Bad Chorus service

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CYaBro

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#141278 7-Mar-2014 08:01

/rant

So I decided to change our homeline and broadband provider to Slingshot as our existing provider couldn't match their current deal.

The changeover was scheduled for Wednesday and was expected that we may be without services for a couple of hours.

Our Internet stopped working early afternoon but didn't even notice if the phone stopped.

About 4 hours after that still no Internet. I logged in to the router and confirmed the new username and password and rebooted. Router getting adsl signal but no PPP connection.

Rang slingshot and they checked their system and it stated that chorus had an issue with equipment at the exchange and the job was scheduled to be completed on Thursday.

Ok not too bad, we can be without Internet for one night.

Thursday lunch time still no Internet so call slingshot again. This time apparently chorus tech notes say there is a short on our line and they were going to come back again later to fix.

Slingshot support said that chorus work up until 6pm so we would need to wait until then at least and then try the Internet. 7pm and still no Internet. Confirm router settings again and reboot. No change, adsl signal is good but no PPP connection.

Call slingshot again and they did a line check and say that there is no adsl on the line. Weird because that's not what the router says.

So slingshot support reckons its a misjumpering at the exchange and chorus will have to come back and fix it!

Fault logged and I get a text a bit later saying that a tech is scheduled for the 8th. What??!! That's Saturday!

Call slingshot again to complain as we can't be without Internet that long, we run a business from home and I do a lot of work from home as well. Slingshot say nothing they can do unless it's a medical emergency.

Who are these people that work for chorus and how can they start a job and then not finish it properly and not check that customer now has a working connection?
And if there is still issues surely this job should take priority over others since it has been ongoing?
Why can't they come back today and finish it off correctly?

/rant
/firstworldproblems

Opinions are my own and not the views of my employer.

sbiddle

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#1000502 7-Mar-2014 08:27

Any idea if you're on a ULL connection? There is a lot more that can go wrong.

And FWIW it's not actually Chorus that do the work, it's one of their service companies.

kiwikiwi

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#1000503 7-Mar-2014 08:28

Now here comes the mystery.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

HTTP 404 Sarcasm not found.

Coil

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#1000506 7-Mar-2014 08:36

I will not try to bag our friends at Chorus.
But, What you are experiencing is common practice. One would presume that they have been trained in avoidance given the skill level.
When my VDSL install was due to go off i already had a VDSL splitter. (Courtesy of CoffeeBaron)
There were some fine specimens trying to rip it out and replace it. That they didnt get far!

I would also dread to have a fault in Christchurch right now, Looking at an ETR of 10 Working days if your lucky.

freitasm

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#1000524 7-Mar-2014 08:48

No name calling please. Locking this now.

webwat

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#1001262 8-Mar-2014 13:33

sbiddle: Any idea if you're on a ULL connection? There is a lot more that can go wrong.

And FWIW it's not actually Chorus that do the work, it's one of their service companies.

It must be because there would be no jumpering done unless the connection had been moved to Slingshot dslam.

Time to find a new industry!

Coil

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#1001265 8-Mar-2014 13:58

webwat:
sbiddle: Any idea if you're on a ULL connection? There is a lot more that can go wrong.

And FWIW it's not actually Chorus that do the work, it's one of their service companies.

It must be because there would be no jumpering done unless the connection had been moved to Slingshot dslam.

Correct, Unless they move you to UCLL gear all they do is rebuild the PVC, I can move someone from another ISP to Vodafone in about 45 minutes. Same if you disconnect from your current ISP. If the cables are still intact (intact usually for 48 hours after disconnection order) you can connect them in 45 minutes. But moving to UCLL gear is a whole new ball game.

CYaBro

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#1001951 10-Mar-2014 00:21

I see this thread has been unlocked again.

First, apologies for the name calling, I was pretty mad at the time, as you could probably tell. :)
Second, someone did actually turn up late on Friday afternoon and eventually got the Internet working, but not after having to come to the house to check that our phone was working. I was actually talking to my wife on the phone at the time and the tech seemed almost confused that the phone was working. They then went away again and the phone did stop working for a while and when it came back on the Internet also started working.
They never called to check this though.

I've no idea what sort of connection we are on but we are in a rural area west of Whangarei, in Maungatapere, if that helps someone if they can look it up or find out.

Opinions are my own and not the views of my employer.

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richms

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#1002052 10-Mar-2014 11:21

This seems to happen more often then not with chorus.

Next time put the new connection on a second pair into the house as a totally seperate connection, and then when it is working disconnect the first connection.

Although when I was doing that with a new big pipe connection into mums old house the job got sent thru to the chorus tech as replacing the existing connection not going in on the second line. Had to sort that out with the tech when I was there so they didnt replace the internet connection.

Richard rich.ms