Fibre available but can't order?

Forums › Spark New Zealand (including Skinny and BigPipe) › Fibre available but can't order?

Wills1

710 posts

Ultimate Geek

#185271 16-Nov-2015 16:25

Hi there,

My address went live on the checker on chorus.co.nz today for UFB. I've called spark to arrange the order, but they can't process an order, as their system says its not available. I asked the CSR to check the chorus website, which she did and confirmed it is available. But still won't process an order.

How long does it take spark to update their system with realtime information?

Jase2985

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#1429052 16-Nov-2015 16:29

its not real time information

the chorus map will be updated by chorus, and your ISP doesnt use this as the tool to say its avaliable at your place. Your ISP might update their system with info from chorus once or twice a week.

ask them to run a manual check on your address.

TBH just keep checking their website till its avaliable, it shouldnt be to much longer

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cbrpilot

945 posts

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Spark NZ

#1429329 17-Nov-2015 08:00

Disclaimer: I am assuming you live in Chorus UFB area rather an area where Chorus is building fibre outside of their UFB area. Spark is in most places that Chorus offers fibre (in other LFC areas), but not all (e.g. Whangarei and Tauranga). In those two areas we only offer UFB via the Local Fibre Companies (in this case Northpower, and UFF respectively).

When you enquire about which BB types you can get, the Spark systems talk to the Chorus systems to find out what is available. And that is what we present back. If the Spark website says UFB is not available at an address, it will be because Chorus is saying that it is not available. There is no Spark system that gets updated here. I.e. Chorus' maps page and their prequalification system are saying different things. My recommendation here would be to give us a call, explain to the rep that the Chorus website says you can get it, but our website says you cannot. The usual process here is for us to submit an order anyway, and thus force Chorus to update their data.

My views are my own, and may not necessarily represent those of my employer.

Wills1

710 posts

Ultimate Geek

#1429671 17-Nov-2015 14:10

cbrpilot: Disclaimer: I am assuming you live in Chorus UFB area rather an area where Chorus is building fibre outside of their UFB area. Spark is in most places that Chorus offers fibre (in other LFC areas), but not all (e.g. Whangarei and Tauranga). In those two areas we only offer UFB via the Local Fibre Companies (in this case Northpower, and UFF respectively).

When you enquire about which BB types you can get, the Spark systems talk to the Chorus systems to find out what is available. And that is what we present back. If the Spark website says UFB is not available at an address, it will be because Chorus is saying that it is not available. There is no Spark system that gets updated here. I.e. Chorus' maps page and their prequalification system are saying different things. My recommendation here would be to give us a call, explain to the rep that the Chorus website says you can get it, but our website says you cannot. The usual process here is for us to submit an order anyway, and thus force Chorus to update their data.

Hi there, thanks for you're response. I live in West Auckland. I did speak with two CSR's on two seperate phone calls. Both of whom checked the chorus website to confirm that UFB was available. Although both staff agreed that the Chorus map states UFB is available they both also said they couldn't do anything until it shows as available in the Spark system. I did ask one of the ladies to talk to the supervisor to explain, which she did, then came back with the same answer unfortunately.

cbrpilot

945 posts

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Spark NZ

#1429714 17-Nov-2015 15:23

Wills1:

Hi there, thanks for you're response. I live in West Auckland. I did speak with two CSR's on two seperate phone calls. Both of whom checked the chorus website to confirm that UFB was available. Although both staff agreed that the Chorus map states UFB is available they both also said they couldn't do anything until it shows as available in the Spark system. I did ask one of the ladies to talk to the supervisor to explain, which she did, then came back with the same answer unfortunately.

First up, sorry that you've been given the run-around here :(
Can you please PM me the details - i.e. the address in question. Once I've confirmed everything, I will see what I can do.

My views are my own, and may not necessarily represent those of my employer.

Wills1

710 posts

Ultimate Geek

#1429730 17-Nov-2015 15:44

cbrpilot:
Wills1:

Hi there, thanks for you're response. I live in West Auckland. I did speak with two CSR's on two seperate phone calls. Both of whom checked the chorus website to confirm that UFB was available. Although both staff agreed that the Chorus map states UFB is available they both also said they couldn't do anything until it shows as available in the Spark system. I did ask one of the ladies to talk to the supervisor to explain, which she did, then came back with the same answer unfortunately.

First up, sorry that you've been given the run-around here :(
Can you please PM me the details - i.e. the address in question. Once I've confirmed everything, I will see what I can do.

Thank you for you're assistance, have sent a PM.

Wheelbarrow01

1708 posts

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Chorus

#1430237 18-Nov-2015 10:36

Hi Wills1,

cbrpilot has passed your address details to me and we're now working on a solution for you. We'll be in touch with updates as we work to resolve your address issue.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Wheelbarrow01

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Chorus

#1430267 18-Nov-2015 11:35

The OP's address issue has now been fixed and we look forward to him contacting us again to place his order. Our apologies that it took longer than expected to resolve the issue.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Wills1

710 posts

Ultimate Geek

#1430340 18-Nov-2015 13:28

Wheelbarrow01: The OP's address issue has now been fixed and we look forward to him contacting us again to place his order. Our apologies that it took longer than expected to resolve the issue.

Many thanks to both Wheelbarrow01 & Cbrpilot for outstanding customer service and swift response.

cbrpilot

945 posts

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Spark NZ

#1430495 18-Nov-2015 16:27

Ok, have dug deep enough to get the real answers on this.

Our older systems had full integration with the old Chorus ordering system that would tell us if Fibre was available at a location.
Chorus have now stopped updating Fibre inventory in that system, so we can't use that any more. And they do not have a replacement one yet. That do have a manual web portal which does provide this information, but you cannot automate into it.
Therefore in the interim we take a regular data feed from them to update our inventory - and in this instanced it hadn't been updated, and hence why we were saying that Fibre wasn't available here.

So yes, in theory it can take a few days between Fibre being available from Chorus, and our systems getting updated. And of course I'm sure there are instances where for whatever reason we don't get the update from Chorus for a particular address for whatever reason.

If anyone strikes this again in the future, give us a call. Any issues, you can PM me or Wheelbarrow01.

My views are my own, and may not necessarily represent those of my employer.

Stu

Hammered
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#1430498 18-Nov-2015 16:31

Thanks for the update @cbrpilot, and thanks to yourself and @Wheelbarrow01 for sorting this out for the OP!

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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