Telecom Contractors

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pctek

807 posts

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#133852 5-Nov-2013 12:20

Son moved weekend before last. Couple of miles from previous house.
Phone OK, broadband not working.

So, he calls them up and after the usual round of unplugging things etc...they send a tech.
Tech says problem sorted.

Problem continues. More calls, new tech comes out - in fact apprently twice more. At this stage the tech says he tried his modem and it worked therefore their Telecom provided modem is the problem.

Son eventually finds his old Netgear he used with Orcon. PLugs in, we go though set up - using default Telecom username password, zilch.

I ask, what lights? No DSL light...aha, it's the line. What did Telecom modem do? Same - no DSL light.
I tell him to ring them again.

Manila not helpful yet again, tell him they cannot provide them with any infpo - hello? Are they not the actual account holder? WHat does that mean? They can't be given any info?

By now he's got 3 tech call out charges and now being sent a new modem at $100. Apparently.

I ask son did they observe contractor person testing modem or did he just say he had and his worked? Yep, he wasn't there, GF there but not watching and never saw it work, chorus just said that.

I ring Telecom, ask for NZ, get Tier 2.
Explain all this, he tests line, says he doesn't see DSL on line.
Books tech again.

Looks up last chorus tech notes - no notes. Interesting....

Son taking day off on next scheduled visit, instructed him to test himself with all modems, not let chorus guy out door until problem is properly established/fixed, Telecom will waive callout charges etc.

He dropped off modems here to my place this morning - all of which work just fine on my Telecom connection.

Pretty outrageous having the contractors blatantly lie that they have tested, like that.

Pretty slack really.....

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6434 posts

Uber Geek

#927566 5-Nov-2013 12:34

to be clear, the contractors who come out to your house are not Telecom contractors, they are Chorus contractors, which is an entirely different company from Telecom

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Bung

6357 posts

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#927581 5-Nov-2013 12:51

You're just splitting hairs over how many subs there are before the contractor's title. The customer is dealing with Telecom, why shouldn't Telecom be interested in how their subcontractor's subcontractor is performing?

InstallerUFB

840 posts

Ultimate Geek

#927635 5-Nov-2013 14:03

Bung: You're just splitting hairs over how many subs there are before the contractor's title. The customer is dealing with Telecom, why shouldn't Telecom be interested in how their subcontractor's subcontractor is performing?

Not realy as Chorus are generaly only requested to test to Demarc (which is the end of their network) unless specificaly requested to do so by the provider / As a fault tech i come across exactly this type of fault after a so called intact install - either the dsl has been connected to the 2nd circuit to the demarc and that is as far as it goes - connecting it up to the house isnt their job unless they have been specificaly sent there to do it - or there is a splitter installed and the only jkpt that has adsl on it isnt the ones that the end user has tried to connect their modem too

The Chorus contractors will not get paid by Chorus for tasks outside of their (chorus's) network that they (chorus) have not been tasked to do by the Service Providers as they in turn dont get paid for them by said Providers

It has nothing to do with the dedication or abilty of the Contractors to do their work

NonprayingMantis

6434 posts

Uber Geek

#927637 5-Nov-2013 14:05

Bung: You're just splitting hairs over how many subs there are before the contractor's title. The customer is dealing with Telecom, why shouldn't Telecom be interested in how their subcontractor's subcontractor is performing?

Chorus is not a telecom subcontractor. They are a supplier.

cbrpilot

945 posts

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Spark NZ

#927658 5-Nov-2013 14:27

InstallerUFB:
Bung: You're just splitting hairs over how many subs there are before the contractor's title. The customer is dealing with Telecom, why shouldn't Telecom be interested in how their subcontractor's subcontractor is performing?

Not realy as Chorus are generaly only requested to test to Demarc (which is the end of their network) unless specificaly requested to do so by the provider / As a fault tech i come across exactly this type of fault after a so called intact install - either the dsl has been connected to the 2nd circuit to the demarc and that is as far as it goes - connecting it up to the house isnt their job unless they have been specificaly sent there to do it - or there is a splitter installed and the only jkpt that has adsl on it isnt the ones that the end user has tried to connect their modem too

The Chorus contractors will not get paid by Chorus for tasks outside of their (chorus's) network that they (chorus) have not been tasked to do by the Service Providers as they in turn dont get paid for them by said Providers

It has nothing to do with the dedication or abilty of the Contractors to do their work

From an initial install point of view you are correct, but it sounds like this had been logged as a fault (be it a failed self install fault), and therefore testing needed to be done at the customer premises as per the normal failed self install process. I believe the original poster is complaining that it was signed off as working in the fault ticket (not the install ticket) when it was not.

My views are my own, and may not necessarily represent those of my employer.

pctek

807 posts

Ultimate Geek
Inactive user

#927665 5-Nov-2013 14:41

Sigh...I nor the account holder care who contracts to who.

