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4 posts

Wannabe Geek


Topic # 185769 4-Dec-2015 17:51
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Need to vent to someone, here seems to be a good spot.
Both my wife and I work from home and use internet. Three years ago we had an ADSL link with Orcon, service was good, but started suffering speed problems and service started to deteriorate. We applied for an upgrade to VDSL and were told that a re-installation would cost $160. An advert for Spark (Telcom then) said "switch to VDSL and get free installation and first month free" so it was a no brainer, we switched with a one year contract. Ok, so speed was no faster than our old Orcon ADSL and we had the odd brown outs, but what peeved me off was not being able to talk to a human when we have a problem. When my year was up, I spoke to Slingshot, the saleslady was nice and assured me that they have real people working on their helpdesk and they are based in Auckland. I filled in my online form and a modem duly arrived in the post.

Then the problems began. Text messages, all starting with "Slinshot here.."

29 Oct "your broadband is due to be connected on 03 Nov 2015."
30 Oct "Sorry, change with connection date, now 30 Nov 2015"
25 Nov "..your connection date is 01 Dec 2015" (It doesn't happen)
02 Dec 10:59 "..Sorry new connection date is 02 Dec.. (It doesn't happen)
02 Dec 11:02 " ..Great news your home line service is now active with slingshot." ??
02 Dec 12:16 " .. A technician is due to connect you new service on 03 Dec 2015

During this litany of texts I phoned the help line a couple of times and during the hour on hold, was told that I should use their "on line" help service! Difficult when you are phoning to report that you are not "on line"
However on one successful call I managed to speak to a lady who stepped me through some modem settings and our internet connection came up. Too soon for celebration..only up for three hours then internet drops. Modem lights all report OK DSL is up and it says that internet is up but nope..dead.

My very frustrated wife also phoned to vent her wrath and was told that the problem was with Chorus. We were given a Chrous job number. A Chorus technician pitched and told us that nothing was wrong with the home installation.
Then a Chorus quality controller turned up, he was very nice and suggested that we monitor the service and report the frequent drop outs to Slingshot. But how? Their "on line" reporting system seems to be un-read. No response!

Finally, yesterday, another Chorus technician rolls up. He says the modem is getting too hot and re-installed my old Spark VDSL modem. Happy to report our setup is stable. At least until Spark want their modem back. Anyone know how to tell Slingshot that we need a new modem? Can anyone suggest a service provider who will take their customers a little more seriously?

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  Reply # 1440666 4-Dec-2015 17:51
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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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  Reply # 1441769 7-Dec-2015 09:05
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Hiya,

Happy to take a look and see what happened with your connection and arrange a replacement modem. If you message me directly with your account number i'll get on it asap.

Cheers




xpd

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  Reply # 1441815 7-Dec-2015 09:43
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Just as a side note, youve been on 3x ISP's now and had speed issues with all - that points to (most likely) a wiring issue somewhere. I'd get that checked......




XPD / Gavin / DemiseNZ

 

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4 posts

Wannabe Geek


  Reply # 1442930 8-Dec-2015 16:49
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Hiya Slingshot,

Got a new modem delivered a hour ago. Set it up and its working.
Thanks for your offer of assistance, its much appreciated, but seems
I might not need it right away.

Also got a reply from the online contact enquiry, apologising for taking so long to respond.

Holding thumbs that its going to keep working.

Thanks again.

Tony.



4 posts

Wannabe Geek


  Reply # 1442951 8-Dec-2015 16:57
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Xpd,

Thanks for your suggestion. Chorus did line checks twice and seemed happy that our wiring is ok. the speed problem is, just that it is not consistent.
There are times when it slows to a crawl, but there are other times that it is surprisingly fast.

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