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73 posts

Master Geek
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Topic # 201461 19-Aug-2016 12:26
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Oh how I wish for the old Telecom monopoly sometimes. I, along with others, despair at the dogs breakfast the service levels offered Chorus have become. Thank you Mr. Cunliffe.

 

I thought I might share of my experiences with dealing with this entity. I invite any comment or suggestion that might benefit my clients featured in Cases 1 and 3. While the rollout in Case 2 irks me, I'm not losing sleep over it, the missus needs to clear her backlog on MySky before I give up my VDSL.

 

 

 

Case 1. Out of legislative requirement, client is moving out of what has become a fast developing peri-urban area in Auckland. When approached 14 months ago, Chorus (through our provider) assured us that services will be delivered to the address by June/July 2016. With this in mind the client dug a 1m deep, 150m trench and laid down conduit from the boundary line to where the new building will be. After a brief discussion we agreed a 10pr copper cable being fed through it might be a good idea (just in case). When I checked again in Oct '15, that was pushed back to Apr/May '17. Come Jan '16 it had fallen off the map. The best that we could hope for is a 1-2Mb ADSL connection.

 

Interestingly, after a lot of letter writing (to applicable MPs and Ministers) and hand wringing, VisionStream called to say that they were 'scoping' the site and a design would be imminent. Anticipated completion date Oct/Nov '16. That was nearly 4 months ago and so far it's still in 'design'. The client moves into the new premises in 8 weeks. Seems that we're going to be giving Netspeed's 4G a good test. As it'll need to support both data and SIP.

 

 

 

Case 2. Our own property. Rixon, the Chorus contractors, dug up the footpaths and berms along our road some months ago. When they first arrived, I spotted them wandering around with maps and drawings in hand looking for something. Being curious and neighbourly I went to see if I could help. They showed me the drawings and said they were hunting for the existing copper cable plinth. They said it was to be their endpoint to complete the install for our street. I showed them the one that sits just inside our fence at the corner of property. The one that has conduit running from it to the corner of my house. Elated, they sprayed a line of paint along the length of our berm and up to the fence. Then went to resume work on trenches. I watched them go up the other side of our street and then down ours. The trench stopped at our next door neighbour....35m short of the plinth location. Because of time constraints, the work crew told me that they were instructed to cut work short and showed me where the cable ended The opposite end of the property. The end where there is a small orchard of fruit trees between the fence line and a wide concrete apron that encompasses that side of the house and carport. I was told to take it up with Chorus. Chorus said take it up the ISP.

 

 

 

Case 3. Another client, a medical practitioner. He moved into his new premises in a new medical 'campus' in South Auckland last weekend. Application was made for services in May. As the new centre is fibre only we were told it would take 6-8 weeks before services would be delivered. 15 weeks later the job is apparently still at the 'consent' stage. Which has us all perplexed as the consents were given 13 weeks ago. The cable cluster is actually already in the the manhole directly outside the client's new office window. Before the interior was even begun I sighted the conduit duct. It came through from the manhole and up the wall into the ceiling space. Cables for the other 4 units in the wing are all accounted for right above his head.

 

Chorus have offered us an emergency copper feed (say what? I thought this was fibre only) to provide a landline and ADSL, but it'd cost the practice $4500.

 

 

 

Case 4. Chorus came and put fibre into the next neighbour's house. They dug a 4cm* deep trench parallel to the driveway and left him with an eye sore plumb centre of the front wall of his house. When he asked me what he could about it, I suggested some dense shrubbery.

 

 

 

 

 

 

 

* I was under the impression (or delusion) that these trenches were to be no less than 'spade depth' or 30cm.

 

 

 

 

 

 


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  Reply # 1614291 19-Aug-2016 12:26
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 

If you are posting regarding DSL speeds please check that

 

  • you have reset your modem and router 
  • your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap 
  • your tests are always done on an ethernet connection to the router - do not use wireless for testing 
  • you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 

  • Your ISP and plan 
  • Type of connection (ADSL, ADSL2, VDSL) 
  • Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin) 
  • Your general location (or street) 
  • If you are rural or urban 
  • If you know your connection is to an exchange, cabinet or conklin 
  • If your connection is to a ULL or wholesale service 
  • If you have done an isolation test as per the link above 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 

I recommend you read these two blog posts:

 





I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



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Master Geek
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  Reply # 1614413 19-Aug-2016 15:37
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Who is selling you these services (who is the ISP)?

