Chorus problem - serious

Forums › Spark New Zealand (including Skinny and BigPipe) › Chorus problem - serious

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156 posts

Master Geek

#433621 1-Feb-2011 11:49

You guys aren't reading carefully enough. I've had the router stats checked and they're OK. I now have a better idea on how to access them.

I AM blaming Telecom (or whoever their fault team is) because the fault is solely with them. There's a limit to what Gavin can do, given the ticketing regime there.

The line was working one week before I moved in. What is so damned difficult in making sure it CONTINUES TO WORK?

numfarr seems to be the only poster who truly appreciates the situation I'm in. Insane (and others) understand the problem and their input is/was very helpful too. The rest of you seem to be bashing me unfairly.

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#433631 1-Feb-2011 12:13

chrissie: You guys aren't reading carefully enough. I've had the router stats checked and they're OK. I now have a better idea on how to access them.

People are just curious to know about these stats.

chrissie: The line was working one week before I moved in. What is so damned difficult in making sure it CONTINUES TO WORK?

If a line is working it's plugged to an exchange or cabinet. If the previous subscriber cancelled the service the line is disconnected and the space is given to someone else that will use it. There's no guarantee your line is plugged to the same card as before.

Could it be that there was a problem with the previous disconnection? Could it be...

You can blame Telecom all you want, but the solution remains with your ISP, who shall work with whatever wholesale provider they have contracts with.

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#433635 1-Feb-2011 12:17

sbiddle: I'd hate to jump on the bang wagon but I can't help but think you are draging this whole saga on.

Your ISP needs to be fixing this problem. Not you. Continually blaming Telecom/Chorus for this isn't going to get you anywhere because the problem is not there's and you have no direct relationship with them.

If you had provided modem/router connection stats it would provide some information that others here could use to help you. Sync rates, CRC errors and attenuation rates would have also shown very clearly if your wiring was at fault without the need for anybody to visit your property.

Do you haver wiring maintenance? If you do your ISP logged a fault suspecting a possibly dodgy jackpoint Chorus would probably have come and checked it for free. Why didn't your ISP do this? If you don't have wiring maintenance it's not their issue to fix any problems mast the demarc point so you would have been charged for the call regardless of whether there was a fault or not.

If your ISP can't fix the problem then change ISP's.

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Snowflake

#433640 1-Feb-2011 12:29

chrissie: I've had the jackpoint checked and it's fine. The modem password/authentification is fine too. This was checked out by an electrician, who is also proficient in data and phone wiring, as well as the computer interface required to set up broadband.

In an earlier post you mentioned that authentication not working was the problem. Now you're saying that its fine. The story seems to change with each post you make.

If you dont understand the technology, and dont have the full story - only what you're being told by several individuals, one of them you 'deem' to be trustworthy - how can you fairly lay the blame at one companies feet?

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Master Geek

#433645 1-Feb-2011 12:43

I did see you had typed "iv had the router stats checked and they are fine"

Sorry, I dont want to come accross as bashing or derogatory but I would very much want to see them myself and understand what they meant if i were you.

"iv had the router stats checked and they are fine" dosent help anyone. There is different levels of "fine".

"fine" could mean anything. That might mean your line is syncing at 2mbps, or it could mean 10mbps.
If its "fine" please tell us your line speed/stats, its the only way to see if your line really is fine.

I dont see what you have against posting the stats, You should really post them even if your line stats are perfect...

Some of us have had the run around from ISP's enough to not simply take their word for it.

Im not saying this is whats happened, Gavin sounds to be a very adept tech and your clearly happy with his efforts and rightfully so.
All im saying is to get a full picture of whats going on, your line stats are the most valuable piece of info you could post even if you have been told they are fine.
Either way one would think you would want to understand the quality of service your actual physical phoneline is capable of delivering.
e.g. you may learn you cannot expect more then 2mpbs max, because of the physical properties of your phoneline. But you also might learn you have a very good clean line and should expect services of over 10mbps etc.

Once again im very sorry if i came accross as derogatory. Im only trying to help. :)

chrissie

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Master Geek

#433689 1-Feb-2011 14:07

Two things: (1) It's a little difficult posting stats when I don't have internet access on that computer.

