[Snap] Keep disconnecting - Anyone else getting this?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Keep disconnecting - Anyone else getting this?

redeye52

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#150805 4-Aug-2014 07:27

Hey guys, been with Snap for a few months now - about 2 months ago I started getting disconnections. Thought it happened when the phone was used (as it did with my old ISP) but confirmed it is not the case. Disconnects just happen randomly and can be out for a good 5 mins only to come back and disconnect a further 3-5 times before coming back to a stable status.

Have not changed my setup or even moved my fritzbox since I got it so not sure what changed.
Speeds are also more or less the same as before.

Must've disconnected 8 times just now and getting this on fritz box log (sorry for the crappy layout, dont know how to copy it over properly lol)

04.08.14               06:44:10               Internet connection established successfully. IP address: 111.69.x.x, DNS server: 202.37.x.x and 202.37.x.x Gateway: 111.69. x.x, Broadband PoP: SNAP-08
04.08.14               06:43:55               DSL is available (DSL synchronization exists with 31624/10344 kbit/s).
04.08.14               06:43:09               Timeout during PPP negotiation.
04.08.14               06:43:09               Internet connection cleared.
04.08.14               06:43:04               DSL not responding (no DSL synchronization).
04.08.14               06:43:01               Internet connection established successfully. IP address: 111.69.x.x, DNS server: 202.37.x.x and 202.37.x.x Gateway: 111.69. x.x, Broadband PoP: SNAP-08
04.08.14               06:42:41               PPPoE error: Timeout.
04.08.14               06:42:34               DSL is available (DSL synchronization exists with 34616/10344 kbit/s).
04.08.14               06:41:58               Timeout during PPP negotiation.
04.08.14               06:41:58               Internet connection cleared.
04.08.14               06:41:53               DSL not responding (no DSL synchronization).
04.08.14               06:02:06 Internet connection established successfully. IP address: 111.69.x.x, DNS server: 202.37.x.x and 202.37.x.x Gateway: 111.69. x.x, Broadband PoP: SNAP-08

PeterReader

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#1101404 4-Aug-2014 07:27

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.

sbiddle

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#1101416 4-Aug-2014 07:37

Looks like your DSL sync is dropping. As you've said this happened with your old ISP it means the issue isn't Snap, but likely to be a wiring issue.

Do you have a correctly installed master filter?

redeye52

118 posts

Master Geek

#1101419 4-Aug-2014 07:41

Not exactly, I never disconnected randomly with my old ISP. Just when one particular phone in the house was used as my flatmate refused to use a filter on his phone.

I believe it is installed correctly, any way to check? Like I said, I have been with Snap a few months, and there was no issue (in the first month and a half).

hio77

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#1101423 4-Aug-2014 07:53

were you on VDSL with your old provider?

since your on a fritz, post a screenshot of the dsl stats and the specturm, should give a bit more information to go off..

when you say randomly, is there some sort or pattern to this? time of day, weather, etc?

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redeye52

118 posts

Master Geek

#1101425 4-Aug-2014 08:04

Nope, I was on ADSL.
Changed to VDSL when I moved to Snap.

Randomly = no specific time/weather. Some DCs are lengthier than others. e.g. I disconnected 2 nights ago (around 11pm - had been a sunny day/no wind), DCed this morning (6.30am - cold, but clear weather).

Not sure if I got the right screenshots, but..

hio77

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#1101427 4-Aug-2014 08:10

dammn.. you have had bad disconnects! DLM-8! once everything is sorted, ild probably get DLM reset if latency is an issue for you as otherwise to get down to a reasonable profile you would be looking at a few months easy.

did the chorus tech do a full installation (installing an dedicated jackpoint for the VDSL connection, splitter etc)?

sounds possibly like a contact might be only just hanging in there.. has snap sent chorus out to look at your line? have you spoke to them? got tests ran?

#include <std_disclaimer>

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redeye52

118 posts

Master Geek

#1101429 4-Aug-2014 08:13

To be honest, I have no clue. I was overseas when the install was done and seeing as I had no issues to begin with, thought everything was smooth.

Have not yet called Snap, will probably do so after class today. Really didn't bother me beforehand as DCs were max 20 secs. But lately it's been more frequent and longer :L

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freitasm

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#1101455 4-Aug-2014 08:58

A filter is used to connect the modem to the wall - the phones connect without filter. I wonder if your installation is wrong and if it wouldn't benefit from a master filter instead?

redeye52

118 posts

Master Geek

#1101708 4-Aug-2014 13:58

Hmm, well the modem is connected to a filter > wall. We've always just used filters on all our phones as we used to move our modem around the house a lot (not sure if we're talking bout the right filter or even if there are different ones) - Anyways, will give them a call now and hopefully get some tests done.

hio77

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#1101850 4-Aug-2014 16:28

redeye52: Hmm, well the modem is connected to a filter > wall. We've always just used filters on all our phones as we used to move our modem around the house a lot (not sure if we're talking bout the right filter or even if there are different ones) - Anyways, will give them a call now and hopefully get some tests done.

are you saying, you can plug your modem into any jackpoint and get a connection?

ifso, a master filter has not been installed but should have as part of your full installation.

you shouldnt be using inline filters, as the master filter would do the job already.

#include <std_disclaimer>

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redeye52

118 posts

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#1102226 4-Aug-2014 22:39

When still on ADSL, we either had modem in lounge or master bedroom. Snap VDSL install was done in master bedroom only so only get connection there. Anywho, called and they said everything looks normal (at time of call).

Theyre monitoring my network for tonight and told me to call back tomorrow for results. Disconnected a couple times today so hopefully brings some insight on the issue.

hio77

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#1102233 4-Aug-2014 22:49

redeye52: When still on ADSL, we either had modem in lounge or master bedroom. Snap VDSL install was done in master bedroom only so only get connection there. Anywho, called and they said everything looks normal (at time of call).

Theyre monitoring my network for tonight and told me to call back tomorrow for results. Disconnected a couple times today so hopefully brings some insight on the issue.

alright, so sounds like the master filter is in place.

wait for the results to come in, then see how things are looking.

#include <std_disclaimer>

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

redeye52

118 posts

Master Geek

#1102727 5-Aug-2014 16:56

Called back and pretty much looks normal on their end. Said it sounds like the splitter is failing and a tech would have to be sent out to confirm. However, if it turns out to be another issue then I'd be paying the Chorus bill of $200ish :O
Since we will be moving houses in a couple weeks, we agreed it's probably best to just leave it since I disconnect only for a few seconds-minutes and risking a $200 bill for a house we will soon leave is a little daft.

freitasm

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#1102763 5-Aug-2014 18:12

Are you renting? If so then it's up to the owner to have it fixed.