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Topic # 148993 7-Jul-2014 20:03
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So the plan was to switch from Slingshot to vodafone who was going to install UFB. Unfortunately we feel as if chorus, vodafone and downer have been jerking us around a bit just with conflicting information and as we share a joint driveway it's been a hassle trying to get consent from the neighbours but also we had been told we didn't need consent, then today, which was suppose to be the install day, we were told we did so the installation didn't go ahead.

We want to stop the installation and not go ahead with vodafone, my question is that will we have to pay a cancellation fee? We haven't been connected to vodafone yet and are still with slingshot. I just worry that they will make us pay as they have sent us a modem.

Does anyone know or have had a similar experience before?

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  Reply # 1082736 7-Jul-2014 20:13
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It's not Vodafone's fault you need consent. If Chorus didnt communicate this clearly or even see this as needed at square 1 something is wrong. Most likely lead to what has confused You/Vodafone/Techs.
The whole UFB process is a lengthy one and you need to be prepared to go for a ride when this stuff is involved.
If you want to cancel it depends on how far you are, If say we have paid Chorus the fee's etc you would be due a termination charge.
Given you are this far i would just stick with what you have.




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  Reply # 1082745 7-Jul-2014 20:29
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Connect with any ISP same process same installers same house same driveway same bit of fibre



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  Reply # 1082754 7-Jul-2014 20:36
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I know the consent issue isn't to do with vodafone and that wasn't what I was insinuating. My issues with vodafone are to do with other things.

The issues I've been having don't really have to do with the process in general, it's to do with the fact we had a scoper come out last week telling us we didn't need consent from the neighbours but then today, installation day, we were told we actually did. There's just been a lot of conflicting information.

Thanks for your reply, I'll contact vodafone tomorrow then I guess we will have a decision to make.

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  Reply # 1082765 7-Jul-2014 20:40
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Just tell them that you are not prepared to go and get concent, They wont get it so nothing will happen.




Richard rich.ms

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  Reply # 1083776 7-Jul-2014 22:58
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richms: Just tell them that you are not prepared to go and get concent, They wont get it so nothing will happen.


Chorus are the ones that need to get Concent. Regardless of such it has to be done.




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  Reply # 1083786 7-Jul-2014 23:09
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You are still ok to cancel the install right up to the point that chorus starts work at your house. This is in case say for example you decide against having your driveway dug up or even a hole cut in your wall. No install, no pay.

This was explained to me on several occasions when I moved from Vodafone to Orcon. Despite signing up, I was still free to cancel up to the point of the install and even then I was asked to keep the Vodafone account open until I was 100% happy incase the fiber install couldn't be completed for any reason.

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  Reply # 1083868 8-Jul-2014 08:44
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Concent?????new word??

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  Reply # 1083934 8-Jul-2014 10:00
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shelford: ... we had been told we didn't need consent, then today, which was suppose to be the install day, we were told we did so the installation didn't go ahead. ... We want to stop the installation and not go ahead with vodafone, my question is that will we have to pay a cancellation fee? ...


Hi Shelford

Sorry to hear you've had a frustrating process moving to UFB. It sounds like the initial scope might have missed some information that was then picked up by the installers. I'm sure they would have only not gone ahead if there was a very good reason not to, really wouldn't want the connection to be jeopardized later on if things weren't lined up properly!

From how it's been described I'm sure there'll be no problems cancelling the Vodafone account at this stage if that's how you'd like to proceed. We can probably arrange for a return courier bag for the modem and there'll be no cancellation charge.

However if you would like to move towards fibre in the future it does sound like you've already made a great deal of progress, speaking as a geek rather than as an employee, I think if I were in your situation I'd want to continue with the move to fibre and get the transition out of the way, but I don't think I know the full story here and there's probably other factors that might influence your decision!

Cheers

Dylan

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  Reply # 1083971 8-Jul-2014 10:47
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OP: be sure to follow this up with Vodafone that they really actually have properly closed your account and that there's no balance due.

Really.

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  Reply # 1084035 8-Jul-2014 12:07
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TimA: It's not Vodafone's fault you need consent. If Chorus didnt communicate this clearly or even see this as needed at square 1 something is wrong. Most likely lead to what has confused You/Vodafone/Techs.
The whole UFB process is a lengthy one and you need to be prepared to go for a ride when this stuff is involved.
If you want to cancel it depends on how far you are, If say we have paid Chorus the fee's etc you would be due a termination charge.
Given you are this far i would just stick with what you have.


Tim,

You could really take a leaf out of Dylan's book when replying to posts like this.  It is clear that Chorus did not proceed so if Vodafone had already paid the fee is that the customers fault?  No install - no fee.
You are supposed to be there to help the customer, who in this case has a legitimate complaint of being told the wrong information - not tell them if you are to far through the process then too bad, or, it's not our fault it's Chorus's fault.

Well done Dylan for the way you handled this.  Very professional.


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  Reply # 1084042 8-Jul-2014 12:14
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kharris:
TimA: It's not Vodafone's fault you need consent. If Chorus didnt communicate this clearly or even see this as needed at square 1 something is wrong. Most likely lead to what has confused You/Vodafone/Techs.
The whole UFB process is a lengthy one and you need to be prepared to go for a ride when this stuff is involved.
If you want to cancel it depends on how far you are, If say we have paid Chorus the fee's etc you would be due a termination charge.
Given you are this far i would just stick with what you have.


