elva lover
join:2002-05-08
| Acanac / Bell issue elp
I previously posted in the general canadian forum because i didnt know there was an acanac specific forum... anyway:
I recently moved (rent) and now my DSL doesn't work at my new place.
I spoke with Acanac and they said they would send a Bell tech out. The Bell tech came and couldn't find any issue outside the house and said he found a 120k short circuit inside.
so because they couldn't find any issue outside, i was also charged $80 for diagnostic. neither Bell nor Acanac mentioned anything about a diagnostic charge if nothing was found outside. Can I get this charge reversed/waived?
Also, now I have 3 months left on my DSL contract and I cannot use it at all. What can I do at this point?
would acanac tech support be able to resolve both my bell charge issue along with the non-functioning dsl? or should i be calling bell directly about that? or acanac billing? or???
thanks for the help! |
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Fergless
join:2008-04-19
Toronto, ON
 ·Acanac
| Hi Elva Lover.
Acanac PN (Support) looks after problems on this forum, so be patient and I'm sure he'll reply soon.
I have to admit that's the first time I've heard of Bell charging a Diagnostic fee. I certainly sympathize with you.
Good Luck  |
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CFoo
join:2008-03-19
Nepean, ON
| reply to elva lover
Sorry to hear about your troubles but did the Bell tech just tell you there was an issue or did he show you? If you have a short circuit inside your home, the telephone should be affected as well. Are you able to connect directly to the demarc (where bell comes in directly to you home)? That would bypass all of your house wiring and rule-out the internal cabling. |
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ex bell
@cgocable.net
| reply to elva lover
The diagnostic charge is applied when a customer fails to follow Bells procedures.
If you have a nid you are to test there.
If not unplug all cpe and plug in one at a time removing each in order.
Bell cannot charge a diagnostic if you have no nid and you unplugged everything and there is still a short.
Do you have a nid?
If not was everything unplugged in the house?
Did he ask you about what was plugged in?
A slight short will not knock down dial tone or dsl.
You will get ring trips where the phone doesn't ring more than a part ring.
Post a pick of your nid or protector there may be something that can be disconnected to give you service.
Bell can't charge the diagnostic if you have followed certain procedures.
To clear the short look in the yellow-pages under "Telephone Installation and Repair".
There are former Bell techs. that do this cheaper than Bell for the most part. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | reply to elva lover
Please, send me your ID information to trace the whole history.
Regards. |
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elva lover
join:2002-05-08
| reply to ex bell
sorry, what is a nid? now that you mention nid, i had no idea what the tech wrote on the sheet before but now i see it says held good sync at nid.
what is a cpe?
Bell came to take a look at something inside, outside, and then said it's not their issue and said the charge will show up on next month's bill.
voice phone service. only the dsl has issue connecting. |
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planiwa
join:2009-02-19
Toronto M5S
| Information about Bell Canada NIDs aka Demarcation Points
»en.wikipedia.org/wiki/File:Demarc2.JPG
»www.bell.ca/support/PrsCSrvGnl_F···Q_ID=113
»www.bell.ca/support/PrsCSrvPns_M···ge?sel=5
»Bell Canada Internet FAQ »Demarcation Point (Demarc)
»Need pics of demarcs please
»Demarcation point wiring questions/concerns...
CPE: »en.wikipedia.org/wiki/Customer-p···quipment
. . .
I wonder, did he write down "120k short circuit"? I'm still trying to figure out what that might be.
--
»[RFC] Connection / Speed Problems Checklist |
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darknestgirl
join:2008-08-11
Montreal, QC | reply to elva lover
For god sake one or two link wouldv'e been enough geez lol |
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ex bell
@cgocable.net
| reply to elva lover
said by elva lover  :sorry, what is a nid? now that you mention nid, i had no idea what the tech wrote on the sheet before but now i see it says held good sync at nid. what is a cpe? Bell came to take a look at something inside, outside, and then said it's not their issue and said the charge will show up on next month's bill. voice phone service. only the dsl has issue connecting. I assume you looked at the links above and know what the nid is and how you are to test there before you call Bell now.
Just verify that you indeed have one.
Cpe is customer provided equipment and this is moot if you have a proper nid.
We have learned in the threads that Bell techs. will only get you sync. at your jack inside if you are one of their customers.
Where does this leave you?
The diagnostic is valid according to Bell rules unfortunately.
That short has to be cleared off your isw.
