UFB Saga - how to resolve?

Forums › New Zealand Broadband › UFB Saga - how to resolve?

MikeAqua

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Topic # 183765 29-Oct-2015 14:37

?4? months and counting on our UFB 'install' since signing up for it with Spark and still no fibre to the house despite numerous phone calls, two visits to the house from Transfield techs.

It's been an extended saga of excuses, mistakes and buck passing. The only excuse that hasn't been used by Transfield is "the dog ate my homework".

But ... the install details are now agreed and everything is ready to go on our end.

But, Transfield don't respond to phone calls (they say someone will call but it never actually happens).

How should I move it along? Calling Transfield is ineffective.

Should I complain to Chorus? Their logo is on all the Transfield vans.

Should I complain to Spark? They haven't been at all helpful so far. They may not really care, as switching to fibre won't increase our monthly spark spend.

Mike

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Reply # 1416158 29-Oct-2015 14:41

You can't complain to Chorus or Transfield as you are not a customers of there's

sbiddle

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Reply # 1416160 29-Oct-2015 14:45

Without knowing the full details it's really hard to pass judgement. What I can say is that 4 months and no install is well within the timeframe if it's a complex install.

Chorusnz

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Reply # 1416162 29-Oct-2015 14:46

2 people support this post

Hey Mike, I have just sent you a PM about your install. ^Jon

webwat

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Reply # 1416740 30-Oct-2015 10:06

You would have to make an official complaint through Spark. The so-called excuses often turn out to be real problems that contractors had to solve one way or another. They can't make things happen just by wishing problems to go away, but it does sound like they have been making an effort to solve issues as they come up.

Qualified in business, certified in fibre, stuck in copper, have to keep going ^_^

MikeAqua

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Reply # 1417170 30-Oct-2015 16:42

It's hard to imagine what problems would prevent a phone call being made as promised on multiple occasions.

I've thought about this overnight and I'm not going to invest any more effort in trying to get a UFB install scheduled.

As they say on dragons den: "I'm out".

Mike

Nebbie

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Reply # 1418688 2-Nov-2015 11:57

Took my connection 8 months to be installed and it was a simple install this was 8 months after Chorus put a letter under the door saying its ready in the building.
The problem is there's not enough techs even though they all contractors to fill the demand for installs.

---------------------------------------------------------------
Nebukadnessar

DarthKermit

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Reply # 1418697 2-Nov-2015 12:12

Is this problem related to your complex install mentioned in your other thread?
http://www.geekzone.co.nz/forums.asp?ForumId=49&TopicId=177203

timmmay

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Reply # 1418712 2-Nov-2015 12:35

Mine took 8 months or more. It's worth the wait.

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MikeAqua

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Reply # 1418946 2-Nov-2015 16:11

DarthKermit: Is this problem related to your complex install mentioned in your other thread?

That was all predicated on a poor assessment by the first tech Transfield sent.

With the correct info it turns out the install is simple (according to a more senior Transfield tech): -

There is no technical problem or access problem. Transfield are just slack - by which I mean they repeatedly don't do what they say they will do.

Mike

Wheelbarrow01

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Reply # 1419451 3-Nov-2015 08:15

Please PM me your account number and street address and I will look into this for you to identify the reasons for the delay and see if there is any opportunity to give the process a push in the right direction.

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

MikeAqua

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Reply # 1426507 11-Nov-2015 20:21

Finally got the eeffing UFB installed. Ironically, after months of delays and a few truckloads of BS , I got less than 24 hours notice of the install time. Only a monopoly could operate like that and get away with it.

Luckily it was the only day this week (or next) that I'm not away for work.

All up and running tested the speed - 61 down 14 up. Not sure how that rates.

We are paying for '200Mps standard network profile' - whatever that means?

Mike

DarkShadow

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Reply # 1426510 11-Nov-2015 20:23

If you're on a 200 plan, you should get 200. You're not using WiFi, are you?

sbiddle

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Reply # 1426519 11-Nov-2015 20:36

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MikeAqua: Only a monopoly could operate like that and get away with it.

You should ask your ISP why they didn't advise you of the date earlier. Chorus ringing the day before to schedule the time is a BAU process to remind the person and schedule an exact time, because the person who requested the install should already know the date from their ISP. As you seemed to be pushing to get the job done ASAP it's entirely possible that your job was expedited or swapped out for another, which could also explain the short notice.

Jase2985

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Reply # 1426528 11-Nov-2015 20:45

DarkShadow: If you're on a 200 plan, you should get 200. You're not using WiFi, are you?

this

sounds like a wifi issue

MikeAqua

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Reply # 1426563 11-Nov-2015 21:45

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You never get exactly the full rating. Not a WiFi connection, I tested on a laptop connected by a hardline.

Mike

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