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ckc



321 posts

Ultimate Geek
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# 156025 17-Nov-2014 01:00
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So we're signed up with MyRepublic.

Monday 10th November I got a phone call from MyR to tell me that the UFB install was going to go ahead on 18th November, and they were going to send out the modem. This was before any inspections had been done or anything, but I thought okay, whatever. They know what they're doing.

Tuesday 11th comes, and someone from Chorus calls me to confirm the installation date on 18th, and that someone was going to come around the next day for an inspection and they'd call me 30m before they were due to arrive. I arranged to be at home all morning on the Wednesday, and then no one turned up. I asked Chorus on social media what the deal was, who promptly denied responsibility for the phone call I had with them on Tuesday and told me to call MyR.

So I did. Naturally, at this point I'm annoyed at having waited in all morning and for Chorus to pass the buck to someone else when I'd arranged it with them. MyR told me that inspections were only planned for the afternoon, and they called Chorus about it, and then called me back. Of course, no one explained where this missing inspection team was, or what was going on with me sitting on my arse all morning waiting for Chorus. They told me that I didn't have to be there for the inspection, they'd do it from outside.

And then I heard nothing. Until Friday just gone (14th) when someone from Chorus called in the afternoon to tell me they were half an hour away and they'd want to look inside and outside.

So they turned up, looked around the place, asked me where the ONT would best go. All of that stuff. Took some photos.

Then they told me that they'd probably have to trench the driveway. Which came as a shock to me, because the house is pretty new - less than fifteen years old - has ducting for cable, and is down a 20m driveway from the road. So that's 20m of driveway that needs to be dug up for only a marginal increase in speed that might be wiped out when VF finally tell everyone what the speed increases will be and when they'll happen. There was some other stuff, but my line at getting it installed was basically digging up the shared driveway. I don't care to have that done, or go through the consent process with my neighbours, if it can't be done with the existing ducting.

The guy told me that it'd probably be a few months. It certainly wasn't going to happen on Tuesday 18th. He indicated it would be a long time. It would have to go to designers, and they'd have to come round again, and they'd definitely have to dig up the driveway. Or if I liked, they could dig up all the plants and trees at the side of the driveway instead and lay the cable there. But they'd also have to, at some point, install a split in the ducting so that our neighbours would be future-proofed for fibre.

See, I don't need to know this. I'm not future-proofing my neighbours. I know one is happy with VF, and the others are semi-retired, and they don't care about UFB. I'm only interested in getting fibre and it being easy for me and the people around me. And this doesn't sound easy for anyone.

So I called MyR, and told them this wasn't going to be easy, it was apparently going to take months, and I wanted to cancel. But they said they'd call Chorus, that they had powers to do this, etc., pay extra to get the install moving, and that it shouldn't be months, it should be at most weeks. I left it with them, but I'm still probably going to cancel, because the Chorus guys were pretty convinced that the drive needed to be trenched, pretty convinced that the only possible location for the ETP (next to the existing cable point and demarc point outside the bathroom) and the most sensible location for the ONT (at the other corner of the house where the cable and Sky enter) were going to be a problem because of the corrugated steel cladding.

So.

1) Is the install usually planned before anyone's been out, and then cancelled when Chorus turn up to do an inspection and find out they can't do that?
2) Who does that date planning for the install? Chorus or the RSP? If it's Chorus, why would you arrange an install before anyone's been out, and if it's MyR, then why would you act on no information from Chorus?
3) I have ducting. It's a new house. So is the one next to us. It has everything fed underground. Why do I apparently need to piss everyone off and install more ducting?
4) Dealing with MyR and Chorus, that's an awful lot of buck passing in a few days. I didn't like the way Chorus palmed off their non-visit to MyR. Who's responsible when I arrange to be somewhere and no one turns up?
5) So if something goes wrong, if the install is half-baked, if they ruin our driveway or punch unsealed holes in my cladding, who fixes that?


This all seems terribly shady. I know nothing about UFB and after this last week, I'm not sure I really care to know anything about it until they actually know what they're doing. I know every project is individual, but there should be certain processes to follow. This seems to be made up by everyone involved on the fly.

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8957 posts

Uber Geek

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  # 1177089 17-Nov-2014 05:37
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1/2. you deal with the ISP, the ISP deal with chorus, you have no relationship with chours. the isp loggs a job with chorus than its up to chorus to sort the rest out. you get a call to be home so they can look at things thats about the extent of you dealing with chours.

3. how do you know the ducting is suitable? hasn't clasped or is up to spec for fibre?

4. it sounds like you need to go through the consent process as you live down a shared driveway, this can take some time as you need to get written permission from your neighbors. chours not turning up does happen, but you never mentioned chours calling you 30min prior to coming round on the Wednesday, you took the time off assuming they would be there, they get busy like everyone else, it happens.

5. if chorus damage anything they have to fix it

there is no fixed rules for all this as each and every situation is different and requires a different approach.

