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158 posts

Master Geek
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Topic # 241080 10-Oct-2018 09:22
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Hi all,

 

 

I just need to vent or maybe get some encouraging words that keep me from going insane.

 

 

So my UFB scope was done end of July. Guy came and said that my property had some challenges (which I do agree with). The 1st was that the telephone termination was inside a wall! Luckily renovation work i had done had uncovered that and I have provided access to that now. I have also pulled the right fibre cable inside the house from the termination point to where the ONT is supposed to go (a very happy Chorus guy there). Problem #2 is just the sheer complexity and distance for the cable to go to the property border. That will be an exercise in physical viability to pull the cable in. We'll just have to try and see. But...

 

 

So problem #3 is where we're stuck at. I have a steel pole on my property that is ingres for (currently) copper telephone/VDSL and power. Chorus/Visionstream says they need a liftbench or similar to get up there and do the work. They can't use a ladder. We're talking 5min about 4-4.5m up (1m less if they use the neighbors property, which is no problem at all). While I think it's totally overblown to use a lift bench for that, so be it.

 

 

So, install date gets cancelled and a "provisionary" date of end of August is set. And I wait and call and ask for updates... nothing. End of August rolls around. Nothing. I call and they tell me they think I they will need a lift bench. I say that's been clear since July. "Oh! let me talk to my boss". Then they said they needed an clearance from the power company to access the pole. that was given. Apparently the visionstream turned up but then noticed "they need a lift bench". September just more of "oh we need a lift bench" and "we don't have access right". October, more of the same. And I am talking to Chorus and 2degrees. Both are not able to escalate or give me any dates or assure me there's any dependable process.

 

 

While they might have all in control and this may be the (sad) way things happen, what get's me is the sheer lack of comms and the effort I have to go through calling them. Best one was a call from them where I had to verify myself to them just so that they could tell me "There has been no update". I quickly put down the phone so I wouldn't loose it to the poor girl at the call center that is only informing a customer.

 

 

Anyway, I now understand the many people frustrated with the process. It's not the time it takes -which is not ideal but UFB rollout is a challenge- but the lack of transparency and communication. The fact that 3 parties are involved that cannot communicate amongst each other either and that there is no process at all for exception scenarios or being able to think a bit outside the box to get things progressed.

 

 

I am left with status quo and a statement from Chorus going "usually it takes 2w to organise a lift bench. If that hasn't happened please call us again".

 

 

Thanks for listening

 

Oliver

 

 

P.S. Maybe if I hold up a Chorus van and hijack them to my house.... *buwahahahaha*

 

 


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xpd

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  Reply # 2104295 10-Oct-2018 09:41
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P.S. Maybe if I hold up a Chorus van and hijack them to my house.... *buwahahahaha*

 

 

 

Make sure it comes with a lift bench.

 

 





XPD / Gavin / DemiseNZ

 

Server : i3-3240 @ 3.40GHz  16GB RAM  Win 10 Pro    Workstation : i5-xxxx @ x.xxGHz  16GB RAM  Win 10 pro

 

https://www.xpd.co.nz - Games, geeks, and more G stuff.


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  Reply # 2104341 10-Oct-2018 10:17
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5 minutes up a pole that isn't supposed to be load bearing isn't going to happen no matter how you slice it. Just be the squeaky wheel, find out who the Team Leader/Field Manager at Visionstream who oversees your build is, and start calling them. They want the most annoying problem solved, so be that annoying problem to be solved.



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Master Geek
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  Reply # 2105391 10-Oct-2018 11:06
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It's a steel pole rammed into the ground with about 150mm diameter. That thing is solid and even if it would just fall 20cm against a big wooden beam from the garage. Anyway, I have no chance of getting to Visionstream. Nobody will give me that contact. If I had it I'd be harassing them.

 


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Ultimate Geek
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  Reply # 2105415 10-Oct-2018 11:29
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Health and safety is super important, so no one will climb that pole. That's the wrong avenue to pursue.
Getting in touch with someone at Visionstream isn't difficult - throw a few key words into Google to find the right person in the right town with the right job title, bit more scratching to find the company email format, and you're off laughing. I've managed to do it just now and it took me 5 minutes. With that said, the contact details I've sourced aren't actually public, so I'm not going to be sharing them, but it's absolutely doable.

Worst case, call Visionstream's dispatch and request a call back from the local team leader. If they refuse to contact you, just keep trying. You'll get escalated one way or another, as the phone agents will get tired of talking to you.

These guys want to get their jobs done painlessly. Path of least resistance. Just make sure completing your job is part of the easy way.

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  Reply # 2105430 10-Oct-2018 11:36
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toejam316: Health and safety is super important, so no one will climb that pole. That's the wrong avenue to pursue.
Getting in touch with someone at Visionstream isn't difficult - throw a few key words into Google to find the right person in the right town with the right job title, bit more scratching to find the company email format, and you're off laughing. I've managed to do it just now and it took me 5 minutes. With that said, the contact details I've sourced aren't actually public, so I'm not going to be sharing them, but it's absolutely doable.

Worst case, call Visionstream's dispatch and request a call back from the local team leader. If they refuse to contact you, just keep trying. You'll get escalated one way or another, as the phone agents will get tired of talking to you.

These guys want to get their jobs done painlessly. Path of least resistance. Just make sure completing your job is part of the easy way.

 

As someone who a had a fault a few years back that ended up in me talking directly to visionstream, can definitely confirm the above..

 

 

 

Wasn't until pressure was put on from the phone reps, that their field manager (who say at my table and endlessly argued that there wasn't a fault) admitted that yes, things were not up to scratch.

 

2mbit vdsl jumped to 70 soon as they agreed there was actually a cable fault, who would have thought?

 

 

 

 

 

I felt sorry for the poor guy tech though, he came on his day off to do all the work, including doing some things with ladders that i'd call a H&S risk.





#include <std_disclaimer>

 

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




158 posts

Master Geek
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  Reply # 2105487 10-Oct-2018 11:59
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As I said, I understand the H&S stuff. That's not a main gripe. My gripe is that you're left with no information on what is going on or if anything is going on. The impression you get is you're just being kicked down the road.

 

 

I'll try the visionstream way.

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