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295 posts

Ultimate Geek
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Topic # 149995 7-Jul-2014 23:11
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Hi Guys, my internet connection has been awesome for the last 5 months without power resetting until today this afternoon when we lost internet connection while kids are watching netflix.
So I rebooted modem and router and could see dsl is synced about 18Mb/1Mb (down/up) adsl2. But for some reason it wont authenticate so I called Slingshot helpdesk and they suggested to reset my password and I updated my modems password. But after 3 hrs it wont authenticate. Tested different modem and having same issue. Slingshot suggested to reset port on their and I have to wait half an hour to take effect but yet again no go. So slingshot suggested to send chorus but of course this wont happen until tech is available. Sigh....

One thing I noticed earlier is that some techs are working in our neighbour and could see that they were working on exchange...

Is there anyone having this issue before? Possible tech misconfigured something on exchxnge?
Hopefully they can fix this asap as I work from home as sys ad. And reaaly relying on internet. I guess i will be using my mobile data tomorrow.

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Uber Geek
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  Reply # 1083826 8-Jul-2014 00:55
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Keep in close contact with the ISP.  Use your smartphone to send images of your modem config to their helpdesk rep to ensure your settings are correct.  They should be able to SEE authentication attempts on your line, whether the attempts are succeeding or failing.  If they are not seeing attempts, then Chorus will likely need to come out.

If at all possible try a different modem.




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295 posts

Ultimate Geek
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  Reply # 1083827 8-Jul-2014 01:02
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I spoke with slingshot about 9pm earlier and they said they could not see any logon attempt. Also tried using another modem but no go....

I think the only good explanation would be chorus side.
Note that I could login on slingshot myaccount fine using my mobile browser.

 
 
 
 




295 posts

Ultimate Geek
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  Reply # 1084109 8-Jul-2014 14:16
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guys, just spoke again with Slingshot customer service.. they told me that there is fault at chorus side and it could take days, weeks to fix the issue.
then I asked slingshot if they can adjust my bill payment as well as it could take several days that I wont have internet access.

now they told me that slingshot will never compensate as it is not their fault. it is chorus issue.. but I told them i am paying slingshot and not chorus..

is there any slingshot representative here can clarify this?

ps. slingshot customer service even mentioned that this is Wellington wide issue.. but I didnt believe that... is there a chorus representative can confirm this??



295 posts

Ultimate Geek
+1 received by user: 20


  Reply # 1084509 9-Jul-2014 00:30
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this is all good now. Chorus did fixed from their side and all good again.  I wonder what was the real cause of it.. Slingshot just mentioned that there is a fault on chorus side...
happy again!

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Ultimate Geek
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  Reply # 1088414 14-Jul-2014 11:25
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Hey Chrizvi, sorry I'm a bit late to the party here. Glad you're back up and running though. We can compensate for downtime, sounds like that csr was being a bit too hardline for my liking. You mind flicking me a pm with your account number? I'd be keen to follow up.

Cheers,
Chris







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