Chorus problem - serious

Forums › Spark New Zealand (including Skinny and BigPipe) › Chorus problem - serious

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1923 posts

Uber Geek

#431880 27-Jan-2011 16:09

If it's a place you have just moved into, and the previous tenant/owner has not canceled/released the line, is it possible that could be the issue???

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chrissie

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Master Geek

#432013 27-Jan-2011 23:05

No, that was the first thing I checked. The previous tenant cancelled their account with Telecom before they vacated - and indeed, Telecom has confirmed the line is available.

rugrat

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#432554 29-Jan-2011 13:10

I had same problem when going to naked dsl, took 4 to 6 weeks to sort out.

What problem was in end is there's two lines running into a house, a tech had to come out to change line over to other one on street as naked was connected to second line.

When went back to telecom, same problem, but this time could tell them myself the soloution.
Two days later tech turns up, tells me he's not sure what's to be done. So I tell him I think line needs changing over on street. All done in under 5 minutes and telecom dsl working.

Phone line was dead for calls until line changed over as well. Didn't have to cancel other internet connection with other company for telecom to connect up there connection so I was able to use old connection until line changed over, once line changed over I closed account with previous company.

chrissie

156 posts

Master Geek

#432672 29-Jan-2011 20:45

Latest, (not good) news:

Jack from Chorus rang me today and said the connection should now be working. I rebooted the router, but no joy and I told him so. He said he would check the wiring between the exchange and my house.

15 minutes later he turned up (I got to meet a Chorus technician - actually TWO! Hallelujah!!)

They checked the connection on the road and then the Dbox on the house - got a positive signal and a reasonable output. Still no joy from the router though.

A couple of days before I moved in (and after the previous tenants moved out), there as an "incident". The pump on the water tank developed a fault and started to leak into the house. I happened to notice it in good time and it was fixed that evening, but the edge of the carpet inside the house got pretty wet and the jackpoint is just above it. I asked Jack if it was possible that it had sustained water damage and he said yes, quite possible. HE DID NOT HOWEVER TEST IT!!

Now I know that strictly speaking he was under no obligation to do so, but come on, it wouldn't have hurt him, would it? He said to go back to my ISP and get Gavin to fix it. Gavin could probably do it, but that's not his area of expertise - he's a computer techician, not a telephone technician, after all. Plus he lives a 40 minute (chargeable) drive from my house.

Anyway, I've had zero luck finding an electrician who professes the ability to check a jackpoint for damage. One company I rang, told me it would cost me $200 to check it! I'm certain that can't be right.

I found a local technician, who said he would "try" and find time to come around to check it for me.

Meanwhile I consulted a retired electrical engineer friend of mine, who said that since it was insulated, there was no way it could have got damaged just by getting a bit wet.

So, that's where the matter stands. Gavin says he's getting positive signals from my system and can't see how that's possible if the jackpoint is damaged.

This is all very depressing and I just don't know what to do next.

chrissie

156 posts

Master Geek

#432674 29-Jan-2011 20:49

Oh yes, and Telecom is going to charge me $90!

Regs

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Snowflake

#432681 29-Jan-2011 21:20

chrissie:

They checked the connection on the road and then the Dbox on the house - got a positive signal and a reasonable output. Still no joy from the router though.

maybe the router itself is faulty. if planet has supplied it to you, get them to send out another one to test with.

Gavin says he's getting positive signals from my system and can't see how that's possible if the jackpoint is damaged.

This is all very depressing and I just don't know what to do next.

what exactly are 'positive signals from my system'? can he see your router authenticating? if so then it definately sounds either like a router hookup issue, or router malfunction.

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Geekzone

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#432684 29-Jan-2011 21:28

I suppose your ISP asked you to connect to the router via ethernet cable? Are you able to ping the router? Is it running the latest firmware? Is the authentication correct?

chrissie

156 posts

Master Geek

#432687 29-Jan-2011 21:40

The router was thoroughly tested at Planet (along with two others) before installing. It can't be that.

No, I'm connecting via wireless and it says local network - that's all I know. Gavin says I don't need to turn on the computer to check if the router is working. The internet button isn't lighting up. The others (WLan, power and ADSL) are all green.

Mauricio, I can't answer your questions, other than repeat that the router was thoroughly tested before it was brought out to my house. It worked fine in the Planet offices.

chrissie

156 posts

Master Geek

#432688 29-Jan-2011 21:43

By the way, I sent Gavin a link to this thread, and as far as I know, he had read it.

sbiddle

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#432709 29-Jan-2011 22:31

chrissie: The router was thoroughly tested at Planet (along with two others) before installing. It can't be that.

No, I'm connecting via wireless and it says local network - that's all I know. Gavin says I don't need to turn on the computer to check if the router is working. The internet button isn't lighting up. The others (WLan, power and ADSL) are all green.

Mauricio, I can't answer your questions, other than repeat that the router was thoroughly tested before it was brought out to my house. It worked fine in the Planet offices.

You really need to be logging into the router to see what that's saying and to look at the stats because right now that's a possible culprit, and the only way to see what the ADSL connections stats are.

Based upon those comments it could suggest that wiring isn't the issue (if the ADSL light is on), but that it's an incorrectly configured router.

chrissie

156 posts

Master Geek

#432715 29-Jan-2011 22:37

I don't think I know how to assess the stats - not sure what to look for.

chrissie

156 posts

Master Geek

#432716 29-Jan-2011 22:37

I haven't changed anything and Gavin is certain the router is configured correctly.

sbiddle

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#432724 29-Jan-2011 23:11

Looking at the ADSL stats and router configuration is your best option right now and the only way you can see what's going on. It could well be that something in there has been the issue all along. If it is configured correctly it will give enough information to troubleshoot further such as showing line stats etc which will clearly show if the problem is a cabling issue.

insane

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#432741 30-Jan-2011 01:08

Ok I've read this whole sorry thread from start to finish and it's pretty pathetic. I've seen this many a time before and all it takes is for your ISP to get onto telecom wholesale 's provisioning department and wait.

If this fault occurred after service was working it would be between your ISP and telecom wholesale faults to figure out, faults will then have the tunnel rebuilt or cables jumpered properly to resolve the fault.

HOWEVER, as this has never worked (since cutting over) it has to be logged as a failed self-install and the whole order is re-sent through the automated provisioning process. If required telecom wholesale (provisioning) will log a fault with telecom wholesale (faults) all for you behind the scenes.

Your ISP unfortunately cannot go directly to wholesale faults in this instance, even though the fix will be simple as it's never working as intended as per the original service request.

BTW, from the sounds of what Gavin has said you have DSL sync, so the phone jack will have nothing to do with it. It will come squarely down to a miss-jumpered phone pair at the exchange or a L2TP tunnel which needs re-building in the virtual sense.

chrissie

156 posts

Master Geek

#432809 30-Jan-2011 12:53

Thank you, insane - I'll make sure Gavin sees this. :)

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