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453 posts

Ultimate Geek


# 177637 10-Aug-2015 09:49
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Thought I'd post my fibre installation saga to date. It's certainly been a roller coaster ride of emotions with first elation that I could get fibre at the new house we were moving into, to despair that I hadn't organised it early enough to have it going for when we moved in, to excitement that it was underway a day back to despair again!



It all started about six weeks ago now when I called Vodafone to organise fibre at the new house. I didn't know that I should have organised it weeks before as the last install I had organised (admittedly not fibre) was done within a week. I was told it could be up to 3 weeks. After dealing with the not happy wife I settled into a few weeks of internet on mobile at a far reduced capacity.



Roughly two weeks go by and a nice fella from chorus shows up to scope out the work. First issue, he can't find the external point where the conduit should've been laid to. It doesn't match the plans and it looks like we'll have to rip up the driveway. I franticly call the developer whilst chorus guy disappears off to the next job. Developer turns up 20 mins later and points out that it's been laid to exactly where the plans show. Too late, chorus dude is gone and not answering his phone.



I whether on the phone to Vodafone after not hearing back from chorus dude and let them know. He comes back the next day and agrees that yes it is all there, but too late, I've lost my spot and I'm pushed back two weeks. After dealing with the fallout from the wife I go back to reduced internet on mobile...



Different chorus guys show up a week later and put the box on the outside of the house and do there other bits and pieces outside and let's me know that that's all done and he'll be back the next day to blow the fibre through. Feel like we're getting somewhere.



Allocated day for install comes around and I'm at home for the morning and organise for someone else to be there for the afternoon as I needed to go to the hospital to get the cast on my leg changed and no one had shown up yet. Had I mentioned that I've been housebound this whole time? Get back home.at 4.30 and no ones been. Check my phone and Jo missed calls. A few calls later and someone from downer's is calling me to inform me that it can't be done today. Considering the time a phone call earlier would've been nice. But they have organised for it to be done the next day (Saturday).



Saturday comes. Install done. Still no internet as the fibre was never blown through and now it's not due to be connected till Friday. You'd think with all the screw up to date they'd be making it happen sooner but apparently not.



I'm sure I've missed some other events along the way but I'm procrastinating telling the wife and dealing with that..

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xpd

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  # 1361903 10-Aug-2015 09:59
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Friend contacted me in the weekend asking about fibre and if they should do it as they had a flier dropped to say its available. I said yes, however getting it installed where he wants could be interesting.... advised him to ask his ISP to get Chorus/Downer/whoever to send someone out and see if its feasible. 

His house is right on the footpath, over 100 years old, and wants the ONT etc placed at the rear of the house........ be fun to see their thoughts :)


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  # 1361924 10-Aug-2015 10:26
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My house is over 160 years old, across a stream (which turns into a river when it rains hard) and up a longish driveway. Copper currently comes in via pole which is how fibre will have to come in. The copper conduit has a very tight turn in it where it goes underground so they won't be able to reuse that. There's going to have to be some trenching - under the water main...

I asked Vodafone three questions via their webmail - 2 about the router they supply and one asking whether I'd have to pay an ETF or not on my VDSL connection which still has about 11 months on contract. They said, "no" to the ETF then offered to pass me through to sales to get the install done. Being a little unimpressed with the other questions being ignored (and the "ticket" not existing when I checked on their website) I've not gone any further and will have a bit of a hunt around to see what other suppliers are offering.

 
 
 
 


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  # 1361971 10-Aug-2015 11:21
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Its fairly normal in my experience for Vodafone to respond to enquiries then lose all record of having spoken to you. Then you may expect them to advise it is because you didn't specifically request a ticket number. Good luck!

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  # 1362039 10-Aug-2015 12:45
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Feel for you man. Changing Telcos is so friggen hard in NZ compared to say power companies.  You can change a power company and then get on life as normal, as services aren't cut off, or need to be transferred to different ports etc.

