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cokemaster
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  #2791532 7-Oct-2021 22:17
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This does pose an interesting dilemma. Firstly - in this internet connected society, fully understand the frustration when the internet goes down for any extended period of time. It can definitely cause work to grind to a halt. 

 

Having worked in this field, a lot of planned maintenance is largely transparent with minimal impacts to the end customer. The maintenance is almost always communicated to the RSP's and the RSP's then have discretion on how to communicate it out. Dare I say, on the mobile front - there are cellsites being worked on nearly every day... the end customer impact in the vast majority of these cases is nil (as there is often secondary sites that subscriber devices will attach too). It becomes very difficult to identify who *might* stray into an impacted area although with a bit of effort, one could identify locals. Cellsites being out of service takes on a different meaning however when an area being served by a cellsite being pulled out of service for hours (eg. RBI sites). I think it is fair to say that most outages are designed to be as minimal as possible and there is generally no malice behind service outages.

 

With that in mind - how much becomes too much or too little?

 

Its a genuine question. 

 

 

 

There are two instances from Vector that spring to mind: 

 

  • There was some planned substation capacity work that impacted our area, Vector sent us a letter stating that power supplies may be interrupted several times between 12PM-4PM on a specified day (well before lockdown). 
  • Our smart meter is being upgraded to a 4G/5G model and sometime in the next 30 days, a tech will be arriving to swap the meters. Power won't be interrupted unless its an emergency.

 





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MikeB4
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  #2791731 8-Oct-2021 11:27
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I will send an email to all our partners suggesting that they email, ring and text all their customers 10 minutes before planned maintenance and as a courtesy and after to advise restoration. I am sure they will be onto that immediately. πŸ˜‡ 


quickymart
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  #2791732 8-Oct-2021 11:34
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jmosen:

 

Definitely not compensation. There are two levels of relationship here. Chorus and the RSPs, and the RSPs' relationship with the customer. This is why the TDR is the right place for this because it's an industry-wide issue.

 

What I've asked is that they think about what is reasonable in terms of getting this information to interested customers ahead of time when there is a planned outage.

 

In August, a very similar issue occurred with electricity where there was frustration that end-users could have been notified before their power was cut. Again you had the electricity geeks on the radio trying to justify what was in the end shoddy customer service.

 

So I have asked the TDR to develop a clear protocol around communicating these outages ahead of time to those customers who have expressed an interest in having them.

 

 

So what happens in the scenario (and I'm not saying this is what happened here) Chorus communicated the outage to your RSP, but they either chose not to send notification or simply didn't send anything? What would you want to happen then?




hio77
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  #2791733 8-Oct-2021 11:35
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I've seen mention across Multiple channels with many providers indicating they were a bit surprised by these changes.

 

 

 

It seems the notifications were not very clear, thus these notifications kinda got lost in the noise for many :/





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jmosen
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  #2791764 8-Oct-2021 12:18
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hio77:

 

I've seen mention across Multiple channels with many providers indicating they were a bit surprised by these changes.

 

 

 

It seems the notifications were not very clear, thus these notifications kinda got lost in the noise for many :/

 

 

 

 

Not particularly surprised to read this, it is similar to what happened with the electricity industry in August.

 

The TDR have been very responsive, I've already heard from them and have been on a productive phone call with my ISP this morning. If we can get a protocol in place that sets out the responsibilities and rights of all parties with respect to schedule outages, that will be a great outcome. And that's not unusual, as has been pointed out elsewhere in this thread, other utilities seem to manage it.





Jonathan


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  #2791824 8-Oct-2021 14:54
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What did your RSP say when you spoke to them?


jmosen
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  #2791826 8-Oct-2021 15:02
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quickymart:

 

What did your RSP say when you spoke to them?

 

 

 

 

That they understood the concern which seemed reasonable, that they would be discussing it further and would get back to me.

 

If it turns out that they blame Chorus for ambiguous info, the TDR will be able to follow up with Chorus having had me work with the RSP first.





Jonathan




cokemaster
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  #2791853 8-Oct-2021 16:48
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Chorus planned work notifications in the pas tended to be quite detailed outlining what network assets are being worked on. It would surprise me if they were ambiguous these days.




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Wellingtondave
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  #2791909 8-Oct-2021 18:43
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jmosen:

 

hio77:

 

I've seen mention across Multiple channels with many providers indicating they were a bit surprised by these changes.

 

 

 

It seems the notifications were not very clear, thus these notifications kinda got lost in the noise for many :/

 

 

 

 

Not particularly surprised to read this, it is similar to what happened with the electricity industry in August.

 

The TDR have been very responsive, I've already heard from them and have been on a productive phone call with my ISP this morning. If we can get a protocol in place that sets out the responsibilities and rights of all parties with respect to schedule outages, that will be a great outcome. And that's not unusual, as has been pointed out elsewhere in this thread, other utilities seem to manage it.

 

 

 

 

Please keep us in the loop in this thread or start a new one as appropriate. 


MadEngineer
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  #2792063 9-Oct-2021 10:16
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jmosen:

 

quickymart:

 

What did your RSP say when you spoke to them?

 

 

 

 

That they understood the concern which seemed reasonable, that they would be discussing it further and would get back to me.

 

If it turns out that they blame Chorus for ambiguous info, the TDR will be able to follow up with Chorus having had me work with the RSP first.

 

Sounds like Vodafone customer service 101:

 

     

  1. Sympathise with the customer
  2. Promise action
  3. Promise return contact

 

Welcome to be proven otherwise but you've been had.  (You won't get that return contact)





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quickymart
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  #2792067 9-Oct-2021 10:31
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Except I think he's with Orcon?


richms
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  #2792170 9-Oct-2021 12:16
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MikeB4:

 

I will send an email to all our partners suggesting that they email, ring and text all their customers 10 minutes before planned maintenance and as a courtesy and after to advise restoration. I am sure they will be onto that immediately. πŸ˜‡ 

 

 

Email and text are fine, but ringing is a bit absurd.

 

Cant see any reason that this cant be automated other than a cant be bothered attitude from chorus and the retailers.





Richard rich.ms

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  #2792225 9-Oct-2021 13:33

richms:

 

MikeB4:

 

I will send an email to all our partners suggesting that they email, ring and text all their customers 10 minutes before planned maintenance and as a courtesy and after to advise restoration. I am sure they will be onto that immediately. πŸ˜‡ 

 

 

Email and text are fine, but ringing is a bit absurd.

 

Cant see any reason that this cant be automated other than a cant be bothered attitude from chorus and the retailers.

 

 

 

 

They are being sarcastic. 

 

Seriously though, how hard is it for Chorus to have a Status Indicator that goes from Green to Red with a message say "Scheduled Maintenance" and expected time.

 

 


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  #2792310 9-Oct-2021 16:06
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richms:

MikeB4:


I will send an email to all our partners suggesting that they email, ring and text all their customers 10 minutes before planned maintenance and as a courtesy and after to advise restoration. I am sure they will be onto that immediately. πŸ˜‡ 



Email and text are fine, but ringing is a bit absurd.


Cant see any reason that this cant be automated other than a cant be bothered attitude from chorus and the retailers.



My comment was tongue in cheek and on reflection better not made.

I agree with the general thrust of this thread. RSPs, Telcos and fibre infrastructure companies are not good at notifications and keeping their network status pages up to date with outage information. Being onto it with this infoy can certainly take the strain off their contact centres.

ssamjh

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  #2792353 9-Oct-2021 17:56
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I've always found Chorus's status page is wildy inaccurate. Once had a copper fault for 3 days for a town of 5000 and nothing mentioned at all.




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