New hyperfibre connection for our medical clinic

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9 posts

Wannabe Geek
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#3183144 17-Jan-2024 15:02

Linux: @sumitsamant no idea why a medial centre would need hyper Fibre.

I have helped setup many medial centres including counties medical out South Auckland from the IT side and even on 100/20 no issues now the default is 300/100

Medtech, My Practice etc don't need big bandwidth

Just go with Gb it will have all the bandwidth and more the practice will need

Thank you! that's very helpful. I will request 2 Degrees to not bother with hyperfibre.

sumitsamant

9 posts

Wannabe Geek
+1 received by user: 14

#3183145 17-Jan-2024 15:03

nztim:

Hyperfibre involves not only a x-gpon ONT at the end user site, but also at the local exchange as well hence long lead times.

Thanks! That clarifies things.

darylblake

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#3183588 18-Jan-2024 16:28

This is unusual.

If the clinic was already on normal fibre before installing hyperfibre then a regular ONT will already exist.
As for Hyperfibre they will install an additional xgs-pon ONT and the will likely be two fibres coming into the premises.

So there shouldn't be a loss of service at all if the old connection is kept intact until the new one is set up.

Aaron2222

221 posts

Master Geek
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#3183622 18-Jan-2024 18:30

ONT was stolen by the previous occupant:

sumitsamant: Unfortunately, there is no box. The previous occupant removed the box and took it with them.

Chills

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#3183737 18-Jan-2024 22:52

I am gonna give my 2 cents, but I have only worked with residential customers so things may differ.

When an ONT is removed by a previous occupant, the ISP (in this case 2degrees) will raise a fault with Chorus. Most of the time, there are next-day appointments available for a technician to come out and reinstall the ONT (this shouldn't differ for you as a business customer) I recommend trying to get in contact with 2degrees, let them know the ONT has been removed and they should place a fault nice and quickly then just get them to set you up on a 1Gbps connection. Then move on to Hyperfibre once everything is up and running for you.

There definitely shouldn't be an almost-month wait for an ONT reinstall due to removal by previous occupants. However if there somehow is then you MAY be able to get a temporary copper connection, this depends on 2 things:

If copper has been withdrawn in the area.
If Chorus will accept a copper connection order (for residential, if Fibre is available, Chorus won't accept a Copper order due to there being Fibre *this makes sense for residential*)

If #1 is the situation then it's up to 2degrees to possibly provide a Wireless connection but I'm not sure if they will.

If copper hasn't been withdrawn in your area, you may be able to get copper due to you being a business with quite a big importance being medical but again it's up to 2degrees and Chorus.

I hope this has some sort of information that's helpful.

quickymart

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#3183747 19-Jan-2024 00:06

As I said before, I have a feeling a full install has been requested as opposed to a fault being logged (for missing network), hence why the timeframe for install is a month away. If logged as a fault I imagine this would all be sorted/ONT reinstalled within a few days, subject to tech availability.

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sumitsamant

9 posts

Wannabe Geek
+1 received by user: 14

#3183774 19-Jan-2024 07:51

Update: I cancelled the original hyperfibrw connection request and submitted a new 1 gb fibre connection request. They expedited the connection and it went live yesterday. A fault for missing ONT box was then lodged yesterday. Chorus technician is scheduled to come today to install a new box.

I'm grateful for all your comments and suggestions.

quickymart

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#3183777 19-Jan-2024 08:00

Good news, so was I correct in saying 2degrees had submitted the wrong order type?

Bung

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#3183778 19-Jan-2024 08:00

We are grateful for your day job.

Linux

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#3183783 19-Jan-2024 08:10

@sumitsamant awesome great result 👏

nztim

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#3183788 19-Jan-2024 08:32

Chills:

If copper hasn't been withdrawn in your area, you may be able to get copper due to you being a business with quite a big importance being medical but again it's up to 2degrees and Chorus.

Copper is now stop sell in all areas where there is fibre (even if not withdrawn yet)

That means to activate a coppper connection

There has to be an in-flight fibre order with significant delays
Copper must still be intact
An escalation request has to be manually submitted including the fibre order number

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

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sumitsamant

9 posts

Wannabe Geek
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#3184112 19-Jan-2024 16:58

I got an email from 2 Degrees this afternoon that the problem had been resolved. I was on site and staring that the cable sitting on the window sill so I called them right away. Turns out they were trying to move the connection request to a different address and then log a fault with Chorus for a missing ONT box or whatever else they tried to explain they were doing.

Now, they are cancelling the move of address and then they are going to request Chorus for a new ONT box. Once that is done, they will have a new serial number for box, which they will activate their connection to.

Honestly, I do not know what to believe. This has to be the worst customer service experience of my life as far as I can recall.

I even emailed Sarah Rykers since someone had tagged her in this thread. That message is sitting unread for now. Does anyone else have another contact from 2 Degrees here they can recommend?

Linux

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#3184117 19-Jan-2024 17:20

Sarah could be on holiday

CamH

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#3184134 19-Jan-2024 18:49

sumitsamant:

I got an email from 2 Degrees this afternoon that the problem had been resolved. I was on site and staring that the cable sitting on the window sill so I called them right away. Turns out they were trying to move the connection request to a different address and then log a fault with Chorus for a missing ONT box or whatever else they tried to explain they were doing.

Now, they are cancelling the move of address and then they are going to request Chorus for a new ONT box. Once that is done, they will have a new serial number for box, which they will activate their connection to.

Honestly, I do not know what to believe. This has to be the worst customer service experience of my life as far as I can recall.

I even emailed Sarah Rykers since someone had tagged her in this thread. That message is sitting unread for now. Does anyone else have another contact from 2 Degrees here they can recommend?

It may be one of those times where it's just better to try another ISP. Someone smaller, like Voyager or Lightwire Business will be able to put in a 1G connection request for same day and then an immediate fault for a missing ONT. Realistically, if you did this Monday, you should have a new ONT and working connection late Tuesday.

quickymart

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#3184202 19-Jan-2024 21:34

I agree, this is starting to get beyond a joke. Have a look at someone like Voyager as suggested above, or a company like Quic are quite active on this forum, maybe they could assist.

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