Connection dropping

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Connection dropping

Savageone

44 posts

Geek

#150549 26-Jul-2014 13:45

My connection has been very unstable for the past 3 days. It has been dropping in and out for no apparent reason. Sometimes it will stay active for an hour or so other times it drops and reconnects every 5 minutes. So far we've called support and they sent out a new modem which we got and hooked up this morning. It's been okay for the past 40 minutes but still has been dropping.
I've logged into the Orcon website and checked Usage - Reconnections and two days ago it reconnected 119 times, yesterday was 103 and so far today it's at 68, 3 of which were from me hooking up the new modem to different jackpoints to see if it would make a difference.

We had this issue a couple months ago I believe and we called support and they sorted it out. I'm really not sure why it's doing this but any help would be appreciated.

Edit: We are on the Genius Unlimited plan with the Orcon Genius Lite modem.
Selwyn Heights - Rotorua

Data Rate:

Upstream

Downstream

Actual Data Rate

697 (Kbps.)

11370 (Kbps.)

^ this is usually at 15000Kbps down and 900ish up

Operation Data / Defect Indication:

Operation Data

Upstream

Downstream

Noise Margin

12 dB

11 dB

Attenuation

10 dB

18 dB

PeterReader

6019 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#1096109 26-Jul-2014 13:45

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.

FireEngine

1223 posts

Uber Geek

Trusted

#1096129 26-Jul-2014 14:08

This will be a line fault now the modem is ruled out. Call back to support, now they have swapped the modem the next step is to roll a technician.

Regards FireEngine

Savageone

44 posts

Geek

#1096132 26-Jul-2014 14:15

The stats I posted showed up fine during editing but not when I posted so here they are in a screenshot

Alright will give them a call back and update this if it gets solved

FireEngine

1223 posts

Uber Geek

Trusted

#1096231 26-Jul-2014 16:31

PM me the ticket number they give you and I'll keep an eye on it...

Regards FireEngine

Savageone

44 posts

Geek

#1096729 27-Jul-2014 19:57

Got busy yesterday afternoon and rather annoyed about the internet and other stuff. Have only just managed to call them up and told them what's been happening. Today was pretty good. It only dropped 3 times and support said since it has been okay today that they will monitor it for 24 hours. They didn't give a case number either. It's been a pretty hectic 24 hours so that didn't even cross my mind.

FireEngine

1223 posts

Uber Geek

Trusted

#1096789 27-Jul-2014 21:30

Savageone: Got busy yesterday afternoon and rather annoyed about the internet and other stuff. Have only just managed to call them up and told them what's been happening. Today was pretty good. It only dropped 3 times and support said since it has been okay today that they will monitor it for 24 hours. They didn't give a case number either. It's been a pretty hectic 24 hours so that didn't even cross my mind.

OK - unfortunately Chorus think 10 drops per 24hrs is ok so we will have to establish a disruptive pattern, hence them saying monitor for 24hrs.

Regards FireEngine

Savageone

44 posts

Geek

#1097812 29-Jul-2014 12:01

FireEngine:
Savageone: Got busy yesterday afternoon and rather annoyed about the internet and other stuff. Have only just managed to call them up and told them what's been happening. Today was pretty good. It only dropped 3 times and support said since it has been okay today that they will monitor it for 24 hours. They didn't give a case number either. It's been a pretty hectic 24 hours so that didn't even cross my mind.

OK - unfortunately Chorus think 10 drops per 24hrs is ok so we will have to establish a disruptive pattern, hence them saying monitor for 24hrs.

Last time it was bad was 2 months ago and I believe Orcon sent us an email saying they noticed there was a lot of disconnections and to do the usual isolation tests. We called them and they resolved it some how. They said it was a problem on their end and they had fixed it. That month it had reconnected over 500 times so yeah lol

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

FlameBeard

344 posts

Ultimate Geek

Trusted

#1097833 29-Jul-2014 12:42

Can you please PM me your ticket number that you have raised either presently or in the past so that we can have a look at this. It looks to be warranting a truck roll but we need to check on a few things and Fire Engine appears not to have received anything from you at this time.
Or if you cannot find your current ticket number, your account number will be more than enough

Cheers

4th gen i7 Haswell 4770k, G.SKILL RipjawsX 16GB (4x4 Gb) DDR3 2400MHz, x1 GTS 460, Intel 180Gb 530 Series SSD, x1 Seagate 1Tb HDD, x1 Seagate 2Tb HDD, Modular 850w PSU, R.O.G. Maximus VII Formula mobo, Cooler Master Storm Trooper Chassis, Cooler Master V8 CPU cooler

"Five exclamation marks, the sure sign of an insane mind." - Terry Pratchett

No longer work for Orcon

Savageone

44 posts

Geek

#1097869 29-Jul-2014 13:09

PM sent.

Cheers

Savageone

44 posts

Geek

#1105329 9-Aug-2014 12:02

Had a Chorus guy come round today. He did something across the road and also replaced a jackpoint in the house. So far so good. Hopefully whatever did has fixed it. Will give it a couple days before calling again lol.

Cheers everyone for the help :)

FireEngine

1223 posts

Uber Geek

Trusted

#1105441 9-Aug-2014 15:08

Savageone: Had a Chorus guy come round today. He did something across the road and also replaced a jackpoint in the house. So far so good. Hopefully whatever did has fixed it. Will give it a couple days before calling again lol.

Cheers everyone for the help :)

Good - have your rates picked back up?

Regards FireEngine

Savageone

44 posts

Geek

#1105467 9-Aug-2014 15:40

FireEngine:
Savageone: Had a Chorus guy come round today. He did something across the road and also replaced a jackpoint in the house. So far so good. Hopefully whatever did has fixed it. Will give it a couple days before calling again lol.

Cheers everyone for the help :)

Good - have your rates picked back up?

Speeds are back to normal and my connection hasn't dropped since he did what he did. :)

FireEngine

1223 posts

Uber Geek

Trusted

#1105508 9-Aug-2014 17:05

Savageone:
FireEngine:
Savageone: Had a Chorus guy come round today. He did something across the road and also replaced a jackpoint in the house. So far so good. Hopefully whatever did has fixed it. Will give it a couple days before calling again lol.

Cheers everyone for the help :)

Good - have your rates picked back up?

Speeds are back to normal and my connection hasn't dropped since he did what he did. :)

Good stuff.

Regards FireEngine

manly100

11 posts

Geek
Inactive user

#1105977 10-Aug-2014 17:51

Savageone: My connection has been very unstable for the past 3 days. It has been dropping in and out for no apparent reason. Sometimes it will stay active for an hour or so other times it drops and reconnects every 5 minutes. So far we've called support and they sent out a new modem which we got and hooked up this morning. It's been okay for the past 40 minutes but still has been dropping.
I've logged into the Orcon website and checked Usage - Reconnections and two days ago it reconnected 119 times, yesterday was 103 and so far today it's at 68, 3 of which were from me hooking up the new modem to different jackpoints to see if it would make a difference.

We had this issue a couple months ago I believe and we called support and they sorted it out. I'm really not sure why it's doing this but any help would be appreciated.

Edit: We are on the Genius Unlimited plan with the Orcon Genius Lite modem.
Selwyn Heights - Rotorua

Data Rate:
Upstream Downstream Actual Data Rate 697 (Kbps.) 11370 (Kbps.)
^ this is usually at 15000Kbps down and 900ish up

Operation Data / Defect Indication:
Operation Data Upstream Downstream Noise Margin 12 dB 11 dB Attenuation 10 dB 18 dB

so much easier to diagnose with 2 pc's