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335 posts

Ultimate Geek
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Topic # 111480 5-Nov-2012 10:36 Send private message

(copied from Slingshot forums in hopes it gets seen)

I just moved house this past weekend and am experiencing a couple of problems.

Firstly, I rung and organised the move 10 days early in order to try and make it as easy as possible. Now on saturday I got a text from slingshot saying 'Slingshot here. You're now live on our Better Network! To connect to the internet, please restart your modem. Enjoy your upgraded services.'

Great! Or maybe not. I plugged in the modem at our new address and the internet won't connect. The dsl light is on and in the browser I can see the dsl status showing all the necessary figures. However, the internet light is off and it's showing disconnected in the browser (clicking connect doesn't work). I also plugged the phone in and got an engaged tone (beep - beep - beep).

Now this morning I got another text from Slingshot saying 'Hi Slingshot here, there has been a delay with your new Homeline connection. We will text you with a new date as soon as we can. Thanks'.

Not so great. That explains why the phone wasn't working but does it explain why the internet isn't connecting? If it does then why did I get a text saying I was all connected and ready to go? Also, is there a way to find out an exact date or does chorus figure that out and then let Slingshot know?

I can understand that complications happen (albeit slightly frustrating) but if I could at least know the date i'd be a little more happy :)




Web development blog: http://www.devhour.net
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Hawkes Bay
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Uber Geek
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  Reply # 712138 5-Nov-2012 11:29 Send private message

Has old provider been disconnected from new address?




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335 posts

Ultimate Geek
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  Reply # 712157 5-Nov-2012 11:43 Send private message

I believe the house was empty (was being renovated) for almost 2 months so i'd say it was disconnected. When I organised the move the person I was talking to on the phone ran some line tests and said everything was good to go so i'm going to say yes.




Web development blog: http://www.devhour.net
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203 posts

Master Geek
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  Reply # 713250 6-Nov-2012 22:56 Send private message

looks like i got the same issue.. but this is a new connection (new customer)

I got a friend who just migrated in NZ and I referred Slingshot as the best ISP atm. Application went well and got the same option as I have which is the $90 naked plan.

Last thursday my friend received her wireless router and was told that all should be working by Friday (2nd Nov) and we immediately connected her wifi router and entered her login details but unfortunately it wont connect.'
Note that I could confirmed that the router has DSL line connection and it has 13MB/1MB download/upload stream so I could confirmed that the DSL line has no problem.  the only problem was the authentication is not working for some reason... and this must be Slingshot issue i believe...

so we called your support team and they could not identify the problem.. we probbaly called them for 4th times already and the last representative told us that it could be still not active from Slingshot part and wait for another 24 hrs to be active.  so we waited.. four days have just gone but still it wont connect and could not be authenticated.  but yet again DSL line is all good.. just no PPP or internet connection. wont get IP from slingshot.

note that the account of my friend is all good and could login on Slingshot portal to check account details.

When i got my slingshot before.. i have this same issue and was told to wait for just 24 hrs before it activates even though i could access my account on slingshot site and received sms message that my account was already activated.
so i believe this would be the same issue with my friend but it's now 3rd day since we were told that it should be working already.

it is now really frustrating on my part and my friend as I recommended slingshot but yeah, seem to fail.
the funny part is we were advised by slingshot support team that we would pay if no problems on the DSL line and prob on our part.. that is not acceptable for us as this is a new connection and a new customer.. the internet connection was not even working and we would pay for it.. sigh..

Anyway, anyone got idea on this and help us to get this going as the support team is not really helpful.. all they say with us is they could not see the modem.. and they said they could not help anymore.. (another sigh from your support)..
but in fact, I could see the DSL status as showtime! and could see 13MB/1MB download/upload stream.. so must be on authentication part..

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Uber Geek
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  Reply # 713292 7-Nov-2012 02:28 Send private message

make sure the user name and password are correct in the modem, when i tried to change the password in our old telecom dlink modem, this was years ago by the way, it just didn't seem to want to save, so yeah just make sure the password and username are right, if they are then try changing the password to something else and putting the new password in the modem, sometimes they do that and it seems to jog something in the system.















