Let down.... then again....

Forums › Spark New Zealand (including Skinny and BigPipe) › Let down.... then again....

xpd

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#243072 26-Nov-2018 09:53

Feel sorry for a friend..... few months back she had notification that fiber was available, so she said yes please..... contractors turned up to do the install, completely in the wrong place she had asked for it to be done. She told them that it was wrong, but they didnt speak any English and left - next thing she knows her install has been fully cancelled.

Stayed on copper connection..... then recently Spark contacted her to offer her the "Unplan" - she accepted as it would suit her usage better etc. Was told it would be way faster than her existing copper etc.

Wasnt told it was a 4G connection - shes in an area that dosent have fantastic stable connectivity when it comes to anything mobile. So connection is crap.......

Told her to get back onto Spark and get fiber installed...... and ask for contractors that speak English this time so it can eb done right.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Lias

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#2134350 26-Nov-2018 12:10

In defense of Spark, Chorus/Other LFC subcontractors not speaking English isn't really their fault.

Not clearly communicating that Unplan is only on 4G or UFB, and they were moving her over to 4G is totally on them however.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

xpd

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#2134366 26-Nov-2018 12:28

She was so excited too, shes only just started using the internet etc regularly in the last year, and bought a 50" TV to replace her little 19" LCD and was hoping to be able to watch some YouTube videos etc...but hello buffer city or else 360p quality - not nice on a 4k TV :-p

No, its not Sparks fault for the language barrier, but they (in fact all ISPs) should convey to Chorus/LFC subbies, that they must be able to speak English to be able to communicate with the client. Common sense.... (maybe Im just ranting :) )

As a side line, is there any certification required to become a fiber installer or just more of a knowledge requirement ?

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Batman

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#2134427 26-Nov-2018 13:38

If they don't speak English how do they

- get told what to do as installers

- communicate with their Chorus team directions from above and with team mates

- communicate with HQ to check status of install

This doesn't make sense

1101

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#2134430 26-Nov-2018 13:42

xpd:

As a side line, is there any certification required to become a fiber installer or just more of a knowledge requirement ?

they need to be non NZ Citizens & willing to work for less than minimum wage.
hence the issues :-(

https://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=12138990

https://www.radionz.co.nz/news/national/345539/chorus-workers-under-paid-and-under-trained-says-union

https://www.stuff.co.nz/business/industries/107735953/where-chorus-fibre-roll-out-went-wrong-the-fish-rots-from-the-head

eracode

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#2134479 26-Nov-2018 14:08

Batman:

If they don't speak English how do they

- get told what to do as installers

- communicate with their Chorus team directions from above and with team mates

- communicate with HQ to check status of install

This doesn't make sense

Maybe all of them are from the same country so language is not their problem.

Sometimes I just sit and think. Other times I just sit.

Batman

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#2134481 26-Nov-2018 14:10

Possible, but highly improbable.

xpd

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#2134503 26-Nov-2018 14:35

Batman:

If they don't speak English how do they

- get told what to do as installers

- communicate with their Chorus team directions from above and with team mates

- communicate with HQ to check status of install

This doesn't make sense

Personally, I have found with some sub-contractors in various sectors, they speak perfect English to everyone except the client :)

They just grunt/nod/wave hands around.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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chevrolux

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#2134505 26-Nov-2018 14:39

eracode:

Batman:

If they don't speak English how do they

- get told what to do as installers They do what they think is easiest

- communicate with their Chorus team directions from above and with team mates They don't

- communicate with HQ to check status of install They don't

This doesn't make sense

Maybe all of them are from the same country so language is not their problem.

See answers in bold

Batman

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#2134508 26-Nov-2018 14:42

chevrolux:

eracode:

Batman:

If they don't speak English how do they

- get told what to do as installers They do what they think is easiest

- communicate with their Chorus team directions from above and with team mates They don't

- communicate with HQ to check status of install They don't

This doesn't make sense

Maybe all of them are from the same country so language is not their problem.

See answers in bold

They do what they think is easiest

- you still need English to do that

They don't

- they don't receive directions from their bosses? I find that hard to believe

They don't

- now you're really not making sense

Unless it's all tongue in cheek which is what I'm taking it to be :)

tripper1000

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#2134540 26-Nov-2018 15:11

I am yet to see UFB installed according to the plans so they don't follow directions. A language/literacy barrier would explain this. The latest, at my rental, the plan sent to me in the mail as part of consolation process was to bolt the conduit to a concrete wall on one side of the shared driveway, but it mysteriously got attached to the precariously leaning wooden fence on the opposite side instead. A highly temporary install, if ever I saw one. The fencing contractor will shortly put his chainsaw through it.

The guys that did my brothers place showed up unscheduled and went he went outside ask why the yard was getting dug up, he really did get grunted and waved at. He had to survey the equipment, consumables and vehicles to draw the conclusion that they were likely installing fibre. This way 3 years ago, so things may have improved.

eracode

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#2134559 26-Nov-2018 15:20

eracode:

Batman:

If they don't speak English how do they

- get told what to do as installers

- communicate with their Chorus team directions from above and with team mates

- communicate with HQ to check status of install

This doesn't make sense

Maybe all of them are from the same country so language is not their problem.

This was TIC.

Sometimes I just sit and think. Other times I just sit.

BarTender

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#2134754 26-Nov-2018 17:33

Whereas for my install the two Indian guys turned up, one spoke perfect English and his minion was ok but still very capable.

They installed the ONT exactly where i asked them to in my full sized rack and didn't complain at all as my install was super easy as I had already put a 35mm duct from the roof to under the house.

However I recommend to everyone to ALWAYS be at the house the WHOLE TIME the install is occurring. I actually think there is a service there to be an independent adviser for non-technical people on the best place to get the ONT installed "in the right place" and for the job to be done properly.

It's exactly the same if you were getting a trades person such as electrician, plumber or gas fitter to do work on your house. If you are not there to supervise then expect them to make assumptions and go with it.