SS = A communications company that can't call me back

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illicit

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Topic # 99459 20-Mar-2012 08:46

After waiting on the phone system and its operators, I have decided to post here because its the most convenient for me.

We were switched to the "Better Network" recently and have had nothing but trouble with our phone line since.

- Loud screech on the line when people try to leave a message on our panasonic fax/answer phone.
- Dropped fax's
- Interference / static on the line (even the SS operator commented on it)
- Caller ID intermittent
- Drop in broadband performance

None of this is my fault, so I fail to see how "ring back, wait on hold till you get our technical dept, maybe they can help" is satisfactory.

I don't have the time or money to spend my time waiting on hold and repeating my issues to multiple staff. I advised the first rep i got hold of to "get someone to ring me back after work", He replied with "I will try"

Nearly a week later = No contact.

YOU ARE A COMMUNICATIONS COMPANY!

YOU ARE A COMMUNICATIONS COMPANY!

YOU ARE A COMMUNICATIONS COMPANY!

*repetition for effect.

How hard is it to make a phone call to one of your customers?

Contact me when its fixed and the bill for March has been credited.

Regards

Craig

johnr

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Reply # 597469 20-Mar-2012 08:54

Hi Craig

have you checked your house wiring?

John

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Reply # 597470 20-Mar-2012 08:58

As suggested, I would start by looking at your house wiring. This is something YOU can do without waiting for Slingshot. And seriously, don't get any guy to do it, get it done properly, with splitters etc.

Read this discussion for examples of what happens when wiring gets fixed...

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Slingshot

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Reply # 597476 20-Mar-2012 09:16

Hi Craig,

Sorry for the issues you have been having, Unfortunately the call centre is inbound only so they have a hard time organizing callback as it is outside of policy.

As for the issues, We can roll you back off the better network if you wish? Or we can attempt to resolve the issues you are having. In my opinion the rollback is the better option here as to fix the voice issues it would likely affect the fax more.

If you PM me your account details I can look into it for you.

Thanks.
Joe.

www.slingshot.co.nz

www.twitter.com/SlingshotNZ

https://www.facebook.com/SlingshotNZ

Zeon

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Reply # 597546 20-Mar-2012 10:34

I would suggest checking your home wiring. Could you try doing a test by plugging your phone/modem directly into the ETP?

illicit

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Reply # 597769 20-Mar-2012 15:59

Home wiring is 100% = Its my job.

New underground cable (1yr old) from street, terminated to VDSL splitter at ETP, Cat6 to patch panel, 2m RJ45-RJ11 to Draytek modem.

Slingshot

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Reply # 598032 21-Mar-2012 08:32

illicit: After waiting on the phone system and its operators, I have decided to post here because its the most convenient for me.

We were switched to the "Better Network" recently and have had nothing but trouble with our phone line since.

- Loud screech on the line when people try to leave a message on our panasonic fax/answer phone.
- Dropped fax's
- Interference / static on the line (even the SS operator commented on it)
- Caller ID intermittent
- Drop in broadband performance

Looking at your account I see that you are on ASV i.e Better Network (LLU) Homeline and Wholesale (UBA) Broadband. This is due to a fttn cabinet in your area preventing LLU DSL connection.

This means that there should be no difference in your BB performance as it was not touched during the upgrade.

As mentioned I think rolling your homeline connection back to a POTS line is the best option here.

Let me know if you want to do this or have it faulted and ill get it underway.

Cheers,
Joe.

www.slingshot.co.nz

www.twitter.com/SlingshotNZ

https://www.facebook.com/SlingshotNZ

illicit

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Reply # 598633 22-Mar-2012 12:50

UPDATE: I was contacted by Slingshot, who asked what I wanted to do to fix the issue (rollback or fault - as above).

I advised to them fix it, Its not my job to figure out how.

Received a txt yesterday saying my new broadband connection should be done on the 28th March.

I will update with progress.

Truchu

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Reply # 598675 22-Mar-2012 14:36

illicit: UPDATE: I was contacted by Slingshot, who asked what I wanted to do to fix the issue (rollback or fault - as above).

