Chorus/telecom balls up

Forums › Spark New Zealand (including Skinny and BigPipe) › Chorus/telecom balls up

conork

31 posts

Geek

#127360 7-Aug-2013 19:10

Yesterday my internet suddenly died, dsl light on the modem still lit up, but the internet light isn't. Running the test on the Web interface of the modem showing no ATM or PPOE connection however Dsl connection fine. After 2 hours on the phone to telecom we find out someone else has requested a new connection on our line from a different provider! So telecom has disconnected our adsl. Is there Anyone from telecom that monitors this forum that can help? I need to do work this weekend for a project from home too :-(
We have been told they need to contact chorus to sort it out, this could drag on for weeks...

sbiddle

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#873413 7-Aug-2013 19:14

Was the change definitely not requested by somebody within your household?

conork

31 posts

Geek

#873415 7-Aug-2013 19:21

Nope the wife works for telecom so gets the free broadband package, and it's only myself and her in the house.

plambrechtsen

1948 posts

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#873426 7-Aug-2013 19:32

conork: Nope the wife works for telecom so gets the free broadband package, and it's only myself and her in the house.

Ring up 123 and talk with new and moves. They should be able to reverse anything that accidentally happened. However it may take a few days to sort.

conork

31 posts

Geek

#873434 7-Aug-2013 19:44

Thanks, we just talked to them now, they need to contact chorus who are only open 8.30am till 5pm. Seems now it's disconnected chorus will have to confirm with whoever arranged this mess what the correct details are, and then we get our internet back. Bit of a joke, apparently they can disconnect out net without consulting us. So I can give an ISP a address or phone number for a new connection and they don't first find out if there are active services there. Some great process!

kornflake

409 posts

Ultimate Geek

#873459 7-Aug-2013 19:52

if it was transfered, the gsp would of had to provide yr telecom account number, is the pots (landline) still with telecom?

conork

31 posts

Geek

#873530 7-Aug-2013 21:47

Yeah the landline number is still the same and works fine.

Kirdog

202 posts

Master Geek

#873538 7-Aug-2013 21:55

Just confused a bit:

You said that your DSL is fine, thats mean that you can establish connection to DSLAM, then you are still connected. Problem only with PPPoA. Did you try to reboot router btw?

I think problem with your account probably, not physical problem.

I can be wrong, just guessing.

Sorry about my English guys :>

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PaulBags

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#873541 7-Aug-2013 22:05

Kirdog: Just confused a bit:

You said that your DSL is fine, thats mean that you can establish connection to DSLAM, then you are still connected. Problem only with PPPoA. Did you try to reboot router btw?

I think problem with your account probably, not physical problem.

I can be wrong, just guessing.

OP said that in their very first post.

conork

31 posts

Geek

#873543 7-Aug-2013 22:06

Sorry just to clarify the dsl light is on, but the internet light isn't. This is on the standard Thompson speed touch modem, have also tried with a dynalink 1025v6 modem which also doesn't connect on any jack. The Thompson has a connectivity test on the Web interface which I have run, this shows dsl with a green tick, but ATM, and PPP with red crosses. Rebooted multiple times :-)

Kirdog

202 posts

Master Geek

#873549 7-Aug-2013 22:16

conork: Sorry just to clarify the dsl light is on, but the internet light isn't. This is on the standard Thompson speed touch modem, have also tried with a dynalink 1025v6 modem which also doesn't connect on any jack. The Thompson has a connectivity test on the Web interface which I have run, this shows dsl with a green tick, but ATM, and PPP with red crosses. Rebooted multiple times :-)

Thats strange. Then wait for Telecom response :)

Sorry about my English guys :>

sbiddle

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#873618 8-Aug-2013 06:21

It's not strange, it's exactly what would happen in this situation as the CVID would have been remapped to a different ISP.

kornflake

409 posts

Ultimate Geek

#873627 8-Aug-2013 06:32

i wonder if telecom have upgraded you from BUBA to EUBA, and something has gone a miss