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4 posts

Wannabe Geek


#265480 23-Jan-2020 15:57
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We recently moved to a residential flat where Fibre had never been connected but were buoyed up by the sight of Fibre cable brought up the drive right to our boundary fence. More good news was an install date set just a week away, we (with some caution) had a good feeling that this might be straightforward.

 

The crew turned up on the day and ran the cable through to a terminal point on an interior bedroom wall without any problems.

 

Then everything came apart. The crew member they'd left us at this end of the install spoke Hindi and an unintelligible form of English. Over 90 minutes, in my bedroom, he and a remote crew member tried in vain in Hindi to resolve the fact that the line was "dead". Eventually, it was decided there was a fault on the street pole from when Fibre was originally installed in the street, and being Xmas Eve, it would be sorted on the 6th Jan. Later around 5pm, a Chorus team member arrived to re-explain all this, as he said, nobody could ever understand the team member they had assigned to us. Obviously, that lack of English was never going to improve if all work was conducted in Hindi, but hoping for a good outcome I didn't voice my thoughts.

 

The 6th Jan arrived with no contact and from the 7th until now, the 23rd Jan., it has been an endless number of electronic requests and phone calls to Chorus by our provider, Stuff. The gist of the communications have been: "higher level techs. are still on holiday" "somebody might come soon" "the fault could be anywhere" "council permission might be required sometime" "messing with the exchange could take down many connections".
To the best of our knowledge nobody has done anything constructive and we are being fobbed off ad infinitum. Presumably it's a Chorus cost, extra to the base install and hiding from the cost/problem is their best response.

 

After more than 2 weeks of this it has become obvious to us that Chorus has no policy of Excellence in their installation program.
They won't fix the problem, they won't communicate with us, and what they are telling Stuff is nonsense; none of what they've said contains an action.

 

Chorus advertise a complaint system, I am loath to use it, with the lack of professionalism we've seen. One person here on the forum got results emailing a former CEO. We've pretty much exhausted calling Stuff, they can't do any more than repeat back to us Chorus's going-nowhere excuses.

 

Has anyone got any recommendations of what to do, given the scope of the issue "the fault could be anywhere" ?
We are paying a small fortune for mobile data and are getting desperate.

 

Thank you, apologies for the long story, we just feel helpless.

John, Glenn Innes, Auckland

 

ps - a Chorus van arrived near our gate ~10 days ago for a short time but the driver was nowhere to be found.

 

 


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41 posts

Geek


  #2405430 23-Jan-2020 17:15
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so there've pretty much done the install but it just won't work? 


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Master Geek


  #2405437 23-Jan-2020 17:30
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Sorry to hear about your experience.

 

All I can say is get prepared to exercise patience like never before.

 

We got our fibre installed just before xmas. We had been waiting since August.

 

It sounds like you're having a similar response from Chorus that we had. Lots of superficial apologies from whomever happens to answer the phone and constant run around and broken promises of contact from them. Even the head or provisioning of our provider were getting embarrassed and angry. A family member (our dog) getting hit by a car due to the open trench was not enough to get a response. Even after warning them every time I spoke with them that simply because of the time delay and poor communication (ironically) that something like this happening was likely.

 

When the guys finally turned up to complete the job, they were very pleasant. I was disappointed to learn how Chorus treats their contractors. They see hardly any of the $1400 cost to install. and they even have to cover the cost of sign-writing their own vans with Chorus's imagery.

 

 

 

Just stay on their case and keep up the communication from your end. It's soooo hard not to lose it at them but it's all that can be done I'm afraid.

 

They simply don't care.


 
 
 
 


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  #2405463 23-Jan-2020 18:30
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Champenois:

 

[snip]

 

Chorus advertise a complaint system, I am loath to use it, with the lack of professionalism we've seen. [snip]

 

 

Chorus advertise a complaint system. You have what sounds like a legitimate complaint, so you're not going to use the complaint system?