I advised to them fix it, Its not my job to figure out how.

Received a txt yesterday saying my new broadband connection should be done on the 28th March.

I will update with progress.

It looks like they were giving you options and not asking you how to fix it.

If you are having issues on your phone line (ASV - LLU), they have given you the options if you want to log a fault or roll you back to POTS line.

Renkin

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Reply # 598686 22-Mar-2012 14:53

illicit: UPDATE: I was contacted by Slingshot, who asked what I wanted to do to fix the issue (rollback or fault - as above).

I advised to them fix it, Its not my job to figure out how.

Received a txt yesterday saying my new broadband connection should be done on the 28th March.

I will update with progress.

As above, they are giving you the option to either rollback to what you had before (which I would assume will get done fairly quickly). Or go through the fault process, and see what is causing the issue, this could take longer than a normal rollback onto the wholesale network.

At the end of the day, if you were happy with what you had before and not happy with being on the Better Network, why not just roll back?

Kyanar

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Reply # 599527 24-Mar-2012 18:10

One reason they offer the option may be because most ISPs will actually charge you more for a Telecom wholesale line than an LLU one. If they roll you back to wholesale, check your next bill.

illicit

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Reply # 601706 29-Mar-2012 08:56

Renkin:
illicit: UPDATE: I was contacted by Slingshot, who asked what I wanted to do to fix the issue (rollback or fault - as above).

I advised to them fix it, Its not my job to figure out how.

Received a txt yesterday saying my new broadband connection should be done on the 28th March.

I will update with progress.

they are giving you the option to either rollback to what you had before (which I would assume will get done fairly quickly). Or go through the fault process, and see what is causing the issue, this could take longer than a normal rollback onto the wholesale network.

At the end of the day, if you were happy with what you had before and not happy with being on the Better Network, why not just roll back?

I'm paying for a phone line and internet access, its not my job to figure out how to fix it when its broken - that's why I pay a third party to provide the services to me.

Update: Yesterday (28th March), our phone and internet access was intermittent throughout the day (as expected with the rollback), then I received a txt this morning - "There has been a delay with your new Homeline connection, we will text you with a new date as soon as we can."

Getting ready to look for a new provider (which is a shame after about 8 years)

Truchu

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Reply # 602228 29-Mar-2012 21:56

illicit:
Renkin:
illicit: UPDATE: I was contacted by Slingshot, who asked what I wanted to do to fix the issue (rollback or fault - as above).

I advised to them fix it, Its not my job to figure out how.

Received a txt yesterday saying my new broadband connection should be done on the 28th March.

I will update with progress.

they are giving you the option to either rollback to what you had before (which I would assume will get done fairly quickly). Or go through the fault process, and see what is causing the issue, this could take longer than a normal rollback onto the wholesale network.

At the end of the day, if you were happy with what you had before and not happy with being on the Better Network, why not just roll back?

I'm paying for a phone line and internet access, its not my job to figure out how to fix it when its broken - that's why I pay a third party to provide the services to me.

Update: Yesterday (28th March), our phone and internet access was intermittent throughout the day (as expected with the rollback), then I received a txt this morning - "There has been a delay with your new Homeline connection, we will text you with a new date as soon as we can."

Getting ready to look for a new provider (which is a shame after about 8 years)

So you are saying that Slingshot your ISP was asking you how to fix your HL fault?? It is very clearly stated that you are on LLU and you are having trouble with the HL. Now, Slingshot has given you the option if you stay on LLU connection, they will try to resolve your HL fault or alternatively, roll you back to TCNZ network. All you need to do is to choose option 1 or 2.

I still can't see where in this thread Slingshot asked you how to fix your HL fault??

illicit

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Reply # 602297 30-Mar-2012 07:51

One day out of the blue I receive a text along the lines of "We are moving you to our 'better network' tomorrow, we will advise when this is complete". The next day = "Welcome to our better network, etc".

Immediately had issues with the phone (as detailed above). I called Slingshot to advise them of the fault, as they are the company I pay for these services.

Nobody should be asking me what should be done to fix the issue. I didn't cause it, so how am I supposed to know what will fix it?!