A bit confused about the process for an MDU Fibre install process

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#2002791 26-Apr-2018 13:31

Well, I just got an update from Chorus themselves on Twitter, stating Bigipe was informed that consent wasn't completed, and they would not move forward with the install. I'm furious with BigPipe right now, how bloody worthless.

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#2002816 26-Apr-2018 14:24

how do you know its bigpipe?

and surely consent must be in place if you have already had the scoping visit. so i dont think its bigpipes issue

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#2002817 26-Apr-2018 14:30

I've had a ticket open with BigPipe since the 31st of March with an unrelated issue. When I pinged both BigPipe and Chorus on Twitter, Chorus stated they informed BP on the 24th about the apparent lack of consent. BP then replied and said "we dropped the ball on this, sorry".

I was of the understanding consent was done by the body corp, there are others in the same building with fibre installed. I've pinged my apartment manager to see if we are missing something or what. Needless to say, I'm completely infuriated with BigPipe and will be moving off of them as soon as I calm down a bit. I'm waiting on 2Degrees to get back with me, as my address doesn't show on their website for internet.

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#2002820 26-Apr-2018 14:35

DO NOT CHANGE COMPANY'S HALF WAY THROUGH AN INSTALL

you shouldnt have had a scope if there was no consent.

Taubin

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#2002824 26-Apr-2018 14:39

Jase2985:

you shouldnt have had a scope if there was no consent.

So what do I do now, both are saying I don't have consent, even though there are others in the building with fibre. It shouldn't have been scoped in the first place, we should have been informed in the first place that it wasn't doable, we should have been informed once it was found to not be doable, I've now wasted an entire day waiting around for nothing because neither (and again, I fully blame BigPipe here), took the time to inform us of any of it.

I know BP doesn't have phone support, which is totally fine, but to have no updates to a ticket since the 5th (now 21 days) and not getting a response when I've asked for an update is absolutely unacceptable from any company.

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#2002827 26-Apr-2018 14:44

i know you angry, but this is not a rare case, it actually happens quiet frequently. i wouldnt fully blame bigpipe, they just place the order on your behalf, after that its chrous' that does all the work. bigpipe are just the messanger.

because you issue isnt urgent i would suspect you wont get a response for a bit

i cant remember bigpipes support person on here else i would tag them

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#2002829 26-Apr-2018 14:48

BigPipes support person has been gone from here for quite a while.

The ticket I've had opened with them is completely unrelated to the fibre install, and is an issue with their networking side (it's the networking team that has control of it apparently, they were "working with Chorus" on it). I'm completely unable to get to some sites without them timing out multiple times. I've mentioned it on here a few times. I know New Zealand isn't exactly known for any of their customer service, but 3 weeks with no update on an issue that affects multiple websites (all seeming to be from peering or lack thereof), is completely unacceptable. It makes many sites (reddit, arstechnica, stuff and others) completely unusable.

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#2002934 26-Apr-2018 16:54

So what has happened between the 12th (scoping) and the 24th when you were told you don't have consent?

I have been in the same situation as you - waiting at home for an installation tech who had been canceled without that information being passed on to me. Frustrating to say the least.

There is no advice I have for making it easier apart from sit tight, be patient and wait for things to sort themselves out.

You might get fibre in time for christmas...

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#2002964 26-Apr-2018 17:03

There were no changes on my end as far as the changes. I've confirmed that over a quarter of the apartments in my complex have fibre already, including the one directly below us.

I'll be with another provider well before Christmas lol

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#2003175 27-Apr-2018 01:12

Jase2985:
DO NOT CHANGE COMPANY'S HALF WAY THROUGH AN INSTALL

you shouldnt have had a scope if there was no consent.

Normally I would agree with the above. But presumably there are no longer any in progress fibre connection orders for the OPs apartment in the Chorus system. (check with Chorus directly of course).

So the OP might as well get their new ISP to place a new order for fibre. This would also be cheaper. As Chorus would be charging Bigpipe a provisioning fee to get the fibre connected. And if they churn straight after the fibre is connected. Their new ISP will get charged a second provisioning fee. These fees always get charged to the end user. Either directly as a joining fee. Or by locking the user into a fixed term contract.

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#2003180 27-Apr-2018 06:30

So I've confirmed there are over a quarter of the apartments in my complex with fibre, including the one directly below us. I was over the understanding that the body corp was the one to give consent for the entire complex. Is this not the case? I don't understand how they could scope, and not have consent. The process was supposed to be made easier for people in MDU's I thought. I'm quite frustrated with the entire thing, especially since BP was told two days before my install date, and never informed me that there was an issue. It seems strange to me as well, that this suddenly popped up two days before my install. It seems like a consenting issue would have been known well before then.

As for switching, it's going to happen either way, I've been having an issue with my BP connection since last year, and have opened many tickets with no fix (I've made a few posts here about it). With the most recent one not having any sort of response for 3 weeks, and no response after asking for an update over a week ago, I'm over it with them. I don't see how it could change anything with a fibre install, since apparently there's no install happening. I specifically waited until others in the building had the install completed, and the MDU process was supposed to be sped up to avoid these issues. I guess I just haven't waited long enough.

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#2003284 27-Apr-2018 08:54

i imagine you would have had the same issue no matter what ISP you were with.

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#2003290 27-Apr-2018 08:57

My issues with BigPipe are beyond just this, which is why I'm so ticked off at them. I would be switching ISPs no matter what, their support is pretty much non-existant at this point, even with issues that are definitely (and admittedly by them) on their end. I was going to switch after the fibre was installed, but since it looks like that's not going to happen, I'll just switch anyways. For all the talk of fibre installs being easy and much better now, it certainly doesn't seem to be the case.

Neither BigPipe nor Chorus seem to be able to tell me what I need to do from here either. It's like they want to make sure people aren't moved to fibre, no matter how badly they want to be.

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#2003295 27-Apr-2018 09:10

all i can say is just wait. your experience is not unique, and the time its taken so far is no were near average, infact its well less

so just wait.

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#2003444 27-Apr-2018 12:26

I just want to be clear here as well, I'm not as upset that there is an issue, as I am with the lack of response from BigPipe. I fully understand things happen, especially when it comes to anything electronic, however to not have a response on a ticket I've had open since the 31st of March, even after asking for some form of reply, is completely unacceptable.I wouldn't take that from any company, and is fully the reason I'll be switching off of BigPipe.

As for the fibre, of course I'm upset about it, however, I also understand why it happened. However, to have zero update from Bigpipe on this as well as the other (completely unrelated) issue, is completely unacceptable. I took yesterday off, and sat around waiting for a tech to show up because they never notified me, when they were notified two days before. Had they said "Sorry there's an issue, it won't be installed on Thursday" I would have been absolutely fine with it. However, when I chased them up on twitter yesterday (before chasing up Chorus on twitter), they said "We've looked and it appears as though everything is fine, the tech should call you a half hour before he shows up" THEN I was told by Chorus that there's a consent issue. I don't like being lied to by anyone. Especially someone I'm paying for a service.

That's what's completely and absolutely unacceptable. Not responding to issues, then lying to the customer is not the way to do business. I know they'll never see this as they've removed their people from here, but it still needs to be out there so others are aware of how they are now conducting business. I've been with them for many years and never had a complaint, until things on their end changed, and I started having issues. I don't have loyalty to any company, and them even less so now.

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