Chorus problem - serious

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sbiddle

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#435130 4-Feb-2011 06:14

chrissie: OK, but how often does Telecom, having been given the correct address, manage to get it wrong, like in my case?

It would depend on where the mistake occured.

I'm not defending Telecom or Chorus in any way here but without knowing what was entered into the original Wireline order it's impossible to actually say without a doubt who is actually at fault. Every property has a SAM ID and normally a ASID (phone number) if it has an active phone service. If these were incorrectly recorded by Chorus then broadband could have been easily connected to the wrong line. If you supplised the incorrect information in the Wireline request then it would be easy for Chorus to provision the service on an incorrect line. Provisioning broadband on an active ASID (ie a active phoneline) is easy because you know that phoneline is active at the target address.

chrissie

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#435136 4-Feb-2011 07:04

No, there was no active phone line (and still isn't). Yes, correct info was given on the original provisioning ticket.

insane

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#435552 5-Feb-2011 00:45

To answer the earlier question of how often cable pairs get miss jumper-ed, It can be quite often with sub divided properties or brand new properties.

My take from this whole process is that you shouldn't have to pay for any technician fees at all, except for the 3rd party electrician which you seemed to have contracted based on poor advise from one of the first Chorus techs.

Now that we all know what the problem was, and the reason for needing additional techs to come on site Gavin can then get a credit from his Telecom Service delivery manager should any bills arrive, and Telecom will honor that credit.

I think it's evident from the discussion here that the broadband provisioning/faults process is far too complicated for the average user who just needs internet access when they have a problem, hell the discussion here shows even GZ users who are pretty switched on don't all seem to get it either.

Good luck,

chrissie

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#435563 5-Feb-2011 04:15

My rationale for contacting an electrician to check the jackpoint was as follows:

Given Jack's advice to get my ISP to "fix it" sand his promise to bill me $90, I assumed that he would make a note on the trouble ticket that there was no problem on the Telecom end. He had, after all, initially told me on the phone that the "problem was fixed". (What "problem" was that, Jack??)

At the time, Gavin was doing the work of two Planet staff and would find it difficult to find the time to come out to my place (Whangaparaoa) from his workplace (Ponsonby), not to mention having to bill me for his time and travel. Gavin later told me that although he probably could have fixed it (if it needed fixing), that is not his area of expertise. He's principally a computer technician, not a telephone technician.

I thought I had to rule out the jackpoint as the source of the trouble, before Telecom would consider reopening the trouble ticket.

Gavin told me the best person to contact would be an electrician, competent to handle phone/data wiring. The first two electricians I contacted said they were not experienced in that field and the third told me it would cost $200 to check the jackpoint!

Finally I found an electrician fresh out of electrician school and he was able to check everything, including the router configuration on my laptop - the "stats' everyone's been talking about.

The fact that (a) Jack did not himself check the jackpoint, as he could so easily have done, since he was already in the house and (b) that he didn't log his visit, is enough reason I believe, to report hin to Telecom and ask for the matter to be investigated formally.

It seems trouble is following me everywhere at the moment. At 5.15 Friday evening, the lady at No 28A informed me that her hot water was running cold. Looking at the Rheem cylinder, I noted that it was 17 years old (how long do these cylinders last anyway?) and that in the case of trouble, to ring an 0800 number for assistance.

This I did on her behalf and a serviceman arrived within half an hour. He found nothing wrong with the cylinder and billed me for $120.75! $35 call-out fee and $70 minimum one hour charge, plus GST GST.

chrissie

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#435564 5-Feb-2011 04:23

I seem to have reached the limit, or at least I can't access that post anymore, so to continue:

The technician said I was lucky he didn't bill me for an "after hours" visit. My neighbour had no cash and no checkbook, so I wrote a cheque for the $120.75.

He told me that although there was nothing wrong with the cylinder, it HAD stopped heating the water. That morning, there had been a serious traffic accident in the area, a power pole was damaged and a transformer taken out. Power was cut for a period. Occasionally after a power outage, the subsidiary "trickle" system for hot water, does not automatically switch back on and clearly this is what happened here.

It remains to be seen whether the power company will take any responsibility for this - I highly doubt it - so here I am, a neighbour trying to help, down $120.75.