Every interaction I've had with Telcos has been hard to start with, and fundamentally having a third party like Chorus who you can't reach as a public customer makes it even more difficult.

Much like the health service though, once you're through the mess up front, the ladies and gentlemen working on the front line are usually pretty good and committed.

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  # 1362040 10-Aug-2015 12:49
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Does Vodafone do the install themselves? If not what do you gain by switching isp




Involuntary autocorrect in operation on mobile device. Apologies in advance.


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  # 1362047 10-Aug-2015 12:55
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It's not so much about the gain, but dropping vodafones useless ticketing system.



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  # 1362053 10-Aug-2015 13:00
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Nothing to do with the ISP and no doubt I would've had the issues with any of them. This is purely (from what I can see) chorus not being able to live up to their end of the ufb bargain.

Talking to one of the installers he was telling me when he started he was told he wouldn't have to work Saturdays and now he's being asked to. It's seems a number of the jobs are taking 2-3 test longer than the time allocated. To date I would estimate I've had 8-10 man hours of labour just at my property and this is a new build with most of the infrastructure in place. It largely seems to be a lack of co-ordinating going on

 
 
 
 


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  # 1362054 10-Aug-2015 13:01
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Byrned: chorus not being able to live up to their end of the ufb bargain.


Which bargain is that?

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  # 1362056 10-Aug-2015 13:04
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Jaxson: Feel for you man. Changing Telcos is so friggen hard in NZ compared to say power companies.  You can change a power company and then get on life as normal, as services aren't cut off, or need to be transferred to different ports etc.

Every interaction I've had with Telcos has been hard to start with, and fundamentally having a third party like Chorus who you can't reach as a public customer makes it even more difficult.

Much like the health service though, once you're through the mess up front, the ladies and gentlemen working on the front line are usually pretty good and committed.

 

 

 

Yeah, that's been my experience too.  The problems seem to crop up when there is a problem at the Chorus end and there is not much communication going on.  Then you get threatened with extra charges if Chorus decides to blame you.  I've never ended up having to pay charges, but it comes across as a bit threatening sometimes.  When I moved my mum from Spark to Flip the phone stopped working.  Flip said that if Chorus said it was her fault she would have to pay.  Since her phone was working just fine before she became a Flip customer I thought this was pretty shoddy and no way to onboard new customers.  For someone like mum, who is clueless as to how this stuff works, it's upsetting to suddenly be charged to fix things that were working before, especially if you are living off the super.

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  # 1363328 12-Aug-2015 02:29
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My recent install has gone a lot smoother than yours by the sounds, but far from perfect ...

I signed up for UFB with vodafone online and it let me 'choose' my own install date from a set range about a week away, I chose July 20th, they accepted my application then told me install was set for August 7th :)

They also told me I filled out the wrong application (new customer one) when I was already an existing adsl customer.  I asked where online I can apply as an existing customer, they said they don't have that functionality yet :) .  To their credit they then took my 'new' application and sorted my upgrade from that, and even gave me the 1 month free deal for the mix up.  Not sure if that's standard ?

Fast forward a month and Install went smooth, chorus guys had it done before lunch, everything seemed to be working great. Amazing ! 

Fast forward 3 days, realized I hadn't had any calls on the new Voip setup, although I had been dialing out ok.

I was so close to my dream of signing up and getting it all up and running without spending a single minute on hold to their lovely support.  so close.

I gave in and called to get the Voip inbound calls fixed, and to my shock tech support answered after about 1 minute !  Amazing!  Maybe Vodafone has finally turned their support around , I told them my problem, and they connected me to the fibre team.  Who didnt answer for 24 minutes.  Not so amazing !

And then after being put back on hold a couple of times they tried to pretend that nothing was wrong and simply my inbound calls 'were still being provisioned and should be done in the next 24 hours' which of course means 'we forgot to provision your inbound calls 3 days ago and are doing it now and it should be done in the next 24 hours.'

Inbound calls starting working tonight as promised, went to set up the new *61 voicemail - 'your mailbox is locked please call support.'  so close.


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