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52 posts

Master Geek


  #1322779 11-Jun-2015 12:59
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Not having much fun after switching to this plan and getting a new install- front end ordering and install went great ...but getting it working and delivering what it should is a nightmare..

4 days after install;

Phone (through ONT/Fibre) is still not functioning correctly (rings out but wont receive) - have asked is it the phone - but no one seems to be able to tell me??

Speeds have been on average 50-70 down / 20 up (wired conncetion to Spark 659b and spark site) - disappointing tbh

Hours on phone (mostly on hold and via the Phillippenes) - and still no better off understanding what is wrong / or eta for fix (short of my fibre connextion has not yet been finalised - how long does it take??)

My feeling is they underestimated the response to the plans and are not resourced to respond - has soured what should have been a great experience

:(

4504 posts

Uber Geek


  #1322794 11-Jun-2015 13:36
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smelck: Not having much fun after switching to this plan and getting a new install- front end ordering and install went great ...but getting it working and delivering what it should is a nightmare..

4 days after install;

Phone (through ONT/Fibre) is still not functioning correctly (rings out but wont receive) - have asked is it the phone - but no one seems to be able to tell me??

Speeds have been on average 50-70 down / 20 up (wired conncetion to Spark 659b and spark site) - disappointing tbh

Hours on phone (mostly on hold and via the Phillippenes) - and still no better off understanding what is wrong / or eta for fix (short of my fibre connextion has not yet been finalised - how long does it take??)

My feeling is they underestimated the response to the plans and are not resourced to respond - has soured what should have been a great experience

:(


So you're on a 200 plan but only getting 50-70 down?  How can you be sure of this? You're not on wifi, but, your internal network might not be gigabit capable. 

You could try downloading a popular torrent files just to see what you max out at. Quite possible the server you are testing against is incapable of the 200 speed. 

Telecom customer service are pretty good -- can you call them and ask to be escalated? 

It took me a week or so to get my teething problems fixed with snap so you just need to persevere.  

From what  you have said, it is still quite possible the problem is with your home setup rather than telecom. 






 
 
 
 


52 posts

Master Geek


  #1322796 11-Jun-2015 13:47
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surfisup1000:
smelck: Not having much fun after switching to this plan and getting a new install- front end ordering and install went great ...but getting it working and delivering what it should is a nightmare..

4 days after install;

Phone (through ONT/Fibre) is still not functioning correctly (rings out but wont receive) - have asked is it the phone - but no one seems to be able to tell me??

Speeds have been on average 50-70 down / 20 up (wired conncetion to Spark 659b and spark site) - disappointing tbh

Hours on phone (mostly on hold and via the Phillippenes) - and still no better off understanding what is wrong / or eta for fix (short of my fibre connextion has not yet been finalised - how long does it take??)

My feeling is they underestimated the response to the plans and are not resourced to respond - has soured what should have been a great experience

:(


So you're on a 200 plan but only getting 50-70 down?  How can you be sure of this? You're not on wifi, but, your internal network might not be gigabit capable. 

You could try downloading a popular torrent files just to see what you max out at. Quite possible the server you are testing against is incapable of the 200 speed. 

Telecom customer service are pretty good -- can you call them and ask to be escalated? 

It took me a week or so to get my teething problems fixed with snap so you just need to persevere.  

From what  you have said, it is still quite possible the problem is with your home setup rather than telecom. 








Yes a 200/20 plan - brand new install (on Monday this week) - wired speedtest to new PC (spark site) direct to newly provided spark modem 659b and ONT - no internal wiring used (so all gigabit capable)

Pretty sure of what I am seeing in the results , have tested repeatedly

Can't see how anything in the home set-up is causing the issue as its all new and not touching any pre-existing cabling.

Not tried a torrent site - and yes have spent close to 3 hrs on the phone "escalating" my issues and still no better off understanding why the phone works but doesn't ring and why I am getting these speeds..



