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J32



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Topic # 159899 16-Dec-2014 17:03
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So Chorus finished the UFB network in my region and I called Slingshot a couple of weeks ago, after I checked my address on their website and applied for the unlimited UFB plan. Customer service checked my address again and it is all good.

A week later I get a letter in the mail saying basically "Telecom told us you aren't in range for UFB, so we can't give you any." They send me the modem for it anyways. Hmm

Now I keep having a problem with my line, where my phone has no dial tone and my dsl line rate drops from 17000 Kbps to 8000 Kbps. After the isolation test failed,  I called them and logged a fault. Technician came, did something on the pole outside my property and it worked again.

Now the problem keeps coming back for the fourth time and I call the technical team again to log a fault. At the end of the call they always ask if there is anything else they can help me with. This time I said "YES, could you please check if I am in range for UFB now, cause I am getting offers for it in my mail from Vodafone and Spark". The answer was "UFB it is available at your address now", but he needs to connect me to the sales team. OK.

With the sales guy.

Me: I would like to apply for a UFB plan.

He: You have a problem with your USB. I will forward you to a technician.

Me: No no, they just connected me to you. I would like to apply for UFB as in Ultra Fast Broadband.

He: A broadband. Yeah, I can do that. Please give me you account number.

Now keep in mind I talked to the technician before and he could see my account due to my cellphone number on his screen.

Me: Uhm, I have a problem with my internet connection at the moment, that is why I talked to the technician before. I get everything from Slingshot via email. I can't get to my account number right now. So could you just check via my address.

He: What is your cellphone number.  I gave him my number.

He: I see here you account has been canceled. So you wan't to apply for a new one?

Me: I get bills from you guys every month. My account is not canceled.  He: Your account has been canceled in 2013 Me: This is my old account, I have another one. Could you check the address.

He: You need to provide you account number. Me: Ok. I will call back. He: What?

I just hung up. How is it that the technical support team can see my account, no problem and the sales team is not. If they can't see it with the cellphone number, how hard is it to check via my address? Then ask me your usual questions about name and date of birth to confirm it is me.


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  Reply # 1198521 16-Dec-2014 17:03
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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.



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Slingshot

  Reply # 1198835 17-Dec-2014 08:43
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Whelp, that's embarrassing. I'm really not sure why it was so hard for them to find your account. Any unique identifier would have worked fine (sounds like you mentioned you usually correspond via email so they could have just checked your email address. /sigh).

Are you able to message me some details? I'll check that fibre availability for you now and follow up with some more training for the sales person.

Cheers,
Chris






 
 
 
 


J32



79 posts

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+1 received by user: 9


  Reply # 1198856 17-Dec-2014 09:23
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Slingshot: Whelp, that's embarrassing. I'm really not sure why it was so hard for them to find your account. Any unique identifier would have worked fine (sounds like you mentioned you usually correspond via email so they could have just checked your email address. /sigh).

Are you able to message me some details? I'll check that fibre availability for you now and follow up with some more training for the sales person.

Cheers,
Chris




I do prefer contact via email, rather than phone. But I think I only mentioned to the sales person that i can't get into my email, because I have that faulty line problem. We got new power poles in our street and when Chorus switched them over, something must have gone wrong when they did that.

 

I messaged you my details.  Thanks again!

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