I did speak to "Line Logics" who told me they don't reimburse costs incurred via "third party damage" - in this case, the vehicle involved in the accident - so it would appear that Rheem's bill will have to be met by myself, my neighbour, or some sort of shared arrangement.

sbiddle

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#435573 5-Feb-2011 07:34

chrissie: Finally I found an electrician fresh out of electrician school and he was able to check everything, including the router configuration on my laptop - the "stats' everyone's been talking about.

The modem stats should have shown what the problem was, ie that you had no ADSL connection.

This should have been the very first thing that was checked right at the start. Once it was not clear that ADSL wasn't active on the line the first thing an ISP should have then done would have been to query the address in Wireline to see if an ASID had been attached to it, and whether broadband was intact on the line, something that's a 10 second job. If shis showed that no ASID had been attached to the address then it's clear a problem exists, either by Telecom Wholesale incorrectly provisioning the line, or the incorrect address being enteered into the initial service order

This isn't rocket science, it's clear procedures that should be followed by any ISP investigating an issue.

With naked ADSL I'm presuming you didn't take out wiring maintenance so there is no requirement for Chorus to investigate potential wiring issues inside your house for free. If you had wiring maintenance they would/should do this for free.

chrissie

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#435582 5-Feb-2011 08:15

ISP to check that, or Telecom? Based on what he found on DAY 1, Gavin put in a trouble ticket.

He's a COMPUTER TECH principally, so maybe he isn't familiar with the finer points you mention.

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snnet

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#435583 5-Feb-2011 08:36

sbiddle:
chrissie: Finally I found an electrician fresh out of electrician school and he was able to check everything, including the router configuration on my laptop - the "stats' everyone's been talking about.

The modem stats should have shown what the problem was, ie that you had no ADSL connection.

This should have been the very first thing that was checked right at the start. Once it was not clear that ADSL wasn't active on the line the first thing an ISP should have then done would have been to query the address in Wireline to see if an ASID had been attached to it, and whether broadband was intact on the line, something that's a 10 second job. If shis showed that no ASID had been attached to the address then it's clear a problem exists, either by Telecom Wholesale incorrectly provisioning the line, or the incorrect address being enteered into the initial service order

This isn't rocket science, it's clear procedures that should be followed by any ISP investigating an issue.

With naked ADSL I'm presuming you didn't take out wiring maintenance so there is no requirement for Chorus to investigate potential wiring issues inside your house for free. If you had wiring maintenance they would/should do this for free.

From what I am reading, it was apparent there was no authentication from the START of this (i.e. when Gavin was out looking at the problem and tried several different routers which all showed the same issue of being unable to authenticate) and chrissie has said Gavin put in tickets with telecom wholesale to rectify this very problem which ended up in some guy ringing up chrissie and saying "it's fixed" to which she replied "hold on I'll check, no it isn't working still", coming out on his own accord, telling her he was going to bill her because there was no fault with the service and telling her to get someone to check her phone jacks.

Everyone here is saying chrissie shouldn't be talking to chorus directly etc, yet they expect her to know all the terms of everything like "no PPP", "authentication issue". It's obvious there's some information missing between the fault log and the technician- and given the track record of Telecom Wholesale/Faults, (I know mistakes happen, and they seem to happen more in bigger companies - and I've experienced them as well) I would, on a hunch suspect it was between Telecom Wholesale Faults and Chorus.

sbiddle

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#435586 5-Feb-2011 08:42

snnet: Everyone here is saying chrissie shouldn't be talking to chorus directly etc, yet they expect her to know all the terms of everything like "no PPP", "authentication issue". It's obvious there's some information missing between the fault log and the technician- and given the track record of Telecom Wholesale/Faults, (I know mistakes happen, and they seem to happen more in bigger companies - and I've experienced them as well) I would, on a hunch suspect it was between Telecom Wholesale Faults and Chorus.

Nobody is saying an end user should be dealing directly with Chorus. As an end user you have no direction relationship with Chorus so won't get anywhere.

snnet

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#435588 5-Feb-2011 08:46

sbiddle:
snnet: Everyone here is saying chrissie shouldn't be talking to chorus directly etc, yet they expect her to know all the terms of everything like "no PPP", "authentication issue". It's obvious there's some information missing between the fault log and the technician- and given the track record of Telecom Wholesale/Faults, (I know mistakes happen, and they seem to happen more in bigger companies - and I've experienced them as well) I would, on a hunch suspect it was between Telecom Wholesale Faults and Chorus.

