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981 posts

Ultimate Geek


  #2411730 2-Feb-2020 22:02
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I have reached out to my friend who is a manager at Enable to get a ruling on this one. I will update when I hear back (probably tomorrow).


If this were Chorus, we'd likely treat it as a non-chargeable fault given the circumstances. The LFC's network ends at the ONT. If the ONT is not functional, then it is generally the LFC's responsibility to rectify.



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

2 posts

Wannabe Geek


  #2411813 3-Feb-2020 10:18
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Hi there, if your sister has just moved into the property, and found that part of the Enable equipment is damaged or missing, then a site visit will need to be booked to reconnect this property. In these situations, Enable do not seek to recover the costs to replace or repair equipment, from the new customer. In some circumstances, Enable may seek to recover cost from the property owner. 


The best way for your sister to proceed is to place an order with preferred RSP, and request a Technician visit. The RSP can select a Truck Roll, and add instructions in the order to repair/replace the fibre patch lead and supply a new power cable. In these situations, the more information the new customer can give their RSP to pass onto the LFC, then the quicker and easier the problem can be resolved. 




Please feel free to private message me with further details - happy to help make sure this is resolved quickly and easily once the order has been placed by the RSP :)



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