Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


marmel

1924 posts

Uber Geek

ID Verified
Trusted

#110937 19-Oct-2012 18:22

Today was the change over day from VF adsl to Snap VDSL.

Lost my pots phone dial tone this morning just after 9:00am, looked good.

Nothing happening by 12pm so called snap who assured me job was in system and would be done as the chorus guys work until 6pm.

3pm rolls by, still nothing. I also found it strange the fritz box was showing an adsl2 signal which is what I had with VF.

Decide to call back snap as I thought it odd the phone had been down for 6 hours and still no new service provided.

I got told again job was still in the system to be done and they would call me when it was completed.

Well 6pm comes around and no Internet/phone.

Call back snap who couldn't tell me much other than they would escalate it with chorus.

So I am now in the position where I have no phone and no Internet until I am assuming Tuesday at the earliest. To say I am p...... Off is an understatement.

I am assuming at this point that the issue is with chorus and not snap. However, given what I told the csr at 3pm about the phone being out for 6 hours I would have thought someone might have chased this up.

I will be looking at an account credit for the lost service from snap who I hope will then try to recover their loss from whoever is responsible.

I will post again when I get an update on what went wrong and who was to blame.

Create new topic
daaim0
8 posts

Wannabe Geek


  #703730 19-Oct-2012 18:58
Send private message

Judging by your experience, I believe you are going through the 'Failed Self Install' or 'FSI' process.  This is essentially another name for a fault before you have had service.  ISP's can only report a FSI once Chorus have marked the job as completed which can be long after the chorus tech has gone out.  This explains why you felt that snap was prolonging the situation.

I wish you the best for your connection and hopefully everything gets resolved asap.



marmel

1924 posts

Uber Geek

ID Verified
Trusted

  #703736 19-Oct-2012 19:12

Yeah the last csr I spoke to said he wouldn't have any further info until the job comes through as completed. He did say though that the latet update was "service provided". Not sure what service has been provided at this stage other than turning off my pots line.

To make matters worse I am over my limit for mobile broadband after being away for a week earlier in the month.

gzt

gzt
17162 posts

Uber Geek

Lifetime subscriber

  #703751 19-Oct-2012 19:51
Send private message

Scheduling changeover over anything for first day of long weekend? Not a great idea.



marmel

1924 posts

Uber Geek

ID Verified
Trusted

  #703768 19-Oct-2012 20:43

A quick update. I have had a pm from someone at snap and have confirmed that the VF adsl connection is still active.

Appears I have ended up with naked broadband through VF? No phone though but at least I can use the net.

marmel

1924 posts

Uber Geek

ID Verified
Trusted

  #703935 20-Oct-2012 09:52

A big thanks to Ricky and others from Snap who have now got my vdsl working, very impressed with the speed:



Now just waiting for the phone to be connected and all will be great.

SneakerPimps
104 posts

Master Geek


  #704288 21-Oct-2012 12:27
Send private message

I have experienced something similar to this but worst.

It was for a business which scheduled to be shifted into a new premises with VDSL, which was organised 4 weeks in advance. The new premised is a shared block.

The install was on a Friday, and we had confirmation from Chorus early in the afternoon that the naked VDSL line was active. They did not come on site so I thought it was strange as we wouldn't have known which phone socket to connect to. But later tried to confirm the line signal by testing directly at the demarc in the buidling. No dice....

Come 3pm I had to call Snap because there was no VDSL signal to be found. Snap confirm that the job was closed so they had to log a fault, I actually think it was also "FSI".

Long story short, VDSL was finally installed on Tuesday. Apparently the line was active on the exchange but just wasn't connecting to the demarc at the beginning of the shared drive way(?). This combined with the fact that Snap didn't note down the installation and wiring requirements after the original UFB order was not available to the shared premises, despite their website Service Availability Tool confirming so.

I have to say that after hearing nothing but good things about Snap, it's disappointing that I have experienced issues with their service both personally and from work.

marmel

1924 posts

Uber Geek

ID Verified
Trusted

  #704291 21-Oct-2012 12:45

In my case it wasn't snap at fault. In fact they did very well and got everything sorted out on Saturday. As I mentioned my only gripe was maybe the second csr I spoke to might have thought it was a little odd the way things were going but other than that they have been excellent.

 
 
 

Trade NZ and US shares and funds with Sharesies (affiliate link).
sbiddle
30853 posts

Uber Geek

Retired Mod
Trusted
Biddle Corp
Lifetime subscriber

  #704295 21-Oct-2012 13:11
Send private message

Problems such as that are normally caused when an ISP only lodges an install rather than install and wiring and links this to an existing SAM id or phone number. An install and wiriting resulting in a tech visiting a premises to install a jack will normally result in a charge that will typically be passed on to you from the ISP.

IMHO every VDSL2 install should be an install and wiring since a master filter is essential unless you're hooking the modem up directly to the demarc. In the vast majority of premises installs there is always more than one daisy chained jackpoint which will have a dramatic effect on the VDSL2 performance.

