Broadband Disconnections

Forums › New Zealand Broadband › Broadband Disconnections

MikeyJ

20 posts

Geek

ID Verified

#17031 8-Nov-2007 18:08

Hi Guys,

I have been reading the forums quite a bit to sort out a problem I have here at work. My business relies on having a stable internet connection 24/7 as we need to connect into our VPN from around the world. This is where our problems start, every morning i come into the office and end up having to disconnect then reconnect the ADSL connection.

We are running a Linksys WAG200G wireless router (this is not the first router we have tried here at work) and are connected to Compass UBS ADSL. Interestingly the same problem was happening when we were using Compass Wireless (Wired Country).

So far i have tried (nearly) everything. We have switched router. We have disconnected everything from the router overnight. We have had telecom in to check the lines. I have tried running 'nslookup' in the mornings to check the DNS. I have tried running pings in the mornings, nothing. Tried new cables between the router and the wall, and the server. We have a splitter before PABX. Is there anything i am missing?

Compass seem not to care much (but from the rest of the posts, it seems no ISP seems to care) and are no help in fixing this. Has anyone had the same issues? Sorted this probelm? Anything i've missed?

Thanks
Mike

Spyware

3769 posts

Uber Geek

Lifetime subscriber

#94326 8-Nov-2007 19:28

First of all you need to determine where the problem is. You mention pinging but don't say what you were pinging or what the result was. To determine if the ADSL connection is encountering loss of signal you first need to consult the routers log.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

MikeyJ

20 posts

Geek

ID Verified

#94390 9-Nov-2007 08:50

Hi,

Thanks for your reply. I was pinging compass.net.nz as that is the website of our service provider. Plus i have tried the usual (google.co.nz) both failed to resolve the name.

I have also checked the routers log, on a daily basis. The router firewall log (it includes everything from VPN logs to system logs) is not displaying anything other than my log on.

Thanks,

Mike

AmooMan

307 posts

Ultimate Geek

#94418 9-Nov-2007 10:39

Well...

If your were using Compass Wireless & now the same problem is happening on Compass UBS..

I have some ideas of what it could be..

Compass DNS server - Problem..

Hardware issue on your side.. with router / switch (something that was used with both internet connection types at the time).

Maybe its your server itselft... Problem in XP if that is what your running.

MikeyJ

20 posts

Geek

ID Verified

#94422 9-Nov-2007 10:50

Hey, Thanks again for the prompt reply.

Our main problem with that is... convincing compass that it 'could' be their DNS. They have tried to pass on the blame so many times it is not funny.

We have changed routers since the change, so that is different. We have also disconnected every piece of hardware from the new router to see if it was that problem, our issue still happened (we still had to restart the router in the morning to get data flowing).

Our Network goes. Internet ---> Linksys Router ---> Linksys 16 port Switch ----> Computers (Plus Server and Wireless Router)

Thus I have tried to rule out our server by leaving it disconnected overnight on serveral occasions, by removing the link between the router and switch. The problem still persists.

On a side note: What is it with NZ isp's? As the Sales and Marketing manager for our company I wish i could make so many promises and deliver so little. Support even less. The only plus side of Compass so far is everytime I ring them i only wait around 1 minute for their tech support guys to answer the phone.

MikeGayner

183 posts

Master Geek
Inactive user

#94442 9-Nov-2007 12:56

On a side note: What is it with NZ isp's? As the Sales and Marketing manager for our company I wish i could make so many promises and deliver so little. Support even less. The only plus side of Compass so far is everytime I ring them i only wait around 1 minute for their tech support guys to answer the phone.

The problem isn't just with NZ ISP's - it's with NZ consumers. We sit around moaning about how bad a service is, but continue paying the bill. Vote with your feet - take your business elsewhere. If enough NZ'ers followed this fundamental principle, there would be a lot fewer bad ISP's (among other providers of services).

AmooMan

307 posts

Ultimate Geek

#94444 9-Nov-2007 13:17

MikeGayner:

The problem isn't just with NZ ISP's - it's with NZ consumers. We sit around moaning about how bad a service is, but continue paying the bill. Vote with your feet - take your business elsewhere. If enough NZ'ers followed this fundamental principle, there would be a lot fewer bad ISP's (among other providers of services).

