Chorus UFB - "We need your router"

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chevrolux

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# 208029 24-Jan-2017 09:54

What's up with this? Just lately have had a string of installs get held up because Chorus wouldn't come onsite without the router being available. We got in to a habit of not sending routers until the install was confirmed as we don't want routers to sit at a customer site for months in case it goes missing etc.

But now Chorus are being stubborn about even installing the ONT without the router onsite. They used to just do a traffic test to confirm the circuit was good.

Main reason I don't want Chorus to muck around with the routers is because the complete lack of competency the vast majority of techs have and don't want them mucking around with networks - these are all small business installs. Example: Had one the other day where the Chorus tech found an old Spark router, removed our draytek/mikrotk combo from the network and put the Spark router in place. Of course this caused a butt load of issues with the phone system, file server and VPN to remote site.

I can maybe understand in a residential situation but they shouldn't even be touching stuff on the "LAN" side of the ONT as far as I'm concerned.

atomeara

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# 1708519 24-Jan-2017 10:59

I just say we are sending a tech out once the UFB is up and going, they seem happy with that.

hio77

'That VDSL Cat'
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Spark

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# 1708546 24-Jan-2017 11:19

I can see merits in terms of making sure the customer is all online with their RGW, however in this situation i really would say its best that chorus simply make do with what they have.

Test their conectivity and let the customer know they just need to plugin their RGW when it arrives.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Wheelbarrow01

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Chorus

# 1708663 24-Jan-2017 13:31

hio77:

I can see merits in terms of making sure the customer is all online with their RGW, however in this situation i really would say its best that chorus simply make do with what they have.

Test their conectivity and let the customer know they just need to plugin their RGW when it arrives.

The problem with the above scenario is that many (and I mean many) customers then call the RSP and complain that they don't know how to connect the RGW and can't (or don't want to) follow the written instructions provided on how to do so. They then insist on getting the tech back out (which is not possible).

This is why Chorus (and other LFCs) have insisted for some time that the RGW must be onsite prior to the technician visit. While some techs do carry their own test routers, many don't.

I am aware that there can be issues when business customers have complex internal networks onsite. In Spark Digital's case, our site instructions to the tech are very clear - the tech is instructed to install the ONT, connect the new router to it and confirm service, but he (or she) is also instructed not to touch the customer's pre-existing network onsite under any circumstances unless their IT consultant is in attendance and gives permission.

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

Darren0

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# 1708746 24-Jan-2017 14:24

Weird, cases I've oversaw we just have the tech grumbling, they call their support line and confirms it's provisioned and leaves, I've not had a tech outright refuse installation without a CPE present.

Like Wheelbarrow01 says, businesses are a different case and the tech's shouldn't touch a damn thing. They already have enough trouble to not break existing services as it is...

Dairyxox

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# 1708828 24-Jan-2017 16:02

When I got my Fibre install scoped, the guy was asking if I'd received the modem, even at that early stage.

He also explained that it was strongly preferred that I have the modem at the time of the install.

Lorenceo

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# 1708835 24-Jan-2017 16:14

I've seen something similar happen. A Chorus tech stayed at the customer's premises trying to configure the random router (not ISP supplied) they had there, even though they had installed and provisioned the ONT.

nigelj

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# 1708871 24-Jan-2017 17:01

Solution: "There is no router, the fibre is just for plugging this laptop I've got laying around, into" + if needed ", yes it does do VLAN tagging"

lucky015

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# 1708883 24-Jan-2017 17:46

Haven't had any refusing installs in a while but have had quite a few lately which have been setting our routers (Which come pre-configured) up with other companies connection types lately.

Luckily a factory reset fixed it but it'd be nice if they tried this first!

Perpetually undecided.

chevrolux

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# 1708886 24-Jan-2017 18:15

atomeara:

I just say we are sending a tech out once the UFB is up and going, they seem happy with that.

Yea thats exactly what I say but its just been a couple lately that have just flat out refused to come back on site. We then get our wholesaler to push an update through from their side and the tech goes back on site.