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Topic # 150835 4-Aug-2014 22:32
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I just moved into a brand new house. Chorus came along a few days back and hooked up the fibre and fritz box. It all seemed fine. I got my computer up and running again and started a download on steam. It gets up to about 3mbps and then drops out - and since I am on a fibre only section, my phone drops out, everything drops. Takes a minute or two to come back, and then does it again. It seems to work fine if I am just doing stuff without a lot of downloading (I was playing Guild Wars 2 for an hour before with no drops). 

The snap tech support could see the dropouts, ran some tests I got a text saying that would send a new fritz! box. 

Has anyone else experienced this?

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  Reply # 1102206 4-Aug-2014 22:32
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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?




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  Reply # 1102230 4-Aug-2014 22:43
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what fiber speed plan are you on?





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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 # 1102236 4-Aug-2014 22:56
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Lightwave Home I think - 30 down 10 up, 80gb limit

The $75 month plan. 

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  Reply # 1102296 5-Aug-2014 07:16
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So are you gaming and torrenting at the same time? First obvious guess is you've probably got too many connections open and trashing the CPU of the router.



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  Reply # 1102306 5-Aug-2014 07:53
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Nope. I had a download going on steam. It would cruise along at 3mbps and then drop out, and everything dropped out. It would come back on, go for another 200mb or so and drop out again. 

Earlier in the evening I was playing Guild Wars 2 while my wife watched Neighbours on demand and there were no problems. 



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  Reply # 1102307 5-Aug-2014 07:56
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Lukasaurus: Nope. I had a download going on steam. It would cruise along at 3mbps and then drop out, and everything dropped out. It would come back on, go for another 200mb or so and drop out again. 

Earlier in the evening I was playing Guild Wars 2 while my wife watched Neighbours on demand and there were no problems. 

Even so, why would many connections crash a CPU of a modem designed to handle incoming/outgoing traffic. Seems like a pretty crappy design flaw if that is the case. 


The Technicolor TG589v2 (default telecom router) would reboot when torrenting - too many connections and it asplodes.

Cisco 887VA - no such issue.

Have you got an uptime counter on router? Is your PC on wifi or cable? Might just be the wifi on the router crapping itself.





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  Reply # 1102308 5-Aug-2014 08:02
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I wired the house with CAT6 prior to installing the gib because I didn't want to use wireless (also, the fritz box and fibre in are in the garage and the living space is at the other end of the house, so wifi reception is poor). 

It's wired. My old Telecom modem never dropped out while torrenting. But Steam doesn't use P2P so why would it drop out at the higher rates?

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  Reply # 1102340 5-Aug-2014 09:10
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To be honest, if Steam on it's own is killing it, I think the device is faulty - especially if it's only getting to 3mbps. Steam is nowhere near as connection intensive as torrenting can be, and even some of the early ADSL2 modems that are, on paper, far lower spec than the fritz can cope with those sorts of Steam speeds no problem. Try a different router if you have one, just to be sure. 




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  Reply # 1102345 5-Aug-2014 09:12
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Snap thought so too, they are sending a replacement box. Internet works fine as long as I'm not downloading stuff at high speeds for prolonged time. 

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  Reply # 1115594 26-Aug-2014 00:59
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Same problem here.

Disconnects over and over again when download speed maxes out around 3MB/s. However general web surfing, youtube is fine. I've had some tests and found if the download speed is less than 1MB/s, it won't disconnect. If > 1MB/s for a period of time, it disconnects. And I'm using just the FTP/HTTP transfer, so torrenting (too many connections) doesn't seem to be the cause.

I'm at East Auckland and have the same plan with OP: 30 down 10 up. I called Snap support and they restored my Fritzbox to factory setting but no help. They said they're going to check with Chorus to see if there's any line fault.

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  Reply # 1115689 26-Aug-2014 09:51
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mouwen: Same problem here.



Can you PM me your username and I'll take a look

Thanks

 

^RO





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Our Social Media Team:
^RO Ricky - Technical Lead
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  Reply # 1115697 26-Aug-2014 10:02
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They sorted it out for me. Not sure what changed. It wasn't a chorus issue either, but it is fixed now. 

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  Reply # 1117928 29-Aug-2014 13:11
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Update:

They've made some changed on their end and my UFB is now stable. No more annoying disconnections.

Thanks a lot Ralph!

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  Reply # 1123282 6-Sep-2014 18:08
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I have the same error and was on the phone with the residental support guys for about 30 minutes but they were unable to sort this out.
Can I PM my details to you Ralph and get this sorted?

Cheers,



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  Reply # 1123314 6-Sep-2014 20:06
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It took almost three weeks for them to sort it out for me. They kept wanting to monitor lines to see if it happened, and I told them I could force it to happen any time they wanted. Because I was on lightwave fibre, the phone often cut out as well. All fixed now. 

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