Chorus is utterly useless

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TheInfamousHOSS

21 posts

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#171554 22-Apr-2015 16:25

Useless!!! Over 7 months waiting for 2 connections at the same address (1 residential, 1 business).

They refuse to answer to me, directing me to Vodafone and they aren't giving Vodafone any straight answers either. There is no-one to hold them accountable so they just do as they please.

They took 4 months to advise they needed something else for consent. Since then they have visited 3 times and changed their minds each time about where to run the connections and delayed the process each time. Each person who comes disagrees with the last even though they are from the same company!

Install date pushed out again today due to the need for Traffic Management (I haven't moved, traffic is the same as when you first visited!).

Someone needs to be held accountable for this. There's a national push to get everyone to embrace fibre, yet why would they when this is what happens?! 7 months with no internet... not impressed!

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Chorus

#1289552 22-Apr-2015 16:36

Please DM me with the following information & I will get someone to investigate.

Your name, address, contact Ph #, ISP & Order ref # for each site.

^GL

TheInfamousHOSS

21 posts

Geek

#1289576 22-Apr-2015 16:58

Done. Have posted on your Facebook page too and emailed details to FairGo and 3rd Degree. Will be approaching newspapers and talkback radio tomorrow as this seems to be the only way I can get Chorus' attention!

sidefx

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#1289583 22-Apr-2015 17:05

TheInfamousHOSS: Done. Have posted on your Facebook page too and emailed details to FairGo and 3rd Degree. Will be approaching newspapers and talkback radio tomorrow as this seems to be the only way I can get Chorus' attention!

You seem to have got their attention already above. Perhaps now it would be worth giving them at least a little time to remedy it...

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l43a2

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#1289585 22-Apr-2015 17:07

soap must be on special again.

TheInfamousHOSS

21 posts

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#1289587 22-Apr-2015 17:07

Been there, done that. Their empty promises don't fly with me anymore.

sbiddle

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#1289625 22-Apr-2015 17:48

TheInfamousHOSS: Done. Have posted on your Facebook page too and emailed details to FairGo and 3rd Degree. Will be approaching newspapers and talkback radio tomorrow as this seems to be the only way I can get Chorus' attention!

You'd be far better addressing the real issue with your local MP and Minister Amy Adams than media outlets who quite frankly will simply soapbox the issue (if they actually even care) without addressing the real issue. UFB is NOT an essential service and is subject to plenty of RMA requirements that copper isn't. Until this is changed, nothing will change,

It's safe so say your wait times are certainly far less than some people are waiting. You may thing you're being hard done by but the real world reality is you're not. Yes they're not ideal, but with the current rules that's just how things are working. Jumping up and down won't change anything.

pdath

252 posts

Ultimate Geek

#1289637 22-Apr-2015 18:03

We have problem after problem with Chorus UFB installs. They are terrible to deal with.

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Flickky

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#1289638 22-Apr-2015 18:06

pdath: We have problem after problem with Chorus UFB installs. They are terrible to deal with.

Not necessarily.

Everyone's keen to jump on the bandwagon with crap installs and post pictures and horrific stories, but it's uncommon to hear "great install Chorus good job!". It creates a disproportionate and inaccurate image.

PoHq

466 posts

Ultimate Geek

#1289670 22-Apr-2015 18:46

I don't think I have ever seen anything like the way people hate on Chorus. EVER.

Fact of life - be it supermarket checkout person, mechanic, electrician, Policeman or any other profession you're going to get good and bad people. Simple as that. I recently had a terrible experience ordering a part for my gas fire. The first thing on my mind wasn't to hop on my Geekzone soapbox.

jeffnz

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#1289688 22-Apr-2015 19:07

TheInfamousHOSS: Done. Have posted on your Facebook page too and emailed details to FairGo and 3rd Degree. Will be approaching newspapers and talkback radio tomorrow as this seems to be the only way I can get Chorus' attention!

so do you actually want help or just rant about it, not sure the reason for the thread if you turn down the offer for Chorus to look into it.

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freitasm

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#1289726 22-Apr-2015 19:56

Calm down folks. Chorus offered help, OP mentioned he sent information.

Wait for results now. No need to chastise one side or another. It's not what we are here for, even if fun.

Wheelbarrow01

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Chorus

#1289861 23-Apr-2015 00:13

They refuse to answer to me, directing me to Vodafone and they aren't giving Vodafone any straight answers either. There is no-one to hold them accountable so they just do as they please.

Chorus have a very clear escalation procedure which all ISP's should be familiar with. Your ISP may not be following it correctly, if at all. If they were, they should most likely know the exact reason for the delays, so I do question whether your ISP is telling you absolutely everything they know (I'm just playing devil's advocate for a moment - not putting your particular ISP down at all)

When I have to escalate a fibre request as part of my role (which is most days to be honest), I generally get acknowledgement within 60 minutes, a first response within a couple of hours, and a full status update within 24-48 hours. If they need more time to answer my query or seek information from their service company, they are quick to let me know this so that I can keep my customer informed of what is happening.

If a clear course of action, satisfactory explanation or a resolution cannot be given, I can escalate further to the next level in the escalation process - this is a direct line to the Chorus fibre provisioning manager. This is usually very effective at garnering enough useful information, although there are a further two tiers in the escalation process that can be utilised if required.

What I am saying is that there is someone to hold Chorus accountable - your ISP. If they follow the documented processes there is really no reason for you not to know what's going on.

Having said all that, there is always going to be at least one exception to the rule, so I cannot speak with any authority other than what my experience has taught me.

I have no doubt the Chorus guys on GZ will get back to you soon with a meaningful update on what is causing the delay with your particular fibre request.

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

timmmay

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#1289896 23-Apr-2015 07:16

Not sure who did my install job, but once they arrived they did a nice job, exactly as requested. It took them about 9 months to arrive, due to negotiation with Wellington Electricity about use of the poles, given they decided to do an overhead install. I called my MP, they were no use at all.

Delays are the norm with UFB. Stories like this is probably part of the reason adoption is low - for most people it's too much hassle for minimal gain.

Inphinity

2780 posts

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#1289911 23-Apr-2015 08:03

*shrug* Chorus were great for us. Ordered fibre, got given a date ~2 weeks later, guy turns up, couple hours later fibre is on and working and hasn't missed a beat since. They had to do some traffic management consent etc and it was all smooth as.

muppet

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#1289912 23-Apr-2015 08:05

Unison contacted me (I had no idea UFB might be coming) and within 2 weeks, we had fibre connected to our house.

I guess living in a rural part of Napier helps. Have you tried that?

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