Telecom Contractors

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9112 posts

Uber Geek

Subscriber

#927998 6-Nov-2013 09:02

sbiddle:
kornflake: one word, monopoly.

What does this have to do with the issue?

And where is the monopoly??

Regards,

Old3eyes

NonprayingMantis

6434 posts

Uber Geek

#928005 6-Nov-2013 09:24

cbrpilot:
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.

IU could be wrong, but pretty sure wiring and maintenance doesn't cover installing a splitter.

stevenz

2802 posts

Uber Geek

#928013 6-Nov-2013 09:41

old3eyes:
sbiddle:
kornflake: one word, monopoly.

What does this have to do with the issue?

And where is the monopoly??

Are there companies other than Chorus do installs for Telecom?

@KnightNZ

Cbfd

307 posts

Ultimate Geek

#928020 6-Nov-2013 09:55

No words your looking for is codes and owner operator

cbrpilot

945 posts

Ultimate Geek

Trusted

Spark NZ

#928021 6-Nov-2013 09:56

NonprayingMantis:
cbrpilot:

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.

IU could be wrong, but pretty sure wiring and maintenance doesn't cover installing a splitter.

Correct. What I was saying was a splitter installation would be the other thing that the customer could need to pay for. Any other issue should be covered by W&M.
Either way the OP has logged a fault and this is the correct way to get the issue fixed.

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

Reanalyse

381 posts

Ultimate Geek

#928027 6-Nov-2013 10:08

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!

Main issue would be that the customers equipment could be anything and in any state - i.e. the modem could have been modded with something like dd-wrt and the issue could be something in the config. With faultfinding the first step is isolating the fault point, and to do this the testing needs to be done with "known good" and standard equipment

stevenz

2802 posts

Uber Geek

#928078 6-Nov-2013 11:51

The DSL light being off is a good indicator that the issue lies somewhere between the modem and the exchange though isn't it? (Be it the phone cable itself or something beyond)

I've had support swear black & blue that my DSL light not being active was somehow my fault when I got ADSL hooked up almost 2 years back. After 3 days they eventually had a tech sent around to flip the switch (or whatever it was) in the cabinet to enable DSL at that end, funnily enough it magically started working after that.

@KnightNZ

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alvstar2001

100 posts

Master Geek

Trusted

#928263 6-Nov-2013 16:16

I Know the perfect team in telecom to have a look at this. (I'm an ex telecom employee). to help the customer as well as telecom. There is a team in green 6, Who look after customer experience and also reconciliation with Chorus (Billing) Who been working on this sort of thing since the demerger. If any Telecom employee wants to help the customer, see JS (under PV) who has a team who love to use case examples against Chorus and their contractors.

alvstar2001

InstallerUFB

840 posts

Ultimate Geek

#928350 6-Nov-2013 18:55

I'll put my hand up and say I work for a contractor to Chorus on fault restoration

"A failed connection is not specificaly a fault."

Chorus are contacted to supply services to a provider (of which I think at last count where around the 200 mark )

Provider requests a basic connection to a house (either new or additional / either POTs or xDSL or Both) these are generaly called 'self installs' or jumper only connections

Chorus will connect service to house - either on circuit 1 or 2 bepending on what has previously been installed

and that is what they are contracted to do and it is up to the provider & end user to complete the 'self install'

If then end user say to their provider that it doesnt work

a fault request is generated to Chorus

Chorus contractors are sent out to check the self install connection @ demarc

Does it work @ demarc - No - then they put it right @ Chorus's expence

- yes - Then Chorus have completed their obligation to provider with a 'self install'

- Chorus's contractors are not paid by Chorus to fix any further (and nore are Chorus) unless they have been instructed to by the Provider to continue. As the Providers are the ones who are charged for the rewire/reconfiguring of the network in the house if required. (it is up to them if they pass the costs on)

(We have been instructed that Telecom's Wire maintainance dose not cover this - as W&M only covers the repair and replacement of what 'was' working and has failed, with respect to fair ware and tare, not to connect up what is not working)

---

We can only spectulate on this case on where the line was tested and with what - if there is a spliter installed and therefore DSL only goes to a specific Jkpt but not the ones that they are trying to use.

cbrpilot

945 posts

Ultimate Geek

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Spark NZ

#928655 7-Nov-2013 11:49

alvstar2001 can you PM me the details of who this is? There is no-one under PV with the initials JS.

