Help! From the symptoms, any suggestions where the fault lies? Flip/Chorus/Unlimitedinternet.co.nz

Forums › New Zealand Broadband › Help! From the symptoms, any suggestions where the fault lies? Flip/Chorus/Unlimitedinternet.co.nz

samgab

89 posts

Master Geek

#179436 8-Sep-2015 19:29

Something weird happened with my ISP changeover today, and I wonder if I describe the symptoms, if anyone can suggest what might be the problem? The three players involved, Flip, Chorus, and unlimitedinternet.co.nz (plus me makes four) don't seem to know the cause and are all pointing fingers in other directions.

So here's the scenario:
I live at an address which has 2 houses, separate households, on one single postal address.
I was connected to FLIP, but because I want a static public IP address, I decided to switch to unlimitedinternet.co.nz (hereafter UINZ).
During the process, UINZ, contacted me and explained that because there are two lines coming into this address, they need the ASID for my line. I emailed FLIP, obtained the ASID number, and emailed it to UINZ. So far so good.

Today the change happened while I was at work.
I got home to find that my internet was still up and connected, and hadn't been disconnected, as I was on a dynamic IP with FLIP, plus they use CGNAT, so it's usually a different IP address every time I check. This time, my IP address was unchanged since this morning, and I was still connected to FLIP.

No drama. I logged into my router, and changed it to the correct settings for my new ISP. PPPoA, 0/100, VCMUX, new username and pword.
Saved settings, rebooted router.

The router found sync, and connected to the internet. But it still had a dynamic FLIP public IP address, issued by FLIP. Weird.
Rebooted router. Again, a new dynamic FLIP ip address. (I am talking about the public IP, the one returned if you go to what's my IP.com.)

Called UINZ, who advised that I do a complete factory reset of my modem, and redo the settings from scratch.
I did so, making sure I put the right settings in. Rebooted.
Again, connected to internet with FLIP issued public IP, even though I was using my UINZ username and pword.

Called FLIP, who said it might help if they completely cancelled my account, which they did.
I rebooted the router again.
This time, it found sync, but was unable to connect to the internet, coming up with an error of "authentication with ISP failed".

Spoke to UINZ again, who said it might be one of the settings in my modem, or a Chorus problem, or my neighbour's problem, etc.

-Neighbour's (same address/section) internet is fine, hasn't been touched.
-My modem is new. TP-Link TD-8840T. Worked fine before today.
-The settings in the modem have all been checked and double checked. There isn't that much to change.
-Why was I still connecting with a FLIP IP adr. after the change had been done?
-FLIP turning off my account in software stopped me connecting to the internet.

These things make it seem likely to me that the problem is at UINZ's end, as I've pretty much ruled out my modem, FLIP, and Chorus.
Any other ideas? Cheers!

toejam316

1466 posts

Uber Geek

Trusted

Lifetime subscriber

#1381983 8-Sep-2015 19:47

UINZ or Chorus have gone wrong somewhere. The service order for your transfer to UINZ wasn't lodged or completed, and now that you've cancelled your FLIP, I imagine the cancellation is going to override the service order you put in with UINZ.

If you can, talk to Flip to see if you can cancel the cancellation, and talk to UINZ about the status of the service order they lodged with Chorus. The work the Chorus Contractor needs to do is very minimal - should be just run a jumper to swap the port from your Flip port to your UINZ port.

I have a feeling that UINZ or Chorus have fouled up your service order somehow.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

samgab

89 posts

Master Geek

#1381985 8-Sep-2015 19:55

toejam316: UINZ or Chorus have gone wrong somewhere. The service order for your transfer to UINZ wasn't lodged or completed, and now that you've cancelled your FLIP, I imagine the cancellation is going to override the service order you put in with UINZ. If you can, talk to Flip to see if you can cancel the cancellation, and talk to UINZ about the status of the service order they lodged with Chorus. The work the Chorus Contractor needs to do is very minimal - should be just run a jumper to swap the port from your Flip port to your UINZ port. I have a feeling that UINZ or Chorus have fouled up your service order somehow.

Cheers for that info... I think you're right.
I thought that was a good idea to try to reinstate my FLIP account until the other side gets sorted, I'm paid up until the middle of the month.
But I can't even log into my FLIP account, it's been completely wiped out already! That was fast! So I'm pretty sure they won't be able to go through the whole process of bringing it back again. Turning it off was part of the troubleshooting, but I may have jumped the gun on that one, cos now I'm without internet until Chorus and UINZ can work out who's done what incorrectly... Bugger.

I'll have to wait until tomorrow to do more chasing up with UINZ, as their tech support is only from 10am 'til 4pm, and they indicated it could be 2 further days or more before a Chorus tech could go back and take a look at the exchange. It's amazing how much I find I depend on the internet! I have a little bit of data via my phone, which is how I'm posting this, but I'll be desperate before 2 days have passed!

NonprayingMantis

6434 posts

Uber Geek

#1381989 8-Sep-2015 20:03

it won't be Flip.

Either UINZ have place the order wrong, or Chorus tech has bodged up the jumpering. Either way, it's UIN who need to step up and put it right (since you can't deal with Chorus).

toejam316

1466 posts

Uber Geek

Trusted

Lifetime subscriber

#1381991 8-Sep-2015 20:06

NonprayingMantis: it won't be Flip.

Either UINZ have place the order wrong, or Chorus tech has bodged up the jumpering. Either way, it's UIN who need to step up and put it right (since you can't deal with Chorus).

And given that he still had Flip service right up until he cancelled it, I'd say that the service order never made it to the installer for completion, or the service order made it and the technician misread the order and incorrectly jumpered the wrong cable pair.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

samgab

89 posts

Master Geek

#1382012 8-Sep-2015 20:12

NonprayingMantis: it won't be Flip.

Either UINZ have place the order wrong, or Chorus tech has bodged up the jumpering. Either way, it's UIN who need to step up and put it right (since you can't deal with Chorus).

Yeah, I'm pretty sure you're right.

I'm trying to figure out if what happened points to Chorus stuffing up:
-My internet had NOT gone down during the entire day while the change was supposed to have happened
-Somehow I was still connecting to the FLIP servers... I don't understand how that could happen if I'd been physically re-patched.
-UINZ couldn't see my modem from their end.
-Chorus say they did the change and the problem is my modem settings? How could that be?

Everything seems to point to Chorus not changing my circuit, as far as I can figure out. But they said they had, and I even provided an ASID so they'd get the right circuit...

Oh well, I guess it's just one of those mistakes happen, situations. That doesn't really bug me at all, I've been a tech and understand that it can be easy to grab the wrong wire on a bad day. But it's the downtime afterwards, 2 days to go back and fix the mistake that bugs me... Well, I'll give them the benefit of the doubt and maybe they'll sort it all out tomorrow. Fingers crossed...

samgab

89 posts

Master Geek

#1383477 9-Sep-2015 14:58

Thanks for the assistance toejam and nonprayingmantis...
I got home from work today, plugged in the modem, and it connected right up.
The Chorus technician had been back to the exchange and done the jumpering correctly this time... So not a fault with my modem as Chorus tried to claim without even checking anything...
So I'm all up and running now, with static IP address, and happy as a pig in mud. Well, the speed isn't that great, but it's better than no internet at all: