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107 posts

Master Geek
+1 received by user: 6

# 213904 18-Apr-2017 14:18
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OK, I am now into the ninth month since I requested my UFB Fibre install at home.


June last year I got the mail drop saying fibre was available, I knew it was coming as the fibre contractors had been digging stuff up and making a general mess of everything in the street.  So I rang my ISP and they said yes it was available so I put my order in.


I waited and I waited, then I waited some more and then chased up my ISP they said they would investigate and get back to me.


A few days later I got an email from a company call UCG, they were looking after the consent process and it turns out rules are different and things get complicated if you like myself are one of two units with a shared driveway and permission was required from both owners, great I thought how do I approve, they said forms had been sent to both addresses already, I pointed out I had never seen the form.


A week later the form turned up, I promptly filled it out and returned it, and waitied again, and waited again and waited again. So I followed up UCG, they said they still had not received the approval form from the other unit and the order had been cancelled as it had effectively timed out.  They suggested I contact my neighbour.


Now I am on very good terms with my neighbour, we look out for each other and I give them really hot chilis, however, they are the tenants, not the owners, I asked them if they had any contact details on the owner, they said they didn't as they went through a property manager, so they would ask them.


About half an hour later I had a knock on the door, it was my neighbour, he had with him the consent form, he said it had turned up a couple of months ago but they didn't know what to do with it so had done nothing. They said they would pass it along to the property manager.


Now we are into November.


I continued to chase up UCG for updates on consent and my neighbours started asking me for updates as they wanted fibre too (we only have ADSL2, no VDSL so pretty slow), they kept saying they had no consent from the owner.  I asked the neighbours for the contact details of the property manager, they gave me a name and number so I called and left a message and waited.


A week later I called again and got hold of the property manager (why do people never return calls!), he said the owner lived off shore and was concerned that they will negatively impact the property value due to the mess the installers would make, I pointed out that there was existing ducting so no excavation was required. He said he would follow them up.


This went on for a few weeks including me providing a plan of where the cable would go and why it will actually improve not reduce the property value.  In February this year, they finally said they would sign.  By mid-March UCG confirmed they had all the consents, it only took 8 months.


So I contacted my ISP again and put through my order again and waited, luckily not as long this time.


A few weeks later I got a call from a guy who wanted to meet me to scope the install. We went over options and concluded using the existing ducting was the best approach.


So I waited again for next steps till last Monday.  Around mid-morning, I got a call from the installers saying they would be there in 15 minutes.  Now I live out Howick way in Auckland and work in CBD, and was right in the middle of being very bogged down so was in no position to drop everything and head home, they said I didn't need to be there as they didn't need to access into the house and had the agreed plan.  I was a bit apprehensive as I have seen many horror stories on some really shocking installs but thought it should be OK as they are using the duct.  I still planned to get home as soon as just to be sure.


Later that morning I got another call from the guys, it was very hard trying to understand what they were on about as they have very strong non-kiwi accents, but for some reason they wanted to get into the house now, I tried to figure out what they were on about, turns out they wanted to run the neighbours fibre through my garage, so I said I will try and get home as soon as they had other stuff they could work on.


I rushed home and found them blowing the fibre, they didn't need to get inside, after all, running the neighbours fibre under my house then along the fence, my fibre terminated on the front wall under the deck as had been discussed with the guy a few weeks ago, looked OK, happy with the location, however I quickly noticed a slot cut across the driveway and across my side path and evidence of a whole pile of digging. They had decided for whatever reason not to use the duct, they had made a bit of a mess of things with the digging but that would come right.  The cuts across the concrete were OK (at least they were straight). So I left them to it.


I asked them later on what next steps were and they told me to contact my ISP.


The next day I headed off to work (I leave at 6am so it's quite dark), and when I got home I saw what they had done with the slot cuts.  It looked like someone had just smeared concrete over the cut as quick as could leaving one hell of a mess (I have a coloured driveway).  Over the long weekend, I have spent several hours with a wire brush cleaning the mess up, looks a lot better now, at least it could be cleaned up!


Roll on to this morning, I am still patiently waiting for the inside bit and ONT to be installed.  I got an email from my ISP saying they had left a message for me regarding the install (nope they haven't and I know they have my right number as I had been contacted by them several times in the past).  The email detailed the next steps for the install starting with a visit tomorrow morning to scope the install, then the fibre from the street bit next week and lastly the final completion on May 1.  Hang on, hasn't 2/3rds of this process already been completed?


Call the ISP. They do some digging, no record of any of the above happening, I pointed out I have a lot of evidence that the fibre has been installed to the external demarcation point, so they put me on hold again and came back to me saying they installers hadn't updated the paperwork yet.


So when will the last bit of the install be?  First of May as per the plan I was told.


I am willing to bet good money that the scoping guy will turn up tomorrow anyway.


Why the #$@%! is this so hard?


You can make a baby in nine months.

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1474 posts

Uber Geek
+1 received by user: 400

  # 1766740 18-Apr-2017 14:24
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Where are you? (Roughly)


Different councils and network builders have different processes and customer experiences...

1607 posts

Uber Geek
+1 received by user: 648

  # 1766745 18-Apr-2017 14:31
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Yeah fibre installs can be a hassle.


9 months isn't that long though, I've had a case that took nearly 2 years.


There was a law change last week that would speed up the consents process for most people. 


Regarding property values, the landlord should know that in a few years time when Chorus stops offering copper, fibre would be the only way to get fixed internet. If their house can't get fixed internet, how would that affect their property values?


Did you take photos of the mess the installers left behind? If so ask your ISP to raise a complaint for you with Chorus, they shouldn't do that.


Good luck for your final install. :)


4764 posts

Uber Geek
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  # 1766747 18-Apr-2017 14:32
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OP said they were in Howick.

107 posts

Master Geek
+1 received by user: 6

  # 1766750 18-Apr-2017 14:37
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Yeah in the DMZ between Howick and Pakuranga, aka Highland Park, most people don't know where that is so I just say Howick.


Got photos of the mess before I cleaned it up, not sure what will happen to it if I raise it, I have seen far worse.

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