[Snap] Four years of unsolved DSL disconnects.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Four years of unsolved DSL disconnects.

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stu28

274 posts

Ultimate Geek
+1 received by user: 3

#506593 15-Aug-2011 09:46

Have you thought of maybe changing ISP's to Telecom?? and see if you have the same problems?

johnmo

113 posts

Master Geek
+1 received by user: 23

#506621 15-Aug-2011 10:32

Had similar thing here.
Tested everything here from demarc including running temp wiring.
Chorus came many times and
1   Fixed wet joint in front paddock
2   Replaced outlet on wall
3   etc
4   etc

But dropouts continued.

All the field test gear they had said everything was working properly. Correct line stats. But every hour or two adsl would drop. DSL never seemed to have any problem.
I noticed every so often the line would sound just a little noisy in between all the electric fence noise. (We are 2.5km from the exchange in the country)

Finally had a tech spend a whole saturday going down the road opening up our pair at every junction all 12 places to the exchange with me and finally we found a damaged cable in the ground from a lightening strike.

Was very interesting that none of the field test gear could pick up the line problem. (It always showed as in spec) The only indication was a little extra line noise that could be heard and the chorus techs did not heard it till we tapped into two lines. Ours and a neighbours at the same time and then there was a faint difference.

wreck90

780 posts

Ultimate Geek
Inactive user

#506652 15-Aug-2011 11:17

get rid of the thomson modem.

Ragnor

8279 posts

Uber Geek
+1 received by user: 585

Trusted

#506655 15-Aug-2011 11:21

johnmo:

Finally had a tech spend a whole saturday going down the road opening up our pair at every junction all 12 places to the exchange with me and finally we found a damaged cable in the ground from a lightening strike.

That just goes to show how thorough things need to be sometimes.

How much did it cost you or how much beer did you have to bribe them with for that level of service?

johnmo

113 posts

Master Geek
+1 received by user: 23

#506682 15-Aug-2011 11:52

Direct costs were zero to us as deemed to be a line fault.

We run our business from home so dropouts were a major in extra phone bill with unreliable voip!!

I would have spent 3 days in total working on the problem. Lucky i knew enough that the techs listened.

Lost count of calls to Orcon.

Total cost to us was immense but without a fix the ongoing costs were way higher.

Had 5 different Chorus techs out with the last one working from 8:30am till past 5pm on a sat. Chorus costs must have been high as well.

I should not smile, but the strongest memory is watching a couple of them work inside paddock fences and seeming to touch the hot wires multiple times. The entire road is littered with many electric fences and cos its peat nothing is straight.

Have to say everyone did their best but YOU HAVE to politely stay on top of the process ALL the time and talk to the guys doing the work as the important history for finding the fault never gets passed to each new person working on it.

Unfortunately Chorus sends out guys initially who have to do x jobs a day so they can never spend the time on the difficult problems. Untill you get a tech who can get paid no matter the time these hard problems just get put off.

graemeh

2080 posts

Uber Geek
+1 received by user: 226

#506716 15-Aug-2011 12:52

We had a similar problem and it turned out to be a bad connection on a pole down the street.

If you wanted to try something different have you considered ordering a new ADSL connection without disconnecting your existing one. This will mean you entire connection is using different copper to the current one.

Worst case if it is as bad as the current one then you've lost the connection fee + month's rental and any disconnection fee. I'm sure you have spare ADSL modems you can use to test!

I'm assuming TelstraClear's cable network is not an option for you.

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johnmo

113 posts

Master Geek
+1 received by user: 23

#506728 15-Aug-2011 13:03

Funny you should say that.

Tried ordering an additional ADSL line last week from Orcon (current supplier) as been having major problems with voip QOS when uploading.

Just wanted naked DSL and thought $30 - $40 ish per month for a basic plan but they now only offer Genius plans at a terrible price.
Someone was supposed to call back if they could offer something but nothing so far.

Change of topic
Ideally would prefer wireless, but even though we are 8KM out of Hamilton and totally flat we dont seem to be able to get a signal from any of the points around Hamilton.
The only one that would work is Compass off the hospital and the damm University building is in the line of site so no signal:(

CruciasNZ

887 posts

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+1 received by user: 134

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#506964 15-Aug-2011 19:15

Telecoms CSR is crap for issues like these. We were them 9 months and we kept getting told it was our imagination or our modem. Moved to snap and they got chorus out, was a line fault between us and the exchange.

Your problem sounds similar to ours, for us the solution was a combination of chorus tech checking every connection between us and the exchange and also being changed to a very robust profile on the virtual exchange.

Professional Forum Lurker

jjnz1

1371 posts

Uber Geek
+1 received by user: 195

Lifetime subscriber

#506988 15-Aug-2011 20:22

I agree with Graemeh.

Ring Snap, order a second Naked DSL line, and use that for a while and see what happens. Make sure you get them to install a dedicated jack/cabling .

If it doesn't work, assuming its not your modem choice, it must (could) be the pole to cabinet.

Regs

4066 posts

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Snowflake

#507047 15-Aug-2011 22:52

johnmo: We run our business from home so dropouts were a major in extra phone bill with unreliable voip!!

Tried ordering an additional ADSL line last week from Orcon (current supplier) as been having major problems with voip QOS when uploading.

if you run your business from home and the internet service is so important, have you considered a solution with more of a business SLA? e.g. an HSNS copper connection with synchronous upload/download speeds? Or is it not *that* important that you would spend more for better service?

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RalphFromSnap

776 posts

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+1 received by user: 168

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Snap Internet

#508467 18-Aug-2011 11:53

Hi BradStewart

I'll PM you to get your username and I'll review your account :)

Snap

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www.snap.net.nz

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Ragnor

8279 posts

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#508493 18-Aug-2011 12:12

johnmo:
Just wanted naked DSL and thought $30 - $40 ish per month

Ok so for a dose of realism......

The wholesale cost of a Naked ADSL service from Telecom Wholesale BEFORE all ISP costs (backhaul, handover, domestic/international transit, equipment, marketing, staff etc) is ~$38 for ubran and $55 for non uban.

Given this ^ you can see why Snap's naked ADSL pricing starts at $55 for 5GB for urban and $75 for 5GB for rural.

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