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113 posts

Master Geek
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  Reply # 965241 11-Jan-2014 21:21
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Kiwiownage: Mines fine now except it keeps dying for 5 seconds every 10-15 minutes :/


This frequent disconnect is the only issue I have really - speed is generally fine except for a few offshore sites - but that is likely congestion elsewhere.

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Ultimate Geek
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  Reply # 967008 14-Jan-2014 17:56
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Update time......

OK I changed my HONT twice last week as Snap suspected I had a faulty HONT. Also tried a new 7390 Fritzbox and also a 7340. After all this still no good, I still had the dropouts during downloading.

Left it back with Snap!

Came home last night and dropouts were the worst they have been, 12 dropouts in 20 mins. I sent the logs to Snap. VoIP phone dropped out, Netflix stopped streaming. Terrible.

Today I have switched back down to 100/50.

Happy to say my connection is back to normal, zero dropouts during downloads. I also consistently get the full speed on speediest, I found the 200mbps service quite erratic, I was literally getting 200mpbs one speediest and 60mbps the next.

Snap have some work to do on the 200/50 for sure but that's why it's a trial and I knew that when I went to the 200/50. I'm sure they will get to the bottom of it but I'll be staying on the 100/50 for now.

Thanks Snap for the prompt service in switching plans and as per usual great customer service. 





 
 
 
 


112 posts

Master Geek
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  Reply # 967034 14-Jan-2014 18:45
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I ended up switching back to 100/50 as well, although Chorus once again stuffed my order up so I was without internet for a day (twice in two weeks).

Other then that I guess things are back to normal (But I still can't even watch twitch.tv on low quality).

Also the hold times are getting ridiculous, I spent 2 hours on hold just to swap my plan back to 100/50. You guys seriously need to hire some more customer service reps

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Geek
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  Reply # 967055 14-Jan-2014 19:29
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Well you paid an extra month's service fee for downgrading to 100/50? According to their ToS:
http://www.snap.net.nz/support/content/18/165/en/lightwave-extreme-terms-%26-conditions.html

I have been running some torrents as uploading only for the last 2 days and surprisingly no dropouts
It seems only downloading makes the connection unstable

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Uber Geek
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  Reply # 967078 14-Jan-2014 20:22
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Why not just whack a different router in? Mikrotik for sub $150 could route 200Mbps.

I highly doubt it is the actual UFB product that is unstable. What are Snap's thoughts so far?

256 posts

Ultimate Geek
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  Reply # 967089 14-Jan-2014 20:46
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Snap is well aware of the disconnect problem and are trying to isolate exactly where the fault lies. There are numerous possibilities and the thought pattern at this stage, I believe, is a problem with the provisioning on Chorus's end, especially given the 100/50 works perfectly fine and stable with the same gear. As others have noted, the problem only occurs when downloading. I believe tests are being done currently in the residential field to rule out the Fritz!Box as the problem and also to run some more advanced diagnostics.

Like me, we're all keen to have this product up and running smoothly so hopefully the issue will be isolated and remedied shortly.




 

 

 


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Ultimate Geek
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  Reply # 974753 26-Jan-2014 19:14
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Just wondering if there was any update from Snap or any users on this issue? I see vodafone are also offering 200mbps now I wonder if they will have any of the same issues.





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Master Geek
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  Reply # 974803 26-Jan-2014 20:29
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PoHq: Just wondering if there was any update from Snap or any users on this issue? I see vodafone are also offering 200mbps now I wonder if they will have any of the same issues.


I would be keen to know as well - now that I know it's happening I'm finding it quite annoying - especially as streaming doesn't seem to set it off.

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Geek
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  Reply # 978719 2-Feb-2014 00:07
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No improvements so far..
Still a great number of annoying downloading disconnections

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  Reply # 978720 2-Feb-2014 00:27
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So is it just people on the fritz seeing this or everyone? I'm thinking of ditching my fritz on vdsl for something reliable and this being the fritz would help validate that decision.




Richard rich.ms

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  Reply # 978723 2-Feb-2014 00:32
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richms: So is it just people on the fritz seeing this or everyone? I'm thinking of ditching my fritz on vdsl for something reliable and this being the fritz would help validate that decision.
UFB issues and VDSL are rather different ild say..

long as you stick to the older firmwares, the fritz is rock solid on VDSL.. the new ones are absolutely unstable.  




#include <std_disclaimer>

 

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


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  Reply # 991483 20-Feb-2014 23:14
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Anyone from Snap able to update us on how it's going resolving these issues?

21 disconnections today alone, 78 for the month so far. I'll have to look at switching back to the 100/50 if it keeps up, the last week or so has been noticeably worse.




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113 posts

Master Geek
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  Reply # 996653 28-Feb-2014 20:30
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Well fingers crossed it looks like things are fixed...solid connection with no dropouts for the last 42hrs, and 190Mbps down from Sydney, 60Mbps down from LA


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Ultimate Geek
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  Reply # 996658 28-Feb-2014 20:36
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Interesting. Thanks for letting us know. Can anyone else confirm this as I'd like to upgrade to 200 again. Anybody from Snap care to comment / confirm it's fixed.

Thanks.





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Ultimate Geek
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  Reply # 996662 28-Feb-2014 20:39
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maslink: Well fingers crossed it looks like things are fixed...solid connection with no dropouts for the last 42hrs, and 190Mbps down from Sydney, 60Mbps down from LA



What hardware is that on? Fritzbox?

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