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Topic # 173585 28-May-2015 13:50
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Well, after a few months' wait due to consents etc, my fibre was connected with ONT and modem installed and configured yesterday.  However, the modem currently has no internet connection.  Do I need to do anything else to have this service provisioned?  My understanding from reading elsewhere on GZ is that this should be done automatically.  I'm possibly being impatient here I know

Also, on the tripleplay device, is there any way to stop the DSL light flashing the whole time?  Presumably this means it's trying to establish a DSL connection, but it's never going to achieve that because there is nothing connected to the DSL port

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  Reply # 1314133 29-May-2015 14:01
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Well, just spent over an hour on the line to Slingshot trying to get this sorted out, with the end result that they need to disconnect my VDSL service and leave me without internet connection for up to 10 days while they work out what's wrong with the UFB connection.  Lots of reboots, "it should be working", re-entering passwords, "it looks like it's working from our end" etc etc.  I've had to put back the date when they even start to look for the fault until after the weekend because I have zero confidence that they would do anything over the long weekend

Does it really need to be this difficult Slingshot?  And presumably, you'll be fine with the bill for mobile data I send you for the ten days that will be the only internet connection my family has?



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  Reply # 1316978 3-Jun-2015 20:42
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Finally got this resolved today - turns out the ONT had some incorrect config settings that Chorus had to remotely correct

Then, no outgoing phone calls - a small tweak to VOIP settings with helpdesk sorted that
 
Remaining problem is speed - only 30 down 10 up, apparently that is a side effect of the trouble shooting they were doing and will be corrected in the next few days

 
 
 
 


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  Reply # 1317019 3-Jun-2015 21:26
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Chorus provides some tools to the ISP to troubleshoot DSL connections: is the link up, what speed it is at, etc. None of these are available for fibre. Troubleshooting fibre is a stab in the dark for the ISP as well as the customer.

The cutting off the DSL before the fibre is working part is bad though, did they explain why they are doing that?



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  Reply # 1317039 3-Jun-2015 21:31
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They said they couldn't trouble shoot the UFB fully with the DSL still active

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