[Snap] Snap ADSL Unstable Internet

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Snap ADSL Unstable Internet

RoadToMamaSwee

4 posts

Wannabe Geek

#151243 19-Aug-2014 00:15

Hi everybody! New Geekforum member here.

I have been with Snap ADSL on naked broadband since late February this year. I am located in the Auckland CBD and have experienced serious fluctuations in internet stability. There are some days where the internet works fine with no issues (although not that often), but there are many days where the speeds suddenly just plummet, and the stability is completely random - it will constantly disconnect and connect whenever it feels like.

I play online games, stream HD videos and torrent files and I have noticed in every one of these activities that the internet suddenly switches on and off. My online gaming becomes a huge lag fest and I have abandoned online gaming JUST because of this connection issue. Watching videos on YouTube is sometimes painful, when the video suddenly stops in the middle constantly.

The internet can disconnect even when I'm not doing anything internet intensive - I can simply be browsing the web and it can disconnect. Everybody in my flat has the same problem, so it can't be my laptop. The ADSL light on the modem doesn't switch off, but I do have to turn my laptop wifi off and back on to regain connectivity.

I've tried switching my devices' WiFi on and off, turning the modem on and off, disconnecting the cables, trying new cables, even blowing into the darn ports and nothing seems to fix this issue.

I would like to provide more detailed explanations of my modem specifications and all that, but I'm not so good with technology in general, so I'm not sure what information to provide.

I phoned up Snap last week to terminate our contract with them however I've been reconsidering phoning up again to prevent the termination since Snap's unlimited plan appeals to me ... of course the instability doesn't. I am curious if there are any other people out there who have had this same experience with Snap?

PeterReader

6018 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#1110917 19-Aug-2014 00:15

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

These links are referral codes: Sharesies | Mighty Ape

nzgeek

618 posts

Ultimate Geek

#1110937 19-Aug-2014 00:57

I haven't heard of any Snap speed problems in Auckland. I'm central Auckland too, but on VDSL so not directly comparable.

There's a good chance that whatever the cause of your issue is, it's in the section of network that's controlled by Chorus. Switching to another ISP wouldn't fix these sort of issues, so it's important to track it down now.

You'll need to post a bit more information about your setup before we can give much help. Can you please tell us:
* The ADSL router that you're using. Exact model and firmware version would be nice.
* If you're in an apartment building (shared comms wiring) or somewhere with its own separate comms writing.
* Any technical information from your router's admin screens that indicates connection quality, e.g. line attenuation.
* The same information, but when the internet stops working properly.
* Have you tried borrowing a different modem to help rule that out as a cause?

Try to give the info requested by the bot too, because that may help to diagnose the problem.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1110946 19-Aug-2014 02:13

This sounds like a DSL fault, although your light isnt turning off - im going to assume your using a fritz, the functionality of this can be toyed with.

Ild suggest checking your log in the Fritz, and get a better idea of what is happening.

Im in Auckland, I do a fair bit of gaming and HD Streaming, Torrenting is very limited (Why clog up my line with it, when i have servers to do it for me afterall.) and have not seen any of the issues you are experiencing.

The biggest thing i note in your post, is your using WiFi, there is a qurk sometimes in the fritz, where it will randomly stop accepting connections (i get it maybe once every month, normally on hot nights so never really looked into the cause.) and this sounds like a likely second possible cause.

ild try with a direct Ethernet connection, and confirm it is not your WiFi acting up.

Other thing you can try, depending on your firmware version (the newer ones no longer have options to do so) turn off the Green/eco mode.

If none of that resolves it, and it is still a WiFi issue... Ild say WiFi saturation is your problem, which in the CBD would not surprise me One bit.

#include <std_disclaimer>

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

linw

2849 posts

Uber Geek

#1111014 19-Aug-2014 08:14

Download (if your connection is up!!) Inssider and install. It will show what is beaming into your place. May help you to choose the channel with the least number of competing systems.

RoadToMamaSwee

4 posts

Wannabe Geek

#1113023 21-Aug-2014 18:01

- Your ISP and plan: Snap Naked Broadband @ Home
- Type of connection (ADSL, ADSL2, VDSL): I believe it is ADSL2?
- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
- Your general location (or street): Auckland CBD, near Symonds Street.
- If you are rural or urban: Urban.
- If you know your connection is to an exchange, cabinet or conklin: I believe it is a cabinet, since I live in a shared apartment building ... but not sure.
- If your connection is to a ULL or wholesale service: Not sure.
- If you have done an isolation test as per the link above Yes. Below are the results:

ADSL Statistics WITHOUT filter:

ADSL Statistics WITH filter (for some reason, it failed):

ADSL Statistics WITH filter (this time, it passed):

This is a DSL Diagnostic Test but I'm not sure if it is important or not (The results are the same for both with the filter and without filter):

You'll need to post a bit more information about your setup before we can give much help. Can you please tell us:

* The ADSL router that you're using. Exact model and firmware version would be nice: ASUS DSL-N12E Modem Router. Firmware: V2.1.20_EU

* If you're in an apartment building (shared comms wiring) or somewhere with its own separate comms writing.I live in a student apartment building. A Chorus guy had to come into the building and set us up with the internet so I'm guessing there's a cabinet somewhere here in building but not sure.

