Apartment ADSL installation problems

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jiago

5 posts

Wannabe Geek

# 175304 24-Jun-2015 16:30

I live in an apartment in Auckland CBD, and signed up for a naked ADSL package with flip (I'd been using the buildings wifi before).

I was meant to be connected last week but I don't get any DSL signal with my modem (or any other modem). Flip suggested calling out Chorus but warned that I would get a $130 false call out fee if they don't find anything.

I checked with the apartment building manager if they were aware of any issues with the building but they suggested that the ISP may need to access the comms room to set up the connection.

I can't get clear information from flip as to anyone came to the apartment building to set up the connection or if this is even needed, but they have said to get Chorus to check the comms room will require $235 paid up front, otherwise they can provide the details for the wire tracing if I get someone else to do it.

I am a little ignorant as to how the ADSL connection process works so I have no idea whether the fault is with Chorus or the building (and whether I am responsible for this). I feel like I'm stuck paying either way. Has anyone else had issues getting an apartment connected and are there any cheaper options than calling out Chorus to check the building?

Thanks

quickymart

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# 1330854 24-Jun-2015 17:11

Do any of your neighbours have ADSL? Did they have any issues getting it connected, or can they tell you if they had to go through a specific process?
VDSL might be worth looking into as well if you can get it, as a dedicated jackpoint would be installed.

sbiddle

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Biddle Corp

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# 1330927 24-Jun-2015 18:42

Due to the differing costs some ISPs (and naming no names but clearly your preferred option being one of the lowest price options in the market is taking this approach) will by default select different options for an install. Requesting a full install + wiring which will mean a tech visiting your premises will incur costs, so some ISPs will choose not to do that because they don't want to absorb the cost or pass it on to the customer. That's the risk you face when you opt for the cheapest option. If the records for an intact install are incorrect, or wiring changes have been made in the building this approach will fail.

My recommendation would be to opt for a higher priced ISP who will request an install + wiring and not pass these costs on.

jiago

5 posts

Wannabe Geek

# 1330936 24-Jun-2015 19:21

sbiddle: Due to the differing costs some ISPs (and naming no names but clearly your preferred option being one of the lowest price options in the market is taking this approach) will by default select different options for an install. Requesting a full install + wiring which will mean a tech visiting your premises will incur costs, so some ISPs will choose not to do that because they don't want to absorb the cost or pass it on to the customer. That's the risk you face when you opt for the cheapest option. If the records for an intact install are incorrect, or wiring changes have been made in the building this approach will fail.

My recommendation would be to opt for a higher priced ISP who will request an install + wiring and not pass these costs on.

In hindsight joining flip was clearly a mistake, the tech support is poor as well. I'm trying to find the best way to get this fixed. They won't give me a refund but it may be cheaper to write off the money I've paid and join another ISP.

Sideface

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# 1330943 24-Jun-2015 19:37

jiago: ... They won't give me a refund but it may be cheaper to write off the money I've paid and join another ISP.

Cut your losses.
Take the VDSL option with another ISP (if available).
A VDSL install REQUIRES a master filter and dedicated new in-house ethernet wiring as part of a standard install.

EDIT: If the VDSL install fails (poor speeds) you can go back to ADSL with improved in-house wiring.

Sideface

jiago

5 posts

Wannabe Geek

# 1330945 24-Jun-2015 19:45

Sideface:
jiago: ... They won't give me a refund but it may be cheaper to write off the money I've paid and join another ISP.

Cut your losses.
Take the VDSL option with another ISP (if available).
A VDSL install REQUIRES a master filter and dedicated new in-house ethernet wiring as part of a standard install.

EDIT: If the VDSL install fails (poor speeds) you can go back to ADSL with improved in-house wiring.

Unfortunately VDSL isn't available at my address.

Sideface

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# 1330947 24-Jun-2015 20:09

jiago: Unfortunately VDSL isn't available at my address.

Then cut your losses and go to another ADSL provider, who will do a proper install.

