VDSL in Dunedin - no connection

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michael001

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#183754 29-Oct-2015 06:51

Good Morning,

I have moved to Dunedin from Auckland, staying with Bigpipe for VDSL. Great ISP.

I have an issue though, the guys and girls working on the helpdesk must be busy because I'm having trouble getting any speedy responses. And quite frankly, the weekend approaches and I was really hoping to have my internet connected so I can prepare for the new job on Monday.

I have moved into a property on the hill which previously had ADSL2. The previous occupant said he could connect to ADSL with Slingshot at a couple of jackpoints in the house. Which he would connect directly with a RJ11 too.

I have plugged a RJ11 cable directly from the VDSL modem into one of the known working jackpoints and get a couple of flashes on the DSL light every so often, but no connection. I have tried three different RJ11 cables. Though most of my equipment is still in transit, so I don't have spare modems and other equipment to test etc.

In Auckland I had a VDSL jackpoint installed and a slightly different cable (square end resembling a network cable) that plugged into it.

My understanding of VDSL is relatively high level only, I thought VDSL was only meant to work at a single jackpoint? So, do I need to install a VDSL jackpoint to resolve this?

If so, do you know anyone in Dunedin that could do this today or tomorrow?

andrewNZ

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#1415869 29-Oct-2015 06:56

The single jackpoint is a result of having a master filter installed. Do you have one?

Where in Dunedin are you?

michael001

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#1415872 29-Oct-2015 07:04

Kenmure Road, near the middle.

The previous occupant plugged his cable directly into the wall socket, but could plug his modem into two sockets in the house.

Not sure if this means a master filter is installed or not.

michael001

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#1415873 29-Oct-2015 07:07

Is there anything I can do to check if a master filter is installed?

andrewNZ

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#1415922 29-Oct-2015 08:52

Sounds to me like a master filter is not installed.

My first guess here is that there is a problem with the new connection. Without a master filter, I think you should at least get a connection, it just might not be great.

andrewNZ

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#1415923 29-Oct-2015 08:53

Have you tried the third jackpoint?

michael001

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#1415924 29-Oct-2015 08:57

Cheers for the reply.

The modem is getting a periodic couple of flashes on the DSL light when plugged directly into the wall socket. Which doesn't happen when plugged into the third wall socket that is confirmed to be disabled.

I have asked Bigpipe if they can see anything attempting to make a connection but no reply since yesterday.

Mighty Ape

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michael001

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#1415979 29-Oct-2015 09:54

Bit hard to type on phone but..

Brought a laptop to the house, logged in to modem and...

LINK DOWN.
all zeros for xdsl statistics.
Absolutely no dsl signal at all.

Tried all jackpoint in the house, identical results.

I guess this confirms your diagnosis Andrew. Something has gone wrong in the install.

Sent another email to bigpipe, but still only silence. Bit of an eye opener, I've always had such good service :-(

JoshBigpipe

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BigPipe

#1416033 29-Oct-2015 11:10

Hey, sorry to hear about this. Can definitely see why it's frustrating, and we've escalated the case to urgent, so it'll be sorted ASAP.

We looked in to why you hadn't been contacted about this sooner and it turns out you'd been replying to an earlier help thread that was labeled non-urgent. We should have picked up that the problem was urgent and changed the case priority, but if you ever have any more connection trouble, send support a new email at https://www.bigpipe.co.nz/contact-us under the "Problems with my broadband" heading - all connection trouble emails are automatically classed as urgent, so you'll get the quick service you need.

Let us know how you go, keen to get this sorted for you.

www.bigpipe.co.nz

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michael001

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#1416036 29-Oct-2015 11:16

Thanks. Good to know you're on the case - I knew there had to be a reason why we'd gone into radio silence. I will make sure I start a new email thread next time the circumstances change away from the original conversation. My mistake.

Now comes the nervous wait...

Do connections 'fail' often? Seems odd to me.

Cheers Josh.

JoshBigpipe

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BigPipe

#1416054 29-Oct-2015 11:43

Do connections 'fail' often? Seems odd to me.

It depends - when a customer is transitioning from one ISP to another, connections rarely fail. When it's a new connection, a move of house, or a connection that otherwise requires a technician to visit a premises, the failure rate (in our experience) is around 5 - 10 percent.

Often it's quite difficult to diagnose up-front as the failure can be at any one of several different points.

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michael001

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#1416101 29-Oct-2015 13:24

Honestly guys, you have a cracking good service here. I am very impressed, time after time after time.

The situation is all resolved, the technician knocked on the door and said whatever the issue was in the cabinet he fixed it... he was muttering something about "they" leaving something and he did something with a jumper or something - he was talking in tongues I suspect.

But all resolved. Big thumbs up.

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JoshBigpipe

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BigPipe

#1416105 29-Oct-2015 13:29

Fantastic! Really pleased to hear it's all sorted. Let us know if any further issues, but you should be all good from here on out.

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