Tim,

You could really take a leaf out of Dylan's book when replying to posts like this.  It is clear that Chorus did not proceed so if Vodafone had already paid the fee is that the customers fault?  No install - no fee.
You are supposed to be there to help the customer, who in this case has a legitimate complaint of being told the wrong information - not tell them if you are to far through the process then too bad, or, it's not our fault it's Chorus's fault.

Well done Dylan for the way you handled this.  Very professional.



Dylan is ideal yes.
I am speaking in that of that a lot broader than the OP's question hence saying whats in bold above. In his case there most likely wouldnt be but i couldnt give an exact answer given i have not seen his account. But from what he has said would lead me to believe there has been no work done. For the most part i take everything with a pinch of salt. I have had people tell me they have had nothing done to then find an ONT has been commissioned and they are 1 step off service.




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  Reply # 1084043 8-Jul-2014 12:18
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Honestly - fibre is worth waiting. It worth all the hassle. It worth all the effort to get up and running. I took 2 days of my annual leave when the fibre is planned for install - just so that I can see what they do and give all the access that they need.

It is worth it

It is worth it

It is bloody worth it! tongue-out





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  Reply # 1084049 8-Jul-2014 12:25
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TimA:
kharris:
TimA: It's not Vodafone's fault you need consent. If Chorus didnt communicate this clearly or even see this as needed at square 1 something is wrong. Most likely lead to what has confused You/Vodafone/Techs.
The whole UFB process is a lengthy one and you need to be prepared to go for a ride when this stuff is involved.
If you want to cancel it depends on how far you are, If say we have paid Chorus the fee's etc you would be due a termination charge.
Given you are this far i would just stick with what you have.


Tim,

You could really take a leaf out of Dylan's book when replying to posts like this.  It is clear that Chorus did not proceed so if Vodafone had already paid the fee is that the customers fault?  No install - no fee.
You are supposed to be there to help the customer, who in this case has a legitimate complaint of being told the wrong information - not tell them if you are to far through the process then too bad, or, it's not our fault it's Chorus's fault.

Well done Dylan for the way you handled this.  Very professional.



Dylan is ideal yes.
I am speaking in that of that a lot broader than the OP's question hence saying whats in bold above. In his case there most likely wouldnt be but i couldnt give an exact answer given i have not seen his account. But from what he has said would lead me to believe there has been no work done. For the most part i take everything with a pinch of salt. I have had people tell me they have had nothing done to then find an ONT has been commissioned and they are 1 step off service.


Then you need to get more information before you can answer.  I don't see that Dylan had the account information either.  Maybe attempt to phase your answers in the positive for the customer rather than the negative.  Blanket responses phased in a negative way will just put the customer on edge... this is not what you want is it.

You could have said:
If you wish to cancel then a termination charge may or may not be required, that would depend on a number of factors.  Could you please provide me with your account details so I can look into your specific situation further.





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  Reply # 1084105 8-Jul-2014 14:15
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VodafoneDylan:
shelford: ... we had been told we didn't need consent, then today, which was suppose to be the install day, we were told we did so the installation didn't go ahead. ... We want to stop the installation and not go ahead with vodafone, my question is that will we have to pay a cancellation fee? ...


Hi Shelford

Sorry to hear you've had a frustrating process moving to UFB. It sounds like the initial scope might have missed some information that was then picked up by the installers. I'm sure they would have only not gone ahead if there was a very good reason not to, really wouldn't want the connection to be jeopardized later on if things weren't lined up properly!

From how it's been described I'm sure there'll be no problems cancelling the Vodafone account at this stage if that's how you'd like to proceed. We can probably arrange for a return courier bag for the modem and there'll be no cancellation charge.

However if you would like to move towards fibre in the future it does sound like you've already made a great deal of progress, speaking as a geek rather than as an employee, I think if I were in your situation I'd want to continue with the move to fibre and get the transition out of the way, but I don't think I know the full story here and there's probably other factors that might influence your decision!

Cheers

Dylan


Thanks a lot for your reply, it's appreciated!

We are definitely aware that fibre is worth the installation process and it's the way of the future and where we should be heading. I think for us the getting consent from the neighbours is probably our biggest issue and we have been trying to get in contact with one of them for the last 3 weeks with no luck ( his house is a rental and we have to go through professionals to try and speak to him) and with the miscommunication from chorus it's just making it all seem a bit frustrating. 

We have also just last night been offered a deal for unlimited with our ISP and it's pretty appealing, and in our price range, considering we are on a 40gb plan but on average use 80gb a month, mainly because of netflix and online gaming. We are on adsl and obviously fibre is the preference but at the moment the speeds are fine for us.

Thanks to everyone who has replied, it's all been very helpful information and I'm glad there is forums like this around!

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  Reply # 1084293 8-Jul-2014 18:58
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... We have also just last night been offered a deal for unlimited with our ISP and it's pretty appealing, and in our price range, considering we are on a 40gb plan but on average use 80gb a month, mainly because of netflix and online gaming. We are on adsl and obviously fibre is the preference but at the moment the speeds are fine for us....


I am astonished to hear that as a gamer you would even consider staying with ADSL - regardless of price - even if was free! - if you have the UFB option.
Remember going from dial-up to ADSL? - a huge step forward.
ADSL to UFB is an even bigger leap forward.




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