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Topic # 13732 26-May-2007 10:06
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I have been using ihug's Blink 256 service for more than a year and made the jump to the ihug 7.5 meg ADSL service on 1 May.  Things used to be pretty sweet with only minor outages but since upgrading (and having Telecom upgrade the gear at their office) my service has become extremely unreliable .

Last night I was offline for nearly three hours, and this morning it's been off almost an hour and a half since 6 (it's now 10).

Ihug insists that everything's fine, and have told me that Telecom put a monitor on my line and it indicated that everything's fine, but everything's NOT fine.  They want to send someone out to "test" my end but that's pointless unless they arrive when the service is out. 

I'm running a second phone line into the house with ONLY my ADSL connection on it - no phone, and only the one outlet.

I'll try re-installing the D-Link modem they sent me when I started with Blink 256, but I already know what will happen.  Service will be no better and it won't be anybody's fault!  In fact ihug will insist that evrything's fine.

It may be my imagination but ihug's Support seems to have gotten noticeably worse the past couple of months.  They ust be working their Support people really hard as they don't seem very friendly or very helpful anymore.

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Reply # 72280 26-May-2007 10:54
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johnp1242: It may be my imagination but ihug's Support seems to have gotten noticeably worse the past couple of months.  They ust be working their Support people really hard as they don't seem very friendly or very helpful anymore.


Perhaps this has to do with support going downhill?






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  Reply # 72287 26-May-2007 11:45
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Given that Vodafones' service has gone below the point of rubbish it is no surprise that ihug are suffering from the same incompetence since they were taken over by VF. Seriously the number of times I've had complaints about Vodafone and ihugs service lately is astounding (we are a Vodafone and ihug reseller)

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  Reply # 72293 26-May-2007 13:47
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You shouldn't really be getting any outages. If the router loses sync with the exchange simply power cycling should reestablish connection. What exchange are you connected to? How far are you from the exchange? What speeds do you typically get?




Ross

 

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Wannabe Geek


  Reply # 72302 26-May-2007 16:51
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Thanks for you replies.  I'm in Christchurch still well within the city area (near Northlands Mall and St Bede's if you know the area.  I lose sync, and although I have the router set to auto connect, it tries and tries but doesn't reconnect for varying lengths of time.  Cycling the power doesn't speed things up, I have tried that.  Typically (when it's going) I can get multiple downloads totalling well over a meg/sec.  When it goes, it's incredible.  And like I said before I didn't jave ANY of this before switching to the 7.5 meg service.  Really frustratibg as you would expect.  I am also open to suggestions!

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  Reply # 72303 26-May-2007 16:53
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What kind of router do you have? Could you paste the following details from it?:


Line/sync speed:
Attenuation:
SNR/Noise margin:



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Wannabe Geek


  Reply # 72305 26-May-2007 17:04
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It's a Dick Smith XH 1148.

Line/sync speed: I'm looking at the router now and don't see a sync speed.  Data rate?  That's 3250 down and 768 up. 
S/N:  15.2 down, 15.0 up
Attenuation:  38 db down, 26 db up

Thanks VERY much for any help.

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  Reply # 72307 26-May-2007 17:44
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Those values indicate you are probably a *relatively* long distance away from the exchange, but still nothing too bad. About half way between good and bad (as you can probably tell yourself by the 3.2mbps data rate)

Does it say anywhere on there "INTERLEAVED" or "FAST" ? If so, which one? I don't think ihug turn off interleaving, but if it says FAST then I'd definitely ask them to turn interleaving back on, as this will fix any errors.

Also, can you see anything about CRC (or other types) of errors anywhere?

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  Reply # 72309 26-May-2007 18:10
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An attenuation of 38dB indicates roughly a 2.8km line to the exchange, I would have thought that you should have  downstream connect speed much greater than what you have. I have 11.3dB S/N and 44dB attenuation (downstream) and my Belkin shows a 6.4Mb/s connect speed.

Sounds to me like there may have been many cable repairs, or maybe a tail in the line creating a stub. Or there could be an equipment fault somewhere, either at your end or Telecoms.

Cyril

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  Reply # 72312 26-May-2007 18:28
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Do a quick linetest on 0800 000 000, option 4 I think. You'll have to do this from another phone, as the phone can't be off the hook when you do the test.

It won't tell you much, but if there is an obvious line fault it will generally pick that up. Also, it may be worth getting ihug to ask Telecom to change you to one of their new ADSL profiles that are designed specifically for disconnection-related issues.

As cyril7 said, 3250 *is* a bit low for ~3km away, but this is dependant on a number of other factors also. Although, I would normally expect atleast 4-5mbps, if not more.

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  Reply # 72316 26-May-2007 19:09
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johnp1242 is less than 1.5 km from the Papanui exchange with Northlands Mall being a few hundred metres away. Attenuation figure seems way too high.




Ross

 

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Speed Test


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  Reply # 72320 26-May-2007 19:26
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So it confirms the previous conclusions, either the DSL port is bad, or the modem is bad, or the line has been subjected to a bad life.

Cyril

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  Reply # 72321 26-May-2007 19:29
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Any chance of being able to try another modem johnp1242? Something a bit better than a DSE too, if possible?

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  Reply # 72322 26-May-2007 19:44
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They are normally reasonable routers, I have had a very good run with mine (since replaced but it's been working a treat down in Paeroa as broadband down there is fantastic speeds!!!!)

Vodafone are having serious internal issues I was told today, The company is literally rotting from the inside out.. though this could be all just speculation form an ex disgruntled employee.

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Reply # 72325 26-May-2007 19:48
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paradoxsm: ... ex disgruntled employee.


So you're gruntled now? :P



(sorry, couldn't help it)

EDIT: Sorry, I mean't "that person" is gruntled now... not you :)



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Wannabe Geek


  Reply # 72334 26-May-2007 20:58
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Hi again guys,  Interleaving is on and CRC shows 0.  I have two phones lines here at the house so I was able to run the "line off the hook" test on Option 4 and it came back as no faults.  I have a D-Link modem that I got a couple years ago when I first went to ADSL.  I was going to try it anyway so I'll do that tomorrow when I'm fresh, and can reconfigure my machines with the new gateway.  It will be interesting.  Speaking of interesting I found a really great piece of software that pings a site of your choice at a selectable interval and then logs the results of the connection - good or bad.  Now that's an interesting picture.  It's too early to tell from the software log but I think this is getting worse.  I'll report the results of changing modems tomorrow.  I can't help being suspicious though that all this started when I upgraded service.  Finally, thanks VERY much for your help and suggestions.

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