Fibre order time frames

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candiman

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Topic # 185574 27-Nov-2015 22:45

Can anyone provide a guide on how long a fibre order takes to process?

A couple of weeks ago I placed an order with Spark and was wondering when I would expect an update.

The property already has an install / ONT so I am guessing there just needs to be some provisioning activity completed.

Cheers

DarkShadow

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Reply # 1436414 27-Nov-2015 22:55

Once Chorus has the order, the service will be activated next business day. Dob't know how long the order takes to get to Chorus though.

sbiddle

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Reply # 1436576 28-Nov-2015 08:09

Chorus will visit to install a new ONT. There are huge backlogs at present with UFB orders due to the massive uptake so timeframes will depend entirely on where you are.

InstallerUFB

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Reply # 1436579 28-Nov-2015 08:26

candiman: Can anyone provide a guide on how long a fibre order takes to process?

A couple of weeks ago I placed an order with Spark and was wondering when I would expect an update.

The property already has an install / ONT so I am guessing there just needs to be some provisioning activity completed.

Cheers

If there is already an ONT installed then your order will go into the job cue, for just a site visit from a feild tech, once the 'back end' is programmed up by Spark/Chorus (within a day or so of your order being received)

The problem is the job cues are, in most areas, rather full. With some around the 4-6 week mark forward work already in them.

You will more than likely get a call from the local Service Company's dispatch offices soon to advise you of the timings

On the day the service tech will just have to check ONT operation and make sure it is up a running properly. Depending on how long the ONT has been out of service will determin how much has to be done at your end.

kornflake

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Reply # 1436753 28-Nov-2015 11:30

cant the lfc just ask the customer to ensure the ONT is powered, provide the serial number and then see if the unit is arping, log in to set it and done. why send a tech if one dose not have to be sent. Its not that hard to talk a customer through pluging a cable from port 0/1 on the ONT to their rgw.

candiman

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Reply # 1436789 28-Nov-2015 11:52

Thanks for the replies all. I guess I just need to wait a bit longer.

Cheers

Wheelbarrow01

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Reply # 1437260 29-Nov-2015 16:27

Can the OP please send me a private message with their account number and street address? Two weeks seems like a long time to be waiting without any update when there is already an ONT installed. I'd like to check that everything is on-track for you.

Thanks.

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

christherider

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Reply # 1437507 30-Nov-2015 08:28

Wheelbarrow01: Can the OP please send me a private message with their account number and street address? Two weeks seems like a long time to be waiting without any update when there is already an ONT installed. I'd like to check that everything is on-track for you.

Thanks.

Not to cause offence Wheelbarrow (because I appreciate your contributions here, and the help you provided me over PM), but two weeks doesn't seem like a long time without an update at all, based on Spark's current performance. That was the kind of time frame I went without hearing a peep from Spark after my order, before you chased it up for me. At that seems about normal judging from some of the other posts here.

I really think Spark needs to improve their customer experience from the time of ordering through to the time of completion - at present Spark's customers are left entirely in the dark for weeks at a time without any communication at all. I don't think people mind waiting - in fact I think they expect it. But the issue is that no one knows if anything is actually happening, because Spark receive your order then never communicate.

Jase2985

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Reply # 1437556 30-Nov-2015 08:51

@christherider give your order is from scratch, and they have to design, build, and install everything, with your order updates would be few and far between.

the OP has had all those things done already (all be it by the previous owner/tennent) so all that really needs to happen is the old connection relinquished and the new one established. which doesnt take 2 weeks to sort.

you are left in the dark because spark have nothing to report to you, and are waiting on the LFC to contact you to get the physical scoping/instillation sorted. the extra time involved to send everyone an email/text to say there is nothing happening on your order is just not worth it. because it means spark have to contact the LFC for each order and confirm nothing it happening too.

in an ideal world the way you are suggesting would be great but its just not how it is at the moment

christherider

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Reply # 1437558 30-Nov-2015 08:56

Jase2985: you are left in the dark because spark have nothing to report to you, and are waiting on the LFC to contact you to get the physical scoping/instillation sorted. the extra time involved to send everyone an email/text to say there is nothing happening on your order is just not worth it. because it means spark have to contact the LFC for each order and confirm nothing it happening too.

The time involved in giving an update would literally be zero, given the system ought to be automated. I understand what you're saying, but most people (myself included until recently) aren't familiar with the UFB install process. So my user experience was:

Place order through website
Receive acknowledgement of order
Nothing else for 2 or 3 weeks

An email shortly after the order to say an order has been placed with the LFC would have been appreciated. A weekly email to say "don't worry, you're in the queue" would reduce inquiries - you need to understand that all people want is to know something is happening.

Jase2985

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Reply # 1437562 30-Nov-2015 09:00

again in an ideal world thats how it would work but its not an ideal world

your isp has to deal with 4+ different LFC's

i agree with you on thats how it should be, but its not at the moment and i have my doubts weather it will be in the future either.

most companies are quiet clear that the process takes a while

Intravix

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Reply # 1438772 1-Dec-2015 18:04

kornflake: cant the lfc just ask the customer to ensure the ONT is powered, provide the serial number and then see if the unit is arping, log in to set it and done. why send a tech if one dose not have to be sent. Its not that hard to talk a customer through pluging a cable from port 0/1 on the ONT to their rgw.

This is the process for UFF, as long as the S/N can be provided by the RSP/customer and no tech visit is required.