New Fibre Install today - Bit patchy to start with so a question thanks

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gedc

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#191287 30-Jan-2016 21:23

Hi Folks

Won't bore you with the details of the issues prior re physically connecting fibre to the house. Suffice to say if you stuck a tent above it then you'd have a circus.

Today the tech arrived ( as favour as the others had stuffed up royally) and joined the fibre outside the property then looked aghast when I gave him the router my ISP had supplied. His comment was " we don't normally install said ISP's modems"...He plugged it all up and then claimed it wasn't configured. 30 minutes later with him hummin and hawwing I got my ISP on the phone and they didn't do anything but the modem came online. Connection dropped, then we powered down and it came online again...After 15 minutes it seemed to be working at which point the tech did a runner. Literally..Sign here. See ya.

Within 10 minutes it had lost connection again. Was on phone to ISP ( who as ever was excellent ) for about 45 minutes and he said " they hadn't actually done much at their end ". Eventually reset the modem ( Netcomm Wirleless N300 ) back to factory settings and it's been online for roughly 4 hours after we manually configured it all. Fingers crossed.

Under speedtest ping is 7ms and down is roughly 205 and up is roughly 100 so speeds are fabulous. I've downloaded the manual and noticed that the WWW light is described as 'off or flashing' , flashing meaning it's downloading information...The WAN light is described as either "on or off". However the WAN light isn't on solid and spends its' time flashing at a similar rate to a green light on the ONT which it is connected to.

Does this mean anything in particular or is all correct?

Thanks for your help

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#1482041 30-Jan-2016 23:21

The tech's skills is mainly in fibre splicing and drilling holes, don't expect too much in the router setting up part.

Jase2985

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#1482087 31-Jan-2016 08:27

its not part of their job anyways?

gedc

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#1482096 31-Jan-2016 08:48

That's interesting as both my ISP, enable and downers who did the work indicated it would be a seamless transition. I'd have thought their job was to establish a solid connection and platform for the customer ? I may well be wrong. This thing was going up and down like a yoyo. The first time it didn't drop the connection he was off. I appreciate why. The fact that most people on here have some ability to sort tech stuff and login to the router is fine but what does your average layperson do who's had ADSL2 running just fine for 6 years and now finds he has no internet or phone after upgrading to the latest and greatest?

That aside. Any clues on the WAN light. I'm assuming since the connection has now been up for 15 hours it's not an issue?

Cheers

Behodar

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#1482103 31-Jan-2016 09:37

In my case it was indeed a seamless transition; I had zero downtime. However, I have my own router and didn't require (or ask) the installer to configure anything. On the other hand, when my parents had it installed the installer did everything. I guess it just depends on who you get!

quickymart

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#1482152 31-Jan-2016 11:58

The techs who installed my fibre didn't configure my router either, but I was able to do that myself (my home network is a little complex).

freitasm

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#1482154 31-Jan-2016 12:01

With so many different routers and network configurations I wouldn't expect the technician do know it all. We had ours installed yesterday and I did the router configuration myself (moving it from our cable modem to the ONT required changing to PPoE, password and VLAN tagging). Not complex but I can't expect the tech to know all the different UI around.

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gedc

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#1482186 31-Jan-2016 12:25

Agreed re the above points. Who therefore fills the gap for joe average who simply wants to turn on his equipment and have everything working. He's had a fairly good experience on adsl, reads all the bumf on fibre and pays his money. Tech turns up..does his bit then leaves a flaky connection. Is that the job of the ISP to resolve ? How would they know its a config and not install issue for example....

Also, how do the installers check the quaility of their install ? I had assumed they would have some kit to assess the connection and was it delivering to stated delivery levels etc.

Mine used speedtest which tbh surprised me a tad... Im not being pedantic here..just curious ...

Thanks again for the thoughts and views

Ged

DarkShadow

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#1482190 31-Jan-2016 12:49

gedc:

Also, how do the installers check the quaility of their install ? I had assumed they would have some kit to assess the connection and was it delivering to stated delivery levels etc.

They don't, actually. Chorus is working on something though.

rugrat

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#1482191 31-Jan-2016 12:49

My modem came already configured by ISP. Just plugged it into ONT and it was underway.
If ISP supplied router/modem My thoughts are they should send it already configured, nothing to do with installer.

I just ran speed test myself after install, I was happy to use that for an indication of speed.

Yabanize

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#1482193 31-Jan-2016 13:01

freitasm:

With so many different routers and network configurations I wouldn't expect the technician do know it all. We had ours installed yesterday and I did the router configuration myself (moving it from our cable modem to the ONT required changing to PPoE, password and VLAN tagging). Not complex but I can't expect the tech to know all the different UI around.

Congrats in finally ending your cable woes! What ISP?

freitasm

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#1482194 31-Jan-2016 13:03

Yabanize:

freitasm:

With so many different routers and network configurations I wouldn't expect the technician do know it all. We had ours installed yesterday and I did the router configuration myself (moving it from our cable modem to the ONT required changing to PPoE, password and VLAN tagging). Not complex but I can't expect the tech to know all the different UI around.

Congrats in finally ending your cable woes! What ISP?

2degrees Broadband.

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gedc

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#1482196 31-Jan-2016 13:04

The modem was already configured and appeared to be loaded with corrrect settings etc. it already had my username, password, ppoe and vlan setup etc

Immediately after plugging it in the installer logged into the menu and started 'checking' stuff then informed me he only did chorus modems which i assume are different from the netcomm model i was sent etc.

He also kept trying to plug his tablet into it but wasnt getting any joy with that either but readily admitted it was likely his tablet and not the router.

Thats when i called the isp who got it up and running, installer left then it fell over again. The ISP were initially suggesting it might be a dodgy router out of the box issue or a fibre instwll issue but once we did a hard reset and manually set it up it does appear stable.

Batman

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#1482200 31-Jan-2016 13:35

Before you do anything you must factory reset the router. Otherwise it can cause all the aforementioned problems.

gedc

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#1482241 31-Jan-2016 14:44

That might explain a wealth of issues. Thanks for that

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#1482242 31-Jan-2016 14:47

Happened to me with the last 4 routers involving 2 installs. Drove me mad and then i factory reset the router each time and the crazy weird issues vanished.

Not sure why or how.

Hopefully it will work for you .... !

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