ONT - red optical light - Chorus a no show - urgently need resolved as working from home under alert level 3

Forums › Spark New Zealand (including Skinny and BigPipe) › ONT - red optical light - Chorus a no show - urgently need resolved as working from home under alert level 3

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#2666177 1-Mar-2021 13:13

mentalinc:

I assume you have tried to put the plug back in?

I'd be surprised if a toddler can damage fibre cable by hand...

Its the very thin strand of blue fibre

quickymart

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#2666262 1-Mar-2021 14:25

Can easily be broken if not looked after, so I'm not surprised.
Also approaching a tech isn't recommended, as if they're not the technician assigned to your fault, that can cause issues (think scheduling, etc).

If you want a guaranteed SLA (like John and others have said), you will need pay for it. No one guarantees 24 hour fault resolution nor a fault-free continuous connection either, unless it's in the contract you have with your provider. Have a talk to Spark and ask them to chase up, as that's what they should be doing anyway.

wellygary

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#2666264 1-Mar-2021 14:28

mentalinc:

I assume you have tried to put the plug back in?

I'd be surprised if a toddler can damage fibre cable by hand...

No, but dust/dirt/grease/cookies/whatever can be deposited on the optical connector.... generally this has a bad impact

and if a dirty connector is stuffed back into the ONT socket that can compound the issues...

networkn

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#2666268 1-Mar-2021 14:34

Approaching a Chorus tech and offering them $100, vs calling VF and finding out what $100 would get you in terms of additional data allowance for hotspotting..... I know which I'd do.

chevrolux

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#2666269 1-Mar-2021 14:38

Instead of normalising "get an SLA" as the first response, why don't we normalise LFC's just getting stuff sorted quicker.

If you break a cable and report it via phone, they'll (Chorus in my experience anyway) have a tech there within the day. If it's logged as a general fault via the RSP, back on to the 48 hour list.

networkn

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#2666271 1-Mar-2021 14:41

chevrolux:

Instead of normalising "get an SLA" as the first response, why don't we normalise LFC's just getting stuff sorted quicker.

If you break a cable and report it via phone, they'll (Chorus in my experience anyway) have a tech there within the day. If it's logged as a general fault via the RSP, back on to the 48 hour list.

We log a fair number of calls of behalf of customers. Admittedly mostly business, but not exclusively, and it's rare to see cases take more than a day to get sorted. I suspect the timing is bad, with the change of alert levels, etc.

I can understand the frustration, but there are options for the OP to use to get a temporary solution in place.

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quickymart

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#2666286 1-Mar-2021 15:04

chevrolux:

Instead of normalising "get an SLA" as the first response, why don't we normalise LFC's just getting stuff sorted quicker.

If you break a cable and report it via phone, they'll (Chorus in my experience anyway) have a tech there within the day. If it's logged as a general fault via the RSP, back on to the 48 hour list.

You can't log a fault with Chorus for something like this, it has to go via the RSP.

gareth41

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#2666288 1-Mar-2021 15:05

Chorus has been and fixed the fibre, it didn't take the guy long at all. Coincidentally I'd just got off the phone from Spark to get an update, and then the Chorus guy knocked on the door.

chevrolux

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#2666296 1-Mar-2021 15:21

quickymart:

chevrolux:

Instead of normalising "get an SLA" as the first response, why don't we normalise LFC's just getting stuff sorted quicker.

If you break a cable and report it via phone, they'll (Chorus in my experience anyway) have a tech there within the day. If it's logged as a general fault via the RSP, back on to the 48 hour list.

You can't log a fault with Chorus for something like this, it has to go via the RSP.

You just need to say the right things to the network damage people. Expect a bill down the track, but better than waiting to get it fixed.

Jase2985

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#2666298 1-Mar-2021 15:25

chevrolux:

Instead of normalising "get an SLA" as the first response, why don't we normalise LFC's just getting stuff sorted quicker.

but thats the thing you have to pay for a higher lever of service.

otherwise you take what you get.

glad its sorted

nztim

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#2666357 1-Mar-2021 17:19

chevrolux:

Instead of normalising "get an SLA" as the first response, why don't we normalise LFC's just getting stuff sorted quicker.

If you break a cable and report it via phone, they'll (Chorus in my experience anyway) have a tech there within the day. If it's logged as a general fault via the RSP, back on to the 48 hour list.

that would result in the average connection been $150

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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#2666359 1-Mar-2021 17:24

gareth41:

Chorus has been and fixed the fibre, it didn't take the guy long at all. Coincidentally I'd just got off the phone from Spark to get an update, and then the Chorus guy knocked on the door.

Good to hear. It will be interesting to see if they charge you for it and if so, how much.

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quickymart

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#2666443 1-Mar-2021 19:50

If user-inflicted damage (as has been described here), then yes there most likely will be a charge.

sbiddle

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#2666555 2-Mar-2021 07:11

Standard SLA on a residential fibre connection is next day. That's just the way it has always been, and how it will always be.

Chorus offer an enhanced SLA on all business and small business plans and that option is available to every RSP for only a few dollars more per month for a small business plan vs a mass market residential plan. Like many things in life it's the simple reality for anybody that if something is critical then you need to ensure you're on the most appropriate plan for your requirements.

antoniosk

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#2666557 2-Mar-2021 07:21

sbiddle:

Standard SLA on a residential fibre connection is next day. That's just the way it has always been, and how it will always be.

Chorus offer an enhanced SLA on all business and small business plans and that option is available to every RSP for only a few dollars more per month for a small business plan vs a mass market residential plan. Like many things in life it's the simple reality for anybody that if something is critical then you need to ensure you're on the most appropriate plan for your requirements.

It's probably also worth noting that these stated levels are the maximum they will aim to achieve, ie it will be possible to get better actual service on the day but not a written promise of better service. Which is what happened here.

For the OP, if home internet is that important then the guidance of others here and the experience of folks is to be prepped for nearly anything - as best you can afford of course - and the easiest way to have that piece of mind is a sim matching your ISP service (eg a Voda sim for Voda BB), so they can load a whacking great load of data onto it in case of outage. It will happen so be prepared.

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