Requested UFB installation for more than 3 weeks, yet no progress made.

Forums › New Zealand Broadband › Requested UFB installation for more than 3 weeks, yet no progress made.

df2334

24 posts

Geek

#147162 10-Jun-2014 21:58

There has been nearly a month since I submitted the UFB installation request, The Chorus guys only turned up a couple of times

and inspected the property and said there was additional work needs to be done on the driveway then just left and have never come back.

I wonder how long is the normal waiting time for this, I remember when I got UFB for my last property, it didn't take very long, but this time

it was so much hustles and dramas. So far Telecom isn't able to give me an reasonable update on the progress, they just keep giving me these craps, find excuses and tried to shift the responsibilities to Chorus..

Should I make a complaint about this????? or is this sort of normal waiting time.

btw, my property is in Chorus UFB zone and is definitely ready for fiber.

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1285 posts

Uber Geek

#1063013 10-Jun-2014 22:21

This is quite normal - I have 2 orders in at the moment for different premises both submitted a week apart - one's with Chorus and one with Ultra Fast Fibre.

The Ultra Fast Fibre install is due to happen on the 29th - about 2 months after order submitted

Chorus - they've been round to have a look - the duct is sitting right outside the front door and the quote from the guy that came round said it'll be easy but there's no sign of any progress - I'm guessing could stretch out to 3+ months

I can understand it's frustrating waiting but this really is the government's fault for not sorting the consent issues.

df2334

24 posts

Geek

#1063030 10-Jun-2014 22:48

Which company is your service provider ?

When did u submit your request to Chorus ?

also any reasons why it took this long since there isn't much complication sounds like a straight installation.

vexxxboy

4244 posts

Uber Geek

#1063041 10-Jun-2014 23:05

in Rotorua , it seems like its a week to 10 days to get fibre installed .

Common sense is not as common as you think.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1063102 11-Jun-2014 06:18

Just because something may look like a simple install to you don't mean it is.

UFB install times vary from 1 week to 1yr+ (and waiting) depending on the circumstances.

chevrolux

4962 posts

Uber Geek
Inactive user

#1063187 11-Jun-2014 09:33

I just had a customer connected last week..... We arranged for service in October last year.

3 weeks is nothing.

merve0o0

492 posts

Ultimate Geek

#1063234 11-Jun-2014 10:37

I signed up and paid (with Snap) on the 2nd of April. I got a call the next day to say that it had to go through consent. I had a text on the 16th of May to say that it has passed consent and on to the design phase. I haven't heard anything since. I called on the 2nd of June for an update and was told that they didn't have one yet but would get back to me in a day or two with one. still no call.

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1063236 11-Jun-2014 10:40

Sounds pretty standard.

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timmmay

20580 posts

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Lifetime subscriber

#1063246 11-Jun-2014 10:52

My connection took around 6 months because permission to use power poles needed to be obtained for Wellington. 3 weeks is nothing.

grudge

266 posts

Ultimate Geek

#1063344 11-Jun-2014 13:16

Takes a while depending on certain factors.
Submitted my request on 28th of April, consent was gained 20th of May. Now i'm into design phase which could be 8+ weeks, so far only had a Chorus guy around to check out the yard. Design ideas may change so time varies.

merve0o0

492 posts

Ultimate Geek

#1063414 11-Jun-2014 14:51

timmmay: My connection took around 6 months because permission to use power poles needed to be obtained for Wellington. 3 weeks is nothing.

Yea I do know that but I was told it would be 15 days after consent was sorted so I had my expectations set to that.

InstallerUFB

840 posts

Ultimate Geek

#1063465 11-Jun-2014 16:02

df2334:
There has been nearly a month since I submitted the UFB installation request, The Chorus guys only turned up a couple of times

and inspected the property and said there was additional work needs to be done on the driveway then just left and have never come back.

I wonder how long is the normal waiting time for this, I remember when I got UFB for my last property, it didn't take very long, but this time

it was so much hustles and dramas. So far Telecom isn't able to give me an reasonable update on the progress, they just keep giving me these craps, find excuses and tried to shift the responsibilities to Chorus..

Should I make a complaint about this????? or is this sort of normal waiting time.

btw, my property is in Chorus UFB zone and is definitely ready for fiber.

Is your house feed off a ROW ?

If so then the job would have possibley been passed back from the installtion company to Chorus Concenting

the job may have gone to a designer to do a preliminary design so that those giveing concent have some idea of what is going to happen

If concent is then granted then it would have gone back for detail design and priceing - if the priceing is more than expected then it may have gone back for a redesign and re piceing

{I would assume that maybe your job is around this stage}

Assumeing the priceing has been accepted - then a civils contractor is engaged to do the work (timing, priceing acceptance etc during this part also takes time)

The civils contractor does their work - sometimes there may also be a network extention component to this too, which also requies time for scheduling etc

when all the civil and extra build work is completed and accepted then the job goes back to the installers to do the install.

All of this takes time and I know that everyone likes to think that their job is the only one but there are ' ' (pick a number) being done all at the same time across the whole of the chorus area / I think there are at least 4 designers working vertualy full time on UFB related ROW/MDU jobs in the Downer office in Palmerston North at the moment and they are doing jobs from across the country (In the Downers Patches) which ever job is next to be done.

df2334

24 posts

Geek

#1063509 11-Jun-2014 16:43

hi thanks for the detailed information,

what do you mean by "ROW"?

I've been told that Chorus has assigned this job to a civil crew but since then I haven't heard anything. Actually the time since I first submitted this request is more than 3 weeks, I didn't include the consent process (which turns out not need it at all).

One thing I am not happy with this lengthy process is it is very hard to get any information from either the service provider or the fibre company, if this turns out to be a long waiting process at least they should inform the customers and let them know rather than just let them wait in the dark without knowing when and what is going to happen.

Jase2985

13461 posts

Uber Geek

ID Verified

Lifetime subscriber

#1063515 11-Jun-2014 16:48

Right of Way

ie shared driveway

you talk to ISP, ISP talks to Fiber Company then back the other way way

D1NZ

194 posts

Master Geek

#1063535 11-Jun-2014 17:37

I am in Christchurch, my UFB installtion from start to finish and connected to Internet took about 6 days.
With those said I was one of the very first connection in my area, even the civil worker told me it's pretty slow because UFB roadside work just finished.

I would suggest you to talk with your ISP, and asking them to do the follow up with whoever is doing the UFB installation in your area.

floydbloke

3523 posts

Uber Geek

ID Verified

#1063609 11-Jun-2014 19:54

Jase2985: Right of Way

ie shared driveway

you talk to ISP, ISP talks to Fiber Company then back the other way way

You can speed this up by going to talk to your affected neighbours to explain what you want to do and taking the form letter, available from the Chorus website, then collecting them once the neighbours sign them ( assuming they're willing to do so of course), scan them and emaill to Chorus.

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