UFB install - 4 appointments and no-ones turned-up.

Forums › New Zealand Broadband › UFB install - 4 appointments and no-ones turned-up.

aumouth

73 posts

Master Geek

#180722 19-Sep-2015 11:46

This morning is now the 4th time I've had a UFB install appointment and the 4th time no-one has turned-up!
Is Chorus responsible for this sort of behaviour themselves, or sub-contractors?

pdath

252 posts

Ultimate Geek

#1390168 19-Sep-2015 11:48

Ultimately chorus is. Whether it is an employee or a subcontractor is just a question of how they are remunerated.

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johnr

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#1390172 19-Sep-2015 12:01

Depends on location

aumouth

73 posts

Master Geek

#1390190 19-Sep-2015 12:51

Auckland, inner south

afe66

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#1390212 19-Sep-2015 13:39

In a deep corner of my mind, I thought there was something on fair go or the consumer institute where you could bill the person who did not turn up and you incurred costs.

I think it was to do with plumbers/electricians, but the principle should hold for the Fibre People.

Anyone else have memory of something similar or is it wishful thinking on my part ?

A.

aumouth

73 posts

Master Geek

#1390590 20-Sep-2015 13:14

afe66: wishful thinking on my part ?

This, I think.
I just cannot understand why Chorus can not even turn-up for 4 separate UFB appointments and think that it provides the country a service.

sbiddle

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#1390599 20-Sep-2015 14:30

aumouth:
afe66: wishful thinking on my part ?

This, I think.
I just cannot understand why Chorus can not even turn-up for 4 separate UFB appointments and think that it provides the country a service.

To get 4 jobs like that I'd be seriously questioning what contact details your ISP has lodged rather than immediately blaming Chorus.

aumouth

73 posts

Master Geek

#1390605 20-Sep-2015 14:56

sbiddle:
To get 4 jobs like that I'd be seriously questioning what contact details your ISP has lodged rather than immediately blaming Chorus.

I checked with both ISP and Chorus directly, after the first non-attendance, they they had the correct contact details and address.

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sbiddle

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#1390643 20-Sep-2015 16:29

aumouth:
sbiddle:
To get 4 jobs like that I'd be seriously questioning what contact details your ISP has lodged rather than immediately blaming Chorus.

I checked with both ISP and Chorus directly, after the first non-attendance, they they had the correct contact details and address.

The reasons for non attendance will be in the Chorus job details. What has your ISP told you the reasons for these are? Rescheduling is also incredibly common, and if your ISP isn't informing you then it's hard to blame Chorus.

aumouth

73 posts

Master Geek

#1390655 20-Sep-2015 16:46

sbiddle:
The reasons for non attendance will be in the Chorus job details. What has your ISP told you the reasons for these are? Rescheduling is also incredibly common, and if your ISP isn't informing you then it's hard to blame Chorus.

sbiddle: Because in my experience (across numerous UFB installs) you'll get a phone call the day before from the scoper, a call on the day from the scoper, a call the day before install and a call on the day of the install. Email isn't an instant form of communication for most people.

So is it the ISP or Chorus's issue for not communicating? For non-attendance at the appointment days/times given? Your saying it's the ISP that's left to clean-up for Chorus's failure? So I should be holding my ISP responsible for Chrous not attending and not communicating?

I, as the customer and end-user, apply for UFB through my ISP/retailer. They, in turn, give it to Chorus because they do the physical work. In either case, I shouldn't have to chase either of them.

sbiddle

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#1390662 20-Sep-2015 16:57

aumouth:
sbiddle:
The reasons for non attendance will be in the Chorus job details. What has your ISP told you the reasons for these are? Rescheduling is also incredibly common, and if your ISP isn't informing you then it's hard to blame Chorus.

sbiddle: Because in my experience (across numerous UFB installs) you'll get a phone call the day before from the scoper, a call on the day from the scoper, a call the day before install and a call on the day of the install. Email isn't an instant form of communication for most people.

