UFB Install Woes - Chorus Not Communicating

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Twincamr2

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#192061 25-Feb-2016 17:59

Hi All,

I'm sure my situation isn't unique, but I'm really frustrated by the poor communication from Chorus during our (still ongoing) UFB install process. Poor communication from a communications company. Oh the irony.

Anyway, we ordered fibre well over a month ago, and I was pleasantly surprised when it was scheduled to be completed the next week. We are a single private dwelling with clear straight access across grass from the telecom 'grey post' on the footpath to the existing ETP (terminology?) The problem started only a couple of days later on the first scoping visit. The tech determined that the duct from the pit in the verge to the grey post on the footpath is blocked, and also from the post to the house. Fine. New duct needed. But that's all that has happened. Apparently after many phonecalls to both Chorus and 2Degrees, I have finally discovered that the issue is with the Chorus 'Civil Team' waiting for 'high cost approval'. But still no contact from anyone. Ever. Well, I did get a call back from a guy at Chorus the other day, but only to tell me that he couldn't tell me anything.

Is there anything I can do, or do I just have to wait?

Cheers,

Dave

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#1499302 25-Feb-2016 18:08

I guess they'll get back to you when they have some progress to report.

johnr

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#1499332 25-Feb-2016 18:26

If it's high cost to install then you just need to sit tight and wait for approval, I know of customers that have had to wait 8+ months for different types of approvals just be happy you are not on a shared driveway or in a multi level MDU

Twincamr2

90 posts

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#1499334 25-Feb-2016 18:29

Well, yes, I would hope so.

I guess I didn't make it clear in my first post that the quotation I've been asking all along is, "how long will this process take?"
A month seems like a awfully long time to wait for approval. I can imagine that the lead time for having the actual work done might be that long... But approval?

Twincamr2

90 posts

Master Geek

#1499335 25-Feb-2016 18:35

Okay, fair enough. I haven't reached 3 months let alone 8 months yet. It is frustrating after such a promising start. I would trench the duct in myself on my property, but I would still have to wait for them to replace the duct under the footpath.

However, I probably shouldn't have had to chase and chase to just find out what was happening, either. But there you go. I guess I should count myself lucky.

sbiddle

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#1499363 25-Feb-2016 19:25

The simply reality is complex UFB installs take time and in all honestly 3 months is a short period of time. The occurrences are becoming fewer now but jobs with 6-12 months before completion are still a reality.

Chasing up the job won't make it go any faster.

Jase2985

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#1499390 25-Feb-2016 19:57

you will get contacted when something is going to happen, calling trying to get clarification isnt going to help you, its pretty much going to happen when its going to happen.

yes it sucks, but at least your getting fibre. just sit back and wait

timmmay

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#1499393 25-Feb-2016 20:01

My install took almost a year. Patience is your only choice.

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PhantomNVD

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#1499408 25-Feb-2016 20:25

Is the same true for copper?

I put an order in over three weeks ago for a VDSL 'naked' connection (distribution fibre only passing my doorstep-different story) to my brand new build house, which we take possetion of next week and only yesterday did a tech appear, promptly declaring there's no connection at my boundary, just as I'd informed the ISP, and now apparently I'm on a 'hold' as they have to figure out how to provision my line? (my electrician already ran the cable to the boundary)

Surely the grey post on the road opposit would be the logical link and after waiting 2 weeks already I'd have expected them to consult their map at least and made this obvious link already?

Might need my own thread but saw this and wonder if it's a general state for Chorus or UFB specific...

sbiddle

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#1499512 26-Feb-2016 07:48

PhantomNVD: Is the same true for copper?

I put an order in over three weeks ago for a VDSL 'naked' connection (distribution fibre only passing my doorstep-different story) to my brand new build house, which we take possetion of next week and only yesterday did a tech appear, promptly declaring there's no connection at my boundary, just as I'd informed the ISP, and now apparently I'm on a 'hold' as they have to figure out how to provision my line? (my electrician already ran the cable to the boundary)

Surely the grey post on the road opposit would be the logical link and after waiting 2 weeks already I'd have expected them to consult their map at least and made this obvious link already?

Might need my own thread but saw this and wonder if it's a general state for Chorus or UFB specific...

A new build is very different to a simple connection where there is already an intact connection or copper. The mere fact your closest pillar is the opposite side of the road means it should have been lodged as a new build which needs to go through a design phase first.

How can the cable get to the pillar on the other side of the road? If the only way is via power poles then consent will need to be gained from the local lines company at a very minimum.

MikeB4

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#1499523 26-Feb-2016 08:26

A genuine question, if UFB is in the street why does it take so long to connect to the house.? In some cases up to twelve months.

I use as an example my VF HFC connection, it was in the street (all underground) and needed to come up our 30 meter shared drive then 10 meters to my home. From the time I contacted Vodafone it took two weeks to be completed.

sbiddle

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#1499530 26-Feb-2016 08:41

MikeB4: A genuine question, if UFB is in the street why does it take so long to connect to the house.? In some cases up to twelve months.

I use as an example my VF HFC connection, it was in the street (all underground) and needed to come up our 30 meter shared drive then 10 meters to my home. From the time I contacted Vodafone it took two weeks to be completed.

The answers to that question are answered in the many threads on here about delays.

It's safe to say you really only hear about the bad installs.

You don't hear about the vast majority of installs that go without issue and can occur within 1-2 weeks. Right now those times are being extended slightly due to the massive uptake but the real world reality is if you're in a SDU with no network build required and are classed as a "simple install" (vast majority of premises) and have fibre at your gate then you can easily expect an install within a couple of weeks. My install in May last year last year would have gone from lodging the order to scoping to civil work (trenching) to install all within 2 weeks had I not had a week long holiday so had to extend this out. @freitasm had his install a couple of weeks ago go flawlessly within a very short timeframe.

MikeB4

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#1499531 26-Feb-2016 08:45

sbiddle:
MikeB4: A genuine question, if UFB is in the street why does it take so long to connect to the house.? In some cases up to twelve months.

I use as an example my VF HFC connection, it was in the street (all underground) and needed to come up our 30 meter shared drive then 10 meters to my home. From the time I contacted Vodafone it took two weeks to be completed.

The answers to that question are answered in the many threads on here about delays.

It's safe to say you really only hear about the bad installs.

You don't hear about the vast majority of installs that go without issue and can occur within 1-2 weeks. Right now those times are being extended slightly due to the massive uptake but the real world reality is if you're in a SDU with no network build required and are classed as a "simple install" (vast majority of premises) and have fibre at your gate then you can easily expect an install within a couple of weeks. My install in May last year last year would have gone from lodging the order to scoping to civil work (trenching) to install all within 2 weeks had I not had a week long holiday so had to extend this out. @freitasm had his install a couple of weeks ago go flawlessly within a very short timeframe.

Thanks for that I appreciate your time to reply, I had a feeling that was the case.

freitasm

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Geekzone

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#1499533 26-Feb-2016 08:51

My UFB install took 90 minutes from Chorus arriving here to leaving. It was an aerial drop so no digging involved - and it was a Saturday morning.

MikeB4

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#1499550 26-Feb-2016 09:05

freitasm:
My UFB install took 90 minutes from Chorus arriving here to leaving. It was an aerial drop so no digging involved - and it was a Saturday morning.

Excellent

DarthKermit

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#1499560 26-Feb-2016 09:11

freitasm:

My UFB install took 90 minutes from Chorus arriving here to leaving. It was an aerial drop so no digging involved - and it was a Saturday morning.

Did you have an overhead phone line to your house? If so, was it removed when the fibre went in?

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