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Topic # 185575 27-Nov-2015 22:53
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Hi all,

Warning, long long post.

I've just made the move from Wellington to Masterton and was initially looking at a new fibre connection. 2degrees stated that the fibre connection would take too long, so we cancelled that order and opted for VDSL in the meantime. This is where the fun begins:

So over the last week I've been having tonnes of 'fun' with 2degreesbroadband. My initial connection date was sometime in December (my move in date being the 20th of Nov) but after a phone call to chorus this got moved forward to the 18th of November. I thought... cool! Thats damn fast, but its strange that 2degrees are saying that I don't even need to be present for the install. Every other VDSL provider has come in and installed some new cable and master splitter to a dedicated jackpoint for VDSL. I checked Sparks website, and they still do this. I check 2degrees website and there is NO mention of any special charges for a proper VDSL Install.. Not sure what wizbang magic they do but thought hey, I'll be connected by the time I move in, whats the issue!

So come move in day (20th Nov) I bust out the modem they sent and found they had it configured for fibre and did not come with a BT50 -> RJ11 cable... bummer. After finally getting a cable and changing the settings, still no sync.

I spent the next 5 days, every single day, on the phone with 2degrees, chorus, downer and the service provider downer sub-contract to figure out what the heck is going on and get some kind of connection. There is over 8 hours of call logs (I record every phone conversation I have...).

On Thursday (yesterday) I had a technician from chorus (faults guy) that came and left 2 minutes later stating he couldn't do anything because the job had been put down for ADSL and he had no VDSL gear to test. He said I needed to contact 2degrees and get another job put through as there was nothing he could do.

Today (Friday) we finally had some kind of positive outcome (after another 2+ hours on the phone), had some techs come out from a subcontractor of downer and fixed some fault at the cabinet.

Now comes the kicker, after ALL this (this has seriously eaten my whole week, not to mention the serious amount of data add-ons I have chewed because I am a software developer who NEEDS internet) 2degrees would only give me 2 days compensation on our bill AND the speeds are ABYSMAL!

The below is the best test I've gotten so far:



What I cannot work out is why 2degrees now cheap out and do not provide a proper VDSL install for their customers like all the other competitors on the market... It surely costs them MORE money to deal with a bazillion faults and/or support tickets regarding bad speeds and error rates?? Also if this is now standard practice for them, why is this not made more explicit on the website? I was never told that they cheap out and do not provide this service for their customers... The actual job that got logged for 'install' was a simple jumper at the cabinet, which costs $25, so where is the other $74 dollars going for that advertised $99 connection fee that I am paying for by being locked into a 12 month contract?



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  Reply # 1436426 27-Nov-2015 23:08
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Are you sure that you have been provisioned with VDSL? - your stats look like (moderately slow) ADSL to me.




Sideface




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  Reply # 1436428 27-Nov-2015 23:10
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Yep should be VDSL2. And yep the speeds are beyond terrible.. When I talked to 2degrees on the phone they made me feel like I should be grateful I have any kind of connection and that they make no guarantees on speed..

 
 
 
 


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  Reply # 1436429 27-Nov-2015 23:15
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What street in Masterton is this? I wonder if you're too far from your cabinet/exchange to get VDSL?



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  Reply # 1436430 27-Nov-2015 23:15
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According to chorus, I can get:

 

  • UFB fibre up to 200 Mbps
  • Broadband > 20 Mbps (with the right modem and plan)
  • Broadband > 10 Mbps
The cabinet is literally < 10m from my house (its across the road), hell my house is only about 700m from Masterton city center



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  Reply # 1436431 27-Nov-2015 23:16
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quickymart: What street in Masterton is this? I wonder if you're too far from your cabinet/exchange to get VDSL?


Lincoln road

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  Reply # 1436438 27-Nov-2015 23:24
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nzcub3y: Yep should be VDSL2. And yep the speeds are beyond terrible.. ..


Yes, I understand that it SHOULD be VDSL - but have you been provisioned with ADSL in error?

Your upstream speed of 0.95Mbps is highly suggestive of this.




Sideface




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  Reply # 1436440 27-Nov-2015 23:26
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Sideface:
nzcub3y: Yep should be VDSL2. And yep the speeds are beyond terrible.. ..