Scholarly
36 posts

Geek

ID Verified

  #704768 22-Oct-2012 20:21
Send private message

sbiddle: Problems such as that are normally caused when an ISP only lodges an install rather than install and wiring and links this to an existing SAM id or phone number. An install and wiriting resulting in a tech visiting a premises to install a jack will normally result in a charge that will typically be passed on to you from the ISP.

IMHO every VDSL2 install should be an install and wiring since a master filter is essential unless you're hooking the modem up directly to the demarc. In the vast majority of premises installs there is always more than one daisy chained jackpoint which will have a dramatic effect on the VDSL2 performance.


In an ideal world, absolutely. But from what I've heard, the initial outlay for Chorus to come out and have a VDSL splitter installed is somewhere in the region of $400 (!). Not everybody can afford that - I sure can't, and my VDSL without a splitter works more than satisfactorily.

sbiddle
30853 posts

Uber Geek

Retired Mod
Trusted
Biddle Corp
Lifetime subscriber

  #704774 22-Oct-2012 20:30
Send private message

Scholarly:
sbiddle: Problems such as that are normally caused when an ISP only lodges an install rather than install and wiring and links this to an existing SAM id or phone number. An install and wiriting resulting in a tech visiting a premises to install a jack will normally result in a charge that will typically be passed on to you from the ISP.

IMHO every VDSL2 install should be an install and wiring since a master filter is essential unless you're hooking the modem up directly to the demarc. In the vast majority of premises installs there is always more than one daisy chained jackpoint which will have a dramatic effect on the VDSL2 performance.


In an ideal world, absolutely. But from what I've heard, the initial outlay for Chorus to come out and have a VDSL splitter installed is somewhere in the region of $400 (!). Not everybody can afford that - I sure can't, and my VDSL without a splitter works more than satisfactorily.


I won't make any friends for saying this, but IMHO if you can't afford $199 for a master filter install (which is what Chorus charge) you shouldn't get VDSL2.

One of the issues with VDSL2 is upstream power back off. In a nutshell power output of modems has the ability to affect the performance of other modems. The Chorus 10.8dB target for an install isn't just to guarantee performance, it's also to ensure that users with very poor sync rates and high dB values aren't impacting others.

insane
3242 posts

Uber Geek

ID Verified
Trusted

  #704867 23-Oct-2012 06:58
Send private message

Scholarly:
sbiddle: Problems such as that are normally caused when an ISP only lodges an install rather than install and wiring and links this to an existing SAM id or phone number. An install and wiriting resulting in a tech visiting a premises to install a jack will normally result in a charge that will typically be passed on to you from the ISP.

IMHO every VDSL2 install should be an install and wiring since a master filter is essential unless you're hooking the modem up directly to the demarc. In the vast majority of premises installs there is always more than one daisy chained jackpoint which will have a dramatic effect on the VDSL2 performance.


In an ideal world, absolutely. But from what I've heard, the initial outlay for Chorus to come out and have a VDSL splitter installed is somewhere in the region of $400 (!). Not everybody can afford that - I sure can't, and my VDSL without a splitter works more than satisfactorily.


I've heard a few people mention $400, believe that's got something to do with VDSL being an unregulated service. So just get ADSL installed first (with wiring if needed) and then change to VDSL as the change from ADSL to VDSL onkybcosts the ISP $65, so even if they do clip the ticket it will still work out cheaper in the end.

Create new topic





News and reviews »

Gen Threat Report Reveals Rise in Crypto, Sextortion and Tech Support Scams
Posted 7-Aug-2025 13:09


Logitech G and McLaren Racing Sign New, Expanded Multi-Year Partnership
Posted 7-Aug-2025 13:00


A Third of New Zealanders Fall for Online Scams Says Trend Micro
Posted 7-Aug-2025 12:43


OPPO Releases Its Most Stylish and Compact Smartwatch Yet, the Watch X2 Mini.
Posted 7-Aug-2025 12:37


Epson Launches New High-End EH-LS9000B Home Theatre Laser Projector
Posted 7-Aug-2025 12:34


Air New Zealand Starts AI adoption with OpenAI
Posted 24-Jul-2025 16:00


eero Pro 7 Review
Posted 23-Jul-2025 12:07


BeeStation Plus Review
Posted 21-Jul-2025 14:21


eero Unveils New Wi-Fi 7 Products in New Zealand
Posted 21-Jul-2025 00:01


WiZ Introduces HDMI Sync Box and other Light Devices
Posted 20-Jul-2025 17:32


RedShield Enhances DDoS and Bot Attack Protection
Posted 20-Jul-2025 17:26


Seagate Ships 30TB Drives
Posted 17-Jul-2025 11:24


Oclean AirPump A10 Water Flosser Review
Posted 13-Jul-2025 11:05


Samsung Galaxy Z Fold7: Raising the Bar for Smartphones
Posted 10-Jul-2025 02:01


Samsung Galaxy Z Flip7 Brings New Edge-To-Edge FlexWindow
Posted 10-Jul-2025 02:01









Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.