335 posts

Ultimate Geek
+1 received by user: 29


  Reply # 713364 7-Nov-2012 09:09 Send private message

All good now. They had to escalate it to Chorus who sent a technician out yesterday arvo. It was a problem at the exchange (something about a jumper being connected wrong). Got home last night and both phone line and internet are working. So i'm happy now.




Web development blog: http://www.devhour.net
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372 posts

Ultimate Geek
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  Reply # 713420 7-Nov-2012 11:05 Send private message

Kingy: All good now. They had to escalate it to Chorus who sent a technician out yesterday arvo. It was a problem at the exchange (something about a jumper being connected wrong). Got home last night and both phone line and internet are working. So i'm happy now.


The problem with new connections is often it doesn't go right from first install and can take a number of days to get this sorted.
Unfortunately this happens with any provider and is a Chours problem not so much Slingshot or any other RSP.

With a Intact line we know the following.....

Between             > .......................................<
DSLAM/MSAN ---- MDF ---- Cabinet ------ ETP/CT ----(Internal Wiring) ---- Jack point ---- Modem
The problem is usually here  ^^^^  with non intact lines the pair between the Cabinet and the ETP has been reallocated somewhere else.




---------------------------------------------------------------
Nebukadnessar
ISP: Slingshot (250gb Rollover) - Better Network
Speed: 37/3 VDSL MSAN (tester)


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  Reply # 713437 7-Nov-2012 11:30 Send private message

anything that relies on human effort or computer software has potential to stuff up.

anything that relies on human effort and computer software has potential to stuff up big time.

203 posts

Master Geek
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  Reply # 713559 7-Nov-2012 15:25 Send private message

you are correct Nebbie!!!

it was the prob on cab.. unfortunately they jumped to wrong pair.. sigh.. took almost 7 days to sort out. btw, the tech went 3 times (it was his 3rd time to correct the issue) another sigh...

not Slingshot issue but yeah, I think they need to do better on this process ie. Chorus will contact slingshot if they can see the port.


1244 posts

Uber Geek
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  Reply # 714462 9-Nov-2012 02:17 Send private message

Trouble is, it partly depends on the Chorus tech you get. On one hand you have the pros that know what they are doing, they call to ensure it is connected to the right line and sometimes even configure the modem for you!

Then you get the not-so-pros. The ones that call Slingshot and wait in the queue rather than call the special number they provide especially for Chorus, only to ask what sync rate means or something stupid like that.

95% of the time, things go to plan though. I will be moving in a week also. I'm hoping everything goes OK since it is just a wholesale connection.





Sometimes what you don't get is a blessing in disguise!

855 posts

Ultimate Geek
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  Reply # 714473 9-Nov-2012 06:39 Send private message

What gets me is the ISP's blame chorus for what ever the fault is, expect you to wait for days or weeks for it to be fixed and don't offer any kind of a refund or to pay for access to alternative services until it's fixed.

Damm sure if the customer said "this month my employer didn't have enough hours for me to work, so as a result I won't be able to pay for internet for those days I didn't work, it should be all good!"

Do you think an ISP would allow that.....I don't think so

862 posts

Ultimate Geek
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Slingshot

  Reply # 718348 16-Nov-2012 15:53 Send private message

Hi guys,

Sorry for the delayed response.

If you have had issues with anything resulting in a fault or potential fault it is always going to be advised to notify us. We are not aware the it isn't working until this happens!

As per Nebbie's reply earlier, it is often outside the property and this is commonly the case if a move of services or a new connection has taken place as connections do need to be physically changed.

Please contact us on 0800892000 if you are still having issues and the team will hopefully sort it out asap.

As far as blaming Chorus, we shouldn't be doing this. They are a service company that provide the physical connections and fault resolutions for ALL internet and homeline providers in New Zealand. They have set time frames for resolution and do a damn good job at keeping to these. We might quote their expected time frame as a reference but this is certainly not an attempt at blaming them. The other thing to take into account is that Internal ticket work is required from Chorus and Slingshot in order for a connection to work, we all have time frames around these ticket procedures like Chorus do. It's always best to call the helpdesk asap and make sure all of the troubleshooting is done so we can investigate faults internally or externally via Chorus - this will result in the quickest resolution.

Cheers,
Ben




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