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689 posts

Ultimate Geek
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Topic # 185491 25-Nov-2015 07:21
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Since moving into my current home on the North Shore, I have had 4 serious problems with my broadband connection.

These have been over three different ISPs and I have come to the conclusion that there is an underlying issue with Chorus and I have no idea how to fix it.

When I first signed up with an ISP, I got a call from the ISP to say that my circuit was live, I plugged in my modem and got nothing. The line was dead. I contacted the ISP and they gave me the condescending line about sending a tech round if I really could not get it going myself and they told me that there would be a $199 charge if it turned out that I was not setting my modem up correctly. The Chorus guy duly arrived, confirmed that the line was dead and wandered off to the cabinet at the end of the road. He came back and asked me if the house had ever been connected with a different line. Having only just moved in I had no idea. He went back to the cabinet, did something, came back and we had a connection.

A year or so later, the ISP went bust and some other outfit bought the customer accounts and I was told that I would be switched over. I was given new login details and, when the old connection stopped working I entered the new credentials but there was no connection. My modem reported that there was a signal on the line but that it could not authenticate. My new ISP told me that the line was OK and that from their end, they did not think that my modem was plugged in. Cue the visit from the Chorus guy who muttered something about the service not being provisioned on my circuit. He went off to the cabinet and came back to ask me to retry and everything worked.

A couple of years later, having correctly sensed that my new ISP only had a few months left, I switched to a newer ISP. The new ISP is Orcon but this is not really an Orcon issue. Orcon informed me that I would get a new Orcon modem in the post and that I would just have to plug it in on the day that they would inform me that I was now on Orcon. No visit from a tech, just a new modem to plug in. Great. Then I got another message that I had to be home for a tech to visit. Not so great. But I took a day off and this time, two Chorus techs turned up. They told me that they were provisioning me a whole fresh new circuit. Cue an hour or so while they beeped and buzzed at each other while one guy was at my wall connector and the other was out at the cabinet. All was good and there I was connected up.

Coming to the present, the street took a direct hit in the Saturday/Sunday storm. We lost broadband and I reported the fault. Orcon muttered about an Auckland wide issue and told me that they had no idea when I would get my service back. By Monday, they had refined the message to say that Chorus were working in many locations to fix faults but they still had no idea about timescales but they confirmed that there were several customers down in my area. Then we spotted some Chorus guys working at the cabinet but our broadband was still down. That was two days ago. Yesterday evening, Orcon came up with an update. My local cabinet was all fixed up and everyone else was back on line and they would have to report this to Chorus as a new fault.

I have come to the conclusion that Chorus do not actually know which circuit goes from my house to the cabinet and so they never can get it right and they have to keep testing the lines to work out how to reach my house. Not only that, they seem to have discovered this four times and established the connection three times but they have never managed to update their own records of how to reach my house. Can this really be possible?

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251 posts

Ultimate Geek
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  Reply # 1434302 25-Nov-2015 07:44
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Chorus are incompetent idiots.  They are the bane of my life - especially with regard to UFB installations.




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Ultimate Geek
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  Reply # 1434307 25-Nov-2015 08:04
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pdath: Chorus are incompetent idiots.


Generalise much?





 
 
 
 


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  Reply # 1434308 25-Nov-2015 08:05
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PoHq:
pdath: Chorus are incompetent idiots.


Generalise much?


I'll let you know if they do three jobs in a row without an issue.  Don't get your hopes up.




Try my latest project, a Cisco type 5 enable secret password cracker written in javascript!

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Ultimate Geek
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  Reply # 1434310 25-Nov-2015 08:07
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Must be awesome to be so perfect. What's your secret?





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  Reply # 1434311 25-Nov-2015 08:08
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PoHq: Must be awesome to be so perfect. What's your secret?


Easy.  I don't screw up job after job after job. If Chorus didn't have any exclusive contract and ownership of a large chunk of the network they would have been sacked and be out of business.




