[Snap] DSL Sync Issue after moving

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SilverwolfNZ

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#139355 6-Feb-2014 01:17

Hey guys,

I have a feeling this issue is going to continue for a while so I'm here hoping someone can suggest or figure out the issue.

I moved into my new house yesterday and chorus came to setup the VDSL connection, everything went smoothly until we tried the Fritzbox 3740 which wouldn't get a DSL sync with the local exchange. I figured this was a wiring issue until the chorus guy plugged in his telecome vdsl modem and it sync'd up at around 40mb down and 10mbup.

Since his modem sync'ed and worked fine I presumed it would be something to do with snap and/or the fritzbox...the following happened.

3pm Call 1 - Said that there was a known problem with some Fritzboxes not connecting to certain exchanges with VDSL and that he would email me a firmware update. I received an email containing firmware for the wrong modem.

6pm Call 2 - I rang back to ask about getting the firmware for the proper Fritzbox, he informed me that the modem had just connected a minute ago (took 2 hours to sync) and that i didn't need the firmware. I noticed it sync'ed at 34mb down but only 500kb up with around 120db of noise on the upstream, he said to keep an eye on it and ring them back in the morning if there was any issues so they could run a speed test after the order had been processed properly.

5 Minutes after this it went down and never came back up again.

1am Call 3 - Rang up again to see what else could be done, he couldn't find any issues on their end of things but informed me that he would send me some beta firmware by the morning.

2pm Call 4 - Rang again because I hadn't received an email with any firmware, the guy couldn't find anything wrong with their end and suggested i bring it in for testing which would be done before they closed.

So I raced back into town to drop it off and was informed I would be called back around 5pm when it was complete.

6pm Call 5 - Rang again because I hadn't had a call back and the guy checked to see the results and found nothing wrong with the modem, started a line test to see if there was any issues.

Now we come to the present moment, does anyone have any ideas what the problem could be? It seems a bit silly that the telecom modem connected fine but this damn fritzbox won't, I'm starting to think that if this line test comes back with nothing wrong and we don't get a new modem then we are going to have to go back to ADSL or either switch ISP's (but given im on a 24 month contract I don't see how thats going to work).

The issue really lays in the fact that I work on the internet and am pretty much losing money while I wait for an issue that shouldn't be there, its fairly frustrating.

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#981067 6-Feb-2014 01:17

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.

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hio77

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#981079 6-Feb-2014 04:45

post your error rates, and specturm if possible from the fritz.

try removing all cabled devices for a day (counter productive it would seem i know, but your issue sounds EXACTLY like mine, which a switch essentially caused a fritz that was on its last legs to just be even worse)

in respects to the firmware, yes, common issue. you should use the 5.22 firmware.

as for the upstream attenuation, dont pay attention to this. downstream is the only figure that matters very much.

your lucky you can simply drive to snap, shipping when you need to get the fritz tested is a pain. they will be doing a 24hr test on it.

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

SilverwolfNZ

62 posts

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#981082 6-Feb-2014 05:10

Hey hio,

Those stats weren't available at all because it was just stuck on "dsl interrupted" and occasionally "connecting". Only once when it was connected was I able to see the stats but that hasn't been back.

Snap currently has the modem while they do a line test which ends in an hour.

The fritzbox was tested here with different things attached to no avail. I figured the stats were nothing to go by since the chorus modem worked perfectly and synced up within a minute.

RalphFromSnap

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#981103 6-Feb-2014 09:06

Hey SilverwolfNZ

I'm looking into this now, will give you a call shortly to discuss.

^RO

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www.snap.net.nz

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hio77

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#981178 6-Feb-2014 12:53

the stats will simply help to diagnose it.. chorus have a habbit of going plugin modem, yep it lit up test done. and not waiting our any sort of disconnection issues unfortunately..

iknow it was kinda pushing it to get stats, but on the off chance you could have snipped them.

anyway, looks like ralph is on your case now!

#include <std_disclaimer>

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

SilverwolfNZ

62 posts

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#981256 6-Feb-2014 14:55

RalphFromSnap: Hey SilverwolfNZ

I'm looking into this now, will give you a call shortly to discuss.

