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irishchris1

2 posts

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#187928 10-Dec-2015 09:59
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Hi All,

I've had a particularly bad customer experience with Slingshot on our move from ADSL to VDSL, along with a still unsolved technical issue. Firstly when the engineer came out around 2 weeks ago he installed the splitter - but did not hook up the router. On hooking it up I had to then spend 1 hour plus trying to get a profile setup.. not great. After I found that all wifi devices in the house could hold wifi connection but not hold stable internet connection. Browsers timing out, netflix timing out etc. When I ping a website during these periods I lose all packets. I went through technical suport with SS who advised me on the basics, changing channel, manual setting of DNS. Still no luck. Wifi signal is strong, and internet timeouts seem device specific. So my phone will drop-out when my laptop will maintain stable internet access. I've also checked IP allocation - and attempted to allocate IP's manually on devices with no success.

Internet also works stable via LAN, though at slower than expected speeds (DL approx 16mbp - slingshot say it should be c.25mbs) so I've ruled router wifi issues as the culpret. I have exhausted technical support through SS who attribute my issue to living in an apartment with 11 devices connected. Their suggestion is to buy a new router. I asked to log a complaint with them on this suggestion, as I was pretty much forced to buy their router with my VDSL connection (abit it is only $20..).

I have also tried daisy chaining their old ADSL router, which worked perfectly to the new VDSL and connecting to that. Weirdly I experienced the same issue.

Seems pretty bizarre to me, hope someone else has experienced something similar before i blow much needed $$ before Christmas.








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PeterReader
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  #1446977 10-Dec-2015 09:59
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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.



Jase2985
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  #1446998 10-Dec-2015 10:17
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FYI VDSL is not UFB

Please read peter readers post and then supply those details, especially the modem stats

 
 
 
 


Slingshot
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  #1447077 10-Dec-2015 12:25
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Hiya

This one is a little difficult to answer without more info as there are so many factors to consider. If you send me a message with your account number I can see which of the VDSL modems you are using and what's actually been done with your profile. Happy to take a look if you like.

Cheers 




irishchris1

2 posts

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  #1447100 10-Dec-2015 12:52
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Hi as another poster correctly pointed out I have two conflicting statements. I can confirm that I am talking about VDSL - NOT UFB. Doh!

Jase2985
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  #1448309 10-Dec-2015 17:48
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you need to answer peter readers questions

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