* Any technical information from your router's admin screens that indicates connection quality, e.g. line attenuation. Images as above.

* The same information, but when the internet stops working properly. I can't perform a diagnostic test while the internet stops working because I can't even access the router page when it happens.

* Have you tried borrowing a different modem to help rule that out as a cause? Yes, I have tried using another modem and I get the same results.

nzgeek

618 posts

Ultimate Geek

#1113189 21-Aug-2014 23:08

RoadToMamaSwee: The same information, but when the internet stops working properly. I can't perform a diagnostic test while the internet stops working because I can't even access the router page when it happens.

That one little bit of information makes me suspect that the problem is the router.

Regardless of whether you're connected to the internet or not, you should be able to access your router's admin screens. If you can't access these screens, it means that either (a) the router is 100% busy doing something other than routing traffic, or (b) there's a hardware fault that's causing the router to stop working.

Are you able to borrow a router from anyone? That would help to check whether your is at fault, or if there's something else at play.

Another thing: next time the router stops working, can you please check the lights the router see what they're doing? It's possible that the router is rebooting or re-initializing something, and the lights may give a clue about what that is.

RoadToMamaSwee

4 posts

Wannabe Geek

#1113197 21-Aug-2014 23:46

nzgeek:
Another thing: next time the router stops working, can you please check the lights the router see what they're doing? It's possible that the router is rebooting or re-initializing something, and the lights may give a clue about what that is.

Sometimes there is a spike where the speed slows down for everybody, but not everybody will disconnect from the router at the same time. It is usually one person that disconnects and then the next person will disconnect (or won't) later on in the day. It's completely random and the person that disconnects just has to turn their laptop wifi on and off to connect again.

If the problem ends up being the modem, do you guys have any recommendations on which new modem I should get? Maybe I could use this opportunity to get a more decent modem than my current one. Preferably from Pbtech since I live close by.

Wise

Send money globally for less with Wise - one free transfer up to NZ$900 (affiliate link).

kiwikiwi

455 posts

Ultimate Geek

#1113202 22-Aug-2014 00:23

RoadToMamaSwee:
nzgeek:
Another thing: next time the router stops working, can you please check the lights the router see what they're doing? It's possible that the router is rebooting or re-initializing something, and the lights may give a clue about what that is.

Sometimes there is a spike where the speed slows down for everybody, but not everybody will disconnect from the router at the same time. It is usually one person that disconnects and then the next person will disconnect (or won't) later on in the day. It's completely random and the person that disconnects just has to turn their laptop wifi on and off to connect again.

If the problem ends up being the modem, do you guys have any recommendations on which new modem I should get? Maybe I could use this opportunity to get a more decent modem than my current one. Preferably from Pbtech since I live close by.

I've recommended Netcomm NF4Vs to multiple people and they are absolutely happy with it.
It's also used by Orcon as well as a lease modem and it does a solid job of both ADSL and VDSL connections(I think it also does Fiber but correct me on this if it does not)

You can pick one up from PBTech for $200 or there abouts.

EDITED:
http://www.pbtech.co.nz/index.php?z=p&p=MODNCM1054&name=NetComm-NF4V-Fully-featured-VDSL2--ADSL2+-WiFi-Gig

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

HTTP 404 Sarcasm not found.

nzgeek

618 posts

Ultimate Geek

#1113300 22-Aug-2014 09:37

I've got a spare Netgear N600 (WNDR3700) router at home that I could sell you for a good price. I bought it for something like $250-300 late last year, then switched to VDSL a few months later. The router only does ADSL, so it's been lying dormant for several months. The only problem I ever had with it was the media server functionality, where it was incredibly slow accessing the attached USB hard drive.

Flick me a private message if you're interested.

With regards to Netcomm as a brand, I have a few minor doubts. One of my first routers was a Dynalink, which was effectively a rebadged Netcomm. That died after a few years due to failed capacitors. My next router was a Netcomm NB6plus4Wn, which lasted a couple of years before starting to act a bit questionably. That's when I got the Netgear. I may have just had a bad run, but it's enough to give me a bit of doubt about the brand.