Do I Risk a $270 Chorus Fee?

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alasta

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Topic # 107082 6-Aug-2012 20:57

Hi - I'm looking for a bit of advice as to how to proceed with this problem.

My DSL connection was supposedly set up today and in preparation for this I bought a Draytek Vigor 120 based on advice from Geekzoners. Tonight I plugged the modem in and entered the correct settings provided by my ISP but when I try to connect there is a message that says "starting PPP" and then eventually after a long time it changes to "PPP shutdown" and nothing further happens.

I called my ISP and they noted that that the DSL indicator on the modem is lit up steadily but they can't see me having a connection from their end which means that Chorus have probably linked up the wrong pair. The catch is that if they get Chorus to have a look at it and the problem turns out to be something wrong with my equipment then there's a $270 callout fee that I will have to pay.

I don't know what to do now. How sure can I be that the problem is actually with Chorus? Is there anything else I can try to test that the modem has the correct settings and is not faulty? Is it reasonable for me to have to pay this $270 if Chorus find that the problem is not within their area of responsibility? As someone who is not overly tech savvy would I be better to just pay someone to come and help me knowing that it would be cheaper than the $270 fee that I'm at risk of getting hit with?

Any help would be appreciated.

https://cdn.geekzone.co.nz/imagessubs/cc4add9b950888c07fbed84528c82d3d.jpg

mattwnz

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Reply # 668572 6-Aug-2012 21:03

alasta: Hi - I'm looking for a bit of advice as to how to proceed with this problem.

My DSL connection was supposedly set up today and in preparation for this I bought a Draytek Vigor 120 based on advice from Geekzoners. Tonight I plugged the modem in and entered the correct settings provided by my ISP but when I try to connect there is a message that says "starting PPP" and then eventually after a long time it changes to "PPP shutdown" and nothing further happens.?

I called my ISP and they noted that that the DSL indicator on the modem is lit up steadily but they can't see me having a connection from their end which means that Chorus have probably linked up the wrong pair. The catch is that if they get Chorus to have a look at it and the problem turns out to be something wrong with my equipment then there's a $270 callout fee that I will have to pay.

I don't know what to do now. How sure can I be that the problem is actually with Chorus? Is there anything else I can try to test that the modem has the correct settings and is not faulty? Is it reasonable for me to have to pay this $270 if Chorus find that the problem is not within their area of responsibility? As someone who is not overly tech savvy would I be better to just pay someone to come and help me knowing that it would be cheaper than the $270 fee that I'm at risk of getting hit with?

Any help would be appreciated.

https://cdn.geekzone.co.nz/imagessubs/cc4add9b950888c07fbed84528c82d3d.jpg?

If it isn't working then should you pay your ISP? Surely good customer service from the ISP, should be for them to try and put the matter right, rather then telling you that there will be a fee if it turns out not to be a problem at their end. Do you get paid $270 if it does prove to be a chorus problem, to cover you wasted time in trying to fix it? I would have thought the ISP could do tests from their end to see if the connection is alright.

RalphFromSnap

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Reply # 668587 6-Aug-2012 21:22

alasta: Hi - I'm looking for a bit of advice as to how to proceed with this problem.

My DSL connection was supposedly set up today and in preparation for this I bought a Draytek Vigor 120 based on advice from Geekzoners. Tonight I plugged the modem in and entered the correct settings provided by my ISP but when I try to connect there is a message that says "starting PPP" and then eventually after a long time it changes to "PPP shutdown" and nothing further happens.

I called my ISP and they noted that that the DSL indicator on the modem is lit up steadily but they can't see me having a connection from their end which means that Chorus have probably linked up the wrong pair. The catch is that if they get Chorus to have a look at it and the problem turns out to be something wrong with my equipment then there's a $270 callout fee that I will have to pay.

I don't know what to do now. How sure can I be that the problem is actually with Chorus? Is there anything else I can try to test that the modem has the correct settings and is not faulty? Is it reasonable for me to have to pay this $270 if Chorus find that the problem is not within their area of responsibility? As someone who is not overly tech savvy would I be better to just pay someone to come and help me knowing that it would be cheaper than the $270 fee that I'm at risk of getting hit with?