(2) My reports don't seem to be consistent, because quite frankly, I don't have a good enough handle on this stuff, to be able to describe things in the technical detail you guys need. Don't forget, you're all very familiar with the issues involved here - I'm just relying on the brief info Gavin gives me and that's why I often get things a little muddled up.

By the way, when I said the Chorus guys suggested the jackpoint was at fault, he actually said "more than likely". He also told me to get my ISP to "fix it". Let's not split too many hairs here.

I've been with Planet for (I think) around 15 years (basically since the internet "started") and have always had great service from them, so I don't feel inclined to leave them at the first sign of trouble. In fact. Gavin has done EVERYTHING POSSIBLE, given the constraints of the Telecome "Faults reporting" system.

Re: authentification. Gavin just said that something "couldn't authenticate" - but I don't know exactly what. I can confirm however 100% that the username and password match the ones I was originally given by Planet (I checked the email). I even re-entered the password, just to make sure.

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Balchy

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#433713 1-Feb-2011 15:01

All I have to say is that Gavin should run for Prime Minister, he sounds awesome.

For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life. What are the chances of that like?

SCM

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#433716 1-Feb-2011 15:09

chrissie: Two things: (1) It's a little difficult posting stats when I don't have internet access on that computer.

You dont need internet to access your modem stats!!
Stats access is done via your local network ie: http://192.168.1.254 and entering your modem username and password, most people dont even change the default password.
What breed of modem are you using?

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#433719 1-Feb-2011 15:12

It does sound to me like Gavin is part of the problem. (Although he does sound awesome)

He should be saying 'I will get it sorted for you, don't do anything'.

You are Planets customer not Chorus so Planet should be the ones sorting this out for you.

If Gavin has read this thread why hasn't he joined the discussion?

I'm not a complete idiot, I still have some parts missing.

chrissie

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Master Geek

#433737 1-Feb-2011 15:53

You do however need internet access to post a screen shot of the stats, no?

Gavin isn't a member here and even if he were, he certainly doesn't have TIME to argue with you lot.

I would think also that what you've been saying (and implying), not to mention the additional sarcasm, about his expertise, would be enough to keep him well away.

freitasm

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#433740 1-Feb-2011 15:54

I will lock this thread now, for the benefit of glorious Internet.

When Chrissie gets a definitive resolution I will unlock it for an update.

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chrissie

156 posts

Master Geek

#434740 3-Feb-2011 11:47

I'm happy to report that finally I have broadband access. The problem was that my line, instead of being routed to my house, was routed to the house behind me. The building has a line installed (there is a D-box outside), but the occupants don't yet have internet access.

My address is 28 (street name) and the house behind is 28A (street name). It appears that because there are two houses on the property, Telecom assumed (incorrectly) that they were 28A and 28B.

The two Chorus technicians that came first (in late January), DID NOT LOG THEIR VISIT. Though they checked the box on the street and the D-box on the house for a signal, they obviously did NOT check that the two were connected to each other. The main technician's name was Jack and the pair came in a Chorus van.

The Chorus technician, who came yesterday (Mike) spent some time investigating the situation and eventually realised what had happened and was able to fix it easily. He said that there was no record of the earlier Chorus visit.

Jack said he would bill me $90 for the first visit, since he had found nothing wrong!

In order to rule out the possibility that the jackpoint might be faulty, as suggested by Jack, I had to employ an electrician, proficient in data and telephone wiring. I have not received his account yet, but he spent at least 45 minutes here, including checking the router configuration.

If Jack had done his job properly, I would not have had to get the electrician. Who do you think should pay his account?

freitasm

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#434742 3-Feb-2011 11:48

Thanks, Chrissie, for the update.

Civilised replies only folks...

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#434745 3-Feb-2011 11:50

If their is no record of Jack even coming to your house i think you would find it very hard to make Chorus pay for the electrician.

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#434748 3-Feb-2011 12:00

If there's no record of Jack coming the first time, he can't bill you for it!
Given that the root of the problem wasn't your fault (ie, your wiring, inside the house past the demarc), I don't see how Chorus can get off billing you for it.

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