Two and a half months without internet. No end in sight.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Two and a half months without internet. No end in sight.

Hobchild

623 posts

Ultimate Geek

#180480 10-Sep-2015 18:20

I have a very unusual issue regarding my fibre connection. I know this because I'm reminded every time I call 2D to find out if there is any progress on it.

It's coming up to three months and while I understand that it's an unusual fault I personally don't think anyone is actually trying to figure it out as only once has a Chorus technician come out to my house and that was almost two months ago. It seems like it's been chucked in the too hard basket leaving me to just suffer.

What really gets on my wick though is they continue to charge me and I can't change ISP's because that would be breaking my contract. Isn't part of the contract they supply me with internet?

So I really am stuck between a rock and a hard place. I asked one of the customer service reps what he would do in my situation, he said he'd probably move house. So anyone want to buy a house with no phone or internet.

Any suggestions on what I should do. I'd appreciate any advice.

P.S. This issue started when they were still Snap.

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8953 posts

Uber Geek

#1385134 10-Sep-2015 18:22

Don't leave us hanging - what's the fault?

Aredwood

3885 posts

Uber Geek

#1385135 10-Sep-2015 18:23

What is the fault?

Hobchild

623 posts

Ultimate Geek

#1385145 10-Sep-2015 18:33

Well the fault in short is basically I can't use the internet. Everything says it's connected and it might load a page if I refresh it several times but that's about it. I can run a speedtest but it won't finish, it does report that I'm getting about 900mb down but it won't even start the upload part. I'll reiterate that it's been like this for 83 days now and counting.

Rikkitic

Awrrr
18657 posts

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Lifetime subscriber

#1385148 10-Sep-2015 18:40

Surely you can sue them for something like this. What about Fair Go?

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RunningMan

8953 posts

Uber Geek

#1385157 10-Sep-2015 18:49

And what is your setup? What troubleshooting has been done?

Hobchild

623 posts

Ultimate Geek

#1385162 10-Sep-2015 19:02

Both the ONT and the modem have been replaced. Snap/2D sent down a test probe (it's a PC of some sort) but as far as I know they are unable to see it.

Hobchild

623 posts

Ultimate Geek

#1385173 10-Sep-2015 19:05

Rikkitic: Surely you can sue them for something like this. What about Fair Go?

Thanks, these options are being considered.

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gregmcc

2147 posts

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#1385174 10-Sep-2015 19:05

easy fix,

send 2D a letter, 10 days to fix to a mutually agreed standard or else consider the contract null and void due to them been unable to provide the service as describe in the contract

then sign up with another provider

Aredwood

3885 posts

Uber Geek

#1385175 10-Sep-2015 19:07

What happens if you do a ping or traceroute to a website? Do you know anyone else with a 2 deg account so you can try logging in with their details. When you say 900 meg are you on a gigatown connection? Or are you getting a way faster speed test than you should? Have you asked if they have blocked your connection due to a ddos attack being aimed at your IP address? As that has happened to me and no international websites work. But some local ones still do. Are you using the default DNS server's?

RunningMan

8953 posts

Uber Geek

#1385178 10-Sep-2015 19:10

Any more details - router make / model etc?

KrazyKid

1238 posts

Uber Geek

#1385190 10-Sep-2015 19:16

If they cannot provide a service then they cannot charge you.
Assuming you have made reasonable steps to allow them to get it working (and it sounds like you have) I would say you can break your contract.
If you are going to do this I would call them to explain what you want to do and talk to them.
I would follow that call up with an email stating what you explained over the phone and that you were terminating the contact.
Then stop paying.
You may have a case to claim a refund for the period you did not have service once fibre was installed.
I would not expect you to be entitled to any other monies.

Saying all this is the issue really a snap/2D issue or a chorus one. Will moving ISP change anything?

Have you asked them to stop charging you and credit the prior months while this issued is resolved?
Maybe they will say yes to that?
Can they put ADSL on for you?

freitasm

BDFL - Memuneh
79250 posts

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Geekzone

Lifetime subscriber

#1385225 10-Sep-2015 20:12

Does it happen over WiFi, ethernet or both?

One PC, tablet, or everything/anything?

Tried different MTU configuration?

Hobchild

623 posts

Ultimate Geek

#1385230 10-Sep-2015 20:21

KrazyKid: If they cannot provide a service then they cannot charge you.
Assuming you have made reasonable steps to allow them to get it working (and it sounds like you have) I would say you can break your contract.
If you are going to do this I would call them to explain what you want to do and talk to them.
I would follow that call up with an email stating what you explained over the phone and that you were terminating the contact.
Then stop paying.
You may have a case to claim a refund for the period you did not have service once fibre was installed.
I would not expect you to be entitled to any other monies.

Saying all this is the issue really a snap/2D issue or a chorus one. Will moving ISP change anything?

Have you asked them to stop charging you and credit the prior months while this issued is resolved?
Maybe they will say yes to that?
Can they put ADSL on for you?

My last conversation with them was very similar to this. That is when I found out that they would still hold me to my contract. I was actually quite shocked tbh. I have asked multiple times if at the least they can stop charging me and I get told the same thing every time, I will get a refund once the issue is solved but until then I have to keep paying. I even asked if I could receive extra data while this is being resolved (also a 2D mobile customer) and the guy I was taking to sounded pretty confident that they would but alas I never heard back from them on that.

I'm unsure if changing ISP would solve anything but at the least it would rule them out and put the accountability solely on Chorus. I should mention that it worked fine when it was initially installed the issue started two or three weeks afterwards.

They were going to switch me back to VDSL but then Chorus rung me and told me that I no longer had copper running to my house so that was impossible. I'm sure they could reinstall it but I think it's probably a case of who's going to pay for it.

Hobchild

623 posts

Ultimate Geek

#1385233 10-Sep-2015 20:24

RunningMan: Any more details - router make / model etc?

It's a fritz box 7360 this was the replacement they sent, the issue began on my old 7340.

Hobchild

623 posts

Ultimate Geek

#1385235 10-Sep-2015 20:30

freitasm: Does it happen over WiFi, ethernet or both?

One PC, tablet, or everything/anything?

Tried different MTU configuration?

Anything and everything wired or wireless and sorry I don't know how to change my MTU configuration, but at the start the call centre reps had me trying multiple different settings.

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