Broken Roadside DSLAM still broken after 2 months but who to talk too...Telecom CS not helpfull

Forums › New Zealand Broadband › Broken Roadside DSLAM still broken after 2 months but who to talk too...Telecom CS not helpfull

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77 posts

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Chorus

#761598 13-Feb-2013 10:32

Andy

Thanks for your perseverence in getting through to someone who can take action.

Last night we got this via GZ, an email from Peter Lambrechtsen and via your call to the contact centre.

Chorus has arranged for a new cabinet wrapper to manufactured - the build and installation should be completed within three weeks.

In the meantime the local service company folks should be onsite this morning to make the cabinet watertight and ensure public safety.

Appreciate your community spirit in following through on this.

Sharesies kids

Free kids accounts - trade shares and funds (NZ, US) with Sharesies (affiliate link).

andynz

360 posts

Ultimate Geek
Inactive user

#761629 13-Feb-2013 11:29

ChorusVan: Andy

Thanks for your perseverence in getting through to someone who can take action.

Last night we got this via GZ, an email from Peter Lambrechtsen and via your call to the contact centre.

Chorus has arranged for a new cabinet wrapper to manufactured - the build and installation should be completed within three weeks.

In the meantime the local service company folks should be onsite this morning to make the cabinet watertight and ensure public safety.

Appreciate your community spirit in following through on this.

Thanks for this and the call to thank me too. It's not much fun being a squeaky wheel but if that's what it takes then I'm glad it worked for the safety of our local community. Better to avoid future accidents rather than look back with regret.

Jaxar

383 posts

Ultimate Geek

#761831 13-Feb-2013 16:37

ChorusVan: Andy

Thanks for your perseverence in getting through to someone who can take action.

Last night we got this via GZ, an email from Peter Lambrechtsen and via your call to the contact centre.

Chorus has arranged for a new cabinet wrapper to manufactured - the build and installation should be completed within three weeks.

In the meantime the local service company folks should be onsite this morning to make the cabinet watertight and ensure public safety.

Appreciate your community spirit in following through on this.

Any clarification on what was the correct steps that should have been taken here to resolve this or a similar problem?

Please note: I have a professional bias towards Vodafone.

andynz

360 posts

Ultimate Geek
Inactive user

#761836 13-Feb-2013 16:42

Jaxar:
ChorusVan: Andy

Thanks for your perseverence in getting through to someone who can take action.

Last night we got this via GZ, an email from Peter Lambrechtsen and via your call to the contact centre.

Chorus has arranged for a new cabinet wrapper to manufactured - the build and installation should be completed within three weeks.

In the meantime the local service company folks should be onsite this morning to make the cabinet watertight and ensure public safety.

Appreciate your community spirit in following through on this.

Any clarification on what was the correct steps that should have been taken here to resolve this or a similar problem?

Well perhaps until we here from a changed process inside Chorus just complain like hell. It seems to work for the moment:)

mattwnz

19387 posts

Uber Geek

#761838 13-Feb-2013 16:52

If this was a H&S issue, and your weren't getting anywhere, you could have made a complaint to OSH.

I complained to the council about a pipe sticking out of the ground on the pavement, that was easy to trip over as it was about 6 cm high and grey. It was one of those that they use for signs, but someone had removed the sign. It was a death trap for an old person who could trip over it. After months of telling the council about it, they hadn't done anything. Telling them that I was going to contact OSH , it was fixed the next day.

andynz

360 posts

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Inactive user

#761843 13-Feb-2013 17:01

mattwnz: If this was a H&S issue, and your weren't getting anywhere, you could have made a complaint to OSH.

I complained to the council about a pipe sticking out of the ground on the pavement, that was easy to trip over as it was about 6 cm high and grey. It was one of those that they use for signs, but someone had removed the sign. It was a death trap for an old person who could trip over it. After months of telling the council about it, they hadn't done anything. Telling them that I was going to contact OSH , it was fixed the next day.

Well it certainly is a health and safety issue and thanks for the suggestion, worth trying next time. Whether OSH would have any more luck getting through I really don't know. It seems to be who you know in Chorus rather than who you are.

I am prepared to give Chorus the benefit of the doubt in this case in the hope that they will actually change some CS procedures.

It would appear that a replacement cabinet had not been ordered until today after my complaints, 2 months after the tornado. It is not a good look certainly and Chorus really failed in this instance.

johnr

19282 posts

Uber Geek
Inactive user

#761846 13-Feb-2013 17:12

ChorusVan can you please make sure a master filter is installed and post line stats after the new cabinet wrapper is on

Thanks

(giggles)

ChorusVan

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Chorus

#761848 13-Feb-2013 17:22

Just spoke to the Head of Business Operations at Chorus and can advise;

The interim contact point for any obvious damage to the Chorus network (i.e. broken pillar or cabinet, damaged cable etc) is to make a free call to 120. This is the number for the Telecom Fault Centre who we have historically taken these calls from the public.

With the separation of Chorus and Telecom we have literally 1,000s of pillars, pipes and posts (and some cabinets) branded with the Telecom 120 contact number.

Chorus and Telecom are currently working on separating this out of the Telecom fault channel and setting up a standalone facility run by Chorus for the public to report these issues. We will provide both email and a call centre reception point for issues to be reported.

We are expecting to be able to make an announcement on this in the next 8-10 weeks.

Will post an update once this is ready to go.

Then there is just the small matter of changing the branding on all the existing posts, pillars & pipes . . .

