Slingshot connectivity issues

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Slingshot connectivity issues

cokemaster

Exited
4927 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#16844 30-Oct-2007 21:54

Has any one been having internet connectivity issues with slingshot? I've been having issues where the ADSL sync has been fine, PPP is fine as well as pings - but no data transfers.

I've tried multiple routers. Line quality is fine.

Rang slingshot and was on hold for 40 minutes and was told this. Was told that this would be sent to the 'network team', however, when prompted - they would not provide a case or reference numbers nor would they give a response time or agree to call back. Given past experiences, I'm not entirely convinced that they are being completely upfront as most helpdesks can typically issue reference numbers.

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

1 | 2 | 3

1819 posts

Uber Geek

Trusted

#93113 31-Oct-2007 00:22

That's a shocker, as Slingshot should give a job number when requested.

Have you tryed posting on the slingshot froms as there are from real humans (yeah they even get a little stressed at times too) that can chase ya problem for you. I know the Slingshot forums are not an offical support chanel for slingshot, but hey, when the support channels not working, it's good the forums there.

Gigs

95 posts

Master Geek

#93118 31-Oct-2007 07:58

Depends how they log the fault, if they are just passing the information on up the chain then often you just use your own account number as the reference as they should note it against the account.

But no, no issues here at all, it's been going great for me lately.

coffeebaron

6231 posts

Uber Geek

Trusted

Lifetime subscriber

#93126 31-Oct-2007 09:06

cokemaster: . Was told that this would be sent to the 'network team', however, when prompted - they would not provide a case or reference numbers nor would they give a response time or agree to call back. Given past experiences, I'm not entirely convinced that they are being completely upfront as most helpdesks can typically issue reference numbers.

What happens if you log a fault via email to their support address, does this trigger a reference number? If so, you could do that, then follow up with a phone call quoting your reference number.

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
Wi-Fi and networking
Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

bradstewart

4335 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#93129 31-Oct-2007 11:00

cokemaster: Has any one been having internet connectivity issues with slingshot? I've been having issues where the ADSL sync has been fine, PPP is fine as well as pings - but no data transfers.

Same thing has been happening to me with Orcon, but they deny there is a problem.

uncmil

48 posts

Geek

#93172 31-Oct-2007 17:50

I spent quite a while on the phone to SS: consensus was that there was a fault, mainly effecting customers who had blown their data caps. Apparently everything worked, but you just couldn't visit any sites.

Whined about it on the SS forums and called later on when things still weren't working. Helpdesk guy told me that the fix had caused everything to go boom, so no one was getting service from them.

cokemaster

Exited
4927 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#93176 31-Oct-2007 18:55

uncmil: I spent quite a while on the phone to SS: consensus was that there was a fault, mainly effecting customers who had blown their data caps. Apparently everything worked, but you just couldn't visit any sites.

Well it looks 'ok'ish at the moment. There are times where web traffic just stops or more commonly slow down to sub dial up speeds.

Speeds range from 20kbps to 1mbps (with most speeds being near the lower end of that scale), just waiting for my Xtra broadband connection (with its expensive excess, but with much better speeds) monthly allowance to roll over.

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

cokemaster

Exited
4927 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#93722 4-Nov-2007 19:52

Got back from Geekzones Moderator meeting to try out this slingshot connection.

I've found a dozen international sites that either time out, or have extremely slow connectivity. MSN messenger does not work, despite on the same computer using Telecoms Mobile broadband - all of these sites work fine.

IRC does not work either. Works fine over Mobile broadband.

I will probably start pulling terms out of the CGA after the 40 minute hold time.

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

cokemaster

Exited
4927 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#93728 4-Nov-2007 20:36

Spoke to a very nice CSR at sling after a significant 20+ minute hold time.

She got me to do some pings which confirmed the internet connection was working, which is not the issue. However there still several issues like when internet access stops completely and can't access some internet sites.

Again going to be raised with 'Tier 2', but no case number, no call backs.

Asking for a team leader as I'm going to outline:

This fault has been occuring for 2 weeks.
This was raised previously. Again, no case number, no call back.
Issue kept going.