 

N.

 

 





--

 

Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.


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Uber Geek


  #2405471 23-Jan-2020 19:11
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Who is your ISP - Have you tried contacting them?

 

I would agree that you shouldn't have to - but they are *supposed* to have access to the Chorus system and *should* be able to jolly this along...





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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  #2405546 23-Jan-2020 21:49
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robjg63:

 

Who is your ISP - Have you tried contacting them?

 

I would agree that you shouldn't have to - but they are *supposed* to have access to the Chorus system and *should* be able to jolly this along...

 

 

In first post, "it has been an endless number of electronic requests and phone calls to Chorus by our provider, Stuff".




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Wannabe Geek


  #2405547 23-Jan-2020 21:49
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Thanks for the answers:

 

- The install was completed but the line is damaged, they can't see the "other end". It took them 90 minutes to decide this was a problem.
- We have a legit. complaint, but we want the Stuff deal we signed up for. We're concerned that once we bypass STUFF, then we might have lost the best source of pressure on Chorus, even if it hasn't produced yet. And we do not want to lose the STUFF offer.
- STUFF have made numerous requests to get a crew out to fix the situation, but I guess STUFF need to stay onside with them for their overall business, so I get the impression it's a lot of asking without insisting.
- This is awfully like the bad old days of NZ Telecom when professionalism was in short supply, driven by the company M.O. more than the employees.
I'd hoped that those days were long gone and a new era of excellence was in place.

 

Fingers are still crossed that connecting with the right Chorus people will achieve what started out very very positively.
The catch is how to find those people.


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  #2405585 23-Jan-2020 22:50
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Part of the issue here could be related to the fact Stuff aren't an ISP and have no network of their own. They don't have a direct relationship with Chorus or a service delivery manager to deal with issues like this.

Stuff rely on Devoli who are the ISP to communicate with Chorus.


 
 
 
 


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  #2405613 24-Jan-2020 05:16
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Master Geek


  #2405634 24-Jan-2020 07:57
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I'm sorry to hear about your experience.

 

However I disagree that Chorus dont have excellent processes in place for installs , at least from my one time experience.

 

I receieved a text a few days before my install asking me to confirm the date/time was ok, a phone call the day before, and phone call advising they'd be late due to traffic on the morning, clear explanation as to how they would bring the line in , getting me to sign consent, clear explanation what they'd done, check it while I was there, got me to sign I was happy with the install, a card with their contact details and told to ring them at anytme if I had issues.

 

I did find the communication between my ISP and Chorus poor before we got to the install phase.  Just whose fault that is I dont know. 

 

Your best bet to resolve this in a timely manner with less stress to you if to send a message to the Chorus team, user in the post above.

 

They helped me out fantastically when I had issues with consent from a neighbour. 

 

They wont deviate from the process but they will ensure it moves along the process and will communicate the status faster, in language you'll understand  and more accurately than you'll get from your ISP 


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Chorus NZ

  #2405690 24-Jan-2020 10:43
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You make me sad 😭. We do care, in fact Chorus has a whole floor of people who care. You just need to get your issue through to us. Hence the channels we have in place for raising complaints and escalations.

 

Installing Fibre is a more complicated process than most people give credit and when something goes awry this can really throw a spanner in the works. We do want to sort the problem as quickly as we can. Honestly you are not getting fobbed off. But the updates can get a bit miss translated as they filter up from the technicians on the ground through to your RSP.

 

There are many touch points required to sort a problem like this with different crews from different companies working on their part to resolve the issue as a whole. Most of the time these parts work in tandem to ensure a smooth result. Occasionally they do not. And when it does break down I tend to find it breaks hard with quite the tangled web to unwind finding out where the problem lies and who is responsible for resolving it.

 

I do always strongly suggest that if possible, one gets a copper DSL connection first to ensure they are always connected while waiting for the Fibre install. Because humans are not omniscient and you never know what troubles may arise. Because the copper is already in the ground its usually no more than a few days and someone plugging in a cable.

