Poor Fibre experience from BigPipe

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lucky015

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#1390603 20-Sep-2015 14:45

NonprayingMantis:
aumouth: So, I've had 4 appointments now for Chorus to come out and do the install, none of which has anyone turned-up. For only one of them did they attempt to contact me to confirm the appointment.
The other three they've just not turned-up. One of those 3 I found out afterwards they they cancelled the appointment a couple of days beforehand because of some equipment not yet installed. No-one contacted me to advise the cancellation. The other two appointments, the most recent being yesterday morning, no-one showed. No attempt to contact, and no reason why.

Sadly, this sounds like pretty standard chorus behavior. Unacceptably bad, but totally normal.

I'd be willing to bet that they also never bothered updating their systems with this info either, so your isp has no chance to let you know and the first your ISP hears about it is when you contact them to say that chorus are a no-show.

Sounds about right from my own experience at the ISP end.

As for BigPipe's communication I see it was less than optimal but I can see what lead to it considering customers really don't like to be told "Chorus reserve the right to contact you when ever they feel like it but make no guarantees that they will even if you request they do so"

As for incorrect contact details, Unless the ISP has entered the numbers incorrectly in the order to chorus, You are the one responsible for ensuring your contact number is correct, Having to advise people and companies of your number changing is the main obvious downside of changing a number in the first place and is your own responsibility.

richms

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#1390631 20-Sep-2015 15:57

I don't see why an isp shouldn't ask the user to confirm the number during the upgrade process.

Why do so many companies want a phone number anyway? They have an email address already. Makes going phone free very hard.

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sbiddle

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#1390641 20-Sep-2015 16:24

richms: I don't see why an isp shouldn't ask the user to confirm the number during the upgrade process.

Why do so many companies want a phone number anyway? They have an email address already. Makes going phone free very hard.

Because in my experience (across numerous UFB installs) you'll get a phone call the day before from the scoper, a call on the day from the scoper, a call the day before install and a call on the day of the install. Email isn't an instant form of communication for most people.

fizzychicken

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#1402994 9-Oct-2015 12:33

similar for me it seems, though though I understand this is a chorus issue and not bigpipe.
got a call from chorus a day or so after applying for bigpipe UFB. was informed scope would be today 9-12 and installation would be next friday if all OK.
Booked the morning off work, everyone at work said 'it wont happen or something will go wrong'....this morning...no emails, no phone calls, no one at my house, I'm sat in the garden on my laptop...so I know no body turned up.
Seems annoying that it is a common story.

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Lorenceo

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#1403003 9-Oct-2015 12:46

Tell Bigpipe this so they can inform Chorus.

fizzychicken

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#1403084 9-Oct-2015 14:35

haha, I'm at work now, just got a call from them (2:30pm) saying they would be at my house soon...told the guy I'm not home because I waited there during the agreed time of 9-12 so he just goes silent. After a while he asks when is a good time so I tell him I am not home until 5:30.....he goes silent for ages again, eventually after me saying 'hello?' a few times he asks if I have a day free next week so I told him that I do not know what day I can get off work yet, he says 'OK' and then silence....eventually I just hung up as he wasn't saying anything. Fibre would be nice to have but I am not wasting my time and working hours on a company (Chorus) that dis-organised.

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UHD

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#1403094 9-Oct-2015 14:51

Why was your number not up to date with BigPipe? Surely leave them your mobile number so they can reach you in the unlikely event they needed to. Even if you're not there on the day of the install you can still pick up the phone and confirm. Totally your fault.

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fizzychicken

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#1403142 9-Oct-2015 16:34

fizzychicken: haha, I'm at work now, just got a call from them (2:30pm) saying they would be at my house soon...told the guy I'm not home because I waited there during the agreed time of 9-12 so he just goes silent. After a while he asks when is a good time so I tell him I am not home until 5:30.....he goes silent for ages again, eventually after me saying 'hello?' a few times he asks if I have a day free next week so I told him that I do not know what day I can get off work yet, he says 'OK' and then silence....eventually I just hung up as he wasn't saying anything. Fibre would be nice to have but I am not wasting my time and working hours on a company (Chorus) that dis-organised.

So I've just been emailed that as it is my choice to cancel I lose the $49 sign up fee. So I can have them try and reschedule and lose another chunk of working hours (or more if they don't turn up again) or I just accept that I've already paid out $49 and lost half a day holiday at work. Some companies really go out of their way to build a negative customer opinion/experience.

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Jase2985

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#1403151 9-Oct-2015 16:53

well its not bigpies fault

and chorus doesn't deal with the public for money so its not like they really care, because people are going keep wanting UFB/VDSL etc.

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