Land Line Phone not ringing, intermittantly, for incoming calls

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FineWine

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Nurse (R)

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#3226432 4-May-2024 13:34

Ok Folks, it appears this problem/fault has now been resolved. It has now been 8 days, last Friday, since I heard from Mercury asking various questions to help pin this down. The gentleman I spoke to said he was passing it on to Spark to track down. The following day, Saturday, I received a text from Mercury stating, "Your broadband and/or phone fault has been resolved....". Though what the problem/fault was I am none the wiser 😔.

Since then the in-laws have not had any problems. 🤞

Big thanks for their help goto: Wheelbarrow01 from Chorus and to taneb1 from Mercury for expediting this matter. This is what these forums are all about. 🙇‍♂️ 👏

Cheers 🍷

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

FineWine

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#3229303 12-May-2024 15:59

Well! spoke to soon. My in-laws contacted me yesterday morning and stated that people were complaining that they could not be contacted as the incoming call just rang out. Last call received was Tuesday.

Contacted Mercury Help Desk. Over-spoke the Help Desk persons spiel script and asked him to read the history. Though he did attempt to: "have you done this, have you that" etc. Anyway while I had him on my phone I got my partner to use his phone to ring the offending number and I put it on speaker so the help desk guy could hear what we were talking about. Gave him a couple of other dates & times and he said they would be in touch. Sent a PM of taneb1 from Mercury.

Mid Morning today received a text from Mercury saying the fault would be fixed by 1900 today. At the same time I received a reply back from taneb1 informing me that Mercury's Tier 3 team had requested Chorus to send a tech out to the site.

20 minutes later received a call from a Chorus tech to say he would be on site in 15 minutes. 30 minutes later received a call from my in-law informing me that the Chorus tech was on site and he wanted to speak to me. He informed me he had replaced the ONT and could I ring the number back, which I did successfully 😀. I also asked him to ensure that my in-laws computer internet was also working.

At some point, over these months, in one of the many conversations I had with Mercury Phone and Fibre Help Desks I did suggest that it could be the ONT as I had done some googling on this problem (sort of like Dr google 👨🏼‍⚕️😀) and that overall was the most common result. Faulty ONT. The Chorus Tech guy did inform me that he had come across the same problem over in Waihi Beach and an ONT replacement was the cure.

Anyway all appears to be working. Hopefully a great mothers day gift for my in-laws. 🤞

A huge thanks again to taneb1 for his marvellous help in this matter.

Cheers 🍷

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

nztim

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#3229700 13-May-2024 11:42

What a miserable experience, hopefully after ONT replacement there are no further issues.

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FineWine

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Nurse (R)

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#3229802 13-May-2024 14:54

PS: Was over at my in-laws and noticed that the Chorus Tech had replaced the original and latest model ONT Type 400 with the previous model ONT Type 300.

I wonder how many other ONT Type 400 Chorus are experiencing problems with ?

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

nztim

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#3229814 13-May-2024 15:30

FineWine:

PS: Was over at my in-laws and noticed that the Chorus Tech had replaced the original and latest model ONT Type 400 with the previous model ONT Type 300.

I wonder how many other ONT Type 400 Chorus are experiencing problems with ?

@BMarquis any known issue with the ATA Adapter on the Type 400 ?

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BMarquis

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Chorus

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#3229827 13-May-2024 15:48

No known issues.
i.e it doesn't appear we are hearing about this in a widespread fashion.

I'll reach out to Mercury and see if I can get some detail.

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FineWine

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#3248372 13-Jun-2024 11:52

Well everybody who is interested, this INTERMITTENT problem raised its ugly head again over the weekend and here is us all thinking the previous model ONT Type 300 would fix things. Ha, spoke too soon.

Spent a good half hour on Sunday talking to a fabulous CS lady (Karen) who also experienced the problem on testing briefly, then it came right whilst we were doing all the testing. She was really trying hard to think outside the box on this, having read the history.

The following day, Monday morning, this problem started again. I replaced their Uniden cordless phone system with a corded handset system. I also replaced their phone cable from the ONT to the phone base with a brand new cable. I have also replaced the phones batteries. Rebooted the ONT. All to no avail. Their Uniden phone system is only about 5 years of age approx so I am presuming it should handle todays modern systems.

Had a half hour chat to Mercury Help Desk (a Great guy, Warren, very responsive and empathic) and he also experienced this problem on testing several times over the half hour. Accordantly he escalated this to the higher ups within the tech area of Mercury..

I again contacted taneb1 the forum Mercury rep. I was then contacted by another Mercury rep to double check on the problem and to ask a few more questions.

Yesterday evening taneb1 got back to me to inform me that they believe the problem was that the voice service was provisioned twice in their backend systems which they believed was what caused the ongoing issues where the phone would sporadically work. Mercury now believe this problem has been resolved once and for all going forward and my in-laws shouldn't experience any further issues. The team will continue to monitor for the next week again just to make sure the issue doesn't occur again, but fingers crossed it should all be sorted. (quoted text)

On ringing my in-laws, after reading taneb1 email, I got through no problems. 😀

In addition to this, taneb1 has applied a credit on their account for $185 to cover the past 2 months worth of charges dating back to when they were connected as the issue has been occurring since the fibre went live.

Again I give a huge thanks to taneb1 for ALL his help in expediting and resolving this matter. It has been very frustrating for everyone on both sides.

Fingers crossed 🤞

Cheers🍷

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

nztim

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#3249237 14-Jun-2024 22:29

Mate, sounds like you have been to hell and back props to @taneb1 for putting this right (hopefully and eventually)

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