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Earbanean

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#195601 26-Apr-2016 13:14
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Slingshot sent me a few emails and text messages last week, saying I would be upgraded today - without explaining why that would be and what it would involve.  Today they've sent a text saying that is complete.  However as a result, we now have no home phone or internet!

 

Can someone from Slingshot please PM me ASAP to get this fixed.  I don't really fancy sitting on hold for 45 minutes to fix your mess up.


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  #1542172 26-Apr-2016 13:21
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more info

 

did you ask for an upgrade for something?


 
 
 

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Earbanean

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  #1542181 26-Apr-2016 13:27
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Jase2985:

 

more info

 

did you ask for an upgrade for something?

 

 

No, I never asked for anything.  I was proactively given an upgrade.  But I have no idea why, or what it is supposed to actually upgrade.


quentinreade
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  #1542303 26-Apr-2016 16:10
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Can you please PM me some details? I will see what happened... Thanks!





Comms chap

 

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Earbanean

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  #1548511 9-May-2016 09:02
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Ever since this supposed "upgrade" I've been having intermittent internet drop outs.  I sat on hold for over half an hour on the help line, then they cut me off when they picked me up.  So, I've left requests for support in the online help.  But nada back.

 

So I'm paying for internet that I'm not getting, but if I mention cancelling my account, they immediately say "termination fees" so fast you wouldn't believe.  This is way beyond frustrating.


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  #1548514 9-May-2016 09:15
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So what was the upgrade ? 





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quentinreade
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  #1548515 9-May-2016 09:17
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It's likely a move to our LLU equipment. 

 

OP: if you provide me details I can have a look and get this fixed.

 

Cheers,





Comms chap

 

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Earbanean

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  #1548525 9-May-2016 09:31
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quentinreade:

 

OP: if you provide me details I can have a look and get this fixed.

 

 

I already provided you my details by PM a couple of weeks ago.




quentinreade
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  #1548533 9-May-2016 09:37
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Ah, so you did.

 

But you said it was all working.

 

Happy to ask the guys to have another look.

 

Cheers, 





Comms chap

 

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Earbanean

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  #1548538 9-May-2016 09:44
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Yep, I thought it was, but as I say this is an intermittent problem.  It seemed that it was fixed, but in hindsight I should have waited for a while before saying it was OK.  


Earbanean

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  #1548789 9-May-2016 16:51
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@quentinreade what have you found out?

 

My wife in frustration rang your phone help.  They then rang me.  They we're saying stuff like needing to check the ID and password being used.  Why would you do that for an intermittent issue?  If the PWD is wrong, it won't connect at all.

 

Then they said disable WiFi, but I'd told them that a PC with ethernet connection to the router was seeing the issue.  

 

They basically said that the issue is our router.  But this router was working perfectly up to your "Better Network" upgrade and then mysteriously we start having problems.  Even with those facts spelt out, they deny the "upgrade" is responsible and say the issue is our router - or us suddenly using a wrong password or something.  Really???

 

Can you get to the bottom of this ASAP please, or point us to someone in tech support who knows what they are talking about.


quentinreade
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  #1548794 9-May-2016 17:00
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I have PM'd you, and asked for a senior agent to follow up ...





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  #1548812 9-May-2016 17:27
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If the only change has been the upgrade that has caused the issues, I'd ask if you can be moved back to the wholesale gear, or a port change. I've come across a few intermittent, weird faults on LLU gear (including one on my own line that I couldn't diagnose, beyond the port being faulty).




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Earbanean

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  #1548820 9-May-2016 17:47
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Just for my education, what is LLU gear?

 

 


RunningMan
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  #1548827 9-May-2016 18:05
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Earbanean:

 

Just for my education, what is LLU gear?

 

 

 

 

Local Loop Unbundling - essentially a company other than Chorus installs gear into the exchange to supply you with an internet connection, rather than that company buying a wholesale internet product from Chorus and then making it into a retail product to sell you.


Earbanean

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  #1548829 9-May-2016 18:08
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Thanks.  So that's like the Vodafone Red Network then?

 

 


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