Fibre Installed but no Internet

Forums › Spark New Zealand (including Skinny and BigPipe) › Fibre Installed but no Internet

jackfry

227 posts

Master Geek

#139288 3-Feb-2014 18:22

Hey,

So I have been waiting since October and finally everything has been installed for fibre in my home. They connected the fibre to the ONT then ethernet to the router provided by Telecom. The "Power" and "Optical" lights are solid green and the "LAN1" light is solid orange on the ONT(This is what the router is connected to).

The ethernet cable goes from LAN1 on the ONT to the WAN Port on the router. On the front of the router "Technicolor TG587n v3" only the WAN and Ethernet lights are on.

When I log on to the router PPPoE link status is on Connecting.... I have added a screen shot of this page. I'm taking it these setting are all correct.

They have told me I will have to wait until Thursday when they can send out a "Specialist".

I will be grateful if any of you could help me trying to troubleshoot this problem.

Thanks!

SteveON

1916 posts

Uber Geek

#979603 3-Feb-2014 18:35

Wait till Thursday?

Coil

6614 posts

Uber Geek
Inactive user

#979604 3-Feb-2014 18:37

Orange means connected via Gigabit, Optical is good so maybe its just a port config or not active on Telecom side. I am sure this could be resolved from the back end. But if they advised they NEED a tech thats their choice.

InstallerUFB

840 posts

Ultimate Geek

#979608 3-Feb-2014 18:42

Just a question - did the installers test your connection when they hooked it up ?
They most certainly should have and they shouldnt have left untill it was working (or given you a better time frame to resolve than that - like tomorrow) - they should have been working with the chorus help desk and your providers help desk to resovle the issues first before leaving.

If it is a back-end issue then there shouldnt be a need to send a tech back / If its an issue with your router (the Service Companys have been issued with test routers which should have been available for the install tech to get on site today) It could have been tested off and your provider requested to send out another - again no tech required.

BTW - the operation of the ONT looks correct - it's connected up correctly - and if the problem is a faulty ONT the installer should have been able to test/swap out while on site.

freitasm

BDFL - Memuneh
79250 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#979610 3-Feb-2014 18:45

Moved to Telecom forum. You might get better response if posting in correct forum, since it's likely people with the ISP will be subscribing to new topics, etc.

jackfry

227 posts

Master Geek

#979612 3-Feb-2014 18:47

SteveON: Wait till Thursday?

Lol im inpatient, plus I've been waiting over four months haha.

jackfry

227 posts

Master Geek

#979615 3-Feb-2014 18:49

InstallerUFB: Just a question - did the installers test your connection when they hooked it up ?
They most certainly should have and they shouldnt have left und till it was working (or given you a better time frame to resolve than that) - they should have been working with the chorus help desk and your providers help desk to resovle the issues first before leaving.

Yes the tested the connected and rang the help desk but apparently they weren't able to solve it. They told me they would send a specialist ASAP probably Thursday.

InstallerUFB

840 posts

Ultimate Geek

#979617 3-Feb-2014 18:51

jackfry:
InstallerUFB: Just a question - did the installers test your connection when they hooked it up ?
They most certainly should have and they shouldnt have left und till it was working (or given you a better time frame to resolve than that) - they should have been working with the chorus help desk and your providers help desk to resovle the issues first before leaving.

Yes the tested the connected and rang the help desk but apparently they weren't able to solve it. They told me they would send a specialist ASAP probably Thursday.

Can I ask what city/town your in ? (so I can see which install company this might be and if its mine follow this up) - you dont need to provide an address

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jackfry

227 posts

Master Geek

#979621 3-Feb-2014 19:01

InstallerUFB:
jackfry:
InstallerUFB: Just a question - did the installers test your connection when they hooked it up ?
They most certainly should have and they shouldnt have left und till it was working (or given you a better time frame to resolve than that) - they should have been working with the chorus help desk and your providers help desk to resovle the issues first before leaving.

Yes the tested the connected and rang the help desk but apparently they weren't able to solve it. They told me they would send a specialist ASAP probably Thursday.

Can I ask what city/town your in ? (so I can see which install company this might be and if its mine follow this up) - you dont need to provide an address

I'm in Blenheim.

InstallerUFB

840 posts

Ultimate Geek

#979623 3-Feb-2014 19:04

jackfry:
InstallerUFB:
jackfry:
InstallerUFB: Just a question - did the installers test your connection when they hooked it up ?
They most certainly should have and they shouldnt have left und till it was working (or given you a better time frame to resolve than that) - they should have been working with the chorus help desk and your providers help desk to resovle the issues first before leaving.

Yes the tested the connected and rang the help desk but apparently they weren't able to solve it. They told me they would send a specialist ASAP probably Thursday.

Can I ask what city/town your in ? (so I can see which install company this might be and if its mine follow this up) - you dont need to provide an address

I'm in Blenheim.

Sorry not mine :-( - (Transfeild look after the Chorus network/installs in Blenheim)

jackfry

227 posts

Master Geek

#979637 3-Feb-2014 19:10

InstallerUFB:
jackfry:
InstallerUFB:
jackfry:
InstallerUFB: Just a question - did the installers test your connection when they hooked it up ?
They most certainly should have and they shouldnt have left und till it was working (or given you a better time frame to resolve than that) - they should have been working with the chorus help desk and your providers help desk to resovle the issues first before leaving.

Yes the tested the connected and rang the help desk but apparently they weren't able to solve it. They told me they would send a specialist ASAP probably Thursday.

Can I ask what city/town your in ? (so I can see which install company this might be and if its mine follow this up) - you dont need to provide an address

I'm in Blenheim.

Sorry not mine :-( - (Transfeild look after the Chorus network/installs in Blenheim)

Thanks for the help any way.

plambrechtsen

1948 posts

Uber Geek
Inactive user

#979707 3-Feb-2014 20:29

If you email me some details to "pl at telecom.co.nz" and I can investigate further.

But I am 99.9% sure it is missing provisioning then Chorus needs to do something as any subscribers that turn up on the Telecom handover automatically get service and I should know as I built and support the fibre subscribers management stack.