Fibre still not working 4 weeks after install

Forums › New Zealand Broadband › Fibre still not working 4 weeks after install - Chorus won't fix fault

Leith

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#304194 12-Apr-2023 13:00

After waiting 4 months for fibre to be installed (that's another story), it was finally done on the 14th of March.

However the installer said there is an issue at the exchange or somewhere that is affecting new installs in the area.

We don't have a copper line to use as a backup either so we are still without any internet service 4 weeks later.

Chorus says there is a fault in the FFP and have known about it from a couple of weeks before our install. They will not give a timeframe for resolution.

Communication with Chorus is impossible as it all has to go through the ISP who can only ask Chorus for updates. The updates we get back from Chorus take days and are useless.

Is there anything I can do to get Chorus actually fix it?

Can anyone here help?

wratterus

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#3061879 12-Apr-2023 13:03

Who is your ISP?

@chorusnz

Leith

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#3061882 12-Apr-2023 13:04

Skinny

wratterus

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#3061884 12-Apr-2023 13:08

@talkiet @cbrpilot

Have you asked Skinny if they can supply you a fixed wireless plan while you wait for the Fibre issue to be resolved? What is your latest communication from Skinny in regards to the installation issues?

Leith

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Wannabe Geek
+1 received by user: 8

#3061891 12-Apr-2023 13:26

I have, they have told me to sign up for the wireless plan and cancel later.

However that would require paying $199 for their router. They did offer to refund the $10 p&h fee for my neighbour who in in the same situation. No such offer for me however.

24th March:

Chorus has come back and provided the information below:

Hi Team,

Thanks for reaching us.

Apologies as were still waiting for our service partner/tech to resolve the issue and provide an update.

Unfortunately, there is no ECD for when this will be completed.

Once this is sorted out, our service partner will contact the customer to schedule a new RFS date and provide you with an update.

Apologies for the delay.

Thanks,

We'll continue to follow up with you once Chorus provides more updates.

Thanks so much for your patience.

I sent emails complaining about lack of communication and resolution on 30/3 and 3/4. Asked for wireless in the 30/03 email.

7th April:

Thanks for your email and apologies for any inconvenience.

Just letting you know that we just sent a follow up with Chorus yesterday to ask for update. Once we heard from them, you'll be the first to know.

Jase2985

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#3061892 12-Apr-2023 13:27

@wheelbarrow01

wratterus

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#3061893 12-Apr-2023 13:29

Right - In this situation I'd probably expect Skinny to come to the party (as long as you return the modem once your Fibre is connected). Paying up front for that, then getting a credit on your account once the modem is returned is how I would expect that to happen if you ask for it. It's a bit unreasonable otherwise as you are without a connection.

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Chorusnz

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Chorus

#3061897 12-Apr-2023 13:59

Leith:

After waiting 4 months for fibre to be installed (that's another story), it was finally done on the 14th of March.

However the installer said there is an issue at the exchange or somewhere that is affecting new installs in the area.

We don't have a copper line to use as a backup either so we are still without any internet service 4 weeks later.

Chorus says there is a fault in the FFP and have known about it from a couple of weeks before our install. They will not give a timeframe for resolution.

Communication with Chorus is impossible as it all has to go through the ISP who can only ask Chorus for updates. The updates we get back from Chorus take days and are useless.

Is there anything I can do to get Chorus actually fix it?

Can anyone here help?

Hi Leith,

We can take a look into this for you and see if there is anything we can do to speed things up. If you can please send us a DM with your address info we'll investigate and let you know.

Cheers,

^DR

quickymart

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#3061908 12-Apr-2023 14:31

Skinny could (and should) have done a lot more than what they have so far. Did you have any DSL (copper) service with them at this address originally before moving to fibre, or is this a new order for fibre with no prior existing Skinny service?

Leith

5 posts

Wannabe Geek
+1 received by user: 8

#3061909 12-Apr-2023 14:34

Yes, that's how I feel. I've had fibre with them at a previous address for over a year

cbrpilot

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Spark NZ

#3061933 12-Apr-2023 16:17

Hi Leith, can you please PM me your details so I can escalate with Skinny?

Thanks

My views are my own, and may not necessarily represent those of my employer.

Leith

5 posts

Wannabe Geek
+1 received by user: 8

#3063291 13-Apr-2023 17:11

Skinny has offered a wireless connection for the meantime and waived the setup charges.

Chorus has not been able to offer any new information but say they are actively chasing it.

Thanks for your help.

Pretty frustrated that I could not get anywhere through the normal support channels however.

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Wheelbarrow01

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Chorus

#3063333 13-Apr-2023 20:08

Jase2985:

@wheelbarrow01

Apologies I am on leave at the moment but I made a quick enquiry and have confirmed the order is now escalated and our provisioning team is working to get an update on the FFP fault. The team will keep Skinny in the loop so that updates can flow back to @Leith.

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

nztim

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TEAMnetwork

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#3063339 13-Apr-2023 20:26

Wheelbarrow01:

Apologies I am on leave at the moment but I made a quick enquiry and have confirmed the order is now escalated and our provisioning team is working to get an update on the FFP fault. The team will keep Skinny in the loop so that updates can flow back to @Leith.

Nice work @Wheelbarrow01 always supporting the GZ community.

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

quickymart

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#3063452 14-Apr-2023 07:14

Leith:

Skinny has offered a wireless connection for the meantime and waived the setup charges.

..

Pretty frustrated that I could not get anywhere through the normal support channels however.

That's the sort of thing Skinny should have done in the first place. Glad to hear it's finally getting sorted though.