Bigpipe - not as good as they seem?

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe - not as good as they seem?

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Oathy

8 posts

Wannabe Geek

#1967776 4-Mar-2018 10:01

I did just get a reply from bigpipe. They're pretty much telling me that the problem is out of their hands, it's now my property managers responsibility to manage the comms room in my building.
Thanks for all your help, I definitely understand the issue a lot better now. I just wish I didn't have to come to a public forum for answers, bigpipe should be the one providing those.

RunningMan

8955 posts

Uber Geek

#1967780 4-Mar-2018 10:09

Oathy: I just wish I didn't have to come to a public forum for answers, bigpipe should be the one providing those.

It's not really BigPipe's responsibility to troubleshoot your building - they've established the issue is outside both their network and Chorus's and advised you who to contact for resolution (building manager).

This is really the modern (fibre) equivalent of dodgy internal wiring effecting xDSL connections - the internal building wiring is still the responsibility of the building owner.

Ultimately, it may have been explained in simpler terms here, but it's an uncommon problem, and outside the ISP's control.

Peppery

919 posts

Ultimate Geek

Trusted

#1967868 4-Mar-2018 12:58

RunningMan:

Oathy: I just wish I didn't have to come to a public forum for answers, bigpipe should be the one providing those.

It's not really BigPipe's responsibility to troubleshoot your building - they've established the issue is outside both their network and Chorus's and advised you who to contact for resolution (building manager).

This is really the modern (fibre) equivalent of dodgy internal wiring effecting xDSL connections - the internal building wiring is still the responsibility of the building owner.

Ultimately, it may have been explained in simpler terms here, but it's an uncommon problem, and outside the ISP's control.

Exactly this. BigPipe also don't have any more of an idea about your buildings set up than you would.

Oathy

8 posts

Wannabe Geek

#1967871 4-Mar-2018 13:06

Wow, I know what the issue is. My property manager was nice enough to come and take a look at the comms room, he backtracked the ethernet cords going into my ONT and found that one of them was UNPLUGGED.

He thinks this could have been Chorus yanking out my cords to get a different apartment connected to the Chorus network, then they never plugged it back in once they were done.

I'm gonna be lodging a complaint to Chours, as much as that will do.

Sorry for putting the blame on BigPipe, I understand now they were doing all that they could and there was no way of them knowing that that could have happened.

Is there any way I can mark this thread as resolved or should I just delete it?

Thanks for all your help guys, I probably jumped the gun on making this post, I was just so pissed off.

michaelmurfy

meow
13243 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1967872 4-Mar-2018 13:10

Glad it is resolved! It is sometimes tough for an ISP to determine what a fault is.

I won't lock the thread just yet as we do have @ChorusNZ on here too so you're best to flick them a direct message (also, I've mentioned them so they read the thread). I must say, that is incredibly bad given it could have been a full blown production network so care has to be taken not to disrupt service for others in your building.

Michael Murphy | https://murfy.nz
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RunningMan

8955 posts

Uber Geek

#1967885 4-Mar-2018 14:03

Oathy:

Wow, I know what the issue is. My property manager was nice enough to come and take a look at the comms room, he backtracked the ethernet cords going into my ONT and found that one of them was UNPLUGGED.

Glad you got it sorted - this is exactly what I was pointing you to as the likely problem. The giveaway was that BigPipe were seeing someone else's router at the end of the connection. Be careful about laying the blame solely with Chorus - it's certainly possible it was one of their techs, but could equally have been anyone else with access to the comms room...

Also, you mentioned ethernet cables (plural) connected to your ONT - It would be pretty exceptional for there to be any more than one, and Chorus would know that at the very least. It does suggest someone who doesn't know precisely what they are doing having repatched things.

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