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7 posts

Wannabe Geek

Topic # 179012 22-Aug-2015 18:23
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Hi all,

Hope someone can help. I've recently (only in the last week or so) been having some problems with random slowness using my snap broadband connection. It's hard to describe the symptoms... When it works, it works well, but every few minutes, the data will just stop, sometimes in the middle of a page loading. It's like the DNS isn't responding to requests or something. Most times nothing will happen until I reload the page.

This happens on devices connected via either Wi-Fi and Ethernet. I have a master filter connected directly to the router with new cat5e cable. The modem/router is a linksys x3000. Speedtest results are similar to before at 13.8 Mbps down, although it takes an age to find a server based on the ping results. Perhaps coincidentally this problem had only surfaced since I enabled parental controls on the router. I have since updated the router firmware and disabled the parental controls to no avail. Is this more likely to be a local or a Snap problem?

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Wannabe Geek

  Reply # 1374081 25-Aug-2015 18:27
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We are having the same problem here, initially we signed up as a business vdsl unlimited customer with snap, VDSL @ Work Plan, paying a premium for a good premium service, which used to really good.

the slow down really got to me today so i talked to the 2degrees  help desk for about 45mins to ascertain what the issue would be.
Was told the standard isp retail line, essentially blaming my hardware and asking me to restart everything, which had already been restarted.
I asked them how many times they'd like me to restart my router, interrupting my internet connection which i have a staff and server equipment connected to.

Essentially I was told that they only do residential plans now, of which there are 2 of.
I mentioned that i was still paying double what their current plans are and that id like my connection performance back, the screen the support guy was reading didn't have an answer for that,
so i asked to be transferred up the chain to someone who could answer my question and was told this couldn't happen.

After some to and fro between the support guy and his superior and my insistence that i needed my speed back, the phone line went dead.
I did anticipate that this might happen, snaps sell out to 2 degrees has resulted in a slow throttled connection.
Before the change, the snap team assured me that this wouldn't happen, but guess what......

I'll call them back, restart the conversation, then report back here soon.

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Uber Geek
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  Reply # 1374176 25-Aug-2015 19:55
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Check router logs. In case it is dropping the PPP session and re establishing it. And check line stats. In case it is a line fault.

Edited to add

Where is Peter Reader when you need him?


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Wannabe Geek

  Reply # 1375628 28-Aug-2015 12:33
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Interesting. I had a hunch that it might be my modem/router that was playing up, so I bought a second hand Huawei HG659 (ex Vodafone) on TradeMe, hooked that up, and things have been solid ever since. <shrug>

It's just struck me that I now have a Vodafone router running Spark firmware connected to 2degrees! tongue-out


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