Is there a way to get hold of Chorus directly?

Forums › New Zealand Broadband › Is there a way to get hold of Chorus directly?

Kyanar

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#116585 3-May-2013 11:14

So I'd say in the last four months I have probably logged no less than 30 jobs to Chorus via my ISP to fix my services, and in every single case their "temporary fix" either didn't fix the issue at all, fixed the issue for less than a day, or broke completely unrelated services that worked perfectly fine - they've finally gone so far as to completely break ALL of my services and then declaring "can't fix it" and leaving.

Is there some process for getting hold of someone at this incompetent organisation? And people complain about power companies - Chorus puts them to shame for abysmal technical service and zero customer service.

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cat
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#810699 3-May-2013 11:15

No I am afraid, it's managed through your ISP.

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johnr

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#810703 3-May-2013 11:17

You are not a Chorus customer as you do not pay Chorus, You need to deal with your ISP

Kyanar

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#810704 3-May-2013 11:17

Lovely. Because my ISP has had just as much luck as I have getting them to fix my issues.

ubergeeknz

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Vocus

#810707 3-May-2013 11:26

I'd speak my mind on Chorus' handling of exceptions, but like my mum always told me - if you don't have anything nice to say...

Just keep on them, that's the best thing you can do.

Kyanar

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#810709 3-May-2013 11:29

I've been keeping on them for six years with no success.

xpd

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#810719 3-May-2013 11:51

With Chorus, it can come down to the tech assigned to the job too.... has been mentioned many times on GZ where one tech has been useless, another comes along and fixes the problem in 2 mins.

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sbiddle

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#810722 3-May-2013 11:54

xpd: With Chorus, it can come down to the tech assigned to the job too.... has been mentioned many times on GZ where one tech has been useless, another comes along and fixes the problem in 2 mins.

And remember the tech isn't Chorus anyway - merely a service company.

Kyanar

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#810726 3-May-2013 12:04

xpd: With Chorus, it can come down to the tech assigned to the job too.... has been mentioned many times on GZ where one tech has been useless, another comes along and fixes the problem in 2 mins.

I can agree with this. I've had one single experience where the tech seemed interested in fixing the problem, spent positively hours trying to sort it out, and probably managed the longest temporary fix ever (worked for 3 weeks!)

Unfortunately, I didn't catch his name. And even if I did, there's no way to tell Chorus/Visionstream that you want a specific tech.

They really need some way to tell them what techs never to send again too though.

NZCrusader

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#810730 3-May-2013 12:23

Chorus have been unpleasant to deal with each time I have tried to contact them.

If you try to pressure them into providing an answer, they deflect or will not reply.

Their BUBA network is crap too.

Hope the regulated line rental charges get dropped heaps so they lose money.
Perhaps then they would try a different approach and actually try working for their money for a change.

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ubergeeknz

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Vocus

#810738 3-May-2013 12:38

The only thing that would change it is competition in the wholesale market. Right now there isn't any to speak of (at least wrt Residential services).

Cbfd

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#810747 3-May-2013 12:50

A bit more info regarding what is happening would be helpful

sbiddle

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#810759 3-May-2013 12:55

NZCrusader: Chorus have been unpleasant to deal with each time I have tried to contact them.

If you try to pressure them into providing an answer, they deflect or will not reply.

Their BUBA network is crap too.

Hope the regulated line rental charges get dropped heaps so they lose money.
Perhaps then they would try a different approach and actually try working for their money for a change.

Define "crap"?

ADSL / ADSL2+ broadband in New Zealand is a regulated offering with requirements that are set by the Commerce Commission. If you have issues or you believe your product doesn't meet their requirements they're the people to complain to.

At least Chorus have decided to exceed the Commerce Commission requirements with EUBA and WVS - in part by not enforcing per user handover dimensioning that forms part of the Commerce Commission regulated offering.

chevrolux

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#810808 3-May-2013 13:57

What issues do you actually have? I find it very very hard to believe a line can have that many issues that didnt get first within '30 jobs'.

While I agree some fault man are just simply useless they arent all bad. I know this because I have worked on the network and got everything fixed as soon as it was possible.

Kyanar

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#810811 3-May-2013 14:07

Whether you find it hard to believe or not is irrelevant - the line is simply that bad. One single technician decreed that the line condition was so bad that only an overlay would resolve the issues, and attempted to get Chorus to arrange one. They apparently did so, then cancelled because they deemed it "unnecessary".

Meanwhile, I'm stuck with a connection that will stay up for a maximum of 5 minutes at full speed (11Mb/s, 800m from a cabinet). It will also randomly drop and resync at 1Mb/s (which I believe would indicate that I'm connected to a Conklin, if it wasn't for the fact that I'm in Urban Auckland). Lately, the problem is that my router cannot establish a PPP session after bringing up sync - and the ISP sees no record of failed RADIUS authentication (which would indicate I've been connected to someone else's connection).

Rather than investigating the problems with the network, or resolving them, Visionstream techs (with one exception) implement fixes that last for hours at best, and when they do fail simply decree that the problem is my router, despite the fact that I have - literally - gone through 7 routers to try and disprove this.

I am curious who pays for callouts which address a fault - if it's Chorus, then surely by this point actually fixing the problem instead of slinging crud at the wall would cost less than the repeated callouts?

(Shock horror, this exact instant my second line- the faulty one- actually came back up. How long it stays up is anyone's guess).

myfullflavour

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#810855 3-May-2013 15:09

ubergeeknz: I'd speak my mind on Chorus' handling of exceptions, but like my mum always told me - if you don't have anything nice to say...

Just keep on them, that's the best thing you can do.

I'm stoked we don't have to deal with Chorus in Tauranga (for UFB).

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