[WXC/VFX] Anyone else having problems getting telecom to look at line faults?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Anyone else having problems getting telecom to look at line faults?

wusiwug

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#81878 19-Apr-2011 17:12

I have been having ongoing connection issues with my VFX service for over 6 months. Was initially advised that my first router, less than 6 months old, was broken and needed a new one. Brought a new cisco SRP527W which did not improve the situation: continued dropoffs of up to an hour. Over the past month the dropoffs have become more regular and for longer periods. After ringing the help desk several times a linecheck was done and a "fault" fixed by telecom....yeh right. Drop offs have continued. Rung the helpdesk again and was told that "yes you are having alot of dropoffs and your download speed is pitifull, I will investigate this further. You (me) should ring back on tuseday for an update". Which I did. And was told by some amature that I should expect at least 2 dropoffs a day and I would be lucky to be getting 2Mbs download speed Max. And that Xnet would not investigate further untill I was getting "at least 10 dropoffs a day for a week". So the following week the line gets worse untill no connection at all. Several phone calls to xnet later and a fault is finally registered with Telecom again. After having no internet for 3 days I recieve an email saying the fault has been fixed by Telecom. Yes I do now have a connection but it still drops off as you can see via the Router Log:

Log List
Summary
Apr 19 13:54:10 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 13:54:16 SRP527W daemon.notice cmd_server: handle_wan_done: PVC 1 is up
Apr 19 14:07:35 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:08:05 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:08:48 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:09:07 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:18:40 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:19:09 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:19:34 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:19:49 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:20:05 SRP527W daemon.notice cmd_server: handle_wan_down: PVC 1 is down
Apr 19 14:20:14 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:20:58 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:21:23 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:22:01 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:22:26 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:23:10 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:23:14 SRP527W daemon.notice cmd_server: handle_wan_done: PVC 1 is up
Apr 19 02:23:51 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 02:24:21 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 02:24:41 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 02:25:02 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 02:25:12 SRP527W daemon.notice cmd_server: handle_wan_down: PVC 1 is down
Apr 19 02:25:25 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 02:25:54 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 02:26:06 SRP527W daemon.notice cmd_server: handle_wan_done: PVC 1 is up
Apr 19 02:26:07 SRP527W daemon.notice cmd_server: handle_wan_done: PVC 1 is up
Apr 19 14:26:34 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:26:53 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:27:18 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 14:27:32 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 14:27:57 SRP527W daemon.notice cmd_server: handle_wan_down: PVC 1 is down
Apr 19 14:28:04 SRP527W daemon.notice cmd_server: handle_wan_done: PVC 1 is up
Apr 19 15:25:37 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:26:06 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 15:26:43 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:27:02 SRP527W daemon.notice cmd_server: handle_wan_down: PVC 1 is down
Apr 19 15:27:29 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 15:27:40 SRP527W daemon.notice cmd_server: handle_wan_done: PVC 1 is up
Apr 19 15:28:38 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:29:07 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 15:34:42 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:35:32 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 15:35:53 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:36:08 SRP527W daemon.notice cmd_server: handle_wan_down: PVC 1 is down
Apr 19 15:36:22 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 15:36:47 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:37:10 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 15:37:16 SRP527W daemon.notice cmd_server: handle_wan_done: PVC 1 is up
Apr 19 15:38:58 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:39:27 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 15:56:02 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 15:56:21 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 16:12:04 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 16:12:46 SRP527W daemon.notice cmd_server: DSL is UP
Apr 19 16:14:19 SRP527W daemon.notice cmd_server: DSL is DOWN
Apr 19 16:14:36 SRP527W daemon.notice cmd_server: DSL is UP

And thats just since I've been home from work.

Anyways back to my original question: How long does it take to get Xnet to make Telecom to properly fix a fault on its network?

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#460598 19-Apr-2011 18:31

What have you performed in the way of basic isolation tests within your house? Do you have a master splitter or rely on plug in filters?

Statistically speaking odds are the problem will be wiring related within your house, not within Telecom's network.

wusiwug

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Wannabe Geek

#460604 19-Apr-2011 18:59

Ah if it was only that simple. As I said Telecom have "fixed" my issue twice now (not including there previous conclusion that the 5 month o;d router was knackered). 3 days of no internet being caused by my internal wiring? Preceeeded by 6 months of intermitent service. Which Telecom "repaired" remotely?

freitasm

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#460609 19-Apr-2011 19:03

It happens more often than you think. You should do a few things:

- post line stats here
- make sure you are using the correct modem (DSL1 or DSL2 selected)
- make sure you have the latest firmware in the modem
- unplug all other devices (fax, phones, alarms) from the line and see how it performsn
- check that you have correct filters in correct places
- check that there is no corroded elements in the connection point to the network
- check that there is no water in the connection point to the network

wusiwug

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#460615 19-Apr-2011 19:18

Been there done that. Which is why I'm asking what it takes to get Telecom to conduct a proper professional repair?

sbiddle

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#460618 19-Apr-2011 19:24

wusiwug: Been there done that. Which is why I'm asking what it takes to get Telecom to conduct a proper professional repair?

What are your stats?

You aren't the first (and won't be the last) to come on here blaming Telecom for their poor internet when statistically speaking most issues are internal wiring within the house. The problem could be Chorus, but statistically speaking won't be.

If you're not going to answer straight forward questions such as what isolation tests you have performed and provide basic stats from your router nobody can help you or provide advice, in which case the anwer to your queston is simple - it will never be fixed. If you don't have wiring mainteance and the problem is internal it's not Chorus' problem to fix.

sbiddle

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#460619 19-Apr-2011 19:27

Once you've provided the stats you should look at the map on www.telecomwholsale.co.nz/maps and tell us whether you're in a cabinetised or exchange area which will give an indation of your distance from the cabinet or exchange.

