How long should it take to switch to a faster UFB plan?

Forums › New Zealand Broadband › How long should it take to switch to a faster UFB plan?

gustov

197 posts

Master Geek

#175390 27-Jun-2015 10:27

Can anyone please tell me what Chorus actually have to do, when a UFB speed plan is upgraded?

We upgraded our UFB plan from 105Gb 30/10 to 100/20 uncapped data. Chorus took our phone and internet service offline three days ago and our ISP is still waiting for Chorus to complete the transition to the faster plan.

Seems extraordinary they would disconnect us and then leave us without a phone or internet service whilst they simply switch us to a faster plan.

PeterReader

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#1332544 27-Jun-2015 10:27

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

BigPipeNZ

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#1332554 27-Jun-2015 10:36

Switching from one ufb plan to another is very simple.

It should take less than 24 hours, at most 2-3 days and definitely won't require you to be offline. At most, a router reboot might be required.

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tdgeek

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#1332555 27-Jun-2015 10:36

Speed changes take a few days, I am not sure what the SLA is though. It won't take anything offline, so that is another issue or they made a mistake

DarkShadow

1647 posts

Uber Geek

#1332582 27-Jun-2015 13:41

It is not unheard of for Chorus to make a mistake, they could change one of the other settings unrelated to the speed, or they could provision your connection on another port on the ONT, or similar.

mercutio

1392 posts

Uber Geek

#1332722 27-Jun-2015 19:13

you're stuck between chorus and chorus. if you're in a chorus ufb area if you get off ufb, you are stuck with chorus adsl or chorus vdsl. they have no reason to perform above minimum standards. it's kind of selling half of your business that you're dependant upon for your normal core operations, and then complaining that they're spiking up the prices.

it does sound strange. but in any large company you can't expect common sense to prevail. get the isp support ticket escalated if the isp isn't escalating with chorus.

Inphinity

2780 posts

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#1332726 27-Jun-2015 19:18

I've not had the service disconnected when we've made plan changes with any UFB connections. Something doesn't seem right - chase your ISP.

shanes

258 posts

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Lifetime subscriber

#1332733 27-Jun-2015 19:41

Might be a silly question...have you tried rebooting your ONT and Router ?

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Detruire

1772 posts

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#1332765 27-Jun-2015 21:14

DarkShadow: It is not unheard of for Chorus to make a mistake, they could change one of the other settings unrelated to the speed, or they could provision your connection on another port on the ONT, or similar.

I ended up on 100/2 (iirc, might have been a bit higher) when Chorus switched my connection from 100/50 to 100/200. It took them and Slingshot over a week to figure out what happened.

rm *

BarTender

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#1332774 27-Jun-2015 22:18

Chorus do a complete relinquishment and reconnect when you change speed plans.

Typically if you order it, the next available slot is 9am the following week day. Chorus don't offer changes during the weekend. The change plans tend to get executed on the stroke of 9, or a few mins beforehand.

Then if you have a PPPoE session it should come straight back up depending on which ISP. If you are using DHCP, such as the Voice ATA's who DHCP back to their BNGs. Then it will be 50% of the lease time before it springs back to life as it needs to reach T1 before it phones home again as the ATAs in the ONTs tend to get stuck in a strange state when the RQ / NC goes through.

A reboot of the ONT tends to fix it though.

If it hasn't, then ring your ISP back up and ask them to check the service order in the Chorus portal, then get them to ring Chorus back up again and tell them to sort it out.

mentor

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#1332791 27-Jun-2015 23:25

My connection was supposed to be 100/50 but instead I was getting 30/10. Once the job was raised with Chorus it took them 5 business days to complete the change.

sbiddle

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#1332836 28-Jun-2015 06:03

A plan change should be actioned within about 5 business days. It will result in a brief outage while this occurs.

BarTender

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#1333049 28-Jun-2015 19:31

sbiddle: A plan change should be actioned within about 5 business days. It will result in a brief outage while this occurs.

Just checked some logs. Can be up to 10 mina. So it really depends on what you call brief. But yes service should automagically return if your talking PPPoE to your ISP. If your talking DHCP then a reboot of your router would be advised.

tdgeek

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#1333056 28-Jun-2015 20:23

I can check the fibre plan change SLA tomorrow . Typically a speed or port change which occurs at the fibre provider end will kick the connection, which if fibre, won't be noticed .