Compass can't connect me but still bills me

Forums › New Zealand Broadband › Compass can't connect me but still bills me

connector

30 posts

Geek
+1 received by user: 3

#107329 9-Aug-2012 14:07

So,

I decided I liked how cheap compasses plans where, big mistake. They sent a tech to my house to "connect" me.

so apparently I'm connected to compass and they are happy to bill me, however im still connected to my old ISP, xnet and clearly showing usage. i haven't even inputted the username and password into my modem for compass.

so i called the center and they called me back to tell me I'm connected. So i asked them to check auth logs and usage, and think this went over there call centers staff head cause she just put me on hold to come back and tell me I'm connected.

If someone from compass is on this forum can you please sort this out before i raise this with the TDRS. honestly worst service I've received for a ISP, ever.

Compass

30 posts

Geek

Trusted

Compass Communications

#670080 9-Aug-2012 14:19

Hi connector,
thank you for your post, alerting us to your possible billing discrepancy. Please PM me your Compass account details and I will investigate this further for you. Kind regards,

Ryan @ Compass

johnr

19282 posts

Uber Geek
+1 received by user: 2526
Inactive user

#670082 9-Aug-2012 14:30

connector have you reviewed the INFO on the TDRS website?

You can't log a ticket with them until you have tried to resolve the issue with your service provider. Before posting on Geekzone had you logged a fault ticket with compass and has the issue been ongoing longer than 6 weeks?

connector

30 posts

Geek
+1 received by user: 3

#670102 9-Aug-2012 14:48

ive logged multiple tickets with compass, but ive just emailed them here so ill see how that goes.

ubergeeknz

3344 posts

Uber Geek
+1 received by user: 1041

Trusted

Vocus

#670136 9-Aug-2012 15:25

connector: i haven't even inputted the username and password into my modem for compass

Might that be your problem? That you are still logging your PPPoA session into your old ISP? Have you tried using the compass credentials?

connector

30 posts

Geek
+1 received by user: 3

#670150 9-Aug-2012 15:52

I used to fix broadband for a living i know a bit about it, im not hooked up at the exchange i can still see my usage going through to xnet. ive got an xnet IP.

all that would happen if i put my compass U & P into my modem is i wouldn't be able to authenticate at all. but ill check again later tonight.

compass did get onto this one pretty quickly once i posted on here, so good on them for that, i still want to go with them, i just know my appartments buildings PABX is poorly labeled and most chorus techs that come out end up spending an hour or two putting tones down the line trying to match it up at the exchange.

anyway the chorus tech had closed off the job saying im connected when im blatently not

ubergeeknz

3344 posts

Uber Geek
+1 received by user: 1041

Trusted

Vocus

#670154 9-Aug-2012 15:57

connector: I used to fix broadband for a living i know a bit about it, im not hooked up at the exchange i can still see my usage going through to xnet. ive got an xnet IP.

all that would happen if i put my compass U & P into my modem is i wouldn't be able to authenticate at all. but ill check again later tonight.

Depends if it's LLU or not. Just a suggestion, anyway :)

Dyson

Shop now for Dyson appliances (affiliate link).

connector

30 posts

Geek
+1 received by user: 3

#670230 9-Aug-2012 19:02

ubergeeknz:
connector: I used to fix broadband for a living i know a bit about it, im not hooked up at the exchange i can still see my usage going through to xnet. ive got an xnet IP.

all that would happen if i put my compass U & P into my modem is i wouldn't be able to authenticate at all. but ill check again later tonight.

Depends if it's LLU or not. Just a suggestion, anyway :)

pretty sure compass requires a username and pass to authenticate. Anyway they got onto it and confirmed i'm still connected to my old ISP (which is what i had been telling them all day).

my reverse dns entry is ip-118-90-*-*.xdsl.xnet.co.nz (*'s are to hide my real IP) and yes i've rebooted my router. so defiantly still with xnet.

anyway they're sending another tech out on Monday. Not sure if this is so much there fault as it is chorus who can't seem to change me over. 3rd tech now.

