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Topic # 101582 4-May-2012 12:27 Send private message

hey,

first off, not quiet sure where this should go so as vodafone is my isp ill just stick it here.

ok so, too my issue ... around about lunchtime on monday our connection dropped, being at uni at the time there wasnt much i could do other than watch my computers remote drop offline, thought nothing off it since i assumed the router may have dropped it or something..

that night i got home to find no connection, so i start going through my checks before calling vodafone and find we have no dial tone.. so called and got things underway to be looked into monday night, on tuesday we were txted to say a tech would be visiting on wednesday sometime, so the tech didnt turn up, didnt call or anything.. so we called vodafone to find out what happened and got told it was an area wide fault and that chorus needed a permit to dig up the cables to rejoin them, and that would be done by Wednesday at 7PM...

thursday morning, still no connection so we called vodafone again and asked if they could check the job notes on it, at the time there were no notes of their work that was meant to be completed.. and the CSR put me on hold to call and sort the technician out, we were then told that a tech will be round today (thursday) and that they have put in a "committed completion time" of 7PM.

now to me when they say a committed time, that means it will be done by then rather than a estimated time..

so it is now friday lunchtime, still no phoneline, thing is.. others in the area were reconnected a few days ago.

now i am yet to be told where the fault is exactly, i understand not being told. however its more than likely to be right were a footpath is being install at the bottom of the road since that is the only digging in the area.

however, i personally have been making a point of keeping an eye out to see if someone is fixing the issue as i drive up and down the road, tracking back to the exchange and not a single sight of a technician which strikes me as rather werid since its "being fixed", so are they just invisible :O maybe i am missing seeing them but im pretty sure they are turning up for a few mins and then gone again.. properly only doing each line they are assigned to fix rather than them all or something..

we have been told that people are being put back on their lines one by one, but when people were reconnected 2 days ago, then how can it be reasonable that it takes a whole 2 days to reconnect peoples lines.. i understand wanting to do it one by one so theres not a rush of re connections etc but that is just a little too slow in my opinion. 

so really i want to know, what is the best way to deal with this situation.. what rights should we be exepcting should be met.

im all for waiting out an issue etc, but when chorus are meant to turn up, so you take the day off and they dont turn up, they dont make any contact to even let you know about your issue. im really sick of squeezing vodafone for information and hoping i get the right CSRs (some have been awesome, the first guy i dealt with on monday, was awesome, he understood my issue, actually listened when i listed my checks i have done and did exactly what was asked of him. there was no of the usual crap that i try to avoid...)

would help is all the CSR's gave the same information rather than different ones giving different information (only 2 out of the few i have spoken to actually stated that it was a area wide fault)

i just really dont know where to turn considering its friday, i dealt any work will be done in the weekend, thus we have no phoneline for a whole week. which is pretty unreasonable considering others got theirs back within 3 days of loosing them, and even more so some didnt even loose their lines at all.

should we be expecting to be able to even get a credit on our account for this as well? since its not vodafones fault at all and rather the contractors i understand that theres a fair bit of reason there not to give one.


thanks for the help all.
-hio77

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  Reply # 620039 5-May-2012 12:01 Send private message

Hey,

You've got a pretty frustrating situation there. Hopefully I can shed some light on your situation. For starters I do work at VF but do not have more details beyond what you have listed here. To be clear this is an opinion offered by myself based on what you have said rather than as an agent investigating your particular case.

It sounds like you are effected by a major cable cut. When a customer is effected by this an ISP often does not know the customer is effected by a cut cable when the are loading the fault and give out standard commit times based on the availability of techs in the area.
When Chorus gets a job like this and realises it is linked to a cable fault they do not send the tech out that the ISP asks for but instead links the job to a master fault ticket at Chorus. The fault is then updated so that the ISP can see what is happening. Unfortunately this update sometimes does not come in time to update the customer before the original tech was due and thus the customers experience is just no tech turning up which is a pretty poor experience.

Now if say a 500 pair cable is cut each of those pairs needs to be reconnected one by one. This results in connections going up one by one. To my knowledge there is no particular order to how they are connected but I imagine it is done in whatever way is fastest.

While this is happening about the only information provided in a customers fault ticket is a commit time. In the case of a standard fault where it is just one customer effected that commit time while not really binding on Chorus' end is pretty consistently met and the fault is usually fixed on the first go. The commit time however is not Chorus committing to having a fault fix by that time but to have a tech working on it by that time. What this means on a larger job is that the tech will be working on it from that time but as per my description above we then cannot tell when any one particular connection will go live again.

If you approached VF after the issue is resolved I would be surprised if we did not offer you some sort of credit for the down time.




Please note: I have a professional bias towards Vodafone.



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  Reply # 620175 5-May-2012 17:20 Send private message

thanks for that, have actually had a vodafone rep who i dealt with on the phone a few times called us on friday and explained a little more into what was going on, further more calling later that night to inform us with a bit more information, also told us the "head tech" (another family member has been taking her calls so i only have heard it second hand) is out today at the exchange sorting this out, stating that she will call at around 1PM to conform this job has been done and if not check out how its going etc for us.

also in her phonecalls she stated that we are due for a credit due to this fault, before we could even ask for it :)

vodafone have really been good with this, i personally wish chorus wouldn't put times on things if they are doing it peer by peer as you say.. just a pain when only some people got cut etc.. guess thats what you get for being put back to the exchange rather than on the conklin the area (although i wouldn't be able to stand that limited bandwidth being shared considering when we were on it we had the same sync... or atlest round about.)

all in all, its being dealt with it seems, just is very frustrating when your told things are being done and yet chorus techs aren't anywere in sight.

i just hope the joins dont put our noise up too much considering our distance from the exchange etc.. i dealt much will be able to be done about improving syncs if they have dropped however :(

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