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2123 posts

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  # 1392385 23-Sep-2015 06:45
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Take a trip to your local community law centre and talk to a lawyer about this.

As others have said:
You should not have paid a cent so far.
They cannot hold you to the contract if they cannot provide the service.

IMO you have done far more than is necessary to assist them. I'd be moving providers, seeking a refund in full, and potentially associated costs.




Location: Dunedin

 


540 posts

Ultimate Geek

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  # 1392911 23-Sep-2015 17:04
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since it an unreliable connection has a tech been out to check all the connections are good, Maybe the fiber hasn't been polished properly/enough and is causing "Noise" on the line??




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Mad Scientist
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  # 1392919 23-Sep-2015 17:27
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NOt just teething problems eh ... 2D bitten more than they know how to chew? Could this happen on another note established isp?




Involuntary autocorrect in operation on mobile device. Apologies in advance.


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2degrees

  # 1392946 23-Sep-2015 18:13
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Hi there Hobchild,

We can assure you that we have been doing everything we can to get this remedied for you. Your particular issue is one that both ourselves and our wholesaler have not seen before, and we have been trying everything possible to isolate and remedy the cause.

As you know, from our side we have attempted multiple confirmed-good devices (as well as our test device which creates its own dialer), different accounts, had you connected to different parts of our network, attempted custom RADIUS configs and just about everything else under the sun, right down to reporvisioning your connection completely. Additionally from the Chorus side, they have replaced your ONT, reblown the fibre in to your premises, connected you to other parts of their network in the street, tried different spec optics on your connection, all still without luck. What we do know, is that due to the complexity of the issue, it is not isolated to connection profile or provider.

Both ourselves and Chorus have never seen anything along the lines of what you have experienced, and this is currently with their senior engineers investigating with the manufacturers of the equipment involved. It is certainly a freak case that's for sure.

As you have mentioned, we attempted to provision you a VDSL conenction in the meantime so you could have some service, however due to the service lead being removed this was ultimately unsuccessful.

Hopefully we are nearing the end of this saga, we can see that a tech should be attending this tomorrow afternoon, so our fingers are crossed that we will see some light at the end of the glass tunnel.

Regards

Ralph ^JOB

144 posts

Master Geek


  # 1393057 23-Sep-2015 20:33
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andrewNZ: Take a trip to your local community law centre and talk to a lawyer about this.

As others have said:
You should not have paid a cent so far.
They cannot hold you to the contract if they cannot provide the service.

IMO you have done far more than is necessary to assist them. I'd be moving providers, seeking a refund in full, and potentially associated costs.


Are you confident this is not an issue at your end? It seems as though 2degrees have tried several different options for resolution, but have you checked and changed all of your equipment or had an expert check everything past 2d I.E the Fritz box.

Chances are looking at this the issues does not actually lie within their network... I dont mean to be dimissive but it really does look like a problem on your side of the Fritz box, it certaintly does not seem to be a systemic problem as other users would be reporting issues. 

3885 posts

Uber Geek

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  # 1393145 23-Sep-2015 22:19

Since speedtest.net is reporting 900+ meg yet you are on a 30/10 plan. Are you sure you are not running some kind of local cache? As that would explain all of your weird problems.

My understanding is that both chorus and 2 degrees rate limit fibre connections to your max speed. So I very much doubt that both of them would allow 900 meg on a connection that should only do 30.







604 posts

Ultimate Geek


  # 1393171 23-Sep-2015 23:22
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Ok, a Chorus tech rang me today and is going to come to my house tomorrow to have a look see and he gave me some quite interesting info, one being I'm not the only one, there have been five people connected to the same point at the exchange that have all had the same issue but when Chorus swapped out some gear this fixed two of them, one got fed up and went back to copper and the other is still having issues. 

2degreescare: It means a lot to me that you have contributed to this thread. While I of course knew about the multiple modems and I knew we had tried a test account and Chorus came and replaced the ONT the rest of that paragraph was news to me. I have asked multiple times if I could be rung just once a week with an update even if there wasn't an update just so I didn't have to ring and wait in a queue for half an hour only to be told exactly that and although I was told I would be, I never was. So I get that my internet has an unknown "disease" and there is no cure as of yet but a little communication on your side will go a long way with keeping me happy and I hope you continue to do so as if I have to listen to Stay With Me again I might just lose it. 

pchs: I honestly don't think there is a piece of equipment that hasn't been replaced or tested and as we have now found out other users have experienced the same issues.

 
 
 
 




604 posts

Ultimate Geek


  # 1393173 24-Sep-2015 00:05
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Aredwood: Sorry it doesn't like me using the quote button. To answer your question though I have absolutely no idea but I don't think so as it sounds like I'd need to know what I'm doing to execute such a thing. Also is this something that I do on my computer and therefore only affect that?



604 posts

Ultimate Geek


  # 1393413 24-Sep-2015 12:11
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The tech has been and gone. He reckons the problem definitely exists between Chorus and 2degrees and mentioned something about layer 3 not getting through which is encrypted data.



604 posts

Ultimate Geek


  # 1393418 24-Sep-2015 12:15
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Another thing that might be useful to someone here. Sometimes geekzone has a red banner at the top of the page saying that it notices I'm using an ad blocker. I don't use an ad blocker so is there anything else that might cause the website to think this?

Mad Scientist
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  # 1393419 24-Sep-2015 12:16
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Oh dear. I would have switched to another ISP to see what they can do, long ago! Surely you cannot lose?




Involuntary autocorrect in operation on mobile device. Apologies in advance.




604 posts

Ultimate Geek


  # 1393466 24-Sep-2015 13:10
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I just got a call from the Chorus tech and they are out of options on their side. They have done basically everything they can and by the sounds of it so have 2D although he suggested to them that the only way to fix this is apply for a brand new connection and he has requested that they call me. So I will wait patiently and if I don't here from them I'll seek legal advice and break my contract with them and go with another ISP.

Fat bottom Trump
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  # 1393467 24-Sep-2015 13:11
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Your patience impresses me. I would have started damaging things a long time ago.





I reject your reality and substitute my own. - Adam Savage
 


3885 posts

Uber Geek

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  # 1393811 24-Sep-2015 20:05

Do encrypted websites work fine? Try logging into Internet banking and see if it works.

Have you tried taking your computer to a friends house and seeing if it works fine on their Internet? Or getting someone to bring round a known working computer?

And also try using a VPN. As that puts your connection between your computer and the internet through an encrypted tunnel. It would help to eliminate any ISP related problems. If you don't know how to setup a VPN have a look and/or start a thread in the "online streaming services" forum on geekzone.





3885 posts

Uber Geek

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  # 1393817 24-Sep-2015 20:10

Forgot to add, yes a cache if you have one would probably be running on your computer. So it would be independent of any changes on your Internet connection.





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