The call centre staff could use a bit more training on how to look at authentication logs, thats if they even have access to them. I did speak to a guy not long ago and he understood the issue completely he just didn't credit the bill that was charged.

anyway heres hoping they actually change me over on Monday.

raytaylor

4076 posts

Uber Geek
+1 received by user: 1296

Trusted

#670836 10-Aug-2012 23:01

connector: I used to fix broadband for a living i know a bit about it, im not hooked up at the exchange i can still see my usage going through to xnet. ive got an xnet IP.

all that would happen if i put my compass U & P into my modem is i wouldn't be able to authenticate at all. but ill check again later tonight.

Not always true
I have a customer in taradale who uses telecom. It is possible for me to change her modem credentials to a valid telstra clear login, and she gets a telstra clear ip address and starts surfing through them. Occasionally telecom block outgoing port 25 and their reminder system cannot contact their txting gateway for reminder txts to their customers.
I just go down, put in the telstra details of our office connection, send her queued txt messages to the gateway and then call telecom to fix the problem after i put the username / password back in the modem.

They also cannot use the user@xtrabb.co.nz username and password - has to be the correct user/pass for xtra.

Ray Taylor

There is no place like localhost

Spreadsheet for Comparing Electricity Plans Here

insane

3324 posts

Uber Geek
+1 received by user: 1006

ID Verified

Trusted

2degrees

Subscriber

#670841 10-Aug-2012 23:14

raytaylor:
connector: I used to fix broadband for a living i know a bit about it, im not hooked up at the exchange i can still see my usage going through to xnet. ive got an xnet IP.

all that would happen if i put my compass U & P into my modem is i wouldn't be able to authenticate at all. but ill check again later tonight.

Not always true
I have a customer in taradale who uses telecom. It is possible for me to change her modem credentials to a valid telstra clear login, and she gets a telstra clear ip address and starts surfing through them. Occasionally telecom block outgoing port 25 and their reminder system cannot contact their txting gateway for reminder txts to their customers.
I just go down, put in the telstra details of our office connection, send her queued txt messages to the gateway and then call telecom to fix the problem after i put the username / password back in the modem.

They also cannot use the user@xtrabb.co.nz username and password - has to be the correct user/pass for xtra.

That's the old FIPD / FastPath / WBS connections which don't have a L2TP tunnel. Those connections aren't sold anymore so is impossible to be the case on a new connection ;)

connector

30 posts

Geek
+1 received by user: 3

#672465 14-Aug-2012 19:55

little update on this. i knew this was going to happen.

so. i got a sms from compass asking me to check my connection, but now i have no sync, so im not connected to anyone. ive been through all that isolation test stuff defiantly not a problem on my end.

this is getting beyond a joke, i wonder how long my internet is going to be down for.

should have never have changed.

johny99

495 posts

Ultimate Geek
+1 received by user: 61
Inactive user

#672468 14-Aug-2012 20:05

connector pm yr details i.e. yr account number i will ask my contact in compass if she can possibly help wont be till tomorrow though

Geekzone

Want to support Geekzone and browse the site without the ads? Subscribe to Geekzone now (monthly, annual and lifetime options).

connector

30 posts

Geek
+1 received by user: 3

#672759 15-Aug-2012 12:07

thanks for the offer but compass have already contacted me this morning regarding this and are now lodging a failed self install.

aw man what a headache ive had a mega stressful week and this is just the icing on the cake. i don't want to lose my cool trying to be nice to compass staff as i know its not really their fault.

the guy that just called me seemed onto it and hopefully helps me get it resolved.

its doing my head in at this point.

connector

30 posts

Geek
+1 received by user: 3

#673149 16-Aug-2012 09:02

ok so tech made it out. he connected me up and im authenticated with compass. at last! however i open my broswer now and i get a message telling me that my account is suspended due to non payment lol.

come on compass fix this quick please i want to use my internet.

Compass

30 posts

Geek

Trusted

Compass Communications

#673189 16-Aug-2012 10:07

Hi Connector,
please try again within the hour. The fault ticket on your account is now with our Credit Control team and they will be removing the automated account block and crediting your account for non-usage of service.

For the best and most direct communication, please use the MyCompass feature on our website www.compass.net.nz. Register with your Compass Account Number and PIN number and manage contact with our support team directly as they will be able to assist in hours where I may not be available on Geekzone. Thank you for your patience while we resolved this for you. Kind regards,

Ryan @ Compass

connector

30 posts

Geek
+1 received by user: 3

#673190 16-Aug-2012 10:10

thanks for all the help will check when i get home