So they need to either
*   Fix the issue.
*   Start crediting back for the time that it was not working.
*   Waive the disconnection fee - if they are not able to resolve the issue, then the flat connection need to go to an ISP that will (note that my personal XTRA connection is working fine!)

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

KiwiOverseas66

173 posts

Master Geek
Inactive user

#93755 5-Nov-2007 08:29

What! They wont provide you with a case number? Is it a secret or something? Sounds like either a) they are so overloaded that providing case numbers would create more work for the CSRs because delays with resolving cases means more people ringing back with their case numbers, or b) their fault tracking system actually doesn't have numbered data base entries - which is too scary to comtemplate!!

Good luck.

hellonearthisman

1819 posts

Uber Geek

Trusted

#93758 5-Nov-2007 08:49

No you should have got a job/issue number, even if it was just another person with the same problem that had been logged, you should have been loged into that list of users with that problem. It's how they see where the issues that are causing the most problems.

I wrote on the slingshot forum this, could this issue be the last of the old style telecom management, with one of there evil plots to beat the compition isps, by providing them with bad service, as a result, the customer services get DOS attack from it's own customers, phoning to find out who's leaching all there bandwidth.

bradstewart

4335 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#93783 5-Nov-2007 12:31

hellonearthisman: I wrote on the slingshot forum this, could this issue be the last of the old style telecom management, with one of there evil plots to beat the compition isps, by providing them with bad service, as a result, the customer services get DOS attack from it's own customers, phoning to find out who's leaching all there bandwidth.

I have to say this is a rather bizarre thing to say. Did you forget to wear your tinfoil hat today?

hellonearthisman

1819 posts

Uber Geek

Trusted

#93786 5-Nov-2007 12:57

To many scifi books. No I don't think biz corps would really go like that, with the whole suehu art of business terriousm.

robbyp

1199 posts

Uber Geek

#93788 5-Nov-2007 13:18

cokemaster: Has any one been having internet connectivity issues with slingshot? I've been having issues where the ADSL sync has been fine, PPP is fine as well as pings - but no data transfers.

I've tried multiple routers. Line quality is fine.

Rang slingshot and was on hold for 40 minutes and was told this. Was told that this would be sent to the 'network team', however, when prompted - they would not provide a case or reference numbers nor would they give a response time or agree to call back. Given past experiences, I'm not entirely convinced that they are being completely upfront as most helpdesks can typically issue reference numbers.

Thats why I left Slingshot after being a customer for 6 years. They have really gone downhill in terms of support and their relibility. They also don't reply to emails, and their email suport system simply doesn't work.
I had a 2 day adsl outage, without any explaination, although they typically blamed telecom(their supplier) for it. They offered no apology, and refused to compensate for the outage. When I posted the issue on their forum, their moderater was rude to me, and locked the thread, and didn't answer my question, saying that the forums were not to be used for providing support, and to phone their 'help' desk

cokemaster

Exited
4927 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#93835 5-Nov-2007 19:31

Same issue, yet another response.

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

bites

24 posts

Geek

#93927 6-Nov-2007 13:12

cokemaster: Spoke to a very nice CSR at sling after a significant 20+ minute hold time.

She got me to do some pings which confirmed the internet connection was working, which is not the issue. However there still several issues like when internet access stops completely and can't access some internet sites.

Again going to be raised with 'Tier 2', but no case number, no call backs.

Asking for a team leader as I'm going to outline:
This fault has been occuring for 2 weeks.
This was raised previously. Again, no case number, no call back.
Issue kept going.
So they need to either
* Fix the issue.
* Start crediting back for the time that it was not working.
* Waive the disconnection fee - if they are not able to resolve the issue, then the flat connection need to go to an ISP that will (note that my personal XTRA connection is working fine!)

Wow .. this is grossly incorrect... the person you were speaking to is completely incorrect, I'd like to get your account details and contact that rep directly to "correct" that grossly incorrect information.

At no point do we "block or limit" traffic at all beyond the clearly stated 64k when you reach your bandwidth limit.

If you would like to discuss the issue cokemaster .. as you've stated .. there is a forum where we can investigate your issue with the appropriate details... or alternatively email me the details:

Gamesmaster@slingshot.co.nz

Cheers,
B
Callplus/Slingshot Operations

1 | 2 | 3