Not connect to internet

Forums › Spark New Zealand (including Skinny and BigPipe) › Not connect to internet

beertiger

16 posts

Geek

#143043 1-Apr-2014 22:03

I got email today from big pipe saying that my home internet connection is all good to go.
I transferred from snap naked adsl to big pipe.
I power cycled the adsl modem couple of times, no lucky.
It looks like the DSL is up ,but modem report that ATM could not send loop back cell, PPP connection is down.
Can anyone help on this one please?Thanks.

michaelmurfy

/dev/null
9296 posts

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#1016919 1-Apr-2014 23:15

Sounds like something went wrong - Please contact their support on their website and they'll look into it for you.

InstallerUFB

833 posts

Ultimate Geek

#1016936 1-Apr-2014 23:49

Its possible that the circuit that your Snap connection was on wasn't released before the BigPipe service was connected. In that case you may have two connections to your house - the one that is currently connected to your jackpoint/s and that is only connected to the DSL equipment in the exchange/cabinet (your OLD Snap connection) - the other ending in your ETP and has your BigPipe connection on it.

Contact your ISP (new one) and inititate an investigation as to what has happend to your connection

BigPipeNZ

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BigPipe

#1016994 2-Apr-2014 09:25

yep, what the other guys said. Drop us a note if you haven't already. Best way to do it is through our support form

Probably worth a factory reset on your modem (not just power cycle), just in case you have any unusual settings on there, and checking you have the Bigpipe settings in properly, and including that info in your support request (so we don't ask you to do it again)

https://www.bigpipe.co.nz/#/support

and we will look into it. Most likely not something you can fix at your end.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

beertiger

16 posts

Geek

#1017481 2-Apr-2014 19:48

Logged a support case, but the help desk keep saying my ADSL setting is wrong, so I send screen shots with 2 differnt factory defaulted , re-configured routers.

VPI 0/VCI100, username and password NOT blank, PPPoA etc all confirmed right, and one of the router was running Snap naked ADSL for years no problem with the same settings.

So far, I've lost my VOIP phone and Internet link for a day. start to think this is a really bad move for me.

BigPipeNZ

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BigPipe

#1018332 4-Apr-2014 10:59

beertiger: Logged a support case, but the help desk keep saying my ADSL setting is wrong, so I send screen shots with 2 differnt factory defaulted , re-configured routers.

VPI 0/VCI100, username and password NOT blank, PPPoA etc all confirmed right, and one of the router was running Snap naked ADSL for years no problem with the same settings.

So far, I've lost my VOIP phone and Internet link for a day. start to think this is a really bad move for me.

Hi,
Was on leave yesterday so I missed this. If you are still having issues can you PM me your email address please (the one you signed up to Bigpipe with) and I can look into it.

thanks.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

beertiger

16 posts

Geek

#1020378 8-Apr-2014 09:06

A Chrous guy came in and fixed the line.

Thanks for your help anyway.

Zippity

681 posts

Ultimate Geek

#1020407 8-Apr-2014 09:40

@OP

So was it "a really bad move" in the end?

Was it BPNZ's fault?

beertiger

16 posts

Geek

#1021113 9-Apr-2014 11:08

Big Pipe help desk bypassed my question" What went wrong?" , so I don't know. All I know is that I didn't change the ADSL router configuration at my end at all, and it's on line.

Intermittern drop offline from Internet, I can take it as part of the low price.

BigPipeNZ

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BigPipe

#1021145 9-Apr-2014 12:23

beertiger: Big Pipe help desk bypassed my question" What went wrong?" , so I don't know. All I know is that I didn't change the ADSL router configuration at my end at all, and it's on line.

sorry about that. When it's resolved by a Chorus tech visit, we often don't find out what the issue was - it could have been lots of different things, a mis-jumpering at the cabinet is fairly common as cause of fault.

Intermittern drop offline from Internet, I can take it as part of the low price.

do you mean the initial connection failure, or are you still having problems with intermittent drop outs? That shouldn't be the case, so if that is happening you should raise a new support ticket with our support desk and we can run some tests to see what the cause is (usually home wiring, but could also be things like the weather getting into your lead in)

cheers

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