Performance differs, especially at peak times:

(click to view)

Sideface

DarkShadow

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# 1331066 24-Jun-2015 23:44

It is very common for apartments to fail at self install. Chorus will be able to fix it once they come out to do the jumpering. Some ISPs will send Chorus out for free, $235 is quite expensive.

The exception would be apartments where there is a policy against outside connection but yours doesn't sound like one of those.

You signed up to fibre too?

jiago

5 posts

Wannabe Geek

# 1331388 25-Jun-2015 13:52

DarkShadow: It is very common for apartments to fail at self install. Chorus will be able to fix it once they come out to do the jumpering. Some ISPs will send Chorus out for free, $235 is quite expensive.

The exception would be apartments where there is a policy against outside connection but yours doesn't sound like one of those.

You signed up to fibre too?

I haven't signed up for fibre. They have said they can send Chorus out but I risk no fault found fee, but I am not sure whether this is considered internal wiring or not though, the ISP hasn't been much help. There is no problem with outside connections in this building.

DarkShadow

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# 1331417 25-Jun-2015 14:51

Auckland CBD is fibre capable, do you know whats the status with fibre in your building?

NonprayingMantis

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# 1331430 25-Jun-2015 15:04

jiago:
sbiddle: Due to the differing costs some ISPs (and naming no names but clearly your preferred option being one of the lowest price options in the market is taking this approach) will by default select different options for an install. Requesting a full install + wiring which will mean a tech visiting your premises will incur costs, so some ISPs will choose not to do that because they don't want to absorb the cost or pass it on to the customer. That's the risk you face when you opt for the cheapest option. If the records for an intact install are incorrect, or wiring changes have been made in the building this approach will fail.

My recommendation would be to opt for a higher priced ISP who will request an install + wiring and not pass these costs on.

In hindsight joining flip was clearly a mistake, the tech support is poor as well. I'm trying to find the best way to get this fixed. They won't give me a refund but it may be cheaper to write off the money I've paid and join another ISP.

if they are unable to provide you the service you wanted, then they should be willing to refund the initial connection fee you paid upfront.

If you want to specifically request wiring install (a tech visit to the property), then just about every ISP is going to pass that cost onto you. It's about $200 I think.

jiago

5 posts

Wannabe Geek

# 1331646 25-Jun-2015 18:52

NonprayingMantis:

if they are unable to provide you the service you wanted, then they should be willing to refund the initial connection fee you paid upfront.

If you want to specifically request wiring install (a tech visit to the property), then just about every ISP is going to pass that cost onto you. It's about $200 I think.

The problem is I'm not even sure if that is needed, a previous tenant in the apartment has had ADSL.

DarkShadow

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# 1332011 26-Jun-2015 12:33

jiago:
NonprayingMantis:

if they are unable to provide you the service you wanted, then they should be willing to refund the initial connection fee you paid upfront.

If you want to specifically request wiring install (a tech visit to the property), then just about every ISP is going to pass that cost onto you. It's about $200 I think.

The problem is I'm not even sure if that is needed, a previous tenant in the apartment has had ADSL.

You should be on a Callplus DSLAM with Flip, the previous tenant could be with an ISP that uses a Chorus DSLAM. If this is the case, when you ordered DSL a tech would've gone into the exchange to change which port your line is plugged into. It could be possible that the tech didn't do that part correctly and that's why you're not getting sync.

Publius

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# 1332055 26-Jun-2015 13:07

jiago:
NonprayingMantis:

if they are unable to provide you the service you wanted, then they should be willing to refund the initial connection fee you paid upfront.

If you want to specifically request wiring install (a tech visit to the property), then just about every ISP is going to pass that cost onto you. It's about $200 I think.

The problem is I'm not even sure if that is needed, a previous tenant in the apartment has had ADSL.

If you're sure it worked for the previous tenant, one possibility could be you're using the wrong internal jack-point?
I've seen situations where not all the phone jack-points were connected up or were on different "lines".
Worth checking the obvious :)