Chorus problem - serious

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156 posts

Master Geek

#431649 27-Jan-2011 00:30

freitasm: The thing is... 'Naked Wireless Broadband' doesn't exist. Isn't just 'naked DSL broadband' by any chance?

Yes, Mauricio, that's what I meant. My laptop connects to it via wireless though.

sbiddle

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#431653 27-Jan-2011 06:21

Whole DSL connections are through Telecom Wholesale. The only work Chorus (or subcontractor) do is connecting the phyisical MDF at the exchange or cabinet and have nothing at all to do with your problem.

Really the issue here is betwen your ISP and Telecom Wholesale. All DSL requests are processed through Wireline, you should ask to see copies of the provisioning requests to see what has (hasn't) been actioned.

antoniosk

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#431655 27-Jan-2011 06:43

sbiddle: Whole DSL connections are through Telecom Wholesale. The only work Chorus (or subcontractor) do is connecting the phyisical MDF at the exchange or cabinet and have nothing at all to do with your problem.

Really the issue here is betwen your ISP and Telecom Wholesale. All DSL requests are processed through Wireline, you should ask to see copies of the provisioning requests to see what has (hasn't) been actioned.

Agree, although chrissie should not be sorting out comms between ISP/Telecom Wholesale.

More than likely there is a provisioning error at Telecom WHolesale's end - it happens, as large parts of these networks are still not that well automated.

Telecom Wholesale has facilities in place to deal with provisioning cockups, but Planet needs to drive the comms and get Wholesale to pay attention. I find lots of people these days like to send emails, or 'call a mate', which can make things a lot harder than needs be.

Hope your line is decent enough to make the voip work, after all this effort!

________

Antoniosk

zombiewan

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#431678 27-Jan-2011 09:06

I don't want this thread to end! So much WIN!

chrissie

156 posts

Master Geek

#431698 27-Jan-2011 09:26

Gavin says comms is done via ticketing mostly, but I've spoken to him this morning and he's going to chase this up and make sure he SPEAKS to someone. Service was promised without fail for two days ago, but it didn't happen.

BTW, zombiewan, what do you mean by "so much WIN"? :)

Thanks for your input, antoniosk and sbiddle - I appreciate it. I ran your comments past Gavin, but he clearly knew all about it. As he should, working as an ISP tech.

SteveON

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#431705 27-Jan-2011 09:34

chrissie: Look, there is NO reason why this connection should not have been working TWO WEEKS AGO.
What is the problem? It's just a question of someone sitting at their desk and flicking a damn switch. Gavin has been dealing with Chorus like he always does.

If only all our problems were solved by "flicking a switch"

chrissie:
freitasm: The thing is... 'Naked Wireless Broadband' doesn't exist. Isn't just 'naked DSL broadband' by any chance?

Yes, Mauricio, that's what I meant. My laptop connects to it via wireless though.

LOL Naked wireless...

Maybe if we all left the ill informed alone this wouldn't be come an issue, I'm not hating here but... Well this is a pointless discussion.

ResponseMediaNZ

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#431712 27-Jan-2011 09:47

chrissie:
freitasm: The thing is... 'Naked Wireless Broadband' doesn't exist. Isn't just 'naked DSL broadband' by any chance?

Yes, Mauricio, that's what I meant. My laptop connects to it via wireless though.

Ahhh so you have a Naked DSL Copper Connection that then has a wireless modem/router at the end of it that you then use wirelessly in your home.

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Cymro

283 posts

Ultimate Geek

#431715 27-Jan-2011 09:56

chrissie:
Except for one vital thing - authentification for the internet connection. No problem, said Gavin, I'll just log a fault report with Telecom - it just needs someone to flick a switch and all should be good tomorrow.

Authentication should have nothing to do with Telecom/Chorus.

To try and keep it simple think of your connection as 2 parts, the first part is the "tunnel" to get from the equipment in the cabinet or exchange (DSLAM) to your modem/router, this part doesn't need any authentication or passwords and is either working or not working (on many routers it's the first light that flashes and then stays on once a link is up).

Once the equipment in the exchange/cabinet has completed it's handshake with the modem/router in your house, you have a working DSL link through to the end point with your ISP, but right now you can't use that link to pass data back and forth (i.e the internet), your modem now needs to establish a second link inside the first one which the equipment at your ISP can work with to pass data (i.e the internet) back and forth, this is the PPP (Point-to-Point Protocol) connection and comes in a few different flavours. This is the connection that ISP's need to use username and passwords on so that they know who you are and who to attribute usage to.

Initially, he had to file something called a "service request" with Chorus. As I understand it, all wireless broadband connections have to have something called "tunnelling" - which is something Telecom (or Chorus) takes care of.

To cut a long story short, I still don't have authentification, though Gavin has rung many times to check on what's been happening. The other day, he was told that the fault report had been signed off by the customer (that's me) as being complete. Nobody from Telecom has been in touch with me, though the fault report has my phone number listed.

To be honest he will have submitted the Service request via Telecom Wholesale into Chorus, it's the standard approiach to provisioning a new connection, the Chorus tech will have gone to the exchange/cabinet armed with the details of what line (copper pair) he was going to add broadband to, and what port at the exchange that broadband would be wired into.

Once the Chorus tech completed the connection he passes that info back to Wholesale, and they pass it back to the ISP (Planet) to tell them the connection is complete, they also provide all the port details (so the ISP's can do authentication of a connection based on line/port number or a unique username and password over PPP, or even both if they want to).

With regards to the "signed off by customer" that would be the ISP (Planet) signing it off, not you.

It's not working. I'm at my wit's end. I'm already paying for this non existant connection at the rate of $90 per month (which includes a VoIP service).

Is Telecom deliberately sabotaging this connection, bcause I'm not their customer???

