Chorus — New Fibre install goes wrong

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redskt

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#273397 20-Aug-2020 12:26

Perhaps someone from @chorusnz can look into this for us.

We ordered Fibre last week. A couple days ago the techs from Chorus installed the fibre line and ONT on our property, few days earlier than the proposed installation date (they called ahead to make sure it was OK to install the fibre line and ONT early). The techs were going to activate the fibre connection and disconnect the copper line on the spot. Unfortunately the techs could not activate the connection because of a red LOS light on the ONT.

The techs spent around an hour or so troubleshooting, and concluded the fault is probably on Chorus’ side of the network (possibly a broken fibre line), logged a fault with the field technicians and left.

The next day, a different technician contacted us and said the fibre order would be put on hold until Chorus finishes up some additional “build work”, on their end. We tried calling and texting this new technician to find out what’s going on and how long it will take, but did not get a response.

Contacted my Internet provider to find out what they know, and they confirmed the fault is on Chorus’ side. Chorus did not give them an ETA on when it will be resolved.

Chorus’s fibre order tracker (in beta) is useless. Expected a breakdown of what is going on, but instead, “We’re working on your order right now, check back soon”.

Had the techs been on our property on the proposed installation date, they would probably have disconnected the copper line before installing the ONT, and we would be without landline and internet (except costly 4G tethering).

Overall, really appalling performance from Chorus. Do they even test the connections to make sure everything is working before accepting an order?

The tech who contacted us last should have at least replied to our query with a brief description of the issue (“build work” is too vague since the network is already built) and provide a rough ETA of when the issue will be resolved. They frequently do provide brief details of the fault and estimated restoration times regarding wide-area faults on their network outages page, so why can’t they do that for installation issues/faults?

nztim

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#2545224 20-Aug-2020 13:30

Chorus doesn't disconnect your Copper, your RSP does after Chorus changes your Fibre Order status to "Service Given"

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

redskt

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#2546707 21-Aug-2020 05:49

nztim:

Chorus doesn't disconnect your Copper, your RSP does after Chorus changes your Fibre Order status to "Service Given"

I don’t see how a RSP can request Chorus to remove the copper line, unless the customer asks them to (we did not).

As long as the copper line is not used, Chorus can (at their discretion) disconnect and remove the copper line during a fibre install, especially if the copper/fibre line is delivered via an overhead cable.

Installation methods - https://www.chorus.co.nz/help-and-support/fibre-installation/fibre-installation-methods

Batman

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#2546710 21-Aug-2020 06:15

my tech appeared out of nowhere. 2 weeks earlier than ETA. (day after i ordered online). finished by lunchtime.

they must be short of work and paid per install.

raytaylor

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#2548050 23-Aug-2020 11:37

When placing an order with chorus for a UFB installation, there is a tick box titled "Leave copper intact". If the retail provider doesnt tick the box then the chorus installers can use the copper as a tool to pull in the fiber.

-However-

In my experience, the installers dont often look at their job sheet and they remove it anyway. Or the information doesnt get given to them.

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itey

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#2548076 23-Aug-2020 12:09

I don't see what the big deal is to be honest. They came and installed the fibre (early), realised there was an error, escalated to the appropriate techs and moved on. I appreciate you wanting to have a detailed summary of what is happening but this is clearly an unusual case with a fault, and most people wouldn't care for a detailed breakdown, though I agree an eta would be nice but atleast you have an intact copper connection.

nztim

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#2548283 23-Aug-2020 17:29

raytaylor:
When placing an order with chorus for a UFB installation, there is a tick box titled "Leave copper intact". If the retail provider doesnt tick the box then the chorus installers can use the copper as a tool to pull in the fiber.

-However-

In my experience, the installers dont often look at their job sheet and they remove it anyway. Or the information doesnt get given to them.

Chorus should not disconnect the cooper until the fibre status is changed to service given, my fibre install the copper was used as a draw cable and then pulled back with the fibre

Or the fibre might take a completely different path than the copper eg along a fence

With overhead installs cooper overhead is often removed but again this doesn't happen until the fibre order is changed to service given

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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cyril7

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#2548292 23-Aug-2020 17:46

For overhead I was not aware of chorus having a hybrid copper/fiber with support messenger cable in the cupboard, but I could be wrong, but that would imply all overheads loose copper as I understand they cannot add more overhead drops than current under the local guvment rules.

