Another botched Chorus install.

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#2114041 25-Oct-2018 19:52

Would you Adam and Eve it we have Fibre :)

After being switched twice to a Fibre plan and having our DSL cut off even though they hadn't even got it to the house I get a phone call yesterday from the Chorus tech saying they are in the area and can they come around in five minutes and finish the job. Sure I said.

It turns out I'm the last house from the manhole cover and the pipe outside our boundary runs across the front of the property to the other side and then 90 degrees into my property. He tells me they gave up trying to get it through the pipe as there are two blockages so they ended it on the side of the property closest to the manhole.

That's not great because it now means they have the run the cable along the fence line and then across a concrete driveway in under the house. It makes it easier to do the job under the house but it now means I have a wonky line cut into our light grey driveway which has been filled with black and an ETP on the front of the house and not the side of the house where it would be hidden.

But true to their word it's now up and running. The install is nowhere near a clean and tidy as I would like but I had no choice, as friendly as they were they were not going to do it any other way and I gave them 3/4 different options.

Now I have to upgrade from Fibre100 to 200 because the kids are streaming YouTube on their phones and it's killing it for the rest of us !!

quickymart

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#2114179 26-Oct-2018 07:23

You should be able to do that on Fibre 100. I had 5 connections running at the same time when I first got fibre (3 people streaming YouTube) and it was more than enough bandwidth.

itxtme

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#2114273 26-Oct-2018 10:10

^ likely your wifi is being saturated, ie. cant supply enough local bandwidth. What setup are you running?

martyyn

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#2114291 26-Oct-2018 10:27

itxtme:

^ likely your wifi is being saturated, ie. cant supply enough local bandwidth. What setup are you running?

ONT to standard Huawei with its wifi turned off and a GrandStream on the ceiling. It's not the dead center of the house but it's not far off. We'll have a tablet in the kitchen streaming music and three teenagers on Chromebooks/phones doing homework/streaming music/video I can see vastly different speeds on my own phone depending where I am in the house.

The important stuff, my office and the apple tv are on ethernet, but all suggestions are welcome.

pctek

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#2115115 27-Oct-2018 19:15

Friend got final connection yesterday. It was great, she started watching a streamed program, it lasted all of 30 mins and now the ONT is dead. No net, no ph, red light on ONT.

Apparently Spark and Chorus have no clues, she's on a "48 hr" wait now.

MFI

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#2117094 30-Oct-2018 20:16

pctek:
Friend got final connection yesterday. It was great, she started watching a streamed program, it lasted all of 30 mins and now the ONT is dead. No net, no ph, red light on ONT.

Apparently Spark and Chorus have no clues, she's on a "48 hr" wait now.

Red optical light on ONT means no light from the network. most likely a failed splice at the ONT, ETP, or FAT. Did the tech leave a job completed card?

hio77

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Lizard Networks

#2117095 30-Oct-2018 20:20

pctek:

Friend got final connection yesterday. It was great, she started watching a streamed program, it lasted all of 30 mins and now the ONT is dead. No net, no ph, red light on ONT.

Apparently Spark and Chorus have no clues, she's on a "48 hr" wait now.

I'd highly suspect things are lost in communication somewhere along the lines.

we will be able to tell there is no service and chorus's tests would confirm this.

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martyyn

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#2117285 31-Oct-2018 10:33

Ok, so best part of a week later here are some thoughts.

I have the ONT and modem behind the tv cabinet. In order to get it going they removed my Sky box from the powerboard, so that's a week of recordings we have missed out on.

A shell with huge sentimental value to my wife and daughter has been damaged. It sits next to the tv cabinet and has been turned upside down to hide the damage. Whether that was the installers or not I can tell but they would have brushed passed it to move the tv cabinet. I know I should have done it for them, but I had to collect my daughter from school and I have to give them the benefit of the doubt anyway.

The cut across the concrete driveway looks like it was done by a blindfolded, one armed, 5 year old sitting on a space hopper. It's been filled in with dark tar chips which looks great against the almost white concrete. It's right outside our kitchen window too so I will forever see it. A straight line I could handle.

They left wire cut offs behind the tv as well as all the mess associated with cutting through the floor and wall. Wires, tubing and a pair of pliers were left in the garden and they trampled the flowers where they installed the ETP. Access was easy to that point on the house so there was no need for that but flowers grow back I suppose.

As for the speed. In the house it appears to be fine apart from the wifi getting sluggish with everyone at home after school. But in my office at the end of a 30m Cat6 cable I can test it three times in five minutes and have anything between 40Mbps and 100Mbps. It's never the same thing twice.

We also appear to be getting a new IP fairly regularly. Almost every night we have to trigger Getflix to update, that's starting to get on my nerves.

Coil

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#2117289 31-Oct-2018 10:44

martyyn:

As for the speed. In the house it appears to be fine apart from the wifi getting sluggish with everyone at home after school. But in my office at the end of a 30m Cat6 cable I can test it three times in five minutes and have anything between 40Mbps and 100Mbps. It's never the same thing twice.

We also appear to be getting a new IP fairly regularly. Almost every night we have to trigger Getflix to update, that's starting to get on my nerves.

The above is quite annoying but as you said should have taken precautions.

