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Topic # 152219 20-Sep-2014 09:13
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Hi team
A lightning storm early Friday morning in Hamilton took out my Internet connection. The Fritzbox starts up, and I can access to system software, but it reports no DSL connection. Snap help say I need to check the box on another port as Chorus charge like a wounded bull if they come & it's not their problem.

Trouble us, when I got VDSL installed by Snap, they only installed one port. No one ever suggested a need for another. Does anyone have any suggestions on how to check if it's the line rather than box? Will an ADSL box work on VDSL line?

Phones on other jacks work fine.

Any suggestions appreciated

Cheers

Charlie

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  Reply # 1132572 20-Sep-2014 10:00
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you just need another VDSL modem to check the connection, if the new one works then its your fritzbox, if it doesn't then its the line and they can ring chorus and get them to check it out .

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  Reply # 1132610 20-Sep-2014 11:08
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If the fritz still powers on etc I bet it will be the line. Usually a power surge will kill it 100%. There is the odd chance it just fries the DSL module.




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  Reply # 1132694 20-Sep-2014 13:19
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Eh, the Fritz's are pretty tank so I wouldn't assume it's a modem fault straight away. If there was a proper power issue with it then the power light would be flashing red when you turn it on iirc.




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  Reply # 1132713 20-Sep-2014 14:03
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OK, so knowing no-one locally with a VDSL line I can check the Fritzbox on, and not having a spare Fritz box, I'm a bit stuck for options.  As I understand it from other posts here, Snap won't work with other VDSL boxes so end forking out for a PB Tech cheapy can't be guaranteed to help.  

Any idea where the likely weak point in the line in is?  Would replacing the wall line out be a DIY option?  

Many thanks for suggestions so far.

Charlie

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  Reply # 1132714 20-Sep-2014 14:04
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I have had a fritz die in the 5 min drive between the old place and current one - im still yet to work out how that even happened. maybe the bag i stuck it in was statically charged or something.....

Do you know someone else with vdsl that you could possibly ask to help you test? using their modem.


Otherwise, someone close to your on GZ might be able to help - this is exactly what i did when i was working out my issue. The 20 min drive to borrow one was well worth it for peace of mind in sending away for a new one.



Generally, i expect people to have a backup modem laying around, but that is a tight ask when your looking a premium product like VDSL.




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  Reply # 1132715 20-Sep-2014 14:05
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CeeGee: OK, so knowing no-one locally with a VDSL line I can check the Fritzbox on, and not having a spare Fritz box, I'm a bit stuck for options.  As I understand it from other posts here, Snap won't work with other VDSL boxes so end forking out for a PB Tech cheapy can't be guaranteed to help.  

Any idea where the likely weak point in the line in is?  Would replacing the wall line out be a DIY option?  

Many thanks for suggestions so far.

Charlie


a vdsl modem is a vdsl modem.


snap simply only officially support their fritzboxes. 




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  Reply # 1132719 20-Sep-2014 14:14
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hio77:

a vdsl modem is a vdsl modem.


snap simply only officially support their fritzboxes. 


This. Any VDSL modem should get you a connection, but not the voice side of things - OK for testing though.

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  Reply # 1132720 20-Sep-2014 14:17
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RunningMan:
hio77:

a vdsl modem is a vdsl modem.


snap simply only officially support their fritzboxes. 


This. Any VDSL modem should get you a connection, but not the voice side of things - OK for testing though.


there is a thread on here on getting your voice config if you really want to go down that route.


but ild say snap will happily replace your fritz if its fried anyway, so thats a tad moot.




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  Reply # 1132721 20-Sep-2014 14:23
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if you cant find a friend or a spare modem you could always try the Warehouse stationery , buy one test it take it back for full refund. just a thought.

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  Reply # 1132722 20-Sep-2014 14:23
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vexxxboy: if you cant find a friend or a spare modem you could always try the Warehouse stationery , buy one test it take it back for full refund. just a thought.


they do vdsl modems now?




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  Reply # 1133401 22-Sep-2014 09:21
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Why don't you just ring Snap?

If it is a problem in the network I expect they could see that with their diagnostic tools, if it is a problem with the modem they can sell you a new one.

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  Reply # 1133759 22-Sep-2014 15:16
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graemeh: Why don't you just ring Snap?

If it is a problem in the network I expect they could see that with their diagnostic tools, if it is a problem with the modem they can sell you a new one.


not always.

there is a problem with the fritz's, where it will "brick" a linecard, requiring a manual reboot by a tech at the cabinet. - likely chorus will try to do this remotely first and will be incapable as it is unresponsive.. 

This will show up on snaps side as the connection is active and working fine.


While this does not seem to be the case in this situation, its an example of where the tools snap have available will not work.




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  Reply # 1133766 22-Sep-2014 15:19
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hio77:
graemeh: Why don't you just ring Snap?

If it is a problem in the network I expect they could see that with their diagnostic tools, if it is a problem with the modem they can sell you a new one.


not always.

there is a problem with the fritz's, where it will "brick" a linecard, requiring a manual reboot by a tech at the cabinet. - likely chorus will try to do this remotely first and will be incapable as it is unresponsive.. 

This will show up on snaps side as the connection is active and working fine.


While this does not seem to be the case in this situation, its an example of where the tools snap have available will not work.


Thanks.  Chorus must hate it when that happens!  I guess the tools Chorus provide to the ISP are not as sophisticated as I thought.

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  Reply # 1133778 22-Sep-2014 15:22
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graemeh:
hio77:
graemeh: Why don't you just ring Snap?

If it is a problem in the network I expect they could see that with their diagnostic tools, if it is a problem with the modem they can sell you a new one.


not always.

there is a problem with the fritz's, where it will "brick" a linecard, requiring a manual reboot by a tech at the cabinet. - likely chorus will try to do this remotely first and will be incapable as it is unresponsive.. 

This will show up on snaps side as the connection is active and working fine.


While this does not seem to be the case in this situation, its an example of where the tools snap have available will not work.


Thanks.  Chorus must hate it when that happens!  I guess the tools Chorus provide to the ISP are not as sophisticated as I thought.


last time it happened to me, it took 4 days, 1 remote tech, 3 physical techs (of which 1 was testing my line to see if pots was working - clearly the wrong person for the job, was not trained for VDSL iver.)


Took the 3rd physical tech to come out and upon arrival calls to say, hes done the reboot and everything should be working, apparently it was a reasonably common fault that he had dealt with.




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  Reply # 1133785 22-Sep-2014 15:28
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So, having called Snap and had them take me through basic  set up, decided the modem was fine and to log a fault with Chorus.  Chorus of course were rather busy as it wasn't just me with a problem  several calls and three days later, with Chorus working their way down the fault line to my door, they fix several things and then confirm the box Snap said was fine was cooked.

So, replacement non Snap box & things are back up and running.  And no, Snap cannot sell me a new box thanks - won't buy off someone who insisted the old one was working when it was not.  They need to know the limits of their ability to remote diagnose.

Thanks for the suggestions here team, as always its nice to know people are willing to share their expertise and experience

Charlie

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