TBH dont start stressing now, just know that it can be a bumpy road and be happy that you can get fibre, as some of us have to wait another 5 years for it.

28440 posts

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Biddle Corp
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  # 1177094 17-Nov-2014 07:09
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The date you were told originally should have never been taken as an actual guaranteed RFS/install date. If MyRepublic (or any other ISP) left you under the impression this would be the case, they clearly don't understand the UFB install process.

The process they're suggesting is no different to what many others are encountering. Your existing ducting obviously isn't suitable for fibre, so new ducting is required.




 
 
 
 


ckc



321 posts

Ultimate Geek
Inactive user


  # 1177146 17-Nov-2014 09:16
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Yeah, I think I'm going to cancel it and stick with cable. No one sounds like they know what theyre doing, I feel like I'm being spun a line by MyR, and I don't actually think Chorus should be arranging visits and then not turning up or calling to cancel. If I make an appointment, I turn up or let someone know I won't be.

Making an appointment and then turning up on a different day, passing the buck to someone else about it, no apology for messing me around... That's the height of unprofessionalism.

Also, it wasn't just MyR that confirmed the installation date - the woman I spoke to at Chorus confirmed it was the installation date too. It's hard to blame MyR when Chorus are saying the same thing.

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Biddle Corp
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  # 1177152 17-Nov-2014 09:26
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Chorus refer to this as an RFS date - however with UFB this can never be a guaranteed date due to all the potential issues that can occur.

In your case it seems your address hasn't been flagged as being a complex install, hence the issue with the tech turns up to look.


ckc



321 posts

Ultimate Geek
Inactive user


  # 1177278 17-Nov-2014 11:28
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Clearly I know nothing about the ducting running to the house :) and can't say for certain if it's suitable or the reasons why it wouldn't be suitable, or indeed how the suitability was gauged. So the issue is one of process and communication. MyR sent me the modem in anticipation of the install date, and Chorus also said installation. Now, I'm not bothered about it being at a later date. I'm more bothered about the ballpark "several months" for the job and talking to two different people. I'm more bothered about making appointments that aren't kept.

If I was paying for the job then I'd be pretty annoyed to be messed around by the contractors like this. I would probably fire them after the first missed appointment. Being busy is fine, but, yeah. Diaries and phones have been available to businesses for a few years now. They should be using them.

ckc



321 posts

Ultimate Geek
Inactive user


  # 1180673 21-Nov-2014 11:50
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End of the line!

Half an hour on hold trying to cancel for the third time. Not even running for a month and already they have outrageous wait times.

Actually cancelled it this time!

I found out that consent has been sent to my neighbours without ME being informed about what work would take place, or having an explanation about why the existing ducting wasn't suitable. This was despite me telling Eoghan a whole bunch of stuff about the property and the neighbours. People have just gone ahead and done stuff without telling me what's happening or why.

Not acceptable. Not acceptable for MyR to blame Chorus, and not acceptable for Chorus to blame MyR. Not acceptable to wait in for a Chorus tech to show up, and not acceptable for him to call half an hour  two days after they were actually supposed to turn up and expect me to be there. Not acceptable to be given an install date and then for the install not to happen because no one had looked at the property, despite me specifying that this was a shared driveway. Not acceptable that I'm not informed about work that's to be planned and not acceptable that before any of this has happened and before I'm informed and given the final decision on whether or not I want the work to happen, my neighbours are contacted for consent.

And now, 2 1/2 hours after I requested it, I just got a callback. Hilarious. :\

258 posts

Ultimate Geek


  # 1180865 21-Nov-2014 15:53
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Where abouts are you getting this installed? I had a Chorus guy rock up this morning to tell me we're up a right of way and I'd have to wait a month for 'that' team to look into it. He was polite and answered all my other questions, but he probably could have saved himself a drive if whoever had sent him around looked at google maps. It's not difficult to determine we're up a long shared driveway. That and the fact I stated on my MyRepublic application that our property is up a right-of-way shows there is clearly some disconnect between the two companies.

 
 
 
 


ckc



321 posts

Ultimate Geek
Inactive user


  # 1180867 21-Nov-2014 15:59
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We're in Kapiti. The annoying part is that like you I put in the form that we were up a shared driveway.

I don't know how common this kind of experience is, or whether it's exclusive to MyR. I think something is clearly going wrong somewhere.

I'm reluctant to blame MyR because Chorus told me exactly the same thing - that Tuesday gone was the install date. So given that they didn't turn up and then turned up on a different day with no announcement, I'm all for blaming Chorus. I don't need swimlane diagrams to know how this process should go, but how it's gone looks like a spider diagram right now, so I think Chorus should spurge on a copy of Visio.

4439 posts

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  # 1180877 21-Nov-2014 16:02
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I'm not sure you'd be better off with any other ISP. 

Frustrating i know, you're a bit unlucky.


