How long does it take for Chorus to tell ISP that the MDU build job is done

Forums › New Zealand Broadband › How long does it take for Chorus to tell ISP that the MDU build job is done

djrubbie

23 posts

Geek
+1 received by user: 4

#169807 26-Mar-2015 11:40

Or more accurately, what is the process between Chorus and ISPs after the local fiber company has installed the fiber network into the building?

I've been informed by the building manager that the fiber has been fully installed (by Fibre option NZ LTD) into the building throughout all the floors in the MDU and that I should contact my ISP about getting this installed, however it's been a few weeks and Snap seems to have problems getting the status from Chorus. What actually happens after this and why does this handover seem to be taking nearly a month?

Chorusnz

436 posts

Ultimate Geek
+1 received by user: 603

Trusted

Chorus

#1268357 26-Mar-2015 12:26

The process does not end with the build techs leaving the site. MDU fit out is a bit like the communal build in the street, there is additional work that you can't see that needs to be done. Although the vans & the techs are gone, there is more work to do to record what actually got built.

Once the physical build in the property is complete (i.e. there is fibre cabling/duct from the basement to each floor, then from each floor into each tenanted space) then the build team submit the job for quality assurance. (This ensures that what got built was what was designed). This part of the process can take a few weeks. Then the cable records update task gets underway. Each address point and fibre strand in the building needs to be recorded and loaded into the Chorus records management systems. This work can take several weeks.

Only once this records updating is complete can a provisioning person select the fibre strand in the building to connect your apartment to the splitter that will deliver the service. This also allows us to assign a unique service ID to the service that we hand over to your ISP. At this point we can issue the work order to the provisioning tech to come & compete the installation of your service.

^GL

Wheelbarrow01

1784 posts

Uber Geek
+1 received by user: 2638

Trusted

Chorus

#1268475 26-Mar-2015 15:09

What he said.... And your ISP cannot push to get any of this work done any faster, but they will get notification from Chorus when the individual install job is ready to be booked for a technician appointment.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

CcMaN

87 posts

Master Geek
+1 received by user: 37

#1268479 26-Mar-2015 15:21

I have the same problem right now. The MDU build is complete, the Chorus map says UFB is avaliable at my address, Chorus have even sent us letters saying that the build is complete and we can sign up with a provider.

This was in December. I keep contacting my ISP Bigpipe to ask when my install is happening, and they say they ask for updates from Chorus but get no reply.

I have no idea whether or not I'm going to get UFB, but it just seems odd that this build was completed ages ago.

Maybe Chorusnz, can you give me an update? I'd rather hear it from the horses mouth rather than through my RSP as I feel something is getting lost in the chinese whispers.

To make it even worse, I currently get barely functional at peak time ADSL speeds. When I moved here the Chorus map said I was VDSL capable when the exchange was over 3km away...

Wheelbarrow01

1784 posts

Uber Geek
+1 received by user: 2638

Trusted

Chorus

#1268481 26-Mar-2015 15:28

I keep contacting my ISP Bigpipe to ask when my install is happening, and they say they ask for updates from Chorus but get no reply.

That sounds like a fob off to me. If the update request was sent frm your ISP to the correct Chorus department (NGA Provisioning) then there is no way they would not receive a reply. I deal with this Chorus team on a daily basis - via phone, email and Portal update. Any request I make for an update is usually answered within 24 to 48 hours. Even if there is no new information to provide, they at least acknowledge that I enquired and advise as much.

I would push to speak to a manager at your ISP.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

NonprayingMantis

6434 posts

Uber Geek
+1 received by user: 1528

#1268485 26-Mar-2015 15:30

CcMaN: I have the same problem right now. The MDU build is complete, the Chorus map says UFB is avaliable at my address, Chorus have even sent us letters saying that the build is complete and we can sign up with a provider.

This was in December. I keep contacting my ISP Bigpipe to ask when my install is happening, and they say they ask for updates from Chorus but get no reply.

I have no idea whether or not I'm going to get UFB, but it just seems odd that this build was completed ages ago.

Maybe Chorusnz, can you give me an update? I'd rather hear it from the horses mouth rather than through my RSP as I feel something is getting lost in the chinese whispers.

So they say they get no reply? Or just no update?
no reply at all would be unusual, but a reply where there is no new update would be totally normal.

CcMaN

87 posts

Master Geek
+1 received by user: 37

#1268490 26-Mar-2015 15:43

Wheelbarrow01:
I keep contacting my ISP Bigpipe to ask when my install is happening, and they say they ask for updates from Chorus but get no reply.

That sounds like a fob off to me. If the update request was sent frm your ISP to the correct Chorus department (NGA Provisioning) then there is no way they would not receive a reply. I deal with this Chorus team on a daily basis - via phone, email and Portal update. Any request I make for an update is usually answered within 24 to 48 hours. Even if there is no new information to provide, they at least acknowledge that I enquired and advise as much.

I would push to speak to a manager at your ISP.

Unfortunately, bigpipe is email only support. :(

Apple TV

Stream your favourite shows now on Apple TV (affiliate link).

BigPipeNZ

1170 posts

Uber Geek
+1 received by user: 778

Trusted

BigPipe

#1268505 26-Mar-2015 16:12

CcMaN: I have the same problem right now. The MDU build is complete, the Chorus map says UFB is avaliable at my address, Chorus have even sent us letters saying that the build is complete and we can sign up with a provider.

This was in December. I keep contacting my ISP Bigpipe to ask when my install is happening, and they say they ask for updates from Chorus but get no reply.

I have no idea whether or not I'm going to get UFB, but it just seems odd that this build was completed ages ago.

Maybe Chorusnz, can you give me an update? I'd rather hear it from the horses mouth rather than through my RSP as I feel something is getting lost in the chinese whispers.

To make it even worse, I currently get barely functional at peak time ADSL speeds. When I moved here the Chorus map said I was VDSL capable when the exchange was over 3km away...

Hi,
sorry to hear that.

Could you PM me your email address please and I'll look up your account to see what's going on.

cheers.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

webwat

2036 posts

Uber Geek
+1 received by user: 145

Trusted

#1269303 27-Mar-2015 22:00

So the Fibre option NZ LTD installers were Chorus contractors? You would have noticed the Chorus ONT they installed... Theres also a few apartments around that have ethernet connected to a dedicated ISP.

Time to find a new industry!

djrubbie

23 posts

Geek
+1 received by user: 4

#1269380 28-Mar-2015 00:10

webwat: So the Fibre option NZ LTD installers were Chorus contractors? You would have noticed the Chorus ONT they installed... Theres also a few apartments around that have ethernet connected to a dedicated ISP.

They only laid fiber to just outside every unit according to the AGM meeting minutes. As far as I know the ONT is only installed after the service has been provisioned and we haven't even got to that point yet.