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Wannabe Geek


Topic # 161914 23-Jan-2015 09:53
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Hi Guys,

Im currently trying to switch over from Orcon to Slingshot, upgrading from ADSL to VDSL. So far im not impressed with the process speed and issues that have arisen.

Been almost 3 weeks now Since we contacted slingshot to change and have had almost every excuse under the sun for the delays.

Contacted slingshot on 5th jan asking to setup VDSL. The operator told us we need to have a manual check done on our line with chorus as they have no information about or premises, weather or not we can get VDSL. This is fine and we wait for slingshot to get back to us with this information (told 2-3 days). Had to call back ourselfs on Friday for an update, in which we were told that we can get VDSL.

We were then told to call orcon and ask for our connection to be disconected and in the mean time slingshot will setup the new connection. We had to again contact slingshot 4-5 days later and then get told there is an issue and we have to call orcon back and tell them to cancel the request for the disconection as they will contact orcon themselfs to initiate a transfer.

We do this and get told at the time that we should be online by last riday and the modem will be with us then. At no time a technician is needed to to our house to help set us up.

Call slingshot back again last tuesday and ask WTF is going on as im starting to get abit annoyed to say the least. The operator tells us that our account has an issue and is"broken" so he will delete the account and set it up again and proceeds to tell us that it will all be resolved this week. Now its friday :\

TLDR;

Not sure if im being impatient but does it usually take 3 weeks to set up VDSL or are slingshot just slow at admin?

Any advice appreciated.

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  Reply # 1220584 23-Jan-2015 09:53
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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 # 1220651 23-Jan-2015 11:16
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Hey OP,

That does not sound like a good time. Are you able to message me with your account number or something similar and I'll see if I can hurry things along.




 
 
 
 




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Wannabe Geek


  Reply # 1220724 23-Jan-2015 12:53
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Message sent, thanks for the reply.

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Geek
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  Reply # 1230237 3-Feb-2015 10:01
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My mate had exactly the same problem about 3 years ago when he moved from Orcon to Slingshot.

He also had to get a new landline number because they couldn't port his Orcon number to Slingshot.

He was without any internet/phone connection for about 1 month.
I think this was one of the motivators for him to move to Aussie.
He was fed up with sub-standard third world customer services in NZ.

That was before Callplus bought Orcon but I am surprised to see that this is still happening.

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  Reply # 1245590 24-Feb-2015 14:56
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My switching to Slingshot experience isn't going too well either.  After asking (in Jan) for a 9 Feb switch date, finally had confirmation that the install guy would be around on the 23rd.  Sure enough, Chorus van turned up with a very large but barely intelligible 'technician' who proceeded to survey the job.  First disappointment was that despite having Telecom "pillars" at the bottom and top of the shared drive, there is no duct between them (house built in 2001) so trenching is required. Second problem is that he was adamant that I would have to pay for this, despite ISP websites saying things like "How much does UFB cost?  First let’s tackle the installation.  It’s a pretty decent piece of work, taking a new cable from the side of the street to your lounge. So you’d expect there’d be a bunch of costs. In the vast majority of cases it’ll cost nothing, nada, zilch. However you could be charged if you have a massive driveway (over 200m long), live in a gated community, or live in apartments above 3 stories high."
Well, my drive is about 35m long and is shared with one other house, so I can't see why there should be a charge.

Third concern is that he has left me with a blank, poorly photocopied form which I think (as I said, his English wasn't great) I need to fill in and get signed by my neighbour.  Who happens to be living elsewhere while he rents his house out, so that won't be simple.

At least I have my new modem, although this seems to be a downgrade from my existing VF VDSL unit which has Gbe.

If UFB wasn't $25 cheaper than my existing VDSL I think I'd be putting this all in the "too difficult" basket right now

Any comment from Slingshot on installation costs or what happens next?

