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100 posts

Master Geek
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Topic # 126949 24-Jul-2013 19:42
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Right so to make matters worse I just typed all of this out and went to post it and was told that I had used a rude word and that my post would not be posted. To make it even more awesome Geekzone did not give me a copy of my post. So here I am again 45 minutes later typing the entire thing out all over again. What an absolutely horrible forum setup. Sort your stuff Geekzone.

Today was fibre install day. This morning we had a tech show up to start drilling in from the street. He managed to hit the sewer so we were without toilets etc until about 1.30pm when they had fixed the sewer and run the fibre up to the house. 1.30pm Downer showed up and ran the fibre into the house and were gone around 3.30pm with everything setup and the ONT live.

Went to check the handywork outside and the drilling team has dug plants up and just left them lying in the garden, they have also left feral looking sewer pipes strewn throughout our garden. One interesting surprise that got left behind was a pile of documentation regarding all the fibre information for our street, underground sewer and power line locations. Pricing that our ISP is charged from Enable etc. Quite an interesting read I must say!

A call to Enable and they said that someone would come out tomorrow to fix up the mess. Cool.

Next was to reconfigure our Fritz to work on UFB instead of VDSL. Call No1 to Snap to get info on this and I am told that it is fairly simple and given a few quick tips.
Go to set it all up and no go. Not working at all. Call No2 to Snap. This time I am told that the LOS light on the ONT is off and that this is not good. Tech tells me that he will call Enable and log an issue. I get off the call and do some 3G googling and I discover that LOS means Loss Of Signal. This is the light that you want OFF if you want your internet to work. Time for call No3 to Snap! This time I tell them that the LOS thing is crap and that the light is off which is a good thing. While on the call I notice that IPV6 is off on the Fritz, I turn this On and BOOM our internet starts working. TIP: If your fibre isn't working through your Fritz make sure that your IPV6 is enabled.

Next, the mandatory speed test! I run this while on the phone to the Snap tech and we have yet another problem. 0ms ping, awesome, 96mbit down, awesome, 2.6mbit up, not so awesome. This is a quarter of what we were getting on VDSL. It is also 20 times slower that what we were quoted on our 100/50 plan.

The tech tells me this is not his area of expertise and says he will log another issue.

So, another day of internet setup nightmares. Took us about 2 months to get our VDSL fast and stable. I sure hope it doesnt take that long to get our fibre to its quoted speeds. We might be "Downgrading" back to VDSL to get our upload speed back!




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  Reply # 865332 24-Jul-2013 19:42
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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.





100 posts

Master Geek
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  Reply # 865348 24-Jul-2013 19:56
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Speedtest Result:



100 posts

Master Geek
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  Reply # 866017 25-Jul-2013 16:46
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Had a call from Snap today. They reckon they made changes to fix it but I am still locked at 2.6Mbit upload. I had a thought that they may have put my upstream on the Voip portion of the connection which I thought from memory was 2.5mbit each way.

Anyway, they siad they were going to call me back this afternoon with a time to send a tech out to take a look. This house is cursed with some sort of internet curse. Surely it cant be that hard to get a connection up and running first pop!?

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Master Geek
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  Reply # 866688 26-Jul-2013 15:40
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To be honest this just sounds like a profile screw-up to me. Likely hood is they have everything set on their end correctly but somewhere in the background a profile is set incorrectly. I've heard of this same issue with another person on these forums. Don't think it was snap though.



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Master Geek
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  Reply # 866691 26-Jul-2013 15:48
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Yeah it sure does sound like a profile screw up to me too. Snap are coming out tomorrow to take a look so hopefully when they are here they can shed some light on exactly what is going on rather than trying to figure it out remotely.

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  Reply # 866693 26-Jul-2013 15:58
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Under the 'Internet' settings in the fritz!box and then 'account information' and then under 'connection settings', are the data throughput speeds for both upstream and downstream set to 999999 kbit/s ?




Do whatever you want to do man.

  

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Ultimate Geek
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  Reply # 866694 26-Jul-2013 16:03
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The guys that installed my UFB also suggested I set my up/downstream to 99999kbps.
Problem with that is it breaks the QoS on the fritz!
It's fine for testing but it really needs to be set to correct speeds if you want to be sure your phone calls won't be low quality.




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  Reply # 866696 26-Jul-2013 16:06
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What have you set your values to danielfaulknor? I have not had any issues with the VOIP service considering I am on 100/50 UFB plan.




Do whatever you want to do man.

  

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Ultimate Geek
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  Reply # 866698 26-Jul-2013 16:08
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I'm on 30/10 so 28/8 ish which is what my speedtests have returned (not speedtest.net actual real world tests)
Not 100% sure on numbers because the fritz is at home and I'm not :)




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Master Geek
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  Reply # 866701 26-Jul-2013 16:16
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It was set to be full of 9s. If I play around with these figures and drop them right down my tests are still the same so it appears this functionality of the Fritz is not working. I also have a friend on fibre who has also discovered that these figures dont actually do anything either.

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Ultimate Geek
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  Reply # 866705 26-Jul-2013 16:44
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That's not encouraging....
Surely that's a bug?




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Master Geek
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  Reply # 866708 26-Jul-2013 16:46
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Now that I think about it, it is probably because I have my network set as a DMZ on the fritz as I am using a different firewall. With the firewall disabled on the Fritz perhaps it stops the limiting from working?

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  Reply # 866747 26-Jul-2013 17:59
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Hopefully snap realise potential customers will find them on this forum, which ranks very highly in google.




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100 posts

Master Geek
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  Reply # 867069 27-Jul-2013 15:07
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Had Ricky from Snap come out today. Pretty awesome to have someone come out on a Saturday afternoon. He ran some tests of his own and was working with an Enable tech remotely. Was here for about an hour and problem is solved! Enable made some changes and it sorted it. Here is the latest speed test:



Snap have had a hard time with me, both my VDSL connection a few months ago and now my new fibre connections having issues at setup. Both times it has not been their fault. The level of customer service is totally next level compared to any other ISP I have to deal with day to day with my business.

Thanks again Snap, keep up the awesome work. Hopefully I will get your hold music out of my head soon haha!

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Master Geek
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  Reply # 867678 29-Jul-2013 10:10
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varix: Had Ricky from Snap come out today. Pretty awesome to have someone come out on a Saturday afternoon. He ran some tests of his own and was working with an Enable tech remotely. Was here for about an hour and problem is solved! Enable made some changes and it sorted it. Here is the latest speed test:



Snap have had a hard time with me, both my VDSL connection a few months ago and now my new fibre connections having issues at setup. Both times it has not been their fault. The level of customer service is totally next level compared to any other ISP I have to deal with day to day with my business.

Thanks again Snap, keep up the awesome work. Hopefully I will get your hold music out of my head soon haha!


Enables fault again it seems then. 

If they 'fixed' something it would have been a profile limitation on their end...

What happens is:

You sign up for fibre at X/X speeds with snap
Snap provision it propperly and send it off to enable requesting profiles for x/x speeds
Enable lay the lines etc get it working
You later find out enable cocked up and they have provisioned you speeds for x/y instead of x/x like yourself and snap have requested.

Not saying it happens all the time with enable, just used the examples I had on hand, as it has happened with chorus, Ultra fast fibre (tauranga area etc). 

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