HELP: Slingshot VDSL constantly disconnecting & reconnecting

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › HELP: Slingshot VDSL constantly disconnecting & reconnecting

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Quaywe

13 posts

Geek

#1340049 9-Jul-2015 15:08

ghettomaster: HI Quaywe,

You still haven't posted the modem stats as requested several times. These are not the logs - they should show things like line speed, attenuation, etc. You also haven't tried a new modem.

The fact of the matter is it's either the modem or the wiring, and a temporary modem would let you know either way. You say you don't have any friends with VDSL that want to go without internet for a couple of days, and fair enough, but what if you asked one of your friends to swap for a few days. This way if they start getting problems and you don't, you can be even more sure it is the modem. If they have concerns, promise them you'll swap back as soon as they get problems if they do.

GM

I've sent an email around at work so am waiting to hear if anyone can help me. Better than me having to chase my workmates though I would have thought a good idea would be for Slingshot to just carry a few known good spares to help eliminate the modem as the problem. Surely that would save everyone involved a lot of time and money trying to figure out whether it was the line or the modem causing the fault?

ghettomaster

387 posts

Ultimate Geek

#1340067 9-Jul-2015 15:38

If you were after a better router anyway, try taking that one you purchased back and getting a VDSL one you like...

Unfortunately I am not much of an expert at reading DSL stats but I have taken a look. The upstream attenuation seems high so if you do get your hands on another modem, that would be the stat I would look at first,

Quaywe

13 posts

Geek

#1340071 9-Jul-2015 15:44

ghettomaster: If you were after a better router anyway, try taking that one you purchased back and getting a VDSL one you like...

Unfortunately I am not much of an expert at reading DSL stats but I have taken a look. The upstream attenuation seems high so if you do get your hands on another modem, that would be the stat I would look at first,

The modem I have is the one Slingshot supplied when I signed up.

The main error I noted was the volume of CRC errors. Uncle Google suggests that's one to be concerned about. TBH I'm still suspecting it's a line problem, possibly in the wiring between the termination point at my house and the jack point. I'd just love to be able to eliminate the modem from the list of suspects (without having to go and buy another) so I could focus on the line.

ghettomaster

387 posts

Ultimate Geek

#1340111 9-Jul-2015 17:04

Quaywe: The modem I have is the one Slingshot supplied when I signed up.

I was referring to the Netgear R7000. Just out of interest why did you purchase this device?

Jase2985

13457 posts

Uber Geek

ID Verified

Lifetime subscriber

#1340187 9-Jul-2015 20:00

i would be checking everywhere the tech when and making sure there is a master filter/splitter installed, if no then go abck to your ISP and tell them one was not installed and then demand one be installed

Quaywe

13 posts

Geek

#1354547 29-Jul-2015 16:03

UPDATE:

I have had an electrician around who:
- Verified that a master splitter is in place.
- Tested the existing wiring thoroughly and verified there the signal coming through it is very strong.
- Ran an isolation test with me to disconnect electrical circuits near the phone wiring to see if there was any positive change in the performance of the wiring (which there wasn't).

So now I'm at a loss. This problem has been going on since day 1, went stable for a few months after Chorus replaced the wiring to the house, and then resurfaced with a vengeance once Vector replaced the power pole. Why would this problem have only resurfaced when Vector replaced the power pole outside my house? Chorus has said the signal and cabling is fine, my sparky has said the same for my own wiring. The only thing left to replace is the modem.

I really don't feel I should have to shell out for a replacement model considering how long this problem has been going on for, but Slingshot is saying that because it's 1 month out of warranty they won't replace it. Clearly they have also never heard of the Consumer Guarantees Act.

Any other suggestions welcomed, however if not I guess I'll now have to resort to filing a complaint with Consumer Affairs against Slingshot. Great customer (more like self) service.

Jase2985

13457 posts

Uber Geek

ID Verified

Lifetime subscriber

#1354701 29-Jul-2015 17:40

before you try and get them to replace the modem and claim under the CGA, i would be testing to ensure its the modem thats the issue, borrow someone's vdsl modem and see if it has the same issues.

Equinox IT

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Quaywe

13 posts

Geek

#1358166 3-Aug-2015 20:10

I replaced the modem over the weekend (I had to go and buy one as I don't know anyone else who has VDSL) and the connection hasn't skipped a beat since.

Thanks Slingshot. Has you kept a couple of working spare modems in stock just to support your customers through troubleshooting it would have saved all of us a lot of time.

Off to go shopping for a new ISP now.

Jedsdad

120 posts

Master Geek

#1358210 3-Aug-2015 21:11

Thats the problem when you have more than group involved, Slingshot and Chorus.
Each is ready to say its the others fault instead of working together.

I know as I worked for Telecom, there was a separate wholesale group formed within Telecom and it was so hard to get the wholesale group to work together with us.
They would just do a quick test and say it was not their problem.

This even applied to other Telco's trying to get wholesale to look at the problem

I could actually see the problem with the management tools but could not say so because of the separation

This was even before the Chorus spilt, then it got even worse

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