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99 posts

Master Geek


Topic # 190763 11-Jan-2016 16:48
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This is partly just a venting thread but also a warning to people to be very vigilant if they are dealing with 2degrees currently.

We ordered VDSL in early December from 2degrees. I was told there would be no downtime (specifically asked about this as we have people who work online living here). Also requested that we have a regular copper landline as oppose to VOIP. It was hooked up and our old connection disconnected on Christmas Eve. The supposedly non-existent downtime turned into 4pm that day, which turned into 7pm that day, and eventually lasted eight days. When they finally got our connection up and running, it was unusable as our upstream bandwidth was 76 kbit. At around this time they also disconnected our copper line and transitioned us to VOIP, which was the opposite of what we asked for. Several more phone calls and four days later we finally had a working VDSL connection, a total of 12 days without internet.

Midway through the internet saga and being told completely contradicting information with every call, and being told three times in one day that I would receive callbacks which never happened, I finally went on twitter and voiced my displeasure. I was contacted by a supervisor within minutes who was very helpful, and supposedly sorted everything out. However even he forgot/failed to request that we were put back onto a copper landline, so we have now had no phone for nearly two weeks. When I called them today to find out what was going on, it became clear the copper landline had not been requested (even though this was my third or fourth phone call specifically regarding the copper line, and Chorus have already installed a master splitter for it at 2degrees request).

All in all I've probably spent 20 hours on the phone with their tech support simply to get them to give us a working internet connection and phone line (which we still don't have). Most of the people I have spoken to have given me completely incorrect information. Some of them very clearly have no idea what they are talking about.

Anyone currently dealing with 2degrees I highly recommend you request to talk to a supervisor if you want anything to actually get done, and even then make sure you call back frequently to check that what you have requested is actually being done.

Lastly, since I don't trust anything 2degrees tells me anymore, maybe some of the techies here could answer a question for me:

Currently as stated our landline is on VOIP, however Chorus have installed the master splitter and given us one dedicated DSL jackpoint and one dedicated phone jackpoint. When I plug the home phone into the phone jackpoint, it disconnects us from the internet. Is this simply due to the fact that our phone line is not active, or is this an indication that we are going to have further problems to deal with once our landline is finally switched back to copper?

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Ultimate Geek
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  Reply # 1467801 11-Jan-2016 17:08
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I assumed that for VDSL the only option was master-filter (no self-install option for VDSL). Am I wrong?






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Master Geek


  Reply # 1467803 11-Jan-2016 17:10
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Yes we have a master splitter installed. It was installed by Chorus, at 2degrees expense, because of all the (and I use the exact phrase the supervisor used at the time) "cock ups" that have happened.

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  Reply # 1467810 11-Jan-2016 17:22
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Naked VDSL can work without a master filter installation but for VDSL+POTS a master filter is mandatory otherwise the landline and broadband just won't work at the same time.

Meow
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  Reply # 1467813 11-Jan-2016 17:26
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yitz: Naked VDSL can work without a master filter installation but for VDSL+POTS a master filter is mandatory otherwise the landline and broadband just won't work at the same time.


Yes it "can" work but customers are likely to get far more problems with not getting one installed. If you have not read this then I suggest you do so: http://www.geekzone.co.nz/sbiddle/8357






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Master Geek


  Reply # 1467833 11-Jan-2016 18:07
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We have the master splitter (I assume that's what you mean by master filter). What I'm curious about is whether the current issue of the internet disconnecting when the phone is plugged in will be fixed when the phone line is actually active.

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  Reply # 1467834 11-Jan-2016 18:10
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bellyfrog: We have the master splitter (I assume that's what you mean by master filter). What I'm curious about is whether the current issue of the internet disconnecting when the phone is plugged in will be fixed when the phone line is actually active.


Does sounds like a wiring fault - ensure you're plugging it into the actual VDSL port (and not another port) of the Master Splitter. Is there a chance the port was changed to another port in the house? Could be that you're plugging it into the wrong port? Have you tried the modem on the other ports in the house?

I've been giving poor @2degreescare some grief on Twitter so expect them to be somewhat cynical when they finally respond :)






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Master Geek


  Reply # 1467841 11-Jan-2016 18:21
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Not 100% what you mean with that terminology. I'll try to explain as best I can how the wiring has been set up by Chorus.

The main line comes into the house and into a jackpoint in one of the bedrooms. The master splitter was installed on this jackpoint. The Chorus tech said that the DSL is directed onto the next jackpoint, where our Fritzbox has always been, and the phone line is directed to the other jackpoint upstairs in the kitchen where the phone is kept. So apparently one jackpoint is dedicated DSL only and the other is dedicated phone only. It's when I plug the phone into the dedicated phone jackpoint in the kitchen, that the DSL then drops (if you pick up the phone to try and make a call).

So yeah I'm hoping this is simply because our copper phone line isn't actually active at the moment and that's why the DSL is dropping, but given the grief we've been through already I wouldn't be surprised if it was an ongoing issue. I know a lot of people here have tech experience so I thought I'd ask. 2degrees tell me it will be fine but I take anything they say with a heavy pinch of salt.

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  Reply # 1467844 11-Jan-2016 18:33
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Can you try the router on the other jackpoint? If you've got a master filter installed it seems really strange that it drops the VDSL. I am thinking there is a possibility it is reversed based on your sync rate.






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Master Geek


  Reply # 1467856 11-Jan-2016 18:54
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The sync rate is fine now, that was for a four day period inbetween getting the internet "fixed" and getting it actually usable.

DSL currently runs at 45mbit down and 9mbit up.

I will try what you suggested though.

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