96 posts

Master Geek

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  # 1180903 21-Nov-2014 16:24
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gished: Where abouts are you getting this installed? I had a Chorus guy rock up this morning to tell me we're up a right of way and I'd have to wait a month for 'that' team to look into it. He was polite and answered all my other questions, but he probably could have saved himself a drive if whoever had sent him around looked at google maps. It's not difficult to determine we're up a long shared driveway. That and the fact I stated on my MyRepublic application that our property is up a right-of-way shows there is clearly some disconnect between the two companies.


We tell them.  What they do with that information is beyond our control.

It's as frustrating for us as it is for you (well, not exactly, as we aren't the ones that have to wait around to be told the obvious, but we are just as helpless in the process).  All an RSP can do is bring these cases to the attention of Chorus and ask Chorus to improve their processes.  As will be done with the issues raised in this thread (I use future tense somewhat incorrectly, as issues before this reply will have already been raised, and ones after this reply will be raised in the future).



486 posts

Ultimate Geek

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  # 1180980 21-Nov-2014 18:03
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I had the opposite problem when signing up for UFB through UFF (not with MyRepublic).

My house is off the street and there are 2 separate driveways going off the roadside. Google maps and other property mapping clearly show this. The other section is a vacant lot (and has never been built on) so there is no fence between our 2 driveways.  I got told I'd have to get consent from the other owner (who clearly doesn't live there) as they classified it as a ROW.  I had new ducting horizontally drilled from the pillar to the house 3 years ago to replace the copper line so I managed to convince them to send someone out, we'd discuss it and I'd get consent if required after that.  Had to wait for the ROW guy who turned up and said "Oh, no worries".

Also my RFS date got pushed out once "because our drill broke", despite there being no drilling required for my install.




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ckc



321 posts

Ultimate Geek
Inactive user


  # 1181088 21-Nov-2014 23:20
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surfisup1000: I'm not sure you'd be better off with any other ISP. 

Frustrating i know, you're a bit unlucky.



I think this is true. However, what would have been nice would have been to be able to either get a straight answer from someone a week ago, or to cancel it straight away. The previous two times I rang MyR were making promises they didn't seem to be able to keep - such as being able to deal with Chorus differently or something - while today I was pretty angry to be told the consent process had started despite me having clear caveats on what would be acceptable to happen to the driveway for any install.

I still don't have an answer on the ducting.

59 posts

Master Geek


  # 1181118 22-Nov-2014 07:22
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Let me share with you what it's like to get UFB installed in Auckland CBD.....

A fricken nightmare.


Most buildings in the CBD require Consent and a design to get the UFB off the street into the building. From Order Date, you wait around 6 Months where all the relevant Chorus departments get their act together and get fibre to the building. Multi-Tenacy situations always take a long time and it's the most frustrating thing ever. I ordered 4 x connections and they all took 5 - 6 months for an RFS.

On the other hand.... I'm getting UFB with MyR today :D and so far the situation has been pleasant. My house is a freehold title without a shared driveway. No consents needed. I ordered around a month ago now, and RFS is around a month which is great. The only downside is I'm landscaping my front yard progressively over the summer and Chorus didn't call me, and did the ducting from the street into my house without calling me. I got home and it was done. Today they're going to blow the fibre, do the internal cabling in my house and install my ONT. It helps my place is a wooden floor house on Piles, you can get under the floor and drill up into the desired location of the ONT. Simple as.

ckc



321 posts

Ultimate Geek
Inactive user


  # 1181172 22-Nov-2014 10:34
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That sounds better! I guess it'd be easier if it wasn't a 20m shared driveway with 5 cars using it, and at least three people who work from home a lot. But yeah, a lack of communication would really be a problem if they just arrived one morning and started digging.





I should probably add that the most disappointing part of all this is not getting answers about anything, and now the order is cancelled and the only two RSPs in the area are Spark and MyR, we probably won't be getting UFB. So unless Vodafone increase their upload speed, we won't have anything comparable. So no UFB, and no answers about what happened, and what ended up being a sour experience with MyR customer service.

Protip Marc - when a customer wants to cancel because of Chorus problems, you should either let them, or get some answers. Please don't keep them hanging to the point of frustration.

Of course, I think the whole deal is a lack of competition in the LFC market - if Chorus did this when RSPs could choose their own installer, I guarantee that Chorus wouldn't be as bad as they've been. I have no idea how this deal is any different to the monopoly on the copper network, only with much more complicated installs and much less experience.

59 posts

Master Geek


  # 1181367 22-Nov-2014 17:56
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If the government had picked Vector instead of Chorus, I guarantee that this debarcle with UFB would be significantly better.

What you probably don't know/realise is that Chorus dont update the RSPs on ANYTHING. They have a wonderful habit of sropping the ball and putting a multi dwelling building into the too hard basket. Out of the connections I did for clients in the Auckland CBD, it was like squeezing blood from a stone for the RSP to get info back.

Anyway, my connection today worked great on testing. Ping rate was a bit high, but once I've finished my patch panel tomorrow, I'll go live on it and make my VDSL redundant.

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