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  Reply # 2054694 12-Jul-2018 01:35
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If something is provided at a rental property, the landlord has to maintain it. Say the TV aerial breaks - landlord has to pay to fix it. If there was no TV aerial, landlord doesn't have to install one. And it is the tenants problem for not checking that there was a TV aerial before they agreed to rent the property.

So the landlord definitely needs to get the ONT working. regardless of wether the landlord pays the cost, or Chorus meet the cost themselves.





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  Reply # 2054714 12-Jul-2018 08:09
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Aredwood: If something is provided at a rental property, the landlord has to maintain it. Say the TV aerial breaks - landlord has to pay to fix it. If there was no TV aerial, landlord doesn't have to install one. And it is the tenants problem for not checking that there was a TV aerial before they agreed to rent the property.

So the landlord definitely needs to get the ONT working. regardless of wether the landlord pays the cost, or Chorus meet the cost themselves.

 

I'm not so sure in this case. A TV aerial or a dishwasher or a heatpump etc is a chattel of the property. It is owned by the landlord as part of the property and is therefore liable to be fixed and/or maintained by them.

 

ONTs are owned and maintained by the respective LFC so are technically not a chattel of the property, and therefore the landlord may not have any responsibility. In any case, I will provide the correct process to follow in this scenario shortly.

 

 





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

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  Reply # 2054715 12-Jul-2018 08:11
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I dug out the process I have on file for this exact scenario. Note the instructions are geared for Spark customers, but the process applies for the customer of any RSP. My notes also indicate that the 0800 number below can be called by the customer directly if they wish - the call does not necessarily have to come from the RSP:

 

IN CASE OF DAMAGED OR MISSING FIBRE NETWORK ONSITE:

 

     

  1. Ensure Spark has a connected fibre ASID at the address
  2. Verify that the ONT is down via BAU checks in Chorus Checkmate
  3. Get photos or other evidence from the site contact which help show the damage
  4. Call 0800 4NETWORK (463 896) and select Option 2 to report the issue and have a case logged for repair

 

During the call, it is important to provide as much information to Chorus as possible, including photos if requested, and also the name and contact details of the person or company that we/our customer believes is responsible for the damage/missing network. Chorus will arrange a site visit to assess the situation and will rectify the issue to restore service. If the party who caused the issue has been identified, Chorus will attempt to make contact with them seeking payment for fixing the damage or reinstalling the network elements.

 

NOTE: For this process to be successful, there MUST be a connected fibre ASID at the address. This process cannot be used if there is no active fibre ASID at the site.

 

 





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



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  Reply # 2054886 12-Jul-2018 11:13
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wellygary:

 

Unlikely,

 

Did the previous tenancy end acrimoniously?,

 

 

 

 

 

 

I am not sure, and I am still waiting for Chorus to respond. I believe the ISP raised the issue with them but so far nothing and its been nearly two weeks without internet :(




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  Reply # 2054931 12-Jul-2018 12:11
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Wheelbarrow01:

 

I dug out the process I have on file for this exact scenario. Note the instructions are geared for Spark customers, but the process applies for the customer of any RSP. My notes also indicate that the 0800 number below can be called by the customer directly if they wish - the call does not necessarily have to come from the RSP:

 

IN CASE OF DAMAGED OR MISSING FIBRE NETWORK ONSITE:

 

     

  1. Ensure Spark has a connected fibre ASID at the address
  2. Verify that the ONT is down via BAU checks in Chorus Checkmate
  3. Get photos or other evidence from the site contact which help show the damage
  4. Call 0800 4NETWORK (463 896) and select Option 2 to report the issue and have a case logged for repair

 

During the call, it is important to provide as much information to Chorus as possible, including photos if requested, and also the name and contact details of the person or company that we/our customer believes is responsible for the damage/missing network. Chorus will arrange a site visit to assess the situation and will rectify the issue to restore service. If the party who caused the issue has been identified, Chorus will attempt to make contact with them seeking payment for fixing the damage or reinstalling the network elements.

 

NOTE: For this process to be successful, there MUST be a connected fibre ASID at the address. This process cannot be used if there is no active fibre ASID at the site.

 

 

 

 

 

 

This is very useful thanks for your help. I spoke to the landlord, he said that the previous tenants installed fiber without his permission and he didn't notice it till they had left and the bond refunded. He is not sure of what the status is and he had apparently rang chorus to have it checked when the tenants moved out but Chorus took a long time to respond and said there might be a charge so he just left it. Also Chorus at the time told him that when a new connection is made the ISP can request Chorus to do any follow up if there was an issue with the box and the ISP/Chorus would have it sorted as it is easier for Chorus to do work when there is like  service request or work order from an ISP.

 

I am not sure if I should ring the 0800 number or wait for the ISP to sort it out?


