Poor Fibre experience from BigPipe

Forums › Spark New Zealand (including Skinny and BigPipe) › Poor Fibre experience from BigPipe

aumouth

73 posts

Master Geek

#177351 30-Jul-2015 19:07

TL;DR ... Ensure BigPipe have a current/appropriate contact number for the day of your Fibre scope appointment. They won't tell you, but it's required.

Have been an BigPipe ADSL customer for over a year, and finally got Fibre available in my area.
So I get the Fibre installation confirmation emails from BigPipe and the Chorus tech dates booked for scope and installation.
No mention in any of the emails from BigPipe, or links to Chorus pages, about them calling you on the day of the appointment - just that you need to be home on the day (morning or afternoon slot) for the tech's arrival.

I'm sitting around waiting, then late afternoon get an email from BigPipe saying the Chorus tech called me on xxxx number and got no answer, so my appointments are cancelled and they'll have to reschedule. No tech came to my house, they weren't trying to ring because I didn't answer the door. Apparently it's standard practice to call before arrival to check. But no communication at any stage from BigPipe that they'll call, and no request or confirmation of my contact number during the Fibre ordering process. They just assumed that the number from over a year ago when I got ADSL was valid. Had they informed me of the tech call as part of the process, I would have checked/confirmed that they had a current (or appropriate, perhaps another family member will be home for the install, not me) contact number.

So after wasting my time and money, my Fibre install appointments have been rescheduled.

I'm not annoyed at Chorus. I know they can only tell you its the morning or the afternoon. I'm annoyed and disappointed at BigPipe, whom are supposed to be the knowledgeable/experienced ones with the Fibre install process, for at no stage during communication with me about the Fibre process advising that the Chorus tech would call first and confirm (I'd probably stay at work until called, saving even less time sitting around at home waiting) and checking or requesting my appropriate contact number for the call.

Hopefully they fix their communication templates and processes for future Fibre install customers.

1 | 2

4629 posts

Uber Geek

Trusted

Lifetime subscriber

#1355459 30-Jul-2015 19:13

Why don't you give correct number to BigPipe? I assume they gave chorus your number registered to the account?

aumouth

73 posts

Master Geek

#1355475 30-Jul-2015 19:32

nakedmolerat: Why don't you give correct number to BigPipe? I assume they gave chorus your number registered to the account?

As my post says, if communication had said that calling me was part of the process or they had requested/confirmed an appropriate number then I would have happily ensured they had it.

DarkShadow

1647 posts

Uber Geek

#1355476 30-Jul-2015 19:34

Chorus will be changing the procedure in the future so if they can't call you they will still come on site.

insane

3239 posts

Uber Geek

ID Verified

Trusted

#1355479 30-Jul-2015 19:35

Surely you have to take responsibility for keeping organisations up to date with your contact number change?

If you move address do you expect companies to just know where to forward mail to? It's no different.

Gutted you wasted a day, but you're as much to blame as them.

FYI its worth the wait, their performance is great.

aumouth

73 posts

Master Geek

#1355482 30-Jul-2015 19:40

insane: Surely you have to take responsibility for keeping organisations up to date with your contact number change?

If the very clear and detailed communication from BigPipe about the steps and timings in the process mentioned that receiving a confirmation phone call on the day prior to the tech's arrival was included, then I surely would have ensured/confirmed the number they had was appropriate and considered myself responsible. But there was no mentioned or request at all about receiving a phone call.

aumouth

73 posts

Master Geek

#1355485 30-Jul-2015 19:42

DarkShadow: Chorus will be changing the procedure in the future so if they can't call you they will still come on site.

That will be good. I guess they've had ongoing problems with scenario that's affected me.

NonprayingMantis

6434 posts

Uber Geek

#1355488 30-Jul-2015 19:46

aumouth:
nakedmolerat: Why don't you give correct number to BigPipe? I assume they gave chorus your number registered to the account?

As my post says, if communication had said that calling me was part of the process or they had requested/confirmed an appropriate number then I would have happily ensured they had it.

As far as I know, even if the tech can't reach you they are still supposed to go to the appointment. They shouldn't be abandoning any install just because they couldn't reach you.

With number porting, there is not reason to change your number anymore, and if for some reason you, it is 100% your responsibility to make sure any companies you have registered this number with have the correct number.

There are loads of horror stories about ufb installs going wrong on this forum. Sometimes it's the lfc, sometimes it's the rsp.
This is one case where you should take most, if not all, the responsibility.

You should be angry with yourself, not your ISP. In fact I'm surprised you haven't been charged for this. It's quite common for chorus to charge for a missed appointment. (Not sure about ufb missed appointments) so you should probably just be grateful to not be facing an extra cost.

