A bit confused about the process for an MDU Fibre install process

Forums › New Zealand Broadband › A bit confused about the process for an MDU Fibre install process

1 | 2 | 3 | 4 | 5

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2009918 8-May-2018 12:58

Now I'm even more confused, I got an update from Bigpipe this morning, stating Chorus is waiting for an update from their service company? I thought Chorus did the installations and owned the fibre?

Hi Dustin,

Hope you're doing well.

Chorus got back to us and advised that they have requested an update from the service company.

We'll keep in touch once we receive an update.

Apologies for the delays and thanks for your patience

Too many cooks in the kitchen

ZL2TOY/ZL1DMP

DarkShadow

1647 posts

Uber Geek
+1 received by user: 656

#2010117 8-May-2018 16:33

Taubin:

Chorus is waiting for an update from their service company? I thought Chorus did the installations and owned the fibre?

Chorus subcontracts the installation to a service company (VisionStream, Broadspectrum, UCG, etc), who in turn will further subcontracts the job to a tech (the guy that turns up at your house). You will note the guy turns up in a Chorus van wearing a Chorus vest, but he don't actually work for Chorus. If you look carefully on the Chorus van you will see a small logo of the service company he contracts for.

Chorus does own the fibre once it's installed.

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2010122 8-May-2018 16:35

Ah, thank you that makes sense. The guy that had shown up was in all Chorus gear. He did mention that he probably wouldn't be the one doing the actual install. Makes me wonder if that's part of the issue I'm having, if he was contracted to do it, and has decided not to for some reason.

ZL2TOY/ZL1DMP

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2015649 14-May-2018 11:52

Bigpipe seems to have simply stopped replying now. @ChorusNZ is there any way you could please look into what's going on here?

ZL2TOY/ZL1DMP

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2015680 14-May-2018 12:44

Welp, Bigpipe did finally reply, and has said @SparkNZ hasn't given them an update. They also don't seem interested in replying to me in this thread, even though they are very active when called out on other posts here. I guess I'm going to forget fibre since neither of them seem interested in actually fixing the issue, or even telling me what the actual issue is. Since BigPipe seems to be dropping IPV6 as well, I'll move off of them. Thanks for nothing Spark and Bigpipe!

ZL2TOY/ZL1DMP

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2015924 14-May-2018 16:31

Well, magically after informing them that I'm moving ISPs, and have signed up for a new one, they will "Have an update for me on the 24th but that's moot now". Give me a break, 2 hours ago, they couldn't tell me anything, magically when you leave, they are able to make something happen. Sorry Bigpipe, I'm fed up with you and your crap.

ZL2TOY/ZL1DMP

Dell

Shop now for Dell laptops and other devices (affiliate link).

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2016678 16-May-2018 10:15

Latest update, and this one is actually a good one. After speaking with Chorus on Twitter they sent someone out to check the situation today. This gentleman did the scoping, and found that we do, indeed, have fibre run to all of the buildings, and it should, indeed, be a pretty easy install. They are able to run the cables through existing conduit, and will not need to go through the concrete wall, as they can go through the soffit, since we have access through our apartment, to the attic space.

Fred walked me through the entire process, and answered my questions. This is a night and day difference from the last person that came out. I'm much happier now that I've been informed of what's actually there, what will happen, and what happens from here out. From the sounds of it, the previous person didn't even do the scoping work he was meant to do. He had been here all of 15 minutes, before saying "yep, it will be done in a week". Fred stated that never should have been stated, and he will make sure I'm informed of the forward progress.

I've switched off of BigPipe, and have been informed by Chorus they will be manually checking my install, and making sure there is very little delay due to the switch. I've signed up with VDSL through Voyager, so I don't have to wait, and have requested an upgrade to fibre. Chorus has been informed of this, and is watching for the upgrade request to come through. It's a relief to know that the main exterior work is completed (as I was sure it was previously) and actually seeing the fibre drop points at each building. Fred said he was surprised when he was told they hadn't run all of the buildings at once, but confirmed with me, they had in fact run them all at once.

Overall, I'm much happier this time around, at actually being informed of what's being done, what the process is, and what I need to do going forward. Hopefully it will be a lot less stressful going forward.

ZL2TOY/ZL1DMP

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2048402 3-Jul-2018 16:21

Just a quick update and more questions...

I had someone come out and do the scope (properly this time) as per the previous update. I hadn't heard anything about the install for a month, so I updated the request with Voyager, to ask them for an update. They stated they were waiting on an update from @ChorusNZ I waited two more weeks, before asking for an update again, this time they stated Chorus couldn't find the owner of my apartment. I replied with the details page for my apartment manager on the managment website, and haven't heard back (this was on June 28th). We had our quarterly inspection today, and I asked the apartment manager if she had heard form Chorus yet about the scope. She replied that they should have sent me the scoping information, and a form for the owner to fill out, and I'd have to forward that to her, so she can get the owner to consent. She stated this is how all of her installs have gone.

