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606 posts

Ultimate Geek
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Topic # 189625 6-Jan-2016 18:55
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I'm posting this on behalf of the Golden Apple Supermarket (West Auckland) where my wife works.  The supermarket has not been able to get a connection to UFB since their initial request in early September, this is a brand new building in a UFB zone and no copper was installed.  I didn't get involved until Dec to help them sort this out.  The supermarket opened in early October and has been using expensive 4G to power their all their POS and eftpos since opening.

Chorus has already installed 3 ONT's for the 3 companies who operate in the building, Butcher, Chemist, and the supermarket themselves.  When I last checked none of the other companies has been connected either. All 3 ONT's are showing green optical lights, and port 1 lights up when plugging in a router, optical remains solid indicating no packets are getting out/comming in.

Events prior to me getting involved: (This is information supermarket has given me so may not be 100% accurate)
Asked an IT provider to help them (I won't name them on here) back in early Sept to help them get fibre into the new building.  Chorus came often to check the connections inside and outside the building during Sept and Oct, different groups of people showed up and said there was a problem with a cable inside the building, something wasn't installed correctly by a contractor/electrician when in fact it had all been done properly and finished (i'm not sure of the exact details of this).  After supermarket claimed cable was ok, they heard nothing more from Chorus, and got little information from their IT provider.

Their IT provider apparently started the order for UFB through 2talk, according to the little information i've been able to get out of Chorus by directly calling them, i'm not an RSP so its difficult to get anything from them.

Supermarket cancelled their service contract with IT provider on 8th Dec due to lack of support/poor service, they then called me to try and help them.

I called Spark 8th Dec at the request of the supermarket and put in a new order to get UFB connected on atleast one of the already installed ONT's.  Spark asked me for the ONT serial numbers and booked job with Chorus to visit on 15th Dec.  Supermarkets IT provider calls 2talk on 9th Dec and cancels the order with them.  IT provider then informs supermarket that their scheduled Chorus visit for 15th Dec has been cancelled (how this happened I don't know).  I then called Spark again and by coincidence got through to the same person, they assured me the Chorus appointment for 15th Dec was still active and in their system, needless to say no one from Chorus showed up on the day.  This seems like fraud to me, one RSP cancelling another RSP's Chorus order, either that or a stuff up in Choruses system.

I called Spark again and was told no order existed, so placed the order again a second time.  This time I was not given a scheduled date Chorus would visit but was told once Chorus actioned the request (upto a week) I would get an email and or txt, but nothing was received.

Before Christmas I filed a complaint with Spark regarding the above.  Spark got in touch via email and said a fibre order was placed but was cancelled and told me to place another order with their business team.  I replied asking them why it was cancelled and that I had already placed two orders previously.  Heard nothing back from them.

This week I am back from a Christmas/New Year break and called Spark again today.  Got through to a helpful guy in Manilla who took some notes regarding the situation and transferred me to the Spark Fibre department, was on hold for an hour waiting at which point I had to hang up as I have other things to attend.

All we want is one of the ONT's to be connected with Spark, why does this have to be so trivial?  Very shoddy service from both Spark and Chorus. Can someone from either please get in contact with me so this can be sorted out.  If this cant be sorted out within a reasonable time frame, i'm going to advise the supermarket to look at alternatives and possibly ditch the Chorus network.

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231 posts

Master Geek
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Chorus NZ

  Reply # 1464790 7-Jan-2016 00:11
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Please DM your contact details and the following;
Customer name
Customer address
Customer order reference number from Spark.

We can then investigate for you & work to resolve.

Gerard



606 posts

Ultimate Geek
+1 received by user: 28


  Reply # 1464802 7-Jan-2016 01:08
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Thanks Gerard, I sent you a DM.

826 posts

Ultimate Geek
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Spark NZ

  Reply # 1467282 10-Jan-2016 23:36
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Can you please also send me a private message with the Spark account number of the supermarket?  A contact number for you would also be helpful please. I will then try to track down the order(s) and find out what is going on for you.




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



606 posts

Ultimate Geek
+1 received by user: 28


  Reply # 1467427 11-Jan-2016 11:07
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Wheelbarrow01: Can you please also send me a private message with the Spark account number of the supermarket?  A contact number for you would also be helpful please. I will then try to track down the order(s) and find out what is going on for you.


Thanks, Chorus has looked into this and its all getting sorted out now, I have sent you a DM anyway with details so you can have a look.

Someone from Spark also called me last week at the request of Chorus and took details from me relating to the building/wiring etc... location of ONT's, location of offices.  Shortly after I received two confirmation emails with an order number also, so looks like everything has gone through this time.

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