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  Reply # 1246189 25-Feb-2015 10:08
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Generally there's no charge for a fibre install but if any trenching is needed (despite the service type) it's the responsibility of the property owner. It's a shame about the experience with the Chorus chap but if that's what he says then I'm afraid that's what you'll need to do.




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  Reply # 1246192 25-Feb-2015 10:15
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Slingshot: Generally there's no charge for a fibre install but if any trenching is needed (despite the service type) it's the responsibility of the property owner. It's a shame about the experience with the Chorus chap but if that's what he says then I'm afraid that's what you'll need to do.


So could you clarify what is meant to happen next?  Do I send the form to the owner of the neighbouring house for completion, or does Slingshot?  If it's me, I probably need a different form, because the one I have implies that the connection is to be at the house of the person signing.  Should I expect to receive a quote from Chorus for the work required?  I'm not happy about signing up for work to be done when I have no idea of the potential costs.

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  Reply # 1246195 25-Feb-2015 10:17
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Slingshot: Generally there's no charge for a fibre install but if any trenching is needed (despite the service type) it's the responsibility of the property owner.


Since when has this been the case?

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  Reply # 1246203 25-Feb-2015 10:24
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lxsw20:
Slingshot: Generally there's no charge for a fibre install but if any trenching is needed (despite the service type) it's the responsibility of the property owner.


Since when has this been the case?


It does seem strange doesn't it?  We have ISP websites saying "the vast majority of installations are absolutely free" and for me, living in a perfectly average suburban environment, I'm going to be charged for 35m of trenching and 3m of concrete cutting, with re-instatement.  And presumably if my neighbour signs up next month it'll be free for him, because I will have already paid.  Maybe VDSL ain't so bad after all

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  Reply # 1246205 25-Feb-2015 10:26
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The form sounds like a consent form, not the go ahead for the trenching. Flick me a message with some of your account details I can arrange a site audit, they might be able to find an alternative that doesn't cost you.


lxsw20: Since when has this been the case?


Always afaik




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  Reply # 1246208 25-Feb-2015 10:29
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I don't think you're quite right on that one sorry. Happy to be proven wrong. 

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  Reply # 1246212 25-Feb-2015 10:36
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lxsw20: I don't think you're quite right on that one sorry. Happy to be proven wrong. 


It's what I was told by our provisioning guys. I'd much rather I'm wrong tbh, easier for OP. Getting a 3 opinion now :/




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  Reply # 1246283 25-Feb-2015 12:12
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Chatted with our Chorus chap. So for residential fibre the trenching costs should only go on to the end user when it's either a really long way or it's above and beyond the standard install. Example scenario was where if a solution was to do an above ground install but the user insisted on trenching then the user has to pay. Sorry for the confusion! I'll make sure the rest of our team knows this too.




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  Reply # 1247261 26-Feb-2015 19:27
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A quick update on this.  It seems that there won't be a charge for trenching, presumably because this is the only practicable way of running the fibre in this case.  Still annoyed with the Chorus tech who visited and told me there would be a charge.  And he didn't even look inside my house, so presumably there will have to be another surveying visit later to decide what needs to be done.  In all, the Chorus tech was a bit of a waste of space.
Chris from Slingshot has been very helpful in sorting this out - thank you
The latest complication is that I get home from work today and a letter from VF (current provider of my VDSL) saying my VDSL is to be terminated at my request, date not specified.  On phoning them, the date is today.  So I have a UFB connection at some date in the future when consent from neighbour has been obtained, trench has been dug, house has been surveyed, and fibre connected.  But VDSL disconnected today.  Fantastic.  So now I've spent time on the phone to VF and Slingshot being passed around various departments defrring this disconnection and trying to get Slingshot to pick up my VDSL until they can upgrade to fibre.

 Note to ISPs and Chorus - it shouldn't be this freaking difficult!!  I'm an IT professional who is keen to get UFB and understands the engineering work required.  And I very nearly can't be bothered because of the crap processes I have to follow to get this service.  If you want average consumers to do this, it needs to be done much better

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