Yes, I understand that it SHOULD be VDSL - but have you been provisioned with ADSL in error?

Your upstream speed of 0.95Mbps is highly suggestive of this.


Not 100% sure but its a possibility. I would find it hard to believe given the amount of phone calls I've had with 2degrees that NOBODY picked that up, considering we were discussing VDSL at all levels.

I will give them a call tomorrow morning. Hopefully they come back with some more information tomorrow after the overnight line tests.

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  Reply # 1436441 27-Nov-2015 23:28
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nzcub3y:
Sideface:
nzcub3y: Yep should be VDSL2. And yep the speeds are beyond terrible.. ..


Yes, I understand that it SHOULD be VDSL - but have you been provisioned with ADSL in error?

Your upstream speed of 0.95Mbps is highly suggestive of this.


Not 100% sure but its a possibility. I would find it hard to believe given the amount of phone calls I've had with 2degrees that NOBODY picked that up, considering we were discussing VDSL at all levels.

I will give them a call tomorrow morning. Hopefully they come back with some more information tomorrow after the overnight line tests.


How about posting the DSL statistics from your Modem?




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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 # 1436446 27-Nov-2015 23:35
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hio77: 

How about posting the DSL statistics from your Modem?


https://imgur.com/a/UtPik

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  Reply # 1436449 27-Nov-2015 23:41
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Okay so, you are on VDSL.

Looks like your line itself is in poor condition. How it wired between the ETP and the modem?




#include <std_disclaimer>

 

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  Reply # 1436450 27-Nov-2015 23:43
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No idea, but I have the modem directly connected via a RJ11 -> BT50 cable into a standard telephone jack. We have a naked connection.. but I've never had a VDSL connection without a proper install before (ie master splitter, new cable from demarq point)



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  Reply # 1436451 27-Nov-2015 23:44
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2degrees say they no longer have to offer a VDSL install as part of the connection, all they did was ask for a simple jumper change at the cabinet (no install at the house, no master/splitter, no new jack point)

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  Reply # 1436453 27-Nov-2015 23:50
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Im kinda disappointed snapdegress have stopped doing filter installations..


For a Temporarily connection, i can understand that being a smart business move however.


If your handy, ild be tempted to check there is not a adsl master filter sitting in there... possibly look at reducing the possibility of any refractions from other jackpoints.


However skipping the peaks and dips, it does look to have an as expected loss over distance line that would be on par with a very borederline connection.

You are on a 997 profile, 998 is currently being rolled out and when it hits your Exchange, you will likely see an improvement there.




#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 # 1436454 27-Nov-2015 23:55
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hio77: Im kinda disappointed snapdegress have stopped doing filter installations..


For a Temporarily connection, i can understand that being a smart business move however.


If your handy, ild be tempted to check there is not a adsl master filter sitting in there... possibly look at reducing the possibility of any refractions from other jackpoints.


However skipping the peaks and dips, it does look to have an as expected loss over distance line that would be on par with a very borederline connection.

You are on a 997 profile, 998 is currently being rolled out and when it hits your Exchange, you will likely see an improvement there.


Yeah it's certainly strange. They say they no longer offer it for any customers, not just me. They how ever will send a job through at your own cost to do it! I'd rather pay the local company $130 to do it then to line 2degrees pockets with the $199 they want to charge me to get it done.

I havent had a look around for a master splitter for ADSL.. Where would I even look? I am handy with a soldering iron and usually make all my own ethernet cables.. Would it be that hard to run new cable  to a dedicated jack? (I don't need a splitter as we are naked)

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  Reply # 1436459 28-Nov-2015 00:07
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Your on a naked connection, so logically the best solution  is simply cat5e straight from ETP to your jackpoint, Use jelly crimps in the ETP ofcourse rather than than soldering iron!
Personally i would use a cat5 jackpoint - or even straight up crimp the end, using a RJ11 in the fritz's wan is rather ugly.

This would quite simply give you a clean line from the ETP, As mentioned it looks like a borderline connection but not everything quite lines up.

Would likely set you back a fair bit less than paying for a Master filter!



Always a chance your line will simply still have a fair bit of crosstalk on it though..




#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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