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  Reply # 2055372 12-Jul-2018 21:53
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You order a service from an ISP which will place the order with chorus

 

The ISP will try and activate the service

 

It wont happen so you then log a fault with the ISP (isp can run a test and see ont not working) 

 

Chorus will send a tech to come and fix it. They may even send someone at step 1





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  Reply # 2055923 13-Jul-2018 18:15
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Wheelbarrow01:

 

I dug out the process I have on file for this exact scenario. Note the instructions are geared for Spark customers, but the process applies for the customer of any RSP. My notes also indicate that the 0800 number below can be called by the customer directly if they wish - the call does not necessarily have to come from the RSP:

 

IN CASE OF DAMAGED OR MISSING FIBRE NETWORK ONSITE:

 

     

  1. Ensure Spark has a connected fibre ASID at the address
  2. Verify that the ONT is down via BAU checks in Chorus Checkmate
  3. Get photos or other evidence from the site contact which help show the damage
  4. Call 0800 4NETWORK (463 896) and select Option 2 to report the issue and have a case logged for repair

 

During the call, it is important to provide as much information to Chorus as possible, including photos if requested, and also the name and contact details of the person or company that we/our customer believes is responsible for the damage/missing network. Chorus will arrange a site visit to assess the situation and will rectify the issue to restore service. If the party who caused the issue has been identified, Chorus will attempt to make contact with them seeking payment for fixing the damage or reinstalling the network elements.

 

NOTE: For this process to be successful, there MUST be a connected fibre ASID at the address. This process cannot be used if there is no active fibre ASID at the site.

 

 

 

 

Hi, this is not the correct process for raising Network Damage. Network Damage is for non-service affecting issues outside the premises, and is designed for issues like low hanging aerial cables, when construction workers hit a multipair cable or a plinthe (grey pillar) getting vandalised or damaged. The IVR will explain this when you call the Network Damage number.

 

If this person had a fibre cut in their service lead outside the premises, it could be fixed through Network Damage. But I still wouldn't recommend it because no testing is done for a Network Damage case. The tech could replace the damaged section, resplice it, do a dogs job of it, have poor light readings, no service, and happily sign the job off. It is far better to raise a fault through the ISP and have a proper faultman out who is going to test that the service works before signing the job off. If he doesn't, there is some accountability, the fault can be redispatched.

 

The last line is the most incorrect. Network Damage is the only way to get a service lead reconnected if there is no active ASID or POTS at the address. This process needs to be worked through and corrected with a Chorus SDM or Assure rep.

 

To the OP, raise a fault through your provider. It is up to the tech whether you get charged for this or not (whether he can be bothered putting through the paperwork). If you are billed, raise it with your landlord. If they refuse to deal with it and you end up having to pay it, there is an 0800 on the invoice that you'll get, you can easily get 50% knocked off just by asking. Best of luck.


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  Reply # 2056250 14-Jul-2018 22:48
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HoriOri:

 

Wheelbarrow01:

 

I dug out the process I have on file for this exact scenario. Note the instructions are geared for Spark customers, but the process applies for the customer of any RSP. My notes also indicate that the 0800 number below can be called by the customer directly if they wish - the call does not necessarily have to come from the RSP:

 

IN CASE OF DAMAGED OR MISSING FIBRE NETWORK ONSITE:

 

     

  1. Ensure Spark has a connected fibre ASID at the address
  2. Verify that the ONT is down via BAU checks in Chorus Checkmate
  3. Get photos or other evidence from the site contact which help show the damage
  4. Call 0800 4NETWORK (463 896) and select Option 2 to report the issue and have a case logged for repair

 

During the call, it is important to provide as much information to Chorus as possible, including photos if requested, and also the name and contact details of the person or company that we/our customer believes is responsible for the damage/missing network. Chorus will arrange a site visit to assess the situation and will rectify the issue to restore service. If the party who caused the issue has been identified, Chorus will attempt to make contact with them seeking payment for fixing the damage or reinstalling the network elements.

 

NOTE: For this process to be successful, there MUST be a connected fibre ASID at the address. This process cannot be used if there is no active fibre ASID at the site.

 

 

 

 

Hi, this is not the correct process for raising Network Damage. Network Damage is for non-service affecting issues outside the premises, and is designed for issues like low hanging aerial cables, when construction workers hit a multipair cable or a plinthe (grey pillar) getting vandalised or damaged. The IVR will explain this when you call the Network Damage number.

 

If this person had a fibre cut in their service lead outside the premises, it could be fixed through Network Damage. But I still wouldn't recommend it because no testing is done for a Network Damage case. The tech could replace the damaged section, resplice it, do a dogs job of it, have poor light readings, no service, and happily sign the job off. It is far better to raise a fault through the ISP and have a proper faultman out who is going to test that the service works before signing the job off. If he doesn't, there is some accountability, the fault can be redispatched.

 

The last line is the most incorrect. Network Damage is the only way to get a service lead reconnected if there is no active ASID or POTS at the address. This process needs to be worked through and corrected with a Chorus SDM or Assure rep.

 

To the OP, raise a fault through your provider. It is up to the tech whether you get charged for this or not (whether he can be bothered putting through the paperwork). If you are billed, raise it with your landlord. If they refuse to deal with it and you end up having to pay it, there is an 0800 on the invoice that you'll get, you can easily get 50% knocked off just by asking. Best of luck.

 

 

I don't know if you realise, that the above poster actually works for Spark. And that is their process for dealing with Chorus network faults, where Spark is supplying a UFB connection to that customer. And there would be a different process that they will follow (which would be set out on a different document) for what to do if there is no active connection at the property. Hence why the last line says what it says.

 

There has to be a method for ISPs to pass faults onto Chorus. (which would have to be the above phone number). As it would be pretty pointless for a Spark CSR to just phone the main Spark 0800 number if a fault gets reported.






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