So it looks like I'm stuck again, who should I be pinging to get this going again? Is it Chorus, Voyager or my apartment manager? I just want that sweet sweet fibre installed.

ZL2TOY/ZL1DMP

VygrNetworkMonkey

181 posts

Master Geek
+1 received by user: 193

Trusted

Voyager

Lifetime subscriber

#2048650 3-Jul-2018 22:18

Heya @Taubin,

I'll rattle some cages for you - sounds like somethings dropped between the cracks.

Voyager Internet - Network Monkey

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2048690 4-Jul-2018 07:18

Thank you very much! It's highly appreciated.

ZL2TOY/ZL1DMP

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2049070 4-Jul-2018 15:20

Just another frustrating update. @ChorusNZ updated me on twitter. Apparently they still haven't completed the scope, and continue to be completely worthless. No flipping clue why that takes over 7 weeks, but apparently I'm still stuck. They really need to get their crap together. The fibre is already to the building (confirmed) the tech stated he can run the microduct up the outside of the building, into the eaves, and through our attic (which we have access to). Apparently this all takes more than SEVEN WEEKS to plan out and put on a piece of paper so my apartment manager can send it to the owner.

Seriously they need to sort themselves out.

ZL2TOY/ZL1DMP

Samsung

Shop now on Samsung phones, tablets, TVs and more (affiliate link).

VygrNetworkMonkey

181 posts

Master Geek
+1 received by user: 193

Trusted

Voyager

Lifetime subscriber

#2049075 4-Jul-2018 15:32

Taubin:

Just another frustrating update. @ChorusNZ updated me on twitter. Apparently they still haven't completed the scope, and continue to be completely worthless. No flipping clue why that takes over 7 weeks, but apparently I'm still stuck. They really need to get their crap together. The fibre is already to the building (confirmed) the tech stated he can run the microduct up the outside of the building, into the eaves, and through our attic (which we have access to). Apparently this all takes more than SEVEN WEEKS to plan out and put on a piece of paper so my apartment manager can send it to the owner.

Seriously they need to sort themselves out.

Heya @Taubin,

As promised, we are investigating and talking the Chorus machine.

Hopefully we'll have some info for you shortly (will DM you the details when I get them)

Voyager Internet - Network Monkey

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2049082 4-Jul-2018 15:45

Thanks, I appreciate it.

Just to be clear, my frustration isn't with you at all, it's entirely with @ChorusNZ and how worthless they've been with this install. It's been an ongoing issue for going on 4 months now. It's been a very confusing, frustrating process, entirely due to them. My apartment manager was a bit perturbed I had sent her information off, as it's apparently meant to all go through us instead of her being contacted by anyone else (according to her and the numerous installs she's done). I'm just very frustrated at this point. I'm normally pretty patient with things, but this has stretched my patience quite past the limits. Especially with Chorus responding to numerous other people and other threads, but ignoring me entirely with this, and me trying to get them to actually do their jobs. They have to be the most worthless company I've dealt with in New Zealand, which is saying a lot.

So again, I appreciate all you've done @VygrNetworkMonkey it's been helpful to have actual responses from you guys, you've been great with everything. It's a shame you have to deal with Chorus.

ZL2TOY/ZL1DMP

VygrNetworkMonkey

181 posts

Master Geek
+1 received by user: 193

Trusted

Voyager

Lifetime subscriber

#2050418 6-Jul-2018 12:10

Heya @Taubin,

I have some updates from Chorus and their contractor - I'll send them to you via PM.

The TL;DR version: You landlord was successfully contacted on the 2nd July and it's progressing. I'm unsure why your landlord has said otherwise.

Voyager Internet - Network Monkey

Taubin

592 posts

Ultimate Geek
+1 received by user: 243

ID Verified

Subscriber

#2050427 6-Jul-2018 12:29

Thank you for the update @VygrNetworkMonkey

It's a bit strange, as @ChorusNZ told me yesterday they hadn't finished the design yet, and the scope is still in process.

In fact, as I was typing this, they PM'd me on twitter to state it's not completed yet but has been escalated within their org, and things had changed between the original scope and now.

I've replied with more info. They haven't contacted my apartment manager, they contacted the body corp manager (two different people at two different companies). My apartment manager is the one that needs to approve the work within my apartment, not the body corp (who have already approved scoping for the complex, though according to Chorus that has changed for some reason).

ZL2TOY/ZL1DMP

1 | 2 | 3 | 4 | 5