So is it the ISP or Chorus's issue for not communicating? For non-attendance at the appointment days/times given? Your saying it's the ISP that's left to clean-up for Chorus's failure? So I should be holding my ISP responsible for Chrous not attending and not communicating?

I, as the customer and end-user, apply for UFB through my ISP/retailer. They, in turn, give it to Chorus because they do the physical work. In either case, I shouldn't have to chase either of them.

Who you hold responsible really depends on what happened. As we don't know what happened it's impossible to lay any form of fault. Chorus can be an absolute PITA to deal with at times (that is part of my day job) but to immediately lay the blame onto them without knowing the full details is probably uncalled for.

When you lodge a UFB job and the location if flagged as a SDU and no other work is required your RSP will book a date for scoping, and book a date for the install. Chorus RFS dates can and do change, and if these dates are updated and your RSP doesn't update you then they ultimately have to take the blame, not Chorus.

lucky015

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#1390664 20-Sep-2015 17:03

sbiddle:
aumouth:
sbiddle:
The reasons for non attendance will be in the Chorus job details. What has your ISP told you the reasons for these are? Rescheduling is also incredibly common, and if your ISP isn't informing you then it's hard to blame Chorus.

sbiddle: Because in my experience (across numerous UFB installs) you'll get a phone call the day before from the scoper, a call on the day from the scoper, a call the day before install and a call on the day of the install. Email isn't an instant form of communication for most people.

So is it the ISP or Chorus's issue for not communicating? For non-attendance at the appointment days/times given? Your saying it's the ISP that's left to clean-up for Chorus's failure? So I should be holding my ISP responsible for Chrous not attending and not communicating?

I, as the customer and end-user, apply for UFB through my ISP/retailer. They, in turn, give it to Chorus because they do the physical work. In either case, I shouldn't have to chase either of them.

Who you hold responsible really depends on what happened. As we don't know what happened it's impossible to lay any form of fault. Chorus can be an absolute PITA to deal with at times (that is part of my day job) but to immediately lay the blame onto them without knowing the full details is probably uncalled for.

When you lodge a UFB job and the location if flagged as a SDU and no other work is required your RSP will book a date for scoping, and book a date for the install. Chorus RFS dates can and do change, and if these dates are updated and your RSP doesn't update you then they ultimately have to take the blame, not Chorus.

I get where you are coming from but from my experience with install orders the most common rescheduling notification received from chorus has been a new date issued a day or more after the first install date had passed with zero communication prior to this happening, This obviously leaves absolutely no time for the ISP to notify the customer prior to the tech simply not showing up.

aumouth

73 posts

Master Geek

#1391594 22-Sep-2015 00:17

So my ISP advises the following today;
"The Remote Access Terminal (RAT) will be installed by the end of the week. Once that is completed the service company will contact you directly to rebook the job to install Fibre."

So the appointment shouldn't have been made if equipment isn't even ready? The ISP said it was Chorus who makes the appointment, and advises them. And when was it determined that equipment wasn't installed - before my appointment, or on the morning of the appointment? And of course, neither Chorus or my ISP let me know until afterwards.

And, very similar to the apparent reason no-one turned up for my previous (3rd) appointment of 21/Aug; "The delay is due to an additional build work' that is required for this job. This needs to be done in order for us to get a connection and network ready for install. Once the build work is completed, we will then be able to progress the order to install. "

Unbelievable.

NonprayingMantis

6434 posts

Uber Geek

#1391649 22-Sep-2015 07:53

Sounds a lot like chorus issues with their database.
The ISP can only go by what chorus systems say when it comes to booking dates.
I.e. If the chorus system was accurate and told them your property was at the 'build' stage, then it is impossible for the ISP to book installation dates.
If I had to guess what has happened here, I'd say the chorus system gave the wrong information about property status, then when the tech turned up to have a look he realised the problem and just left, and then it took several weeks for that information to filter back through to chorus and be updated so the ISP could then pass that info to you.