1 year of internet disconnections and Im charged a full bill

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#439254 14-Feb-2011 13:51

powerforce: So it was after the tech changed/moved your moisture damaged jack point that your connection problems stopped?

If so then its obviously your house wiring that had been causing the problem so isnt slingshots fault.

However in saying that if your house wiring was the case - with wiring insurance one would hope it would be diagnosed and fixed a tad quicker then a years time.

I had the insurance for line maintenance and wiring upon sign up. After ongoing isolation tests, it was suggested that my modem was at fault. So if we repeat this process 4 times over a year, with no results, then chorus was called. 6 times. Issues are now being looked into by slingshot and the work chorus carried out. If chorus is at fault - slingshot are going to help me log a complaint against chorus. I did what I could with limited technical knowledge, by relying on those qualified to help in this instance, but to no avail. I followed protocol. Good to see this is now being looked into. Just a matter of waiting now. Thanks for your interest.

richms

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#439314 14-Feb-2011 16:07

You have no dealings with chorus, you are only a customer of slingshot. If their supplier has failed, you have no recourse against their supplier, only slingshot.

Richard rich.ms

Krystalorchid

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#439346 14-Feb-2011 17:07

richms: You have no dealings with chorus, you are only a customer of slingshot. If their supplier has failed, you have no recourse against their supplier, only slingshot.

I am aware of that :o). Which is why I said slingshot is helping me lay a complaint against chorus if it is found they were at fault. I can't ring up chorus and lay a complaint with them directly, I have to go through the processes, which is through slingshot. My complaint has already been submitted.

* Made a complaint with slingshot.
* Slingshot are currently investigating the issues outlined in my complaint.
* I have not conversed/written a complaint directly to chorus.

Thanks for your interest.

Ragnor

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#439352 14-Feb-2011 17:24

Wow that's incredible that it took one year and 6 tech visits to identify a moisture damaged jack as the issue.

Out of interest how many jack points do you have in your place? Was the damaged jackpoint the one the modem was plugged into or just a random other point in the house?

richms

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#439360 14-Feb-2011 17:48

Wouldnt be a problem if they (IMO correctly) insisted on a full install before taking any disconnection or performance issues furthur.

Richard rich.ms

Ragnor

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#439364 14-Feb-2011 17:52

richms: Wouldnt be a problem if they (IMO correctly) insisted on a full install before taking any disconnection or performance issues furthur.

Well it goes without saying Slingshots customer service is/was incredibly poor right from the start in this story.

Proper full installation of a master splitter to remove house wiring as the issue probably should have been suggested by the ISP early on after the first or second visit failed to resolve it.

richms

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#439367 14-Feb-2011 17:54

Ragnor:
richms: Wouldnt be a problem if they (IMO correctly) insisted on a full install before taking any disconnection or performance issues furthur.

Well it goes without saying Slingshots customer service is/was incredibly poor right from the start in this story.

Proper full installation of a master splitter to remove house wiring as the issue probably should have been suggested by the ISP early on after the first or second visit failed to resolve it.

I dont think a van should roll unless it is to install or maintain a central splitter. A proper external isolating demarc instead of that BS SDP would also help in cases like this where it is the internal wiring that may be affecting it. Last time I had to handhold someone thru getting a proper install booked with chorus the ISP was almost trying to convince them to mess around replacing filters etc before getting the chorus tech out to do it, that IMO is backwards.

Richard rich.ms

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cyril7

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#439377 14-Feb-2011 18:16

I dont think a van should roll unless it is to install or maintain a central splitter

Exactly, when ever a customer of any ISP reports poor speeds, erratic disconnection, or anything that points to a DSL line related issue then a central filter install should be the only course of action before anything else, this should be written into the T&C when you sign up, and a signup discount offered if you have the filter installed as part of a new connection.

If the above was implimented then the overall cost of DSL line faults would diminish over night.

It carries on from the fact that as a result of the cabinetisation program, Chorus have achieved great results in getting good DSL to your door, just having issues getting in the door.

Cyril

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#439378 14-Feb-2011 18:20

The upfront cost puts people off.

ISP's should just make it happen and absorb the cost and cover it in their monthly price for service.

I bet the drop in customer service required and tech visits would almost make up for the hit they would take.

Then again I resent being force to subsidize things for other people via general higher prices when it's not needed for myself... heh.

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#439379 14-Feb-2011 18:20

The problem with van rolls and master splitter installs is that the second an ISP mentions a $199 charge 99% of people will say they're not interested.

richms

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#439381 14-Feb-2011 18:22

sbiddle: The problem with van rolls and master splitter installs is that the second an ISP mentions a $199 charge 99% of people will say they're not interested.

Then they can have disconnections. Thats like complaining that you dont want to have to buy a computer etc.

Once one ISP allows the cost to be financed over a term then the others would follow.

Richard rich.ms

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#439388 14-Feb-2011 18:32

richms:
sbiddle: The problem with van rolls and master splitter installs is that the second an ISP mentions a $199 charge 99% of people will say they're not interested.

Then they can have disconnections. Thats like complaining that you dont want to have to buy a computer etc.

Once one ISP allows the cost to be financed over a term then the others would follow.

The problem is educating people that their internal house wiring is the problem. Virtually every home in NZ that's cabinetised should be getting sync speeds of at least ~15Mbps. If you have less than that opdds are your internal wiring is buggered and limiting your internet speeds.

I'd love to survey 1000 homes and see some real world stats - combined with an advertising campaign we might be able to convince many of the people who moan about poor broadband that infact many of their isses are caused by their poor home wiring, not their ISP or Telecom/Chorus.

richms

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#439392 14-Feb-2011 18:40

You can be sure that if a campaign about getting people to have proper wiring was done that the anti everything telecom brigade would be out in force complaining about it.

IMO, until that time, a single van roll should happen to assess sync speed at the demarc point, and if that is satisfactory then an internal wiring fault is logged somehow in wireline for the address and no further visits happen till the customer can show either proof of an accredited cabling contractor doing the work, or else arranging one with chorus via the ISP.

Richard rich.ms

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#439403 14-Feb-2011 19:16

richms: You can be sure that if a campaign about getting people to have proper wiring was done that the anti everything telecom brigade would be out in force complaining about it.

Yep... They will start complaining that Telecom should have done their wiring inside the house too, for free no less.

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#439414 14-Feb-2011 19:27

Totally understand how home owners run a mile from paying for something thats potentially hard to quanitfy as to its advantage (until they have issues that is). I typically cost filter installs well under the Telecoms $199 figure, but the number of customers I have ringing and asking for quote still balk at a figure well below that.

So, as I understand it the FTTN program is roughly $1.4bn, so maybe Chorus should have added an extra $0.15bn (working on 1mill dwellings at $150ea) to the bill and paid for a central filter install.

I mean why spend $1.4bn on upgrading the network to your door and failing to get it to the CPE.

As to who actually pays for this, well I am sure there may/are ways that it can be drip fed into the cost of things as part of the wholesale price. The copper network is still with us for at least a good 10yrs, so $15/yr to make it work properly?

Cyril

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