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.


5 posts

Wannabe Geek


Topic # 123497 9-Jul-2013 19:08
Send private message

On Saturday morning, our internet died. Rebooted the modem and it kept brining up a red light on the modem saying it was unable to connect to the internet. We were get a DSL connection, just no PPP and in return no internet.

Around lunch time we called Slingshot and they said that there might be a local issue, so we just ignored it for the day. Around dinner time that night we gave them a call and they did all the usual 'try another phone jack', 'try another modem' etc, and worked out that there was actually a problem on their end. So they did a 'port refresh' and said if that didn't help, they'd log a job to send someone out to the exchange.

So, now it's Sunday. Sunday night, we gave them a call back to see why this hadn't fixed the issue. We got told that the Chorus person hadn't been able to find a fault, so had closed the job. That kinda pissed me off. We'd been at home all day, so someone could have come around to talk to us.

Next was Monday. They sent someone else out to the exchange, to see what was up. Around 2pm I got a call on my cellphone at work from someone at Chorus wanting to ask some questions, but he had a different address than our address, so hung up on me. This call could be unrelated. That night I gave slingshot another call and they said that Chorus has closed that job too, unable to find a fault.

During this phone call, someone noticed that they'd received a request to disconect our internet from Slingshot as we'd requested to change to Flip NZ and that I would have to call Flip NZ to tell them that I didn't want to change ISP.

So I called Flip and... they had no idea who I was and told me that the only connection they have in my area was on Bayfield Road (about 2 blocks over). After about 15 minutes on hold, they worked out that someone had miss read a number and requested the wrong connection be changed over and that I'd have to ring slingshot back again to tell them to change our services back to them.

Yet again, I called Slingshot. They seemed to think that we had chosen to leave slingshot, so wanted to sign us up again. After talking to the CSR (who seemed unable to string real sentences together, he kept putting 's' on the end of words), I got him to understand that we hadn't asked to change ISP. Then I asked to talk to his manager. This just resulted to me being placed on hold for half an hour before he came back and seemed suprised that I was still there, I asked if once this is fixed if we can have this months bill waved since we've managed to be disconected for 3 days of it due to their error. I was put on hold for about 20 minues this time and then when he came back, they'd agreed to wave the bill and would send someone out to fix our connection in the morning, logging the job as urgent.

So today, at 12.25pm I got a text message from Slingshot saying that our new broadband service was being connected today. Come 5pm tonight, it still wasn't connected.

This evening, my partner gave Slingshot a call and was told that they would send someone out again to fix the issue. But that the earliest that someone from Chorus can be sent out is Friday.

Is there anything that we can do to speed this whole process up? Has someone else had this issue before? It seems that Slingshot is just trying to screw us around so that we go away.


Create new topic
5539 posts

Uber Geek
+1 received by user: 249

Trusted
Geekzone
Lifetime subscriber

  Reply # 851844 9-Jul-2013 19:08
Send private message

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 



 

If you are posting regarding DSL speeds please check that

 



 

- you have reset your modem and router

 


 

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

 

- you are not being throttled by your ISP due to going over the monthly cap

 


 

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

 


 

- you read this topic and follow the instructions there.

 



 

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 



 

- Your ISP and plan

 


 

- Type of connection (ADSL, ADSL2, VDSL)

 


 

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

 


 

- Your general location (or street)

 


 

- If you are rural or urban

 


 

- If you know your connection is to an exchange, cabinet or conklin

 


 

- If your connection is to a ULL or wholesale service

 


 

- If you have done an isolation test as per the link above

 



 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 



 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 



 

I recommend you read these two blog posts:

 



 

- Is your premises phone wiring impacting your broadband performance? (very technical)

 


 

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



1888 posts

Uber Geek
+1 received by user: 316


  Reply # 855020 13-Jul-2013 18:21
Send private message

Long story short...No.

Unless someone in your house has a debilitating medical problem which requires a connection, Chorus will connect you in their own time.

It sounds like there was a major provisioning muck up. Im surprised they couldnt just switch you back on if you had DSL. It was probably someone elses or just connected to a random port.

Im going to wager that when you get connected, Slingshot will send you a text saying it is connected...but it will be connected wrong at the exchange. That is often what happens after confusing situations like this.

Let us know what happens next. :)





Sometimes what you don't get is a blessing in disguise!

26922 posts

Uber Geek
+1 received by user: 6356

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  Reply # 855022 13-Jul-2013 18:31
Send private message

This story sounds a little fishy.

