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Thread ID: 143182	2016-12-10 09:33:00	Rant - Slingshot - Is my logic wrong here?	CCF (6760)	PC World Chat

Post ID	Timestamp	Content	User
1429672	2016-12-10 09:33:00	Hi all Just want to check if there is something wrong with my logic here . Long store short, a power outage occurred in my area about a week ago, since then my was-working modem, no longer worked . Modem reported no ADSL connection, cannot sync . I managed to find an old modem, about 7 years old, connected it and worked fine, great! So I ended up ordering a new modem, same model as my previous working one . Connected it, same issue, no ADSL connect, cannot sync . Thinking, what are the chance I got a DOA modem, I ended borrowing another modem, different brand, connected it, same type of issue, no ADSL service could be detected . . . no sync . Btw, I have ADSL with standard phone line, so far since the outage, phone lines been working fine . So thinking, hey, lets try a different filter, lets connect the modem directly into the jack . . . but as luck would have it, same issue . So thinking, ok, lets give Slingshot a call and see if they can organise a tech to have a look . Explained the situation to the Slingshot rep . . . conversation when something like below, paraphrased: ME: *explain situation* Slingshot: So let me get this straight, your line is working and you want to report a fault? ME: Yes, it is only working with this old modem, all 3 other modems failed with the similar error . And the failure occurred after the outage . Slingshot: So your internet is working? ME: Yes, it is working, but only with this old modem . From the readings that I can see on the modem, my SNR is extremely low, between 6-8db . I'm suspecting this could be why my other modems, new modems, are unable to sync to establish the connection Slingshot: From the test that I've done I can see that your modem is connected and you have good speed . I can also see that you are quite far from the exchange, so you are likely to have a lot of noise on the line . ME: Yes, I know I'm quite far from the exchange . But the problem is, if I plug in the other modems, the modems will report it cannot sync, should I connect this for your to see? (* I dont know why I said this . . obviously he wont see anything because it wont sync *) Slingshot: Sir, Im a Slingshot agent, you have already told me that you have a working modem I cant turn a blind eye and do the report now . I have already tested it and no problems can be seen . I dont see a problem here . ME: No, I dont expect you to turn a blind eye . The problem is, only this old modem worked after the outage . What happens if I sold this modem or this modem dies, then I will have the same issue with the new modems . Slingshot: Sir we will cross that bridge when we get there . (this was literally what he said . . . I was like WTF) . Slingshot: If you are concerned about the line, Chorus deals with them . They do maintain the lines . I dont see a problem here, the test reported all fine . The only way I could help you is that if you called up saying your internet doesnt work . But you have already told me it is working, so I dont know what the problem is . If I report a fault, I wouldnt know what report because there is a connection and the reports are all good . ME: The other modems have reported the same error . Slingshot: Chorus doesnt care what modem you have, if there is a connection, where there is, as we have tested it . So I dont see a problem here . Chorus wouldnt know what to do even if I report it . If you do still want me to report it, I would need to let you know there may be a call out fee if no faults are found . And there is a good chance no result may come about, because there is a connection as we have tested it . ME: Please log it, if there is a fee, I dont mind, just log it . Slingshot: *on hold for approx 8mins* Slingshot: Ok sir, you should receive a text confirming the fault has been logged . ME: Thanks, even if there is a fee and nothing is found, at least I'll know . Slingshot: A technician will be in touch on Monday . Oh, there is no fee for it . ME: Ok . . . thanks . . . So tell me . . . is it just me . . . was there something wrong with my logic or am I missing something here???	CCF (6760)
1429673	2016-12-10 10:25:00	Well you should of phoned up with the modem that wasn't working plugged in. As he stated there is no current fault with the modem you were using at time if call.	plod (107)
1429674	2016-12-10 10:32:00	Well that sounded painful. The thing to remember with most ISP help desks is the first level of staff aren't usually very technical, I don't know for sure if that's the case with Slingshot but it's very likely as trained technical staff cost too much to sit around answering the phone for regular faults. They generally have a script to follow and some testing they are trained to do and beyond that just hand the fault on to someone else to deal with once they decide who to give it to. Your logic is fine, but you'd probably need to escalate it past the level one staff before finding someone who'd understand it. Hindsight and all that but you could have been better off leaving your regular modem connected and reporting a faulty connection like that. Then there would be a real and obvious fault for them to look for, frustrating as it is you did have a working connection when you rang them. You say the phone works ok, is the line quiet with no noise or anything? Up to you but you could hide away the working modem before the technician arrives and tell them it stopped working, of course there's a risk they'll just replace the modem and not fix anything else if that works.	dugimodo (138)
1429675	2016-12-10 11:26:00	Yeah in hindsight I should have called with the non-working modems...couldnt agree more. Perhaps I had too much hope in level 1 one tech support these days. Guess not much has changed over the past decade ><	CCF (6760)
