Chorus Records Issue and Network Design (?)

Forums › New Zealand Broadband › Chorus Records Issue and Network Design (?)

bonkiebonks

389 posts

Ultimate Geek
+1 received by user: 7

#230758 12-Mar-2018 11:22

Hi all,

I just wanted some input on what records issue and network design mean when signing up for fibre on Chorus' network? These are two separate issues which I am having trouble with, and preventing me from getting connected.

I've spoken with my provider, 2degrees, and they haven't been able to help much as it's apparently an issue on Chorus' end. I've also tried to get hold of Chorus via email, and they said they will update my provider once it's been resolved.

The problem is, I signed up around 20th December when I got the pamphlet saying fibre is available in my area, and it's coming up to three months now, with no resolve in sight.

If someone can give me an idea as to what these issues are and how to resolve it, it'd be really appreciated!

DarkShadow

1647 posts

Uber Geek
+1 received by user: 656

#1973242 12-Mar-2018 14:18

There's nothing you can do to resolve it. Just sit and wait. Three months is nothing, some people I know had to wait two years for their fibre. Be patient and they'll get there eventually.

bonkiebonks

389 posts

Ultimate Geek
+1 received by user: 7

#1973249 12-Mar-2018 14:25

DarkShadow:
There's nothing you can do to resolve it. Just sit and wait. Three months is nothing, some people I know had to wait two years for their fibre. Be patient and they'll get there eventually.

I’m keen to know what a records issue entails, and if someone could enlighten me.

Wheelbarrow01

1784 posts

Uber Geek
+1 received by user: 2638

Trusted

Chorus

#1973275 12-Mar-2018 14:55

A records issue usually comes about when the network "as built" does not correspond with the plan or design that was drawn up prior to the network being rolled out. This means that certain network elements are not where they should be (according to the design), or tubes designated for your property actually go to some other property.

It's also worth bearing in mind that the records span across multiple systems and platforms - I've heard anecdotal evidence that the records are held in around 19 separate systems spread across Chorus and their service partners. If there is a record mismatch somewhere, then once it's identified, they need to work backwards systematically to determine where it went wrong, which record is correct, and then amend all the others - as well as take remedial action with the actual physical network if required. That can take time especially if they need to send a field team out to investigate and report back on the physical "lay of the land" and even more so if physical remediation work is required. Unfortunately there is not much you can do except wait. Records issues are not grounds for escalation and they have no SLA.

In regards to the design, I imagine they are talking about the design for your property, so I assume you are either in a multi occupancy building or shared driveway scenario. Chorus (and other LFC's) are obligated to design and install the fibre path for every dwelling unit in that building or on that driveway at the time the first occupant places an order. Having said that, a records issue does not generally occur unless design and network build have already been completed and the provisioning work is under way, so I hazard a guess that your order is no longer in the Design stage.

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

atomeara

324 posts

Ultimate Geek
+1 received by user: 152

#1973478 12-Mar-2018 19:02

Most record issues seem to take 3-4 weeks to fix, anything over 6 weeks I would be pushing the ISP every week to push Chorus for an update and start to escalate it beyond that too

chevrolux

4962 posts

Uber Geek
+1 received by user: 2638
Inactive user

#1973504 12-Mar-2018 19:34

It's embarrassingly common, generally happens in multi-tenant and complex fibre builds.

It takes them MONTHS to do a design, and then once they have completed the build work, seems to take another month or so to "update records". Then the fun continues when another tenant in the complex applies for fibre, because the records haven't been updated properly, and they start the whole design process again, until a tech turns up on site to find it all pre-fibre'd.

Seems absolutely mental with the various software solutions around these days - especially when you look at the tools available for fault finding via the service portal (they are VERY functional and look very tailored which makes me assume they have a whole load of developers doing that work).

bonkiebonks

389 posts

Ultimate Geek
+1 received by user: 7

#1973507 12-Mar-2018 19:41

The issue is I’m on a full section and no shared driveway. I’m not sure what the hold up is.

Geekzone support

Support Geekzone with one-off or recurring donations Donate via PressPatron.

atomeara

324 posts

Ultimate Geek
+1 received by user: 152

#1973746 13-Mar-2018 09:02

Records issues happen all the time, I would start calling your ISP ever week to hound Chorus after 4 weeks of waiting.

But also confirm it hasn't moved onto the next stage after the records issue.

Generally I haven't seen many "records issues" take more than 6 weeks before they move onto the next stage.

Chorusnz

436 posts

Ultimate Geek
+1 received by user: 603

Trusted

Chorus

#1973757 13-Mar-2018 09:21

@bonkiebonks, there are a number of scenarios that result in a records issue. Wheelbarrow01 touched on some of the most common, although I would also add subdivisions that occur after rollout. If you’d like to private message us with your address we’d be happy to look into it in more depth with you.

@chevrolux network design is relatively quick, what usually causes the delay is consents. With complex builds there are often multiple property owners, each who has to be contacted and provide consent for the work to go ahead. This can be like herding cats, trying to get everyone to respond and agree on a proposed design method.

The new Land access reform has helped, but frequently these complex builds are outside the criteria for notice and end up being category 3 which needs full consent anyway. If you’re interested you can read more about the consents category’s on our website here: https://www.chorus.co.nz/propertyaccess ^Richard

bonkiebonks

389 posts

Ultimate Geek
+1 received by user: 7

#1973853 13-Mar-2018 11:21

Thanks guys for all the input. Will be in touch with 2degrees and Chorus to follow up on the issue.

chevrolux

4962 posts

Uber Geek
+1 received by user: 2638
Inactive user

#1978840 16-Mar-2018 19:42

Chorusnz:
network design is relatively quick, what usually causes the delay is consents. With complex builds there are often multiple property owners, each who has to be contacted and provide consent for the work to go ahead. This can be like herding cats, trying to get everyone to respond and agree on a proposed design method.

Does Chorus genuinely believe the design process is quick!!?

Consents process has always been plain annoying, no arguments there. But the design process is most certainly not, nor has it ever been, "quick".