Ongoing faults - Chorus repeat returns

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hsvhel

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#210261 20-Mar-2017 10:33

Team

Wondering if there are some helpful Chorus techs lurking these forums that maybe able to lend an eye over an ongoing issue we are having.

The techs have been out on multiple occasions and the exact same fault returns shortly after. I have continually logged the errors with our ISP. And currently have another open ticket for investigation and visit from the tech, this i am happy to PM

Background

One ring fault, after rain, or intermittently during other weather. Each time the issue is rectified without entry to the property. All is done at the street connection. Each time fault is rectified and card left as service restored.

Service was restored Friday last week and Saturday, the issue returned, another call has been logged for this.

If anyone within/associated that can view the job details and get in touch that would be great.

The house is void of a cell phone signal and the phone/ADSL and subsequently the Femtocell are of some requirement on a reasonable functional basis.

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hsvhel

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#1822380 14-Jul-2017 11:45

Quick bump to check if anyone from Chorus might be able to lend an ear and have a look at the case on the above, its still ongoing.

The responding techs have been polite and helpful but its going on too long.

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hio77

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#1822388 14-Jul-2017 12:05

i'd recommend attempting to get your rsp to escalate this via their assure paths as a repeating fault.

Chorus and your rsp don't want these faults coming back every few days, it is just a waste of time and money for everyone!

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hsvhel

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#1822391 14-Jul-2017 12:13

hio77:

i'd recommend attempting to get your rsp to escalate this via their assure paths as a repeating fault.

Chorus and your rsp don't want these faults coming back every few days, it is just a waste of time and money for everyone!

Thanks, RSP is involved with the constant logging of unresolved issues. The contact there has been great. But he is doing what he can, and that is resulting in repeated return visits with no resolution longer than a few hours.

Was wondering if someone here within Chorus could lend an eye over the case to see if the ball is being dropped.

There is no doubt from the techs there is a fault on the line, but we are coming up nearly a 8 months since first report and the owners are older and not technically experienced. ADSL is required as the sure signal attached to the service is a must as there is 0 cell service inside the house and in their general location.

VF has been great with extra mobile data to cover the down time and diverting the phone to the mobile......but with no signal its not of much use

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hio77

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#1822398 14-Jul-2017 12:21

hsvhel:

Thanks, RSP is involved with the constant logging of unresolved issues. The contact there has been great. But he is doing what he can, and that is resulting in repeated return visits with no resolution longer than a few hours.

Was wondering if someone here within Chorus could lend an eye over the case to see if the ball is being dropped.

There is no doubt from the techs there is a fault on the line, but we are coming up nearly a 8 months since first report and the owners are older and not technically experienced. ADSL is required as the sure signal attached to the service is a must as there is 0 cell service inside the house and in their general location.

VF has been great with extra mobile data to cover the down time and diverting the phone to the mobile......but with no signal its not of much use

i don't intend to sound like i'm saying the RSP is not doing their job, does sound like they have been great.

What i'm saying is at this point, it should have been taken to an escalation path where it gets a proper look-over from chorus at a higher level as it would appear the techs are likely not resolving the root cause.

by the sounds of things i'd suspect it's been a wet/corroded connection that is being repaired and spliced all around at this stage..

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

DarkShadow

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#1822401 14-Jul-2017 12:23

hsvhel:

hio77:

i'd recommend attempting to get your rsp to escalate this via their assure paths as a repeating fault.

Chorus and your rsp don't want these faults coming back every few days, it is just a waste of time and money for everyone!

Thanks, RSP is involved with the constant logging of unresolved issues. The contact there has been great. But he is doing what he can, and that is resulting in repeated return visits with no resolution longer than a few hours.

Was wondering if someone here within Chorus could lend an eye over the case to see if the ball is being dropped.

There is an escalation option your ISP can use, that is different to the standard logging of faults. This will bring it to the attention of higher ups in Chorus. See if Vodafone will do this for you.

1cloud

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#1822433 14-Jul-2017 12:53

hsvhel:

If anyone within/associated that can view the job details and get in touch that would be great.

The house is void of a cell phone signal and the phone/ADSL and subsequently the Femtocell are of some requirement on a reasonable functional basis.

get too wet of the copper line into you house. happened to me two month ago.

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hsvhel

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#1822459 14-Jul-2017 13:26

hio77:

hsvhel:

Thanks, RSP is involved with the constant logging of unresolved issues. The contact there has been great. But he is doing what he can, and that is resulting in repeated return visits with no resolution longer than a few hours.

Was wondering if someone here within Chorus could lend an eye over the case to see if the ball is being dropped.

There is no doubt from the techs there is a fault on the line, but we are coming up nearly a 8 months since first report and the owners are older and not technically experienced. ADSL is required as the sure signal attached to the service is a must as there is 0 cell service inside the house and in their general location.

VF has been great with extra mobile data to cover the down time and diverting the phone to the mobile......but with no signal its not of much use

i don't intend to sound like i'm saying the RSP is not doing their job, does sound like they have been great.

What i'm saying is at this point, it should have been taken to an escalation path where it gets a proper look-over from chorus at a higher level as it would appear the techs are likely not resolving the root cause.

by the sounds of things i'd suspect it's been a wet/corroded connection that is being repaired and spliced all around at this stage..

Understand where you're coming from. As far as further escalation, it has been asked, even begged for. But with not having a direct line to the repair group, i believe VF to be at the mercy of their system also.

Hence asking here to see if someone could glance at the case. Faults happen, i accept that, but the time taken for resolution is the issue.

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FIFO

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#1825775 20-Jul-2017 11:22

The Chorus Twitter team is good at following up, just tweet nicely and they will DM you. @ChorusNZ