Moved house - new -place vacant for some time.

Probably logical to assume it would need to be reconnected.

Anyway, contractor - whoever he worked for - came to house, said he had tried his modem and that worked, therefore the issue was theirs.

Utter crap.

That is the point.

Bet he collected his fee though.

sbiddle

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#927736 5-Nov-2013 16:26

I guess the most obvious question is whether there is a dialtone on the line. Since Telecom don't have Naked it will only be installed with POTS On. If there is a dialtone is it the correct number?

It's not uncommon for many homes to have both pairs from the leadin wired around the home from the old days of a dialup line and I've seen numerous instances of people moving into a property and a connection being installed on the "second" pair which may only have a single jackpoint connected.

Yyrael

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#927744 5-Nov-2013 16:44

sbiddle: I guess the most obvious question is whether there is a dialtone on the line. Since Telecom don't have Naked it will only be installed with POTS On. If there is a dialtone is it the correct number?

It's not uncommon for many homes to have both pairs from the leadin wired around the home from the old days of a dialup line and I've seen numerous instances of people moving into a property and a connection being installed on the "second" pair which may only have a single jackpoint connected.

OP said that phone was fine BB not working so this wouldn't be the case.

jeffnz

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#927765 5-Nov-2013 17:56

pctek: Sigh...I nor the account holder care who contracts to who.

Moved house - new -place vacant for some time.

Probably logical to assume it would need to be reconnected.

Anyway, contractor - whoever he worked for - came to house, said he had tried his modem and that worked, therefore the issue was theirs.

Utter crap.

That is the point.

Bet he collected his fee though.

I think people are just trying to help as they do in normal GZ manner, so when blame is put incorrectly it is pointed out, thats how forums work.

I'm sure it will get fixed then we can have the ritual burnings after that :)_

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richms

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#927868 5-Nov-2013 20:43

IMO if the chorus tech has tested to the demarc and it synced there, then its job done close the ticket for the first instance.

If there is problems with the wiring in the "new" premisis then the telco should be either suggesting the user gets in a tech or arrange for a chorus tech to visit and fix the wiring for the standard fee, which it sounds like they didnt complete properly.

Not sure why the OP expects this to be done at zero cost to them?

Richard rich.ms

cbrpilot

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#927897 5-Nov-2013 21:54

richms: IMO if the chorus tech has tested to the demarc and it synced there, then its job done close the ticket for the first instance.

If there is problems with the wiring in the "new" premisis then the telco should be either suggesting the user gets in a tech or arrange for a chorus tech to visit and fix the wiring for the standard fee, which it sounds like they didnt complete properly.

Not sure why the OP expects this to be done at zero cost to them?

The customer just wants a service that works. I do not see any evidence in this thread of them trying to get free anything.
If the issue is discovered in the premise wiring, this will either be covered by a wiring and maintenance agreement or if the customer does not have this then they will be up for the cost.

When our customers order a Broadband service, with one of our supplied routers and they have wiring & maintenance, they are paying for and expecting to get a service that works end to end. Not a service that works to a demarc point. They should not have to pay extra to get this, unless Chorus determine that the customer requires a splitter to receive service. This is why Telecom recommends and sells 'Wiring & Maintenance' - which is like a sort of insurance for your home wiring.

My views are my own, and may not necessarily represent those of my employer.

pctek

807 posts

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Inactive user

#927963 6-Nov-2013 06:38

richms: IMO if the chorus tech has tested to the demarc and it synced there, then its job done close the ticket for the first instance.

If there is problems with the wiring in the "new" premisis then the telco should be either suggesting the user gets in a tech or arrange for a chorus tech to visit and fix the wiring for the standard fee, which it sounds like they didnt complete properly.

Not sure why the OP expects this to be done at zero cost to them?

Where do you get wiring issues from?

They came out - did whatever they di they first time, plugged in their modem into the one and only jackpoint - which has phone as well (and no, it's not the filter), and declared their modem working.

Both modems they own do not detect DSL. Modems work fine at other locations.
Telecom do not see DSL on the line either.

Telecom agree the contractors statement appears to be dodgy.

kornflake

409 posts

Ultimate Geek

#927974 6-Nov-2013 07:42

one word, monopoly.

garretts

12 posts

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#927982 6-Nov-2013 08:18

We had the exact same issue, When ever a telecom tech came yo site it was working fine with there equipment but not mine, On the last visit my partner noticed they were using there own splitter, We had at the time naked Dsl so no need for a splitter, when I plugged in a splitter it started working fine, I went back and laid a complaint that they should not of done it this way and the ISP agreed.

In my opinion a fault is not fixed until it is working on the customers equipment, Chorus needs to stop using there own equipment and to start testing using the customers as well!

sbiddle

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#927984 6-Nov-2013 08:20

kornflake: one word, monopoly.

What does this have to do with the issue?

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