Fibre installation issues

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jjnz1

1363 posts

Uber Geek

Lifetime subscriber

#1806442 25-Jun-2017 16:01

My first UFB connection went very smoothly - a few years ago now - all completed in 1 day, 8 people turned up to get the cable to my house, and me connected - it was brilliant!

But I am helping a family member get fibre in Whitby and it has been a nightmare. Ordered in Feb 2017, had a few tech visits but so far can't get the cable to the house. Vodafone provided an update last week saying the fibre tech will ring me next week to discuss another plan they have and the timings around this new plan. Vodafone couldn't give me any dates though.

I have probably contacted VF almost 12 times - they need to improve their communication IMO.

I do understand they are at the mercy of the same fibre installation company that the rest of the telcos use, so it's not completely VFs fault.
And they did give me the Chorus job number and chorus contact number to request updates, but silly me threw the number away after I first contacted Chorus as they lead me to believe it was pretty much all sorted!

DarthKermit

5346 posts

Uber Geek

Trusted

#1806477 25-Jun-2017 16:51

michaelmurfy:

I had to wait 6mo for UFB because Chorus didn't know where the lead-in for my Fibre was. Turns out it was under our letterbox right beside our boundary and told them multiple times. Still though, they needed to grab consent from our neighbors etc before actually checking and being made right fools in the process when I was right.

Geekzone mods should all get priority UFB installs!

BTW, do you know how many of the mods do have fibre?

Roc

16 posts

Geek

#1806538 25-Jun-2017 18:36

quickymart, I can understand why!! LOL

Darkshadow, I have a residential plan.

OMG Myself, that is outrageous, one year and you still don't have the connection!!!! I can understand when there are things beyond their control, like installation unpredictable issues that have to be with the layout of something, cabling, or whatever. But when we are talking about them providing Chorus the wrong info and then not correcting it when they said they would, that has no excuse other than a terrible customer service. They didn't even give Chorus my mobile, just a wrong phone number for my landline. But Vodafone has sent me information regarding the fibre by text to my mobile, in which universe does that make any sense???

I don't want to think what it would be like if they had no competition...!!

Roc

16 posts

Geek

#1806542 25-Jun-2017 18:56

jjnz1: My first UFB connection went very smoothly - a few years ago now - all completed in 1 day, 8 people turned up to get the cable to my house, and me connected - it was brilliant!

But I am helping a family member get fibre in Whitby and it has been a nightmare. Ordered in Feb 2017, had a few tech visits but so far can't get the cable to the house. Vodafone provided an update last week saying the fibre tech will ring me next week to discuss another plan they have and the timings around this new plan. Vodafone couldn't give me any dates though.

I have probably contacted VF almost 12 times - they need to improve their communication IMO.

I do understand they are at the mercy of the same fibre installation company that the rest of the telcos use, so it's not completely VFs fault.
And they did give me the Chorus job number and chorus contact number to request updates, but silly me threw the number away after I first contacted Chorus as they lead me to believe it was pretty much all sorted!

You are completely right, their communication needs a lot of improvement! Now that you mentioned Chorus phone number, I will contact Chorus myself tomorrow. When I phoned them, because somebody from VF's customer service had told me it was "MY JOB" to get the consents from my neighbours, and I told them that I don't work neither for Vodafone nor Chorus, so it cannot be MY job!! Then I phoned Chorus, and i got a lovely customer service representative, who told me it was surely not my job, that they had a consent team in charge of all consents, and it was then when I found out Chorus had my wrong phone number. I may well phone them myself and explain the issue, and see if they can find a way to send someone before the 6th. I am supposed to start working on the 7th on something that requires more speed, and I won't be able to if the connection is not done on the 6th... You were lucky jinz1, in getting yours so fast!! In my case it has been the hell of a process: first they sent a guy to check the outside of my house and where they were going to put the cables through, and from which neighbours they would need consent, then it was the consents stage, then they came and did all the installation outside bringing the cable from the street, because my house is not in the front. Now, someone needs to come and check I don't know what inside, then at a different day, someone else comes and hopefully does the installation. VF has said my current modem is ok for fibre,so apparently they will not send me a new one, I wonder if the guy who comes to check cannot do the installation himself if it is a straightforward one and if Chorus authorizes him and pays him of course LOL...

DarkShadow

1647 posts

Uber Geek

#1806546 25-Jun-2017 19:08

Roc:

In my case it has been the hell of a process: first they sent a guy to check the outside of my house and where they were going to put the cables through, and from which neighbours they would need consent, then it was the consents stage, then they came and did all the installation outside bringing the cable from the street, because my house is not in the front. Now, someone needs to come and check I don't know what inside, then at a different day, someone else comes and hopefully does the installation.

That's the standard process and is in no way unusual. Here's some videos from Chorus explaining how it all works:

https://www.youtube.com/watch?v=LckSEFn4lAg

https://www.youtube.com/watch?v=NtfVpLunYdk

Roc

16 posts

Geek

#1806555 25-Jun-2017 19:33

DarkShadow, I am not saying it was unusual, but that compared to jinz1's installation mine has been a much longer process... I know what the process is, Vodafone and Chorus both have it on their websites, and according to it the person who is going to come next to my house should have come before the installation outside of my house had been done....

PhilZealand

13 posts

Geek

#1824232 18-Jul-2017 10:30

I am in Browns Bay, ordered March, had 5 notices coming to do the final install and 5 delay, the first 2 notices I took time off work as advised i needed to 'be present when they do the work inside my house'. I just don't get it - the pole is 6m from and right in front of my house, the neighbours' fibre installed late last year after 1 month booking goes to the same pole.

Really frustrating as I watch another neighbour that booked it 2 months ago being installed as I type.

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