1 year of internet disconnections and Im charged a full bill

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 1 year of internet disconnections and Im charged a full bill

Krystalorchid

12 posts

Geek

#77222 12-Feb-2011 12:46

Note the comments from "Valued contributor and Staff from slingshot".

http://forums.slingshot.co.nz/viewtopic.php?f=15&t=4236

Joined slingshot over a year ago . Got slow speeds and constant disconnections . I'm lead to believe it's the games I'm playing, or my modem (of which I get a total of 4 sent out to me in a year) that is faulty and or my computer. We do isolation tests etc... Still not resolved at that time. (I had 3 comps and 1 ps3. I have 2 comps now and 1ps3).

I ring Michael ... yep. Good old Michael from technical support, who tells me to delete my "Local area connection" (Lan Driver) which I do, while hes still online and then he tells me to use my disk to reinstall it? What disk says me, it came pre installed. Micheal tells me to go to HP website and install there, then he hangs up on me.

I call again tell them what happened. I wait for an email from Kemba who tells me to go here http://h10025.www1.hp.com/ewfrf/wc/soft ... ct=3758979 ... lame link that wasn't relevant to my problem as there wasn't a updated Lan Driver there. Well HP don't have this, so I ring back, ask for help again, of which I'm told, we don't help with HP problems with your commuter or your lan driver. I rage at the guy and tell him to put me on to his supervisor. I tell the supervisor what happened, then I wait (I think they checked the phone call I made) and another Micheal helps me, by telling me to do a system restore.

December 2010? 6 wiring technicians are called to my house in less then a month? Yep 6. Billy Bob, Billy Ray, Billy Junior, Billy Jay, Billy T and Joe Public It's Joe public who has discovered, that one of the wall sockets is damaged due to moisture, so he raises my jack point from the ground to 30 CM up, onto the wall.

Due to the constant ringing, emailing, frustration, it's only occurred to me that, the whole year of all the disconnects was due to this faulty jack point. Although they gave me a credit note here and there on certain times that I rang and had established a lot of disconnects, I'm going over my options to seek full compensation, and not the dribs and drabs they've been feeding me $20 for the month.

Slingshot are still considering whether or not to print off a copy (for myself) of all the faults that were logged (1 year) as it averages 3 a week - during a full year. But the customer services guy I spoke to on the phone says "You got the problem resolved, it's not as if we charged you, we will get back to you in 10 days about this request for a copy of log faults".

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12 posts

Geek

#438548 12-Feb-2011 12:49

last 2 weeks have been h3ll. Slingshot customers are experiencing uber lag due to some issue with Telecom lines. I just can't win can I. And yes I really did have 6 technicians called to my house. in december 2010. slingshot credited me $20?

Note: while trying to get speak to technical support supervisor about my lan dirver being uninstalled as directed by slingshot tech. The guy wouldn't put me on, as they are "Not" technicians" that fix personal computer problems, which is what made me tell him off. I said I wouldn't be ringing mate, if guy smiley hadn't of made me uninstall my driver, what part of that do you not understand. Now tell your supervisor to speak to me.

I can't believe these guys are considering as to whether or not to send out a full report of all the issues I've experienced, I made a request which was noted down by the customer services of my request. Is that legal? Does the information act not apply to them.

cyril7

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#438550 12-Feb-2011 13:02

Hi Krystal, sounds like you have had some issues but yelling at customer support folk wont help your situation. That said, to tell someone to delete the LAN driver without a path to restore it is a bit..... dumb, and really why.

It seems to me that you have pretty typical DSL line condition issues, could you possibly post the ADSL line stats from your modem. Also can you describe breifly how many phone points in the house and have they all filters (I will assume with 6 line techs having attended all that is sorted, but still).

Cyril

Krystalorchid

12 posts

Geek

#438555 12-Feb-2011 13:11

cyril7: Hi Krystal, sounds like you have had some issues but yelling at customer support folk wont help your situation. That said, to tell someone to delete the LAN driver without a path to restore it is a bit..... dumb, and really why.

It seems to me that you have pretty typical DSL line condition issues, could you possibly post the ADSL line stats from your modem. Also can you describe breifly how many phone points in the house and have they all filters (I will assume with 6 line techs having attended all that is sorted, but still).