No, Telecom Wholesale (who Planet are dealing with) have to treat all their customers exactly the same, including all new Telecom Retail connections since Jan 1st 2010. There are some very serious penalties in place if they don't (up to $10m in fines).

If Planet are charging you for a service they are not yet providing, I'd suggest you call and ask them to suspend charges or credit you back until it's actually working, it's their obligation to make it work.

Cymro

283 posts

Ultimate Geek

#431720 27-Jan-2011 10:03

Just to add, there are 2 possible causes for your problem:

1. Chorus/Wholesale stuffed up - You are either on the wrong port (so Planet don't recognise you at their end) or the connection hasn't been put in correctly. Should be very easy to remedy as Planet raise a fault with Wholesale who double check the actual port details with Planet so they are all aligned.

2. Planet stuffed up - the second part of the connection (PPP) hasn't been provisioned correctly by Planet, so the ISP gear refuses to talk to your modem and give you access to the internet. Also should be very easy to remedy as they need to double check your profile in their system to make sure it matches the details they have from Wholesale.

numfarr

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Ultimate Geek

#431784 27-Jan-2011 12:33

Cymro: 1. Chorus/Wholesale stuffed up - You are either on the wrong port (so Planet don't recognise you at their end) or the connection hasn't been put in correctly. Should be very easy to remedy as Planet raise a fault with Wholesale who double check the actual port details with Planet so they are all aligned.

My impression of the process is that this happens in a loop with each iteration taking at least three days (not including weekends of course) and everyone blaming everyone else for the problem.

chrissie

156 posts

Master Geek

#431829 27-Jan-2011 14:22

Gavin is an ISP tech of many years' experience - I would bet my life he hasn't missed anything as far as the router or my installation is concerned.

Clearly, Telecom/Chorus/whoever have a history of stuffing up and equally clearly, they have done so this time.

Unfortunately, in common with all telco's and certain other "holier than thou" institutions, it's not possible to talk to upper management (or even lower management) to complain about the (non) service. Customer service reps are not properly trained in many cases and it's not uncommon to get a different answer every time you ring up.

For instance, it took over an hour before finally, someone at Telecom informed me that the problem was nothing to do with Telecom itself, but its wholesale department (Chorus was mentioned). When I asked for a contact number, the guy I was talking to said he didn't know.

The phone book yielded no "Chorus" entry, but I DID find it under Telecom. Go figure!

/End rant

And to all those who sneer at my lack of knowledge regarding the finer points of broadband installations, I suggest you come down off your high horses and show a little respect for others not quite at your technical level.

freitasm

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#431832 27-Jan-2011 14:25

chrissie: And to all those who sneer at my lack of knowledge regarding the finer points of broadband installations, I suggest you come down off your high horses and show a little respect for others not quite at your technical level.

I think it's not high horse. It was all people trying to get a clearer picture of what's happening. First because there is a "wireless broadband" provided by Telecom, Vodafone and 2degree, based on their 3G networks. But this is not available for any other ISP to resell (except for some MVNO - mobile virtual network operators).

So, getting the product right is the only way for people to know if you are talking about something that involves Chorus, Telecom, Telecom wholesale or none of them at all.

chrissie

156 posts

Master Geek

#431859 27-Jan-2011 14:54

SteveON:
chrissie: Look, there is NO reason why this connection should not have been working TWO WEEKS AGO.
What is the problem? It's just a question of someone sitting at their desk and flicking a damn switch. Gavin has been dealing with Chorus like he always does.

If only all our problems were solved by "flicking a switch"

chrissie:
freitasm: The thing is... 'Naked Wireless Broadband' doesn't exist. Isn't just 'naked DSL broadband' by any chance?

Yes, Mauricio, that's what I meant. My laptop connects to it via wireless though.

LOL Naked wireless...

Maybe if we all left the ill informed alone this wouldn't be come an issue, I'm not hating here but... Well this is a pointless discussion.

So, Mauricio, did you not read this post -- and there are one or two others...

Present company excepted of course - after all, you are on my friends list. :)

freitasm

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#431860 27-Jan-2011 14:55

Oh, that... If I see SteveON tonight I will give him a hard time. He's a bit of a troll, this guy.

Zeon

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#431865 27-Jan-2011 15:05

chrissie: Gavin is an ISP tech of many years' experience - I would bet my life he hasn't missed anything as far as the router or my installation is concerned.

Clearly, Telecom/Chorus/whoever have a history of stuffing up and equally clearly, they have done so this time.

Unfortunately, in common with all telco's and certain other "holier than thou" institutions, it's not possible to talk to upper management (or even lower management) to complain about the (non) service. Customer service reps are not properly trained in many cases and it's not uncommon to get a different answer every time you ring up.

For instance, it took over an hour before finally, someone at Telecom informed me that the problem was nothing to do with Telecom itself, but its wholesale department (Chorus was mentioned). When I asked for a contact number, the guy I was talking to said he didn't know.

The phone book yielded no "Chorus" entry, but I DID find it under Telecom. Go figure!

/End rant

And to all those who sneer at my lack of knowledge regarding the finer points of broadband installations, I suggest you come down off your high horses and show a little respect for others not quite at your technical level.

Your ISP doesn't even deal with Chorus, if there is a problem with the physical line then your ISP (Planet) lodge a fault with Telecom Wholesale who in turn sort it with Chorus.

At the end of the day the people to blame are Planet Communications and quite possibly Gavin himself. As your ISP providing a service via Telecom Wholesale, Planet are the ones who need to deal with any problems or faults you may have as they are the ones providing you the service.

I have no doubt Gavin's a nice friendly guy and all but the vast majority of posters on this thread are knowledgeable about the process and the way it works. You can choose to believe who you want but I can guarantee you that the posts on this thread are very accurate about how this all works.

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