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70 posts

Master Geek


#259759 20-Oct-2019 09:17
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Hi There

 

I am hoping some one here might be able to help me. I am in the final stages of completing my new house in a new subdivision and have been trying to get a fibre connection to the house, I am with Vodafone and have been for many years. I rang the VF call centre to get a new fibre order underway however they couldn't find my address on there system I explained it is a new subdivision so not surprised. They took my address and started my account, a few days later I got a text and email from Chrous "Address valuation request requires additional information"  so thinking this is just a matter of sending the required information through to Vodafone I ring the call centre and get an email address to send it through. I waited several days nothing happened...I rung the call centre again and find they never sent the information...a day later another text from Chrous "Address valuation request requires additional information" after allot of discussion with the VF call centre I find they have my address wrong... corrected the address and waited another few days nothing happening, call VF call centre again order on hold? I email the information again and ask the order be taken off hold...still nothing happening.

 

This has taken at least 2 weeks and I haven't even got an order confirmation email from VF. At this rate I am becoming very concerned my family wont have internet when we move into our house...

 

I do like the Vodafone UFB packages however I am thinking I will be forced to move ISPs and will give Voyager a call during this week, if I get no joy from Vodafone.

 

Surely connecting a new house to fibre shouldn't be this hard?

 

Thanks

 

Michael


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5911 posts

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  #2340955 20-Oct-2019 09:24
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The issue is most likely @ChorusNZ rejecting the address and coming back to VodafoneNZ no such address so it ends up a ping pong game!

What do you get if you put your address into the ChorusNZ address checker?

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  #2340956 20-Oct-2019 09:26
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https://www.chorus.co.nz/tools-support/broadband-tools/broadband-checker

Cyril

 
 
 
 




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Master Geek


  #2340958 20-Oct-2019 09:27
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Thanks unfortunately Its not there yet...This must be the case for new subdivisions quite often?


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  #2340959 20-Oct-2019 09:32
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Yes sure is so can't really blame Vodafone here as a request from any ISP would get the same response from ChorusNZ

Are you sure the fibre is even live?



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Master Geek


  #2340960 20-Oct-2019 09:45
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Must be the Chrous map shows fibre available in the area.

 

The problem is VF call centre wont talk to Chrous outside of their normal procedures, I even sent through a subdivision plan and rates bill to Vodafone confirming the address as requested by the Chrous text. I wonder how this is normally sorted out with a new subdivision??


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  #2340961 20-Oct-2019 09:48
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So just a question is there actually any evidence of fibre in the street and at the edge of the section, ie chorus Street hardware .

Cyril

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  #2340962 20-Oct-2019 09:50
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Does the ChorusNZ map show fibre is available at your address?

VodafoneNZ use tools to request fibre via Chorus if it's not live in the Chorus tool then the fibre might not actually be ready for customers to be connected yet

 
 
 
 


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  #2340963 20-Oct-2019 09:51
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Just cause fibre is laid in the subdivision it does not mean the fibre running to your house is ready to be connected to the live network!



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Master Geek


  #2340966 20-Oct-2019 10:07
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There are green fibre ducts in the ground and a connection box at the edge of the section. My builder had his subcontractor run a black fibre tube from the connection box the the house were the ETP will be located.

 

Thanks

 

Michael




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Master Geek


  #2340967 20-Oct-2019 10:09
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That might be the case...


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  #2340968 20-Oct-2019 10:17
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Hi, as Linux has mentioned, in a new sub division like this, it may be that the contractors have laid Chorus ducting in the street, but its quite possible that at this stage there are no Chorus pits, or if there were there may not be any splitters and other hardware installed, and most importantly any fibre backhaul to the nearest exchange to connect to the OLT that feeds the street.

 

In Linux's first post he mentioned @ChorusNZ, hopefully the guys monitoring that user will check in tomorrow and should be able to advise the status of the network in your area, I suggest in the meantime you drop @ChorusNZ a DM linking this thread and tell him your address so he can dig into the status.

 

Cheers and best of luck

 

Cyril




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Master Geek


  #2340969 20-Oct-2019 10:24
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OK thanks will do...I might need to go on 4G wireless until its connected.

 

 


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  #2340985 20-Oct-2019 11:09
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michelangelonz:

 

OK thanks will do...I might need to go on 4G wireless until its connected.

 

 

DM @ChorusNZ here on Geekzone with the address and see what they have to say


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  #2341189 21-Oct-2019 09:11
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Are there other houses in the subdivision that are completed? If not and you're one of the first it's highly probably a Chorus network build is still required.

 

 


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  #2341233 21-Oct-2019 10:14
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Ill follow up with the AMA team to find out whats going on. Should just be a case of creating the address records so that Vodafone can place an order through our customer portal. ^Richard


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