Jaxar

383 posts

Ultimate Geek

#762082 14-Feb-2013 09:23

ChorusVan: Just spoke to the Head of Business Operations at Chorus and can advise;

The interim contact point for any obvious damage to the Chorus network (i.e. broken pillar or cabinet, damaged cable etc) is to make a free call to 120. This is the number for the Telecom Fault Centre who we have historically taken these calls from the public.

With the separation of Chorus and Telecom we have literally 1,000s of pillars, pipes and posts (and some cabinets) branded with the Telecom 120 contact number.

Chorus and Telecom are currently working on separating this out of the Telecom fault channel and setting up a standalone facility run by Chorus for the public to report these issues. We will provide both email and a call centre reception point for issues to be reported.

We are expecting to be able to make an announcement on this in the next 8-10 weeks.

Will post an update once this is ready to go.

Then there is just the small matter of changing the branding on all the existing posts, pillars & pipes . . .

Well that clears the question up satisfactorily for me. Thank you.

Please note: I have a professional bias towards Vodafone.

andynz

360 posts

Ultimate Geek
Inactive user

#762087 14-Feb-2013 09:34

ChorusVan: Just spoke to the Head of Business Operations at Chorus and can advise;

The interim contact point for any obvious damage to the Chorus network (i.e. broken pillar or cabinet, damaged cable etc) is to make a free call to 120. This is the number for the Telecom Fault Centre who we have historically taken these calls from the public.

With the separation of Chorus and Telecom we have literally 1,000s of pillars, pipes and posts (and some cabinets) branded with the Telecom 120 contact number.

Chorus and Telecom are currently working on separating this out of the Telecom fault channel and setting up a standalone facility run by Chorus for the public to report these issues. We will provide both email and a call centre reception point for issues to be reported.

We are expecting to be able to make an announcement on this in the next 8-10 weeks.

Will post an update once this is ready to go.

Then there is just the small matter of changing the branding on all the existing posts, pillars & pipes . . .

Hi Chorusvan. Can you please clarify that Telecom faults have been contacted and will now clearly pass on urgent issues to you. I have to reiterate I contacted 120 4 times over the 2 month period and clearly nothing happened. Telecoms outsourced call centre in Manilla or where ever it is incredible frustrating to deal with, if the fault option is not on their script screen they have no idea what to do. They are totally disconnected from our local situation and for all the best will in the world, outsourcing call centres does not work.

To reinforce - unless Manilla has been specifically told about this new situation yesterday or today and their screen "script" has been changed they are not going to be any help. Sorry but that is the way it currently is.

Chorusvan, if you have talked to Manilla then great this will help in the interim and thank you for taking this issue seriously and for putting future changes in place including an emergency line for immediate action. Just don't rely on 120 please!!!

ChorusVan

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Chorus

#762469 14-Feb-2013 16:37

Hi Andy,

You can be assured that the Telecom Faults leadership team (both onshore and offshore) will be reminding their teams the importance of handing these calls as per the current agreed process.

Thanks again for the feedback.

We will post an update once the new channel has been launched.

andynz

360 posts

Ultimate Geek
Inactive user

#786724 25-Mar-2013 15:54

Well here we are 6 weeks on from reporting the broken cabinet with a endless promises of concern, build and repair of the cabinet within 3 weeks.

What has happened.

Nothing.

Even the small tarpaulin which was used as a cover is long hanging down the back of the cabinet leaving hole in the side of the cabinet. Either the Chorus guys didn't put it back after accessing the cabinet at some point or the wind blew it off. Oh and now the rain is coming that should go nicely with taking out half the communities broadband and phone system.

No more benefit of the doubt over this, the lip service is just that, lip service without action.

Perhaps someone from Chorus could give me their name, it could come in handy when the Herald runs an article on the cowboy attitude to health and safety of Chorus, with a picture of the damaged cabinet, tarpaulin stuffed down the back of the cabinet and a few local people looking worried with their kids putting their fingers inside waiting the get electrocuted.

This is going to look really really bad for you guys at Chorus when someone gets hurt.

Am I pressing any buttons yet to get some action?????????

Talkiet

4689 posts

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#786729 25-Mar-2013 16:00

Do you have any photos of the cabinet you could post here? Perhaps that might be enough to prod people into action?

Note that Telecom and Chorus are now different companies - I've got nothing but an interest in making sure the Telecom customers on the cabinet continue to receive service and everyone remains safe.

Cheers - N

ps. I know most people are now aware that Telecom and Chorus are different - but there is the occasional person that missed the memo.

Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Bung

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#786738 25-Mar-2013 16:12

Presumably PeterL and ChorusVan are still subscribed to this thread so I don't think more pictures are needed.

andynz

360 posts

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#786739 25-Mar-2013 16:12

See the picture at the start of the post, it hasn't changed.

Yes I know about the separation of Telecom and Chorus. The trouble is that there is no direct way to contact Chorus and the link from Telecom CS to Chorus is at best, dysfunctional. It's a huge sluggish communication path with holes along the way for problems to be dropped.

I really have no other place to voice the safety concern. For all Chorus's re-branding they seem to structurally run the company like a 1970's English car factory. They really are hopeless. Sorry guys but you are. The difference in service between Vector and Chorus after our December tornado was like chalk and cheese. I can't speak highly enough of Vector. Organised, responsive and helpful with power back on just as fast s they could work. I won't go into the Chorus lack of service. It was only last week they filled in one of the holes where a cable join was made. The cable was repaired a couple of weeks after the tornado but the hole was close to being protected by the heritage trust having been there so long.

Chorus does not want direct contact with them.

Thanks for your concern but if you know someone in Chorus who can take some initiative (oxymoron) can you please pass this on.

Thanks

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