No room in cabinet?

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Behodar

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#151434 25-Aug-2014 14:20

Hi,

A friend ordered UFB two months ago and it's been a bit of an uphill battle, but last week his ISP (not naming names at this stage) told him that it'll be installed on Tuesday (tomorrow).

However, a few minutes ago, my friend got a call from his ISP stating that they've had to cancel his installation because there is no room in the cabinet and won't be until next March. Does that sound right?

It seems fishy that a brand-new service would already be at capacity, so I decided to make this thread and see whether there's likely to be any truth to it, or whether he's being given a runaround. What do the experts think? :)

Edit: I should point out that the fibre has already physically been installed, but he doesn't have an ONT and it's therefore not yet connected at the house.

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#1115197 25-Aug-2014 14:42

Sounds like total rubbish.

Behodar

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#1115200 25-Aug-2014 14:44

Thought so. Thanks.

sbiddle

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#1115234 25-Aug-2014 15:05

When you say the fibre has been physically installed do you mean Chorus or the LFC concerned have visited and started the installation?

Behodar

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#1115235 25-Aug-2014 15:06

Spoke to my friend again and I was mistaken: It's not no room in cabinet, but rather that the necessary gear apparently isn't in there (and although he was saying "cabinet" at first he then switched to "exchange", then when I asked for clarification he said he couldn't remember what his ISP originally told him).

In any case, the ISP's site states that they can serve this area (Whakatane), and Chorus lists the ISP as having service here.

sbiddle: When you say the fibre has been physically installed do you mean Chorus or the LFC concerned have visited and started the installation?

Yep, Chorus has been out and run the fibre up the driveway but haven't connected it in the house.

sbiddle

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#1115238 25-Aug-2014 15:08

So the issue is quite possibly the ISP concerned doesn't have backhaul into the area? In which case changing ISP would be the natural step.

Behodar

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#1115241 25-Aug-2014 15:10

Yep, that's the same conclusion that I came to after clarifying the issue. He's looking at his options now (but has the dreaded "ISP-provided email" issue!)

Thanks for your help :)

On that note, I may need to get the popcorn out again as my parents are with the same ISP and their street is supposed to go live any day now...

Behodar

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#1115278 25-Aug-2014 15:55

Hah, friend decided to be clever so he called the sales department (same ISP) and posed as a new customer. They confirmed that it's available in his area. "Well, it's interesting that you should say that, because..."

They're sending him a router (which never happened before) and have promised a connection within the next eight business days. We'll see!

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InstallerUFB

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#1115393 25-Aug-2014 17:52

There is no such thing as 'no room in the cabinet' - Well not this early in the roll out & would only happen if all the connections for all the houses in the area plus those factored in for infull houseing were used up. Yep it sounds like an RSP
sort of snow job or misinformation

alexj

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#1115592 26-Aug-2014 00:44

sbiddle: So the issue is quite possibly the ISP concerned doesn't have backhaul into the area? In which case changing ISP would be the natural step.

So are you trying to say that an RSP would take an application, submit to Chorus AND Chorus go so far as to begin the build and THEN realise they don't have a handover?

If so... WOW!

Behodar

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#1115617 26-Aug-2014 07:40

That's what it looks like, but with the sales team confirming that it's definitely available we'll see what news attempt 2 brings :)

Coil

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#1115618 26-Aug-2014 07:43

Behodar: That's what it looks like, but with the sales team confirming that it's definitely available we'll see what news attempt 2 brings :)

Step 2. New ISP.

Behodar

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#1115621 26-Aug-2014 07:45

TimA: Step 2. New ISP.

Yep, I've suggested that but he wants to give the current one another chance for some reason...

Coil

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#1115622 26-Aug-2014 07:49

Behodar:
TimA: Step 2. New ISP.

Yep, I've suggested that but he wants to give the current one another chance for some reason...

Dunno why, if they say. Cool we are ready to connect you then waste the lead up of how ever many months to say. Oh... We cant just yet (Fill in excuse here) I would be like. Right. Time to go to Big Telco. I am sure Telecom will be covered ion that area.

Behodar

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#1128737 15-Sep-2014 08:05

Behodar: That's what it looks like, but with the sales team confirming that it's definitely available we'll see what news attempt 2 brings :)

Now that I'm back from TechEd and seen the guy again I can bring some closure to this thread; the second attempt went flawlessly (same ISP - Vodafone). No idea why the first order didn't work!

Behodar

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#1187265 2-Dec-2014 17:48

Behodar: On that note, I may need to get the popcorn out again as my parents are with the same ISP and their street is supposed to go live any day now...

Popcorn indeed.

Install scheduled for last Thursday. Vodafone promptly disconnected the copper broadband that morning. The installer turned up, took one look at the place, and said that they need to get a specialist thrusting crew in that afternoon and that the ONT etc would be installed on Friday. Dad called Vodafone and had them reconnect the copper broadband, although he had to argue about it ("my screen is showing that fibre was installed today"/"well it hasn't been!"). It came right within five minutes once he'd managed to convince them that it needed reconnecting.

On Friday it rained and the installation was pushed back to today. I can't fault Vodafone or Chorus for that one.

Today came, installation proceeded, all up and running. Happy father, excited son, ready to pop around after work and take it for a spin :)

Six hours later, it's all dead. My guess is that Vodafone attempted to disconnect the copper again but did the fibre by accident. To make matters worse, they're refusing to fix it today "because it's almost 5 pm". So they're happy to break it just before knocking off for the day but then won't fix it again. Lovely service there...

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