Constant drop outs - 2D support not helpful

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Constant drop outs - 2D support not helpful

Wolf555

90 posts

Master Geek
Inactive user

#240087 20-Aug-2018 10:24

I recently switched from slightshot to 2 Degrees vdsl broadband and it worked good for the first 1-2 months but now I'm getting constant drop outs.

I'm using the supplied Fritzbox, updated and default settings.

Drop outs happen randomly (ie not all the time) but sometimes as frequent as every few minutes. I've used a monitor and the disconnects are 5-10secs.

This happens on WiFi and lan.

I emailed 2d, they did a 24hr line monitor told me there were no faults and there was nothing else they could do.

Any suggestions please?

Oblivian

7297 posts

Uber Geek

ID Verified

#2076071 20-Aug-2018 10:29

Don't rely on a monitor totally.

Look at the router connection logs (fritz are quite thorough) and look for PPoE retries or similar. If that is remaining stable, it gives a big hint that the issue is likely further upstream (where you are going timing out) or local DNS/PC/Software type issues

Wolf555

90 posts

Master Geek
Inactive user

#2076075 20-Aug-2018 10:35

Is this the logs you mean? (is this info fine to post publically?)

Oblivian

7297 posts

Uber Geek

ID Verified

#2076083 20-Aug-2018 10:46

Is that repeating about the same time every day? It could be a remote line flush. But does indicate sync drop.

And I can't recall the exact location, but there is the ability to make the connection dial on demand vs online all the time which can also goto 'sleep' too.

Whatever you do don't keep rebooting the router. There is automated vDSL quality self adjusting profiles at work and find the best settings for your connection. Drop too much and it will make your speed rubbish :)

Linux

11421 posts

Uber Geek

Trusted

Lifetime subscriber

#2076084 20-Aug-2018 10:46

Are you using a line filter/s or master filter in your setup?

John

Wolf555

90 posts

Master Geek
Inactive user

#2076089 20-Aug-2018 10:54

Linux:

Are you using a line filter/s or master filter in your setup?

John

I don't think so, plugged directly into the wall

SaltyNZ

8227 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#2076138 20-Aug-2018 12:03

Wolf555:

Linux:

Are you using a line filter/s or master filter in your setup?

John

I don't think so, plugged directly into the wall

Well, you almost certainly want one or the other. You can only get away without them if there is a) a single wall socket and b) no POTS service. In other words, unless the line comes in off the street and goes directly into your modem alone, you need a filter.

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

Linux

11421 posts

Uber Geek

Trusted

Lifetime subscriber

#2076146 20-Aug-2018 12:08

As above is this a dedicated xDSL jack point?

John

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Note that to use Quic Broadband you must be comfortable with configuring your own router.

vexxxboy

4244 posts

Uber Geek

#2076152 20-Aug-2018 12:20

have you IPV6 turned on in the Fritxbox, if yes turn it off and see what happens.

Common sense is not as common as you think.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2076176 20-Aug-2018 12:40

how often are your dropouts? Based on the screenshot you posted, I'm seeing two reconnections over the last two days Which leads me to suspect unrelated to physical connectivity.

The 4am one looks rather like ddDLM based on timings and is at that time to be out of the way.

#include <std_disclaimer>

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

NickMack

962 posts

Ultimate Geek

Trusted

Lifetime subscriber

#2076177 20-Aug-2018 12:42

Wolf555: I recently switched from slightshot to 2 Degrees vdsl broadband and it worked good for the first 1-2 months but now I'm getting constant drop outs.

I'm using the supplied Fritzbox, updated and default settings.

Drop outs happen randomly (ie not all the time) but sometimes as frequent as every few minutes. I've used a monitor and the disconnects are 5-10secs.

This happens on WiFi and lan.

I emailed 2d, they did a 24hr line monitor told me there were no faults and there was nothing else they could do.

Any suggestions please?

Hiya,

Can you ping me your customer number please (and we can check things from outside and Chorus. Can you supply the reference# for the issue you raised via email? Can you also confirm in the your PM when you replaced your modem, whether or not you replaced the modem cable, is it plugged into a splitter, do all devices on all phone jacks have a splitter, have you tried unplugging all other devices from all other phone jacks isolate all other things plugged into the cabling, have you tried plugging the Fritzbox into another phone jack in the house as a test (making sure if you plugged a new cable in when you received the Fritz that the plug isn't the culprit).

Nick.

