In Takapuna have a ONT in the house but no ISP can connect me

Forums › New Zealand Broadband › In Takapuna have a ONT in the house but no ISP can connect me

flissjh

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#295949 7-May-2022 21:18

Seems our address isnt in the system even though we have fibre installed in the house.

I want to get the fibre connected but we are being told that our address does not exist and there is no plan other than portable wifi.

@chorusnz can you please help with getting our address sorted and fibre.

Linux

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#2911421 7-May-2022 21:25

@Wheelbarrow01 Can you add any value here please? I know this poster personally and have the address and the serial# of the ONT

cyril7

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#2911426 7-May-2022 21:52

Hi on the side of the ont is a s/n, send that to your RSP, that will identify the exact location.

Cyril

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#2911428 7-May-2022 21:56

cyril7: Hi on the side of the ont is a s/n, send that to your RSP, that will identify the exact location.

Cyril

They tried that

cyril7

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#2911429 7-May-2022 21:59

So the SN must exist, sounds dodge

SATTV

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#2911462 7-May-2022 23:25

cyril7: So the SN must exist, sounds dodge

I have had this before. The serial number fell off the system. Several weeks later three chrous the has turned up to scope it out and took them half an hour ( and me showing them how to use putty) for them to refuse connection.
A week later the same three techs turned up to install a new ONT on the spare fibre.
Chorus do some really dumb s^\t.

I know enough to be dangerous

lucky015

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#2911470 8-May-2022 04:04

Possible the ONT comes from a previous install that was cancelled by the Customer/RSP prior to Chorus receiving the sign off as completed so the ONT never gets formally added, Unfortunately this seems to be a fairly common occurrence as technicians seem to like leaving sign off until they have a stack of them to do and Chorus do not check with the technician before cancelling the job and deleting the ONT/install records as that would cost them time and therefore money!

Chorus have also had a change in service company recently that's lead to a raft of other messes such as technicians completing a job and then another technician being dispatched to do the work as the initial job was never updated but this doesn't seem too likely to be the issue in this case due to timing.

Not to say there aren't some good people at Chorus with the desire to fix things but the restructures/redundancies usually put a stop to that quickly enough to save another dollar.

Jase2985

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#2911473 8-May-2022 06:12

Linux:

cyril7: Hi on the side of the ont is a s/n, send that to your RSP, that will identify the exact location.

Cyril

They tried that

how do you know that?

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Dingbatt

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#2911477 8-May-2022 06:38

The second post in the thread says he knows them.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

flissjh

2 posts

Wannabe Geek

#2912001 9-May-2022 21:18

Hi an update,

I spoke to chorus this morning and established we were missing a power cord, and they also confirmed where the ONT is, turns out the property has 2, 1 ONT in each house but under the same address . We can leave the connection as it is and just use our address for physical address! as of 9pm tonight we have fibre yipppppyyyyy

Seems this problem is quite common when there are 2 houses on the same property and the fibre is installed at the same time.

Wheelbarrow01

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Chorus

#2912090 10-May-2022 00:34

Sorry I'm late to the party - I've been offline a few days. Glad you got it sorted though 😃

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Intravix

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#2912152 10-May-2022 09:34

Addressing is so much fun, not!

nztim

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TEAMnetwork

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#2912276 10-May-2022 12:48

flissjh:

Turns out the property has 2, 1 ONT in each house but under the same address

Illegally split properties - There is 100s of them here in Wellington :)

you are lucky there are 2x ONTs a lot of people struggle to get ONT's into the 2nd or 3rd dwelling

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

raytaylor

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#2914204 15-May-2022 13:00

If you can find out your SAM ID or TLC (location ID) then things become so much easier. Put that on your ONT and if you ever need to make changes, the ISP can often find the installation much faster.

Ray Taylor

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nztim

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#2914238 15-May-2022 14:49

SAM ID / TLC wont help if there are two ONT's at the Address

Ideally SAMID + ONT Serial Number is the most useful

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.