Non Technical Support from Slingshot

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#233778 2-May-2018 21:07

After the recent Auckland storm and a 2 day ADSL outage my ADSL line speed has dropped by 1Mbit/s From 4MB/s to 3MB/s. We are rural just north of Albany. I have done the house wiring / master filter checks.

I asked Slingshot technical support to investigate and they lodged a fault with Chorus. This is the reply I received

"Looking into the fault close off notes, I can see that the Chorus technician has advised that the download speeds that your connection is currently physically syncing at of 2-3Mbps is what you are to expect. The technician has advised that as you are over 3 kilometres from the cabinet, these are the expected speeds with which your connection will sync at.

To maximise your wireless connection, you can try cycling through the Wi-Fi channels to find which one offers you the best connection/. I have included instructions on how this can be done below:"

The points are

1) The line speed was faster before the outage (I suspect DLM changing the acceptable noise margin is the cause)

2) Neighbours 300m (line distance) closer to the cabinet are get 7Mbits/sec

3) And giving advice to change the wifi channel _screams_ _shakes head_

Any idea how to proceed ?

Thanks

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hio77

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#2006803 2-May-2018 22:58

dropping from 4 to 3 absolutely will be ddDLM.

While it sucks, chorus are basically helpless in the ability to control it.

the fact that customer's 300m closer get 7mbit leads to suspicions that your fed from another cabinet, a DP that loops you around timbucktwo or quite simply, there is a fault at play (quite possibly internal wiring.)

ddDLM should happily return the line within about a week or two, It's reasonably rapid to make movements now.

in terms of the slingshot rep, there is very little they can do for you. they can escalate to chorus, Chorus's front line are just as unable to mess with profiles.

There are some "T2" assure agents on chorus's end that seems be able to adjust profiles, but ddDLM will overwrite it at some stage and as far as i understand their processes day don't screw with ddDLM.

Changing wifi settings, is likely something the rep can influence, and is a technical change that can be made.

In this case, you seem to be only talking sync rates... which, falls back to the agent can't really do anything.

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richms

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#2006805 2-May-2018 23:06

Accept the fact that copper is EOL and they will do anything they can to avoid a truck roll, and see what other options you can get is my advice if you need more speed.

Richard rich.ms

hio77

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#2006807 2-May-2018 23:09

other advice for you in terms of speed issues, chorus assure are like a cointhrow.

some of their assure reps will check customers on the DP, and go yep that looks like an actual issue.

other side of the hand is, they will tell you it's within spec (which technically it is) case closed.

i find proving the case (to chorus) is about a 99% hitrate for resolution, takes alot of hand holding that a front line RSP rep likely won't go through however - they will likely be up for not hitting their KPI's otherwise.

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Linux

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#2006813 3-May-2018 00:16

@ad This is not actually a fault as such so I am not sure what you are expecting slingshot & Chorus to do

Linux

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#2007087 3-May-2018 13:25

Linux:

@ad This is not actually a fault as such so I am not sure what you are expecting slingshot & Chorus to do

Linux

So if the you have a stable xDSL connection then there is no fault regardless of the line speed?

A VDSL line that went from 40Mbits/s to 30Mbits/s after an outage is again no fault?

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Linux

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#2007088 3-May-2018 13:29

ad:

Linux:

@ad This is not actually a fault as such so I am not sure what you are expecting slingshot & Chorus to do

Linux

So if the you have a stable xDSL connection then there is no fault regardless of the line speed?

A VDSL line that went from 40Mbits/s to 30Mbits/s after an outage is again no fault?

Correct as the internet connection is up and stable and no SLA on speed for consumer internet and it could be the DLM dropping the speed (working as designed)

Linux

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#2007119 3-May-2018 13:53

ad:

Linux:

@ad This is not actually a fault as such so I am not sure what you are expecting slingshot & Chorus to do

Linux

So if the you have a stable xDSL connection then there is no fault regardless of the line speed?

A VDSL line that went from 40Mbits/s to 30Mbits/s after an outage is again no fault?

A VDSL2 connection could easily go from 40Mbps to 30Mbps after an extended outage once a resync does occur if ddDLM decides it'll try a lower sync rate for stability. This is not a fault.

hio77

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#2007122 3-May-2018 13:57

ad:

So if the you have a stable xDSL connection then there is no fault regardless of the line speed?

A VDSL line that went from 40Mbits/s to 30Mbits/s after an outage is again no fault?

from a consumer point of view, yes this is an issue. It's not working as per normal.

From a chorus point of view, their network is doing exactly what they set standards for it to do and is functioning as expected.

It's a pretty Sh!tty angle to take on things, but that's how they work. the fact that there is a RSP between you and chorus creates a buffer that allows them to be rather uncustomer centrist.

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#2007129 3-May-2018 14:11

hio77:

from a consumer point of view, yes this is an issue. It's not working as per normal.

From a chorus point of view, their network is doing exactly what they set standards for it to do and is functioning as expected.

It's a pretty Sh!tty angle to take on things, but that's how they work. the fact that there is a RSP between you and chorus creates a buffer that allows them to be rather uncustomer centrist.

Ok - I would of been good if they could have explained this was the case and not suggest I change my wifi channel

Thanks for all the input

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#2007131 3-May-2018 14:12

Changing a Wi-Fi channel is going to have zero impact on xDSL sync rate

Linux

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#2007139 3-May-2018 14:22

ad:

Ok - I would of been good if they could have explained this was the case and not suggest I change my wifi channel

Thanks for all the input

as a T1 agent, your honestly pretty limited. the fact that you as a customer likely had to reach out for support a second time would have already been a bit of a red marker...

you really don't want to be the one to tell the customer, I'm sorry but i can't make our access provider fix this. most customers will at that stage become pretty frustrated.

#include <std_disclaimer>

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