs available when the issue is actually occurring, they only manage to arrive after the issue has "disappeared" (since this issue happens during weekends and they don't arrive until Monday.

If it only happens during the weekends I'd suspect interference or crosstalk. Have you got a screenshot of the spectrum when the sync is bad?


Currently no, but it's similar to the screenshot I posted a few posts ago where it's got thousands of errors per hour.




Regards
Stefan Andres Charsley

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