Any help would be appreciated.

https://cdn.geekzone.co.nz/imagessubs/cc4add9b950888c07fbed84528c82d3d.jpg

Hi Alasta,

We have had a look and it does look like Mis-Junpering, we have scheduled a technician and there will be no fault fee charged. We will be in-touch with a time and date - wont be too long!

Thanks

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

alasta

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Reply # 668595 6-Aug-2012 21:31

RalphFromSnap: Hi Alasta,

We have had a look and it does look like Mis-Junpering, we have scheduled a technician and there will be no fault fee charged. We will be in-touch with a time and date - wont be too long!

Thanks

Thanks, Ralph - really appreciate that.

The problems that I've had getting this connection up and running are something that I need like a hole in the head at the moment, but you guys have been really quick and proactive at fixing things up despite none of it being your fault, so your service should be commended.

BarTender

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Reply # 668605 6-Aug-2012 21:42

If you need some help with a master filter then I can hook you up.

cyril7

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Reply # 668609 6-Aug-2012 21:47

Hi If I remember correctly you are in Wellington central if so give me a PM and I am happy to take a look and possibly do a master filter

Cyril

alasta

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Reply # 668612 6-Aug-2012 21:56

Thanks for the offers of help. I don't think I need a master filter as I won't be connecting any analogue devices, and it sounds like Snap have the connectivity issues under control, but I will definitely get in touch if I find that I need any further help.

BarTender

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Reply # 668700 7-Aug-2012 08:57

alasta: Thanks for the offers of help. I don't think I need a master filter as I won't be connecting any analogue devices, and it sounds like Snap have the connectivity issues under control, but I will definitely get in touch if I find that I need any further help.

Just be sure if to disconnect all internal wiring and connect the external cable directly up to your DSL modem, otherwise you can still have issues.

Really depends on your Sync/Attenuation rate and if you're happy or not :)

cyril7

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Reply # 668712 7-Aug-2012 09:15

Just be sure if to disconnect all internal wiring and connect the external cable directly up to your DSL modem, otherwise you can still have issues.

Hi, exactly, just because its a naked connection you still need a direct and untapped (read split) transmission line to get the right results, offer still stands.

Cheers
Cyril

coffeebaron

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Reply # 668836 7-Aug-2012 12:09

alasta: Thanks for the offers of help. I don't think I need a master filter as I won't be connecting any analogue devices, and it sounds like Snap have the connectivity issues under control, but I will definitely get in touch if I find that I need any further help.

Did a master splitter install recently on a naked connection, speed went from 4.5 Mbps to 9Mbps.
Not saying this is always the case, but highlights the myth of "my wiring is fine because I only have a modern plugged in"

Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

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

webwat

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Reply # 669044 7-Aug-2012 14:38

mattwnz:
If it isn't working then should you pay your ISP? Surely good customer service from the ISP, should be for them to try and put the matter right, rather then telling you that there will be a fee if it turns out not to be a problem at their end. Do you get paid $270 if it does prove to be a chorus problem, to cover you wasted time in trying to fix it? I would have thought the ISP could do tests from their end to see if the connection is alright.

No thats wrong and something that a cowboy would do, no ISP should be trying to hide the risk of fees for mistakes on the customer end. However, in addition to explaining the risk of fees, they should also explain what they and the customer have tested to eliminate as much of that risk as possible.

In this case having a DSL signal does prove that its not an issue caused by wiring at the customer end. The ISP also needs to state clearly in the fault ticket that customer has DSL already, and get Chorus to check what port the username is coming through on. That should reduce the chance of Chorus bouncing the ticket due to not seeing the DSL up at the exchange.

Qualified in business, certified in fibre, stuck in copper, have to keep going ^_^

raytaylor

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Reply # 669325 7-Aug-2012 22:09

Here is a quick tip:
An ISP should be able to see incorrect password attempts with the pppoe if you have your username correct. This is usually an easy way to tell if its been misjumpered.

If its normal DSL, you could try user@xtrabb.co.nz and pass123
Our office connection was getting free broadband through telecom when a chorus tech misjumpered someone else in the street. Called orcon to tell them and it took chorus a week to fix.

Ray Taylor
Taylor Broadband (rural hawkes bay)
www.ruralkiwi.com

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