Chorus Tech no show multiple times in a row

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flapjack

12 posts

Geek

#302584 4-Dec-2022 11:57

I have VDSL. On Wednesday 30 November, it stopped working. Just dead. Every 30-60 minutes, it will reconnect for about 2 minutes, and then die again. It seems like it's going through this connectivity loop where it occasionally connects up, then some kind of ping or keep alive check fails, and it dies again.

Retail provider checked, then said I'll need a Chorus tech to come look, and that they cannot come until Saturday between 7-11am. I need to keep my phone handy if they call and be home to give them access.. well OK -- I wanted to go to field days, but I need internet for my work, so ok I'll miss it and do this.

11am rolls around, no one comes, contact the retail ISP, they say that it was 'rescheduled' for Sunday, 7-11am. Ok.

Then 10am Sunday rolls around, and I email the retail provider, who says that Chorus has changed it again to the following Monday, 7-11am.

Is this normal? Am I supposed to just stay home every day each day until they randomly decide to show up? I get that it takes time to come to an appointment, but why in the world can't they schedule it in such a way that they can actually do what they say?

Anyone have any insight why this might happen, and if there's anything I can do? It just seems extremely rude to me to basically put me on call, and string me out like this.

stick

353 posts

Ultimate Geek

#3005535 4-Dec-2022 12:08

@wheelbarrow01 might be able to look into this for you if no one turns up tomorrow

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Linux

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#3005659 4-Dec-2022 16:25

@ChorusNZ

vexxxboy

4087 posts

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#3005664 4-Dec-2022 16:51

pretty much what can happen when it is a monopoly

Common sense is not as common as you think.

Bung

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#3005679 4-Dec-2022 18:18

flapjack: 11am rolls around, no one comes, contact the retail ISP, they say that it was 'rescheduled' for Sunday, 7-11am. Ok.

Then 10am Sunday rolls around, and I email the retail provider, who says that Chorus has changed it again to the following Monday, 7-11am.

Who is responsible for updating the end user? If the ISP has the customer relationship should they be advising changes?

Oblivian

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#3005684 4-Dec-2022 19:24

Believe it pretty much goes... Unless we're willing to burden passed on additional cost of multiple emergency staff twiddling fingers, until a call comes in from the dailies, that one of the 6 or so bits of paper they got in the morning to go do has blown out from a 5 min job to 2hrs and you aren't going to make the others.

Pretty much At the mercy of someone to do the coordination on behalf and relay the updates accordingly

toejam316

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#3005687 4-Dec-2022 19:53

Can't provide much feedback except that the serco contractor isn't meeting Chorus expectations, unless that's changed.

They should be contacting the customer to let them know they won't make the appointment, and rescheduling for a time that suits the customer.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

Wheelbarrow01

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Chorus

#3005736 4-Dec-2022 23:28

Hi @flapjack, I'm very sorry to read about this. Could you please flick me a DM with your address? I'll locate your fault number and refer it to one of our fault managers in the morning.

We are currently facing some challenges with our field force. I'm not sure I am at liberty to share specific details other than to say the demand for technicians is at an all-time high, and technician sickness is one factor that is continuing to cause us some issues. I'm not saying this is the cause in your particular case and it doesn't excuse the lack of contact prior to your appointments being missed/rescheduled. Flick me the details and I'll find out what has happened here and will come back to you.

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

flapjack

12 posts

Geek

#3005894 5-Dec-2022 11:27

Day 6 of no internet, 3rd no show in a row 😢

Not even getting updates from the ISP any more. I wish there was a cell tower in range that I could at least tether reliable internet from.

networkn

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#3005895 5-Dec-2022 11:29

flapjack:

Day 6 of no internet, 3rd no show in a row 😢

Not even getting updates from the ISP any more. I wish there was a cell tower in range that I could at least tether reliable internet from.

Did you send your details to Wheelbarrow as requested?

flapjack

12 posts

Geek

#3005901 5-Dec-2022 11:47

I did -- just got a call from the tech.

They "reset the card in the cabinet." It's all working now. So relieved it was simple... but curious what went wrong. The tech didn't seem like they were particularly interested in talking about it -- but it is working and it's been up for ~5 minutes. Wish I knew what was wrong.

Chorusnz

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Chorus

#3006010 5-Dec-2022 14:24

flapjack:

Anyone have any insight why this might happen, and if there's anything I can do? It just seems extremely rude to me to basically put me on call, and string me out like this.

Hi there,

We see that you may be getting some assistance already but we would be happy to check on things and let you know what is happening with the fix. If you'd like to send us a message with your address details we'll follow up and let you know the latest.

Thanks, David.

Gwilson

108 posts

Master Geek

#3008378 11-Dec-2022 09:01

Thought I would just post some positive feedback - must admit I was a bit cynical and prepared for a rough ride...

We lost fibre last Saturday at 2:30 pm and Orcon advised a Chorus tech would be on site Sun between 11-1500. Sun morning I got a txt update that now they'd be out Mon morning. A bit annoying as I'd changed plans but we could limp along on cellular tethering.

I was convinced someone has knocked/damaged/removed our connection at a cabinet as a new neighbor moved in on Saturday. Turns out that was wrong.

Tech arrived early Mon, within 5 mins had isolated it to a physical break 50m away where it ran in a slot cut in our concrete driveway. Tried to work around it with another fibre but that was dead too.

Some digging prep in the afternoon to see if ducting was available (no) and returned with a colleague on Tue morning to cut the slot wider and splice in a new fibre for the drive section. Will return later to seal up the slot.

We all know that a deeper trench and conduit is the right way to do it - what they've done works but will likely fail again within 10 years or so. I couldn't believe how munted the cable was with the sheath perforated by small stones that had concentrated pressure due to vehicles and/or concrete movement. It's a wonder it had worked at all.

The guys that fixed it did a good job for us.

Jase2985

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#3008418 11-Dec-2022 12:24

infrastructure built to last....

nztim

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TEAMnetwork

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#3008421 11-Dec-2022 12:47

Gwilson: Tech arrived early Mon, within 5 mins had isolated it to a physical break 50m away where it ran in a slot cut in our concrete driveway. Tried to work around it with another fibre but that was dead too

Quality workmanship on the original fibre install

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

decibel

276 posts

Ultimate Geek

#3008443 11-Dec-2022 13:45

And I am in the same boat - was told that the Chorus tech would show up between 11am and 3pm yesterday (Saturday)

No show, no communication at all. Suddenly, today, get a phone call - tech at the house, no-one home.

I asked him to check the cabinet end first but it was just a waste of time.

They will call back and arrange another time - meanwhile the old VDSL has been disconnected and we are without internet.