[WXC/VFX] helpdesk ion hold turns into endless loop??

Forums › One NZ (including Farmside) › [WXC/VFX] helpdesk ion hold turns into endless loop??

alikaz

15 posts

Geek

#25825 2-Sep-2008 18:58

I've normally not had any problems with the helpdesk, however had been having frustrating problems over the past week

I haven't been able to call during normal business hours (as I'm not at my computer/router during these times) so have been calling from my cellphone between 6-8pm.

After waiting for approx 9minutes 45s the prerecorded announcement while on hold which says something along the lines "we are experiencing a high call volume, if you do not wish to continue to wait please call back at another time" starts into an endless loop picking up at the same point halfway through that same sentence. It keeps playing, and I am never actually sure if I am still in the queue or not?? I still haven't managed to speak to anyone on the phone (much easier than trying to type out my long winded problem!)

This has happened to me about 4 times in the past week...

does anyone have any ideas or is this a known bug with the phone system???

I'm not working tomorrow so will try and call during normal business hours...

and in the event anyone can help, my DSL line (on fusion) will not connect above 400Kbps up, 300Kbps down. Was working fine after my last troubles connecting at around 5.5Mbps, but now will not connect any higher than 400Kbps.
Is there something that could have been switched on my line, possibly at the exchange? There is a new cabinet which is supposed to be finished very shortly at the top of my road, would this have any effect on my connect speed?

cheers

coffeebaron

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#161659 2-Sep-2008 19:07

They will ask you this, so may as well ask it here: Have you plugged any extra phones in around the place somewhere, without a filter?
I suggest, go round every jack-point, and unplug everything. Plug in router only - no filter. See if this fixes issue.

Also, do you have a monitored alarm, (even if you don't use monitoring, it can still be connected to phone-line).

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alikaz

15 posts

Geek

#161667 2-Sep-2008 19:23

Yeah there is nothing plugged into any of the other jacks in the house - a guy from Chorus came around last time I had problems and disconnected all the other jacks in the house which fixed my last problem (unable to stay connected and low speeds).

No filters on the jack as I'm on fusion, and no house alarm either...I'm thinking it could be a wiring problem from the house to the street as last time the techs said there was no issue at the exchange...

Is it possible to be cap either on purpose or accidentally connect rates at the exchange?

coffeebaron

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#161670 2-Sep-2008 19:29

I've seen a few odd problems like this, so could be anything. Sometimes it's wring, sometimes it's a faulty port at exchange. I've got one customer at the moment with 250/700 (dn/up), downstream one third of upstream?? Strange.
Do post back the outcome.

Rural IT and Broadband support.

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

pistolpower

139 posts

Master Geek

#162258 4-Sep-2008 20:07

Allso if you didnt use the telephone cord provided when you brought the router to connect it to the jack then it might be missing a green earth wire and this adds line attenuation and gives you poor synch speeds. But no one ever says to check that lol.