Cyril

Couldn't be helped, by december (1 year of ongoing disconnections) the 6th guy found that it as a faulty jack point, by taking out a piece inside the point, he turned it over and found it was a green/blue color. Yelling at them doesn't help, I know. But one year of daily disconnects from 1 minute to 20 minutes is a severe case that would drive most people insane. Remember, it's one year that I tried to get issues resolved, 1 year of daily disconnects over a year. Only got resolved in december 2010.I have 3 jack points, total of 5 modem packages, they sent out 4 during the year.

Slingshot are experiencing some issues at the moment with speed, I just can't seem to cut a break anywhere. My concern is, do they have the right (if they do) to deny my request for all faults logged from the time I joined till now, to seek compensation.

http://www.slingshot.co.nz/NSMSummary.aspx

February 8, 2011 9:00AM

We are currently experiencing issues with the following services:

* Broadband

In the following regions:

* Nationwide

Broadband customers may experience slow national and international speeds during peak times.

This network status will be removed once the issue has been resolved.

We appreciate your patience while we work to resolve this issue.

cyril7

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#438556 12-Feb-2011 13:16

My advise, change ISP, slingshot dont have a good reputation, so why stay with them, there are plenty of alternatives that dont have significant peak time issues, only down side for you is that you will pay a bit more for your service, but you might find the extra cost compensates the better service.

That all said, your line stats will indicate if there is still a house wiring issue, this will remain no matter what ISP you go with.

Cyril

Krystalorchid

12 posts

Geek

#438566 12-Feb-2011 13:48

thanks for the reply :o). Am trying to, without getting charged to terminating my contract. Thats why I need all the log faults to show my reasons for leaving without being charged. Thanks again.
I note they haven't joined with Telecommunications Disputes Resolutions. That speaks volumes.

I ran like the "Flash" to get away from telecom as I was on their "Go Large Plan" and look where I landed. That will teach me to look where I'm going.

Krystalorchid

12 posts

Geek

#438590 12-Feb-2011 14:21

I don't suppose any one out their can help me compose a letter outlining the following issues, that I have experienced above. I am seeking compensation and a termination of my contract without getting charged and early termination fee.

valtam

396 posts

Ultimate Geek

#438592 12-Feb-2011 14:30

Krystalorchid:
I ran like the "Flash" to get away from telecom as I was on their "Go Large Plan" and look where I landed. That will teach me to look where I'm going.

Yip, can't beat good old fashioned ISP research across a number of prominent NZ forums before changing ISP. I feel a little sorry for you as you didn't research their network/customer service before joining, I was lucky, I joined when both of those areas were doing well, now they have turned to a word that rhymes with pit. Luckily my 12 months is up, so I've begun shopping around for a new ISP. But the uninstalling of a lan driver, thats a real doozy!!

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hellonearthisman

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#438726 12-Feb-2011 23:27

I was interested in your debate until you started mocking other forums members.

Also some of the faults where inside your house, so blaming Slingshot and demanding compensation doesn't seem fail. Moisture in the jackpoint...

As asked in the Slingshot forum, During the isolation tests did they have you try the 3 different points? were your issues consistant on all of them?

Yes it was rough that a newbie helpdesk person when down the wrong part to start with, but that was resolved by the next more experienced staff member.

sbiddle

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#438798 13-Feb-2011 11:00

I'm not sure whether a fault in your home wiring is really a reason to demand compensation from Slingshot.

Your issue would have occured regardless of the ISP you were with, and just goes to show the sorts of issues that poor house wiring has on connection speeds and reliability. There are reastically 100000's of homes in NZ with ADSL that's delivering substandard performance, all because of poor wiring, which could be resolved if people paid for a proper installation which includes a master ADSL splitter.

GH33

65 posts

Master Geek

#438836 13-Feb-2011 13:21

Getting compensated for the entire year of disconnections! You didn't even know the root cause of the problem and which part you are responsible for, which part your isp is responsible for. I suggest you do a bit more research on whatever problem you are/were having before you think you should get compensated for an entire year lol.

freitasm

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#438870 13-Feb-2011 15:56

Krystalorchid: I don't suppose any one out their can help me compose a letter outlining the following issues, that I have experienced above. I am seeking compensation and a termination of my contract without getting charged and early termination fee.

I don't think anyone can help you write such a letter, if there isn't 100% evidence of a fault on the ISP side.

FWIW it could all be on your home wiring. You haven't posted the modem stats as requested by cyril7 either, so not much else can be done until this kind of information is provided.

Krystalorchid

12 posts

Geek

#438976 13-Feb-2011 20:26

freitasm:
Krystalorchid: I don't suppose any one out their can help me compose a letter outlining the following issues, that I have experienced above. I am seeking compensation and a termination of my contract without getting charged and early termination fee.

