Is it normal for new install setup of UFB

Forums › New Zealand Broadband › Is it normal for new install setup of UFB

koolme2

56 posts

Master Geek

#237705 14-Jun-2018 10:45

Rang voyager and they failed to turn up on 1 scope date to sign and locate my fibre from pole to house.'

was told its an pole issue as its owned by Unison, cant see why that be a problem,

Any recommendation who is better to go to for UFB install?

sbiddle

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#2036415 14-Jun-2018 10:48

It's not going to make any difference who you go with as a RSP if the issue is one of a pole requiring consent.

Chorusnz

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Chorus

#2036436 14-Jun-2018 11:09

Pole issues don’t lie with the provider, but with us to resolve. If the pole belongs to a third party (as most do) then we will need consents from the owner to climb and that often can take a long time. Being that it’s a third party we have little control over that aspect other than to simply keep petitioning the owner.

@Koolme2 If you would like to Private Message us with your address we’d be happy to go into the details with you.

^Richard

wratterus

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#2036438 14-Jun-2018 11:15

Yeah, definitely not Voyager's fault - and they are generally excellent with customer service.

@vygrnetworkmonkey may be able to look into things from their end for you, but as has been said, if Chorus are waiting on consent from Unison, there is nothing any ISP will be able to do to speed that process up.

You will more than likely find that Voyager are going to be far better than a lot of other ISPs in regards to customer service.

koolme2

56 posts

Master Geek

#2036439 14-Jun-2018 11:17

Ty Richard that would be helpfull. Would be nice if its finalized plus ive my eldrrly mum to look after here as well. We need the phone line keoted as well and keep landline number as she needs phone i do the net banking etc

VygrNetworkMonkey

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#2036448 14-Jun-2018 11:28

wratterus:

Yeah, definitely not Voyager's fault - and they are generally excellent with customer service.

@vygrnetworkmonkey may be able to look into things from their end for you, but as has been said, if Chorus are waiting on consent from Unison, there is nothing any ISP will be able to do to speed that process up.

You will more than likely find that Voyager are going to be far better than a lot of other ISPs in regards to customer service.

Thanks @wratterus,

@koolme2 - can you PM me your Provisioning number (PROV-xxxx) - and I'll have a look over it for you.

Voyager Internet - Network Monkey

koolme2

56 posts

Master Geek

#2036449 14-Jun-2018 11:30

i agree they are good service, pity its pole issue not sure why though

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VygrNetworkMonkey

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#2036492 14-Jun-2018 12:57

koolme2:

i agree they are good service, pity its pole issue not sure why though

It comes down to ownership and protection of network - for Unison in this case.

In this case, the pole is owned by Unison. No one else is permitted to climb, change or add anything to this pole without express permission.
For Chorus to run the fibre to your location, they need to make a change/addition to the pole - which means they have to seek permission before they can proceed.

Having a free-for-all approach can have issues around stability of service not to mention liability issues (who owns the problem?) should something goes wrong.
I've seem it happen a number of times where someone neglects to seek permission, runs a rogue cable, damages or cuts something they shouldn't .. and the resolution time takes longer than your installation has so far.

Once permission is obtained from Unison, Chorus will proceed and you'll be connected asap.
Our Provisioning team will let you know as soon as permission is achieved and the tech is scheduled again.

In the mean time, fee free to hit up your Prov team member, or PM me :)

Voyager Internet - Network Monkey