So after a bit of back and forth via emails and calls, I was told a few things:
- What I'm experiencing is not frequent enough to do anything about.
- The last disconnection detected from chorus' end is 15/12/15, even though I've been having disconnections consistently well past that date. In fact, I sent in an image of the ONT showing a lost connection (Red light on the optical), on a much later date than that. Near the end of the year.
- After this was investigated further, I got a text a couple of days ago saying, it should all be fine and resolved.
- It wasnt, it disconnected once later that afternoon. I was like, OK fine. A one-off, maybe that was the last one.
- It wasn't. It died again yesterday night. This afternoon at around 4.30, at which point I called the tech support, only to receive a reply of "there's nothing we can do. Monitor your connection for 24 hours, for us to raise it further, we need more evidence".
- I was also told in the phone call that, "frequent disconnections are anything over 15 times per day". Which is absurd. Most of us are only awake for like 14-16 hours a day. So basically if it's not dying every hour that you're awake, there's no fault. Logic!
- What's amazing is, right after the call, it died. So i took a picture and a video. Here's a link to just the picture. I've sent off the video to the support team, but for annonymity reasons i won't post here.
I will continue marking down times and dates and pictures of the ONT everytime it goes down now, because apparently, I have nothing better to do in my life. This is extremely frustrating, as I really can't figure out how this is OK. If Chorus doesn't "detect" the problem on their end, it's not happening. Great. Nothing could possibly be wrong with their monitoring system at all, no, it knows all, it sees all. This is basically the same email I've sent to the support team, minus some of the contextual story stuff at the top.
Anyone else having such an issue? What the hell do I even do about a piece of hardware I didn't buy, was installed by a provider that keeps repeating that "nothing is wrong".