Did bigpipe provide a link to the chorus site about the ufb install process?

https://www.chorus.co.nz/installing-fibre/fibre-in-your-home-or-business/ufb-installation-easy-as-abc

Contains this bit:

"We will confirm a morning or afternoon appointment with you first, then our technician will call the morning of the day of your appointment to set a specific time with you. Allow one hour for this visit. "

Wise

Send money globally for less with Wise - one free transfer up to NZ$900 (affiliate link).

aumouth

73 posts

Master Geek

#1355508 30-Jul-2015 20:04

NonprayingMantis:
With number porting

Where did a make such a broad jump to include number porting? Changing from naked ADSL to Fibre has nothing to do with it.

aumouth

73 posts

Master Geek

#1355509 30-Jul-2015 20:06

NonprayingMantis:
This is one case where you should take most, if not all, the responsibility.

As I said, if BigPipe had advised anywhere in their clear and detailed communication about the Fibre install process that a phone call confirmation, or any call, was part of the process then I would have happily ensured/confirmed they had an appropriate contact number.

NonprayingMantis:
As far as I know, even if the tech can't reach you they are still supposed to go to the appointment. They shouldn't be abandoning any install just because they couldn't reach you.

Since you pointed to a Chorus URL that says a confirmation call occurs (thanks, hadn't seen that before) then I guess your understanding of what they shouldn't, and what they actually do, is different. I agree, they shouldn't abandon the appointed time and arrival just because a call wasn't answered.

toejam316

1466 posts

Uber Geek

Trusted

Lifetime subscriber

#1355518 30-Jul-2015 20:17

aumouth:
NonprayingMantis:
This is one case where you should take most, if not all, the responsibility.

As I said, if BigPipe had advised anywhere in their clear and detailed communication about the Fibre install process that a phone call confirmation, or any call, was part of the process then I would have happily ensured/confirmed they had an appropriate contact number.

NonprayingMantis:
As far as I know, even if the tech can't reach you they are still supposed to go to the appointment. They shouldn't be abandoning any install just because they couldn't reach you.

Since you pointed to a Chorus URL that says a confirmation call occurs (thanks, hadn't seen that before) then I guess your understanding of what they shouldn't, and what they actually do, is different. I agree, they shouldn't abandon the appointed time and arrival just because a call wasn't answered.

I think it's fair to assume that the technician who doesn't work for BigPipe is certainly going to want to contact you and verify you're home, considering they cannot complete their work without you home and your consent. There've been many cases where the customer hasn't answered the phone, and I've gone to the site where the Customer clearly wasn't there, and had to leave to carry on with other work. Unfortunately, that's the nature of the beast, and realistically you're not going to get anywhere trying to blame others for what should be a logical step.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1355531 30-Jul-2015 20:22

It's standard for any install whether it be copper or fibre for an installer (or in the case of UFB the scoper and the installer) to call. This is part of the process.

NonprayingMantis

6434 posts

Uber Geek

#1355536 30-Jul-2015 20:41

aumouth:
NonprayingMantis:
With number porting

Where did a make such a broad jump to include number porting? Changing from naked ADSL to Fibre has nothing to do with it.

I mean that it's perfectly reasonable for a company to assume that if you give them mobile number that it won't ever change, since switching mobile providers means you still keep your number.

If you want to break from the norm and change your mobile number, then the onus is on you to ensure it is updated anywhere you use it.

It just seems like you're trying to make excuses for your own screw up here (forgetting to update contact details with Bigpipe)

DaveB

1139 posts

Uber Geek
Inactive user

#1355817 31-Jul-2015 10:52

aumouth: TL;DR ... Ensure BigPipe have a current/appropriate contact number for the day of your Fibre scope appointment. They won't tell you, but it's required.

No mention in any of the emails from BigPipe, or links to Chorus pages, about them calling you on the day of the appointment - just that you need to be home on the day (morning or afternoon slot) for the tech's arrival.

But no communication at any stage from BigPipe that they'll call,

Hopefully they fix their communication templates and processes for future Fibre install customers.

I think you are being very unfair to BigPipe and as at yesterday, I am very pleased with the BigPipe process and communication which was very clear and precise and I quote from my correspondence:-

"You should expect to be contacted by a Chorus technician via text, phone and email about your scope and installation dates. The technician should contact you the day before each appointment, as well as before coming out to your place on the day to ensure someone will be on site"

Now that seems very clear to me and unlike your suggestion, my correspondence from BigPipe also included some links to follow further detailing the process

Further information on UFB installation is available on our FAQs page which can be accessed through the 'Ultra Fast Broadband (UFB)' section of this link: https://www.bigpipe.co.nz/#/home?a=faqs and this

You can also check out this link on the Chorus website for more information on the UFB install process: https://www.chorus.co.nz/getting-ufb

The above makes it very clear to me at least, that Chorus will be in touch by telephone and maybe you should have taken the time to fully read and digest the simple to follow information and links in the standard email BigPipe send out. You can only lead a horse to water I guess. Fortunately, my process was brought forward yesterday because someone failed to be home. A quick call and I was home within 10 minutes and everything was sorted within 30 minutes or so. So if you live in the Lower Hutt area, thanks very much!

aumouth

73 posts

Master Geek

#1390592 20-Sep-2015 13:18

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.

NonprayingMantis

6434 posts

Uber Geek

#1390594 20-Sep-2015 13:25

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.

1 | 2