I would tend to disagree with that.
Eg.. In an area with only one type of Practical "boadrband" ADSL.. What do you switch to? Dial-up?
And this is for most of Kiwis
There isnt any alternative so we have to put up with under par performance. So what im saying is we have the right to moan.. And Moan we shall.

MikeyJ

20 posts

Geek

ID Verified

#94450 9-Nov-2007 13:43

Hehe,

Moan we shall indeed. From my understanding, if i cannot get them to admit defeat and admit it is their fault, then i am still bound by the contracted term, otherwise we end up paying fees. Now if I am looking to not pay them for their crappy service, i definately would not want to pay for a disconnection fee.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

Spyware

3769 posts

Uber Geek

Lifetime subscriber

#94503 9-Nov-2007 18:46

First step is to ping your public ip address or public gateway (router should tell you this) and remove any domain name resolution from the equation. Post result.

Do your computers obtain IP address and DNS server addresses via DHCP from the router? - if so does the router give out its own LAN side address or the ISPs public DNS server addresses??

KiwiOverseas66

173 posts

Master Geek
Inactive user

#94505 9-Nov-2007 18:52

might not be the DNS. A failure to resolve could be - as you say - the DNS not working, or your connection simply isn't making it to the DNS at all. Can you ping the compass DNS servers when this happens?

If you can't then the connection isn't making it pass the compass BRAS. May need to ask compass to reset the account.

IMHO - if you really want a 24/7 reliable ISP connection - then you need a leased line (actually 2 - to 2 different ISPs). I don't know that the world "reliable" and "internet" can be used in the same sentence;-)

AmooMan:

I would tend to disagree with that.
Eg.. In an area with only one type of Practical "boadrband" ADSL.. What do you switch to? Dial-up?
And this is for most of Kiwis
There isnt any alternative so we have to put up with under par performance. So what im saying is we have the right to moan.. And Moan we shall.

oh contrary! I sort of agree with both. I don't think there is anything wrong with giving your service provider a rev up, but in NZ we seem to take it to an art form. It seems sometimes that people are more happy to sit back and complain then do something about it. Plus there are alternatives. 3G mobile, Satellite has been around from the beginning as a viable option. In the days when Xtra was pusing Jetstart - Ihug had ultra. A couple of hundred bucks set up, then $50 per month. No upload to speak of - but good download for its day. It never took off. Ihug eventually canned it. Seems people were more content writing endless letters to the various newspaper editors (and the newspapers were happy to have them)! :-)

Regs

4066 posts

Uber Geek

Trusted

Snowflake

#94520 9-Nov-2007 22:57

MikeyJ:
My business relies on having a stable internet connection 24/7 as we need to connect into our VPN from around the world.

We are running a Linksys WAG200G wireless router (this is not the first router we have tried here at work) and are connected to Compass UBS ADSL. Interestingly the same problem was happening when we were using Compass Wireless (Wired Country).

In my opinion if you require a stable 24/7 internet connection and your business relies on it perhaps you should be looking at a different product - perhaps frame relay? There are typically no guarantees on DSL or Wireless types of service but you can get service guarantees on premium products such as frame relay and fibre.

last i looked you had to pay a minimum of about $600 per month for a frame relay connection, but surely if your business relied on internet connectivity and was costing you money in downtime it would be worth the investment.

Sales Engineer
Snowflake
www.snowflake.com

about.me/nzregs
Twitter: @nzregs

MikeyJ

20 posts

Geek

ID Verified

#94552 10-Nov-2007 09:55

I will definately have to research these other products, guess weight up the benefits and costs. I doubt that that kind of expense is in the budget right now. You never know.

Does anyone know of any good frame relay/fibre suppliers in the South Auckland region?

There are typically no guarantees on DSL or Wireless types of service but you can get service guarantees on premium products such as frame relay and fibre.

This is the part that gets me. Provide a product / service and not have any sort of guarantees on it.