Chorus take 2 days to connect VDSL, no internet.

Forums › New Zealand Broadband › Chorus take 2 days to connect VDSL, no internet.

kiwitrc

4123 posts

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#98128 24-Feb-2012 13:07

On Wednesday Chorus made the change at the local exchange to connect us to Hosting Direct VDSL.

They still havent provisioned the other end so our company has had no internet connection for 2 days so far and counting.

I don't understand why the local tech at our end and the provisioning guys at the other cant coordinate with each other to reduce downtime.

So if you are contemplating going to VDSL make sure you dont need internet for at least 2 days.

Piss up in a brewery comes to mind.

kiwitrc

4123 posts

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#587190 27-Feb-2012 08:42

Still down.

At least Hosting Direct can see us now but it seems Chorus have not set up our profile correctly so still no connection. What is staggering is that even after logging a fault it may still take Chorus 6 hours to sort it, so thats virtually another business day down.

camo786

155 posts

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Lifetime subscriber

#587194 27-Feb-2012 08:49

It took 3 weeks to get mine working properly, lots of finger pointing between ISP and Chorus, router changes, multiple chorus technician visit. Eventually resolved when Chorus configured the profile correctly

I was nervous enought to leave our ADSL2 running until I was completely satisfied all was OK

kiwitrc

4123 posts

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#587197 27-Feb-2012 08:53

camo786: It took 3 weeks to get mine working properly, lots of finger pointing between ISP and Chorus, router changes, multiple chorus technician visit. Eventually resolved when Chorus configured the profile correctly

I was nervous enought to leave our ADSL2 running until I was completely satisfied all was OK

Did you have multiple lines coming in? How did you have ADSL and VDSL at the same time?

Zeon

3916 posts

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#587200 27-Feb-2012 08:59

I had this happen to me before in Wellington - they hadn't configured something to do with the profile back to the ISP (although I got VDSL sync right off the block). Just had a similar situation this weekend but luckily I now use 3g dongles on all my pfsense routers so that's got the client going till today.

Speedtest 2019-10-14

kiwitrc

4123 posts

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Inactive user

#587202 27-Feb-2012 09:02

Zeon: I had this happen to me before in Wellington - they hadn't configured something to do with the profile back to the ISP (although I got VDSL sync right off the block). Just had a similar situation this weekend but luckily I now use 3g dongles on all my pfsense routers so that's got the client going till today.

We had VDSL sync as soon as they jumpered the exchange but thats it since last Wednesday.

I guess for Chorus, this IS rocket science.

camo786

155 posts

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Lifetime subscriber

#587418 27-Feb-2012 15:37

I had a POTS Line with Telecom that I had the ADSL on

Ordered VDSL (naked)

Once all sorted cancelled the POTS line and ADSL, as moved to VOIP too

Fortunately plenty of wires coming into my house, so no problem having both running

kiwitrc

4123 posts

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Inactive user

#587419 27-Feb-2012 15:42

Got it sorted. Chorus slowness issue up until Friday 5pm, then it appears our Draytek 2750 needed a hardware reset (not just a powering down) after that to connect.

So no blame on Chorus after Friday to be fair.

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camo786

155 posts

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Lifetime subscriber

#587420 27-Feb-2012 15:42

this may help - its correspondence my ISP sent me during the resolution process

Chorus Operator- 30/08/2011 22:13:51
Operator Update - Solution
There was an issue with VLAN associations and the policing/QoS profile on the configured bridge port. Recreating the PVC has corrected the VLAN associations, but not the policing profile,
I have since manually corrected the configuration. I can now see incrementing ATM traffic to/from the CPE across the bridge port. Service appears to have been restored. Please confirm with your customer. Apologies for any delays resolving this matter - there was an issue with one of our provisioning tools delaying configuration changes.

ISP operator i: updating @ 9.30pm 30/08/2011 :on the requested information: ... We have reset the modem config and re enter it again and still no luck on it. Next step in moving towards is to dispatch a tech. Can you please make sure that the tech takes his gears "Modem" and test it. During first FSI the tech did not take his modem to the customer's place. Please have the tech booked for sometime tomorrow ASAP as this problem have been going for 3 and half weeks since now. Thanks.

ISP operator 1.05: this WVS connection went through a FSI and it was told that there is a problem with the modem. Currently we have tested with 3 x differnt modems. 1. Cellpipe, 2 x Thompsonvdsl TG789vn. this needs to be escalated to be investigated in order to be be fixed ASAP. The broadband username/modem works at another Customer?s place- logging in and able to browse the internet. E.G - Tue Aug 30 12:39:54 2011 : Auth: Login OK: [broadbandusername] (from client kc7204vxr port 50414469). All settings on the modem and our server have been triple checked, all correct. Svid -393. Problems are that still no PPP. Reference: SD636526 ?

Ragnor

8218 posts

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#587456 27-Feb-2012 16:56

Expecting a migration to a relatively new service that isn't in widespread use to go perfectly may not have been the best idea.

Most premises have two pairs in so you can keep your existing connection on line 1 while you get VDSL2 setup on line 2, less risk.

kiwitrc

4123 posts

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Inactive user

#587458 27-Feb-2012 16:58

Ragnor: Expecting a migration to a relatively new service that isn't in widespread use to go perfectly may not have been the best idea.

Most premises have two pairs in so you can keep your existing connection on line 1 while you get VDSL2 setup on line 2, less risk.

Now you tell me :)

I would have done this however we only have a single analogue line coming in.

Ragnor

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#587461 27-Feb-2012 17:02

How does that famous quote go.... "Expect the best, plan for the worst, and prepare to be surprised"

.. and something about murphy and a law.