Spark Fibre install, no internet

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark Fibre install, no internet

sloburn

70 posts

Master Geek

#172150 13-May-2015 09:59

Howdy folks! Hoping for a Spark guru to help out

Had our final fibre install yesterday at 10am, they were done in about 3 hours and made sure everything was up and running, said that Spark needed to make the changeover at their end and it'd be all good within an hour or two.

Wife called them later in the day and they said the status said changeover would be between 5 and 7pm last night and we should be up and running and get a text saying it was done.

Still nothing this morning, no DSL or Internet light on the router. When I log into the router it has the status on the Fibre as "connecting" then 30 seconds later "disconnected" then "connecting" again. Checked my account on MySpark and it still says VDSL but I don't know if that means anything. Wife rang them again and the CSR told her everything looked ok at their end, that it must be a Chorus thing and that it "should be up and running today".

My wife is studying extramurally and needs the internet for her course work so this downtime is really hurting her with assignments due etc.

Any ideas folks? Does this seem like a Spark or Chorus thing?

Thanks in advance!

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#1303349 13-May-2015 10:04

You can't do anything about Chorus, they're a service provider to the ISP, not to you. Call Telecom back and don't stop calling them until they fix it or give you a reasonable answer about when it'll be working.

Sideface

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#1303382 13-May-2015 10:29

" ... Still nothing this morning, no DSL or Internet light on the router. When I log into the router it has the status on the Fibre as "connecting" then 30 seconds later "disconnected" then "connecting" again ..."

What router are you using?
How is it connected?

Sideface

sloburn

70 posts

Master Geek

#1303383 13-May-2015 10:30

Hg630b connected to the fibre box by ethernet cable

Sideface

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#1303388 13-May-2015 10:35

Please forgive the obvious question, but have you changed the fibre settings?

Sideface

sloburn

70 posts

Master Geek

#1303389 13-May-2015 10:39

I've done nothing, whoever came to do the install setup the new router. I've changed the WiFi password, that's it. From what we've been told the only thing needed was for Spark to turn it on at their end and they'd text when it was done

Behodar

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#1303392 13-May-2015 10:44

Do the lights on the ONT look right? You should have Power on green, Optical flashing green, and LAN1 orange.

sloburn

70 posts

Master Geek

#1303402 13-May-2015 10:50

Not home right now, wife is trying to deal with call centre from home, I recall 3 greens, one was for the lan as I remember it going off when I cycled the router

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lxsw20

3552 posts

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#1303404 13-May-2015 10:52

LAN1 will be green as the HG630b only has a 100mbit WAN port IIRC.

cbrpilot

955 posts

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Spark NZ

#1303410 13-May-2015 11:01

Can you please PM me your details.
Our network is designed so that so long as Chorus have done their job, our network will autoconfigure and give you service.
The absence of this happening usually means Chorus have done something wrong on their end. Usually it is that they have no enabled PPPoE Relay Insertion.
If you PM me your details, I can confirm.
I believe our installation agreement with Chorus also says that they should not sign off the job until they can prove the service is working.
Did the Chorus installer leave their details? Otherwise you'll need to call us to log a fault.

My views are my own, and may not necessarily represent those of my employer.

tdgeek

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#1303413 13-May-2015 11:08

As CBR said it should work out of the box as we leave an open pipe for the install, no need to get Spark to turn it on. I had this with Enable, a very rare not working, turned out Enable had a wrong setting so theirs mismatched ours. But the installer needs to test the speed on a wired laptop and show the customer that the internet is working, and call in if not.

sloburn

70 posts

Master Geek

#1303449 13-May-2015 11:42

Yeah they left before it was going. Balls.

sloburn

70 posts

Master Geek

#1304413 13-May-2015 11:58

Interesting, wife just got this

Hi Charlotte,
Thanks for your message, sorry to hear about the mix up with your connection.
I see where things have gone wrong on our end here and have spoken with a friend in the provisioning team to address the mixup as soon as possible.
In terms of the optical optical unit at home I take it the Opt light is on and flashing as is the WAN light on the modem? Just the PPP or Internet light is not coming on?
Thanks in advance and we hope to have things seen to shortly ^Dougal

sloburn

70 posts

Master Geek

#1304436 13-May-2015 12:11

And another:

HI again,
Yea as I suspected, OK so the good news is you're assessment is right on the money and the provisioning it the root case, my buddy Mike here is going to load your profile shortly, usually it takes about an hour to kick in so give you modem a restart if you don't have web by 1pm ??
Cheer ^Dougal

cbrpilot

955 posts

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Spark NZ

#1304449 13-May-2015 12:25

Ok, so have had a look from what I can see. The Local Fibre Company in your area is not Chorus, so I will stop berating them.
The LFC is Ultra Fast Fibre.

I have no looked at your VDSL connection, if you would like me to do so, let me know. I've only looked at the Fibre.

I have found the problem. UFF have double-assigned a VLAN ID to two different customers.
No idea if this is what Dougal is talking about as that issue is quite hard to find.
I will do my best to try and get this resolved for you.

My views are my own, and may not necessarily represent those of my employer.

jonb

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#1304451 13-May-2015 12:27

This similar issue was also in a UFF fibre area:
http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=171428

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