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Topic # 128748 22-Aug-2013 09:48
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So, I get back from 3 days in Auckland last night and the kids/wife mention the internet is going like a dog. Do a speed test to Sydney and its 100ms ping and 1.9mbps download. Ok I'll put that down to peak time.

So this morning nothing is working. Websites timing out left and right. Cant even speed test. BTW I'm writing this from my 3G modem.

Anyway, reset the ONT, reset the Genius multiple times. Still no go. Totally unusable right now.

Just curious if anyone else if having issues this morning before I log a call.

Thanks

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  Reply # 882594 22-Aug-2013 09:48
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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.



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  Reply # 882604 22-Aug-2013 09:54
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Can you get to anything at all, local or international?
Since you are using 3G i am guessing no...





meat popsicle



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  Reply # 882613 22-Aug-2013 09:59
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ptinson: Can you get to anything at all, local or international?
Since you are using 3G i am guessing no...



Paul, local traffic is also a no go. Everything is timing out including Geekzone, Stuff, NZherald - which I assume are all hosted locally.

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  Reply # 882619 22-Aug-2013 10:04
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tchart:
ptinson: Can you get to anything at all, local or international?
Since you are using 3G i am guessing no...



Paul, local traffic is also a no go. Everything is timing out including Geekzone, Stuff, NZherald - which I assume are all hosted locally.


It looks like you arent online.
Do you mind restarting the router so i can see an auth request come in.

Paul




meat popsicle



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  Reply # 882622 22-Aug-2013 10:08
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ptinson:
tchart:
ptinson: Can you get to anything at all, local or international?
Since you are using 3G i am guessing no...



Paul, local traffic is also a no go. Everything is timing out including Geekzone, Stuff, NZherald - which I assume are all hosted locally.


It looks like you arent online.
Do you mind restarting the router so i can see an auth request come in.

Paul


Paul, thats interesting, Genius is on, Internet light (world icon) is lit too. I'll restart everything again.

BTW I rung up last week to change plans and I know this is effective from today (or tomorrow). Last time I change plans I had issues as well. Probably a red herring but thought I should tell you that anyway.

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  Reply # 882627 22-Aug-2013 10:14
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Hmm.
The genius may not have seen the dropped connection.
Change plan shouldnt cause an issue, may require a restart but that is all.

I can see you online for now, can you do a few tests?





meat popsicle



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  Reply # 882629 22-Aug-2013 10:19
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Paul,

Before the reset the world icon was lit but the phone light was flashing. I reset the ONT and Genius - waited for ONT to come on before turning Genius back on. Internet and phone lights came on.

Phone is working.

Internet was working initially. Did an Auckland Speed test, ping/download worked and then got an error on the upload. Now the internet is back to not working.

Bizarre!

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  Reply # 882639 22-Aug-2013 10:33
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I can see your connection still up and i can ping/nmap/traceroute your ip with various sized packets, possible the genius is being ungenius...

Might be a replacement of it.

Can you please try a factory reset of the genius, you can save the settings you have if need be.





meat popsicle



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  Reply # 882648 22-Aug-2013 10:44
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Thanks Paul, I'll try a factory reset. BTW this is our 2nd Genius. First was was a lame duck too :(



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  Reply # 882651 22-Aug-2013 10:57
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Paul, factory reset complete. Same issue. Still waiting for my VOIP settings to come back but Internet light is on but not having any success getting to any sites.



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  Reply # 882701 22-Aug-2013 12:04
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Paul, rung up and spoke to one of the help desk guys - who was very helpful BTW.

He walked me through another factory reset (on the device not the UI) but with the ONT cable disconnected from the Genius. It seems to have done the trick but I'll keep an eye on this today.

Thanks for the help Orcon!

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  Reply # 882721 22-Aug-2013 12:38
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tchart: Paul, rung up and spoke to one of the help desk guys - who was very helpful BTW.

He walked me through another factory reset (on the device not the UI) but with the ONT cable disconnected from the Genius. It seems to have done the trick but I'll keep an eye on this today.

Thanks for the help Orcon!


That is good news. Both that you are back online and the Helpdesk was ... well ... helpful.
Sorry i dropped off there, had a meeting to attend :|

Let us know if it happens again.

Paul




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  Reply # 883557 23-Aug-2013 19:15
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tchart: Paul,

Internet was working initially. Did an Auckland Speed test, ping/download worked and then got an error on the upload. Now the internet is back to not working.

Bizarre!
oh look, it's another one!

this keeps happening.  I have the same thing, even after three replacement routers

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