Mixed results with support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Mixed results with support

Falloutboy

50 posts

Geek

#180670 17-Sep-2015 12:30

Since 2Degrees have taken over from snap I must say that their support now leaves a lot to be desired.

I have found that depending on who I talk to and on what day I talk to support I get vastly different answers...

Prime example to follow.

My fritzbox 7490 needs to be downgraded to OS6.20 from IS6.30 after it wasn't initially set up correctly and automatically updated, I asked support if my VDSL2 line could support an ADSL2Plus connection and was told no.

I was then reading online details about ADSL/VDSL2 standards to discover that most DSLAMS support VDSL2 and ADSL2Plus and this was one of the big selling points for VDSL2.

I phoned 2degrees support again and after some umming and erring the guy went away and spoke to one of their techs and informed me that yes I could use an ADSL2Plus modem on a VDSL2 connection provided that the modem supported ADSL2Plus and VLAN tagging (801.Q) which i found in this case it did TP-LINK TD-8840T.

So while my modem is off being downgraded I am going to give this a s shot.

Has anybody else had conflicting information in this way, I am beginning to think 2degrees needs to have a centralized database so that they can store and answer accurately these technical questions?

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6434 posts

Uber Geek

#1389005 17-Sep-2015 12:38

pretty sure than an ADSL modem will simply not work on a VDSL connection, no matter what you do.

(you CAN use a VDSL modem on an ADSL connection though)

lxsw20

3555 posts

Uber Geek

Subscriber

#1389009 17-Sep-2015 12:47

You can't use an ADSL modem on VDSL. You would need to get your plan downgraded to ADSL before you could use an ADSL modem.

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1389011 17-Sep-2015 12:47

Technically ADSL and VDSL are all run on the same hardware, Except older hardware that doesn't support VDSL of-course and support for either can be switched on and off at will.

However,

Chorus a long time ago decided that they will configure them to work for ADSL or VDSL not both at once (combined with the fact that they sometimes use older non-VDSL supporting hardware for ADSL connections), So no you cant just plug in an ADSL modem (and no, Chorus do not make exceptions to the rules they make up)

The ISP can request Chorus downgrade your connection to ADSL then upgrade to VDSL later but that depends on what they are willing to do and how long its all going to take as the change over may cost them money as well as taking a random amount of time.

Falloutboy

50 posts

Geek

#1389054 17-Sep-2015 13:45

The detail I was reading was this...

https://www.broadband-forum.org/downloads/About_DSL.pdf

fe31nz

1232 posts

Uber Geek

#1389112 17-Sep-2015 15:19

Why does your 7490 need to be sent away? If you use the recovery image, you should be able to do that yourself. I have done it on my 7390, and it works well.

http://en.avm.de/nc/service/fritzbox/fritzbox-7490/knowledge-base/publication/show/160_Restoring-the-FRITZ-OS-of-your-FRITZ-Box/

Only the latest recovery image is downloadable from the AVM FTP site, but 2DM support should be able to just provide you with a copy of the older 6.20 version. Then it would take maybe half an hour for you to do it. The older file should be named FRITZ.Box_7490.en-de-es-it-fr-pl.06.20.recover-image.exe.

Falloutboy

50 posts

Geek

#1389137 17-Sep-2015 15:52

fe31nz: Why does your 7490 need to be sent away? If you use the recovery image, you should be able to do that yourself. I have done it on my 7390, and it works well.

http://en.avm.de/nc/service/fritzbox/fritzbox-7490/knowledge-base/publication/show/160_Restoring-the-FRITZ-OS-of-your-FRITZ-Box/

Only the latest recovery image is downloadable from the AVM FTP site, but 2DM support should be able to just provide you with a copy of the older 6.20 version. Then it would take maybe half an hour for you to do it. The older file should be named FRITZ.Box_7490.en-de-es-it-fr-pl.06.20.recover-image.exe.

When I first got my box it wasn't fully setup and auto update was enabled ( didn't know this ) - nothing worked not the phones the net - zip.

Phone 2DTS and they logged in from remote and setup stuff, they told me also that the phones wouldn't work because that had not been provisioned yet,

Okay so I now had internet access and I setup an external drive on my Fritz box with an Ext3 drive for putting files on, I uploaded all of the Witcher3 and the documentation for our E.Q.C claim and all the paperwork that goes with it so that we could both access it ( myself and my wife ) and it worked well.

Overnight however the Fritz box updated it's firmware to 6.30 and while the extra speed boost it provided was nice I have noted that the Ext3 drive has stopped working, telnet is now disabled so I cant see whats happening accept through the user interface.

I have tried accessing the drive on a Linux PC but it can't seem to figure out the drive geometry and the Fritz box now says the drive has an invalid partition type so I can only assume that Fitz OS 6.30 kills ext3 compatibility thus the reason to need to reset to 6.20.

2Degrees tried restoring to 6.20 and struck the same problem I did - it told me to sod off because there was a newer version already installed.
They initially jumped up and down about flashing back to previous firmware saying it would break everything and the phones would stop working yada yada yada and it invalidates warranty and it can't be done and then said it could.

