No show from Chorus

Forums › Spark New Zealand (including Skinny and BigPipe) › No show from Chorus

t0ny

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#196039 17-May-2016 07:41

I had scope date set for yesterday but there was a no show from Chorus so wasted my day pretty much. Sent emails to BigPipe to get a reason for the no show and havent had any responses. Is there no way to get immediate feedback from Bigpipe in situations like this or do i need more patience :)

NonprayingMantis

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#1553898 17-May-2016 07:50

In this situation your isp likely doesn't know any more than you. Chorus do their own thing and if the tech is a no-show they usually don't tell the ISP what's going on. When did you email Bigpipe about it? Normally should get a response of some kind within 2 hours (even if it's just 'we don't know we've escalated to chorus to find out')

t0ny

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#1553899 17-May-2016 07:54

Email was sent around midday yesterday as the visit was booked for the morning. Didnt even get an acknowledgement from ISP that they would look into it. Already checked the spam folder

Jase2985

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#1553900 17-May-2016 08:05

im pretty sure non priority faults can take up to 24 hours to get a response

sbiddle

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#1553912 17-May-2016 08:45

Did you get a call from the scoper the day before? If not it's possible the date had actually changed in advance.

If it was simply a fail to show BigPipe aren't going to know what the cause was, so pushing them isn't going to get you any magical answers quickly.

Wheelbarrow01

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Chorus

#1554071 17-May-2016 12:24

Can you please clarify - you had a scope booked and confirmed for a Sunday???

AFAIK this never happens.... A faults tech on a Sunday maybe, but an install or scope tech for fibre? I don't think so.

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

slingynz

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#1554079 17-May-2016 12:29

Wheelbarrow01:

Can you please clarify - you had a scope booked and confirmed for a Sunday???

AFAIK this never happens.... A faults tech on a Sunday maybe, but an install or scope tech for fibre? I don't think so.

Yesterday was monday

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t0ny

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#1554121 17-May-2016 13:18

Didnt recieve any call from the scoper. Only email from Bigpipe was they were sorry for the no show and they will try to find out what happened. I had emailed Bigpipe twice to ensure the dates were confirmed. Times like this, you wish you could just pick up the phone and talk to someone :)

BigPipeNZ

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#1554143 17-May-2016 14:07

Hi,

apologies for the delay and the no-show.

Just to be clear, this is another case where picking up the phone and talking to somebody would actually make no difference to the outcome, other than wasting your own time on hold and whilst we looked up your details and figured out what was happening.

When the chorus tech is a no-show, we don't see why it happened, and the fact that you confirmed the dates with us twice makes no difference. As far as we can see, those are the dates in the system and it doesn't get updated until after the fact.

We don't even know that it was a no-show until you tell us. At that point, we have to escalate back to chorus and wait for them to come back to us to re-schedule. There is literally nothing more we can do and this would not have happened any faster if you had been able to call us.

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Wheelbarrow01

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#1554145 17-May-2016 14:12

slingynz:

Wheelbarrow01:

Can you please clarify - you had a scope booked and confirmed for a Sunday???

AFAIK this never happens.... A faults tech on a Sunday maybe, but an install or scope tech for fibre? I don't think so.

Yesterday was monday

LMFAO - And the dumbass award for this week goes to me! I forgot I had a 3 day weekend. What a doofus! I withdraw my original statement, and I hope you all enjoy a laugh at my expense :)

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

tehgerbil

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#1554148 17-May-2016 14:14

Chorus's new motto should be: "Because we can."

Why are they always late to appointments?

Why do they frequently stuff up connections?

Why do they take forever to do connections?

Why do they not update anyone on their jobs?

I swear there's a new "stuff chorus!" thread at least every couple days!?

trig42

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#1554162 17-May-2016 14:43

tehgerbil:

Chorus's new motto should be: "Because we can."

Why are they always late to appointments?

Why do they frequently stuff up connections?

Why do they take forever to do connections?

Why do they not update anyone on their jobs?

I swear there's a new "stuff chorus!" thread at least every couple days!?

On the other hand - my time line with them was:

March 10 - Order UFB from Bigpipe.

March 11 - Bigpipe email back saying Scope in a week (so Mar 18). I wasn't going to be back in the house until April 1st, so went emailed BP back and asked for Scope on April 1st. They emailed back - no problem.

March 31st - Chorus called me to say technician sick, can we put off scope until April 5th. Me a little grumpy, but not much I can do about a sick tech. Say OK. Chorus says install will be less than a week after scope.

April 5th - Scope done - I'm at work but had left detailed instructions with the Wife. Get home to find they had actually blown the fibre through from the road (coiled up tidily under the house, waiting for them to come back, teasing me!).

April 12th, Install due for after 12, get a call at 0800 from the tech saying they're around, do I mind if they come early. Of course not! Install done by 10am, exactly where how I wanted it.

So, in my case (apart form a sick technician on initial scope day), everything went how I was told it would go, if not better.

Chorus (and their contractors) did a brilliant job.

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t0ny

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#1554163 17-May-2016 14:46

At least you had a call. The latest update i have received is that the technician(s) met with me face-to-face on the 16th and that i was unable to complete the scope then so it was rescheduled to the 19th. I may be getting old or have amnesia as i don't recall meeting anyone expect watching the paint dry while waiting for someone to show up.

sbiddle

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#1554168 17-May-2016 15:12

tehgerbil:

Chorus's new motto should be: "Because we can."

Why are they always late to appointments?

Why do they frequently stuff up connections?

Why do they take forever to do connections?

Why do they not update anyone on their jobs?

I swear there's a new "stuff chorus!" thread at least every couple days!?

Which at the end of the day represents a tiny fraction of the 10,000+ connection requests that are occurring every month. Like everything people only complain when things go wrong, they don't post about the great service they received when things go right.

Yes there are still problems occurring with many jobs and I deal with those on a daily basis. There are also the majority of jobs that go perfectly to plan.

BigPipeNZ

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#1554872 18-May-2016 15:05

t0ny:

At least you had a call. The latest update i have received is that the technician(s) met with me face-to-face on the 16th and that i was unable to complete the scope then so it was rescheduled to the 19th. I may be getting old or have amnesia as i don't recall meeting anyone expect watching the paint dry while waiting for someone to show up.

After some harassment of Chorus, looks like we may get a good result from this.

they've agreed that the tech notes from the no-show claiming he spoke to you are 'mistaken' and re-scheduled the scope and install for tomorrow. fingers crossed it all goes ahead.

Thanks

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t0ny

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#1554874 18-May-2016 15:06

Thanks BigPipe. Fingers crossed they show up tomorrow :)