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marmel

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#110937 19-Oct-2012 18:22
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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.

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daaim0
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  #703730 19-Oct-2012 18:58
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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.

 
 
 

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marmel

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  #703736 19-Oct-2012 19:12
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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

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  #703751 19-Oct-2012 19:51
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Scheduling changeover over anything for first day of long weekend? Not a great idea.



marmel

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  #703768 19-Oct-2012 20:43
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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

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  #703935 20-Oct-2012 09:52
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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
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  #704288 21-Oct-2012 12:27
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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

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  #704291 21-Oct-2012 12:45
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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.



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  #704295 21-Oct-2012 13:11
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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
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  #704768 22-Oct-2012 20:21
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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
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  #704774 22-Oct-2012 20:30
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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
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  #704867 23-Oct-2012 06:58
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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.

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