Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




55 posts

Master Geek


# 251708 8-Jul-2019 00:05
Send private message

Background: we rebuilt our home to incorporate a granny flat so that my mother-in-law could move there and get an increased level of domestic support. She's been a Vodafone landline/mobile/fibre/TV subscriber for years (we're on Spark ourselves). So some time ago we told Vodafone that she would be relocating from number x in ABC street to number xA in DEF street. We were told that's fine, straightforward, just let us know the date and it will all happen.

 

This was just before Vodafone was sold.

 

 

Her relocation took place in the week that Vodafone was sold and Vodafone's phone support went caput for several days. Oops.

 

 

When we finally got through to relocations several days after she had moved in to find out where things were at it was apparent that nothing had actually been done in advance. We were given a date for Chorus to come and install fibre and get her landline, internet and TV going.

 

 

On that date the Chorus technician turned up and went away again. When I rang Vodafone relocations I learned that there were not enough nodes in the street and we had to wait for Chorus to install a new node.

 

Oops.

 

 

You'd think this - at the very least - could have been anticipated by some research after our initial request. Evidently that doesn't happen.

 

 

We were given another date when the install would happen. It didn't.

 

 

Chorus refuses to speak with customers and insisted that we go through our ISP but after a lot of pleading I found out that they been asked once by Vodafone to do the connection with no indication of any urgency and no follow ups.

 

 

By now my mother-in-law has been in occupation for 4 weeks with no phone, no internet, and no TV. She is 89 years old and had medical alarm services attached through her landline at her previous address. None of those are able to be active at the moment because she has no landline.

 

 

I rigged up her Vodafone TV box with a connection to our network but Vodafone TV refuses to work unless the ISP is Vodafone, so that's a no go too.

 

 

Where are we now? As far as I can tell Chorus still hasn't got past step 1: connection requested. Vodafone hasn't got past "there's nothing we can do".

 

 

She does have a mobile phone, and she is able to watch some free TV channels so she isn't Totally Cut Off but this situation is really poor, and if I was involved with Vodafone support I would be seriously embarrassed by this level of support.

 

 

Vodafone used to be better than this.

 

 

Are there any magical incantations I need to mouth down the phone, or escalated contact numbers I can ring, or arms I can break* to speed this process up?

 

 

*not literally

 

 

Cheers

 

Trevor

 

 

 

 


Create new topic
4163 posts

Uber Geek

Subscriber

  # 2271567 8-Jul-2019 05:51
Send private message

The best cut-through that seems to work here on GZ is DMing the big kahuna, @jasonparis, who seems to be fairly active at engaging with his company's (many, many) problems.

Given the age of your MIL and the need for a medical alarm, I can understand why these delays are particularly frustrating. Good luck resolving this.

15329 posts

Uber Geek

Trusted
Subscriber

  # 2271572 8-Jul-2019 07:11
Send private message

Can you piggyback off the main house's internet connection? Run out ethernet or use WiFi? That can give her most things, phone, internet, tv, and you can probably get a medical alarm that works through that or cellular.


I wouldn't expect any ISP to consider this as important as you do, or do anything in a hurry, least of all Vodafone.


 
 
 
 


28340 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  # 2271584 8-Jul-2019 08:29
2 people support this post
Send private message

It's a difficult situation which is kinda your issue, even though it's also not really.

 

Does the granny flat have a unique lot/DP number or is it just part of the other property? It's not uncommon for many granny flats to not be unique.

 

When Chorus (or any of the LFC's) build out the network they're allocating capacity or tubes for each legally designated property in the street so that everybody can get a connection. If your property was split with it's own legal lot/DP number after the network build was complete, or if it does not have it's own legal lot/DP number then there will be no capacity on the network for the property.

 

Fixing this means a redesign of the network which depending on how the network is run can be easy or difficult and may require civil works. This can take from weeks to months depending on the scale of the build required.

 

 

 

 




55 posts

Master Geek


  # 2271867 8-Jul-2019 14:27
Send private message

The house is a separate dwelling on the same lot/DP. I understand this is common. I also understand that the initial fibre network put in the street may have underestimated the eventual demands - I don't think we're the only property in the street with multiple premises. Although it's a very short street :-)

 

I do think that this problem could have been identified shortly after we approached Vodafone with her relocation plans; had we known in advance that she would not be able to get connected for "months" we would have unbundled the phone, internet and TV services and be in a much better place than we are now.

 

I have temporarily connected her to our network but (a) that's still not providing a phone (b) the vodafone set-top box says sorry you're not a vodafone network and drops the service. (Actually the message it gives is "phone X to subscribe to vodafone" but the reason is the internet connection is Spark not vodafone.)

 

 


941 posts

Ultimate Geek

Trusted
Chorus

  # 2271903 8-Jul-2019 15:31
Send private message

aquatarkus:

 

The house is a separate dwelling on the same lot/DP. I understand this is common. I also understand that the initial fibre network put in the street may have underestimated the eventual demands - I don't think we're the only property in the street with multiple premises. Although it's a very short street :-)

 

I do think that this problem could have been identified shortly after we approached Vodafone with her relocation plans; had we known in advance that she would not be able to get connected for "months" we would have unbundled the phone, internet and TV services and be in a much better place than we are now.

 

I have temporarily connected her to our network but (a) that's still not providing a phone (b) the vodafone set-top box says sorry you're not a vodafone network and drops the service. (Actually the message it gives is "phone X to subscribe to vodafone" but the reason is the internet connection is Spark not vodafone.)

 

 

 

 

Can you please send me a private message with the address of the property. I just want to see if there is any opportunity for Chorus to assist here.





The views expressed by me are not necessarily those of my employer Chorus NZ Ltd


Create new topic



Switch your broadband provider now - compare prices


Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Spark launches new wireless broadband "Unplan Metro"
Posted 11-Nov-2019 08:19


Malwarebytes overhauls flagship product with new UI, faster engine and lighter footprint
Posted 6-Nov-2019 11:48


CarbonClick launches into Digital Marketplaces
Posted 6-Nov-2019 11:42


Kordia offers Microsoft Azure Peering Service
Posted 6-Nov-2019 11:41


Spark 5G live on Auckland Harbour for Emirates Team New Zealand
Posted 4-Nov-2019 17:30


BNZ and Vodafone partner to boost NZ Tech for SME
Posted 31-Oct-2019 17:14


Nokia 7.2 available in New Zealand
Posted 31-Oct-2019 16:24


2talk launches Microsoft Teams Direct Routing product
Posted 29-Oct-2019 10:35


New Breast Cancer Foundation app puts power in Kiwi women's hands
Posted 25-Oct-2019 16:13


OPPO Reno2 Series lands, alongside hybrid noise-cancelling Wireless Headphones
Posted 24-Oct-2019 15:32


Waikato Data Scientists awarded $13 million from the Government
Posted 24-Oct-2019 15:27


D-Link launches Wave 2 Unified Access Points
Posted 24-Oct-2019 15:07


LG Electronics begins distributing the G8X THINQ
Posted 24-Oct-2019 10:58


Arlo unveils its first video doorbell
Posted 21-Oct-2019 08:27


New Zealand students shortlisted for James Dyson Award
Posted 21-Oct-2019 08:18



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.