Another world class UFB install....

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antoniosk

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Reply # 2080203 28-Aug-2018 11:41

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Chorusnz:
Hey Coil,

Sections of that wall look brand new, yet the reinstatement of the concrete driveway appears to be quite old. I’d say this was a previous install that’s been moved due to having the fence replaced. However it should not be left in this state, If you could please private message us with the address so we can investigate further and get it resolved.

@antoniosk last year we performed around 150 thousand Fibre installs. While we’re definitely not happy that some poor install jobs still slip through the cracks in the grand scheme of things, over all those installs, most are done very well.

^Richard

Hi Richard

At least chorus is on here brave enough to comment... and we all know you have to do your best to represent the org, so good on you.

Most people won’t know what’s acceptable, reasonable, dodgy or just plain rubbish. I’m sure many of the jobs are reasonably well done, but I’m also sure there is a silent majority who haven’t said a word. The shambles of CGA in retail shows you how much poor behaviour has been gotten away with over the years... for fibre im confident the prevailing attitude has been ‘sure’.

The community on GKZ find it amusing and post install photos, more for amusement and comment - but what this small group is able to capture is regular in frequency. imagine what would happen if a larger audience were to come on here and comment if prodded into action?

Perhaps Chorus could comment on what the post-install process is meant to be? As I recall in the early work on UFB - which I participated in while at TCL, ever so lightly - the homeowner was meant to sign off as ‘yup it’s good’ and the install crew was meant to take photos to prove that was a correct statement....

________

Antonios K

Phoneman01

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Reply # 2080247 28-Aug-2018 12:26

What on earth are you lot moaning about?

You've got fibre haven't you, try waiting for two sites for just under a year and the Chorus fibre termination point is 150mm through a concrete floor that I drilled a hole through, total run about 8m.

Apparently its with their design team, it's a complex install.

Chorusnz

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Reply # 2080250 28-Aug-2018 12:33

Hi Richard

At least chorus is on here brave enough to comment... and we all know you have to do your best to represent the org, so good on you.

Most people won’t know what’s acceptable, reasonable, dodgy or just plain rubbish. I’m sure many of the jobs are reasonably well done, but I’m also sure there is a silent majority who haven’t said a word. The shambles of CGA in retail shows you how much poor behaviour has been gotten away with over the years... for fibre im confident the prevailing attitude has been ‘sure’.

The community on GKZ find it amusing and post install photos, more for amusement and comment - but what this small group is able to capture is regular in frequency. imagine what would happen if a larger audience were to come on here and comment if prodded into action?

Perhaps Chorus could comment on what the post-install process is meant to be? As I recall in the early work on UFB - which I participated in while at TCL, ever so lightly - the homeowner was meant to sign off as ‘yup it’s good’ and the install crew was meant to take photos to prove that was a correct statement....

Hey Antoniosk,

Chorus as a whole always strives to own up to its own faults and make right. That does not always necessarily come in the form the end customer wants (we’re not here to give everyone who complains a brand new driveway) but do everything in our power to assist and come to a resolution both parties are happy with.

I agree that the average customer has no idea what’s acceptable from a technical standpoint. However I know first-hand that most residents will be quick to pipe up if the work is visually detracting or intrusive. We process these queries, complaints and escalations from many channels including but not limited to: social media, direct email, web form and through an 0800 number.

Post install, we still have the form to sign which the customer confirms they are happy with the quality of work we have undertaken. We also expect our technicians to supply photos of both the build work and ONT install as part of their sign off.

However even after that confirmation, we're still happy to work with and resolve any issues customers may have at a later time.

^Richard

kryptonjohn

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Reply # 2080261 28-Aug-2018 13:00

It would have been so easy to run it up on the back side of that retaining wall and out of sight!

Tinkerisk

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Reply # 2080262 28-Aug-2018 13:07

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Ah, you got 'fly by light'!

Why do you complain? World class woodwork and a nice fence!

No backup, no pity. Anyway, RAID isn't one.

MikeAqua

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Reply # 2080307 28-Aug-2018 15:01

Chorusnz:

Chorus as a whole always strives to own up to its own faults and make right.

Even better would be to ensure installers aren't doing abominable work in the first place.

You don't have to be techie to see that in some of the poor installs posted here the approach has been rip, and bust.

To balance this up I will note that the install at our place (Nelson) was done professionally and to high standards.

Mike

Coil

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Reply # 2080311 28-Aug-2018 15:06

Little update, We are confirming whether Chorus left the network in that state or if it was a builder when that wall was done.
All pretty trival as the install will probably be redone and someone may have tampered with it (Builders) so lets not hang Chorus (Vision Stream) up just yet.

We can still laugh out of context however. Thats mandatory.

ResponseMediaNZ

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Reply # 2080340 28-Aug-2018 16:06

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Chorusnz:

Hi Richard

..

Hey Antoniosk,

Chorus as a whole always strives to own up to its own faults and make right. That does not always necessarily come in the form the end customer wants (we’re not here to give everyone who complains a brand new driveway) but do everything in our power to assist and come to a resolution both parties are happy with.

I agree that the average customer has no idea what’s acceptable from a technical standpoint. However I know first-hand that most residents will be quick to pipe up if the work is visually detracting or intrusive. We process these queries, complaints and escalations from many channels including but not limited to: social media, direct email, web form and through an 0800 number.

