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120 posts

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  Reply # 1938463 14-Jan-2018 09:16
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2degreesCare:

 

Those speeds definitely don't look right @BuckoNZ. You should be getting around 90-100Mbps download and 15-20Mbps upload with our standard fibre connection.

Can you PM us with your customer number, address, and date of birth so we can investigate.

Cheers,
^BRM

 

 

 

 

There is a case already open - I believe the number is:  180111-000019

 

Sorry, I had to head back to work this week hence the limited replies. However the latest updates:

 

- I was advised that Chorus had looked into this and from their perspective "they can't see any issue at their end".
- Download speeds seem to improved quite a bit, but I'm still not getting 90+ Mbps consistantly, which is what I always used to get.
- Ping results are very inconsistent.
- Upload speeds are ALWAYS very poor.
- And all of these tests are using end points in Wellington, where I live. Whereas I always used Auckland end points in the past to give a more realistic result.
- Phone line is still not working.

On Friday, I provided some additional feedback to 2Degrees Support and they asked that I provide more SpeedTest results using different Wellington based end points. I did this, using two PC's that I have in the house, both connected to the FritzBox via cabled (gigabit) network infrastructure.

 

I was asked to give the 2Degrees Support team a call, which I did and from what I understand another job has been logged with Chorus, for them to investigate.

 

It's been a number of years since I was in IT Support, but since this all started when I got a new FritzBox, I would have thought one of the first things to do, would be to send me another one - let's eliminate that the replacement FritzBox is at fault, before investigating more complex things?  Perhaps I'm trying to over simplify.

 

 


'That VDSL Cat'
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  Reply # 1938573 14-Jan-2018 13:35
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BuckoNZ:

 

It's been a number of years since I was in IT Support, but since this all started when I got a new FritzBox, I would have thought one of the first things to do, would be to send me another one - let's eliminate that the replacement FritzBox is at fault, before investigating more complex things?  Perhaps I'm trying to over simplify.

 

 

From a RSP point of view, the expectation is the device that has been sent out is perfect.

 

 

 

sometimes that isn't always the case unfortunately, That's where a spot of forward thinking is useful.

 

 





#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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2degrees

  Reply # 1938586 14-Jan-2018 14:23
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Hi @BuckoNZ,

 

Please check your email, it does look like this is a modem issue. We try to rule out other possibilities before we replace a modem - we'd rather not have a growing pile of perfectly good modems that have been returned if we can help it!

 

Cheers,

 

^BRM


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  Reply # 1938602 14-Jan-2018 14:53
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I hope you credit the time where your service wasnt working without him having to get all complaints department with you too.





Richard rich.ms

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  Reply # 1940133 16-Jan-2018 20:11
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2degreesCare:

Hi @BuckoNZ,


Please check your email, it does look like this is a modem issue. We try to rule out other possibilities before we replace a modem - we'd rather not have a growing pile of perfectly good modems that have been returned if we can help it!


Cheers,


^BRM



Just send out a secondhand but tested modem when a faulty brand new modem is suspected.





'That VDSL Cat'
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  Reply # 1940134 16-Jan-2018 20:12
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Aredwood:

Just send out a secondhand but tested modem when a faulty brand new modem is suspected.

 

This is what is often done...





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


2 posts

Wannabe Geek
Inactive user


  Reply # 1951117 3-Feb-2018 14:25
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Hi All,

 

I have been unable to log back into Geekzone using my original login, due to having to factory reset my Mobile Phone and all my Google Authenticator accounts disappeared as a result.

Anyway, long story short, 2Degrees sent out a new FritzBox and the issue appears to be resolved.

Cheers,
BuckoNZ

 

 

 

 


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