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654 posts

Ultimate Geek
+1 received by user: 20


Topic # 63533 29-Jun-2010 11:23

Hi guys,

I'm having intermittent issues with poor speeds and drop outs with my DSL, and horrific static on my phone line.  The problem seems to be at the junction box at the side of the house (where the underground cable comes up) - the plastic conduit has separated from the box and wiring is exposed.  Jiggling the connection seemed to improve things for a while - this morning I've lost the dial tone completely (although DSL seems to be going for now albeit at 300kbps).

My vague understanding is that wiring and maintenance (which I don't have on the account) covers me from internal wiring i.e. wiring and jackpoints from the junction box onwards, and that telecom is responsible for everything up until the junction box (square white box with tri-wing screws and telecom logo on it) - is that correct?  Hence if the fault is between the street and the junction box it ought to be serviced/fixed with no charge.  My home line and DSL are provided by Slingshot, and the customer service tech I spoke to wasn't sure where the demarcation was.



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IT Professional
1703 posts

Uber Geek
+1 received by user: 166


  Reply # 346302 29-Jun-2010 11:40
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I had a similar problem many years ago with areal phones cables and the first time I reported it the girl at Telecom faults told me it would be at my cost - so I left it. Next time we had bad weather and it did it again I again rang faults and this time the person I spoke to said that it would be fixed at their (Telecom's) expense. So I'm picking it is at Telecoms expense.

Stand your ground. Good luck.

6019 posts

Uber Geek
+1 received by user: 153


  Reply # 346304 29-Jun-2010 11:43
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Hi, Telecom are responsible for everything (well phone wiring, oil spills are BP) upto and including the ETP or Demarc which is the white box, so sounds to me like their cost not yours.




Runnin' and Gunnin'
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  Reply # 346306 29-Jun-2010 11:44
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Whatever you do, dont mention the fact that when you jiggle the cables it changes.... Telecom will try pinning it on you as you interefered with it.

Dont think Ive ever been charged for faults on the line, no matter where the issue lay...long as its obviously not something youve done, then theyll cover it.

XPD / @DemiseNZ / Gavin
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654 posts

Ultimate Geek
+1 received by user: 20


  Reply # 346969 1-Jul-2010 12:57

All sorted - tech came the same day and rewired/resecured the junction box.  Contractor seemed to think it'll be covered by telecom, will have to see if it appears on my bill!  Thanks all.

6019 posts

Uber Geek
+1 received by user: 153


  Reply # 346980 1-Jul-2010 13:28
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You can be pretty sure its covered, if its in their ETP and quite obvious that it has not been tampered with they just accept it, as they should.


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