DonGould

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#460620 19-Apr-2011 19:28

wusiwug: Ah if it was only that simple. As I said Telecom have "fixed" my issue twice now (not including there previous conclusion that the 5 month o;d router was knackered). 3 days of no internet being caused by my internal wiring? Preceeeded by 6 months of intermitent service. Which Telecom "repaired" remotely?

Do some home work dude. Go find yourself a new layer 1 provider.

If this problem has been going on for 6 months now, then it's not going to get sorted, get the clear message and move forward!

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coffeebaron

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#460635 19-Apr-2011 20:16

DonGould: Go find yourself a new layer 1 provider.

Huh?

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freitasm

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#460636 19-Apr-2011 20:19

coffeebaron:
DonGould: Go find yourself a new layer 1 provider.

Huh?

Don't worry, Don is talking like everyone understand layers, and like it is easy to change wholesale providers from a consumer point of view. Also hijacking the thread.

Kables

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WxC

#460760 20-Apr-2011 08:08

wusiwug - please send me your username/account number/phone number via PM and I will have a look at this for you. Working blind here currently without an account to look at.

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Cameronn

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#460778 20-Apr-2011 08:44

Anyways back to my original question: How long does it take to get Xnet to make Telecom to properly fix a fault on its network?

That is a very interesting question.

Usually we can jump up and down and scream loud enough to get Telecom Wholesale/Chorus to pull finger and resolve the issue.

There are some area's which are nigh on impossible to fix, for example in Waitakere the copper is so poor the only way they can resolve some issues is to replace the copper.

Your fault being resolved also relies on the ability of the Tech who visits the location, we've dealt with numerous cases where Tech's blame the issue on your modem/router & walk away, only for us to re-dispatch and the tech finds a physical fault causing the issue.

Depending on how difficult the issue is to spot will usually determine how long it takes to resolve the issue. Looking at our fault data/reporting, disconnection issues are the most troublesome to resolve. The problem can lie in so many different places, house wiring, copper, faulty filters, jumpers (entry point, roadside, exchange/cab), moisture/corrosion etc.

Once we get your details, we'll ensure this fault is escalated to Senior Technical Support at Wholesale and push it until we get answers or a resolution.

wusiwug

5 posts

Wannabe Geek

#460997 20-Apr-2011 16:50

Thank you all but to sbiddle and freitasm as I said the wiring in the house has never been at fault. A Telecom tech turned up at 10.30am this morning, Checked the wiring, checked the line and scratched his head. Several phone calls later he finds that the Cisco SRP527W has an "issue" connecting to ADSL2 when too close to a cabinet. Or in the words of the senior Telecom tech we spoke to over the cell phone "we are having seriously major issues with new Cisco modems and Dynalink modems not connecting to ADLS2 when they are too close to a cabinet or exchange". He reduced the connection (remotely) to ADSL1 (G.DMT) with no speed cap. I now have had a stable connection for the past 4.5hrs, a new record for connection uptime, and 7500 to 8000Kbps download speed.
It seems that if this simple but obviosly vital information was made avalible to the appropriate helpdesks it could saved me a massive amount of interupted internet service.

freitasm

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#460999 20-Apr-2011 16:53

Good update thanks... But at the end of the day it wasn't a Telecom fault, but a CPE (Customer Premises Equipment) problem, which goes back to what sbiddle commented about most of the faults being inside the house.

Also if you go back to my questions, the second one was ("- make sure you are using the correct modem (DSL1 or DSL2 selected) ") which is pretty much it.

But yes, ISPs in general are not that great at very specific faults diagnosis...

DonGould

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#461007 20-Apr-2011 17:11

wusiwug: It seems that if this simple but obviosly vital information was made avalible to the appropriate helpdesks it could saved me a massive amount of interupted internet service.

It's an interesting issue really.

Today I've had issue with Telecom helpdesk apparently telling a client that their xtra.co.nz email can't be forwarded to client@domainnameOfYourChoice.co.nz

If the helpdesk people can't figure something as basic as a mail forward, then expecting them to pick that the problem is your range to the cabinet might be an issue, really is a bit out there.

But how many of the L1HD calls come in from people who are just having problems with really simple stuff like not having a filter plugged in correctly after they just got a new cordless phone?

I confess, I'm the first one (as many here know) to bash Telecom for having basic systems that just don't work... but I also agree very much with everyone who suggests that we do have to keep some expectations in check a little as well.

But this really is old hat stuff as well, some dialup modems used to have exactly the same problems 15 years ago. We used to be able to look at the connection profile and spot within seconds that it was a likely cause and then just look at the customers address and cross reference that with a paper based map (no google maps 15 years ago) it with the local exchange location and go from there.

Frankly I think this is there something like GZ really does play a really important roll on the community. Expecting providers to have front line staff trained with the experience to diagnose this sort of fault, along with delivering low cost services is just loosing sight of appropriate expectations.

Ps: Great to see you got a positive outcome though :)

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wusiwug

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#461026 20-Apr-2011 18:05

Also if you go back to my questions, the second one was ("- make sure you are using the correct modem (DSL1 or DSL2 selected) ") which is pretty much it.

Cisco SRP527W automatically connects to the mode being supplied by Telecom.
As the Senior telecom tech stated they, ie Telecom not the end user, are having serious issues with state of the art modern routers being unable to access ADSL2 when too close to a cabinet or exchange. Therefore they (Telecom) have had to reduce the connection I receive to ADSL1 while they (Telecom) fix this problem. Now my modem automatically connects to ADSL1 as it is the mode being delivered by , wait for it, Telecom. I have been assured that when they (Telecom) fix this problem I will be put back up to ADSL2.

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