Should I be complaining about these line stats? Who to?

Forums › New Zealand Broadband › Should I be complaining about these line stats? Who to?

rossmcm

111 posts

Master Geek

#157570 5-Dec-2014 01:10

We recently had ADSL2+ from Actrix connected. The house was prewired with CAT5 cabling and a patch panel and a master splitter from the previous owner's broadband so it was relatively easy to connect up at my end.

I couldn't get sync at all initially and that turned out to be some poorly done wiring on the incoming side of the splitter. Once that was remedied it would sync, but only with the modem (NetComm NB604N) set to ADSL2. If I enabled ADSL2+ it would not sync. Just to be sure it wasn't the house wiring I disconnected the house entirely and connected the modem directly to the incoming pair.

Here are my connection stats:

Apparently I'm pretty close to the cabinet:

I get download speeds of 2-3 Mbit/s, Ookla is:

So where to from here?

put up with it?
moan to ISP?
moan to Chorus?

Any comments appreciated. I'm particularly interested in how I can find out more about the quality of my copper to the home, or whether I am actually configured for ADSL2+.

Thanks for reading this far,

R

PeterReader

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#1189053 5-Dec-2014 01:10

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.

johnr

19282 posts

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#1189067 5-Dec-2014 06:11

You can't moan to Chorus as you are not a Chorus customer

Jase2985

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#1189073 5-Dec-2014 06:44

try a different modem

sbiddle

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#1189080 5-Dec-2014 07:14

Your only relationship is with your ISP. They are your point of contact for any issues.

MikeB4

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#1189088 5-Dec-2014 07:29

sbiddle: Your only relationship is with your ISP. They are your point of contact for any issues.

In that statement so very much is explained, but alas it is where the Chorus fiasco begins and ends.

sbiddle

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#1189092 5-Dec-2014 07:40

In the post above your sync rate is showing a perfect ADSL connection using G.DMT

You really need to eliminate the modem as a cause and ensure that it's set correctly. What you're describing so far doesn't really make a lot of sense, especially when you start tweaking modem settings.

rossmcm

111 posts

Master Geek

#1189106 5-Dec-2014 08:20

Thanks for the numerous comments already. I have tried a different modem (a Zyxel - fancier Voip modem) Actrix sent me with the same results. I will be a bit more structured about my testing though and post the results plus my existing modem settings. The NetComm modem came preconfigured by Actrix and had ASDL2+ enabled. I had to deselect it to get it to work. The same modem at work syncs at 20Mb, despite being much further from the cabinet, if the copper loop figure is to be believed:

Footnote: No beef with Actrix. Great company, very responsive, excellent help-desk staff.

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

sbiddle

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#1189146 5-Dec-2014 09:16

What have Actrix said they believe the issue is? If you've tried different hardware then the issue possibly lies with your ISAM port profile.

Chorusnz

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#1189247 5-Dec-2014 11:48

Something is wrong with either your installation, provisioning or your setup with your ISP.

Please refer this back to your ISP. They have a bunch of tools they can use to investigate & resolve this issue.

They can escalate to Chorus faults if they need assistance.

^GL