Fibre Internet Down in Christchurch

Forums › Spark New Zealand (including Skinny and BigPipe) › Fibre Internet Down in Christchurch - Just Me?

Paul1977

5041 posts

Uber Geek

#239430 17-Jul-2018 14:03

@BigPipeNZ

Your service status page says everything is fine, but I cannot establish a PPPoE connection.

I have restarted router and ONT. ONT has the Power, PON, and LAN lights correctly lit up.

I am scheduled to transition from BigPipe to Spark on 23 July, but Enable have assured me they have not done anything yet. Seems like quite a coincidence though.

I am paid up until 26 July on BigPipe.

I've sent an email to support, but hoping I might get it resolved a little quicker through here.

Thanks

Home: Work:
Home Work

yitz

2074 posts

Uber Geek

#2057749 17-Jul-2018 14:19

Not aware of any faults on Enable today.

If you think you have been switched over to Spark early, try re-configure your router with a tagged WAN interface.

jnimmo

1097 posts

Uber Geek

#2057754 17-Jul-2018 14:26

Yeah looks like your connection or a BigPipe issue, the 2degrees/Spark circuits I monitor are happy

Paul1977

5041 posts

Uber Geek

#2057821 17-Jul-2018 15:32

yitz: Not aware of any faults on Enable today. If you think you have been switched over to Spark early, try re-configure your router with a tagged WAN interface.

Thanks, I'll try that tonight if I haven't heard back from BigPipe - although Enable said that the haven't done anything yet.

Too much of a coincidence to not be related to me changing ISPs though, I think.

Oblivian

7296 posts

Uber Geek

ID Verified

#2057832 17-Jul-2018 15:48

May not help your situation.. But worth a shot - with the 2am Enable outtage the other day In Rolleston, after an hr on the ph awaiting pickup to explain voice was fine, data was not (and cheating and calling biz for something else and double dipping the fault at same time on said phone) was advised to not reboot the ONT..

But trigger a port down reset - that is, leaving it off for 5+mins seems to get some bizzare ' FIBRE DOWN!' probe and reset.

Skeptical and against most logic, I left it off for 8mins. Powered it back up, boom. Data again.

Paul1977

5041 posts

Uber Geek

#2057833 17-Jul-2018 15:54

Oblivian:

May not help your situation.. But worth a shot - with the 2am Enable outtage the other day In Rolleston, after an hr on the ph awaiting pickup to explain voice was fine, data was not (and cheating and calling biz for something else and double dipping the fault at same time on said phone) was advised to not reboot the ONT..

But trigger a port down reset - that is, leaving it off for 5+mins seems to get some bizzare ' FIBRE DOWN!' probe and reset.

Skeptical and against most logic, I left it off for 8mins. Powered it back up, boom. Data again.

Thanks, can't hurt to try.

Paul1977

5041 posts

Uber Geek

#2057964 17-Jul-2018 18:15

Well, haven't heard back from BigPipe, even though they are meant to respond within 2 hours if your connection is down. Turns out it wouldn't have helped anyway:

Phoned Enable again, who once again assured me that they have made no changes on their end. This time they checked the connection and said that my router was not plugged into the ONT... that's strange.

Got home and unplugged router from ONT port LAN2 (which is the port the BigPipe connection has been on since I signed up a couple of years ago), and plugged into ONT port LAN1 instead. Connection came up, and with my BigPipe static IP.

So it seems Enable just randomly decided to change the ONT port supplying my BigPipe connection 6 days before my transition, and then had no record of how or why.

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#2058288 18-Jul-2018 11:49

Bit of a weird one Paul, but good to hear it's okay now. I was the one who sent you the message when you came through around disconnection advising that I'd cancelled your billing but not your service - I didn't put through a disconnection request because you were going to transfer your connection, so I'm at a loss as to why the port was randomly swapped.

Just wanted to clarify one thing - if you have any other problems related to your connection, or if anyone in future is reading this and is having problems with their connection, best practice is to submit an email to us on the Contact Us page rather than just emailing support@bigpipe.co.nz. The reason I say this is if you're selecting that it's any of the options under "Problem with my connection", it goes into the 2 hour SLA queue, otherwise you're sending an email that goes into the 24 hour queue. If it's marked as a connection problem, those are first priority. If you don't hear from us within 2 hours after submitting that ticket, we're available on live chat between 8am and 10pm.

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Paul1977

5041 posts

Uber Geek

#2058310 18-Jul-2018 12:32

BigPipeNZ:

Bit of a weird one Paul, but good to hear it's okay now. I was the one who sent you the message when you came through around disconnection advising that I'd cancelled your billing but not your service - I didn't put through a disconnection request because you were going to transfer your connection, so I'm at a loss as to why the port was randomly swapped.

Just wanted to clarify one thing - if you have any other problems related to your connection, or if anyone in future is reading this and is having problems with their connection, best practice is to submit an email to us on the Contact Us page rather than just emailing support@bigpipe.co.nz. The reason I say this is if you're selecting that it's any of the options under "Problem with my connection", it goes into the 2 hour SLA queue, otherwise you're sending an email that goes into the 24 hour queue. If it's marked as a connection problem, those are first priority. If you don't hear from us within 2 hours after submitting that ticket, we're available on live chat between 8am and 10pm.

Thanks @BigPipeNZ. Yeah, obviously a balls up on Enable's end as nothing is scheduled to happen until 23 July and they said that nothing had happened yet - but I'm pretty sure they are the only ones who could swap the port.

But I'm working now, and hopefully they handle the scheduled transfer next week without any more mistakes.

In regards to BigPipe response times: I initially did just send an email to support, but then noticed the comment in the autoreply about it being better to use the contact form, so I did that as well and chose the appropriate options to go into the 2 hour queue.

I submitted it via the contact form at 2:47pm, but didn't hear back until this morning at 8:27am. Since your support hours are 8am to 10pm, that actually made it over 7 hours to get a response. If I hadn't resolved the problem myself this delay would have been quite frustrating because the contact form had set an expectation of 2 hours.

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#2058320 18-Jul-2018 12:50

Ah, you did too - we close duplicate cases so two different people don't go back to customers at the same time, and the Urgent one was closed not the Non-Urgent, so that delay was on us - sorry about that.

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Paul1977

5041 posts

Uber Geek

#2058332 18-Jul-2018 13:31

BigPipeNZ:

Ah, you did too - we close duplicate cases so two different people don't go back to customers at the same time, and the Urgent one was closed not the Non-Urgent, so that delay was on us - sorry about that.

@BigPipeNZ No problem, in this instance it didn't matter anyway.