No Internet ... Nine Days Now ...

Forums › Spark New Zealand (including Skinny and BigPipe) › No Internet ... Nine Days Now ...

DaveDog

336 posts

Ultimate Geek

#214818 30-May-2017 11:32

I've been without internet now for just over a week ... I got off to a reasonable start with support in trying to rectify the problem, and now I've not heard from them since Thursday - Emails are not replied to, and it's wearing a little thin...

This is how it's all transpired:

Sunday 21st May:

Internet stopped working, mid morning. I contacted the support desk and alerted them to the problem. Having done the normal things (restarted the Modem/Router, moved to another jackpointetc) it was suggested that the settings on the Modem may be incorrect (I've not heard of a Modem suddenly changing their settings, but lets explore it). Checked that they hadn’t – still not working.

It was suggested that the Modem could be faulty - Don't have a spare...

Tuesday 23rd May:

Borrowed another router, same result. Internet not working. Was told on the 23rd they were going to run a 24 hour test of the line. Waiting…

Thursday 25th May:

Was told that the Modem was disconnected from the network and they were going to run the test again. The modem WASN’T disconnected from the network (The fault is that the Modem connects, disconnects, connects). Still no internet.

Subsequent emails were sent on the 25th, the 28th and yesterday. No response and STILL no internet…

Is it time for me to just give up and move on perhaps?

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meow
13240 posts

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#1791644 30-May-2017 11:35

Ouch! I am guessing you're on ADSL/VDSL? @JoshBigPipe mind taking a look?

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Coil

6614 posts

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Inactive user

#1791657 30-May-2017 11:39

You could try suggesting to them your experiencing a DSL fault and they should book a tech.
Sounds like the staff member your dealing with is exceptionally incompetent.
Running a 24 hour line test on a line with (i suspect) no DSL is really going to work Einstein.

Sounds like a physical fault on the line, Changing ISP wont solve anything unless there are physical changes.

robjg63

4096 posts

Uber Geek

Subscriber

#1791668 30-May-2017 11:53

Hmm - a couple of complaints about Bigpipe in the last few days - is this a trend?

Email support is ok if they are read and responded to - but a non response and no methods of communication would make for a lot of frustration.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

DaveDog

336 posts

Ultimate Geek

#1791698 30-May-2017 12:37

Yep - You're right ... It's ADSL currently.

michaelmurfy:

Ouch! I am guessing you're on ADSL/VDSL? @JoshBigPipe mind taking a look?

michaelmurfy

meow
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#1791703 30-May-2017 12:40

robjg63:

Hmm - a couple of complaints about Bigpipe in the last few days - is this a trend?

Email support is ok if they are read and responded to - but a non response and no methods of communication would make for a lot of frustration.

It is hard to diagnose what the issue is quite often from the ISP's end. Often, people will say "My WiFi is not working" and leave it as that and not know how to do basic troubleshooting. Because of this, ISP's often have to start on the basics to ensure it isn't a Pebkac and only from there send a Chorus tech out (since customers refuse to pay the $130 no fault found fee). I would say this is where it is sitting.

DaveDog:

Yep - You're right ... It's ADSL currently.

You also tried the online chat on their website?

DaveDog

336 posts

Ultimate Geek

#1791705 30-May-2017 12:44

I don't have issue with them going through the basics - have you restarted the router, have you checked the settings are as follows, have you tried another jack-point - perfectly understandable and quite often it'll probably solve most of the issues.

I've just been on their website - don't see online chat anywhere - but one would think given I've logged the issue with their app (to start with) and we've had communication via email - that I shouldn't now need to go hunting for a channel of communication to resolve the issue.

michaelmurfy:

robjg63:

Hmm - a couple of complaints about Bigpipe in the last few days - is this a trend?

Email support is ok if they are read and responded to - but a non response and no methods of communication would make for a lot of frustration.

It is hard to diagnose what the issue is quite often from the ISP's end. Often, people will say "My WiFi is not working" and leave it as that and not know how to do basic troubleshooting. Because of this, ISP's often have to start on the basics to ensure it isn't a Pebkac and only from there send a Chorus tech out (since customers refuse to pay the $130 no fault found fee). I would say this is where it is sitting.

DaveDog:

Yep - You're right ... It's ADSL currently.

You also tried the online chat on their website?

DaveDog

336 posts

Ultimate Geek

#1791711 30-May-2017 12:45

As a side note... This little ditty on the website annoys me currently...

If you have a connection problem we'll get back to you within 2 hours during our support hours. Our support staff are active between 8am to 10pm, 7 days a week. For other queries we'll reply within 24 hours.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

JoshBigpipe

122 posts

Master Geek

Trusted

BigPipe

#1791749 30-May-2017 13:55

DaveDog:

I've been without internet now for just over a week ... I got off to a reasonable start with support in trying to rectify the problem, and now I've not heard from them since Thursday - Emails are not replied to, and it's wearing a little thin...

This is how it's all transpired:

Sunday 21st May:

Internet stopped working, mid morning. I contacted the support desk and alerted them to the problem. Having done the normal things (restarted the Modem/Router, moved to another jackpointetc) it was suggested that the settings on the Modem may be incorrect (I've not heard of a Modem suddenly changing their settings, but lets explore it). Checked that they hadn’t – still not working.

