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Topic # 129203 6-Sep-2013 20:08
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I enquired about a fault with snap, who passed it on to chorus to look at, and i heard nothing back since.
Chorus reportedly didn't tell snap anything further. But what they did do, was cut off my internet without notice at the exchange while inspecting the fault, and then turn up announced at my door nearly an hour later, saying they were here to inspect a fault. I actually had to go somewhere and missed part of what i had to go to because of this

I thought this was a one off. But then another friend's internet which kept dropping also had their net inspected, had a chorus tech turn up at their house when they weren't home, and called their mobile (which it seems they got from Snap?) asking if anyone was home.

I've seen at least one if not two posts on geekzone mentioning chorus not checking what times are available with the customer.

And today i hear about someones attempted VDSL install, where chorus turned up when they were at work.

 

So it seems this total lack of communication is standard. So whats happening here, is this the ISP not passing it on to the customer? Or the ISP not getting a window of available time from the customer and passing it on to chorus? Or what?

Your [insert tradesman here] doesn't turn up without notice so what's going on here?

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  Reply # 891090 6-Sep-2013 20:15
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people on low wages and no passion being led by incompetent people who cant lead and inspire them to perform well.

Im not attacking Chorus folk, its just a general statement which usually applies to 'mis-communication'.

edit:  naturally this is IMHO.  Employers need to motivate those who just turn up for a weekly pay day. 

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  Reply # 891093 6-Sep-2013 20:22
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Whoa crazy!  I had the exact same thing happen yesterday.  They left a message on my cell saying they would be round at my place in 15 mins (which i missed).  they didn't leave a name or number and when i got home there was a card to call.

I called Downer (who was the sub contractor) and they said the job had been cancelled about a month ago....leaving me none the wiser....

 
 
 
 


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  Reply # 891103 6-Sep-2013 20:54
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Goosey: people on low wages and no passion being led by incompetent people who cant lead and inspire them to perform well.

Im not attacking Chorus folk, its just a general statement which usually applies to 'mis-communication'.

edit:  naturally this is IMHO.  Employers need to motivate those who just turn up for a weekly pay day. 


It wouldn't be Chorus anyway, but a contractor.





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  Reply # 891109 6-Sep-2013 21:20
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chorus only indicate, if the job is to be completed before midday or between midday and the end of the day, it is up to your provider to advise, which slot your ticket falls within.

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  Reply # 891117 6-Sep-2013 21:38
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about 9 years ago I logged a fault with telecom as our phone had lots of crackle on the line, the chorus tech was early and I was not home so he clipped his phone on my pair and rang my mobile.
I was not happy about this as I never ring mobile phones due to pricing, anyway he said they were not issued with mobile phones and the dispatcher on the RT could only ring landlines so he did it all the time.
John




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  Reply # 891118 6-Sep-2013 21:39
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indeed chorus times are painful to say the least.. would love for them to give you more than, im planned to turn up on X day.. often it takes a fair bit of badgering to even work out if we are talking afternoon or morning..

my recent issue with chorus, tech fails to fix the fault due to lack of experience, says he will call me from the cabinet in a little, and assuring that the connection will be active by the evening.. 2 hours later, i call him to find out, he was never doing anything apart from reorganizing tech to come out that knew how to do it, the next day.

their communication seems appalling..


after that tech messing with jumpers and all, the tech the next day came along, restored the jumpers back to their original places, and then simply rebooted the line card - in-which he was meant to simply be doing rather than testing a VDSL VOIP line for adsl sync and a dialtone..


the bit that frustrated me the most, aside from the untrained tech not reading his notes before attempting to fix the issue, the fact that they assure you a solution will be completed, alone with stating they will call you within a little bit. - this was farthers day after-all, and i came racing home to make sure the tech could get the issue sorted, expecting to only be an hour or so rather than 3~4 hours of ring around the poesy to find out whats going on.




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  Reply # 891158 6-Sep-2013 23:58
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I had a recent Broadband problem ( Orcon)
Pleased to say they emailed and txt me when the Chorus tech was due to appear.
They appeared at the time indicated so all good.




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  Reply # 891174 7-Sep-2013 00:19
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^Right, so thats one case of a more accurate time being given.
johny99: chorus only indicate, if the job is to be completed before midday or between midday and the end of the day, it is up to your provider to advise, which slot your ticket falls within.

Also good to know.

So is this something the ISPs are not doing? This is not isolated to one ISP btw, while my mate and I are with snap, the other cases i saw were with other ISPs.

I'm wanting to know if this is widespread, and what the actual policy is on communication with the customer.  While i recognize chorus is using downer, transfield, etc as subcontractors, they are representing Chorus. All i know is chorus must be contacted through your ISP.
It's a waste of time and money to turn up to customers homes who arent there or ready for work to be carried out too.

A telecommunications company should be better at communication than other trades, not worse. That builder with his rugged phone and paper notebook manages to communicate and schedule in a proper time.

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  Reply # 891182 7-Sep-2013 02:00
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Fault gets logged by ISP, Very rough ETR can be viewed during the process, Few hours later (within business timeframes) the job is scheduled, This is another slightly less rough ETR often in the form of 11AM, 3PM, 5PM or 7PM, It is merely a schedule indicator of when the job is expected to be done.

As far as I am aware they simply have a list of jobs for the day and what can only be described as rough guesses on how long they will take, The tech may or may not decide to complete a site visit, Typically from what I've seen its from outside of the house as they test from the street and then want to test from inside.

The reality of it is they have no specific booking times as they have no idea how long a job will take and they estimate but may well come outside of those hours, Assuming they deem it necessary to visit the property.

Disclaimer: I book and deal with faults with chorus daily, This is my impression based on what I have seen but I'm certainly not an expert on the matter.




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  Reply # 891239 7-Sep-2013 11:17
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The reality is they probably have a dozen jobs to get through in the day not knowing how long each one will take or when they'll make it to the next one, let along time for phoning through ETA's, then phoning updated ETA's because the last job took longer that expected, then turning up early because the next job was a 2 minute fix ...




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  Reply # 891241 7-Sep-2013 11:25
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Chorus generally tell the ISP what day the Chorus contractor will turn up and if its a AM or PM job.

The ISP should be communicating this to the customer with the fault.

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  Reply # 891256 7-Sep-2013 12:10
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When we had our VDSL installed telecom told us we had an afternoon session, chorus man showed up at 9am. Luckily someone was home as we were not expecting him to just show up.

If you have arranged a time you should stick to it as others need to reorganise their schedules to be home.

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  Reply # 891289 7-Sep-2013 13:54
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I am amazed that people are expecting busy contracted trades to book in an exact time during the day.




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  Reply # 891298 7-Sep-2013 14:29
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richms: I am amazed that people are expecting busy contracted trades to book in an exact time during the day.


expecting a time, for things that cant be gauged till you look at the issue is unreasonable, but expecting some form of communication when plans change, would be rather... appreciated.. 




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  Reply # 891327 7-Sep-2013 15:40
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richms: I am amazed that people are expecting busy contracted trades to book in an exact time during the day.
Far far from it. You have to be ignorant or demanding to expect that, and it's not what i was describing above. But what is described above by several people is sufficient, just an AM/PM indication. The approximate hours is even better, but im talking about cases of not getting any of this.

So if that's the way chorus do things, it sounds like the ISP isn't passing it on.

Is there facility in booking jobs for customers to request "after this time" or "only on tuesdays and thursdays" or similar?

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