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Topic # 189261 22-Dec-2015 09:32
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The poor old ISPs get slagged off so often so it is nice to give a positive feedback.

Yesterday at 1610 my ONT had a solid red Optical light thus no Internet and phone. After ringing Orcon it was passed to techos. It came right 50 min later but failed again after a couple of hours.

Rang Orcon again and we agreed that it would have to be a 'tomorrow' job.

Checked this morning at around 0600 and all was going! Who said the little green elves no longer work night shifts!

This was obviously a Chorus fault but thanks, whoever fixed it.

We have gas pipes being replaced in our street so one wonders whether it was those workers who killed the fibre but hard to explain why it worked for a couple hours last evening.

But, here's another nice one. Both calls to Orcon were answered within seconds! Wow, particularly as someone recently reported a 5 hour plus delay on Spark's helpline. 

Thanks Orcon/Chorus for getting this fixed at a busy time and for the speedy phone service.



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  Reply # 1455012 22-Dec-2015 09:32
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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 # 1455019 22-Dec-2015 09:34
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Peter, come on!!!!!!!!!!!

 
 
 
 


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  Reply # 1455057 22-Dec-2015 09:59
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linw: Peter, come on!!!!!!!!!!!


Go home Peter..... your drunk  




 The views expressed by me are not necessarily those of my employer




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  Reply # 1455151 22-Dec-2015 10:55
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And to round it off I got a follow-up text message saying they believed my issue was resolved. 

Cheers, Derek, all OK.



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  Reply # 1456399 24-Dec-2015 09:09
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Well, I feel a bit stupid now, as I still haven't got a stable Internet/Phone connection. It comes and goes. More often it is MIA.

This morning the ONT lights look normal but there is just no Internet or phone. Usually, when the ONT looks OK the router has connected all services but not now. In essence I am going backwards!

The worst thing is no one rings to say what is going on so you don't even know whether anything is being done to fix it. And now Christmas day looms so it needs fixing TODAY.

Had to buy extra data for my phone a/c to do this and I have other work I need to do online.

So, with the best intentions my Topic Header looks a bit naive, but, in the spirit of Christmas....................

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  Reply # 1456414 24-Dec-2015 10:22
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All good - an ISP that answers that quickly deserves a forum posting :)

Also, let this post be a warning for others: next time you post about how well your ISP experience goes, jump from the top of a large tree and try to come into good contact with as much wood as you can on the way down.



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  Reply # 1456487 24-Dec-2015 12:47
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LOL You made my day!!

Saga update. Rang AGAIN 30 min ago and we have services back. Yea. Happiness is having your network back.

But it took a reboot of the ONT, followed by a reboot of the router, to get the thing going. So, when was I going to be told to do that?? (No marks for saying, "Never").

ISPs seem determined to ruin the ship for a ha'peth of tar.

Credit, again, for the speedy phone pickups and good help desk staff.

But, gee, get the fixes quicker and communicate with the fixees.

Happy Christmas, all.

PS And stay out of MadEngineer's tree!

PPS Hope this is the last episode.



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  Reply # 1457207 25-Dec-2015 22:06
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Today was quite a good day. Only had two drop outs.



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  Reply # 1457575 26-Dec-2015 22:48
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Sorry to bore anyone who decides to get back here but I just want to end the saga by saying how my problem got fixed.

0810 today (Boxing Day!) I get a ring on my cell phone from a Chorus tech sitting outside in his van. Could he come in to see what he could do to fix things. YES, please, by all means.

Long and short, there was a fibre break in my feed in the cabinet down the road. There must have been enough light jumping the gap to give me intermittent service. In the end he had to completely re-do my feed from the cabinet. Because I was an early adopter (Aug 2012) he said the tray with my connection would have been disturbed many times resulting in the break. The early fibre was not as flexible, apparently, so replacing it was not a bad idea anyway. 

Took him 3.5 hours, though, as just re-doing the splices didn't work, so he had to do more troubleshooting.

Could this have been done better? Probably, as it was obvious it had to be a Chorus problem right from my first call. 

Anyway, happiness is having a solid dependable Internet link and phone.

And they all lived happily ever after! (Tempting providence, I know).

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