1429676	2016-12-10 18:30:00	a power outage occurred in my area about a week ago, since then my was-working modem, no longer worked . Modem reported no ADSL connection, cannot sync . I managed to find an old modem, about 7 years old, connected it and worked fine, great! So I ended up ordering a new modem, same model as my previous working one . Connected it, same issue, no ADSL connect, cannot sync . Thinking, what are the chance I got a DOA modem, I ended borrowing another modem, different brand, connected it, same type of issue, no ADSL service could be detected . . . no sync . Is the old modem adsl 1 or 2? ANy errors showing in it or does it not give you much detail? How long did you leave the new modem connected to try? I've had one that took a while (turned out to be faulty, but worth a try, this one took a good 20mins of trying to log in before it did go) Try some of that . . . . . Ring back, have new modem in, don't mention old, robust modem at all and report issues . Makes no difference if Chorus looks after the lines, you still have to go through your ISP to have it checked .	pctek (84)
1429677	2016-12-10 18:32:00	I rang 2D Friday night as our speed has been terrible for the last month, the girl was really helpful, ran a check and confirmed speed is bad, asked to allow them to monitor it for 24 hours and for me to ring back last night. Did this and they are having Chorus check the exchange and line tomorrow as the speed is still aweful and then they will call me back with the results. So far the communication has been great and we will see what happens. We have no choice but to be on ADSL as nothing else is available here	gary67 (56)
1429678	2016-12-10 21:21:00	Level 1 help are really only a first step. Often you need a tech to come out and they can sort it, as they may see some fault the help desk cant. Suggest you actually show the tech whats happening, they cant say there's no problem then. Had Similar with Vodafone and our 2nd decoder -- Rang up and the help guy I got was actually very good :thumbs: Told him what I did for a job, and what I had already tested, he agreed it was a faulty Decoder and possible Modem as well. BUT had to go through the process of fault finding, one thing we did discover is the original Ethernet cable from the modem to decoder was slow as well, put in one of mine and connection speed jumped instantly (he could see it from his end) - At least he said he could talk the lingo and I would understand what he was asking me to do :nerd: Anyway - made an appointment. The service guy turned up, gave him the short version, he plugged in his box of tricks to test the line strength - WOW thats good,no problem there :) Didn't even bother checking the decoder, glanced at it and said its stuffed- simply pulled it out put in a replacement, went fine. Did find out they are changing all the decoders again shortly, so they are going to be busy. One thing I was really surprised with :eek: - The guy from Vodafone, as I mentioned did really want to help, even gave me his direct email address and txt a phone number so if the problem wasn't resolved to my satisfaction to contact him directly and he would sort it.	wainuitech (129)
1429679	2016-12-11 04:17:00	So the problem is you'll be showing up as "having sync". That's enough for them to wash their hands of it generally. If I was in your shoes, you could plug in the old modem, get them to run some line-tests, check out X, Y & Z, and they'll agree they're not seeing the router (Or seeing line issues) and get a tech out. It'll mean you potentially have to be internet-less for 24 hours while they run a monitor on your line, but still. The alternative: If your sync speeds are still similar to previously, just go out and buy yourself something solid like a DrayTek DV120 (Or DV130 if you're ever going to get VDSL2). It's an investment worth making, they sync so well even on poor condition lines.	Chilling_Silence (9)
1429680	2016-12-11 21:18:00	Some modems might work better than others on bad ADSL lines . Perhaps your lines are really bad. With the working modem, try some speed tests, look at the sync(connect) speed, noise , no of dropouts etc You also may find that the ISP wont offer any support for modems other than the ones they supply. If so, get them to send you a modem .	1101 (13337)
1429681	2016-12-11 21:58:00	Thanks guys The old modem was ADSL-2, Im actually quite surprised it worked, I guess back then, or may be by luck, this modem was able to work on poor lines. Unfortunately the only error is just "No ADSL service, LINE is down" Earlier this year, with a mid range modem, had for about a year. Out of the blue, the DSL service started dropping out. After a week, I realised it will start every time after 9PM, and on a couple of occasions I managed to figure out the connection stabilises around 5-6AM. Called Slingshot to check if something has changed on their end...of course, nothing has changed, everything looked normal. Even called then during the outage, and of course, everything looked fine. Ended up getting a new cheap modem, and what do you know, it worked flawless. Perhaps back then there was already a drop in the line's condition...and the increase in traffic during those peak periods..it just couldnt do it.. The longest I've left the modem attempting to connect during the last coupe of days, was only 5 or so minutes. 20 minutes is a looong time...would that still considered to be normal?? Though I take it ISPs wont be able to do anything if it still end up connecting? But yeah, after this experience with Slingshot, I am very tempted to move to Vodafone. Though I've heard 2D customer service, although great, but their wait time is becoming a problem now. I was surprised how fast Slingshot picked up their phone this time. In the past, guaranteed to be at least a 30 minute wait. This time, maybe 2 minutes? So the Chorus tech just called, apparently at my place now. Wanted to go into the house to check. I mean, they only txted saying they will drop by on Monday...surely they dont expect people to stay home all day waiting for them? Though I am surprised in some way, in the past, those tech only just checked the lines outside or at the local exchange, very few would even want to go onto the customer's premises. Maybe times have changed with the fibre service and all. But yeah, he said he will check out the lines outside and see what happens... Have also plugged in the new modem, the one that wouldnt sync. Hopefully will be able to see some good news when I get back...though part of me doubt it. I do remember the DrayTek DV120, think its time I get a proper back up modem! And yeah, I think if this fails, I will see what modem Slingshot can supply otherwise might end up changing ISP after new year. In the past, I know ISP's modem are terrible. I was surprised with Vodafone's wireless modem that they supplied a year or two back, it was pretty slick, lots of controls, options and user-friendly stats available within the console.	CCF (6760)
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