19070 posts

Uber Geek

Trusted

  #1322799 11-Jun-2015 13:53
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Did Chorus laptop test before leaving?  I am unsure if they test phones. I believe that if the speedtest is not indicating a 200/20 result, or close, the install is not signed off so its not yet complete

52 posts

Master Geek


  #1322804 11-Jun-2015 14:04
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tdgeek: Did Chorus laptop test before leaving?  I am unsure if they test phones. I believe that if the speedtest is not indicating a 200/20 result, or close, the install is not signed off so its not yet complete


Unfortunately wasn't there for the install , my wife was - although they have done a nice tidy job.

Assumption would be that they did test the line before leaving - but I'll check with my wife when I get home (chances are she wasnlt watching!)

You are right  and that is pretty much what I was told - status is not yet signed off/complete , but no one can tell me when / how long/ eta  or at least provide some context around what the hold up is (hence my resourcing cynicism above)

Rely on the home phone as a main contact line with an elderly mother in the UK , so while we can manage without it , it would be nice to have the line working.

I'm pragmatic about the speed ( had to be on adsl !) and understand the "up to 200" , but what I am getting is a little disappointing. I'm not a fibre expert , should it be a solid stable 200 at all times - is fibre impacted by peak times /demand?

I know CS experience can vary , but the last 4 days have been a little frustrating , seems like the best service is reserved for those spending the money -  not those with issues.

EDIT - should add , I'm not generally an impatient man - would just be good to have some clarity and honesty, have people ring you back when they say they will and not have to repeat yourself to each new person you speak to.

Cheers

19070 posts

Uber Geek

Trusted

  #1322861 11-Jun-2015 15:46
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smelck:
tdgeek: Did Chorus laptop test before leaving?  I am unsure if they test phones. I believe that if the speedtest is not indicating a 200/20 result, or close, the install is not signed off so its not yet complete


Unfortunately wasn't there for the install , my wife was - although they have done a nice tidy job.

Assumption would be that they did test the line before leaving - but I'll check with my wife when I get home (chances are she wasnlt watching!)

You are right  and that is pretty much what I was told - status is not yet signed off/complete , but no one can tell me when / how long/ eta  or at least provide some context around what the hold up is (hence my resourcing cynicism above)

Rely on the home phone as a main contact line with an elderly mother in the UK , so while we can manage without it , it would be nice to have the line working.

I'm pragmatic about the speed ( had to be on adsl !) and understand the "up to 200" , but what I am getting is a little disappointing. I'm not a fibre expert , should it be a solid stable 200 at all times - is fibre impacted by peak times /demand?

I know CS experience can vary , but the last 4 days have been a little frustrating , seems like the best service is reserved for those spending the money -  not those with issues.

EDIT - should add , I'm not generally an impatient man - would just be good to have some clarity and honesty, have people ring you back when they say they will and not have to repeat yourself to each new person you speak to.

Cheers


PM me your phone number I will see what I can do. The work certainly appears to be a Chorus tech re visit. Re the speed, you should get around 200, yes. I was getting 205, and that was via wifi. (Apple Extreme is AC, but so is HG659) and my wifi dioestance was only 3 metres line of sight. 

52 posts

Master Geek


  #1322885 11-Jun-2015 15:58
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tdgeek:
smelck:
tdgeek: Did Chorus laptop test before leaving?  I am unsure if they test phones. I believe that if the speedtest is not indicating a 200/20 result, or close, the install is not signed off so its not yet complete


Unfortunately wasn't there for the install , my wife was - although they have done a nice tidy job.

Assumption would be that they did test the line before leaving - but I'll check with my wife when I get home (chances are she wasnlt watching!)

You are right  and that is pretty much what I was told - status is not yet signed off/complete , but no one can tell me when / how long/ eta  or at least provide some context around what the hold up is (hence my resourcing cynicism above)

Rely on the home phone as a main contact line with an elderly mother in the UK , so while we can manage without it , it would be nice to have the line working.

I'm pragmatic about the speed ( had to be on adsl !) and understand the "up to 200" , but what I am getting is a little disappointing. I'm not a fibre expert , should it be a solid stable 200 at all times - is fibre impacted by peak times /demand?

I know CS experience can vary , but the last 4 days have been a little frustrating , seems like the best service is reserved for those spending the money -  not those with issues.

