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Topic # 194973 1-Apr-2016 10:47
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Hi

 

I am trying to provide remote support for my daughter and have a query. She booked to change from Vodafone VDSL (working fine for the last 18 months or so) in Auckland to Flip VDSL. I was surprised to hear that a Chorus tech turned up and did some wiring in the house. AFAIK he made no changes to the HG659 modem.

 

He then went up to the cabinet to do "something" and texted my daughter to say all done, please restart your modem. She did and since then has no internet.  She is not technical and has no internet connection so I am struggling to help. I am told that getting help from Flip support has been a challenge (that may go both ways of course) and they are not willing to send anyone out.

 

A few questions:

 

1) Why would it be necessary to change the wiring in the house, if it already works?

 

2) Is the Vodafone HG659 known to work with Flip? (I can't see why not, it's all the same VDSL, AFAIK). And if so, are any changes required?

 

Many thanks - Chasio

 

 


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  Reply # 1523974 1-Apr-2016 14:20
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I assume she hasn't reconfigured her router from Vodafone to Flip? If your ISP doesn't supply hardware then this is your responsibility - Chorus don't do it for you.

 

As for wiring in the house if she didn't have a master filter previously they probably installed one.

 

 




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  Reply # 1523998 1-Apr-2016 15:11
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Thanks.

 

There was a Chorus installed master filter as a result of the prior VDSL installation, which all worked perfectly. Hence my puzzlement at the site visit.

 

No expectation that Chorus would make changes to the router (although I read here of a Flip connection switch where no changes were necessary - type unspecified). This is something I talked her through that evening (since Flip support stops at 7pm) and indeed that has been part of the Flip support interaction since as I understand it.

 

Also keen to hear about any possible modem issues that might arise (having entered the correct login credentials).


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  Reply # 1524062 1-Apr-2016 16:08
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You need to enter your Flip username and password in the router, which from memory is your FlipAccountNumber@flip.co.nz




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  Reply # 1524120 1-Apr-2016 16:53
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Thanks and yes, that has been done. And the password entered is the one she signed up with (per their website's instructions). 


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  Reply # 1524155 1-Apr-2016 18:11
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chasio:

 

Thanks and yes, that has been done. And the password entered is the one she signed up with (per their website's instructions). 

 

 

 

 

if that is all correct, the right course of action would be to firstly insure you do have a DSL sync.

 

 

 

After that, you have a vector to make assumptions on being there IS an physical connection but a lack of connectivity. in this case it sounds like to be an Authentication related issue.

 

I would also double check that in changing the username/password the VLAN 10 tagging was not removed, this will still be required to gain connectivity on Flip.

 

 

 

With all this done, you have realistically done all you can to configure things at your end, and the question needs to go out. Whats happening at the other end?

 

I would also recommenced if another VDSL compatible modem is handy, to give it a quick try Its unlikely the modem suddenly has cropped a fault but always possible. *VDSL modems arent always relatively cheap, i can understand not having one readily accessible.

 

 

 

Flips support should be able to tell you if they are seeing the dsl sync, if they are seeing authentication attempts and so on.

 

If they aren't seeing anything, its likely something has gone wrong, and they need to go back to chorus to check it.

 

 

 

The HG659 should work totally fine on flip, setup wise on both vodafone and Flip you would be looking at a PPPoE session over VLAN 10. the only thing that should have changed is the actual authentication information on your side.





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.




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  Reply # 1524187 1-Apr-2016 18:44
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Perfect, thanks. I'll try to walk her through that over the phone. At least the HG659 used to be mine, so I half-know it (and I assume Flip do not).

 

No spare VDSL capable device, sadly, and I'm out in the sticks days so can't even take my modem up and try it out. At least we can gather some info to go back with. I'l get her to check the cabling one more time, too.


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  Reply # 1524194 1-Apr-2016 18:53
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chasio:

 

Perfect, thanks. I'll try to walk her through that over the phone. At least the HG659 used to be mine, so I half-know it (and I assume Flip do not).

 

No spare VDSL capable device, sadly, and I'm out in the sticks days so can't even take my modem up and try it out. At least we can gather some info to go back with. I'l get her to check the cabling one more time, too.

 

 

 

 

Any and all debugging you can do on your own is great for speeding up the process.

 

 

 

Realistically, isps csrs are trained to handle the situation of someone who isnt up on tech through the process of testing to get to the conclusion. 

 

All really depends on how the csr takes the fault and the checks they do.

 

 

 

Key factors such as there has just been a move of connections would indicate highly likely where the fault could be, It really does sound like something in previsioning the switch just didnt quite go to plan.

 

A quick follow along from this point in the following thread, likely is the same fault Although as stated before that would be impossible to be sure of until the checks on both ends have been done to confirm.

 

 

 

I personally go for the approach of dot all my T's before contact generally so that I can lay out the whole already completed fault finding process for the csr and help direct to a quick resolution.





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.




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  Reply # 1524283 1-Apr-2016 20:34
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Ta and yes, I would love to be hands on up there getting all our ducks in a row, so as to avoid a row ;-)

 

 

 

 




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  Reply # 1527775 7-Apr-2016 16:44
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Thanks for all the replies.

 

FYI, my daughter told me this was fixed by a change at the Flip end but she wasn't told what they did. My apologies that this post is not more informative!


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