Simple query with a confusing helpdesk response

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Simple query with a confusing helpdesk response

whitek1004

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#123165 27-Jun-2013 08:08

I'm an Orcon Genius customer who lives in an area that according to Chorus's map is outside the UFB rollout zone but has VDSL available at the cabinet. I'm also a keen English Premier League fan and so enquired whether with Chorus's recent price drop on wholsesale VDSL and the announcement that the EPL would only be available online, whether Orcon would be providing VDSL packages.

Here's the response:
"Sorry for the late response. We appreciate your query regards to fibre connection. We are trying to do our best to provide fibre line in all of the area. We understand that you really need to have VDSL for you to watch your favorite football game into the HD however as of the moment we still do not have a specific date for the fibre connection to be available on your area since VDSL will relies to fibre optic. Please be advised that we will keep you posted regards to the fibre connection."

Does that mean no? I'm somewhat confused as I wasn't asking about fibre as I know I'm not getting it any time in the next 7 years at least and I know that VDSL is already available at the cabinet.

PeterReader

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#845861 27-Jun-2013 08:08

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

StevieT

702 posts

Ultimate Geek

#845869 27-Jun-2013 08:17

If I sent the initial query as is, and received the response you did I would get in touch and ask for clarification; as well as mention that the query was no regarding fibre optic timelines.

ptinson

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#845871 27-Jun-2013 08:27

whitek1004: I'm an Orcon Genius customer who lives in an area that according to Chorus's map is outside the UFB rollout zone but has VDSL available at the cabinet. I'm also a keen English Premier League fan and so enquired whether with Chorus's recent price drop on wholsesale VDSL and the announcement that the EPL would only be available online, whether Orcon would be providing VDSL packages.

Here's the response:
"Sorry for the late response. We appreciate your query regards to fibre connection. We are trying to do our best to provide fibre line in all of the area. We understand that you really need to have VDSL for you to watch your favorite football game into the HD however as of the moment we still do not have a specific date for the fibre connection to be available on your area since VDSL will relies to fibre optic. Please be advised that we will keep you posted regards to the fibre connection."

Does that mean no? I'm somewhat confused as I wasn't asking about fibre as I know I'm not getting it any time in the next 7 years at least and I know that VDSL is already available at the cabinet.

Can you please forward the email to socialmedia@team.orcon.net.nz, that looks like an own goal.

We dont currently have a VDSL plan, that maybe changing:)

Paul

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whitek1004

18 posts

Geek

#845873 27-Jun-2013 08:37

Thanks Paul, I've forwarded the email on and included a link to this forum discussion.

I'll keep my fingers crossed over VDSL plans arriving before August.....

xpd

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#845878 27-Jun-2013 08:42

ptinson:
We dont currently have a VDSL plan, that maybe changing:)

Paul

Got my attention :)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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