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Topic # 190683 8-Jan-2016 17:17
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Alright. So I have been having trouble with the fiber ONT showing a red light (under optical label), which apparently signals a disconnection. This is completely unpredictable. It happens multiple times a day sometimes, and other times doesnt happen for a few days. The problem is IT HAPPENS CONSISTENTLY, and without warning. My internet just stops working for upto 10mins.
So after a bit of back and forth via emails and calls, I was told a few things:

 

     

  1. What I'm experiencing is not frequent enough to do anything about.
  2. 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.
  3. 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.

https://imgur.com/4ieIFHW

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".

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Meow
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  Reply # 1466083 8-Jan-2016 17:27
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When the optical light turns red it can't detect an optical signal which means the fault is with Chorus. Sligshot will need to log a fault with Chorus who will check things out.

Ping @Slingshot






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  Reply # 1466088 8-Jan-2016 17:34
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So I was told by Slingshot. Who then reported back saying Chorus told them nothing is wrong, and nothing will be done about it.

 
 
 
 


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  Reply # 1466554 9-Jan-2016 15:20
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I recently had exactly the same problem. After a few days delay, a Chorus tech turned up on Boxing Day and eventually found a break in the fibre at the cabinet. Just enough light was getting through to have it intermittent. After running another fibre all has been 100% since.

I have been on fibre well over three years so with many tray accesses over those years, my fibre got broken.

I got a few of those "nothing is wrong now as it is working" reponses but any red light activity means Chorus HAVE to get on the site to check. My tech could immediately see that there was a big dB drop at my premises.

Good luck.

(I am not a with Slingshot but process is the same).



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  Reply # 1466607 9-Jan-2016 17:09
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At least they came to your house man.
They don't even consider mine a problem, they're literally just like, "nope, chorus says its fine, so it must be"

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  Reply # 1467338 11-Jan-2016 09:07
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That's just not good enough as any fool knows what the red light means and who needs to get off their backsides to fix it. 

Hope someone here can do some behind the scenes checking for you.

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  Reply # 1467355 11-Jan-2016 09:27
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linw: That's just not good enough as any fool knows what the red light means and who needs to get off their backsides to fix it. 

Hope someone here can do some behind the scenes checking for you.


What linw said - you need to kick up a stink with your provider. Call them back and ask to speak to a manager. If Chorus (or whoever the LFC is) does a test when the red light is not on, of course they are going to say there is no problem - they will only see an issue if they happen to test it at the exact time your red light is on. That's the nature of an intermittent fault. Your provider needs to make that clear to the LFC so it can be investigated properly over time, not just a one off line check.




The views expressed by me are not necessarily those of my employer Spark NZ Ltd



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  Reply # 1467635 11-Jan-2016 14:42
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Wheelbarrow01:
linw: That's just not good enough as any fool knows what the red light means and who needs to get off their backsides to fix it. 

Hope someone here can do some behind the scenes checking for you.


What linw said - you need to kick up a stink with your provider. Call them back and ask to speak to a manager. If Chorus (or whoever the LFC is) does a test when the red light is not on, of course they are going to say there is no problem - they will only see an issue if they happen to test it at the exact time your red light is on. That's the nature of an intermittent fault. Your provider needs to make that clear to the LFC so it can be investigated properly over time, not just a one off line check.


Thank god. I said the exact same thing. I was pulling my hair out explaining this concept to them. I still haven't received a reply back from tech support (email). I'm so sick of calling them over and over about this. Everytime, they just say and do the exact same thing, and then tell me that no, its working. So my new strategy is to link them a series of photographs Timestamped with the red led. Maybe THAT will count as evidence. Or maybe they'll just tell me to continue monitoring my connection, cuz atm there's nothing they can do for me.

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  Reply # 1467642 11-Jan-2016 14:56
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I was hoping a helpful Slingshot Geekzoner would have picked this up by now and offered to help? Calling all Slingshot Geekzoners, come in please....... :)




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  Reply # 1467669 11-Jan-2016 15:09
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frustrating, this could be a classic catch 22 unless someone takes it on board with a desire to fix, therefore escalate and keep escalating until you reach Mark Callendar or take it to TDR  




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  Reply # 1467684 11-Jan-2016 15:24
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pushkar90: Alright. So I have been having trouble with the fiber ONT showing a red light (under optical label), which apparently signals a disconnection. This is completely unpredictable. It happens multiple times a day sometimes, and other times doesnt happen for a few days. The problem is IT HAPPENS CONSISTENTLY, and without warning. My internet just stops working for upto 10mins.
So after a bit of back and forth via emails and calls, I was told a few things:

 

     

  1. What I'm experiencing is not frequent enough to do anything about.
  2. 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.
  3. 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.

https://imgur.com/4ieIFHW

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".



Sorry for the late response

Am back today and catching up on messages as fast as possible. I'm not sure why the agent wouldn't have logged a fault with Chorus for this one but would need to have a look through your account history to comment further. If you can send me through a message with that info i'll take a look and come back to you asap.

Cheers






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  Reply # 1467705 11-Jan-2016 15:47
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So a few mins ago. I got a reply from tech saying chorus told them they think it's a power supply issue.
I thought we had been through this. When I was told that, I tried out different surge protectors, power strips, like 3 different ones. And just now it went Red again. So now it's plugged directly into the wall. I will monitor my connection some more and see if that makes any difference.
I doubt this will make a difference, cuz the thing doesn't turn off at all, it just shows a red light, which supposedly indicates a dropped connection.
There was a guy who replied earlier who said he had the same exact problem and it was caused by light leaking at the cabinet. Which makes way more sense than anything I've been proposed with so far. 
Let's see. I'll give it up to 48 hours, if it's still working i'll be happy



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  Reply # 1467763 11-Jan-2016 16:34
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Alrite,
So it died while it was plugged str8 into the socket.
Didn't even need to monitor for 24hours.
I'm out of ideas. I need a tech to come out.

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  Reply # 1467765 11-Jan-2016 16:35
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pushkar90: Alrite,
So it died while it was plugged str8 into the socket.
Didn't even need to monitor for 24hours.
I'm out of ideas. I need a tech to come out.


No problem. Just send me through your account details and i'll get it sorted for you.




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  Reply # 1473551 18-Jan-2016 10:19
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Did it get fixed?

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