Question on being able to block a fiber install in home unit block

old3eyes has passed details along to me here.

The relationship between the fault and the sale do not seem to be related, although i do feel the fault should have been looked at with a bit more detail, These cases are well past due and thus would be looking at a new fault.

This has been passed onto the outbound sales teams to look into the isolated case.

The upgrade to wireless for this customer datawise is a good move, If its ideal for the customer's situation that would really depend on discussions with the customer.

i'll sum this up with @JasonParis's comments previously on the situation. Having brushed sholders with Jason on Frequent disconnection issues I can personally say he really does feel this way. Copper is not going away, Fibre is the future but where wireless works all good.

Hi all,

Thanks for bringing me into the loop - first day back sorry and a bit to get through!

From the thread it does seem that some of the language being used by the team isn't right - so I'll get onto this tomorrow and sort it, plus listen to more of the calls to ensure that we get it right 100% of the time.

I also want to confirm that the copper network isn’t being shut down, but we do receive an average of 30,000 calls per month from customers who have a fault with their copper broadband. Therefore we are actively encouraging customers to move to either fibre or wireless broadband, depending on their individual needs. Copper broadband is an older technology that is not being invested in, in the way that newer technologies are by the lines companies and its a fact that this is turning up more and more as a poor customer experience for what is becoming an essential connection for many homes and businesses.

For customers who don’t need unlimited data, wireless broadband can be a game changer. Plug in and you are connected in minutes vs having to wait days or weeks for a technician from your lines company to connect you. The speed is significantly better than copper in most instances too. And because it runs over the mobile network, customers won’t have to worry about faults over winter or when it rains. If you don't need connected straight away and want unlimited data with the fastest speeds then fibre would be the best option for you or your business. However for businesses I'd still suggest you consider wireless broadband as a back up should your fibre drop.

From a service and sales perspective we have clear guidelines for our front line to explain where the product is or isn't appropriate, based on what other technologies are available at their address - and how they use their broadband. As it’s not always a black and white choice, we do need to ensure that clear expectations are set with customers. And as we know that there are a number of factors to consider, and we do offer a 30 day money back network guarantee.

Many New Zealand homes and businesses could have a much better connection than their current one. We see this because customers that have migrated to the wireless broadband give us great feedback and consistently recommend this product more than any other kind of broadband we sell. So we are comfortable going out and talking to customers about wireless broadband and fibre as both better options than copper.

Hope this helps.

Jason

https://www.geekzone.co.nz/forums.asp?forumid=39&topicid=207607&page_no=2#1704418

old3eyes

sbiddle

hio77