Try my latest project, a Cisco type 5 enable secret password cracker written in javascript!

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  Reply # 1434365 25-Nov-2015 09:30
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@pdath what is the size of the network you work on when compared to the Chorus network?

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  Reply # 1434376 25-Nov-2015 10:03
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PoHq: Must be awesome to be so perfect. What's your secret?


you don't need to be perfect before it's possible to criticise others.

I'm certainly no professional rugby player (barely even an amateur rugby player), but I can still talk about how useless England were at the RWC.



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  Reply # 1434390 25-Nov-2015 10:24
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C'mon John, don't pull the "we're trained to play with bigger toys than you" card.
Its about giving your job the full time, care, and attention that you're supposed to, and the business having robust processes in place to cope with the work they do.
Simple as that.

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  Reply # 1434412 25-Nov-2015 10:41
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Yeah - that isn't really possible when your techs are incentivised to do as many jobs as possibly as quickly as possible.

To make a large number of wild assumptions:

In all honesty it sounds like your wires are mis-labelled somewhere and each time something goes wrong they hook up/repair the wires they THINK are the right ones.

Someone just hasn't fixed the original mislabelling. The techs may have advised someone, but who know how that process is meant to work.

It would be great if everything was perfect, all the time, everywhere - but if you think it's just a matter of process to suddenly have 100% accurate info on thousands and thousands of individual pairs/devices etc then you may be underestimating the complexity of achieving this.





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Chorus NZ

  Reply # 1434423 25-Nov-2015 10:56
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Have emailed the OP to get his contact details. 

Will investigate & seek to resolve so that this does not become an issue every time a service request gets processed for this address.

^GL


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  Reply # 1434435 25-Nov-2015 11:20
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pdath:
PoHq:
pdath: Chorus are incompetent idiots.


Generalise much?


I'll let you know if they do three jobs in a row without an issue.  Don't get your hopes up.

My original copper connection: Happened exactly as it should have.
When the connection slowed to 1/10th of its normal speed: Chorus turned up on the advised day and fixed it within minutes.
When a tree fell on the overhead cable: Chorus repaired it on the advised day.
When I had UFB installed: The install did not get completed within the allocated day, so they came back the next day (Saturday) to finish it off.
When the overhead fibre was moved underground: No interruption of service and no damage to my property.

On the other hand, when my UFB failed it took three days for a fix. That was the advised timeframe and although frustrating it can't be put down to incompetence.

There may be some variation by region, but Chorus as a whole doesn't seem to be incompetent.

Onward
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  Reply # 1434442 25-Nov-2015 11:28
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Chorus like the rest of the Planet is staffed by Humans, and humans are mortal and can make mistakes, those who think they are perfect and don't make mistakes just made a mistake.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1434473 25-Nov-2015 12:14
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Chorusnz: Have emailed the OP to get his contact details. 

Will investigate & seek to resolve so that this does not become an issue every time a service request gets processed for this address.

^GL



Credit where due, people. At least they are responding and trying.





I reject your reality and substitute my own. - Adam Savage
 


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Reply # 1434494 25-Nov-2015 12:22
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Rikkitic:
Chorusnz: Have emailed the OP to get his contact details. 

Will investigate & seek to resolve so that this does not become an issue every time a service request gets processed for this address.

^GL



Credit where due, people. At least they are responding and trying.



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  Reply # 1434526 25-Nov-2015 12:40
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Chorus do respond and try once something gets onto public forum.   But ... if they performed better they wouldn't have to ...

In my experience the Chorus contractor who initially came to our house didn't know where our house was physically connected from either - he had two theories, both of which were wrong.

When you have monopoly, the market can't vote with their feet so there should be less tolerance of poor performance.

Rikkitic:
Chorusnz: Have emailed the OP to get his contact details. 

Will investigate & seek to resolve so that this does not become an issue every time a service request gets processed for this address.

^GL



Credit where due, people. At least they are responding and trying.





Mike

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