Is 18 days too long to wait for Bigpipe and Chorus to resolve an issue of their making?

Forums › Spark New Zealand (including Skinny and BigPipe) › Is 18 days too long to wait for Bigpipe and Chorus to resolve an issue of their making?

clinty

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#240828 27-Sep-2018 21:39

/rant

So...

Quick background

My friends house (and her neighbours) has an issue with the letterbox numbers not matching LIM house number not matching Chorus line details ... you can guess were this is going :)

When she first moved in a year ago we discovered Chorus had the wrong line details for her house, took a while to get internet, but they said they had fixed the database

Around the start of September she started getting e-mails from Bigpipe saying that they had been informed she was moving ISP - so we figured the new neighbour behind had applied for internet and that problems could be on the horizon. She e-mailed Bigpipe back and informed them that she wasn't moving and that there had been issue with Chorus having the wrong line numbers before and that they should look into it

11th September

She comes home from work - no DSL signal - being the email chain with Bigpipe. She let them know that it was likely the Chorus had disconnected the wrong house, or stolen her line for the rear neighbour.

12th September

Bigpipe e-mail back and say sorry, and have a re-connection date of 13th from Chorus.

13th

No re-connection

14th

Chorus waiting for line to clear

anyway fast forward a bit and Chorus tech comes up the drive on the 15th - Yay problem solved?? Tech says he will resolve, confirmed issue with line details at exchange - and lo an behold DSL light comes back on

Still no internet - Bigpipe say Chorus is waiting for line to clear

Since then back and forward every couple of days - no confirmation on time frame

24th September

Chorus say there is a database issue and will resolve a soon as possible

27th

Still no internet :(

@BigpipeNZ @ChorusNZ care to help us out here - she is out of mobile data, is now addicted to Bachelor Australia and that is just not good lol

Pm me for address details

Seriously it shouldn't take this long to sort out the lines especially as there has already been a truck roll.

Unfortunately Skinny say no good for 4G so know option there in the meantime

/rant over

Clint

Chorusnz

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Chorus

#2097969 28-Sep-2018 09:23

Hi Clint,

This can happen when addresses have not been subdivided correctly, which does cause some confusion when it comes to updating network records to match.

We're happy to take a look at everything in more detail but we will need the account holder to contact us directly.

She can send us an email through https://www.chorus.co.nz/contact-us ,give us a call on 0800 600 100 or contact us through our social media channels www.facebook.com/Chorusnz/

Cheers,

^Sara.

Taubin

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#2097983 28-Sep-2018 09:41

Chorusnz:

This can happen when addresses have not been subdivided correctly

Sounds more like your database isn't updated correctly, not the address being subdivided incorrectly which would be a council issue and cause a lot more issues than just no internet.

ZL2TOY/ZL1DMP

clinty

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#2097984 28-Sep-2018 09:41

Thanks Sara,

Will let her know she can get in touch directly with Chorus

regards,
Clint

clinty

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#2098020 28-Sep-2018 09:54

Taubin:

Chorusnz:

This can happen when addresses have not been subdivided correctly

Sounds more like your database isn't updated correctly, not the address being subdivided incorrectly which would be a council issue and cause a lot more issues than just no internet.

The subdivision was done quite a few years ago, and there was no issue. ( LIM is perfectly fine ) however it is possible the subdivision may have done something non standard with the Chorus lines

It looks like households didn't follow the subdivision plan when numbering their letter boxes however. It caused a bit of confusion when she was buying the house as the actual address of sale didn't match what the letter box said. So of course when you move in you give the number on the letterbox as your address and everything goes downhill from there

Electricity is easier because you give them the unique serial number of the meter so that makes sure they are charging the right customer ( 99% of the time )

I guess the landline number used to be a unique identifier in this way ( and certainly and easy way to tell if service had been connected), but with the rise in naked broadband may be the customer should have access to a unique Chorus Identifier for each property to quote on application for services ( could be stuck on the master jackpoint )

My big issue is that she warned them twice that this could happen, and suggest someone give her ring so she could explain what happened when she moved in, so as to avoid all of this.

regards,

Clint

BigPipeNZ

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BigPipe

#2098059 28-Sep-2018 11:09

Hey Clint, I've just dropped you a PM - if you want to come through live chat and ask for me by name, I'll have a look and see if we can figure out where the holdup is.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

clinty

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#2098116 28-Sep-2018 13:04

Looks like we've got some traction - Bigpipe has aplan on how to get this sorted :)

Thanks to all that are sorting this out

Cheers
Clint

clinty

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#2098252 28-Sep-2018 16:05

And internet is back :D

Now to wean her from Bachelor Australia lol

Clint