Post install, we still have the form to sign which the customer confirms they are happy with the quality of work we have undertaken. We also expect our technicians to supply photos of both the build work and ONT install as part of their sign off.

However even after that confirmation, we're still happy to work with and resolve any issues customers may have at a later time.

^Richard

Richard, Recently when I a new UFB install done I was required to sign it off before the job happened not after.. Also do not remember this being a Chorus one more a visionstream one They just packed up and left the second they got a green light on the ONT.

If you checked your install record I am 80% sure that the installer did not change the plans from when he showed me what was going to be done to what was actually done.

Coil

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Reply # 2080766 29-Aug-2018 13:07

Let me provide some context so we can clear Chorus of wrong doing here. We can still give them flak for expensive and over the top processes.

In 2016 the 2 residents at the end of the ROW requested fibre. It got put down to where the photos were taken. Home owner did not want tens of thousands of dollars worth ruined by contractors, (It will never look the same and when you build 3 mill worth of house you want it to look good)

Contractors stopped and left site as no work could continue. Fibre was left in a state where it would have been clipped to an existing wall or fence or micro trenched (pushed 10CM into the ground with a screwdriver)

At some point in 2018 the fence was replaced by a neighbor who is not part of the 2 people requesting the fibre.

Builders moved or adjusted where it ran.

We are where we are today.

The builders moving it is a petty trivial argument to have given the fibre was never intact or terminated. They never damaged any but did a poor job at re routing it.

There isn't any resolution as aerial is not going to be allowed and then the home owners will not allow the concrete to be dug up.

A chorus rep here has said that if they want anything done it will be a cost to the customer to have it either drawn back or re terminated at the ROW where it was prior to fence or connected to the homes and digging up concrete. The builders tampering of course is not ideal but hardly makes a difference in this case.

I offered to go and tidy it up and put in a stake or junction box. No confirmation on that yet.
But if there is to be any cost it will probably be left there and destroyed by vehicles and or who ever hates the eye sore over the next few months.

Cheers!

hobe

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Reply # 2080769 29-Aug-2018 13:09

@Chorusnz:

What is the requirement for using the existing underground pipe? According to your fibre installation methods:

"Underground pipe
If your copper phone and broadband services are currently connected via an existing underground pipe to your property and it's usable, we'll dig at each end of the pipe and pull our fibre cable through."

kryptonjohn

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Reply # 2080789 29-Aug-2018 13:25

hobe:

@Chorusnz:

What is the requirement for using the existing underground pipe? According to your fibre installation methods:

"Underground pipe
If your copper phone and broadband services are currently connected via an existing underground pipe to your property and it's usable, we'll dig at each end of the pipe and pull our fibre cable through."

We're on a shared driveway and our copper line comes to the house via underground conduit from the street. Not sure about the other properties. Does that mean we can get fibre pulled through the conduit without having to deal with the neighbours?

hobe

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Reply # 2080803 29-Aug-2018 13:52

kryptonjohn:

We're on a shared driveway and our copper line comes to the house via underground conduit from the street. Not sure about the other properties. Does that mean we can get fibre pulled through the conduit without having to deal with the neighbours?

I have the same situation but already got the consent from the neighbour and the fibre conduit was done yesterday. But with new trench and under the driveway. Asked the only contact (the company called Wilson Hurst) and got the following answer: "The fibre needs to have its own ducting as we cannot use existing copper to pull the fibre through."

I understand the fibre needs to have its own ducting but that 7mm diameter black tube can fit to the much bigger existing pipe. Hence my question to Chorus.

KrazyKid

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Reply # 2080853 29-Aug-2018 15:25

Like so many installs it depends you the actual installer is on the day.

For me they used existing duct that had copper through it. It was only about 30m long so the pushed a rod through.
Probably helped that before the install day i dug up one end to clear the duct that - it had a meter under loose fill over it.

However the poor guy did have some work to force off a concrete plug that was in the end of the duct...

hio77

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Reply # 2080865 29-Aug-2018 15:59

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Coil:

Let me provide some context so we can clear Chorus of wrong doing here. We can still give them flak for expensive and over the top processes.

Contractors stopped and left site as no work could continue. Fibre was left in a state where it would have been clipped to an existing wall or fence or micro trenched (pushed 10CM into the ground with a screwdriver)

At some point in 2018 the fence was replaced by a neighbor who is not part of the 2 people requesting the fibre.

Builders moved or adjusted where it ran.

We are where we are today.

Wait, so this whole thread was actually the builders fault and not chorus?

#classictim..

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Chorusnz

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Reply # 2081295 30-Aug-2018 11:38

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hobe:

@Chorusnz:

What is the requirement for using the existing underground pipe? According to your fibre installation methods:

"Underground pipe
If your copper phone and broadband services are currently connected via an existing underground pipe to your property and it's usable, we'll dig at each end of the pipe and pull our fibre cable through."

Hey Hobe,

Where possible we will try and use existing underground pipe. However the existing pipe needs to be:

Accessible
Clear of obstruction
Needs to follow our lead in requirements. https://www.chorus.co.nz/help-and-support/wiring/undergound-lead-in-pipe

By accessible I mean that we can get to each end by digging or through an existing pit. Clear of obstruction is self-explanatory but also includes no sharp bends. Copper cables are capable of bending round corners that would normally damage Fibre. Lastly, it needs to be the right diameter and follow the required telecommunication standards.

Our technicians do their best to use any existing lead in pipes, as they provide the best solution for everyone. It’s just not always possible.

^Richard

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