Poor Snap Internet Performance

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Martin_NZ

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#103010 28-May-2012 17:51

Is this kind of performance acceptable. Im 1.1km away on an exchange fed circuit. Chorus have been out twice and given me not much help. Speedtest.net test showing ping times of around 200ms download rate of 1.4 - 1.8mbit upload 400-500kbps

Last month or so my dsl connection has been dropping repeatedly and Im getting a bit frustrated trying to deal with them.

man from chorus comes out says "I'm getting 11mb on plinth(?)" magically my sync rate goes up to 10mbit just after he's been, but then a week or so later it drops back again.

Change the filter he says... Im on naked dsl so apparently dont need a filter, but do it anyway...
buy a new line cord he says.. so i do it.. no change...
It must be your modem... tried a test modem from Snap internet.. same issues.

I dont know what to do next.

Can anyone offer any suggestions please.

thanks
Marty

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#631587 28-May-2012 18:13

Get them snap to get chorus to swap your internet connection to the second pair of cables from the plinth to the demarc point and check your house wiring.

jjnz1

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#631588 28-May-2012 18:16

So its not really Snap that is at fault then.

If the Chorus tech is getting 11Mbps at the street, try the usual....

1. Plug modem into demarc or as close as possible... discconect all other outlets
2. If the above fails, install new cable from street to house.

[edit] oops, yes as above try second pair if you have one.

sbiddle

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#631610 28-May-2012 19:25

If Chorus get that speed at the demarc then there is a very high probability the issue is your internal wiring in your home. 32dB attenuation is exceptionally high if you are 1.1km away, and this would immediately indicate internal wiring as the cause.

Either get a master filter installed to eliminate the wiring issue, or disconnect all your wiring and just have your modem connected to the first incoming jackpoint in your home.

johnr

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#631628 28-May-2012 19:52

As above get a master filter installed

DrStrangelove

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#631658 28-May-2012 20:40

I'm approx. the same distance from an exchange. Four blocks away is the border of VDSL zone.

I get 12.0dBm up and 17.0dBm down, I get approx 12.5Mbit/s and rock solid.

I, like the others above, would also suggest looking at home cabling (CAT5) and a master filter.

I have had a Linksys WAG modem connected to my ADSL line in the past and it's been solid on a 'good' home wired infrastructure.

chevrolux

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#631665 28-May-2012 20:54

yea splitter is what you need. And the title of the thread should be 'my wiring sucks please help'. Snap are awesome and provide great service.

Coffeebaron is the man to talk to.

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Martin_NZ

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#631782 29-May-2012 07:56

Thanks everyone for all for your replies,

My house was rewired about 5 years ago with cat 5.

The issue started about a month ago. I have no other outlets and as far as I know there is already a master filter installed... (is it a wee black box thing that looks like a small lead acid battery??) The line from the road comes to that black box thing in my roof space.

There is only a single pair to my house from the road, its the older black twisted style cable.

I completely understand it's not snaps issue its a cabling issue but the thing that makes me wonder is why does it suddenly remedy itself when the chorus guy does something out on on the road. then goes bad again after a while.

Im quite happy to have the street wiring connected directly to my modem outlet as the only connection. how does this happen and who pays to get the service point installed.

thanks again

chevrolux

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#631812 29-May-2012 08:39

martinschcnz:
There is only a single pair to my house from the road, its the older black twisted style cable.

thanks again

Ahh so it is aerial cable? That twisted black stuff is really really bad for breaking down where it is tied to the pole or house. It is twisted around a really hard steel wire on each end and over the years the insulation is just worn away. You would ideally want Chorus to replace it with a new 2-pair lead right back to the terminal box which could be outside your house or maybe a couple of poles away. This was covered in another thread some where on here but I can't remember how they went about getting Chorus to replace the lead. I would probably just lodge a 'failed broadband' order and get some notes put on the job to say you want the overhead lead replaced.

Martin_NZ

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#631853 29-May-2012 10:04

Yes it is overhead cable to the house however the cable in the street is underground. Yes it does appear to have a a wire twisted round the cable where it attaches to the insulator at the house.

@sbiddle, chorus didnt test at the demarc they tested on the other side of the road where the cable rises out the ground. They did no real testing inside the house.

Across the road there is a grey plastic pipe thing coming out the ground with a removable cover. There are lots of wires in there. This is where he tested it from.

The cable then runs up the pole and across the road to my house. He didnt test inside my house at all, but we did run a speedtest and got 9.5Mbit. Next day it was back down to 1.5Mbit.

Is it possible that all the earthquakes have disturbed the overhead wire as you mentioned.

Ill get up in the roof with my side cutters and disconnect everything except the dsl modem outlet and see what happens.

thanks everyone.
Marty

Martin_NZ

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#633085 31-May-2012 08:50

Update...

Ok everything has been disconnected internally including the master filter. The cable from the street now runs directly to the dsl outlet. There's no other internal wiring connected at all. Still at about 34db attenuation and still getting regular drops.

The test modem they gave me still shows the same problem as my own one.

So is that enough to confidently say the issue is not with my internal wiring.

I seem to be getting the run around and Im not convinced that they have properly tested things at the demarc, which since its the only outlet would surely be the dsl outlet itself?

Thanks to all that have replied and any suggestions gratefully received.

Marty

richms

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#634173 1-Jun-2012 14:39

Im at a loss as to why they would be testing across the road from your house.

In anycase if you have gone back as far as you can to the aerial cable and it still has problems then get them out again to replace their cable with one that works properly.

Richard rich.ms

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Mark

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#634229 1-Jun-2012 15:24

I had a similar issue at my place last year, turned out that water had gotten into the wiring, a Telecom guy came over spent an after noon digging it up around the little grey mushroom thing near the street, rewired it and tada all back up to 14Mbit.

Does your phone also drop calls ?

chevrolux

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#634236 1-Jun-2012 15:31

Yea definitely get a new aerial cable. It will have rubbed through at the termination and be on it's way out. Because you don't use a POTS phone service you don't see the symptoms of high resistance faults, one leg-dis's, etc.
If you have tested it to the ETP and they have tested it at the DP there is only one thing between the two points causing an issue - should be a no brainer for any half switched on faultman.