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Topic # 129189 6-Sep-2013 11:23
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Hopefully can get some advice or help here.

We have been with Orcon for quite a few years now. We switched to Genius a couple of years ago (free modem with 2 year contract) and it started OK, but soon we started getting regular disconnections. At its worst there would be around 40 a day. Countless calls to customer support. Eventually they would sort it and it would be fine for a couple of weeks - then the disconnections would start again. We would then go through the same process, having to explain the problem again, going through the same troubleshooting steps, then being upgraded to a "Level 2 technician".

We had the modem replaced (no difference), we had Chorus come in and check our lines both inside and outside the house (no problems).

This carried on for around 18 months. Then in January this year I made yet another call with disconnection problems. They did something at their end and the next day, whatever they did seemed to have fixed it. We went from 30 disconnections a day to zero. Since then we have had maybe 3 or 4 disconnections total in the last 7 months.

Then 4 days ago it started again. We had 5 disconnections between 9:30 and 10:30 am on the 2/9. Then fine again until this morning. We have had 14 disconnections between 9:02 and 10:37 this morning.
I have rung support and have had to start the conversations over troubleshooting, having to explain myself over and over again etc.

They are unable to tell me what they did in January that fixed the problem, but I really don't want to go through this again!!

Anyone have any suggestions? It does seem weird that the problems in the last few days have been between 9 and 10:30 in the morning - but could just be a coincidence?

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  Reply # 890819 6-Sep-2013 11:29
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Have you got a master filter installed on the line coming into the house?



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  Reply # 890829 6-Sep-2013 11:51
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Thanks for the reply.

I don't know about a filter. How would I find out?


Update: It is now 11:50 and after 14 disconnections between 9 and 10:30 the connection has been stable since then

 
 
 
 


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  Reply # 890845 6-Sep-2013 12:15
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rhendra: 
They are unable to tell me what they did in January that fixed the problem, but I really don't want to go through this again!!


In January the Chorus tech remade some connections in the roadside pillar but he did not see the problem occur. In April another tech visit was no fault found. You pattern is that these connection burst come in the range 14-19 or so then they can disappear for months at a time so this will be hard to find. No seasonal pattern....

Any portable electrical devices in use around the time this latest burst occurred?? Quite possibly electrical interference, quite possible that the issue cause now is quite different to previously.

I see you have been taken through a modem reset. I've set a trap so if your connection gets a burst again, I'll get notified and we can take a look.




Regards FireEngine


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  Reply # 890849 6-Sep-2013 12:18
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I assume the issue is DSL sync loss and not just PPP loss?


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  Reply # 890853 6-Sep-2013 12:22
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sbiddle:

 

I assume the issue is DSL sync loss and not just PPP loss?

 



Correct although FYI PPP is pretty robust if sync is up, bursts of PPP drops invariably have a sync issue associated.




Regards FireEngine




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  Reply # 890870 6-Sep-2013 12:49
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Brilliant. Thankyou.

Nothing that I know of has changed. No new devices, electronics etc here at all. Really appreciate the support.

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  Reply # 890875 6-Sep-2013 13:02
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At the end of the day most issues with sync or speed are related to internal wiring. The only way to eliminate that is with a master filter.



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  Reply # 890894 6-Sep-2013 13:35
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Another 8 disconnections since midday

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  Reply # 890895 6-Sep-2013 13:36
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rhendra: Another 8 disconnections since midday


have you installed a master filter since mid day?

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  Reply # 890913 6-Sep-2013 13:45
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  Reply # 890916 6-Sep-2013 13:49
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Do you have anything like this plugged into any phone sockets in the house ?



Or know if anything like this has been installed anywhere ?



Oh, really odd question too, do any of your phone devices (inc ADSL modem) run near a fridge ? (especially older models)





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  Reply # 891227 7-Sep-2013 10:35
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We only have one active phone jack and it has the Orcon genius router plugged in directly. We also don't have a monitored alarm, sky, medic alert etc.

What is a master filter and how do you get one installed? Seems weird that we have had no problems for months and then the start up all of a sudden?

(Ended up with 31 disconnects yesterday and no connection at all between around 5:45 last night until 7 this morning. Already on 9 this morning so far).

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  Reply # 891237 7-Sep-2013 11:15
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 Seems weird that we have had no problems for months and then the start up all of a sudden?

(Ended up with 31 disconnects yesterday and no connection at all between around 5:45 last night until 7 this morning. Already on 9 this morning so far).


Quite common over the winter months, especially with the amount of rain in the recent weeks.

Water gets into the lines which has an impact on sync speeds, crc errors and resyncs.

Best bet is to get the helpdesk onto it, so the line can get checked out.



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  Reply # 901250 23-Sep-2013 14:28
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Problem is still ongoing. 250 disconnections between the 6/9 and 22/9 (after none since January).

We had a technician come out who tested all the wiring and it checked out OK. Asked him about a master filter and he said we didn't need one because we are on naked broadband with nothing connected to any phone jack except the Orcon Genius router.

Orcon has sent us a replacement router, which I swapped out and it made no difference.

The disconnections seem to come in bursts. It will be fine for a few hours, up to half/three quarters of the day, then we can get a burst of a dozen or so every few minutes for an hour/ hour and a half.
Eg today we had a stable connection since lunch yesterday, then 17 disconnects at:

8:24, 8.32, 8:34, 8:36, 9:00, 9:03, 9:32, 9:40, 9:51, 9:54, 10:31, 10:53, 11:01, 11:04, 11:14, 11:21 and 11:27.

It is now 2:30 and it has been fine for the last 3 hours. There didn't happen to be anyone at home during that time period today either.

What can cause this issue, especially if the wiring checks out OK?

The last technician suggested that the next step would be changing the port at the exchange.

I have a feeling that this might have been done back in January when it was fixed after the last set of disconnections we had. Could we have been switched back to our old one in September without us knowing?

Apparently we have another technician coming out tomorrow. Any suggestions as to how I can get some resolution?

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  Reply # 901262 23-Sep-2013 14:47
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Does the problem seem to coincide most with wet weather?




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