VDSL issues driving me crazy , good sync rates but something up

Forums › New Zealand Broadband › VDSL issues driving me crazy , good sync rates but something up

seretonin

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#260076 9-Nov-2019 13:15

So ive had VDSL with excellent sync rates for a while , ive had a couple issues in the past but they were nothing to do with me or my property, (line card replacement at cabinet /lose cable in cabinet). i live in a semi rural area so not alot changes . about 3 months ago a new subdivision got put up on a neighbor property , the guy that trench it absolutely munted my cable running to my place , the cable was fixed after two months of issues . although its apparently fixed i get constant syncing issues where the modems drop and sync anywhere from 10 - 50 times a day , i have made chorus not close the job because it isnt fixed even though they claim it is .

ive had four different technicians around , tried different modems , dost make any difference at all .it even still drops with the modem they supplied.

just abit of background , im with bigpipe VDSL with static IP

i have two Huawei hg659 (tried all the diff firmware vodafone/spark/bigpipe)

one Huawei hg630 from chorus

one Fritzbox 7490 which i bought recently

one Fritzbox 7360 which i used for years

im almost at my wits end about what to do , if anyone has any suggestions that could help me out id really appreciate it . or if anyone at chorus could look into it too , that would be awesome.

ive attached a whole lot of screenshots , sorry for so many .

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meow
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#2350729 9-Nov-2019 13:34

One for you @hio77

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hio77

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#2350731 9-Nov-2019 13:36

This sounds and looks like there is a contact issue along the way..

Your right, these faults can be a pain when the speed is solid. being a vectored it would be rather resistant to drops from noise etc, but that does nothing for physical ones.

my recommendation is to reach out to your provider to see about options to escalate it up the path with @Chorusnz.

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seretonin

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#2351693 11-Nov-2019 15:44

hoping this email to my ISP will get it escalated

could this please get escalated at chorus

My story beings 5 months ago (yes thats how long ive had this issue),
i live in a rural area , so not alot really changes here ,ive had a
couple of issues in the past (a line card failed in the cabinet , also
a loose cable in the cabinet)but nothing too major. the neighboring
property recently got sub-dived , the day the trenching was done was
the day my problems all began, i first contacted bigpipe(my ISP) about
this was Fri 28/06/2019 1:45 PM (maybe even earlier actually)regarding
my constant sync issues with my internet , THIS ISSUE HAS NOT BEEN
RESOLVED AND ITS BEING 5 MONTHS OF CONSTANT DISCONNECTING AND SYNCING.
ive spend hunderd of dollars on new modems ,internal and external
wiring to the property , i now have 5 modems in total , all with the
same result , according to the last technician to visit that was
actually interested in fixing the issues he has repaired the cable but
the issues has remained (this only took 4 visits from chorus with the
previous technicians saying "dont call back in a month or i dont get
paid because of the code system they use) i honestly could not care if
the technician gets paid or not , i just want my dam internet fixed.

at the property lives my 81 year old father who is undergoing medical
treatment , he has missed important phone calls and appointments due
to the instability of the line .

i know bigpipe is the ISP and chorus maintains the network , but this
is beyond a joke , i know people get upset when there internet is
malfunctioning , but try having 5 months of it .

here's a thread i started about with more details and screenshots
https://www.geekzone.co.nz/forums.asp?forumid=49&topicid=260076

so im asking you to escalate this problem with chorus before i look at
other avenues as my frustration has just about peaked because this
level of incompetence is unimaginable in this day and age , from contractor that munted the cable to the
chorus techs saying its fixed or dont call back cus i dont get $$ , to
bigpipe closing open jobs that arnt fixed.

Please respond so i can atleast acknowledge that this message has been received

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hamish225

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#2359934 24-Nov-2019 07:53

When this finally gets fixed i want to know what happened 😜

Maybe a brand new line from the cabinet to your house will help 😜

*Insert big spe*dtest result here*

Dairusire

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#2360317 25-Nov-2019 09:03

Also bumping because curious about the issue.

seretonin

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#2360596 25-Nov-2019 18:55

the line still drops ,see screenshot....been swapping routers so this has only been active since midday sunday

i've scheduled a ISP change for the middle of next month , Bigpipe to 2degrees (dont even know if it would make a difference). so annoyed because i had decent internet for years prior to trenching the line next door.

feel bad as the last tech was really good and actually put in alot of effort to trying to fix the fault , anyway ill see what changing ISP does.

the fault is that my internet drops and the router says that its "training" , ive tried changing the SNR on the fritz but it makes no difference what so ever . came here hoping people way smarter then me would have some suggestions :P

will update when i change ISP

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toejam316

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#2360631 25-Nov-2019 20:35

I imagine an ISP change won't make a difference - if you're having frequent disconnects, it sounds like there's either a port issue or a cable issue and given what you've described I would bet on a cable issue.

