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672 posts

Ultimate Geek
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Spark NZ

  Reply # 1428373 15-Nov-2015 16:23
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NastyNoble: It has been almost 4 months for my UFB install. I am having an issue with Downer and Wellington Electric. Supposedly there needs to be some remediation, but there has been no activity on my install for almost 3 months now. If I complain to Spark they blame it on Chorus. If I complain to Chorus they blame it on Downer. If I complain to Downer they don't give a sh!t because I am not their customer and they tell me that they are waiting on someone else. Very poor handling of this by all parties involved.


We see this issue from time to time. Usually the issue is that Chorus and/or their subcontractors require written consent from Wellington Electricity to use their poles for aerial fibre feeds, and that consent seems to take some time to obtain.

In your case though you mention the term 'remediation' - it could be that one or more poles that Chorus plan to attach your fibre cable to is in poor condition, and is therefore too dangerous to climb or attach more cables to. If that is the case, then Chorus/Downer will be waiting for that pole to be either made safe or replaced by Wellington Electricity. Again, there seems to be quite a wait for Wellington Electricity to take action.

Insist that Spark escalates the issue to Chorus. Chorus then have a defined escalation process they must follow including an agreed response time.




The views expressed by me are not necessarily those of my employer Spark NZ Ltd



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Master Geek
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  Reply # 1428603 16-Nov-2015 08:35
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Now that the process is moving, it's happening surprisingly fast. Less than a week ago my scoping visit was scheduled for this morning, that visit only took < 20 minutes. As I suspected it's a very simple install - even simpler than I though, because they will be sending the fibre conduit up the existing copper duct (but leaving the copper in place), so no drilling/little digging required. The outside install is scheduled for the 24th, and the final install 3rd Dec. The final install will be very straight forward due to the layout, and the fact everything is going in the garage which isn't lined, so super easy access to everything.

 
 
 
 


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Geek
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  Reply # 1437664 30-Nov-2015 10:20
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Wheelbarrow01:
We see this issue from time to time. Usually the issue is that Chorus and/or their subcontractors require written consent from Wellington Electricity to use their poles for aerial fibre feeds, and that consent seems to take some time to obtain.

In your case though you mention the term 'remediation' - it could be that one or more poles that Chorus plan to attach your fibre cable to is in poor condition, and is therefore too dangerous to climb or attach more cables to. If that is the case, then Chorus/Downer will be waiting for that pole to be either made safe or replaced by Wellington Electricity. Again, there seems to be quite a wait for Wellington Electricity to take action.

Insist that Spark escalates the issue to Chorus. Chorus then have a defined escalation process they must follow including an agreed response time.


I finally had Chorus/Downer come by my house on Saturday and they successfully ran the fibre cable to my house. Now they need to come by and do the last installation inside the house. This was a horrible process. Hopefully I get some good speeds.

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Uber Geek
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  Reply # 1437702 30-Nov-2015 10:42
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Yeah the ultimate first world problem :)

Enjoy lightning speeds!



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Master Geek
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  Reply # 1439662 3-Dec-2015 06:41
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So we are scheduled to get our fibre installed today, but it just occurred to me - shouldn't I have received a router from Spark? Or will the installer bring it? Because I haven't had a single piece of contact whatsoever from Spark since placing my order, so I'm not sure what's happening.

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Uber Geek
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  Reply # 1439663 3-Dec-2015 06:44
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Did you agree on a 12 month contract to get the free router couriered to you? With open term there is no router.



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Master Geek
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  Reply # 1439664 3-Dec-2015 06:50
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joker97: Did you agree on a 12 month contract to get the free router couriered to you? With open term there is no router.


Yes, 12 month term.

Honestly Spark's communication during this order process has been atrocious.

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Uber Geek
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  Reply # 1439665 3-Dec-2015 06:52
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Better call them. It comes via overnight courier.

Where in the country are you? In sure there'll be a GZer with a spare modem.

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Uber Geek
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  Reply # 1439669 3-Dec-2015 07:16
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joker97: With open term there is no router.


@joker97
Pretty sure that comment is incorrect

example: https://store.spark.co.nz/internet/page/ultrafibre30offersummary/ for the fibre 30 plan but the other 4 plans say the same thing.

 

Set Up Charges

 

You'll get a free standard connection and a modem on a 12 month contract.
OR
Take an Open Term contract and pay a $299 connection fee (including a modem)

 

Note that a modem postage and handling fee of $14.95 applies to all new modems supplied.

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  Reply # 1439670 3-Dec-2015 07:17
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christherider: Honestly Spark's communication during this order process has been atrocious.


i think you have gone into this process with your expectations set a little to high

you would more than likely have the same experience with any other ISP in NZ

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Uber Geek
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  Reply # 1439674 3-Dec-2015 07:25
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If you've had no contact from Spark, who advised your install is today? Chorus?



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Master Geek
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  Reply # 1439676 3-Dec-2015 07:33
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quickymart: If you've had no contact from Spark, who advised your install is today? Chorus?


UFF. I'm in Tauranga. Spark hasn't said a peep.

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Uber Geek
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  Reply # 1439682 3-Dec-2015 07:46
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It's a long process that involves umpteen layers of departments and peoples. Inevitably sometimes the system fails. Just ring them to courier your router asap. No point losing grey hairs over things like home internet. Go for a run before it rains!



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Master Geek
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  Reply # 1439683 3-Dec-2015 07:48
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I'm not really worried - there's a reason I chose a different supplier from the current ADSL provider - I still have reasonable internet in the mean time. It's just frustrating, and mine has been a quick/easy install by comparison. My parents and my inlaws both ordered fibre months before me, and neither of them have it yet (due to complex installations).

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Uber Geek
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  Reply # 1439684 3-Dec-2015 07:53
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Welcome to new Zealand lol.

Our street needed new storm water drains. A decade later work started in June. It's now December and or road is still a war zone. 6 months for a 250m stretch of road. Every time you look at the workers they most are not doing anything but staring at their one colleague doing something. The other half of the times they are having a smoko.

Spoke to a downer mate. He agrees they work as slow as possible to milk the council money. The official reason is osh aka safety.

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