Chorus problem - serious

Forums › Spark New Zealand (including Skinny and BigPipe) › Chorus problem - serious

1 | 2 | 3 | 4 | 5 | 6 | 7

283 posts

Ultimate Geek

#432849 30-Jan-2011 15:54

Just a crazy thought, you said you just moved in, do you know if there is a central splitter installed at the house already?

This would mean the broadband would only work on one jackplug in the house, have you tried plugging the router into any others?

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#432889 30-Jan-2011 18:39

Cymro: Just a crazy thought, you said you just moved in, do you know if there is a central splitter installed at the house already?

This would mean the broadband would only work on one jackplug in the house, have you tried plugging the router into any others?

The DSL line appears to be green so this is possibly not the problem. Because she still hasn't logged into the modem however there are a large number of things that we don't know that could provide a lot of answers.

chrissie

156 posts

Master Geek

#432924 30-Jan-2011 19:54

There is one other jackpoint - I tried it, but the same thing happens.

There wouldn't be much point in my logging into the modem, because I don't understand the issues involved. I'm trying to get hold of Gavin again.

Zeon

3916 posts

Uber Geek

Trusted

#432951 30-Jan-2011 21:37

chrissie: There is one other jackpoint - I tried it, but the same thing happens.

There wouldn't be much point in my logging into the modem, because I don't understand the issues involved. I'm trying to get hold of Gavin again.

But if you get a screenshot of what's in there and post it on here we most likely will be able to give you a good assessment of what's going wrong.

Speedtest 2019-10-14

numfarr

329 posts

Ultimate Geek

#432968 30-Jan-2011 22:17

chrissie:
Jack from Chorus rang me today and said the connection should now be working. I rebooted the router, but no joy and I told him so. He said he would check the wiring between the exchange and my house.

15 minutes later he turned up (I got to meet a Chorus technician - actually TWO! Hallelujah!!)

They checked the connection on the road and then the Dbox on the house - got a positive signal and a reasonable output. Still no joy from the router though.

This is why the whole process is broken.

1. There's obviously not a problem with the customer side of the line, because they have DSL carrier and an authentication failure. Everyone involved should know this: Chorus, Telecom Wholesale, and the ISP. But still, not one but two technicians have been sent to the customer's house. Why?

2. When Chorus are actually at the house, they can see there really is no problem with the physical line, but they can't do anything else like try a different router with the customer's username and password, or pop back to the exchange and check the jumpering there, or get on the phone to someone at Telecom Wholesale and/or the ISP and sort it out quickly. They don't own the problem. Why not?

I get the impression there is a very bureaucratic ticketing system with very limited communication from the requester and responder that causes a lot of these problems. When I was going through this the ISPs (including Telecom) were constantly baffled about what had been done so far and what the holdup was.

So anyway now (as I understand it) the ISP has to contact Telecom Wholesale again to try something else, and there will be another 3-day delay before Chorus will get to their ticket again.

3. The customer is actually being billed $90 for this incompetence. Not compensated, not apologized to, but billed. Disgraceful.

chrissie

156 posts

Master Geek

#432986 30-Jan-2011 23:01

Thank you for that post, numfarr - it truly warms my heart.

I've just received an email from Gavin, as follows:

Insane is totally correct.
That was also my assessment.
I'll call you about it tomorrow.

Zeon, your suggestion implies that Gavin, an ISP technician, proficient in installing broadband, isn't capable of interpreting the stats. I watched him when he logged into the router and I can assure you that he was completely satisfied with what he saw there. Incidentally, he followed the same procedure with TWO OTHER ROUTERS, just to make sure. All three routers had been tested and shown to be working beforehand at Planet. He is meticulous in checking everything that can possibly be checked.

joff_nz

446 posts

Ultimate Geek

#433025 31-Jan-2011 08:06

People still makes mistakes, and oversights. It doesn't hurt to have someone double checking, especially when there is obviously something wrong somewhere.

Additionally, the people in this thread are trying to help you. The stats that they are requesting can point to where the problem lies.

On top of all this, I don't really get why you aer dealing with Chorus at all? you should deal with your ISP, and it is their responsibility to follow the correct procedures to get this sorted for you.

AliExpress

Shop now on AliExpress (affiliate link).

chrissie

156 posts

Master Geek

#433064 31-Jan-2011 10:08

Where did you get the idea I'm dealling with Chorus? Two guys from Chorus came to my house, yes, but not at my request.

I've said MORE THAN ONCE that three routers were tested at Planet before coming to me.

Some people are helping, yes - and I'm very grateful to them - but some are just making noises.

Sorry if I appear grumpy, but I'm feeling VERY grumpy about this continuing saga of Telecom's ineptitude.

I'm just about to have the jackpoint tested and will post the result later today. I'm betting there's nothing wrong with it.

joff_nz

446 posts

Ultimate Geek

#433073 31-Jan-2011 10:29

Yes, the routers themselves are ok, but the routers report on what information they receive through the lines etc, so if there is an error at a point further back in the chain then there may be a sign in the routers reports.

Hence the need for you to post it. without this info, theres really nothing much more that people can tell you.

