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Topic # 162078 28-Jan-2015 14:34
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I have been a Snap customer for years and I never experience any issue with my broadband until I moved to Auckland. (Well, it might not be their problem)

I am renting in Lynfield, Auckland since October last year. With no hesitation, I called Snap and subscribe to their naked ADSL plan (ADSL & Snap Phone Plus) and bought a Fritz box 7490 from Snap.

Since I got connected in Oct/Nov last year, for the first few weeks, the modem would lose sync (No Info LED, Power/DSL LED blinking) for a couple of minutes then it synced again. However, the speed would drop to around 1M after re-sync. I tried power cycle the modem, unplug the cable... I cannot get the speed back up. I used my previous TP-Link modem and it also exhibited the same issue. At random time, normally a day later, the speed would return to around (6M-8M) then at random time, it would lose sync and drop again.

A Chorus technician came to my rental property and cut off all the wiring so only one phone jack is usable. We changed the modem cable, change the wire pairs all the way from exchange to the phone jack, change the port in the exchange but now for the past couple of months, the modem loses sync more than 10 times a day, the worse time is in the afternoon, it loses sync every 2-4 minutes. After the sync is re-established, the speed varied (like 700k, 2.xM, 4.xM, 5.xM, 6.xM) each time.

On Monday, a Chorus technician came and after we swapped the modem, we could not get sync at all. He rang Chorus and asked for port reset and I heard the guy said reset the port will not get the sync up but he did a reset anyway. So this Chorus technician checked every single point from the phone jack to the cabinet and could not get the sync (voltage test, isolation test...). When he went to the exchange and connected the tester, the sync came back. In the afternoon from 2pm ish to 4pm ish, there were heaps of lost sync, every 1-2 minutes, then it became more stable after 5pm but still had a few lost syncs.

Last night, Snap remotely accessed the Fritzbox to change the stability settings (they didn’t tell me what they have changed) but since then each time the modem loses the sync, it never re-connect again. I did a factory reset this morning and now, each time it loses sync, it will come back in 1-2 minutes.

I already made a lot of calls to Snap and they have run a lot of tests. Three Chorus technicians came to have a look but the issue is still persist.

What can it be? Anyone?

Some information:
Exchange is 2.xkm away. Cabinet is less than 1km away. It is not "cabinetisationed" according to Chorus Tech.
Line attenuation: roughly 36dB.


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  Reply # 1224084 28-Jan-2015 14:34
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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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