How to deal with unacceptable Chorus scheduling of activation?

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Benek

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#173888 9-Jun-2015 20:16

I'm moving house in a few days (12 June) and I've ordered a new VDSL connection through my existing ISP (Orcon) for the new property.

Despite organizing this nearly a month in advance, they've advised me that Chorus cannot activate the new connection until 5 days after the date I requested (17 June)!

I rely on the internet connection for work so it's not just an inconvenience - it's a massive loss of income if I have no connection and can't work properly.

I have repeatedly asked Orcon to try to get a better activation date but they keep coming back saying it must be 17 June. They can't even get it moved up a day or two.

Chorus refuses to deal directly with customers but they can't or won't move the date as instructed by my ISP. Since there is no alternative to Chorus it's not like I have an option to go elsewhere to get this done. Very frustrating stuff.

Is there anything I can do to get a better response to my request from Chorus? I'm desperately trying to find a way to get a better install date but nothing has worked so far. Would love any feedback ASAP.

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#1320609 9-Jun-2015 20:21

Nope as you are getting connected to the Chorus network and orders are done in order they come from the retail ISP, This is legislation under network separation when Chorus and Telecom were split

A month is plenty of notice as well, 10 business days is normal sometimes less for a move,

Have you asked your RSP (retail service provider) when they put the order to Chorus?

DarkShadow

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#1320612 9-Jun-2015 20:23

There are only a certain number of techs available and they can only do so many jobs in a day. Why should you get priority over everyone else waiting for a connection? If internet is this important to you, you should have had a backup plan in place.

johnr

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#1320614 9-Jun-2015 20:24

DarkShadow: There are only a certain number of techs available and they can only do so many jobs in a day. Why should you get priority over everyone else waiting for a connection? If internet is this important to you, you should have had a backup plan in place.

They gave a months notice which is loads of time

Benek

72 posts

Master Geek

#1320615 9-Jun-2015 20:25

I assumed ordering it a month in advance was pretty safe but obviously I was wrong. I wonder how far in advance you have to order to get a good date?

What do you mean by backup plan? What would you advise?

sbiddle

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#1320618 9-Jun-2015 20:26

Have you established why this is? If you're moving to a new premises my pick would be the disconnection service order is on the date you're moving in, or possibly the day before. This means a new service order for a connection can't be lodged until the disconnection has occurred.

Assuming this is the case just be thankful the people moving out have actually requested a disconnection - is when they don't you'll really start to see delays.

JamesL

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#1320619 9-Jun-2015 20:27

Just tether your phone or find a cafe with free wifi for 5 days..

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johnr

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#1320620 9-Jun-2015 20:27

I edited my post above and added further INFO and a month is loads of notice

Jase2985

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#1320621 9-Jun-2015 20:27

Benek: I assumed ordering it a month in advance was pretty safe but obviously I was wrong. I wonder how far in advance you have to order to get a good date?

What do you mean by backup plan? What would you advise?

i would in your case i suspect 5 weeks in advance :)

backup plan incase you couldn't get a connection when you wanted

you could have got ADSL then switched to VDSL.

johnr

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#1320622 9-Jun-2015 20:28

Jase2985:
Benek: I assumed ordering it a month in advance was pretty safe but obviously I was wrong. I wonder how far in advance you have to order to get a good date?

What do you mean by backup plan? What would you advise?

i would in your case i suspect 5 weeks in advance :)

backup plan incase you couldn't get a connection when you wanted

you could have got ADSL then switched to VDSL.

I think the issue is getting Chorus to connect the customer up full stop, Not the technology they are getting connected to xDSL

Jase2985

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#1320627 9-Jun-2015 20:32

is ADSL not easier to connect? its a lot lest labour intensive

johnr

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#1320634 9-Jun-2015 20:38

Jase2985: is ADSL not easier to connect? its a lot lest labour intensive

Not really but from reading the OPs message the issue is not VDSL ports, It's just getting an install date and date would not change anyway between ADSL or VDSL installed, Unless no VDSL ports are free

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Benek

72 posts

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#1320636 9-Jun-2015 20:43

All I've been told by my RSP that Chorus says there is not a tech available to do the job until the 17th. It's hard to say exactly what's going on because I don't talk directly with anyone. I ask some call center lady to change the activation date and then she forwards the message to Orcon provisioning who forward it to Chorus. In the end who knows if my original message get's across at all. Then I just get a text message from Orcon saying my install date is staying at June 17th - no further explanation. So it's not as if extra info is very forthcoming.

Funny thing is, I know the disconnect order is happening on the 12th, and there will already be a tech at the exchange that day to do the disconnect. Seems like activating my new connection at the same time would be the most efficient thing to do but they obviously don't see it that way.

I'd offer a Chorus technician $200 overtime pay if they want to work Friday evening or something to get it done. Would easily be worth that much to me to have it connected 5 days earlier. Tethering to my iPhone 3G at high data cost is not a great option for me. Too slow and too expensive.

johnr

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#1320641 9-Jun-2015 20:46

Offering a Chorus tech $200 to do the job and they accept good chance they would lose their job ' legislation ' advises the jobs need to be done in order they come in from the RSP

sbiddle

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#1320645 9-Jun-2015 20:50

Chorus don't visit an exchange or cabinet to do a disconnect.

Benek

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#1320646 9-Jun-2015 20:50

So then why does my RSP even bother requesting a date change? Sounds like the moment the original request comes in the date is locked and there's no possibility of change?

But requesting it nearly 1 month in advance and getting such a late install date is a bit weird though, right? Is there anything I can do to appeal to see if they actually gave me to first available date when my request came in? I believe Orcon put the request through on the day I ordered it so it was in weeks ago.

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