How to prove to an ISP that a property has fibre?

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AdamGZ

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One NZ

#3249638 16-Jun-2024 12:40

Hi @kiwifidget,

I apologise for the poor experience you had with us. I understand how frustrating it must have been for both you and your sister.

It would be great to gain some insight on your experience, to help us improve and ensure this doesn't happen again, could you please provide me with any additional details? This could include your account number, address, case reference, or the name of the representative you spoke with.

Your feedback is valuable to us, and it will be used for training and improving our services.

Look forward to hear from you.

Thanks,

Adam | One New Zealand

CYaBro

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#3249647 16-Jun-2024 13:18

AdamGZ:
Hi @kiwifidget,

I apologise for the poor experience you had with us. I understand how frustrating it must have been for both you and your sister.

It would be great to gain some insight on your experience, to help us improve and ensure this doesn't happen again, could you please provide me with any additional details? This could include your account number, address, case reference, or the name of the representative you spoke with.

Your feedback is valuable to us, and it will be used for training and improving our services.

Look forward to hear from you.

Thanks,

Adam | One New Zealand

A quick check by the One staff member on the chorus coverage area map would have shown them that fibre is available at the address.

Opinions are my own and not the views of my employer.

Jase2985

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#3249657 16-Jun-2024 14:01

CYaBro:

A quick check by the One staff member on the chorus coverage area map would have shown them that fibre is available at the address.

or you know look for the ONT serial number in the chorus database

insane

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#3249709 16-Jun-2024 20:30

Jase2985:
CYaBro:

A quick check by the One staff member on the chorus coverage area map would have shown them that fibre is available at the address.

or you know look for the ONT serial number in the chorus database

Frontline staff at ISPs don't always have direct access, some have an internal tool/app that they use when all provisioning is automated and abstracted. It's not like there's one master list of all the LFCs ONTs that gets updated in real-time. ISPs have to create these themselves. Some of the smaller LFCs still send CSVs every so often, and new addresses are frequently missed.

But yes, if ISPs are only building happy path customer journeys then the jokes on them.

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