 

It sounds like they are possibly not doing you a great service here.
It is a bit hard to tell without specifics.

 

UFB takes as long as UFB takes to get installed, things can be pushed along, consents are pretty easy to get pushed along as you deal with Wilson Hurst or UCG directly. Design / network build / build can be a problem but I always ask for an RFS date and keep chasing when it gets bumped. Vision stream seem to routinely slip 2 or 3 times which is about 2-3 months on most builds I have been involved with this year.

 

If it is an SDU or the MDU/ROW build has been done it generally should not take more than a month but sometimes issues pop up.

 

Case 1
Dates move, it is annoying, if you DM me the address I can check. There are also other options for some areas in Auckland.

 

Case 3, that is the cost to do a full Copper install the sounds of it. Getting hands on with the consent process and following up every week can push things along.

 

Case 4, you can complain about installs.

 

Hi team, correct reinstatement process is:
customer's details (name, address, phone number); service order# wireline reference number; and any supporting information such as photos, are emailed to Chorus.

 

[Mod edit (MF): removed Chorus email address used by RSPs only]




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Master Geek
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  Reply # 1628869 13-Sep-2016 20:10
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Thanks for the heads up, I advised the neighbours accordingly.

 

The next door neighbour has already seen a return of the install team.The 'ETP' has been moved around to the side of the house and the 'ONT' installed near the TV. Previously it was in the garage.

 

Across the road, he remonstrated with the installer who wanted to run a shallow trench across the front lawn and placed the 'ETP' near the front door. The guy then disappeared. He reappeared an hour later with two colleagues and they proceeded to dig a 300mm deep trench along the fence line, across to the back of the house, under a pathway to where the existing Telecom copper connection entered the house. They mounted the 'ETP' there. Cables were run under the house to the study and the 'ONT' was installed there.


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  Reply # 1628921 13-Sep-2016 20:50
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atomeara:

 

Who is selling you these services (who is the ISP)?

 

It sounds like they are possibly not doing you a great service here.
It is a bit hard to tell without specifics.

 

UFB takes as long as UFB takes to get installed, things can be pushed along, consents are pretty easy to get pushed along as you deal with Wilson Hurst or UCG directly. Design / network build / build can be a problem but I always ask for an RFS date and keep chasing when it gets bumped. Vision stream seem to routinely slip 2 or 3 times which is about 2-3 months on most builds I have been involved with this year.

 

If it is an SDU or the MDU/ROW build has been done it generally should not take more than a month but sometimes issues pop up.

 

Case 1
Dates move, it is annoying, if you DM me the address I can check. There are also other options for some areas in Auckland.

 

Case 3, that is the cost to do a full Copper install the sounds of it. Getting hands on with the consent process and following up every week can push things along.

 

Case 4, you can complain about installs.

 

Hi team, correct reinstatement process is:
customer's details (name, address, phone number); service order# wireline reference number; and any supporting information such as photos, are emailed to Chorus.

 

 

Not sure who Chous is, but get correct email address for starters. 

 

Im not sure many citizens know what a wireline ref is. So are you suggesting that everyone goes direct to the LFC?

 

[Mod edit (MF): removed Chorus email address used by RSPs only]


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Ultimate Geek
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  Reply # 1629048 14-Sep-2016 07:52
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AFAIK the email address is specifically for RSP use only, to enquire about the status of inflight orders - it's not for the general public to contact Chorus directly for any reason.

 

All reinstatement issues should be emailed to contactus@chorus.co.nz along with the address and Chorus Portal ID (usually 100xxxxxx). End customers are welcome to use this email address, or RSP's can email on their behalf.

 

Wireline is only used for DSL and POTS orders. It hasn't been used for fibre orders for a few years now.

 

[Mod edit (MF): removed Chorus email address used by RSPs only]





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




73 posts

Master Geek
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  Reply # 1638205 21-Sep-2016 13:36
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After daily wrangles and dealing with various parties pointing fingers, Case 3. finally got his fibre connected yesterday. It became an all day event with trenching happening from 300m down the street.

 

 

 

Case 1. is a nightmare in motion. While UFB is but a pipe dream they were denied transferal of their present ISDN service, as the exchange they'll now connect to will not support it. Electing not to explore VOIP over 4G, their last resort is PSTN for voice. An install date had been given for yesterday, but alas, it's been kicked back to 'complex build' as they need to thrust underneath the road.

