Slow fibre connection. 50/10 instead of 300/100

Forums › Spark New Zealand (including Skinny and BigPipe) › Slow fibre connection. 50/10 instead of 300/100

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dolsen

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#2854865 22-Jan-2022 15:03

cbrpilot: Hi all, I'm out of the office on leave, but can take a look at it next week when I'm back if you've had no luck through the official channels by then.
I do wonder if the profile is correct on the Skinny side, but not on the LFC side...

Thanks. Will try again through official channels and will let you know if no joy by then.

Wheelbarrow01

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#2855005 23-Jan-2022 00:11

I had a somewhat similar issue on my 300/100 connection with Skinny that was installed toward the end of November. However I was getting around 100/20 speeds during tests. I theorised that my connection order was issues BEFORE Chorus started boosting speeds from 100/20 to 300/100, but my actual install wasn't completed until AFTER Chorus had already finished the boosting programme for the vast majority of 100/20 connections.

I sent Skinny an email (via BAU channels - I didn't cheat!) on around 28th of December, and they responded on 11 January, but in that response they did state that they had "successfully refreshed" my connection. Unfortunately I haven't had the opportunity to test it as the connection is at the bach, and I came home on January 4th....

I'll get back down there to test it eventually.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

ARIKIP

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#2856069 25-Jan-2022 12:49

dolsen:
lxsw20:

Surely your best first port of call is Skinny official support channels? Sure there are people on here that could probably help, but it's not fair to use them as first port of call.

Well, I did use their contact page before Christmas but haven't heard anything back from them. So I did use their system as the first point of call.

I must admit, I haven't had the best luck with their contact system in the past. Skinny thought that there was already fibre at the location and seemed unwilling to listen when I told them that there was no fibre already and I needed an install, even though the chorus system also said that there wasn't. I sent an email - no response. I spent around an hour on the chat trying to get them to acknowledge that there was no fibre and chorus needed to install it. After lots of chat I was told to check in the garage and that they would pass it on to their team. Still no call to get an install.
I then sent another email with the following image trying to get them to acknowledge there was no fibre.

Had the same issue with Skinny re: fibre supposedly already installed. This lasted for over a month to and froing trying to tell them there was no fibre installed. Went with another provider and Broadband was installed within a week.

Sony 77" A80J OLED, Panasonic UB820, Panasonic BD-T460, Apple TV 4K 3rd Gen, Samsung Q990D Soundbar

cbrpilot

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#2856073 25-Jan-2022 12:59

@dolsen am back onboard now, so PM me your address if you'd like me to take a look. Thanks.

My views are my own, and may not necessarily represent those of my employer.

dolsen

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#2856089 25-Jan-2022 13:39

cbrpilot:

@dolsen am back onboard now, so PM me your address if you'd like me to take a look. Thanks.

Thanks, will do now as although I did manage to send the email, I have not heard anything back from it.

Cheers.

wratterus

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#2856093 25-Jan-2022 14:12

Surely 50/10 is just the cheap plan? (they specify 30mbps but pretty sure Chorus upgraded this to 50/10?) You definitely 100% sure you selected the correct plan? If so, most likely just a provisioning issue. cbrpilot will have it sorted in no time I'm sure.

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dolsen

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#2856099 25-Jan-2022 14:19

wratterus:

Surely 50/10 is just the cheap plan? (they specify 30mbps but pretty sure Chorus upgraded this to 50/10?) You definitely 100% sure you selected the correct plan? If so, most likely just a provisioning issue. cbrpilot will have it sorted in no time I'm sure.

Yes, I am sure. Here is a extract from my sign up email.

The plan you're getting:

Skinny Contract - Unlimited Fibre 300
12 month commitment
$78 per month (charged on the same day each month)
6 months FREE

I think it may be linked to the confusion around already having fibre when there was not. Skinny may have been looking at the neighbours plan when they checked the profile if that was the ONT info that was already in their system. Anyway, have sent the info to Cbrpilot to look into.

Cheers.

cbrpilot

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#2856102 25-Jan-2022 14:26

We've found the issue, and it will be sorted pronto.

My views are my own, and may not necessarily represent those of my employer.

dolsen

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#2856117 25-Jan-2022 14:48

cbrpilot:

We've found the issue, and it will be sorted pronto.

Thanks heeps for looking into this for me.

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