Nobody is saying an end user should be dealing directly with Chorus. As an end user you have no direction relationship with Chorus so won't get anywhere.

Perhaps I am not getting across. I know thats what you are saying. I know thats what everyone else is saying. But it's still expected that she can tell the technician when he calls, something like "no it isn't fixed it still has no PPP, there is an authentication failure". In all probability they've probably miscommunicated between themselves (faults and chorus). I see it all the time, even little things like giving the wrong contact number to the technician.
It appears they didn't go back and look at the original order until it was fixed recently, they probably found there was an ASID mismatch then

sbiddle

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#435589 5-Feb-2011 08:47

chrissie: ISP to check that, or Telecom? Based on what he found on DAY 1, Gavin put in a trouble ticket.

He's a COMPUTER TECH principally, so maybe he isn't familiar with the finer points you mention.

He might be a computer tech but he's also running an ISP. This involves dealing with Telecom Wholesale and lodging work into Wireline which is how all work is lodged. If there aren't staff there competent in using Wireline they should ask their SDM for refresher training.

Looking up your address in Wireline to establish whether an ASID was active when the fault was reported would have given a simple yes/no answer as to whether broadband was active at your address. It seems pretty clear that the answer to this would have been no, and that infact the connection had been made to the A house.

chrissie

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#436078 6-Feb-2011 22:50

For those interested, this was the electrician's report:

No fault found with internal wiring in home. Checked both telephone jacks for appropriate voltage (which was found to be normal, 50v, not off-hook or otherwise).
Checked ADSL router and found it to be synchronising with DSLAM at cabinet/exchange at a rate of approximately 12Mbit. No line/CRC errors reported. PPP down, unable to authenticate. ISP confirms login details are correct and that several routers (known to be working elsewhere) had been tried at the address with the same result. Possible tunnelling issue at Telelcom network (cabinet/exchange). Referred client back to ISP/Chorus to log an external network fault.

BarTender

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#436108 7-Feb-2011 07:31

chrissie: For those interested, this was the electrician's report:

No fault found with internal wiring in home. Checked both telephone jacks for appropriate voltage (which was found to be normal, 50v, not off-hook or otherwise).
Checked ADSL router and found it to be synchronising with DSLAM at cabinet/exchange at a rate of approximately 12Mbit. No line/CRC errors reported. PPP down, unable to authenticate. ISP confirms login details are correct and that several routers (known to be working elsewhere) had been tried at the address with the same result. Possible tunnelling issue at Telelcom network (cabinet/exchange). Referred client back to ISP/Chorus to log an external network fault.

So to me this looks like there is an issue between Chorus and your ISP. It's up to your ISP to sort this since you do have a line up but unable to authenticate. It's much like saying I can get a dialtone on my phone, but I can't make a call.

chrissie

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#436141 7-Feb-2011 10:05

BarTender:
chrissie: For those interested, this was the electrician's report:

No fault found with internal wiring in home. Checked both telephone jacks for appropriate voltage (which was found to be normal, 50v, not off-hook or otherwise).
Checked ADSL router and found it to be synchronising with DSLAM at cabinet/exchange at a rate of approximately 12Mbit. No line/CRC errors reported. PPP down, unable to authenticate. ISP confirms login details are correct and that several routers (known to be working elsewhere) had been tried at the address with the same result. Possible tunnelling issue at Telelcom network (cabinet/exchange). Referred client back to ISP/Chorus to log an external network fault.

So to me this looks like there is an issue between Chorus and your ISP. It's up to your ISP to sort this since you do have a line up but unable to authenticate. It's much like saying I can get a dialtone on my phone, but I can't make a call.

That;s exactly what happened and what Gavin said all along. Telecom Wholesale/Faults/Chorus dragged their feet though. They were given the correct address, but decided in their wisdom,, that if there are two houses on one piece of land, they must necessarily be numbered A and B.

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#436143 7-Feb-2011 10:06

I think BarTender missed the memo, and didn't see that this case is solved...

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