My experience with the UFB Install, or lack thereof.

Forums › Spark New Zealand (including Skinny and BigPipe) › My experience with the UFB Install, or lack thereof.

tnaseem

82 posts

Master Geek

#198175 29-Jun-2016 12:40

So I ordered UFB from Bigpipe on 2nd June (I was on their VDSL service for quite some time). Everything started off smoothly, and I received a scope date of 22nd June, and install date of 4th July.

Scope Date - 'Engineers' turned up and checked everything internally and externally, and said it was a straightforward install process. However, they couldn't locate the 'Drop' point outside the property and asked me to call my ISP to get in touch with Chorus to locate it. Also explained that this can be done on the install date, once they know were it is.

I asked them why they couldn't contact Chorus HQ themselves now, but all they did was shrug and suggest I get in touch with 'my ISP'. They left. To be honest, they looked pretty inept. I was thinking at the time that this didn't bode well... Seems I was right.
I emailed Bigpipe, and got a reply from Felix saying "This should be Chorus's job to get the fibre installed, but we've notified them of this problem and asked them to get this sorted." Great, I thought.
The next day I get another email from Bigpipe - "Great news. Chorus have advised they've completed their scope work for your UFB connection. Your order will now progress onto the installation phase." Date stated as 4th July. Brilliant.
About 2 hours later, I get another from Bigpipe - "Just a quick update. Chorus have had to reschedule as they were unable to get in contact with you. I have reserved the next earliest date for you which is the 29/06/16 in the morning."

I explained that Chorus never actually attempted to contact me, and wanted to confirm that this new date was the actual install date, and not something else. Bigpipe replied with "Chorus have advised that the install has been rebooked once more to : Wednesday, 29 June AM". Great. Was getting excited now that it's been brought forward.
Advance to today; the day of install. Nobody from Chorus turned up. So, rather than bothering Bigpipe again, I called Chorus to find out what's going on. They now advise me that it's been put on hold as they're still awaiting consent from me?? and that I should call a company called 'Visionstream'? I asked them who they were, but all she said was that these are the guys I need to contact to give them consent. I asked her for their contact details, but she explained I should "just look them up in the Yellow Pages". Seriously!?
I have now emailed Bigpipe again, and awaiting instructions, before I contact these people, as it seems as if there's been a massive communication breakdown between Chorus and Bigpipe + whoever the hell these other people are.

Why is this so bloody hard!?

Sorry for venting; I was patient throughout all this, but now pissed off, as it appears no-one knows what's going on... including me!

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5346 posts

Uber Geek

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#1582597 29-Jun-2016 12:53

What area are you in?

Visionstream is one of the subcontractors to Chorus, and do UFB installs.

tnaseem

82 posts

Master Geek

#1582601 29-Jun-2016 12:57

Auckland.

michaelmurfy

meow
13240 posts

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Lifetime subscriber

#1582631 29-Jun-2016 13:09

I had to wait on the closer end of 4 months to get UFB with another provider because they didn't know where my Fibre on the street was... It happens, you've got to be patient with UFB installs.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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tnaseem

82 posts

Master Geek

#1582633 29-Jun-2016 13:11

Well, I've called Visionstream, who actually have no idea on what's going on either. I've left them my details and they will call me back once they know what's what.

Why I have to chase up 3 different companies to get them to talk to each other, and get some consensus on how to proceed, I don't know.

tnaseem

82 posts

Master Geek

#1582635 29-Jun-2016 13:13

Oh! Vision stream called back and tell me that their chap will be here after 2pm today to do the install.

So no idea why Chorus were telling me something else!?

Let's see what happens...

Tune in for next weeks exciting episode! A Quinn Martin Production...

tnaseem

82 posts

Master Geek

#1582847 29-Jun-2016 16:41

Looks like this VisionStream lot are real jerks.

After telling this guy would be with me shortly after 2pm today, no one turned up. I called, no answer. I called again, someone answered, then she said she'll put me through to someone who can help and put me on hold...

After being on hold for 30 minutes, I hung up and called again, and again, and again. No answer each time. Just continued ringing.