 

We have your PM. I’ll look into this for you now and see what we can do to get things sorted as quickly as we can. ^Richard


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  #2405742 24-Jan-2020 11:45
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Chorusnz:

 

You make me sad 😭. We do care, in fact Chorus has a whole floor of people who care. You just need to get your issue through to us. Hence the channels we have in place for raising complaints and escalations.

 

Installing Fibre is a more complicated process than most people give credit and when something goes awry this can really throw a spanner in the works. We do want to sort the problem as quickly as we can. Honestly you are not getting fobbed off. But the updates can get a bit miss translated as they filter up from the technicians on the ground through to your RSP.

 

There are many touch points required to sort a problem like this with different crews from different companies working on their part to resolve the issue as a whole. Most of the time these parts work in tandem to ensure a smooth result. Occasionally they do not. And when it does break down I tend to find it breaks hard with quite the tangled web to unwind finding out where the problem lies and who is responsible for resolving it.

 

I do always strongly suggest that if possible, one gets a copper DSL connection first to ensure they are always connected while waiting for the Fibre install. Because humans are not omniscient and you never know what troubles may arise. Because the copper is already in the ground its usually no more than a few days and someone plugging in a cable.

 

We have your PM. I’ll look into this for you now and see what we can do to get things sorted as quickly as we can. ^Richard

 

 

 

 

I don't think stuff fibre do xDSL, devoli definitely but don't believe stuff have it as part of their offering through devoli




4 posts

Wannabe Geek


  #2405792 24-Jan-2020 12:56
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Thanks for the input and especially hearing from Richard @Chorusnz.

 

I regret making Richard feel bad, and it's probably best that I re-summarise what I have already written, minus some emotion.

 

The initial application process via broadbandcompare, stuff and Chorus was seamless and everything up to end of the physical install was literally almost perfect.

 

However as soon as it was established that there was a fault in the line, perfection/excellence went from 95% to 0.
We were dropped like a hot potato and that's where it has stayed.
Yes, there are many ways of approaching this but we took the path of strictly staying with the provider, Stuff, (regardless of whether they are an ISP) in the hope that **one pathway would mean less complexity**.
When that strategy continued to drag, I posted here because this forum has been extremely helpful in the past with technical issues.

 

Yes, @Chorusnz, prior to the start we had a fallback ready, which was Skinny 4G wireless broadband. Before making the Stuff application, our Skinny modem died, after some weeks we got supplied with a refurbished one and so we applied for UFB and right on the date we were told the crew would be out to fix the dead fibre line, the exchange Skinny modem failed (6th Jan). As it takes weeks to get another we gave up on that as a solution. Stuff suggested copper while we were waiting, but that was accompanied by a suggestion that then, the Fibre line may never get fixed.

 

I appreciate the replies and most especially Richard @Stuff taking the time to reply and commit to look into it/resolve the situation.

 

John

 

 

 

 


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  #2406104 24-Jan-2020 14:43
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Chorusnz:

 

You make me sad 😭. We do care, in fact Chorus has a whole floor of people who care. You just need to get your issue through to us. Hence the channels we have in place for raising complaints and escalations.

 

 

I'm sure there is more than just a floor.. you all just hide when I'm about! :P





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




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Wannabe Geek


  #2406990 26-Jan-2020 12:17
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Update: Richard @Chorusnz has been in touch.. he has been able to find out where the remediation process had totally stalled and why. He is working on getting it moving again, we are grateful for his help and fingers are crossed that our current reliance on mobile data will end soon.


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  #2407363 27-Jan-2020 10:15
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hio77:

 

I'm sure there is more than just a floor.. you all just hide when I'm about! :P

 

 

 

 

"And here we can see the elusive Chorus employee in their natural habitat. Notice how they go and hide when they sense a wild hio77 in the building."


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