Flip is part of Callplus (same company as Slingshot) but my understanding was Flip was initially only available on Callplus ULL equipment. If this is still the case and you were presumably on a Slingshot ULL connection already which would have been provided by the same DSLAM owned by Callplus, not Chorus.

If this is infact the case there isn't a lot Chorus could do to fix the problem as they didn't cause it.



5 posts

Wannabe Geek


  Reply # 855066 13-Jul-2013 20:57
Send private message

If Flip is part of Slingshot, I'm going to be pissed... if they made me ring another department of the same company to try sort their screw up.....

Update: we're still not connected. On Thursday I gave them a call and was told we'd be reconnected on Friday, then I received two text messages at the same time from Slingshot on Friday saying it would be fixed on both Monday and Tuesday. It's just over a week now and I'm going to send them the 2degrees bill for our mobile data that we've had to use because of their issue. We'll see how that goes.

I'm also starting to think that I should provide them with the bill for other online services that I have to keep paying for that I haven't been able to use (2talk VoIP connections, backup services etc) and see if they want to pay for any of them.

I've asked to talk to a manager a few times, they don't seem to want to let me. I've also asked to lodge a formal complaint on the phone, but they also haven't seemed to want to do that.

But in regards to long term, I'm going to move the 4 connections that I have under my control away from them. I don't want to move our current connection because we're moving at the end of this year and I don't want to sign a 12 month contract that we're going to break in 5 months.

6434 posts

Uber Geek
+1 received by user: 1571


  Reply # 855092 13-Jul-2013 22:16
Send private message

Flip is not part of slingshot, they are different companies, but they are owned by the same company, callplus.



2278 posts

Uber Geek
+1 received by user: 370

Trusted
Subscriber

  Reply # 855126 14-Jul-2013 00:10
Send private message

NonprayingMantis: Flip is not part of slingshot, they are different companies, but they are owned by the same company, callplus.




Yeah different offices, different core networks, different staff. I'm still wondering why they chose to make it an entirely different business and not just a another brand, surly it must be costing the parent company more to do it this way.

14262 posts

Uber Geek
+1 received by user: 1847


  Reply # 855128 14-Jul-2013 00:23
Send private message

NonprayingMantis: Flip is not part of slingshot, they are different companies, but they are owned by the same company, callplus.




Makes you wonder why they have their own forum, if they are part of callplus. Shouldn't it be Slingshot, Callplus and Flip.

1888 posts

Uber Geek
+1 received by user: 316


  Reply # 855300 14-Jul-2013 15:26
Send private message

sbiddle: This story sounds a little fishy.

Flip is part of Callplus (same company as Slingshot) but my understanding was Flip was initially only available on Callplus ULL equipment. If this is still the case and you were presumably on a Slingshot ULL connection already which would have been provided by the same DSLAM owned by Callplus, not Chorus.

If this is infact the case there isn't a lot Chorus could do to fix the problem as they didn't cause it.


I don't think it is fishy, I think a lot more has gone on than we know.

Flip is still Baseband/LLU but from what it sounds like, CucumberError was physically disconnected at the exchange.  Probably hooked up to another port to make way for another customer on the CallPlus LLU gear, which is why he still had DSL.  If Somehow his services accidentally churned to Flip (which happens with every provider I'm afraid) and Flip wasn't aware of the transition, it would have just been cancelled and physically disconnected as there was no customer information associated with it.

I bet the fault that was logged with Chorus (both times) was for No PPP and the port information was not checked with Slingshot.  If it was logged for no DSL and port information was provided the faultsman could have hooked him back up to a CallPlus port and then send it back to SS to sort everything out.  No PPP meant the guy probably just checked the jumper was OK and left it as "no fault found", referring it back to Slingshot as they handle PPP.

On second thought...If it was logged for no PPP, there is a chance that no tech was sent around to check at all.  Chorus may have tapped away at their computer, used the tie-pair information from Slingshot, saw a different customer connected to what was CucumberError's port and said everything seemed OK.  Or saw a modem's MAC address and said it was Slingshot's problem.

Even if Chorus did realise that he was connected to the wrong port, he probably would not have done anything.  If they sway from the job sheet and fix things they aren't supposed to, they can get in trouble.  If they break something during that process, they can get in BIG trouble.  Insurance will start chasing them, haha.

