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Master Geek
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Topic # 198978 30-Jul-2016 05:14
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Few months ago my mum got Fibre installed, I didn't have much involvement until recently when my mothers partner mentioned internet problems at the house and my mum didn't want to ask me about it since I've been busy. She comes from a generation where you grin and bear problems it seems.

 

Anyway I rock up and realise the problem immediately, the ONT is installed in the garage at the far end of the house, opposite end to the TV and computer and the router is sitting right beside it. In fact, the ONT was positioned in the most convenient spot for the guy that did the installation I thought.

 

It was a battle to get the information out of my mum (unnaturally non technical and didn't want a fuss) but in the end I gleaned:

 

     

  1. Installer advised the garage was the best spot for her.
  2. She would get fantastic coverage on the house from that location.
  3. She signed the scoping form.

 

Not sure about your mum but mine is about as technical as three corn patties, so for me it's very easy to see why the ONT ended up installed where it did - she 150% trusted the recommendation given. She is elderly, non technical and very gullible. I know because I ring her up a couple of times a week using the same silly voice and she falls for it every time. 

 

Her ISP Spark were flawless in there handling of the issue, I ended up with assurances that the ONT would be moved at no cost and the girl gave me her email to follow up if the job was still charged.

 

The first bloke that turned up from Chorus was an absolute knob end, he clearly did not want to do the job. Making comments, arguing on the phone. Suggesting my mum go buy a new wireless AP. He also explained to me that he and his fellow technicians are protected because my mum signed the scope in form. I told him I'm heading around to his mothers house to trick her into signing a load of crap - he understandably did not like my argument.

 

It was a big annoying thing which ended up with him logging the job as "Could not make contact with customer" and abandoning the work. He said 'someone' would be in touch. No-one got in touch of course. 

 

Another complaint and a new bloke from Chorus rolled up to mums house. Professional, no crappy comments, no messing around. Job done.

 

Chorus made good as far as I am concerned, they could've argued the signed form or the length of time that had passed but they came to the party and fixed the bad - well done.


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  Reply # 1601176 30-Jul-2016 06:54
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I'd write a quiet letter of complaint about the first chap with a letter of appreciation of professionalism for the second chap.

A.

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  Reply # 1601199 30-Jul-2016 08:47
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Chorus / Vision stream use the excuse ' could not make contact quite often '

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  Reply # 1601203 30-Jul-2016 09:00
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Would probably have been easier for them to retrofit a cat 6 cable between ONT and new router last location, rather than move the ONT after install. Good they made it better though, although I'm surprised they accepted that as a fault.



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  Reply # 1601271 30-Jul-2016 11:29
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jonb: Would probably have been easier for them to retrofit a cat 6 cable between ONT and new router last location, rather than move the ONT after install. Good they made it better though, although I'm surprised they accepted that as a fault.

 

That was one of the many suggestions guy1 offered. I accepted the cat6 idea and was keen to see it done up until he started insisting my mum would be paying for it. That is pretty much the exact moment the "we are protected from this because your mum signed our form" thing happened and the conversation resulted in a second complaint and well... here we are now with a positive result.

 

 

 

 


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