Fibre install delay after delay after delay approaching 4 months

Forums › Spark New Zealand (including Skinny and BigPipe) › Fibre install delay after delay after delay approaching 4 months - is this normal?

Benek

72 posts

Master Geek

#251437 25-Jun-2019 15:31

I'll preface this by saying that this rant is almost completely the fault of Chorus, not Bigpipe. But I feel IPSs could do a better job of communicating and setting expectations so this process doesn't come as a surprise and frustration. The initial communications we had from Bigpipe gave me the impression this would all be done in a matter of weeks.

I ordered a fibre connection from BigPipe at the beginning of May.

My property is on a cross-lease, so there was a delay required in order to get consent from my neighbour as the install will have to go beside our shared driveway. But then once consent was received, they required an additional delay of many weeks to allow for any objections to be lodged from neighbours. The only neighbour affected had already given consent, so what's the purpose of this delay? Surely the one person who's already happily consented it not going to turn around and lodge an objection the next week?

Just in the last few days, we've (finally!) come out of the wait period for consent and have moved into the "Network Build" phase. Apparently, this is going to take more than another month. They've given me the expected completion date of August 1st. What exactly is "Network Build". The fibre has already been installed on our street and sitting just outside our property. I don't understand what other construction is required before the install into our property.

We do not get a Chorus tech out here to assess the install until sometime after this date, and then of course there will be another delay between the assessment and the actual install date.

By the time this is all wrapped up, we could be approaching 3-4 months since I ordered the connection. I this normal?

I've heard of other people who've gotten an install within a week or two of ordering it. But the "network build" delay itself is longer than that!?

Am I having a particularly unlucky experience or does every fibre install have these delays? Is there anything I can do to speed things up?

I can't believe Chorus thinks a 4-month install process is going to be satisfactory to anyone.

chevrolux

4962 posts

Uber Geek
Inactive user

#2264206 25-Jun-2019 15:36

Without even reading your post, Yes. Very normal.

Chorus will justify it with "we complete hundreds of installs a week and there has to be some sort of order". But it's almost always bureaucratic garbage to do with consent holding up installs, or it takes their "designers" three months to draw some pictures on top of google earth shots with, what looks like, MS Paint. And then when the design is accepted, it takes another three months to schedule one day of work, and then another three months for Chorus to 'update records" that the property is fibre ready. And then you might get some fibre installed.

inkonthebrink

2 posts

Wannabe Geek

#2264209 25-Jun-2019 15:40

That really sucks.

I would say this is not normal at all based on my experience.

I went with Bigpipe a few years ago and faced a similar situation with being on a cross lease section.

Fibre was on the street already and some of the neighbours already had it so thought there would be no hitches.

It took 3 weeks in total for the guy to come round and install fibre to my house.

Benek

72 posts

Master Geek

#2264215 25-Jun-2019 15:48

3 weeks! My consent process alone took longer than that! Did you have a "network build" delay? I'm beginning to think this network build phase is just a made up thing by Chorus so they have more excuses to create delays.

chevrolux

4962 posts

Uber Geek
Inactive user

#2264304 25-Jun-2019 16:51

Benek:

3 weeks! My consent process alone took longer than that! Did you have a "network build" delay? I'm beginning to think this network build phase is just a made up thing by Chorus so they have more excuses to create delays.

It's real. They do have to build the network. But it's often maybe a day or two's work, it just takes them a month to schedule it.

inkonthebrink

2 posts

Wannabe Geek

#2264317 25-Jun-2019 17:29

Agree with chevrolux that the scheduling is probably crappy and takes ages.

Maybe its a shortage of engineers.

Look at the bright side, at least you won't be as waiting as long as in Australia.

quickymart

13924 posts

Uber Geek

ID Verified

#2265388 26-Jun-2019 21:51

@Chorusnz may be able to help look into the delays, but yes, it can take some time.

Chorusnz

430 posts

Ultimate Geek

Trusted

Chorus

#2266294 28-Jun-2019 14:33

I can certainly appreciate the frustration of having to wait for Fibre broadband to be installed. We live in a time of instant gratification where everything must be done at the drop of a hat.