I think everyone is a little bit at fault here.  Provisioning (or the system that handles these things), the CSR's (to an extent) and the linesman, for not checking the line was on the right port.  He wasn't the guy that caused the issue, but from what it sounds like, he didn't do much to check that it was actually working.

Flip would have been powerless to help.  If they had none of your information on file, it is down to Slingshot to re-request your services or create a new connection which they have done.  Unfortunately, there is no way to speed that process up.

EDIT:  You won't have any luck forwarding your 2degrees or 2talk bill to them.  The only thing they will do is compensate you for loss of service and at this stage, that is giving you the benefit of the doubt.  As far as they are concerned, you took your service elsewhere and want to come back.  Even though that is not the case.  I wouldn't take your services away from Slingshot once it is all sorted.  These kind of issues come back to bite you years down the track when you want to connect with another provider. 

I would not be surprised if you get a text from Slingshot saying you are connected and you have no DSL because Chorus have connected you back to the wrong port or not connected you at all because of this.  Keep a sharp eye on it.  Report it as soon as you get the text if that happens, otherwise you will be waiting another week for a faultsman.





Sometimes what you don't get is a blessing in disguise!



5 posts

Wannabe Geek


  Reply # 857479 16-Jul-2013 16:04
Send private message

DravidDavid: EDIT:  You won't have any luck forwarding your 2degrees or 2talk bill to them.  The only thing they will do is compensate you for loss of service and at this stage, that is giving you the benefit of the doubt.  As far as they are concerned, you took your service elsewhere and want to come back.  Even though that is not the case.  I wouldn't take your services away from Slingshot once it is all sorted.  These kind of issues come back to bite you years down the track when you want to connect with another provider. 


I don't really expect them to do much, but going to try it. It's not our issue, we haven't tried to change ISP or anything, so it's hardly our fault; we contract them to provide a service.

DravidDavid: I would not be surprised if you get a text from Slingshot saying you are connected and you have no DSL because Chorus have connected you back to the wrong port or not connected you at all because of this.  Keep a sharp eye on it.  Report it as soon as you get the text if that happens, otherwise you will be waiting another week for a faultsman.


I got two texts on Friday, saying it would be fixed on the 15th and 16th. Wasn't fixed last night. This morning at 7am I got another text from slingshot: 
Hi Slingshot here, there has been a delay with your new Broadband connection.  We will text you with a new date as soon as we can. Thanks


And then at 9.16am today:
Slingshot here, sorry there has been a change to your connection date.  The new date is Jul 16 2013 12:00AM.  We will text you the day before to remind you


Sean gave them a ring this morning and they said they'd be doing it this afternoon. We'll see if it done. I'm really not holding my breath. 



5 posts

Wannabe Geek


  Reply # 857555 16-Jul-2013 18:07
Send private message

Update: Exciting News! We got a text message and an email saying that it's been done. However, after rebooting the modem, we still aren't able to connect to the internet. Sean's on the phone to Slingshot to see what's going wrong now.

1888 posts

Uber Geek
+1 received by user: 316


  Reply # 857575 16-Jul-2013 18:35
Send private message

Probably just as I predicted unfortunately.

If they have escalated it already that is great. Chorus probably know your case. If it is a misjumper however, Chorus have knocked off by now and will probably be fixed tomorrow morning at the earliest.





Sometimes what you don't get is a blessing in disguise!



5 posts

Wannabe Geek


  Reply # 857592 16-Jul-2013 18:39
Send private message

DravidDavid: Probably just as I predicted unfortunately.

If they have escalated it already that is great. Chorus probably know your case. If it is a misjumper however, Chorus have knocked off by now and will probably be fixed tomorrow morning at the earliest.


Sean's been talking to them and they're sending someone out in the morning to fix it. If you knew that they'd do this, why didn't they just check it? After working 11.5 hours today, I just want to go home, get on my laptop in bed and zone out :/

1888 posts

Uber Geek
+1 received by user: 316


  Reply # 857630 16-Jul-2013 19:27
Send private message

I knew this would happen because Chorus assume Slingshot's LLU equipment is the same as everyone elses. Long story short, they don't count the ports right and connect you to the wrong one. Or at least that is my understanding after talking to other techs in the field.





Sometimes what you don't get is a blessing in disguise!

9 posts

Wannabe Geek


  Reply # 857632 16-Jul-2013 19:30
Send private message

It would appear that there's 2 listings for our place in Chorus' database, one for Flat 3, Number 6 and another for 6C.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



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.

Alternatively, you can receive a daily email with Geekzone updates.