Obviously I misread the thread or something re: the chorus part.

Gigs

95 posts

Master Geek

#433076 31-Jan-2011 10:32

Wow either things have changed a lot since september or people in ISP's are getting worse.

Having dealt with Telecom wholesale more than my fair share these sorts of issues aren't that hard to work out from the ISP side.

Does the ISP see authentication requests coming through on radius?
NO? Log an OFM advising of just that, DSL, NO PPP. (Or call wholesale if you don't use ofm)
YES? Issue probably isn't with telecom and is likely related to internal wiring or equipment. (though on a very outside chance could still be a stuffed port)

If the tech visit still doesn't resolve it, request a port change and ensure the tech onsite is able to authenticate through. Generally when they went out to do Callplus/Slingshot connections (when I still worked with them) we provided them with a test login in which they could make sure the connection was tunneling through correctly. After that their job was done.

If they don't do the job properly then complain to your isp, they can inturn complain to wholesale, then if you do get charged it's up to your ISP if they pass that charge on or not.

If still no luck, escalate within wholesale either through your wholesale manager or talk to the higher ups in wholesale.

After that, case solved.

It really isn't hard for ISPs to resolve issues like this, it just takes a little persistance.

Sure chorus aren't great some (a bit, a lot? lol) of the time, but it doesn't take much for the ISP to be on top of this sort of thing either.

Regs

4066 posts

Uber Geek

Trusted

Snowflake

#433138 31-Jan-2011 11:56

chrissie: Where did you get the idea I'm dealling with Chorus? Two guys from Chorus came to my house, yes, but not at my request.

Probably from the name of your thread "chorus problem - serious". If you're not dealing with chorus yourself, how can you place the blame on them? You obviously don't even understand most of the technology that makes up the connection. As many have said, the responsibility lies with your ISP, perhaps you shoud just leave them to it.

Sales Engineer
Snowflake
www.snowflake.com

about.me/nzregs
Twitter: @nzregs

chrissie

156 posts

Master Geek

#433217 31-Jan-2011 14:11

I've had the jackpoint checked and it's fine. The modem password/authentification is fine too. This was checked out by an electrician, who is also proficient in data and phone wiring, as well as the computer interface required to set up broadband.

Basically he confirms what insane said earlier, so back to Telecom it goes.

The electrician's bill for one hour of his time, will be passed on to Telecom Wholesale Faults/Chorus - because they were the ones that told me the jackpoint was shot, but wouldn't take the trouble to test it themselves, EVEN THOUGH THEY CAME INTO MY HOUSE!

If I was grumpy before, I'm ropable now!

joff_nz

446 posts

Ultimate Geek

#433229 31-Jan-2011 14:44

Actually, you posted that chorus said it was 'quite possible' that the water damaged it, not that they definitely did. You said they didn't even look at it, how could you possibly expect them to be able to tell you that it was damaged?

It sounds like you are being pretty unreasonable here.

Additionally, you still haven't posted the information that could actually lead to you getting help, I don't see your chances of receiving any more help here as being very good tbh.

Again, you should be dealing solely with your ISP, they shoulld be organising the jackpoint to be checked out if thats where they beleive the issue to be, they should be talking to Chorus/wholesale/whoever they need to. You should not have hd to sdo any of this and as such shouldn't have experienced such distress. Your ISP really doesn't seem to be pulling their weight here.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#433270 31-Jan-2011 16:10

chrissie: I've had the jackpoint checked and it's fine. The modem password/authentification is fine too. This was checked out by an electrician, who is also proficient in data and phone wiring, as well as the computer interface required to set up broadband.

Basically he confirms what insane said earlier, so back to Telecom it goes.

The electrician's bill for one hour of his time, will be passed on to Telecom Wholesale Faults/Chorus - because they were the ones that told me the jackpoint was shot, but wouldn't take the trouble to test it themselves, EVEN THOUGH THEY CAME INTO MY HOUSE!

If I was grumpy before, I'm ropable now!

I'd hate to jump on the bang wagon but I can't help but think you are draging this whole saga on.

Your ISP needs to be fixing this problem. Not you. Continually blaming Telecom/Chorus for this isn't going to get you anywhere because the problem is not there's and you have no direct relationship with them.

If you had provided modem/router connection stats it would provide some information that others here could use to help you. Sync rates, CRC errors and attenuation rates would have also shown very clearly if your wiring was at fault without the need for anybody to visit your property.

Do you haver wiring maintenance? If you do your ISP logged a fault suspecting a possibly dodgy jackpoint Chorus would probably have come and checked it for free. Why didn't your ISP do this? If you don't have wiring maintenance it's not their issue to fix any problems mast the demarc point so you would have been charged for the call regardless of whether there was a fault or not.

If your ISP can't fix the problem then change ISP's.

powerforce

162 posts

Master Geek

#433583 1-Feb-2011 10:22

You might be able to google your router to find out how to access the modem information page for your specific modem. Then you could post your line stats as has been requested.
Maby even ask Gavin how to access the modem stats.

1 | 2 | 3 | 4 | 5 | 6 | 7