It was suggested that the Modem could be faulty - Don't have a spare...

Tuesday 23rd May:

Borrowed another router, same result. Internet not working. Was told on the 23rd they were going to run a 24 hour test of the line. Waiting…

Thursday 25th May:

Was told that the Modem was disconnected from the network and they were going to run the test again. The modem WASN’T disconnected from the network (The fault is that the Modem connects, disconnects, connects). Still no internet.

Subsequent emails were sent on the 25th, the 28th and yesterday. No response and STILL no internet…

Is it time for me to just give up and move on perhaps?

Argh, this doesn't sound good. Sorry for the inconvenience, @DaveDog. Can you please PM me the email address you use for Bigpipe and I'll follow up as soon as possible?

www.bigpipe.co.nz

https://www.facebook.com/BigPipeNZ

https://twitter.com/BigPipeNZ

JoshBigpipe

122 posts

Master Geek

Trusted

BigPipe

#1791750 30-May-2017 13:58

TimA:

You could try suggesting to them your experiencing a DSL fault and they should book a tech.
Sounds like the staff member your dealing with is exceptionally incompetent.
Running a 24 hour line test on a line with (i suspect) no DSL is really going to work Einstein.

Sounds like a physical fault on the line, Changing ISP wont solve anything unless there are physical changes.

It does sound like a physical fault on the line, but to your point (unless something has gone quite amiss) we wouldn't be running a 24 hour test on a line unless we can see at least intermittent DSL from our end - which it sounds, even from the description in this thread, like we can.

We run these tests because it enables us to have the data / a good reason to escalate the case to Chorus. I understand that it can be frustrating for the customer to have no or intermittent internet while this goes on, but it's part of enabling us to actually fix the problem.

www.bigpipe.co.nz

https://www.facebook.com/BigPipeNZ

https://twitter.com/BigPipeNZ

DaveDog

336 posts

Ultimate Geek

#1791753 30-May-2017 14:01

Right - We might be getting somewhere now ...

Ticket has been raised with Chorus and fingers crossed the end is in sight ... Will keep you all posted ...

Coil

6614 posts

Uber Geek
Inactive user

#1791775 30-May-2017 14:44

JoshBigpipe:

TimA:

You could try suggesting to them your experiencing a DSL fault and they should book a tech.
Sounds like the staff member your dealing with is exceptionally incompetent.
Running a 24 hour line test on a line with (i suspect) no DSL is really going to work Einstein.

Sounds like a physical fault on the line, Changing ISP wont solve anything unless there are physical changes.

It does sound like a physical fault on the line, but to your point (unless something has gone quite amiss) we wouldn't be running a 24 hour test on a line unless we can see at least intermittent DSL from our end - which it sounds, even from the description in this thread, like we can.

We run these tests because it enables us to have the data / a good reason to escalate the case to Chorus. I understand that it can be frustrating for the customer to have no or intermittent internet while this goes on, but it's part of enabling us to actually fix the problem.

Yep they can greatly assist you with fault confirmation or diagnosis. Intermittent DSL and interference can be greatly assisted by one of these tests.

How ever, OP didnt state the nature of a DSL fault but has been COOS for 9 days now. It sounded like the typical "Well do this for 24 hours and get back to you spiel" that i heard a LOT when at Vodafone.

JoshBigpipe

122 posts

Master Geek

Trusted

BigPipe

#1792181 31-May-2017 10:11

Yep they can greatly assist you with fault confirmation or diagnosis. Intermittent DSL and interference can be greatly assisted by one of these tests.

How ever, OP didnt state the nature of a DSL fault but has been COOS for 9 days now. It sounded like the typical "Well do this for 24 hours and get back to you spiel" that i heard a LOT when at Vodafone.

Yeah, I can see why it might look that way, but you can be sure that our team doesn't do 24hr tests for no reason - OP isn't being fobbed off. There's always the chance that mistakes get made, of course (and it looks like there has been an incidence of slow response, which is our bad) but the troubleshooting is solid. OP has Chorus looking into the issue now so hopefully there'll be a resolution soon.

www.bigpipe.co.nz

https://www.facebook.com/BigPipeNZ

https://twitter.com/BigPipeNZ

DaveDog

336 posts

Ultimate Geek

#1793025 1-Jun-2017 11:56

Just an update - Chorus came to visit yesterday, they didn't need to access inside the house and I've had working/functional internet ever since. Yay...

michaelmurfy

meow
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#1793043 1-Jun-2017 12:33

DaveDog:
Just an update - Chorus came to visit yesterday, they didn't need to access inside the house and I've had working/functional internet ever since. Yay...

Did they tell you what the problem was?

hio77

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Lizard Networks

#1793047 1-Jun-2017 12:38

michaelmurfy:
DaveDog:

Just an update - Chorus came to visit yesterday, they didn't need to access inside the house and I've had working/functional internet ever since. Yay...

Did they tell you what the problem was?

fully expecting the default hr in ct response ;)

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