Unfortunately this stuff can be really curly to fix, I can provide some decent instructions on HOW to attempt to fix it, but really the Chorus tech will need to carry out those steps.

Next time you talk to Chorus or their field tech, can you ask them to look into the fault history (Chorus should definitely have this and your RSP would have been given this info) and check for the following
1. Has a port change been attempted

2. Has an alternative Distribution pair been used?

3. Has the line been tested with a Dynatel FEDII or similar for loss?

My gut instinct given what you've told me is that there's a bad joint, or stretched section of cable that's gone HR.

Is there any rhyme or reason to when it seems to start packing in, like bad weather, warmer weather, certain times of day?

Also, do you have any idea where the cable damage was, in terms of if it was in your specific lead in to your property, or if it was in the main distribution cable?

These kind of faults end up a bit like pulling teeth - you've really got to find a cable tech who knows a lot about DSL (not that common in my experience), who knows what to look for and is willing to help, which is getting rarer and rarer in the field force as pay gets worse and worse. A fault like yours falls firmly into the how long is a piece of string category in terms of time frames, and all of that time is going to be non-productive time the tech isn't making money.

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hamish225

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#2360731 26-Nov-2019 03:37

This might sound obvious, but if you have a landline phone, try plugging that in, see if you can hear any crackling on the line. as this will cause drops

*Insert big spe*dtest result here*

Batman

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#2360738 26-Nov-2019 07:13

maybe splicing in a piece of copper into a 4km line doesn't play well with VDSL?

toejam316

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#2360753 26-Nov-2019 08:34

Batman:
maybe splicing in a piece of copper into a 4km line doesn't play well with VDSL?

You, my friend, are not familiar with the copper network then. It's more splice than cable at this point...

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Dairusire

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#2360762 26-Nov-2019 08:50

Also personal opinion, I think it'd be unwise to swap providers at this point.

I'd honestly take BigPipe support over 2 Degrees support any day.

I know it's frustrating but this isn't an issue that'll go away with a provider swap. The issue is unfortunately, and clearly with either;

A. The pairs to your house that you're using for DSL

B. The port at the cabinet

C. A combination of both

D. (Least likely, but it could be coincidence) theres an issue with wiring inside your house post termination point.

All of which can only be sorted by @Chorusnz, on the exception of D of course. That's all you.

Switching providers will also garner you another problem. They will not know what the issue is, or have a history of what you've tried to do at BigPipe etc, so you will need to go through the rigmarole of troubleshooting, testing equipment etc and waste more of your time.

If you're dead set on changing ISP's then change AFTER this is sorted. It'll only waste more of your time otherwise.

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seretonin

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#2360772 26-Nov-2019 09:15

Thanks for everyones help and replies . i only use VOIP (2talk) so i dont actually have a phone line . i dont even thing ive connected it at the ETP , i run my own cable from the ETP and im 100 % positive there isnt any issue with it (my dad cut the original one gardening) so i just run a cat6 cable from the ETP and ive connected it directly to my modem been running fine for years / also see my screenshot of before and after .

the tech has done a port change i know that.

see attached map , the heart shape is where the trencher cut the cable . the circle is the cabinet.

the most frustrating thing is that we survived on a conklin with less then a 1mpbs down/up for years , then we move to RBI , then the cabinet gets upgraded(yay) , then i have trouble free internet for years, then the day the trenching happened it all falls apart.

hypothetical question here asking for a friend"if a friend has a oscillator scope would that be able to locate the location of a earth fault ? "

this is the last meaningful message i got from bigpipe

"Hi xxxxxxxxxxx

I hope you're well.

We've gone ahead escalated your case with Chorus and they have advised the following this morning:

This fault is still under observation. Port stats shows re-syncs are intermittent and seem to occur only in the afternoon. However as there are also long periods of stable and error free service. Requested update from dispatch, currently waiting on their response.

I'll be keeping a close eye on this fault and will let you know once we've heard back from Chorus."

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Dairusire

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#2360776 26-Nov-2019 09:21

You have one really good thing going for you at this point. You're REALLY close to that cabinet. Also, those VDSL speeds were spectacular.

At this point, sit it out and hope that the Chorus person who's been tagged multiple times in this one replies and takes an interest.

seretonin

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#2360847 26-Nov-2019 10:57

i attached the phoneline back up i think* (does this look right ?) the orange and white are connected to the voice line , which runs straight from the ETP through a cat6 cable , blue and white are for my internet . (if my internet ever gets fixed i intend to connect it to a faceplate in the wall ).

(before phone line )

after phone line

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Killerkiwi2005

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#2360850 26-Nov-2019 11:07

I had similar issues, they changed the port, replaced the modem, redid wiring in house, eventually a tech turned up (months later) and replaced the wiring to the road and have not had an issue since.

I assume this is a cost thing so they try everything else first but it was 3 to 4 months of connections dropping constantly

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