Bigpipe, please help. This runaround is beyond ridiculous.

froob

692 posts

Ultimate Geek

Lifetime subscriber

#1582907 29-Jun-2016 18:50

No good, sounds like you are being given the runaround. With my recent UFB install, the intial order was via my ISP (Vodafone), but all of the subsequent scheduling was via Chorus directly on the phone, and they sent emails and txts to confirm the various dates and times for the visits. It seems really unusual that they would tell you to call Visionstream directly.

I would get back on the phone to Chorus to confirm the install date, then get them to send you the confirmation email with the time.

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JoshBigpipe

122 posts

Master Geek

Trusted

BigPipe

#1583429 30-Jun-2016 15:53

Hey tnaseem, sorry you've had such a runaround. If you PM me your email address (that you use for Bigpipe) I'll get the team to look into your case and sort it out with Chorus as soon as possible.

www.bigpipe.co.nz

https://www.facebook.com/BigPipeNZ

https://twitter.com/BigPipeNZ

tnaseem

82 posts

Master Geek

#1583457 30-Jun-2016 16:37

Hi Josh,

Many thanks.

I got an email from Mitchell this morning who's escalated this with Chorus. He's asked them to get VisionStream to contact me ASAP to get this sorted. No contact from them yet though! I'll give them until tomorrow.

Cheers,

Tarique

jandal160165

170 posts

Master Geek

#1583460 30-Jun-2016 16:41

Hi,

Yes all the best with your install. It is definitely a lesson in patience. Mine took forever with the consents process.

Cheers

gished

276 posts

Ultimate Geek

#1590250 12-Jul-2016 12:02

Did you ever hear back from VisionStream? You post gives the impression they're just as reliable as their contractors.

tnaseem

82 posts

Master Geek

#1590265 12-Jul-2016 12:37

Bigpipe did get involved and started knocking some heads together. I was told that Chorus had been in touch with Visionstream, who neglected to get my 'consent' when they first visited. Was told they'd be calling back... Of course, they never did. I did call them too, but the phone, as usual, never got answered. Just rang through and hung up on each attempt.

Bigpipe got back onto Chorus, who called me last week to say that the install will actually go through Wednesday this week. Although, I was still unsure about this 'consent' thingy.

However, strangely, I got a call early Monday morning saying that they're outside sorting out the wiring. So, I pop outside and see a couple of Chorus guys, who were later joined by a couple of Visionstream chaps (the same guys that turned up originally, before they went AWOL). They were still digging around outside trying to find this elusive drop off point, and STILL couldn't find it. They came to me later to FINALLY get my consent, and explain that they will need to pop back to maybe create a drop off point. I did explain that I have an install booked on Wednesday and if this would delay that. The chap explained that this would still go ahead on time, as the drop off stuff will be sorted beforehand.

It's now Tuesday, so still waiting for them to turn up to do this initial bit! Might be that they'll do everything tomorrow on the actual install date... I won't be holding my breath though!

Watch this space for more updates...

tnaseem

82 posts

Master Geek

#1590929 13-Jul-2016 12:27

Wow. This just gets better and better! (That was sarcasm by the way). So, here’s an update:

I get another call from Chorus yesterday to confirm the install time today, and again they reassured me that everything will go ahead, when I asked them about this drop off point thing.

Come this morning… no one has actually turned up! So, I called Chorus just now, and they now tell me that the drop off point thing will need to be passed onto another party to get it done (I forget who). She seemed quite pissed herself that I've been messed around so much. Bless her.

I have now been given a date of the 14th of October for this to take place! WHAAT!? Surely, this must be a world record?

Emailed Bigpipe to see what can be done. To be honest, I've about given up on all this...

DarthKermit

5346 posts

Uber Geek

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#1590951 13-Jul-2016 13:10

I know it doesn't help you, but there are so many people wanting UFB installed presently that Chorus and their subbies aren't coping with the demand.

timmmay

20575 posts

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#1590957 13-Jul-2016 13:20

This is actually a fairly standard UFB install, based on what I've read and friends experiences. If anyone asked me I'd probably tell them to skip UFB for a couple of years until the procedures were worked out better. UFB has been around what 18 months, 2 years, the install process is still very mickey mouse.

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