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22 posts

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Topic # 204645 11-Oct-2016 10:38
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I'm posting on here out of desperation that maybe, just maybe someone high up in the eschelons of spark and chorus have a read and take some notice.

 

Sadly this is not the first time I've been entirely underwhelmed by the lack of customer service by either company regardless if there is fault.

 

Quick story.

 

Existing building - A shop, (Barrys Point Road) which has its own car-parking on the drive way out front. On that driveway approximately 3-5 meters from the front of both sides of the building are what look like chorus fibre ports. One i'm 99.5% is a fibre port the other less so.

 

We approached Spark in march laying the foundations for the order we eventually put in at the beginning of May for Fibre into the building.

 

After a week or so a site survey was done and it was announced to me they needed to do channel work - OK no stress I though, its our property. They made the appt to do this a couple of weeks later.
Chorus didn't turn up at "their own" appts. 4 times in the following month after that first appt  they still didnt turn up. and each time I had to ring to find out what was occurring.

 

I was eventually let in on the secret they were waiting for council approval. Which surprised me... again our property . Stick within the boundarys - no problem.

 

I wait and chase and wait and chase and mid july some work gets done. Weirdly not chased as far as I'm told, and the wall mount for the insertion of the external fibre is in the entirely wrong place that would have no access from inside the building.

 

I wait and chase some more. Nothing - weeks go by, Still nothing.

 

The default response from Chorus is they will not discuss the situation with end users and I have to go through spark.

 

The default response from Spark is that they tell me they are chasing it but have no control over Chorus.

 

In recently (a couple of weeks ago) I understand from Spark that a different contractor has been put onto the job but they can't find the manhole key and that is holding things up..... REALLY !!!!

 

I am so exasperated that there is no-one that takes any responsibility for a job. There is no communications, no way of actually dealing with these people. Customer service is non-existant and I can't believe this could be this way.

 

This is probably the simplest install, yet somehow I just cannot get any work done and we are meant to be opening the store in a month.

Sadly I shouldnt be surprised as this is the second shop we are opening. The first one in Mt Wellington again within 10mtrs of a fibre port (I know because in the end I helped run the fibre with the chorus staff) took over a YEAR for chorus to install even though the basic structures were already in place.


 

(Obviously we could go down the adsl/vdsl route but I thought I ordered with plenty of time - after-all 6 months for a fibre connection 4 mtrs from the building shouldn't be hard to organise ?)

Is there ANYTHING that can be done to make this happen ?

 

 Heres a small snippet of imagery of the site location (not showing everything about the mess up with entry location)
Click to see full size


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  Reply # 1649125 11-Oct-2016 12:47
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You should check the AK Council GIS view site for boundaries. Wellington has similar roads with wide margins where the area used for parking is Council owned. The buildings being set back for potential road widening.



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  Reply # 1649128 11-Oct-2016 12:52
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I guess I wouldn't mind but they have now done channeling work (so I assume whatever permissions they needed they got) only to find they ended up only doing half of what they said they would and taking it to a part of the building that is simply an external wall (without internal walling) near the entrance/carpark overhang and nowhere near where they said they would so even if they fed the fibre to there it would need taking from there and moving another 3-4 meters to part of the building that it can be fed into !

 

I suppose I just hoped I would get someones attention at chorus and they would make SOMETHING happen !

 

 

 

 


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