Help .... going around in circles.. new connection

Forums › Spark New Zealand (including Skinny and BigPipe) › Help .... going around in circles.. new connection

moxpearl

123 posts

Master Geek

#138151 22-Dec-2013 09:59

Well so far I have been talking to random people on the telecom helpdesk over the last 2 days who have all been 100% useless and all telling me different things and its doing my head in.. We had a connection installed by chorus during the week (Brand new house) , telecom sent us a VDSL modem (Then later informed us that we were only eligible for ADSL however the modem they sent us was fine for adsl) , fast forward a few days and the "Broadband" light on the modem is blinking and we still have no net connection

A little timeline of telecom emails 16th

That's perfectly fine - I'm sorry to hear that VDSL is not available at your property due to the distance from your local cabinet, however we can definitely connect ADSL there for you instead.

Chorus have asked to connect just the landline first, which will be done tomorrow afternoon. Once your landline is connected I will issue a separate order to connect the ADSL broadband service, and will confirm once this has been done.

The modem that we have already sent you can be used for both VDSL and ADSL, so please keep the modem you have already received

21st after I contacted them stating the problem

Our records show that as of 7pm last night your Broadband should be now up and working.

Can anyone help me ?? Ringing telecom is getting me nowhere ... pretty bloody poor first impressions of telecom.. Cheers!

ubernoob

576 posts

Ultimate Geek

Trusted

Lifetime subscriber

#956073 22-Dec-2013 10:11

Have you tried turning it off and back on again ;-)

moxpearl

123 posts

Master Geek

#956078 22-Dec-2013 10:21

harhar :P yes.

plambrechtsen

1948 posts

Uber Geek
Inactive user

#956086 22-Dec-2013 10:37

To be honest the best way for resolution is via 123 new & moves. Posting on Geekzone isn't going to get you any quicker resolution since you aren't connected yet and there are a whole myriad of processes that get followed to get lines connected.

If you were having poor broadband service or drop-outs etc that's a different story but getting connected Telecom are unfouruntately at the mercy of Chorus to get a tech around to connect you up.

You can try the online chat to see if they can help you: https://www.facebook.com/telecomnz/app_195646697137509

But really ringing up 123 and asking when the order is due to complete is the best way for the fastest resolution.

moxpearl

123 posts

Master Geek

#956112 22-Dec-2013 11:18

I have talked to everyone at telecom.. helpdesk.. provisions .. new moves etc.

One person has told me that we have a phone line connected but no adsl connection

One person said they could not find any info on me except that the modem

One person said that it was all connected on thursday

One person said they would get back to me on Saturday (On friday)

RunningMan

8963 posts

Uber Geek

#956113 22-Dec-2013 11:26

Call back 123 as Peter has suggested. If the person you first speak to is unable to get either a resolution to the problem, or at least get some reasonable progress then ask to speak to their supervisor, or someone in the correct area.

Make sure you note that person's details so you can go back to them directly if you need further followup - this will stop you having to speak to different people each time who have to come up to speed with whatever the issue is in your case.

Also ask if there is a reference or order number that you can quote when you call that relates to your install.

Yyrael

222 posts

Master Geek

Trusted

#956509 23-Dec-2013 11:40

moxpearl: I have talked to everyone at telecom.. helpdesk.. provisions .. new moves etc. One person has told me that we have a phone line connected but no adsl connection

One person said they could not find any info on me except that the modem

One person said that it was all connected on thursday

One person said they would get back to me on Saturday (On friday)

PM me with details if you like and I can look into it, I'm a connections specialist. Full disclosure though the number of things we can do with it coming into Christmas is going to be pretty limited.