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30 posts

Geek
+1 received by user: 4


Topic # 138778 16-Jan-2014 13:15 Send private message

I was moving to a new address, so ordered the phone and fibre connection on 01/12/2013 and asked for installation on 09/01/2014, which was well over a month away.

An email from telecom came just a few days later and confirmed the installation on 09/01/2014, then I also got the modems delivered to me shortly after, things were looking pretty good.

On the 09/01, I took a day off work to be at home for the installation.
By lunch time, no one showed up, so I rang telecom, a support person checked the order and assured me that someone would be there before 5pm, although I was quite skeptical about that by then as I understand from telecom website that a fibre connection would take a day to install.
By 4pm, still no one, I rang 123 again, this time the call was tranferred to the installation team (I think), and the person on the phone checked the order and quickly pointed out that the installation was not going to happen that day because my previous ISP hadn't released my phone number.
So it only took me a little more than a month to order the connection in advance, and I only had to ring twice on the day, and before the close of the business day, I was fully informed about the progress.
What else more could you ask for? I am totally thrilled with Telecom's customer service, in other 3rd world countries, you would be lucky to get this level of service.

Anyway, the installation got rebooked on the 14/01.
The day before, on the 13/01, I rang telecom again just to make sure they were going to do the installation and it got confirmed again.
The next day by lunch time, no one showed up, so I rang telecom.
This time, the support person was very apologetic, she could see from her record that I rang the day before to confirm the date,
but the bad news is that the previous person had given me wrong information, in fact, the installation couldn't happen because Chorus needs consent over a shared driveway.
And such a consent process is not going to complete in a hurry, can take weeks even months.

I can understand the reasons for the delays, but I have placed the order at the beginning of Dec last year, yet for a month and half telecom and Chorus failed to see such potential delays and failed badly in communication with the customer.
In the end, I am left with no phone nor internet connection for weeks to come, and wasted 2 days leaves from work which I'd rather spend on holidays with family.

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5193 posts

Uber Geek
+1 received by user: 750


  Reply # 968135 16-Jan-2014 13:23 Send private message

3rd world lol.

You must live a sheltered life if you think waiting a month for a fibre optic connection is even remotely close to '3rd world'



30 posts

Geek
+1 received by user: 4


  Reply # 968142 16-Jan-2014 13:31 2 people support this post Send private message

NonprayingMantis: 3rd world lol.

You must live a sheltered life if you think waiting a month for a fibre optic connection is even remotely close to '3rd world'

That's not what annoys me, I would be happy if they told me upfront that it would take however long to connect, I could have chosen other services such as ADSL or VDSL or whatever.
What annoys me is the mucking around.

472 posts

Ultimate Geek
+1 received by user: 25

Trusted

  Reply # 968170 16-Jan-2014 14:03 2 people support this post Send private message

I find it interesting that both times you were given "Confirmed" dates and times, yet they managed to screw it up each time.

Surely they should have known that the prerequisites needed for installation were not completed when you called the first time and that they should have notified you to that fact prior to confirming the date and time.

Someone not doing their job?




CraZeD,
Your friendly Southern Geeky Fellow :P
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1395 posts

Uber Geek
+1 received by user: 65


  Reply # 968174 16-Jan-2014 14:09 One person supports this post

Why should consent for a utility connection take weeks or months even with a shared drive? Is that a local authority or a national thing? I thought the present Government was going to simplify/standardise such things.



30 posts

Geek
+1 received by user: 4


  Reply # 968182 16-Jan-2014 14:18 Send private message

crazed: 

Someone not doing their job?

these were almost the exact words going through my mind at the time :)



30 posts

Geek
+1 received by user: 4


  Reply # 968186 16-Jan-2014 14:21 Send private message

Bung: Why should consent for a utility connection take weeks or months even with a shared drive? Is that a local authority or a national thing? I thought the present Government was going to simplify/standardise such things.

I have no idea, that's what telecom tells me, and they always say it's with chorus, out of their hands ...blahblah... why should I care as a customer :(

but anyway, they should have known this better, not having me taking 2 days off to wait at home for nothing.

3128 posts

Uber Geek
+1 received by user: 1027


  Reply # 968204 16-Jan-2014 14:44 Send private message

You could have helped the situation by going to the neighbours that you share access with and obtained written consent from each of them. 




Mike

 Interesting. You're afraid of insects and women. Ladybugs must render you catatonic.



30 posts

Geek
+1 received by user: 4


  Reply # 968215 16-Jan-2014 14:53 Send private message

KiwiNZ: You could have helped the situation by going to the neighbours that you share access with and obtained written consent from each of them. 

not really, firstly, telecom/chorus didn't tell me about needing consents until the installation date,
and secondly, the last person I talked to in telecom said that he wasn't sure there is anything I can actually help, I took it that chorus handles the end to end process, I couldn't just jump in and start providing paper works or something.



30 posts

Geek
+1 received by user: 4


  Reply # 968218 16-Jan-2014 14:57 Send private message

KiwiNZ: You could have helped the situation by going to the neighbours that you share access with and obtained written consent from each of them. 

in fact, the entire driveway is under our land title, we gave the neighbors consent to use the driveway to access their homes.
and that didn't help, the telecom person thinks that because the cable would run across in front of their doors, we will need their consent. 

3128 posts

Uber Geek
+1 received by user: 1027


  Reply # 968222 16-Jan-2014 15:02 Send private message

jacwlg:
KiwiNZ: You could have helped the situation by going to the neighbours that you share access with and obtained written consent from each of them. 

in fact, the entire driveway is under our land title, we gave the neighbors consent to use the driveway to access their homes.
and that didn't help, the telecom person thinks that because the cable would run across in front of their doors, we will need their consent. 


If its crossing their access then Telecom/Chorus need consent




Mike

 Interesting. You're afraid of insects and women. Ladybugs must render you catatonic.

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