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

Wolf555

90 posts

Master Geek
Inactive user

#2076199 20-Aug-2018 13:18

SaltyNZ:

Wolf555:

Linux:

Are you using a line filter/s or master filter in your setup?

John

I don't think so, plugged directly into the wall

Well, you almost certainly want one or the other. You can only get away without them if there is a) a single wall socket and b) no POTS service. In other words, unless the line comes in off the street and goes directly into your modem alone, you need a filter.

Maybe I'm wrong. Modem goes directly into this. No other sockets/phones etc in the house.

https://imgur.com/a/S2ZGrZk

hio77:

how often are your dropouts? Based on the screenshot you posted, I'm seeing two reconnections over the last two days Which leads me to suspect unrelated to physical connectivity.

The 4am one looks rather like ddDLM based on timings and is at that time to be out of the way.

Last night I had maybe 10+ within the span of 30-60min. The screenshot doesn't look like it shows what I've been experiencing.

NickMack:

Wolf555: I recently switched from slightshot to 2 Degrees vdsl broadband and it worked good for the first 1-2 months but now I'm getting constant drop outs.

I'm using the supplied Fritzbox, updated and default settings.

Drop outs happen randomly (ie not all the time) but sometimes as frequent as every few minutes. I've used a monitor and the disconnects are 5-10secs.

This happens on WiFi and lan.

I emailed 2d, they did a 24hr line monitor told me there were no faults and there was nothing else they could do.

Any suggestions please?

Hiya,

Can you ping me your customer number please (and we can check things from outside and Chorus. Can you supply the reference# for the issue you raised via email? Can you also confirm in the your PM when you replaced your modem, whether or not you replaced the modem cable, is it plugged into a splitter, do all devices on all phone jacks have a splitter, have you tried unplugging all other devices from all other phone jacks isolate all other things plugged into the cabling, have you tried plugging the Fritzbox into another phone jack in the house as a test (making sure if you plugged a new cable in when you received the Fritz that the plug isn't the culprit).

Nick.

Will do now, thanks (edit see below as this may be the solution?)

EDIT:

Actually maybe this will fix it? Realised I was using the old modem cable and just switched it over with the new one, but had to use the grey adapter thing for it to fit. Is this a splitter/filter? Any idea if this will fix

https://imgur.com/a/vbIUI0J

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2076225 20-Aug-2018 13:50

Wolf555:

hio77:

how often are your dropouts? Based on the screenshot you posted, I'm seeing two reconnections over the last two days Which leads me to suspect unrelated to physical connectivity.

The 4am one looks rather like ddDLM based on timings and is at that time to be out of the way.

Last night I had maybe 10+ within the span of 30-60min. The screenshot doesn't look like it shows what I've been experiencing.

Sounds like it's on the internal network side then.

Nick will surely confirm this pretty quickly :)

Wolf555:

EDIT:

Actually maybe this will fix it? Realised I was using the old modem cable and just switched it over with the new one, but had to use the grey adapter thing for it to fit. Is this a splitter/filter? Any idea if this will fix

https://imgur.com/a/vbIUI0J

That looks to me like a simple RJ45 to BT converter.

#include <std_disclaimer>

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

Spyware

3761 posts

Uber Geek

Lifetime subscriber

#2076234 20-Aug-2018 14:05

If using a Fritzbox (with RJ45 DSL WAN socket on rear) why aren't you using a cat5/6 patch lead to connect to RJ45 wall socket??

Currently you are going from a RJ45 socket (at Fritz) with an RJ11 plug in it, to BT, and then to RJ45 socket (at wall).

Wolf555

90 posts

Master Geek
Inactive user

#2076259 20-Aug-2018 14:36

Spyware:

If using a Fritzbox (with RJ45 DSL WAN socket on rear) why aren't you using a cat5/6 patch lead to connect to RJ45 wall socket??

Currently you are going from a RJ45 socket (at Fritz) with an RJ11 plug in it, to BT, and then to RJ45 socket (at wall).

Is that how I had it connected initially? See post a few up showing before I swapped the cable over

Spyware

3761 posts

Uber Geek

Lifetime subscriber

#2076261 20-Aug-2018 14:39

Could be but hard to tell, I thought it looked more like flat cable with RJ11 modular on each end. If it was supplied with a previous modem then it is flat cable with untwisted wire and modular RJ11 on each end and does not belong in an RJ45 socket.

RJ connectors