Impossible internet problems please help

[Elisa Garcia]

Hey , I have had an on going issue with my phone and internet. Chorus isn’t fixing it , it’s been going on for 4 months. Where the speed is showing at 17mbsp Download speed on the Chorus website and my modem interface. when I do an online speed test I get 0.40mbsp, one of the lowest speeds in New Zealand. a technician brought my modem and plugged directly into the cabinet and I received 0.40mbsp. I’ve tried spark, frizbox and net gear modems. I’ve tried gaming laptop, windows and MacBook laptops , and Ethernet cable and all 1-0.40mbsp. Download speeds. I’m only 800m from the cabinet , and on ADSL.

Any suggestions of what the problem could be , or how to fix it ,

[FullOppositeRudder]

I had to google chorus to find out who or what they / it is. It would seem to me that you need to try another ISP. Everything you have tried points to it being their problem, either at the server, or in the equipment which supplies your service. Sorry, no other real solution suggests; you've tried all of the things I would have in this unsatisfactory situation.

[skylimey]

Can you set your mobile up as a hotspot? If you can, connect the laptop to the hotspot and see what speeds you get. If the hotspot is faster than the ISP it points a finger...

Sky

[jimjim1]

This is pretty tough since I don't know anything about NZ DSL implementations. There will I am sure be lots of terminology problems.

For ANY DSL problem always check the phone carefully. In UK at least they don't have to "fix" the DSL ever but they have to fix the phone PDQ. If there is anything to complain about on the phone do so. Noise, clicks, ... This will sometimes fix the DSL too:-) Use the dumbest phone you can find. I used to keep an old cheap phone handy for just this purpose. Check both sides of the calls. Ideally in person.

Unless you have what we call Fibre To The Cabinet (FTTC) the distance to the cab is irrelevant, it's the distance to the exchange that matters.

According to https://www.increasebroadbandspeed.co.uk/2012/graph-ADSL-speed-versus-distance you would expect about that speed 5km plus from the exchange.

Get the stats out of the router/modem, Paste them all here.

Paste everything you see. More is better. Every router model is different on how it presents this information but as far as I know they all have it.

e.g.
Current DSL Connection:
................ Down ..... Up
Rate: 16257 kbs 1164 kbs
Max Rate: 16257 kbs 1164 kbs
Noise Margin: 11.6 dB 6.1 dB
Attenuation: 6.0 dB 2.2 dB
Output Power: 13.7 dBm 10.8 dBm

Protocol: G.DMT2+ Annex A
Channel: Fast
DSLAM Vendor Information Country: {46336} Vendor: {IFTN} Specific: {47473 }
ATM PVC: 0/38

Edited to add:

Also get error counters and packet counters. They can be labelled CRC, FEC, Reed-Solomon EC, BER.

Here are some further examples:

Noise Margin: 8.0 dB 9.5 dB
Output Power: 19.0 dBm 12.0 dBm
Attenuation: 37.0 dB 33.0 dB


DS Channel1 DS Channel0 US Channel1 US Channel0
Speed (kbps): 0 5656 0 243
Cells: 0 0 0 707896
Reed-Solomon EC: 0 49 0 0
CRC Errors: 0 2 0 0
Header Errors: 0 2 0 0
Total BER: 0E-0 4103E-10
Leakage Average BER: 0E-0 4103E-10
Interleave Delay: 0 34 0 15

###

Upstream line rate (kbit/s) 988
Downstream line rate (kbit/s) 15963
Line standard ADSL2+
Channel type Interleaved
Upstream SNR (dB) 9.9
Downstream SNR (dB) 7.9
Upstream interleave depth 1
Downstream interleave depth 64
Upstream line attenuation (dB) 7.4
Downstream line attenuation (dB) 14
Upstream output power (dBmV) 10.5
Downstream output power (dBmV) 0
Upstream CRC 7535
Downstream CRC 0
Upstream FEC 9196
Downstream FEC 0