While DSL is generally a reliable technology, problems do happen from time to time. If you are currently experiencing a fault or think you might in the future, this guide is essential reading.
DSL Faults Tend to balance equally between the following causes:
* ‘End User' (you) Configuration error / Modem or Filter Fault.
* Line Problem, Exchange Problem or outage within the Spark NZ network
* HD Problems - These tend to affect a lot of users at once
The first thing to do when looking at any sudden problem is work out if it is affecting everyone or just you.
The best way to find out where a problem lies is to check the Service Status by logging into our website and going to https://my.hd.net.nz/networkissues.php. You can also call any of our contact numbers and press 8 for Support followed by 1 for network status.
Synchronisation (sync), is the phrase used to describe the physical connection between your DSL Modem and the DSLAM at the exchange. Sync should always happen when you have an active and working DSL line and is not related to your actual ISP connection.
Sync is normally indicated by a solid green ‘link' light (sometimes also called sync, DSL, WAN, Internet or showtime).
If you don't have sync, you won't be able to login to any of the test logins as your connection is not active. Possible causes of a loss of Sync are:
* An Exchange Fault
* DSL Not enabled yet
* DSL Ceased (Cancelled)
* Faulty Line Splitter (AKA Micro Filter)
* Faulty Modem / Router
* Telephone line losing quality - Line noise, electronics on the line, or a short on the line
If you are unable to get sync on your line, the following may assist in ruling out some of these items:
* Ask other people who use your local exchange whether they have the same problem - This is not always conclusive as many exchanges have multiple DSLAMs, of which only one might have a problem.
* Try the connection without splitters. (Master socket, all other phone equipment disconnected).
* Try a different modem - This isn't always possible, but if you know anyone with DSL, trying their equipment on your line is a very worthwhile test. Bear in mind that USB modems are notorious for losing sync intermittently, so if you have one, try a different type - This topic is covered further down the guide.
People have a habit of reporting drops in Sync as being disconnected. It is important to differentiate the two. If you are losing Synchronisation on your modem or router, please refer to the section above.
If however your Synchronisation is remaining solid, but your DSL (PPP Layer) connection to the HD seems to become disconnected, this is most likely related to one of the following:
* DSL Network / HD Network Problems - Check the service status page: https://my.hd.net.nz/networkissues.php.
* Internal Wiring Problems - make sure you have tried the connection directly into the master socket with no extension leads and also make sure that you removed all other devices from the line when doing this (phones, faxes, sky etc).
* Filters - Try with multiple splitters and also dig out an old 56K modem cable and try without splitters (but again make sure nothing else is plugged into the line when you do this).
* Hardware - Make sure you have re-installed the drivers to your modem to see if this resolves the issue. Also, if possible, try and borrow another modem from a friend and see if that works - or alternatively, take your modem to a friends and try to connect to their broadband account (it doesn't matter which ISP they are with).
* Telecom Line problems - If you have checked all the above and still have an issue HD can get Chorus to look into this further.
* DNS problems (i.e. not getting disconnected, but unable to get to any sites)
* Idle timeout, or "Disconnect when not in use" setting
When attempting to diagnose your fault, support will need to rule out all of the above in order to diagnose the problem.
Speed problems can have a many causes:
* Exchange Contention
* Unknown Spyware or a Virus
* DoS against your IP
* Faulty or over capacity Exchange
* Mis-configured user equipment
In order to quantify any speed problems, there are many speed checkers available for your use. Speed checkers provide an indication of the speed available on your connection. They are not always accurate, and results should be taken more than once at different times of the day to get clear results.