Just how good is Big Pipe coordinating your UFB connection?

Forums › Spark New Zealand (including Skinny and BigPipe) › Just how good is Big Pipe coordinating your UFB connection?

wpptrvrs

16 posts

Geek

#179349 4-Sep-2015 23:10

Folks,

I have been reading some bad and some good feedbacks about Big Pipe effort to connect your UFB services here. So how many of you out there actually got your connection on time and without any fuss?

I haven't got mine connected yet since I signed up on 2 Aug with Big Pipe. I'm in Wellington CBD. First there was a no show on 18 Aug for scoping and an immediate scoping was rescheduled on 19 Aug after I complained. I was forgiving when Chorus turned up ahead of appointed time on 19 Aug and completed the scoping. Real easy job. Straight into the garage and hang the ONT on the wall.

Found that the underground conduit was blocked and some thing need to be done to inspect the underground conduit. Now my garage to the Telecom's UFB point is less than 10m away. My schedule connection date is 21 Sep. So you can see the big lead time given to Chorus/BigPipe to fix this.

Then something unexpected happen. Chorus called Big Pipe to said I already have UFB service. Then another Big Pipe email said, I had asked Chorus to cancel my UFB order. Then I was informed Chorus spoke to someone called a Jeremy and myself to cancel the order.

Now, I don't know a Jeremy nor anyone from Chorus called me since 19 Aug. All these mistaken identity or human error, I expect Big Pipe to make right.

Today, I received another Big Pipe email that said Chorus had called me and my new scoping date is 14 Sep and my installation is 14 Oct. No wonder there is such a huge backlog.

To say I am frustrated is an understatement. I'm not sure if Big Pipe has any good CRM system to track how they update customers.

So what happen to the 19 Aug scoping record, photos and my sign off? Why another scoping date? What a waste of time and effort!

This is definitely a bad start with Big Pipe for me and I should have taken up MyRepublic's offer.

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6434 posts

Uber Geek

#1380064 5-Sep-2015 01:05

it really sounds like these are all Chorus stuff-ups.

"First there was a no show on 18 Aug for scoping"

"Chorus turned up ahead of appointed time on 19 Aug"

" Chorus called Big Pipe to said I already have UFB service. Then another Big Pipe email said, I had asked Chorus to cancel my UFB order. Then I was informed Chorus spoke to someone called a Jeremy and myself to cancel the order."

This all likely would have happened whichever ISP you chose.
Had you gone with MyRepublic, you would now be posting in their subforum complaining about the exact same thing.

All your consent details, scoping records etc ALL sit with Chorus. ISPs do not have access to them and have to go by what Chorus say.

lucky015

743 posts

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#1380066 5-Sep-2015 01:48

NonprayingMantis: it really sounds like these are all Chorus stuff-ups.

"First there was a no show on 18 Aug for scoping"

"Chorus turned up ahead of appointed time on 19 Aug"

" Chorus called Big Pipe to said I already have UFB service. Then another Big Pipe email said, I had asked Chorus to cancel my UFB order. Then I was informed Chorus spoke to someone called a Jeremy and myself to cancel the order."

This all likely would have happened whichever ISP you chose.
Had you gone with MyRepublic, you would now be posting in their subforum complaining about the exact same thing.

All your consent details, scoping records etc ALL sit with Chorus. ISPs do not have access to them and have to go by what Chorus say.

Sounds about right.

ISP request a date from Chorus, Are able to give slight nudge as to scheduling but not much more, Chorus then go about their week mostly ignoring bookings that have been made. (Yes they have a legitimate reason being they cant predict how long it takes but really that means they have a major scheduling problem and need to rectify process and policy)

As for the rest, That's up to chorus, They obviously didn't speak to you but you aren't going to change their mind on the matter.

Jase2985

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#1380076 5-Sep-2015 07:37

i cant see how any of this is big pipes fault, and im sure they will do their best to get this sorted

wpptrvrs

16 posts

Geek

#1380141 5-Sep-2015 10:16

Fair enough. Big Pipe is also the victim here arising from bad scheduling from Chorus. Given our free market, wouldn't it make sense to have another supplier to ease the demand?

I understand we have the tendency to shoot the messenger. And we are all wise to know that. Can't the messengers (I mean all ISPs since they have to deal with the single sole supplier in town) do anything?

Anyway, going from the 3 replies, I reckon Big Pipe does offer good UFB services then.

richms

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#1380150 5-Sep-2015 10:23

Unfortunately this is what happens when a company is given a monopoly on services.

Also when the govt gives the contract to the cheapest provider. UFB installs are a joke. Cant blame bigpipe when they are forced to order off muppets who dont know what they are doing or when.

Richard rich.ms

Wacky

55 posts

Master Geek

#1380225 5-Sep-2015 13:11

My experience was that BigPipe was great, but it was Chorus that was crap. Not their technicians but Chorus's management of the whole process. The techs I have had to deal with have been superb.

Salami

237 posts

Master Geek

#1380285 5-Sep-2015 15:47

wpptrvrs: Fair enough. Big Pipe is also the victim here arising from bad scheduling from Chorus. Given our free market, wouldn't it make sense to have another supplier to ease the demand?

I understand we have the tendency to shoot the messenger. And we are all wise to know that. Can't the messengers (I mean all ISPs since they have to deal with the single sole supplier in town) do anything?

Anyway, going from the 3 replies, I reckon Big Pipe does offer good UFB services then.

