[WXC/VFX] Line maintenance charges - clarification required please

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ajhphd

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#28713 9-Dec-2008 13:20

I need some clarification of who to contact and what the charges could be (if applicable).

POTS is supplied by Telecom NZ. (Line maintenance included)
ADSL broadband is supplied by Xnet.

The problem is when it rains (like all of last night) my ADSL modem decides to sync at near dial-up speeds, currently just 200 kbps. After some fine weather days the modem sync regains it's normal values.

My suspicion is that rain/moisture is getting into a connection somewhere between exchange and house, but of course it could be within the house.

1) The line maintenance, paid monthly to Telecom, is for POTS wiring inside the house. True? What is the demarcation point between network and house, Is it the connection box underneath the eaves of the house? (I presume that the box itself is part of the network since there are some unusual triangular screws holding the cover on.)

2) Should my first phone call be to Telecom or Xnet?

3) What is the process for the technician for investigating the problem? I was once told that the technician would start at the exchange and work towards the house checking each connection in the line. Is this accurate?

4) If the problem is on the network side of the demarcation point then Telecom is responsible to rectify and pay for the fault. If the problem is on the house side of the demarcation point then it is my responsibility to rectify and pay for, which I have "insured" against by paying Telecom a monthly "line maintenance" fee. Therefore, I should contact Telecom in all circumstances re faults, POTS or ADSL. (?)

5) If I was to move to the Fusion plan with WxC and my POTS number became a VOIP number on top of a naked DSL connection then I would contact WxC in all circumstances. I understand that I am responsible for the wiring on the house side of the demarcation point, and there is no insurance "line maintenance" fee available, but who pays for the faults on the network side of the demarcation point?

richms

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#182980 9-Dec-2008 13:44

If your phone gives issues in the rain as well, then call your phone provider, if its just the adsl then call xnet. In either case your wiring maintanance covers the internal wiring unless it ends up being a plug in filter, in which case you end up with a callout fee.

Richard rich.ms

xpd

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#182987 9-Dec-2008 13:55

And dont be so sure that its your end getting wet etc... I had similar issues that whenever it rained, the net went to crap. Long story made short, turns out some wiring at the exchange was stuffed - why it played up when it was raining, who knows, but its been fine ever since.

XPD / Gavin

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coffeebaron

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#182989 9-Dec-2008 14:03

My advice, get it sorted now before you go Fusion. The wire maintenance will cover your internal wiring now, but if you go Fusion with a DSL fault, it will cause havoc and cost ya later if it's internal wiring.

Perhaps upgrade to a full connection with master filter, and make sure they run you a new cable from demarc (if practical). This should prove the fault on one side or the other, and make it easy to change to N-DSL (ya just chop out the filter later).

If you're a Westie (Auckland), I can help with your internal wiring, and possibly test on rainly day.

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Broadband troubleshooting and master filter installs.
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honem

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#183064 9-Dec-2008 17:08

1) The line maintenance, paid monthly to Telecom, is for POTS wiring inside the house. True? What is the demarcation point between network and house, Is it the connection box underneath the eaves of the house? (I presume that the box itself is part of the network since there are some unusual triangular screws holding the cover on.)

As I understand it from my time working for telecom this is correct.

From the telecom website under "What are the "Home Line" and "Wire maintenance contract charges for" ?

"The wire maintenance contract is a monthly charge that covers the cost of maintaining the wiring inside your house if you have signed up for our optional standard wiring maintenance service."

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2) Should my first phone call be to Telecom or Xnet?

Xnet unfortunately. You'll need to go through the little hoops they have before they escalate it further (ie reset your modem etc etc). They need to open a ticket with their higher support team who I think then open a ticket to go to telecom (at least that's how it worked when I worked at Telecom).

If you call Telecom they will advised you to contact your ISP

3) What is the process for the technician for investigating the problem? I was once told that the technician would start at the exchange and work towards the house checking each connection in the line. Is this accurate?

A telecom accredited communications company technician will come out to your house and investigate the problem. If he deems it due to normal wear and tear he'll note it as such on his work order. If it's not due to normal wear and tear on the phone line then he may ask you.

At least that's what my research on Sherpa uncovered after the latest Fair Go story on them when I was working at Telecom.

4) If the problem is on the network side of the demarcation point then Telecom is responsible to rectify and pay for the fault. If the problem is on the house side of the demarcation point then it is my responsibility to rectify and pay for, which I have "insured" against by paying Telecom a monthly "line maintenance" fee. Therefore, I should contact Telecom in all circumstances re faults, POTS or ADSL. (?)

To put it simply under the contract Telecom have with the government they are responsilbity to pay for any problems on the network side of things. The wire maintence fee only covers damages due to normal wear and tear as judged by a Telecom contracter. So yes if you decide to dig up your yard and sever the phone cable from the network side to the house yes you will have to pay for it (not that I'm saying you have done this or will do this it's just an example)

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ajhphd

37 posts

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#183077 9-Dec-2008 17:38

Thanks for replies.
Already have hard-wired filter.
Already contacted Xnet, who have suggested requisite modem resets etc.. connection up to 600 kbps but still not near typical 1000-1500 kbps sync rates
Thanks for offer, coffeebaron, but traveling west from Auckland is the long way to Hamilton ;-) Cheers