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10 posts

Wannabe Geek


Topic # 18109 28-Dec-2007 07:54
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Regardless of what company we are with, what modem we use, phone extention cable filters bla bla bla, the internet here has always had this strange disconnecting/resetting issue.

A typical example of it is: get up at 6am, turn on the computer, check out a couple of emails or websites, then suddenly no pages will load. Glance over to the modem (currently a lynksys WAG200G) and yup, the DSL and internet lights have gone off. Wait a minute for it to recconect, start browsing again...then anywhere from another 2 minutes to 20 minutes, it happens again.

It has happened with Xtra, orcon, ihug, woosh and xnet. It has happened with 3 cheapie telecom modems, 2 cheapie ones from woosh, and the $200 lynksys.

The broadband companies say it's not their fault, say I need to get onto telecom. Ok, did that. Man came around and found something shorting out in the phone line, fixed it, promised me that would fix every issue. He goes away, I get on the internet and wham, 5 minutes later it's resetting the connection again and again. GRRR!

If anyone has any clue what could be doing this and whether it's something telecom should be looking at or not, can you help a gal out? And before anyone asks, yes I have tried resetting the modem, hehe. Yep, I stuck a pin in the little hole in it's bottom :).

Cheers
Michelle

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  Reply # 101994 28-Dec-2007 08:13
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I take it that you've done the following:
* If you don't have a splitter installed, are all POTS devices filtered?
* Tried different filters?
* Tried different jackpoints?
* Tried with the modem 'isolated'? ie. no devices including filters on line, except for the broadband modem
* Do you have a monitored alarm - these can ruin your fun if a splitter isn't installed.

The fact that its occuring across Internet providers indicates its probably nothing specific with the provider thats causing it, so it could be a wiring (or modem issue) issue.

If you are with a wholesale ISP such as Slingshot, Orcon, Ihug, WorldxChange etc, they should be 'owning' the issue and raising it with their wholesale channels. They should never direct you back to Telecom retail channels because you pay that company, not Telecom for internet service and support. They can arrange for tests and if needed - a tech visit (its well documented on geekzone).

It sounds like they've been fobbing you off. Yes, it is something that needs to be raised to Telecom (probably for a tech to check the wiring) but the way that they are doing it is absolutely poor. Its been done multiple times on the forums before and one of the moderators got stung by an ISP (Orcon) who'd refuse to raise a fault due to his DSL issues.





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10 posts

Wannabe Geek


  Reply # 102162 29-Dec-2007 10:17
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Thank you very much Laughing, for the helpfull reply.

We've tried different:
  • Modems
  • Jackpoints
  • Filters
  • Phone cables
  • Companies
Pretty much anything we could think of really. Haven't really done too much complaining with Xnet as I'm afraid i'm not that good at understanding the accents of the call centre people, I'm accent challenged.

I've tried our hardware at other peoples houses and it's worked fine.

I will get onto Xnet, thanks for the help, very much appreciated Wink.

Michelle

 
 
 
 


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Reply # 102164 29-Dec-2007 10:23
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Ah, Xnet has had reports of reasonably good customer service.

They shouldn't have any issues booking out a tech.




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  Reply # 104453 12-Jan-2008 23:27
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i had the exact problem as you. what i did to fix it was update my modem firmware and make sure all filters are pluged in. if u still have the problem you probably have a faulty filter


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  Reply # 104481 13-Jan-2008 10:06
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a31cefiro: Thank you very much Laughing, for the helpfull reply.

We've tried different:
  • Modems
  • Jackpoints
  • Filters
  • Phone cables
  • Companies
Pretty much anything we could think of really. Haven't really done too much complaining with Xnet as I'm afraid i'm not that good at understanding the accents of the call centre people, I'm accent challenged.

I've tried our hardware at other peoples houses and it's worked fine.

I will get onto Xnet, thanks for the help, very much appreciated Wink.

Michelle


It does sound like a Line issue, your ISP should take ownership even if it's a Telecom line issue, your relationship is with the ISP not Telecom, in this case if it's us we will own the problem Laughing, I don't think you should have to many problems understanding our accents, our Call Centre is in NZ Wink

When you log a fault make sure you get a Fault Number , that way it's easy to reference the issue




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

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