No updates on Chorus fault

Forums › Spark New Zealand (including Skinny and BigPipe) › No updates on Chorus fault

granada29

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#214189 1-May-2017 14:28

My broadband connection has been unavailable for over 48 hours because of some fault in the Chorus network. The Spark call centre are unable to provide an estimate of when the problem will be resolved because they have received no update from Chorus.

Surely Spark has an SLA with Chorus that requires updates and estimated downtimes to be provided on a reasonable schedule.

If not - then why not?

I find this level of service to be totally unacceptable and I wonder why Spark is not more pro-active in demanding status reports instead of - 'the Chorus technician has not got back to us'

This is very poor customer service, from Spark to me and also from Chorus to Spark.

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#1773540 1-May-2017 14:45

Are you a business customer with Spark or consumer and do you have an SLA agreement with Spark?

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Networker

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#1773624 1-May-2017 15:47

This is one of the reasons Spark now have the 4G product.

https://www.spark.co.nz/shop/internet/wirelessbroadband/

Regardless of ISP, landline (Access) issues are out of the control of the service provider.

The last few governments have ensured they don't want vertically integrated networks.

No visibility & control. Believe me, no one is enjoying this.

granada29

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#1773635 1-May-2017 16:06

I am a regular consumer with no SLA other than Sparks T&C, but I am pretty sure that among the 600+ plus other customers affected by this outage, there will be at least one business customer.

I also am of the opinion that fault reporting should be freely available to all customers regardless of their consumer vs business status and as I said, Spark most likely has an SLA with Chorus that should be providing this information.

Chorus's outage map provides no information at all other than that the service has not been available since 11:00 am on Saturday plus the number of customers affected with no estimated time to repair which leads me to think that Chorus staff have no accountability for faults on their network.

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#1773636 1-May-2017 16:08

" other than that the service has not been available since 11:00 am on Saturday "

What other INFO do you need? You are aware of an outage and it's getting worked on,

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sbiddle

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#1773638 1-May-2017 16:10

granada29:

Surely Spark has an SLA with Chorus that requires updates and estimated downtimes to be provided on a reasonable schedule.

If not - then why not?

Because you're paying Spark for a best effort residential connection and likewise Spark are paying Chorus for a best effort residential connection.

Spark offer free mobile data when there is an outage so you shouldn't be suffering with no internet.

chevrolux

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#1773646 1-May-2017 16:17

TBH i think Spark does a very good job of dealing with faults.

I had to ring up for a fault on a customers POTS line (standard business, dialled 126) a while back and they had a booking time for me immediately on the phone. Tech got delayed on the first visit but they sent me a text on the original booking day to let me know it had been rebooked. In the mean time they did a divert immediately (none of this "it takes 4 hours" stuff).

At the end of the day though, it always comes back to the lovely people at Chorus and the fantastic service companies that do their work around the place.

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Coil

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#1773647 1-May-2017 16:18

Linux:

" other than that the service has not been available since 11:00 am on Saturday "

What other INFO do you need? You are aware of an outage and it's getting worked on,

Linux

We need a live 4K feed from the job site so we can get live reporting for our customers.
Simply telling them its being fixed doesnt seem to work after a few hours.

chevrolux

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#1773648 1-May-2017 16:18

granada29:

I also am of the opinion that fault reporting should be freely available to all customers regardless of their consumer vs business status and as I said, Spark most likely has an SLA with Chorus that should be providing this information.

That info is freely available...

https://outages.chorus.co.nz/

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#1773650 1-May-2017 16:20

I am not aware of what has caused the outage or what the actual outage is but for all we know it could of been a drunk driver that has smashed into a roadside cabinet and ripped it out of the ground! (It has happened) and when things like this happened it's a dam lot of work to replace that Cabinet and fix it back up

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Coil

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#1773653 1-May-2017 16:28

chevrolux:

granada29:

I also am of the opinion that fault reporting should be freely available to all customers regardless of their consumer vs business status and as I said, Spark most likely has an SLA with Chorus that should be providing this information.

That info is freely available...

https://outages.chorus.co.nz/

Holy Moly thats amazing. Like as someone who used to deal with faults i wish something like this existed in my time.

chevrolux

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#1773655 1-May-2017 16:31

TimA:

chevrolux:

granada29:

I also am of the opinion that fault reporting should be freely available to all customers regardless of their consumer vs business status and as I said, Spark most likely has an SLA with Chorus that should be providing this information.

That info is freely available...

https://outages.chorus.co.nz/

Holy Moly thats amazing. Like as someone who used to deal with faults i wish something like this existed in my time.

Surely this existed as an internal chorus tool?! Or maybe there was at least a spreadsheet or something...

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Coil

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#1773657 1-May-2017 16:37

chevrolux:

TimA:

chevrolux:

granada29:

I also am of the opinion that fault reporting should be freely available to all customers regardless of their consumer vs business status and as I said, Spark most likely has an SLA with Chorus that should be providing this information.

That info is freely available...

https://outages.chorus.co.nz/

Holy Moly thats amazing. Like as someone who used to deal with faults i wish something like this existed in my time.

Surely this existed as an internal chorus tool?! Or maybe there was at least a spreadsheet or something...

Nah network events page. Was updated once every time the moon was blue.
I was on the email chain for faults that got identified then resolved. Couldn't follow a single one. Were so many coming through and some we didnt even get a resolved notification form. Would get a large outage and give it about 30 minutes before it was "Identified"
Try 100 calls in 30M that were BAU as Chorus hasnt given the word yet. Then all were "There is an outage, Try reboot your modem in a bit"

"My wifi doesn't...."
"Theres an outage reboot it"
"Ah my god its fixed :D" Every time..

granada29

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#1773679 1-May-2017 17:28

Wow - I guess I trod on a few toes.

I don't think its unreasonable after 48 hours to know how much longer it it will take to repair a fault that is affecting 600+ subscribers. If a roadside cabinet has been smashed by a drunk driver then I am sure Chorus have plenty of statistics on the average time to fix that. I don't care if its a week or a month as long as someone gives a reasonable estimate.

Kind of strange how that got converted into a demand for 4K live feed.

The map at https://outages.chorus.co.nz/ has now been updated (in the last hour) - possibly as a result of this thread, but had not been changed since the fault was first first noted on the map on Saturday.

DarkShadow

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#1773700 1-May-2017 18:15

Networker:

No visibility & control.

To be fair to Chorus, they have been providing updates to their customers as follows:

01/05/2017 12:11 Update
Cable technicians are now on site and carrying out remedial activities. ETR is 17:00.
-------------------------------
30/04/2017 16:27 Update
Cable technicians are unable to attend the site today due to multiple activities. Technicians will attend the site tomorrow (01/05/2017).
-------------------------------
29/04/2017 19:24 Update
Chorus technicians have attended the site and confirmed network elements isolated due to fibre cut. Cable technicians located the fault in Glinfeild. Technicians will attend the site tomorrow. No ETA.
-------------------------------
29/04/2017 13:03 Update
Chorus technicians have been dispatched to investigate.
-------------------------------
29/04/2017 11:22 Event
Network elements isolated.
Under investigation with technical teams

granada29

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#1773706 1-May-2017 18:29

Thanks for that info.
Then why do Spark not make this info available. Not the details of staff numbers etc but at least the time estimates.
BTW the Spark help desk was repeatedly assuring me that the fault was being worked on when in fact it had been relegated to a lower priority and nothing was being done until today.

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