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6 posts

Wannabe Geek


Topic # 133659 29-Oct-2013 19:59
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Well after being on world exchange for over 18 months I have had great service. I live in Stonefields so xnet has been our only provider and have done a good job.

We had a issue with our Alcatel box - it stopped working completely died with no power - called up , lodged a fault and got told we had to get a technician out, no problem this all happened on on Monday (labour day) we had a technician arrive that afternoon from chorus - once again amazing service. He confirmed the box was dead, no problem he said , we will upgrade you to the new UFB box so you are ready to go , after it was installed he couldn't get it to connect the fibre due to no one at world exchange able to switch us - no problem it is a public holiday - chorus said they just need to ring world exchange in the morning to get it switched over .

Now we arrive home from work the next day and the chorus technician was waiting for us because he was told from world exchange we are not aloud the new fibre box - so he has to uninstall the new box and replace with another old Alcatel box to get us back running and no problem again.

My complaint is why would world exchange not allow the installer to put the new box in ? I got email a couple of months back from world exchange to to say they need to update our equipment to be comparable for the UFB that is available in our area - so now it has wasted the chorus time , our time as we need to be home again when this upgrade is due to happen ... I would like to know why world exchange would not allow the Chorus technician to install the new box into our house ?

Thanks

Mike

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  Reply # 923771 29-Oct-2013 20:09
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It's probably part of a bigger changeover, so a "bigger" box somewhere needs to be changed first, or something like that.




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
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WorldxChange

  Reply # 923780 29-Oct-2013 20:19
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Hi Miike,

That seems strange, if the ONT (Alcatel box) is faulty we don't actually have any control over this and we don't need to do anything, all that needs to be replaced is the ONT, the issue may be that the moving to UFB from BOF in stonefields is that there there is not enough equipment yet to do the move on the Chorus side back in the cabinet (splitters), most likely it will be just the passing of information to you where the confusion lies.





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  Reply # 923978 30-Oct-2013 09:02
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Just had a chat with Chorus regarding this. What happened is that you are on a BOF service, the tech that came out on Monday tried to install an ONT for a NGA (UFB) connection which turned out to be incompatible with your current service, Chorus sent the tech out again yesterday to replace it with the correct BOF ONT which is compatible with your service, and your service was restored.

Once you will be migrated to NGA (UFB) you will end up on one of those ONT's you had installed on Monday.



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Wannabe Geek


  Reply # 923997 30-Oct-2013 09:25
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Thank you for that update - all makes sense. the next question is when will we be changed over to UFB and not the BOF service ? I got the email on the 8th of October informing us of the change, is there a ETA when this switch over might happen ? 

Thanks

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  Reply # 924006 30-Oct-2013 09:48
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No ETA yet unfortunately.

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WorldxChange

  Reply # 924007 30-Oct-2013 09:50
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Hi Mike,

It wont happen overnight but it will happen .... :) , the problem actually is Chorus do not have enough equipment to move everybody to NGA / UFB from BOF, Stonefields was supposed to be one of the first so the notifications were sent out then it was determined after the fact that there was an equipment supply issue... so hence the delay, sorry about the confusion Mike and I hope this clears it up.

There is no change to the service you have at the moment and you will get moved to UFB in the near future as stock becomes available , I appreciate you need to take time to be on site and its incredibly frustrating so I can only apologise for that Mike.




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