^RO

Hey Ralph,

Thanks for sorting this out for me, the new 7360 (old one was 7340) synced within 30 seconds of connecting it, it also synced at 40mb down and 10mb up with near perfect stats! An added bonus was that it had my IP/Phone number already configured!

ty ty

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hamish225

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#981266 6-Feb-2014 15:19

SilverwolfNZ:
RalphFromSnap: Hey SilverwolfNZ

I'm looking into this now, will give you a call shortly to discuss.

^RO

Hey Ralph,

Thanks for sorting this out for me, the new 7360 (old one was 7340) synced within 30 seconds of connecting it, it also synced at 40mb down and 10mb up with near perfect stats! An added bonus was that it had my IP/Phone number already configured!

ty ty

i hope you didnt have to pay extra for it :P

*Insert big spe*dtest result here*

SilverwolfNZ

62 posts

Master Geek
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#981271 6-Feb-2014 15:27

hamish225:
SilverwolfNZ:
RalphFromSnap: Hey SilverwolfNZ

I'm looking into this now, will give you a call shortly to discuss.

^RO

Hey Ralph,

Thanks for sorting this out for me, the new 7360 (old one was 7340) synced within 30 seconds of connecting it, it also synced at 40mb down and 10mb up with near perfect stats! An added bonus was that it had my IP/Phone number already configured!

ty ty

i hope you didnt have to pay extra for it :P

Not that I know of :P, hopefully we don't go through another 3 of these..lol

hio77

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#981284 6-Feb-2014 15:46

snap are usally pretty good about replacing fritz's

AFAIK, the 7360 is what snap ship instead of 7340s now, so its kinda like RMAing old hardware, often you get the newer equivalent back.

#include <std_disclaimer>

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

SilverwolfNZ

62 posts

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#981295 6-Feb-2014 16:03

hio77: snap are usally pretty good about replacing fritz's

AFAIK, the 7360 is what snap ship instead of 7340s now, so its kinda like RMAing old hardware, often you get the newer equivalent back.

It makes sense, there seems to be a lot of issues surrounding the 7340's :( The guy who called me said that some of the exchanges have older hardware that aren't compatible with the 7340's.

hio77

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#981350 6-Feb-2014 16:53

if im not mistaken, the 7340s have the same chipset as the 7360 and the 7390.

what there is with the fritz's however, is a problem with the firmwares greater than 5.22, each of them are worse than eachother for vdsl.

prettymuch, its very easy to change a little setting and you brick your line till chorus can reboot it physically, theres also chance that it just flat out wont sync at all.

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SilverwolfNZ

62 posts

Master Geek
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#981358 6-Feb-2014 17:07

hio77: if im not mistaken, the 7340s have the same chipset as the 7360 and the 7390.

what there is with the fritz's however, is a problem with the firmwares greater than 5.22, each of them are worse than eachother for vdsl.

prettymuch, its very easy to change a little setting and you brick your line till chorus can reboot it physically, theres also chance that it just flat out wont sync at all.

Hmm I think this is their internal beta firmware at the moment.

06.01-27223 BETA |124.06.01-27223

hio77

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#981361 6-Feb-2014 17:09

interesting to know theres a new beta out, i had hoped after beta testing the last firmware and tossing it back within an hour, i would get to test another one ;)

cant comment on how that one preforms unfortunately, can only make assumptions by how horrible the last few firmwares have been.

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SilverwolfNZ

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#981373 6-Feb-2014 17:16

You may be interested to know there's a new setting under Line Settings.

"DSL version

Use previous DSL version

In case no synchronization is possible with the current FRITZ!OS, here you can deploy the DSL version of the previous FRITZ!OS. Once the other DSL version is enabled, the FRITZ!Box will be restarted."

hio77

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#981376 6-Feb-2014 17:29

iver your friz is miss-reporting, or your on some sort of really weird DLM profile. 8/0ms isnt a common latency set. (probably goes with your somewhat unusual training tone..)

for a 11db line, thats a very nice sync, very nice spectrum. would be interested in what your looking like on DLM-1

still not impressed that the FECs are taken out of the error box...

very interesting about the new setting option! i would be interested to know what sort of a difference that plays out on certain lines..

#include <std_disclaimer>

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

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