Burwood Christchurch user seeking Chorus help with DSLAM issue

Forums › New Zealand Broadband › Burwood Christchurch user seeking Chorus help with DSLAM issue

brickviking

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Topic # 127497 12-Aug-2013 22:24

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I'm with Slingshot, and I was a happy user. I was getting 17 megabit down, and about 800 kilobits up. My local connection was via a street-side cabinet down on New Brighton Road, commonly called BUR/S, about 500m line distance (I think).

Recently, this cabinet jumped in front of a car, and caused itself grievous damage, with half of it being damaged beyond repair (labeled DEAD), the other half stating BUR/S Copper only. Since then, Slingshot have attempted to do everything for me that they can, short of demanding that Chorus replace the DSLAM cabinet. Unfortunately, Slingshot weren't able to get me onto a neighbouring cabinet, as all those slots were full. The best that Chorus could do was to assign me to receive DSL from the Burwood exchange, a distance of nearly 7 km, and I've no idea what the line distance is, nor how many joins there are between myself and the exchange. I'm now getting between 400 kilobits and 600 kilobits downstream. Yes Virginia, my downstream's slower than my upstream speed!!

What I'm after is more information on what other cabinets I could be allocated to by Chorus. I understand there's a Chorus representative present on these forums (ChorusVan) but I'm a bit wary of just PM'ing a user out of the blue, when my problem's been 'dealt' with by an ISP. I'm trying to short-circuit the process here, as it seems that none of the ISPs affected by the cabinet damage can do anything further for their up-to-800 affected customers.

If anyone wishes to approach me via PM to gain further details, I'm happy for that to happen. I want to get faster than 597 kilobits. Really, really badly.

So, can someone directly from Chorus approach me please? I'm quite happy to natter to Slingshot again if I have to, but I don't hold out much hope for that, as they have to talk to Chorus via some sort of ticketing system.

EDIT: I've done isolation tests, nothing changed. I have a Netgear N150 modem (DGN-1000) with latest firmware available. The house has a master splitter installed, and a monitored linegrabbing alarm. All that work was done a few years ago, and has performed sterlingly up until June 29th.

Regards, Brickviking

(Post 1 - and yes, I'll introduce myself soon)

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Reply # 876152 12-Aug-2013 22:24

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

farcus

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Reply # 876198 13-Aug-2013 00:56

are you saying they are not going to repair or replace the cabinet that was damaged in a car accident?

plambrechtsen

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Reply # 876216 13-Aug-2013 07:06

Sounds pretty unusual that Chorus won't fix it.

I would just pm ChorusVan and ask them. If you were a Telecom customer I could get involved but since you're not I can always ask Chorus friends of mine what the score is with BUR/S but it doesn't sound good.

coffeebaron

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Reply # 876227 13-Aug-2013 07:53

4 people support this post

Please note; it is also a mandatory requirement of Geekzone to post such pictures here of damaged cabinets for our Geek entertainment :)
For you entertainment: http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=116699
http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=114222
http://www.geekzone.co.nz/forums.asp?forumid=135&topicid=123184

Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

cyril7

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Reply # 876229 13-Aug-2013 07:59

Why can people just learn to drive!

Which reminds me of a US automobile article that stated that the advent of ABS had moved a lot of accident outcomes from headons to killing pedestrians (and roadside hardware).

Cyril

brickviking

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Reply # 876244 13-Aug-2013 08:56

I can't post pictures, but if you travel past the intersection of New Brighton Road and Stour Drive, you'll see a poor innocent cabinet that is fenced off from the brutal cars that it tried to stop. It's doomed, Jim. The exact information I got from Slingshot about Chorus' reply is: there's no timeline for repair (or I suspect, replacement) of the fault. Now here's what I suspect will happen. Due to the earthquake, heaps of people have moved out, heaps of houses have been taken down, and further ones will be torn down. This poor cabinet will be left all alone servicing about 40 people with DSL. I don't know what the capacity is on a DSLAM, but I suspect Chorus won't think twice about putting a cabinet in for the likelihood that 40 people are all going to need DSL.

Sigh

(Post 2)

ChorusVan

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Reply # 876268 13-Aug-2013 09:48

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The local Chorus network delivery specialist advises that we did migrate users off the BUR/S cabinet as the economics of building a new cabinet that serves a significant number of residential red-zone properties just does not make sense.

The lines that previously terminated into this cabinet have been extended to the next cabinet in the area, adding approx 400 metres to the line length. This should not cause the sort of service degradation that you are experiencing. An ISAM is capable of having additional cards installed to meet the increased port requirements so there is no problem coping with the additional port demand in the cabinet. To meet the additional voice service demand we installed additional Voice-MUX equipment in the cabinet as well.

Our plan did not include connecting customers direct to Burwood exchange. So it should be working.

As you seem to be having real problems, either something wasn't built to plan or you have a port fault.

