Drop in sync speed after Chorus work

Forums › New Zealand Broadband › Drop in sync speed after Chorus work

alinz

71 posts

Master Geek

#166360 10-Mar-2015 22:35

Yesterday our line was disconnected inadvertently while a Chorus tech connected some new houses over the road from us. Frustrating, but after getting on the phone to Snap they arranged for another guy to come out today and correct the problem. We do now have a working phone and adsl back, but in the process have lost about 3 megabits of download speed. I'm not quite sure what to do now as I'm concerned if I arrange for another call out I may be charged the $275 no fault fee if they decide the speed is above the required standard.

The line attenuation seems to be the same as before, and the modem isn't showing a flood of errors. Previously I was syncing at about 12500 Kbps.
I'm connected to an exchange on the wholesale network.

PeterReader

6019 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#1255009 10-Mar-2015 22:35

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.

michaelmurfy

meow
13263 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1255033 10-Mar-2015 23:03

Do you have a master filter installed? If not, go get one installed or check if you're in a VDSL2+ area and go towards that, looks like from what you've posted will help.

It is likely that you have a different line going to your house now (if you're in Hokitika I can think up a single reason why this is)

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

alinz

71 posts

Master Geek

#1255035 10-Mar-2015 23:08

Hi Michael, I do indeed already have a master filter installed. Previously with Orcon I was hitting sync speeds of 16mbit on their LLU network, and a few days ago comfortably sitting on 12.5 so I feel the issue is definitely more to do with what the tech has done. I'm located in central Auckland. Unfortunately not in a VDSL zone.

michaelmurfy

meow
13263 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1255041 10-Mar-2015 23:16

alinz: Hi Michael, I do indeed already have a master filter installed. Previously with Orcon I was hitting sync speeds of 16mbit on their LLU network, and a few days ago comfortably sitting on 12.5 so I feel the issue is definitely more to do with what the tech has done. I'm located in central Auckland. Unfortunately not in a VDSL zone.

Ah damn, the dig about Hokitika was about one of my friends who had his pair switched with another person on the street which upped his sync speed etc, his old pair was pretty mucked up so was swapped with somebody who was thought to not have broadband - just a personal joke :)

The problem is unless if your service was dropping there is not much Chorus can do due to the fact the broadband network is essentially "over 32kbit? working as expected". You could log a fault with Snap however I don't think it will get anywhere. Just hopefully Chorus sees this and sorts something out for you really! I've had this happen to me before and it seriously wasn't fun (drop in sync from 16mbit to 12mbit).

alinz

71 posts

Master Geek

#1255053 10-Mar-2015 23:31

Yeah that's what I feared. Very frustrating being in a situation where any working connection is considered to be 'good enough' even when the service was substantially better before work was done in the street.

Jase2985

13463 posts

Uber Geek

ID Verified

Lifetime subscriber

#1255082 11-Mar-2015 06:47

its a best effort service, thats affected but noise on the line.

maybe last time it synced there wasnt as much noise on the line?

i think you are SOOL, and its just something you are going to have to live with, you could try restarting the modem and see it if gets the speed back, maybe early morning?

alinz

71 posts

Master Geek

#1256604 11-Mar-2015 20:33

Jase2985: its a best effort service, thats affected but noise on the line.

maybe last time it synced there wasnt as much noise on the line?

i think you are SOOL, and its just something you are going to have to live with, you could try restarting the modem and see it if gets the speed back, maybe early morning?

I don't really accept that 7.5mbit is best effort with an attenuation of 23db and a master filter. The map on the Chorus site labels my area as 10Mbit+, and that's what I've experienced for the last year and a half until the connection was cut 3 days ago. I feel like Chorus have done the bare minimum to fix their stuff up without any regard for quality of the line, and I'm hoping the representative on GZ will see this thread and offer a solution. I've tried restarting the modem, but I'll try it again early morning too.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

Jase2985

13463 posts

Uber Geek

ID Verified

Lifetime subscriber

#1256609 11-Mar-2015 20:44

1. the website is a guide only, read the conditions under the map
2. are you above the regulated minimum service level?

if the wiring in your house is up to spec, what do you want chorus to do? they cant magically get your sync speed back.

if you are back on the same cable pair on the same port in the cabinet/exchange what can they do?

do you want them to run a new cable to your house? there really is no easy/cost effective solution

I was on a 64/10 VDSL connection till water go into a cable joint outside my house, where the main street cable met the riser up the power pole. im now on 54/10 after the fix, chorus i want my speed back. nothing they can or will do.

do you see the issues here? or are you overlooking them because your annoyed/angry you have lost you speed?

alinz

71 posts

Master Geek

#1256616 11-Mar-2015 20:56

I have no idea if they reconnected me to the same cable pair and port. The tech was working in one of the small grey tubes that sticks up from the ground. Perhaps they could try a port reset? I'm not the expert in what could be done to improve the connection on the street. I'm not particularly angry, just keen to receive advice from Chorus or suggestions on whether approaching Snap again may help.

At the end of the day if i'm SOOL as you say, so be it. But I don't see a logical reason why the problem couldn't be corrected by another tech visit if Chorus are willing.

RunningMan

8961 posts

Uber Geek

#1256621 11-Mar-2015 21:02

alinz: [snip] But I don't see a logical reason why the problem couldn't be corrected by another tech visit if Chorus are willing.

If a number of new connections have been made to the same cable feeder you are on, then that will result in an increase in the background noise on your pair due to crosstalk - in simple terms, your modem then negotiates a slower connection in order to maintain stability.

Early VDSL adopters frequently notice this are more users come on line - their connection rate then slowly drops with time. Google crosstalk for more info.

Essentially, there may well me no actual physical fault, but just a result of new connections coming on line, so nothing that can actually be done about it.

richms

28191 posts

Uber Geek

Trusted

Lifetime subscriber

#1256639 11-Mar-2015 21:38

They are not really caring about low speeds anymore.

I complained ages back about my VSDL being 14/4 and a tech came out and basically said thats all I will get here, depsite my other conection being 20/10.

Now the flatmates connection has gone to crap and snap were basically trying to discourage him from getting a chorus tech out to look at it.

Richard rich.ms

Detruire

1772 posts

Uber Geek

#1258264 14-Mar-2015 10:08

The same sort of thing happened on my parents' line.

There was a lot of audible static on the line which the Chorus muppet "fixed" by changing them to a different pair somewhere down the road. That cut their sync rate from ~8Mb/s to ~3Mb/s. When this was pointed out to him, he flat out said that he didn't consider this to be a problem, and that he wouldn't take a second look.

They have since had another person from Chorus out. That tech said that he believed it to be caused by generally poor condition of the lines in the area, but that Chorus didn't care because Northpower had rolled out UFB in the area.

rm *