Chorus no-shows

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Goosey

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#2246738 28-May-2019 06:55

Maybe its the KPI metric causing lots of appointments to be missed because of the pressure to close tickets and / or quickly process tickets ahead of those.

trickle effect.... I wonder if the no shows get bigger at the start of each month?

hio77

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#2246786 28-May-2019 08:11

Goosey:
Maybe its the KPI metric causing lots of appointments to be missed because of the pressure to close tickets and / or quickly process tickets ahead of those.

trickle effect.... I wonder if the no shows get bigger at the start of each month?

?

I can confirm no shows have nothing to do with time of month.

Majority of these are actually rescheduled. But within bounds that aren't realistic for the customer.

Depending on how your provider handles chorus interactions there could be a human delay in these getting to you too.

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cddt

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#2247357 28-May-2019 20:19

I have PM'd @ChorusNZ with my details. Fingers crossed.

I went through my emails and text messages to document the communication I've had with the ISP and Chorus over the last two months, just to make sure I'm not going crazy.

4/4 - ISP advises I'm a MDU. I advise ISP that I am not.

6/4 - ISP advises Chorus has referred the MDU dispute to the consents team.

10/4 - ISP advises that scoping is booked for 12/4 and installation for 17/4.

12/4 - ISP advises that service company has changed these dates to 17/4 and 24/4 respectively.

15/4 - I receive a text message asking me to confirm the appointment on the 17/4. I do so.

16/4 - I receive another text message asking me to confirm the appointment on the 17/4. I do so.

17/4 - Chorus attends the scoping, identifies a problem. The tech said he "can't find the duct", which I'm not convinced is the actual problem, as it's clear where it's been dug between the pole and the grey tube on the boundary (the dig is still fresh enough that the grass hasn't grown back properly).

19/4 - I receive a text message asking me to confirm the appointment on the 24/4. I do so.

19/4 - ISP advises that the scope has changed to 3/5 and install for 10/5.

2/5 - I receive a text message confirming the appointment on the 3/5.

2/5 - I receive a call from Chorus to confirm that I will be at home on the following day, and that I have a modem ready (I do). They confirm they will attend the following day.

3/5 - No show by Chorus.

6/5 - I call Chorus to find out what happened. The person I spoke to just said that the installation date has been changed to 21/5.

7/5 - ISP advises that the booking date has changed to 30/5.

16/5 - I receive a text message asking me to confirm the appointment on the 21/5. I do so.

21/5 - No show by Chorus.

24/5 - ISP advises that there is are issues on the network. No date for further appointment is provided.

27/5 - I receive a text message asking me to confirm the appointment on the 30/5.

Now unfortunately this date (30/5) isn't going to work for me, so I'm going to ring up and try to change it tomorrow.

cddt

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#2248601 30-May-2019 17:03

Yesterday I received an update from both @ChorusNZ and my ISP (5 minutes apart, no less) that the install has been pushed back to the 28/6 due to network build required. However today a crew showed up from Chorus and did some digging, and have put down grass seed, so I assume they're done with the network build. Hopefully not too long to wait now!

arnies

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#2249047 31-May-2019 11:52

Where are you based out of interest?

cddt

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#2249083 31-May-2019 13:27

arnies:

Where are you based out of interest?

Technically "Mt Eden South" but some people also call it Balmoral. In Auckland.

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cddt

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#2254445 8-Jun-2019 16:56

Fibre was installed today. Great service by the crew who turned up. Thanks again to @ChorusNZ for getting things moving.

Jase2985

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#2254463 8-Jun-2019 17:43

nice what router? hg659?

cddt

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#2254509 8-Jun-2019 19:29

Jase2985:

nice what router? hg659?

Yes, exactly. Originally a Vodafone one but I flashed it with the BigPipe firmware. It originally came as surplus from one of my brother's flat moves.

Chorusnz

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#2255051 10-Jun-2019 09:06

cddt:

Fibre was installed today. Great service by the crew who turned up. Thanks again to @ChorusNZ for getting things moving.

@cddt No worries. Glad we could get you connected! ^Richard

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