Either way, please log a fault with the customer services team at Slingshot, make a note of the fault ticket number and DM to us here. We will investigate from our end and work with Slingshot to get to the bottom of this for you.

Goosey

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Reply # 876327 13-Aug-2013 10:36

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The location is a pretty bad piece of road... i.e. its chassis bending, suspension snapping stuff.... That cabinet was just collateral damage of a lot of factors... I suspect a non local hooning through has now got the message. I dont even think the speed has been reduced either.... so yes.....a telecomunications tradgedy waiting to happen.

Oblivian

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Reply # 876390 13-Aug-2013 12:03

Drove past back to the old haunt on Sat and saw that. Poor wee cabinet. Makes you wonder if they did it on purpose!

Not only was it submerged in 2-3ft of water after the EQs and leaning over, it was subsequently raised onto wooden blocks off the deck to prevent further flooding (and puddles were always there) and tied to the fence with strops to stop it falling over :)

And now this. Sheesh.

DonGould

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Reply # 876481 13-Aug-2013 14:13

Well that is some damaged puppy. I see what you mean about it just jumping out and hitting an on coming car.

It seems very clear to me that it was attempting to cross the road to visit the nice new houses on the other side (see other images in the link below).

Clearly this is Chorus fault. They have not trained their cabinets to look left and right and they should be ashamed!

I took the time to go snap off some pics because it's only just up the road from me and and I was kinda interested to know what sort of damage these things get when connecting with moving vehicles.

Got to give the designers points, they're robust and this one looks like it took quite a whack!

Damaged Road Side Cabinet

http://home.bowenvale.co.nz/gz/rim/IMG295.jpg

More images at http://home.bowenvale.co.nz/gz/rim/

What I don't understand is how it got quite such a whack?

It's on a long straight bit of road. It's not in a stupid place at all. It's well back from the corner. It really looks to me like really bad luck that it got whacked.

http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=114222

Very interesting post there. Took months and months, like 6 months to get sorted out.

OP, you're in good range of a number of WISPs where you are there. So if you don't get any joy then drop me a line and I'll help you get hooked up. I'd think you should be able to get a 20/20 service in that area without much hassle and you've got very clear line of site to the hills.

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RunningMan

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Reply # 876554 13-Aug-2013 16:07

Perhaps the OP has been connected to ULL gear belonging to Slingshot at the Burwood exchange, rather than a Chorus connection from the next cabinet?

brickviking

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Reply # 876556 13-Aug-2013 16:12

I'm deliberately staying away from wireless service at the moment, as I want low ping times for computer games. I wondered how it looked.

Regards, BrickViking

(Post 3)

DonGould

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Reply # 876565 13-Aug-2013 16:28

brickviking: I'm deliberately staying away from wireless service at the moment, as I want low ping times for computer games. I wondered how it looked.

Regards, BrickViking

(Post 3)

Wireless isn't going to have much impact on your ping, and could be much faster than DSL.

However this does depend on how your provider is peered and where the game servers are.

At the sync speeds you're talking about, I can't imagine the ping times at present are good at all!

The best outcome here really for you is if it is just a fault and Chorus can sort it quickly (unlike that other post I linked above).

My point here was purely that you're not stuck for options and you should shout out if you need some help!!! :)

(I spent half of last week in that neighbourhood moving a nice old red zoner out of his loverly new home because it was written off. The stuff is just heart breaking!!!)

D

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Oblivian

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Reply # 876591 13-Aug-2013 16:51

haah it still had a fence behind it when I saw it on the weekend! damned house clearing.

Didn't notice it had its shoes replaced from classic 2x4 to concrete, Must have been the reason for the quick diversion some time back.

brickviking

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Reply # 876601 13-Aug-2013 17:06

RunningMan: Perhaps the OP has been connected to ULL gear belonging to Slingshot at the Burwood exchange, rather than a Chorus connection from the next cabinet?

I think that is what may have happened. I was advised at some stage during this whole long process that if I were to be migrated to another cabinet, that I would then have to be shifted over to being supplied by Slingshot's wholesale contract, as opposed to Slingshot's own gear. In my mind, there's something wrong with this supposition, as I would theoretically have had to pay that higher price throughout my time of being on Broadband Unlimited (and supplied by BUR/S cabinet and NOT directly from the exchange) yet I haven't paid that higher price. I was unwilling to pay more, as I'm already paying quite a significant chunk of my limited income, deliberately for the Unlimited factor. Call it customer loyalty if you like.

Personally, I hate the fact that Chorus have had to make a financial sacrifice in the local area, and not restore the cabinet to working order. My wife is even more unsatisfied, as it's affected our gameplaying and downloading significantly. Trying to update one of my Steam items has taken about four days of her staying almost entirely offline while I try to download 6.9Gb at roughly 150-200Mb per hour. I thought I'd leave emotion out of it for the query to Chorus - we all know how far emotion gets us...

Regards, BrickViking

(Post 4)

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