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

plambrechtsen

1948 posts

Uber Geek
Inactive user

#928709 7-Nov-2013 12:20

InstallerUFB: Does it work @ demarc - No - then they put it right @ Chorus's expence

- yes - Then Chorus have completed their obligation to provider with a 'self install'

- Chorus's contractors are not paid by Chorus to fix any further (and nore are Chorus) unless they have been instructed to by the Provider to continue. As the Providers are the ones who are charged for the rewire/reconfiguring of the network in the house if required. (it is up to them if they pass the costs on)

(We have been instructed that Telecom's Wire maintainance dose not cover this - as W&M only covers the repair and replacement of what 'was' working and has failed, with respect to fair ware and tare, not to connect up what is not working)

This is similar to my understand however I think it could be explained a slightly different way in regards to the testing and requirements for ADSL connection (as VDSL has a different set of requirements).

- If a customer requests a self-install then Chorus are obliged to test up to the Demarc point and ensure they are getting sync.

- It is usual practice for the Chorus tech to then test to ensure that the customer is receiving broadband service inside their house at their chosen location.

- If the jackpoints are corroded and that is the source of connection issue they get replaced under Wiring Maintenance (if the customer pays for it). This also applies to static / echo on the line where water damage may have impacted the internal wiring or jackpoints. I believe (and could be wrong here) all of those sorts of issues do get fixed under wiring maintenance.

- If the DSL service isn't very good and the customer has a major difference from the Chorus speed at the Demarc and what they get inside due to poor internal wiring then a Master Filter / Splitter may be suggested (if the Chorus tech is any good!). But that would have to be requested by the customer (and incur the cost where applicable).

- It's not the job of the tech to diagnose any issues with wifi or the router itself. Normally they will try with the RSP supplied modem, if that connects they are sweet otherwise they try their own test modem and if that works then they sign the job off.

The times it gets complex is when fault finding isn't done to see if it's related to a single jackpoint or a overall internal wiring issue.

I am personally very passionate that every house should have a master filter, so if the OP wants to email me "pl at telecom.co.nz" with their phone number and account number I can run a line test and see what can be done.

cbrpilot

945 posts

Ultimate Geek

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Spark NZ

#928715 7-Nov-2013 12:32

@InstallerUFB, I do stand corrected in regards to W&M. It's been a looong time since I worked in that space.

It sounds like there are a lot of Chinese whispers (if you'll forgive the phrase) about what occurred on site during the Chorus technician visit(s). So I'm not going to try and argue the wrongs and rights of what occurred on site in this forum.

At the end of the day, I just want to do anything I can to ensure that the customer is up and going. It sounds like PCtek has another installer coming out with clear instructions to get it going. If he requires further assistance, no doubt he will post here or PM me.

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

Bung

6400 posts

Uber Geek

Subscriber

#928723 7-Nov-2013 12:45

cbrpilot: It sounds like PCtek has another installer coming out with clear instructions to get it going. If he requires further assistance, no doubt he will post here or PM me.

To keep things factual the customer is PCtek's son and she is his mother.

pctek

807 posts

Ultimate Geek
Inactive user

#928894 7-Nov-2013 16:27

---

We can only spectulate on this case on where the line was tested and with what - if there is a spliter installed and therefore DSL only goes to a specific Jkpt but not the ones that they are trying to use.

There is one jackpoint.
This is the one the phone - and the modem - was connected to.
This is the one the contractor supposedly plugged his modem into.

Anyway, yet another has been today, and oh guess what....they now have DSL put on on the line!!!! Which supposedly had been the case before.

pctek

807 posts

Ultimate Geek
Inactive user

#929028 7-Nov-2013 19:13

Well.
It gets more interesting.

He was TOLD this today apparently.
In fact no-one turned up all day....numerous calls then went back and forth between him, GF, Telecom, Chorus (or whoever)....

GF stayed up today (she works nights and sleeps days) and waited.

So Telecom had said the contractor had been, he'd logged the job, notes indicated he'd plugged in a modem again....basically same report...all was well, all was working.

GF had rung them eventually to see why not, when all this was then discovered. Telecom Complex issues are now totally P'ed off, it's costing them money now too, are "getting to the bottom of it" about contractor etc...
Next contractor (or same one?) scheduled for tomorrow now.

I don't see how this guy thinks he can get away with it, does he think they won't notice or something?
Telecom is kicking up a fuss now too.

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