EDIT - should add , I'm not generally an impatient man - would just be good to have some clarity and honesty, have people ring you back when they say they will and not have to repeat yourself to each new person you speak to.

Cheers


PM me your phone number I will see what I can do. The work certainly appears to be a Chorus tech re visit. Re the speed, you should get around 200, yes. I was getting 205, and that was via wifi. (Apple Extreme is AC, but so is HG659) and my wifi dioestance was only 3 metres line of sight. 


Thanks - will do so now

S

 
 
 
 


38 posts

Geek


  #1322938 11-Jun-2015 17:39
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I recently migrated to this plan, took over a week to get the voice working and another week after that to go to 200/20. On the 6th call to the helpdesk it was explained to me that the voice cutover had to be completed before the speed increase could be applied. It works great now but there is certainly room for improvement with the whole provisioning process.

My patience was tested but the wait was worth it.



52 posts

Master Geek


  #1322954 11-Jun-2015 18:24
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scherfie: I recently migrated to this plan, took over a week to get the voice working and another week after that to go to 200/20. On the 6th call to the helpdesk it was explained to me that the voice cutover had to be completed before the speed increase could be applied. It works great now but there is certainly room for improvement with the whole provisioning process.

My patience was tested but the wait was worth it.




Thanks for posting and thanks for letting me know I'm not alone, would be nice if that was explained as part of the process (hopefully someone is taking notes). Thats a very long time.

Really appreciate the response and the help tdgeek has offered, great community.

tested speed again tonight (wired not wireless) - still at steady 50 down / 20 up.

Will post updates on how I get on

S



52 posts

Master Geek


  #1323273 12-Jun-2015 11:23
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Day 5 update;

Phoned again today - very helpful chap spoke to the Fibre Team , basically confirmed waht scherfie said..

Install is only half the job and the "switching" is still to take place - appears I am still partly on a copper profile and  down for change on Monday.

I did ask the question why so long; resource issue (no) , systems issue (no) ...just the way it is and it can't be escalated or sped up 

Would've been nice if this was highlighted front end in the process......


52 posts

Master Geek


  #1323592 12-Jun-2015 17:40
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Day 5 update 2:

Phone working - even got a txt and call to confirm from a very helpful lady ....

Enquired about speed (30 down 20 up tonight-- very odd how it changes) ,differing response this time , issue with Chorus and is something that has been esculated to them - not sure why they didn't do the correct switching/patching as part of the install in accordance with the proposed provider plan (half the job only).........but at least I know what is happening.

Tip be at home to check when install done !! Dont leave the Mrs to sign off (without clear instructions :))

Thanks to tdgeek for following up - if the call was your doing , it was appreciated.

52 posts

Master Geek


  #1324146 13-Jun-2015 18:28
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Day 6 update;


Two calls received today, basically elimanting possible issues from my home / ISP end (a little frustrating doing all the obvious things I had already done, but I want it fixed so I'll go along with it) ...... wasnt aware that there were specific speed issues related to which version of windows you ran (although this is what the Spark tech insinuated) ...but I digress , despite all they/I did , wired speedtest is stilll giving apprx 45 down and the expected 20 up.

Issue now directly with Chorus (it appears) - install issue or something wonky in the brand new fibre network .....

Once again thanks to tdgeek for all the help.........

66 posts

Master Geek


  #1324446 14-Jun-2015 14:25
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Sred: well nearly 2 hours later the switch to 100 + LL has been cancelled as spark and chorus dont have a clue and am sticking with 30/10 and phone over copper



well 122 mins on hold so far today after last weeks hold of nearly 2 hours which i thought was a record, they have totally cocked up my account.

oh well dont think they want customers at this rate

determined not to hang up, hopefully phone battery wont go flat again


66 posts

Master Geek


  #1324460 14-Jun-2015 14:54
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well spark, you win 156 mins and i have hung up.

52 posts

Master Geek


  #1324470 14-Jun-2015 15:26
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Sred: well spark, you win 156 mins and i have hung up.


Not great, and like I alluded to before , really comes down to appropriate resourcing.

No one should be waiting close to 3 hrs on hold.... pretty ridiculous.

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