 

What baffles and irks me is that I've met 3 different Chorus/Visionstream reps on 4 separate occasions on site since April, and every time we've had the same discussion about what would be required. It's in the site notes. It was long ago determined that if they were to pursue copper, they would have to go underneath the road. But when the job gets booked, the team that gets sent out first are the termination guys, not the digging crew. The client plan on being in the property in 3 weeks time.

 

The bright side is the 4G Wireless Broadband. Outstanding results with a desk standing router....even more impressive with the roof mounted yagi. I'll be demonstrating the proficiency of VOIP over 4G tomorrow. Maybe they'll come round.


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  Reply # 1638209 21-Sep-2016 13:42
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ISDN is a tricky service and isn't available at all exchanges so it doesn't surprise me at all that you have issues there. Especially if you wanted to take the same numbers and any DDI ranges across from one exchange to the other.

 

I would say moving to a VoIP solution if you had business services is the future proofed option. That would be done in conjunction with your account manager.

 

So really Case 1 isn't Chorus' fault, it's not properly talking with whoever is your retail service provider about the options on how to move the ISDN based PBX service to a new exchange.






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  Reply # 1638295 21-Sep-2016 16:08
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pristle:

 

The bright side is the 4G Wireless Broadband. Outstanding results with a desk standing router....even more impressive with the roof mounted yagi. I'll be demonstrating the proficiency of VOIP over 4G tomorrow. Maybe they'll come round.

 

 

I would never deploy VoIP over 4G unless it was over a private APN (such as the Spark solution). Just look at the dramas a few others have had on here doing the same thing on a public APN with no QoS.

 

 




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Master Geek
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  Reply # 1638921 22-Sep-2016 18:13
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BarTender:

 

ISDN is a tricky service and isn't available at all exchanges so it doesn't surprise me at all that you have issues there. Especially if you wanted to take the same numbers and any DDI ranges across from one exchange to the other.

 

I would say moving to a VoIP solution if you had business services is the future proofed option. That would be done in conjunction with your account manager.

 

So really Case 1 isn't Chorus' fault, it's not properly talking with whoever is your retail service provider about the options on how to move the ISDN based PBX service to a new exchange.

 

 

 

 

I really didn't want to apportion blame, as the client needs to wear some of that too. Chorus advised early March that ISDN was off the table. That had been established back then without a site visit. As it was reported back to me by 3 different providers, the infrastructure supporting anything beyond PSTN and ADSL1, to the new address just wasn't there. This was passed on to the client accordingly.

 

The quest for ISDN was resurrected by a new person at the helm who expressed some doubt that I was being fully candid when I suggested that options were limited. He sensed that I was on a mission to provide just a 4G solution. I did try an explain that it was a last resorts option. The PBX rep was called in and the cycle that was processed earlier this year began again.

 

 

 

As for Chorus though, what I find irksome, is that with this fore knowledge noted in the client's record, they insisted on having a rep meet me on site on 3 separate occasions (if you include an UFB scope) to audit for something that was never going to eventuate.


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  Reply # 1639001 22-Sep-2016 20:54
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pristle:

 

Oh how I wish for the old Telecom monopoly sometimes. I, along with others, despair at the dogs breakfast the service levels offered Chorus have become. Thank you Mr. Cunliffe.

 

 

 

 

 

 


The days where some nasty old hag at Telecom hobbled me with a 128kb connection for years while the world charged into the millennium with hi speed progress. Where confusion was a tool to be used on the public to increase profits for her and her shareholders.

 

I'll keep the dogs breakfast thanks, I've had quite enough of the dogs oily diarrhea.


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Ultimate Geek
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  Reply # 1699998 7-Jan-2017 19:39
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Admins, can we please have the NGA Email address refs removed from these posts please.  As others have said this is an internal address and shouldn't be used by the public.  Customers can contact Chorus for escalations & quality issues through 0800 600 100, contactus@chorus.co.nz, Twitter or Facebook.


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  Reply # 1700001 7-Jan-2017 19:48
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I have removed the email address, but posting is not guarantee a moderator will see a comment. In cases where a change is needed please use the REPORT option and moderators instantly receive an email notification.





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  Reply # 1700054 7-Jan-2017 21:49
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Have you considered trying to use Vector for some of these builds? I'm not sure where they're located, but that's what we've done - Where Chorus can't (or won't) install in a reasonable time, we've gone to Vector. Haven't yet let us down, although most of our installs are in Auckland Central where I'm guessing their network is larger.






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