AVM tried to send me the firmware file but that failed as the email attachment was 25meg and Webmail went "nope not doing it", I have since asked that the file be sent via TempSend.

and while 2DM could send me the file and have me do it myself as I do have the technical aptitude - they have opted not to and have said also it would take four hours.

fe31nz

1232 posts

Uber Geek

#1389160 17-Sep-2015 16:21

I just went searching, and it seems that the Belgian version of 6.30 has not been released yet, so this URL:

http://download.avm.de/fritz.box/fritzbox.7490/x_misc/belgium/

seems to still point to the old 6.20 international version recovery image. I have downloaded a copy in case it disappears soon.

No such luck for my 7390, but fortunately I had already downloaded the 6.20 recovery image, and previously also the 6.06 recovery image for it. If anyone needs a copy of any of these, I have put them on my web server on blind URLs:

http://www.jsw.gen.nz/fritzbox/FRITZ.Box_7490.en-de-es-it-fr-pl.06.20.recover-image.exe
http://www.jsw.gen.nz/fritzbox/FRITZ.Box_Fon_WLAN_7390.en-de-es-it-fr.06.06.recover-image.exe
http://www.jsw.gen.nz/fritzbox/FRITZ.Box_Fon_WLAN_7390.en-de-es-it-fr.06.20.recover-image.exe

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

Falloutboy

50 posts

Geek

#1389184 17-Sep-2015 17:00

fe31nz: I just went searching, and it seems that the Belgian version of 6.30 has not been released yet, so this URL:

http://download.avm.de/fritz.box/fritzbox.7490/x_misc/belgium/

seems to still point to the old 6.20 international version recovery image. I have downloaded a copy in case it disappears soon.

No such luck for my 7390, but fortunately I had already downloaded the 6.20 recovery image, and previously also the 6.06 recovery image for it. If anyone needs a copy of any of these, I have put them on my web server on blind URLs:

http://www.jsw.gen.nz/fritzbox/FRITZ.Box_7490.en-de-es-it-fr-pl.06.20.recover-image.exe
http://www.jsw.gen.nz/fritzbox/FRITZ.Box_Fon_WLAN_7390.en-de-es-it-fr.06.06.recover-image.exe
http://www.jsw.gen.nz/fritzbox/FRITZ.Box_Fon_WLAN_7390.en-de-es-it-fr.06.20.recover-image.exe

I found the firmware - now knowing the name on the Australian AVM site but guess what it baulks saying that the ISP has customized the default.cfg and it can't proceed.

fe31nz

1232 posts

Uber Geek

#1389187 17-Sep-2015 17:10

Try doing a factory reset procedure:

Set your IP manually to something in the 169.254.1.x range (169.254.1.3)
Unplug the router and wait 10 seconds Plug it back in
Open a command windows (cmd) and do ping 169.254.1.1 -t
As soon as you get reply's go to the webinterface at 169.254.1.1
You have a option 'click here if you forgot your password' (click on here)
Then click 'Restore factory settings' (This option disappears after about 10 minutes)

I copied that from here:

http://superuser.com/questions/350980/how-to-reset-a-fritzbox-dsl-router-to-factory-settings

Falloutboy

50 posts

Geek

#1389211 17-Sep-2015 17:36

fe31nz: Try doing a factory reset procedure:

Set your IP manually to something in the 169.254.1.x range (169.254.1.3)
Unplug the router and wait 10 seconds Plug it back in
Open a command windows (cmd) and do ping 169.254.1.1 -t
As soon as you get reply's go to the webinterface at 169.254.1.1
You have a option 'click here if you forgot your password' (click on here)
Then click 'Restore factory settings' (This option disappears after about 10 minutes)

I copied that from here:
http://superuser.com/questions/350980/how-to-reset-a-fritzbox-dsl-router-to-factory-settings

I will give that a try as soon as I can, unfortunately my wife has downloaded a game from wild tangent which seems to have installed a virus - stupidly enough with her permission on her computer and I now have to recover that before I can sort this or I wont get a moments peace.

As far as I am aware though a default.cfg would survive a factory reset - but I could be wrong.

Falloutboy

50 posts

Geek

#1389371 17-Sep-2015 23:07

Falloutboy:
fe31nz: Try doing a factory reset procedure:

Set your IP manually to something in the 169.254.1.x range (169.254.1.3)
Unplug the router and wait 10 seconds Plug it back in
Open a command windows (cmd) and do ping 169.254.1.1 -t
As soon as you get reply's go to the webinterface at 169.254.1.1
You have a option 'click here if you forgot your password' (click on here)
Then click 'Restore factory settings' (This option disappears after about 10 minutes)

I copied that from here:
http://superuser.com/questions/350980/how-to-reset-a-fritzbox-dsl-router-to-factory-settings

I will give that a try as soon as I can, unfortunately my wife has downloaded a game from wild tangent which seems to have installed a virus - stupidly enough with her permission on her computer and I now have to recover that before I can sort this or I wont get a moments peace.