Ask your isp if they can recommend a phone guy in your area or look in the Yellowpages like I said. |
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planiwa
join:2009-02-19
Toronto M5S
| Re: Acanac / Bell issue -- help
(ISW = InSide Wiring)
FWIW, here is a story about service dispute:
»Any Canadian contacts that I can call to dispute a service
another story that may be of interest:
»Father's TekSavvy Nightmare
Meanwhile:
I still wish that someone (Ex Bell?) would explain what a "120k short circuit" is. 120k what? Surely not Ohms -- that doesn't sound very "short". A bad filter, maybe, if so? I wonder whether the Bell Tech asked the customer to disconnect everything (including filters) before doing his diagnostics?
--
»[RFC] Connection / Speed Problems Checklist |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | And here is the report:
Modified Date 7/7/2009 10:06:43 AM
Resolution BH=00.00;CE;125ohm short proved in cust refused bill dmc prove good sync to nid/ISW & JKS Cust Ref bill DMC CPE BILL
Dispatch date 7/5/2009 6:00:00 PM
Bell DSL Lantern shows profile set but all stats are "0" and "Out of Service".
You need somebody to clean the wiring inside (125 Ohms mean something is "loading" the line pair, looks like an "open" phoneset or other device or just something wrong).
Otherwise, the rest is set and your DSL will run as soon as this problem is resolved.
Thanks |
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planiwa
join:2009-02-19
Toronto M5S
| Aha! 125 Ohm is 1000 times as "short" as 120k (Ohm).
The first thing I would do is disconnect everything from any phone jacks. Then try the modem.
--
»[RFC] Connection / Speed Problems Checklist |
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ex bell
@cgocable.net
| said by planiwa :Aha! 125 Ohm is 1000 times as "short" as 120k (Ohm). The first thing I would do is disconnect everything from any phone jacks. Then try the modem. Acanac beat me to it. kilohms I believe.
120 would be about a 4.5 out of ten on my meter any more and ring trips and a bit more no dial tone.
Maybe the notorious vista 100 or 200.
Unplug all line cords as well.
If you don't sync. with just the modem plugging in it could be a defective modem but more likely you inherited bad wiring or a jack. Lucky you.
Look in the jack port to the pins. If you see green near the center two pins the jack is shorting. Unhook from the line. |
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elva lover
join:2002-05-08
2 edits | reply to ex bell
Re: Acanac / Bell issue elp
quote:
I assume you looked at the links above and know what the nid is and how you are to test there before you call Bell now.
Just verify that you indeed have one.
Cpe is customer provided equipment and this is moot if you have a proper nid.
We have learned in the threads that Bell techs. will only get you sync. at your jack inside if you are one of their customers.
Where does this leave you?
The diagnostic is valid according to Bell rules unfortunately.
That short has to be cleared off your isw.
Ask your isp if they can recommend a phone guy in your area or look in the Yellowpages like I said.
thanks for the links.
but you cannot be serious the diagnostic charge is valid! i was not even dealing with bell directly!
all i did was call acanac because my dsl did not work a week after they said my move was complete. the first thing the tech said was they would call in a bell tech.
there is no way i should be responsible for this fee!
quote:
And here is the report:
Modified Date 7/7/2009 10:06:43 AM
Resolution BH=00.00;CE;125ohm short proved in cust refused bill dmc prove good sync to nid/ISW & JKS Cust Ref bill DMC CPE BILL
Dispatch date 7/5/2009 6:00:00 PM
Bell DSL Lantern shows profile set but all stats are "0" and "Out of Service".
You need somebody to clean the wiring inside (125 Ohms mean something is "loading" the line pair, looks like an "open" phoneset or other device or just something wrong).
Otherwise, the rest is set and your DSL will run as soon as this problem is resolved.
Thanks
Thanks for looking into the report. but how would i go about resolving this fee as i am not even a bell customer (my landlord is). i have also tried calling acanac support but that didn't help. |
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darknestgirl
join:2008-08-11
Montreal, QC
1 edit | reply to elva lover
The only problem is that Acanac rely on Bell for the line so when you have a problem with it they don't have any choice they got to ask Bell to investigat that how dsl works(specially those who are using Bell phone line) |
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ex bell
@cgocable.net | reply to elva lover
The diagnostic goes to your isp who bills you. Bell has been doing this to more people lately.
Maybe your isp will cover some of it as a goodwill gesture.
Regardless what are you doing to get your dsl service going? |
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