Vf should have a process...

Overall though the issue you raise where techs are not trained enough or lack the tools required to properly diagnose an issue is a bit of a serious downfall on @chorusnz's part.

It's always been a problem unfortunately.

With the move to fibre or wireless. This problem is heavily reducing... But for those 'stuck' on copper. Its going to be a real problem for chorus that I hope they solve at some stage.
Personally, till the whole sub of sub contactor mess and underpaid techs is sorted I don't see any light at the end of the tunnel