For most Fibre installs the process is quick and painless. You have a dropoff on the street, we agree on a method of bringing the cable through your property and hay presto you’ve got Fibre anywhere between a week and a month after ordering it. Depending on wait times in your area for an available technician.

A spanner gets dropped into the works where you live on either a shared driveway or are part of a multi-dwelling unit (ROW and MDU respectively). This is because in order to get the Fibre cable from the roadside to your property we need to run it through shared property and otherwise cause disruption to other owners. You think people get unhappy over the work we do on shared property now? Imagine the hubbub if we could simply walk into any shared property and begin work without due process just because one person wants Fibre.

As such we go through a consents and build phase which has been legislated by the Government as a happy median. You can find out more about this process on our website here: https://www.chorus.co.nz/getting-fibre/. However in brief it consists of a scope, design, consent and build. Scope/design to define how we are going to run the cable from street through shared property to your house, Consent to ensure everyone is happy with our plan and build to do the actual work.

Sometimes there can be delays. It’s the nature of the beast. For example if one of the property owners does not like our plan and wants sweeping changes; that can bring the job to a halt while we sort it out.

Your broadband provider has channels in place to follow up with us and get updates. As their customer it sits squarely on them to set the right expectations and manage these communications.

In saying that @Benek if you are still unsure or want more specific details around your order (because frankly every case is unique) then please feel free to send a PM with your address. I’m always more than happy to dive into orders with people and get more clarity around what’s happening. ^Richard

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cddt

1548 posts

Uber Geek

#2266947 29-Jun-2019 17:43

Took me just over two months, see my saga here: https://www.geekzone.co.nz/forums.asp?forumid=49&topicid=250695

@ChorusNZ was really helpful in getting to the bottom of the order and working out what the problem was.

sbiddle

30853 posts

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Retired Mod

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Biddle Corp

Lifetime subscriber

#2266976 29-Jun-2019 19:42

Benek:

I'll preface this by saying that this rant is almost completely the fault of Chorus, not Bigpipe. But I feel IPSs could do a better job of communicating and setting expectations so this process doesn't come as a surprise and frustration. The initial communications we had from Bigpipe gave me the impression this would all be done in a matter of weeks.

To blame Chorus is incredibly unfair. Their is a legislated process they must follow in such a situation, and the above process from Chorus details that pretty well.

If your RSP set the expectation that a cross lease build would be completed in a matter of weeks you have to lay some fault with them for setting a totally unrealistic expectatrion.

timmmay

20574 posts

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Lifetime subscriber

#2267010 29-Jun-2019 21:22

Took about ten months for my install from when I asked for it, from memory, but I was fairly early on in the fiber roll out.

surfisup1000

5288 posts

Uber Geek

#2267012 29-Jun-2019 21:47

Chorusnz:

Sometimes there can be delays. It’s the nature of the beast. For example if one of the property owners does not like our plan and wants sweeping changes; that can bring the job to a halt while we sort it out.

So, a neighbour can just block every plan as a matter of spite? Assuming they can come up with petty objections every time.

I thought this situation was sorted by the government.

Chorusnz

430 posts

Ultimate Geek

Trusted

Chorus

#2267635 1-Jul-2019 08:38

surfisup1000:

So, a neighbour can just block every plan as a matter of spite? Assuming they can come up with petty objections every time.

I thought this situation was sorted by the government.

There have been some major legislation changes to help smooth out the process, that’s correct. Mostly it’s helped with absentee landowners or when they’re just not bothering to respond.

It has however also helped move along jobs where the impact of our work is minimal to moderate. In such cases rather than requiring explicit consent we simply provide everyone with a plan and give them a notice period to respond with any complaints. Such complaints must sit within certain criteria and provide reasonable proof otherwise we have the legal right to go ahead with the work.

There are still a lot of jobs where the impact would be too great however and we still need full explicit consent. In these instances the process has not changed.

If you’re interested you can read more about consents and the processes here: https://www.chorus.co.nz/help-and-support/consent-access. ^Richard