Any alternatives to Chorus? Cannot get VDSL or fibre connected/repaired

Forums › New Zealand Broadband › Any alternatives to Chorus? Cannot get VDSL or fibre connected/repaired

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#2899549 10-Apr-2022 17:30

Hi yes absolutely it's choruses issue, but you as a home owner have no relationship with Chorus, it's your ISP who does that on your behalf.

Cyril

brickman14nz

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#2899553 10-Apr-2022 17:34

Thanks Cyril, Orcon have submitted another network fault today requesting a tech so fingers crossed. There doesn't seem to be any Chorus SLA on this stuff and I have logged 7 tickets now - 6 closed with fictional notes and non-attendance on site.

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#2899555 10-Apr-2022 17:39

brickman14nz:
Thanks Cyril, Orcon have submitted another network fault today requesting a tech so fingers crossed. There doesn't seem to be any Chorus SLA on this stuff and I have logged 7 tickets now - 6 closed with fictional notes and non-attendance on site.

Have you made a formal complaint?

quickymart

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#2899560 10-Apr-2022 17:54

quickymart:

What's the status of your fibre order?

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#2899561 10-Apr-2022 17:56

To me this sounds very much like the ISP/RSP you signed up with were particularly useless with understanding the issue and following it through with Chorus.
I know everyone will tell me I am wrong but have you tried signing up with Spark or Voyager as both ISPs should be able to follow it through to completion and not let Chorus off the hook for not providing service unless there is a compelling reason such as Chorus wanting to charge some fee for reconnecting to their network. Often some ISPs will just balk at the cost and close the case rather than owning it.
If it’s been disconnected then Chorus do charge a reconnection fee which is more than a standard intact connection to get yourself reconnected to their network. The ETP/OTP on the side of your house is their demarcation point for where their network and responsibilities start / end. If that has been cut or disconnected they charge a fee to reconnect it.

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#2899638 10-Apr-2022 22:58

nztim: Pinging @wheelbarrow01 can you get this blokes copper cable fixed?

Apologies for the delays response - I generally don't browse GZ on the weekends. I've read this thread in full and there's obviously more to the story but no point speculating.

@brickman14nz can you please flick me a PM with your address details and any other info you have - ticket numbers etc. I'll check in and confirm what's happening on the Chorus side and see if we can get you some help on this.

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

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#2899674 11-Apr-2022 08:26

Wheelbarrow01:

Apologies for the delays response - I generally don't browse GZ on the weekends. I've read this thread in full and there's obviously more to the story but no point speculating.

Don't apologise you are not on call :)

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

brickman14nz

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#2899931 11-Apr-2022 16:22

Hi all, an update after a Chorus engineer arrived on site today, woohoo!

There's no copper left in the street hence no way to connect me for VDSL, power poles have been replaced and therefore no connection options left to the house, fibre the only option.

Chorus have advised they've replaced the local tech provider so have no one trained to do installs currently hence the 3 month wait so far.

I'll keep trying my daily calls to them and see if that speeds things up, Orcon as ISP are also going to chase from their side on the fibre order.

Fingers crossed the communications mix-up is resolved - Chorus tech today said 97.4% of installs are done within 2 weeks, I guess I'm part of the lucky 2.6% ;-)

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#2899946 11-Apr-2022 16:50

brickman14nz:

Hi all, an update after a Chorus engineer arrived on site today, woohoo!

There's no copper left in the street hence no way to connect me for VDSL, power poles have been replaced and therefore no connection options left to the house, fibre the only option.

Chorus have advised they've replaced the local tech provider so have no one trained to do installs currently hence the 3 month wait so far.

I'll keep trying my daily calls to them and see if that speeds things up, Orcon as ISP are also going to chase from their side on the fibre order.

Fingers crossed the communications mix-up is resolved - Chorus tech today said 97.4% of installs are done within 2 weeks, I guess I'm part of the lucky 2.6% ;-)

Really I find this hard to believe!

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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#2899989 11-Apr-2022 19:04

@brickman14nz did you message wheelbarrow01?

quickymart

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#2900010 11-Apr-2022 20:24

No point calling Chorus, they won't be able to "speed anything up" for you. All this sort of thing goes through your provider - who have a process in place to escalate an order if required.

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#2900026 11-Apr-2022 21:29

quickymart:
No point calling Chorus, they won't be able to "speed anything up" for you. All this sort of thing goes through your provider - who have a process in place to escalate an order if required.

Sorry I don’t buy what that chorus man said about “no one trained in the area” to install fibre and its 3 months away - if that were true and they cant offer VDSL until its installed I would be going to the TDR

Thats just sounds fishy to me

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

quickymart

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#2900076 11-Apr-2022 22:45

I agree that this part does sound odd - OP: if I were you, I'd send a message to Wheelbarrow to follow up.

Wheelbarrow01

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#2900099 12-Apr-2022 02:25

quickymart:

I agree that this part does sound odd - OP: if I were you, I'd send a message to Wheelbarrow to follow up.

Yes the OP got in touch on Monday and I am having the situation looked into. There are a couple of unique circumstances in this scenario:

This looks to be in a copper withdrawal/PSTN shutdown area, so getting a new copper line installed may not be straight forward and spare pairs are apparently thin on the ground.
The inflight fibre order may be impacted by our Field Service Agreement currently being transitioned from one service partner to another, but I don't think the technician's comments re trained staff were accurate.

It's too early to provide a definitive update just yet but I am following up on both the above points and I hope to have a better picture and a way forward shortly.

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

raytaylor

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#2900104 12-Apr-2022 07:10

Wheelbarrow01:

...copper withdrawal/PSTN shutdown area...
...Field Service Agreement currently being transitioned from one service partner to another, ...

I feel like one of those cancels the other one.

Ray Taylor

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