This can't happen due to the history of chorus owning the equipment and they were the one building the network.

Also it was Telecom at the start who developed the copper network throughout NZ , building exchanges, expansion etc. so when Telecom was forced to Split the infrastructure was branched off to a company named chorus.

If you can afford a few billion dollars I'm sure you can start building your own network.

If I remember correctly sometimes its not a chorus issue because chorus do source technician from service companies who are contracted to connect customers.

But most of the time its hardly the ISP issue only if the order is ran incorrectly or a billing issue.

I was annoyed working for an ISP as I couldn't do anything for a customer as it was at the hands of chorus so I left the job and changed my career to IT.

You are much frustrated as other people working for an ISP.

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scuwp

3885 posts

Uber Geek

#1380286 5-Sep-2015 15:54

Too many contractors...sub contractors....sub-sub contractors etc in the mix. The whole process is a nightmare to manage for the ISP's.

Lazy is such an ugly word, I prefer to call it selective participation

sbiddle

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#1380342 5-Sep-2015 17:06

To compound thing there are significant delays in Wellington right now with UFB. 6+ weeks to get a simple install (ie ONT located 1m away from a BUDI) is a normal timeframe due to workload.

There seem to be delays occurring in many parts of the country now (not just Chorus areas) due to the huge uptake of UFB that's occurring. Anybody who says UFB uptake is behind projections clearly isn't living in the real world.

InstallerUFB

840 posts

Ultimate Geek

#1380359 5-Sep-2015 18:26

sbiddle:

To compound thing there are significant delays in Wellington right now with UFB. 6+ weeks to get a simple install (ie ONT located 1m away from a BUDI) is a normal timeframe due to workload.

There seem to be delays occurring in many parts of the country now (not just Chorus areas) due to the huge uptake of UFB that's occurring. Anybody who says UFB uptake is behind projections clearly isn't living in the real world.

a subsequnce of the increased workload that is being heaped on to the install techs (many of whom this has been there first experience - and in many cases last experience - working with Fibre/comms cableing) they are failing to cope and are moveing on to other employment. This is leaving even less techs at the moment who can do installs and they are also haveing to spend time feild training/mentoring new installers which intern extends the time frame for getting installs

wpptrvrs

16 posts

Geek

#1380397 5-Sep-2015 20:27

sbiddle:

To compound thing there are significant delays in Wellington right now with UFB. 6+ weeks to get a simple install (ie ONT located 1m away from a BUDI) is a normal timeframe due to workload.

There seem to be delays occurring in many parts of the country now (not just Chorus areas) due to the huge uptake of UFB that's occurring. Anybody who says UFB uptake is behind projections clearly isn't living in the real world.

The SLA stated by Big Pipe is between 2 weeks to 3 months to get UFB installed. So even if the connection happens on the 90th day, it is still within service levels.

I wonder if there is any evidence to back up the service level. As you know, work expands to fill the time available.

If not, like InstallerUFB said - the attrition in the tech pool is likely the real cause.

NonprayingMantis

6434 posts

Uber Geek

#1380460 5-Sep-2015 23:35

wpptrvrs:
sbiddle:
To compound thing there are significant delays in Wellington right now with UFB. 6+ weeks to get a simple install (ie ONT located 1m away from a BUDI) is a normal timeframe due to workload.

There seem to be delays occurring in many parts of the country now (not just Chorus areas) due to the huge uptake of UFB that's occurring. Anybody who says UFB uptake is behind projections clearly isn't living in the real world.

The SLA stated by Big Pipe is between 2 weeks to 3 months to get UFB installed. So even if the connection happens on the 90th day, it is still within service levels.

I wonder if there is any evidence to back up the service level. As you know, work expands to fill the time available.

If not, like InstallerUFB said - the attrition in the tech pool is likely the real cause.

It's a residential service. It won't have an sla like that. it will be an estimate.

Salami

237 posts

Master Geek

#1380552 6-Sep-2015 12:09

scuwp: Too many contractors...sub contractors....sub-sub contractors etc in the mix. The whole process is a nightmare to manage for the ISP's.

Yea this soo true..

Chorus calls the contractor, Contractor calls another contractor who calls the field manager who tries to contact the tech.
After waiting an hr on hold with chorus they can't find the tech.

So then after 2 days you then get a reply.
After which if you want more info the cycle repeats.

There are some very good techs but some of them are just .... annoying to deal with...

ISPs then get the blame and having to offer some incentives to customers like 1 free month worth of Broadband.

If ISPs start charging chorus with the amount of issues in getting customers connected they'll be so out of business.

sbiddle

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#1380569 6-Sep-2015 13:59

wpptrvrs:

The SLA stated by Big Pipe is between 2 weeks to 3 months to get UFB installed. So even if the connection happens on the 90th day, it is still within service levels.

BigPipe (or any other RSP) have no "SLA" for a UFB install.

wpptrvrs

16 posts

Geek

#1380579 6-Sep-2015 14:40

sbiddle:
wpptrvrs:

The SLA stated by Big Pipe is between 2 weeks to 3 months to get UFB installed. So even if the connection happens on the 90th day, it is still within service levels.

BigPipe (or any other RSP) have no "SLA" for a UFB install.

You are right. I shouldn't call it SLA. BigPipe's FAQ on how long it takes to get connected stated between 2 weeks to 3 months.

Seems like an expectation to customers that it will take 2 weeks to 3 months to get connected. Informally, it does sound like a service expectation.

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