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'That VDSL Cat'
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  #2451484 31-Mar-2020 12:39
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no way was a 29.9dB line doing 50/10 previous, so that would certainly be a fault. Probably a loose pair at the pillar...  





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


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  #2451494 31-Mar-2020 13:02
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hio77:

 

no way was a 29.9dB line doing 50/10 previous, so that would certainly be a fault. Probably a loose pair at the pillar...  

 

 

what @hio77 said!


 
 
 
 


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  #2452907 2-Apr-2020 12:56
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@dazman626 were you able to contact your RSP and get this resolved?




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  #2452930 2-Apr-2020 13:32
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HI.

 

 

 

I sent an email to broadband@contactenergy.co.nz on Saturday, but they have not responded yet.

 

I was wandering who the ISP is to contact them directly rather?


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  #2452931 2-Apr-2020 13:33
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dazman626:

 

HI.

 

I sent an email to broadband@contactenergy.co.nz on Saturday, but they have not responded yet.

 

I was wandering who the ISP is to contact them directly rather?

 

 

@dazman626 You only deal with the company you pay for your internet connection!

 

I would call them and log a fault not email




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  #2452933 2-Apr-2020 13:34
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I get that ! ..
But they are NOT responding to my plea for help... what do I do now?




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  #2452934 2-Apr-2020 13:35
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i will try the phone again.. thx


 
 
 
 


'That VDSL Cat'
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  #2452935 2-Apr-2020 13:38
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i'd recommend trying the following:

 

 

If the result of your speed test is less than half of what the expected speed is at your property, please give us a call on 0800 401 373 to discuss further.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 




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  #2452964 2-Apr-2020 14:00
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Just spent 10 minutes with them on the phone.
Was asked to changed Wi-fi channels and width, and asked what version of windows i was using.

 

I kept explaining that I have a wired connection to the router and all of this will not affect my speed from router to exchange.
I can switch all wifi off, still the same result.

 

He then said he would send an email to the technical team, but due to the present situation, they do not know when this will be addressed.

 

So, I need to live with it till someone calls.

 

 

 

Thanks anyway for all advice so far.


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  #2452967 2-Apr-2020 14:03
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They didn't know how to log a fault? Yeesh - I will steer clear of this provider.


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  #2452968 2-Apr-2020 14:04
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Yes. This is why I why like using a normal ISP as my ISP, not a power company as an ISP....

 

I would call them back just before 5 tonight if you've not heard anything. Keep hassling them about it. If you can't get any decent resolution, request a direct contact to someone in the technical team. It should not be hard for someone to look at this and see there is major line issue going on. 

 

I don't think there is anyone on the forum from Contact is there?




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  #2452971 2-Apr-2020 14:10
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To be honest I have no hassles with their service to date.
Really great pricing too. Can't be beat (i don't think)

 

The chap on the phone was just following the script of first line testing before passing on to 2nd line.
Although a bit frustrating, I get it, so I will let the process run a wee bit.

 

I need to support my organization and my kids are moaning at the streaming speeds etc...

 

I don't want to be ungrateful. Some people are far worse off.

 

I will chase them later if nothing happens..
Really want a bit more speed to make things bearable.

 

 

 

thx


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  #2452979 2-Apr-2020 14:25
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This is one of the main reasons why power companies shouldn't do broadband. Yes it's cheaper but...you get what you pay for (when it comes to support, anyway).

 

Usually it's all good when it works, until something happens and you need help; suddenly those few dollars you've been saving every month pale in comparison to the time and effort taken to resolve a fault with your provider.


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  #2453090 2-Apr-2020 15:10
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dazman626:

 

Just spent 10 minutes with them on the phone.
Was asked to changed Wi-fi channels and width, and asked what version of windows i was using.

 

I kept explaining that I have a wired connection to the router and all of this will not affect my speed from router to exchange.
I can switch all wifi off, still the same result.

 

He then said he would send an email to the technical team, but due to the present situation, they do not know when this will be addressed.

 

So, I need to live with it till someone calls.

 

Thanks anyway for all advice so far.

 

 

 

 

NONE of this has anything to do with the sync rate between your modem and the DSLAM I really hate some RSP's support sometimes

 

@BMarquis are you able to run a line check for this lad please ?

 

 


'That VDSL Cat'
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  #2453141 2-Apr-2020 15:57
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nztim:

 

NONE of this has anything to do with the sync rate between your modem and the DSLAM I really hate some RSP's support sometimes

 

 

Remember, in this case it's a company who isn't wholesaling but partnering. it's very much like Stuff Fibre.

 

If you need to raise a fault with them, it needs to go to Devoli to manage it as a Tier 2 basically..

 

 

 

When your a provider in that situation, you get all your tier 1 testing out of the way first. Possibly even blind (in terms of system tests which sounds like the case here)





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


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