I don't think anyone can help you write such a letter, if there isn't 100% evidence of a fault on the ISP side.

FWIW it could all be on your home wiring. You haven't posted the modem stats as requested by cyril7 either, so not much else can be done until this kind of information is provided.

I had line and wiring maintenance with slingshot upon joining, that said, no idea how to post modem stats. With the issue now resolved, despite the year long issues, I no longer disconnect from the net. Maybe chorus has a fault log, either way, TDR were unable to help, as slingshot isn't on board with this company. Looks like a lost cause. Thanks for the help all.

richms

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#438994 13-Feb-2011 21:24

I am with slingshot, have a stupidly long cable to the house and have zero disconnection issues, the ADSL and the PPP are up always. Have plenty of issues with slow international, their stupid cache box doing dumb stuff like closing open connections etc.

There is no way that the ongoing slingshot slow performance issues have been in any way related to your internet disconnecting.

Internal wiring is your problem and if you suspected it you could have had a tech out at any time to look at it just by asking your ISP to arrange it. You could have paid to have the wiring sorted out with a proper install instead of screwing around with plug in filters. Its clear you did not choose either of those options.

Why slingshot told you to remove the LAN connection I dont know, thats an operating system thing and an ISP should not be looking at that as that is up to your IT support guy to lookat. Perhaps residential ISPs do dumb stuff like that in the name of supporting ISPs, I know when I was on the helpdesk at a residential ISP in teh days of dialup we would often talk people thru doing driver reinstalls for dialup devices since that would often help, but IMO there is no reason to be doing anything driver related on a broadband connection.

As you lack the skills to get the modem stats posted then you really should employ a computer tech to look at it for you.

edit: I should say I have _near_ zero disconnection issues, they do happen late at night and its clearly maintenance related, otherwise its up for weeks-months at a time.

Richard rich.ms

Krystalorchid

12 posts

Geek

#439218 14-Feb-2011 12:44

richms: I am with slingshot, have a stupidly long cable to the house and have zero disconnection issues, the ADSL and the PPP are up always. Have plenty of issues with slow international, their stupid cache box doing dumb stuff like closing open connections etc.

There is no way that the ongoing slingshot slow performance issues have been in any way related to your internet disconnecting.

Internal wiring is your problem and if you suspected it you could have had a tech out at any time to look at it just by asking your ISP to arrange it. You could have paid to have the wiring sorted out with a proper install instead of screwing around with plug in filters. Its clear you did not choose either of those options.

Why slingshot told you to remove the LAN connection I dont know, thats an operating system thing and an ISP should not be looking at that as that is up to your IT support guy to lookat. Perhaps residential ISPs do dumb stuff like that in the name of supporting ISPs, I know when I was on the helpdesk at a residential ISP in teh days of dialup we would often talk people thru doing driver reinstalls for dialup devices since that would often help, but IMO there is no reason to be doing anything driver related on a broadband connection.

As you lack the skills to get the modem stats posted then you really should employ a computer tech to look at it for you.

edit: I should say I have _near_ zero disconnection issues, they do happen late at night and its clearly maintenance related, otherwise its up for weeks-months at a time.

Your opinion is duly noted. But you missed the 6 technicians part. If 5 of those technicians couldn't figure out what was going on, there was no way I could. I no longer have disconnection issues as this was resolved in December 2010. I am not a technician, so asking me to self diagnose a problem when both slingshot techs and chorus tech couldn't figure it between themselves is unfair. Berating my computer knowledge is most unfair of you as the majority of computer users are not as savvy as yourself.

I presented a problem to experienced slingshot technicians, which I was then instructed to do isolation tests, all of which failed, then 4 modems were sent out over a year, issue still continued, until someone had the sense to send out chorus.

Update:- Unexpected turn of events. Slingshot is now reviewing my broadband account of faults logged as I did ask for compensation for the year I was with them. However they did point out, although I had line and wiring maintenance with slingshot, it would seem that chorus would be the ones solely responsible if found they were negligent, by the looks of the reports the last chorus logged, it seems that they maybe as my home was rewired by the 6th technician. But I'm pleased with this result. Again, there was no "red flag" or report made by slingshots technical team as to why 6 technicians were called out in the month of December, so that amongst other issues is being looked into now. Grateful for all the help. Thanks again.

I apologize for my lack of technical skills.

powerforce

162 posts

Master Geek

#439223 14-Feb-2011 12:49

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.

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