I feel that if you have multiple people using the network and you are testing the bandwidth AKA saturating your own network - yes you will experience saturation at those times.. Wifi is not a reliable way to receive or transmit data, it will probably be the reason why its slowing down.
Go grab a modem with bandwidth monitoring and see what is going on but id say there is no fault.

nickb800

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#2117291 31-Oct-2018 10:48

The 'tar chips' sounds like asphalt, which is against their own guidelines - should be asphalt repair in asphalt, cementitious repair in concrete.

Chorusnz

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Chorus

#2117341 31-Oct-2018 12:27

martyyn:

Ok, so best part of a week later here are some thoughts.

I have the ONT and modem behind the tv cabinet. In order to get it going they removed my Sky box from the powerboard, so that's a week of recordings we have missed out on.

A shell with huge sentimental value to my wife and daughter has been damaged. It sits next to the tv cabinet and has been turned upside down to hide the damage. Whether that was the installers or not I can tell but they would have brushed passed it to move the tv cabinet. I know I should have done it for them, but I had to collect my daughter from school and I have to give them the benefit of the doubt anyway.

The cut across the concrete driveway looks like it was done by a blindfolded, one armed, 5 year old sitting on a space hopper. It's been filled in with dark tar chips which looks great against the almost white concrete. It's right outside our kitchen window too so I will forever see it. A straight line I could handle.

They left wire cut offs behind the tv as well as all the mess associated with cutting through the floor and wall. Wires, tubing and a pair of pliers were left in the garden and they trampled the flowers where they installed the ETP. Access was easy to that point on the house so there was no need for that but flowers grow back I suppose.

As for the speed. In the house it appears to be fine apart from the wifi getting sluggish with everyone at home after school. But in my office at the end of a 30m Cat6 cable I can test it three times in five minutes and have anything between 40Mbps and 100Mbps. It's never the same thing twice.

We also appear to be getting a new IP fairly regularly. Almost every night we have to trigger Getflix to update, that's starting to get on my nerves.

I’m sorry to hear of the experience you’ve had. We do expect our technicians to take the utmost care during their work, however I realise this does not always happen and we would like to make sure your feedback/experience is taken on board. If you could please send us a private message with your address so we would be more than happy to follow up on it.

On the reinstatement of your driveway, sounds like they have used asphalt as a temporary cover. We reinstate work with like for like materials to the best of our ability and so I would expect the team to be back out again to replace the asphalt with a permanent concrete fill. I’ll follow this up with the field team as well to make sure it’s done in a timely fashion.

^Richard

Walmeister

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#2147567 19-Dec-2018 09:31

Well, Monday it was all going so well... The installers were in early, and connected it all up, and then ... nothing. The light came on to say it was connected to the network, but there was nothing coming down the line...

The installers rang HeadOffice, and told me that the network information they had for my property was for a different physical position(?) and that they would try to get it sorted.

Wednesday now, texted the tech for an update - told me it had been passed to another team, so I asked StuffFibre if they could chase it from their end.

"We need to do some work on the records for this order before we can proceed. We've sent it to our records team to investigate, and will notify you once the order is ready to schedule."

Anyone got any idea what that means?

Wheelbarrow01

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Chorus

#2147709 19-Dec-2018 11:20

Walmeister:

Well, Monday it was all going so well... The installers were in early, and connected it all up, and then ... nothing. The light came on to say it was connected to the network, but there was nothing coming down the line...

The installers rang HeadOffice, and told me that the network information they had for my property was for a different physical position(?) and that they would try to get it sorted.

Wednesday now, texted the tech for an update - told me it had been passed to another team, so I asked StuffFibre if they could chase it from their end.

"We need to do some work on the records for this order before we can proceed. We've sent it to our records team to investigate, and will notify you once the order is ready to schedule."

Anyone got any idea what that means?

It means the records for the fibre network laid in the street do not match what is physically present. Possibly the tube allocation/drop off recorded for your property is not actually terminating at your property, but at another property in error. I am speculating of course, but it does happen from time to time. The records team will investigate and take the required action to get it resolved.

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

andyb

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Spark NZ

#2147714 19-Dec-2018 11:40

"The cut across the concrete driveway looks like it was done by a blindfolded, one armed, 5 year old sitting on a space hopper." - still giggle every time i read this!

andyb

Walmeister

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#2147997 19-Dec-2018 16:30

Wheelbarrow01:

Walmeister:

Well, Monday it was all going so well... The installers were in early, and connected it all up, and then ... nothing. The light came on to say it was connected to the network, but there was nothing coming down the line...

The installers rang HeadOffice, and told me that the network information they had for my property was for a different physical position(?) and that they would try to get it sorted.

Wednesday now, texted the tech for an update - told me it had been passed to another team, so I asked StuffFibre if they could chase it from their end.

"We need to do some work on the records for this order before we can proceed. We've sent it to our records team to investigate, and will notify you once the order is ready to schedule."

Anyone got any idea what that means?

It means the records for the fibre network laid in the street do not match what is physically present. Possibly the tube allocation/drop off recorded for your property is not actually terminating at your property, but at another property in error. I am speculating of course, but it does happen from time to time. The records team will investigate and take the required action to get it resolved.

So now they have told me that the estimated date of fixing my install is 9 January... Sigh... Where is Superman when you need him :)

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