I would appreciate some advice - I've had moderately crappy broadband from VF for several years, but never worse than a modem reboot required every so often and low speeds sometime (4Mbps). My wife hit them up for a better deal which, unknown to us, took us off VF Red and onto Chorus infrastructure. Since then we've had multiple disconnects per day (up to 100) with speeds constantly cycling in steps between 0 and 10 Mbps. We're 2.5 km from the exchange on ADSL2 and not going to get fibre for another 18 months. Our landline has always been noisy and my working assumption is that the Chorus kit is less able to cope with it.

 

 

We started logging calls with VF 2-3 months ago. it's hard to get them to talk about the dates on old calls. Their first step was to replace out SHG1500 with an Ultrahub. When that didn't work they called in Chorus who came into the house and told my wife the problem was outside. Chorus then spent 2-3 weeks extending the resolution date, told us they had fixed a bad connection and quietly closed the job, leaving us with the same issue. We opened a new job on Jun 16, a month ago, but this one also seems to have been quietly closed. VF started suggesting that there was a known issue with Ultrahubs and ADSL requiring a firmware fix but now say this isn't in play. A week ago VF ran a 12 hour test on our line with handsets disconnected but we haven't heard anything about results. I've been away for a week and come back to find 1000 cuts over 9 days and constant drop-outs. I called VF again and they say they will relog the job (again) with Chorus as a 'repeat problem' and push for a fix. I had a couple of questions for anyone who cares to advise, please:

 

 

1) The best I get out of the call centre is a text from the latest operator who I can contact some time in the future (if they're at work) but no expectations set on hearing back from them or a resolution. I've been through this loop multiple times and keep getting fobbed off with mobile data top-ups. Is it worth demanding escalation to a supervisor?

 

 

2) I assumed that Chorus had determined on their first visit whether the fault was caused upstream or downstream of the wall jack, but they seem to have just looked for problems on the external line and walked away saying they can't find anything. I have a filter in the wall jack and an extension to downstairs. I'm getting really tempted to disconnect everything from the incoming line but the modem. Is this worth doing (given I'll have to locate a tool & risk screwing it up) or should I leave it to Chorus to establish if I really have an inside wiring issue?

 

 

Thanks