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5385 posts

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  # 1586185 5-Jul-2016 10:23
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NZLion:

 

2Degrees hasn't asked anyone to come to my apartment, and the callcentre agents have no idea why chorus require physical access

 

 

An excuse to delay your job?  Chorus have lots on.  Anything they can push off onto someone else is job temporarily off their list?

 

 





Mike



20 posts

Geek


  # 1586692 5-Jul-2016 20:35
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I spoke to a manager at 2degrees yesterday, he escalated in some way with Chorus. When he called me back around 3pm the update was "24 to 48 hours".
As there was no change by the time I got home today, I called up and the agent read my notes aloud... Apparently Chorus cancelled the request because another process was already underway for my address. Someone on the 2degrees procurement team had caught that response this afternoon and gone back to Chorus demanding an explanation, but true to its reputation; Chorus has been unresponsive so far.
I've also tried engaging @ChorusNZ on Twitter, so the path that actually leads to me having internet at home may start there. Who knows.
I am not sure what date I first spoke to 2degrees to start the process of getting internet at this place (either 28/5 or 2/6 based on my call history) But I have a photo in my phone from when I collected the serial off the ONT to pass through to (in theory) speed up the process. That was taken on June 11.

 
 
 
 


826 posts

Ultimate Geek

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  # 1586793 5-Jul-2016 21:23
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I must admit, I was considering posting the details of my churn with 2Degrees on here - suffice to say, someone needs to look into their communication processes in getting info from the customer to the LFC. Through my employment, I have access to things like the UFF Helpdesk and NOC, which meant that over the course of near daily calls I managed to (through getting UFF to lodge information requests with explicit instructions) go from 2Degrees lodging a whole new install, to lodging a second port activation. It was like pulling teeth. It might be a rare occurrence, but it shouldn't be one at all. Once they get the service in, it's fantastic, but it isn't as difficult as they make out.

 

 

Definitely ping @ChorusNZ, I can't imagine that they wouldn't have a better insight into the situation - I know in my case, the information I got from 2Degrees versus the information I got from UFF was completely different, and I'd generally trust the LFC and Service Companies over the RSPs.




Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.


70 posts

Master Geek


  # 1586823 5-Jul-2016 22:05
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toejam316: I must admit, I was considering posting the details of my churn with 2Degrees on here - suffice to say, someone needs to look into their communication processes in getting info from the customer to the LFC. Through my employment, I have access to things like the UFF Helpdesk and NOC, which meant that over the course of near daily calls I managed to (through getting UFF to lodge information requests with explicit instructions) go from 2Degrees lodging a whole new install, to lodging a second port activation. It was like pulling teeth. It might be a rare occurrence, but it shouldn't be one at all. Once they get the service in, it's fantastic, but it isn't as difficult as they make out. Definitely ping @ChorusNZ, I can't imagine that they wouldn't have a better insight into the situation - I know in my case, the information I got from 2Degrees versus the information I got from UFF was completely different, and I'd generally trust the LFC and Service Companies over the RSPs.

 

Work for another RSP, looked at initial post and cringed, looks like a simple comms issue right? I've managed to get Chorus/UFF records on track provided I was convincing and had ONT serial numbers pretty easily. A month for an ONT activation is pretty bad.


1537 posts

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2degrees

  # 1586965 6-Jul-2016 10:09
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Hi all,

 

NZLion has provided his details to us and we've taken a look at the situation. This particular case was a records issue on Chorus's side, which it took them a while to remedy. They had no record of that ONT in use on their network, nor services installed to that particular apartment, and as such needed to re-scope the address to confirm everything is there and correct, and get that loaded in to their system. This necessitated a new order to be run to pick up the updated details, which was done yesterday as requested by Chorus, and scheduling is now confirmed for tomorrow.

 

Had the records been correct from the get go, we would have had this connected quite a while ago. 

 

Thanks

 

Ralph ^JOB




20 posts

Geek


  # 1586970 6-Jul-2016 10:13
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A text this morning from 2degrees telling me that I should be sorted sometime tomorrow. We shall see




20 posts

Geek


  # 1587779 7-Jul-2016 18:06
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That text was accurate laughing

 

I phoned from work this afternoon and was told it was working. When I got home from work I had to alter a couple of settings at my end, after which I am now up and running.


 
 
 
 


4935 posts

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  # 1587780 7-Jul-2016 18:07
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Welcome to the Club. laughing


Mad Scientist
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Lifetime subscriber

  # 1587782 7-Jul-2016 18:12
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What would one do without geekzone eh? You'd still be waiting!





Involuntary autocorrect in operation on mobile device. Apologies in advance.


18103 posts

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  # 1587870 7-Jul-2016 21:07
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2degreesCare:

 

Hi all,

 

NZLion has provided his details to us and we've taken a look at the situation. This particular case was a records issue on Chorus's side, which it took them a while to remedy. They had no record of that ONT in use on their network, nor services installed to that particular apartment, and as such needed to re-scope the address to confirm everything is there and correct, and get that loaded in to their system. This necessitated a new order to be run to pick up the updated details, which was done yesterday as requested by Chorus, and scheduling is now confirmed for tomorrow.

 

Had the records been correct from the get go, we would have had this connected quite a while ago. 

 

Thanks

 

Ralph ^JOB

 

 

RemoteID mismatch?


18103 posts

Uber Geek

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  # 1587872 7-Jul-2016 21:08
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joker97:

 

What would one do without geekzone eh? You'd still be waiting!

 

 

Correct.

 

The key is to process a request when the planets are aligned. Then take away the last number you though of.


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