As far as I am aware though a default.cfg would survive a factory reset - but I could be wrong.

I was right it does survive a factory reset the result of performing a factory reset and then performing the firmware recovery tool is as follows.

Note The device contains basic setting adapted for your internet service provider (defaultconfig). Recovery could make the device inoperable

on the defaultconfig network.

Please contact your Internet Service Provider instead.

Aborting the recovery.

raim

5 posts

Wannabe Geek

#1389386 17-Sep-2015 23:56

Hah, yeah the support is terrible.

yes i use a cat6 cable
yes orange light on fibre box
yes tried only having having single PC connected

I mean first and second time sure, but been calling for the last 3 weeks and getting same try turning it on/off approach. (yeah they cant fix my net)
Dont they have a notes system for customers?

If i werent locked into this $499 cancellation fee I'd be off to another ISP, hell i didnt sign up to 2degrees, i was with SNAP where 200/20 meant 200/20 not some unstable random fibre ranging from 30mbps to 70mbps.

still cant watch twitch.tv stream... lol

Falloutboy

50 posts

Geek

#1389389 18-Sep-2015 00:30

raim: Hah, yeah the support is terrible.

yes i use a cat6 cable
yes orange light on fibre box
yes tried only having having single PC connected

I mean first and second time sure, but been calling for the last 3 weeks and getting same try turning it on/off approach. (yeah they cant fix my net)
Dont they have a notes system for customers?

If i werent locked into this $499 cancellation fee I'd be off to another ISP, hell i didnt sign up to 2degrees, i was with SNAP where 200/20 meant 200/20 not some unstable random fibre ranging from 30mbps to 70mbps.

still cant watch twitch.tv stream... lol

Get them to make notes so they know what they have done and then you can refer them back to them so you don't have to explain what you have already tried. Most of the stuff they lock down I think for newbs but I have been working with computers and coms equipment for 40 years now - that doesn't mean I know everything but I do have a lot of experience with technology and setting it up everything from the OSI 600 and ZX80 through to mainframes like the PDP 11/03 and the Dec Alpha 5/300. I get annoyed when there is something that I can't do because of bureaucracy and treating everyone like sheep when some of us have as much and possibly more knowledge than those setting up the devices and if we don't know we learn - locking things down takes away the ability to know everything about gear that we either own now or will own at the end of the contract period which is when they will try and sell us something else.

mtvessel

66 posts

Master Geek

#1390123 19-Sep-2015 10:29

Falloutboy: Since 2Degrees have taken over from snap I must say that their support now leaves a lot to be desired.

I would agree with that.
Last night I had to phone 2Degrees about a text they had sent me which turned out to be their mistake.
Could have emailed but thought I needed to talk to them.
Anyhow I finally talked to someone after a wait of 29 minutes.
I ordered a new Fritzbox 7490 as well this week which they hadn't provisioned with the phone plus.
Sitting here now waiting to talk to them. My partner works casual relief and it's vital she has her phone.
So far I have waited 15 minutes and expect I will need to wait another 15 minutes to 30 minutes.
Before the 2Degrees apologists jump in say that I would have longer waits if it was Spark or Vodafone, I say I don't really care.
If 2Degrees want take over Snap then provide good customer service.
I pity the poor beggars who have to deal with irrate customers who have had to wait so long.
2Degrees executives should be made to handle customer enquiries.

Falloutboy

50 posts

Geek

#1390320 19-Sep-2015 16:36

mtvessel:
Falloutboy: Since 2Degrees have taken over from snap I must say that their support now leaves a lot to be desired.

I would agree with that.

I pity the poor beggars who have to deal with irrate customers who have had to wait so long.
2Degrees executives should be made to handle customer enquiries.

I have waited over an hour sometimes but at least now my major issue is resolved, rather than mucking around at the end of the day because the poor old tech had so much to do he just gave me a replacement modem for the one the had auto updated to 6.30. I have now recovered my files before connecting the box to the internet and have disabled auto updates. For the moment Ill keep them on my Nighthawk router until I know that AVM wont strip other FS out of the box - it wasn't in their change notes either.

I do not like the fact however that snap have locked down the settings on the fritz - and that can't be undone not all users are plebs and like to make modifications to their boxes and just happen to know what they are doing but oh no lets choose the lowest common denominator and lock everything as opposed to asking the user what they are capable of.

One way or another once the contract is completed I expect the box to be de plebized as at that point I will own it, in the mean time I will do what I can, the firewall though is definitely a mess it should be fully stealth but responds to remote requests with "Port closed" letting people external to your network know that there is something on that IP address, if they can see it they can hack it.

Decent firewalls just don't respond making it look like nothings there.

Snaps tech support team I know does work hard but I am wondering if 2degrees is making them deal with cellular phone enquirers as well which I believe would be one hell of an extra work load.

Either way at the moment the condition of their tech support is "not good".

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