Cyril

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#2548353 23-Aug-2020 18:17

For my UFB install which was aerial the techs removed the copper once the UFB was working and I was happy.

Always be onsite for UFB installs, and if they don't finish the UFB install make sure your copper connection is still intact and working before they leave. Or if they removed it get them to put a new cable in temporarily.

antoniosk

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#2548384 23-Aug-2020 19:28

BarTender:

For my UFB install which was aerial the techs removed the copper once the UFB was working and I was happy.

Always be onsite for UFB installs, and if they don't finish the UFB install make sure your copper connection is still intact and working before they leave. Or if they removed it get them to put a new cable in temporarily.

Sound advice, but the predominant message i keep seeing on Geekzone about complaints is dates not being honoured, job details missing or incorrect, installers being random and so on.

I always try to be onsite for every service call for everything I order, sometimes it just doesnt turn out that way, annoyingly 🙄

________

Antoniosk

snnet

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#2548426 23-Aug-2020 21:32

cyril7: For overhead I was not aware of chorus having a hybrid copper/fiber with support messenger cable in the cupboard, but I could be wrong, but that would imply all overheads loose copper as I understand they cannot add more overhead drops than current under the local guvment rules.

Cyril

For quite a long period of time, all the overhead installs I'd seen on renovations that I'd carried out in my work, Chorus refused to disconnect the copper after installing the fibre "we can't do that" they'd always say. So up went another aerial wire, until they were gone and we cut the copper off.

redskt

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#2549704 26-Aug-2020 01:02

itey: ...and most people wouldn't care for a detailed breakdown, [...] atleast you have an intact copper connection.

I don’t agree with that. People do need to be informed. If some people don’t want the details, they can choose to not read them. Chorus Order Tracker (beta) should have a brief summary of all the work that has been done, and any additional work that needs doing.

itey: I don't see what the big deal is to be honest. They came and installed the fibre (early), realised there was an error, escalated to the appropriate techs and moved on.

They didn’t quite ‘move on’. One of the techs who was present on the day of install was also present on Friday (21st) and on Monday (24th) while the repair work was underway. The LOS light was back to normal (Green) Monday afternoon when the tech came around for an inspection, but turned red again after a couple hours.

That same tech visited on Tuesday (yesterday), only to tell us there are “too many faults” and that someone may be randomly poking sticks into the ground and breaking things (what???). More repairs!!! They’re going to come back as soon as the rain clears and dig around some more. Probably contractors and/or subcontractors.

Before proceeding with the Fibre order, Chorus should have ran some tests on their end to make sure everything is working perfectly. Repairs should be complete on or before the actual date of install.

Last Friday (21st), my internet provider ported the landline over, and we are without a landline until we have a working fibre connection. Even though roughly 80% of our calls are via our mobile phones, we still rely on the landline ~20% of the time. Very frustrating.

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Spyware

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#2549711 26-Aug-2020 07:15

redskt:

Before proceeding with the Fibre order, Chorus should have ran some tests on their end to make sure everything is working perfectly. Repairs should be complete on or before the actual date of install.

Given they blow the fibre from the cabinet and install ONT at install how could they test the circuit beforehand given it doesn't exist. What would be the test endpoint??

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

SATTV

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#2549721 26-Aug-2020 08:22

Spyware:

redskt:

Before proceeding with the Fibre order, Chorus should have ran some tests on their end to make sure everything is working perfectly. Repairs should be complete on or before the actual date of install.

Given they blow the fibre from the cabinet and install ONT at install how could they test the circuit beforehand given it doesn't exist. What would be the test endpoint??

Probably at the pit.

I have attended fibre installs on behalf of clients, they blow the fibre and get it connected, when they go to test it there is nothing, they drive away for 30 minutes and come back and it either works or they lodge a fault with Chorus.

On one install the fibre had been installed for a month but not working, the install guys signed it off as working, took about 30 days to get resolved, the install guys had spliced on to the incorrect glass at the pit.

I have had this three or four times now.

John

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