Chorus is utterly useless

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TheInfamousHOSS

21 posts

Geek

#171554 22-Apr-2015 16:25

Useless!!! Over 7 months waiting for 2 connections at the same address (1 residential, 1 business).

They refuse to answer to me, directing me to Vodafone and they aren't giving Vodafone any straight answers either. There is no-one to hold them accountable so they just do as they please.

They took 4 months to advise they needed something else for consent. Since then they have visited 3 times and changed their minds each time about where to run the connections and delayed the process each time. Each person who comes disagrees with the last even though they are from the same company!

Install date pushed out again today due to the need for Traffic Management (I haven't moved, traffic is the same as when you first visited!).

Someone needs to be held accountable for this. There's a national push to get everyone to embrace fibre, yet why would they when this is what happens?! 7 months with no internet... not impressed!

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Wheelbarrow01

1723 posts

Uber Geek

Trusted

Chorus

#1289861 23-Apr-2015 00:13

They refuse to answer to me, directing me to Vodafone and they aren't giving Vodafone any straight answers either. There is no-one to hold them accountable so they just do as they please.

Chorus have a very clear escalation procedure which all ISP's should be familiar with. Your ISP may not be following it correctly, if at all. If they were, they should most likely know the exact reason for the delays, so I do question whether your ISP is telling you absolutely everything they know (I'm just playing devil's advocate for a moment - not putting your particular ISP down at all)

When I have to escalate a fibre request as part of my role (which is most days to be honest), I generally get acknowledgement within 60 minutes, a first response within a couple of hours, and a full status update within 24-48 hours. If they need more time to answer my query or seek information from their service company, they are quick to let me know this so that I can keep my customer informed of what is happening.

If a clear course of action, satisfactory explanation or a resolution cannot be given, I can escalate further to the next level in the escalation process - this is a direct line to the Chorus fibre provisioning manager. This is usually very effective at garnering enough useful information, although there are a further two tiers in the escalation process that can be utilised if required.

What I am saying is that there is someone to hold Chorus accountable - your ISP. If they follow the documented processes there is really no reason for you not to know what's going on.

Having said all that, there is always going to be at least one exception to the rule, so I cannot speak with any authority other than what my experience has taught me.

I have no doubt the Chorus guys on GZ will get back to you soon with a meaningful update on what is causing the delay with your particular fibre request.

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

Chorusnz

430 posts

Ultimate Geek

Trusted

Chorus

#1292910 28-Apr-2015 12:46

Thanks to the OP for bringing this to our attention.

While the majority of installation do go smoothly, sometimes things do not go to plan. The majority of these are resolved via escalation with support from the ISP involved.

There were multiple factors that contributed to the delay in this instance, however once we were made aware of the situation we were able to get things moving.

^GL