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3 posts

Wannabe Geek

# 213903 18-Apr-2017 13:55
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I've recently moved house into a Multi Dwelling Unit. All apartments in the block have a Chorus box installed internally ready to go.


I have signed up to 2Degrees UFB, and was advised by text that my service would be connected on 15/04/17 (the Saturday of Easter Weekend). 2Degrees just required the Serial Number for the pre-installed box, and advised (after a bit of questioning) that it was a simple as pretty much pressing a few buttons and I'd be good to go. No need for anyone to visit my property, just a case of switching it on remotely and off I go.


I've connected my modem after it arrived today, and it's not getting any internet connection at all.


Having called 2Degrees, they have looked at my account and have said that Chorus have not yet advised them that they have completed the connection. They can't tell me why not, and also can't tell me when it will be connected.. They are putting a request into Chorus today to find out more, but can't tell me when the connection will go live. I've been asked to give them 4-5 hours to receive details back from Chorus. (although that timeframe takes me to around 1800, and they have said Chorus close to calls at 1700/1730, so if they haven't had a response, I'll have to start again tomorrow probably...


My questions are:


- Is this a normal occurrence (not being connected on the date advised)


- Is it possibly due to Easter and in fact, that connection date was never going to happen?


- Is the information I was given around the connection process being so simple actually correct?


- Will I now be returned to the bottom of the queue for connections, as this one hasn't happened, or will I get priority as it wasn't completed when Chorus advised that it would be?


- If Chorus haven't connected on the date they specified, how long should I expect (from today, the next working day) for it to be resolved?











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Uber Geek
+1 received by user: 649

  # 1766723 18-Apr-2017 14:02
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It sounds like you have an intact connection, and yes, these generally can be provisioned remotely on the next business day or Saturday, public holidays excluded. Easter Saturday is not a public holiday so should've been fine.


It's rare for an intact connection to fail. (I would estimate it's less than 1%.) 2degrees should've raised an escalation from Chorus if they missed the commit date, and they should've gotten a reply from Chorus back in 30 minutes. If they don't get a response within 30 minutes they should escalate further. I would've expected it to be fixed today if it's just a provisioning problem.


You do have a green optical and power light on the ONT? Do your neighbours have working fibre connections? (I had a case for a new building in Auckland city. People have already started moving in, but Chorus haven't finished setting up the fibre for the building yet, so no one could get any fibre. As this is a new building there's no copper so DSL won't work. That wasn't fun.)

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Wannabe Geek

  # 1766726 18-Apr-2017 14:11
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Thanks for reply!


Yes to green power light on the ONT and yes to others in building having working connections.


I'll give 2Degrees another hour and then call them back and have them escalate it with Chorus!




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Uber Geek
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  # 1791951 30-May-2017 19:02
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Just a thread bump here as I'm looking at changing providers too. How do I locate the serial number on my Chorus ONT?

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Lifetime subscriber

  # 1791989 30-May-2017 20:38
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On the back of it


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  # 1792042 30-May-2017 22:07
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Thanks :)

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Wannabe Geek

  # 1792062 30-May-2017 23:04
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Quick update which I meant to post when this was sorted.

Turns out Chorus have 2 systems that don't talk to each other (of course)!

When my install date was agreed with me via 2degrees, it was only loaded onto one of the chorus systems and not onto the one that tells chorus team the date for install!

A call to 2degrees later that day to follow up (and a small amount of 'this isn't really my fault that the systems don't communicate with each other' from me) and my service was installed (switched on remotely) within 20 minutes and I was up and running with no problems.

So - if you push hard enough and a genuine mistake has been made, turns out chorus can connect you very quickly, so if you know you're right, make sure they know it and they do come to the party and make it right!

Also, pretty sure my serial number is on the sticker with the QR code on the front of the box. ????

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