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#250685 21-May-2019 17:30
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We have got a new Spark phone line setup on a new house. Currently it was plugged into the POTS1 line on the ONT. Ever since it was setup, it keeps losing it's phone connection, and I have to contact spark multiple time each time it goes down via online chat to get it working again, which they do eventually get it working. The internet seems ot be fine, it only affects the phone line. It has been impossible to get through to technician directly, and each time I have to chat with a different person and reexplain it. 

 

I have tested mulitple phones on it when it goes down, and they all have the same problem, so the phone isn't the problem. Also when it goes down, the POTS light on the ONT does not light up when I pick up the receiver, which it does when it is working.

 

The electrician has been today to install a phone module so that multiple phone lines could be split off POTS1, and  patched around the house. The module the electrican has installed is this one, without the test-in test-out ports and link cable.  http://www.electricsmarts.com/industry/smartecat/product/view/Hubbell/NSOMTM12.

 

However the phone line on POTS1 was down again today, so they couldn't get any dial tone to test it with on POTS1. I later contacted spark via online chat, and it started working again during that chat. I then connected the POTS1 line into the hub (voice line input 1), which is patched to phones around the house from the outputs below (1,2,3,4 ports), but none of those phones connected to the hub have a dial tone. When I plug a phone directly back into the ONT again on the POTS1 line, there is a dial tone again. I don't think the two issues are related. . Anyone know if this is the correct type of module they should be using?  Or should they be using something else? Or am I missing something here. At my current house, the POTS1 line is just plugged into all the existing old  BT jackpoints and all the phone lines just work. 


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  #2242528 21-May-2019 17:49
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'That VDSL Cat'
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  #2242608 21-May-2019 19:47
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Sounds like a config issue.

DM me your details and I'll repush and validate it.




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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


 
 
 
 




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  #2242818 21-May-2019 23:04
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Thanks. I got an email from no-reply@spark.co.nz to say it had been escalated to the network suplier, and they needed more information from me, and I needed to get online to use online chat, warning me that if I don't do this, the ticket would be closed.. 45 minutes of waiting and chatting, and the person I was chatting to had no idea what information was being requested. So something isn't working with the process of resolving faults. However they did tell me that there was an outage on 06 numbers today. I told them that there is no such outage on the spark maps, nor was that the reason I was given earlier today when the line was fixed why on online chat. They said the outage map hadn't been updated to show the outage. I have checked now, and it still shows no outages. So I don't think that has anything to do with the problem at all. The thing is that the 'track my fault' page has no way of adding information, or them asking me questions. It relies on using online chat, which doesn't seem to be linked to it.It does make me wonder if these systems do get quality checked to make sure they work for customers.

 

 




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  #2243935 23-May-2019 16:32
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Notice the phone line was down again after someone said they had tried to phone but it didn't connect. Checked it, and there was no dial tone. Hopped back onto online chat, and they fixed it while chatting, by resetting something at their end. Apparently it is being looked into, although they initially said that their were landline outages again with 06 numbers, which if this was true they would have updated the status page, as apparently it has been going on for days. But the problem I am having seems unrelated to that, as it has been going on for at least 7 months on this line. The odd thing is that it is only the landline component, and the internet connection is unaffected.  Anyone else come across this type of problem, which  I am guessing it is at sparks end if it is able to  fixed / reset quickly via online chat?


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  #2243942 23-May-2019 16:47
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Totally forgot to reply to you, i repushed the profile the other day but all looked well...

 

Looking again.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 




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  #2243949 23-May-2019 17:15
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hio77:

 

Totally forgot to reply to you, i repushed the profile the other day but all looked well...

 

Looking again.

 

 

 

 

Thanks. It is good for a day or two, and then loses it's dial tone again. Also there is no light on POTS when the receiver is picked up when it is down..


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  #2244057 23-May-2019 18:23
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mattwnz:

 

hio77:

 

Totally forgot to reply to you, i repushed the profile the other day but all looked well...

 

Looking again.

 

 

 

 

Thanks. It is good for a day or two, and then loses it's dial tone again. Also there is no light on POTS when the receiver is picked up when it is down..

 

 

When it goes like this, can you try making an outbound call for me?





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


 
 
 
 


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  #2244063 23-May-2019 18:38
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hio77:

When it goes like this, can you try making an outbound call for me?



Feel free to rope me in here too.
When it goes down I can see what the ONT thinks is going on.

@hio77 - I just need the usual info.

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  #2244067 23-May-2019 18:48
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BMarquis:
hio77:

 

When it goes like this, can you try making an outbound call for me?

 



Feel free to rope me in here too.
When it goes down I can see what the ONT thinks is going on.

hio77 - I just need the usual info.

 

As you wish, it's yours if it's not just the sleepy dialtone thing ;)





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 




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  #2244284 23-May-2019 22:17
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Thanks. @BMarquis @hio77 I can already answer this one, as I did test it previously when it occurred. When it occurs I can't dial out at all. Also the POTS light on the ONT doesn't light up when I pick up the receiver to dial out. When it is work , it does light up. Also noone can dial in when it goes down, and there is no ringing in. I think the caller gets an engaged or similar tone when trying to call in.


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  #2244287 23-May-2019 22:23
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mattwnz:

 

Thanks. @BMarquis hio77 I can already answer this one, as I did test it previously when it occurred. When it occurs I can't dial out at all. Also the POTS light on the ONT doesn't light up when I pick up the receiver to dial out. When it is work , it does light up. Also noone can dial in when it goes down, and there is no ringing in. I think the caller gets an engaged or similar tone when trying to call in.

 

 

Right ok, thanks for confirming..

 

Something else in that case, which would typically not be an easy button click fix perssay..

 

 

 

ONT is checking out fine, SIP itself is not showing any signs of issues. next step is for a deeper chorus check.

 

I'll reach out Brent tomorrow with the relevant details.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


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  #2244312 24-May-2019 05:39
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sure its not a handset issue? what hand sets are you using?


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