Advice on Chorus Fibre Repair

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alasta

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#310811 23-Nov-2023 18:31

I'm hoping that I can get some advice on how to engage with Chorus on this issue.

I am involved with a residents' association which maintains shared assets within our complex including pathways. One of our residents has been without access to fibre broadband since our housing development was completed more than two years ago because the developer's contractors crushed a fibre cable when laying a concrete path over it. Obviously this is something that the developer should sort out, but it's become pretty clear that they aren't going to do anything for us.

I'm now wondering how we can get this fixed, as I assume this damaged cable is a Chorus asset. It is my understanding that Chorus does not engage directly with homeowners as there is an expectation that a retail service provider should act as a go-between. Is there any way that we can get Chorus to send a contractor out to inspect the problem and propose a solution? Or does the homeowner have to sign up with a retail service provider in order to trigger the process of Chorus sending out a contractor to discover the damaged cable?

Any help would be appreciated.

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#3163008 23-Nov-2023 18:35

@Wheelbarrow01

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RunningMan

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#3163009 23-Nov-2023 18:36

https://www.chorus.co.nz/help-and-support/network-damages/how-do-i-report-network-damage

Or perhaps one of the helpful Chorus staff may pop in to the thread.

Stu1

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#3163010 23-Nov-2023 18:38

I have dealt with chorus directly as a home owner when building and the cable snapped at the end of the street , they charged me directly I’m thankful had a contract renovation insurance. Contact them and see what’s possible

quickymart

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#3163065 23-Nov-2023 22:29

If they've lost service, 9 times out of 10 it's classed as a fault. Get them to talk to their RSP and log a fault. Just make sure they say they have no service, don't mention crushed cables or anything otherwise there's a chance they'll be referred to Chorus - which isn't the correct process.

If they have no RSP, they may just need to speak to Chorus Damages and see what happens.

snj

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#3163068 23-Nov-2023 23:24

Has the damage ever been confirmed by Chorus (i.e. during service activation) or is it just presumed damaged at this stage? The post makes me think the homeowner has never tried to get the fibre connected.

The simplest solution seems to have been missed though, at the time, the developer should've probably contacted Chorus via the new build process and asked for the cable to be checked and chased the contractor that damaged it (if it was damaged beyond use). Probably the next best now is to sign up with an RSP and let Chorus work out if the cable is up to scratch or not.

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#3163090 24-Nov-2023 07:47

I'm a networks and flashing lights guy, not physical cables.
But... IMO (@chorusnz or @Wheelbarrow01 can confirm.)

Order a service with an RSP and go through the process to have it fixed.

If you don't want to order a service, then the link posted above about network damages seems appropriate. I think we will try and reclaim the costs from the developer (assuming they are the damage do-er in this case).

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alasta

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#3163102 24-Nov-2023 08:42

Thanks all. The fibre has never been connected as the damage was done before she moved in, but I'll need to have another chat with her to clarify whether she has made any attempt to get an RSP to connect her. I assume she probably has, otherwise she wouldn't know that the cable is damaged, bearing in mind that the damage is concealed underneath the path.

It sounds like engaging with an RSP is the best way forward if she hasn't already done this, otherwise we will try 'reporting damage' directly to Chorus. Who pays for it is yet to be determined - it would be good if Chorus could recover costs from the developer but we've had no luck in getting them to do the right thing.

SATTV

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#3163106 24-Nov-2023 08:48

alasta:

Thanks all. The fibre has never been connected as the damage was done before she moved in, but I'll need to have another chat with her to clarify whether she has made any attempt to get an RSP to connect her. I assume she probably has, otherwise she wouldn't know that the cable is damaged, bearing in mind that the damage is concealed underneath the path.

It sounds like engaging with an RSP is the best way forward if she hasn't already done this, otherwise we will try 'reporting damage' directly to Chorus. Who pays for it is yet to be determined - it would be good if Chorus could recover costs from the developer but we've had no luck in getting them to do the right thing.

I would get an indication of price from Chorus.

I would then give that to the developer and get them to agree to paying, if not I would then the body corp pays and recovers the debt from the developer by going to court.

The body corp management company should have a friendly lawyer to write the developer letter saying pay up or we will take you to court to recover costs and expences.

I dont know if the body corp can use the Disputes tribunal but that is worth a shot.

John

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godber

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#3163108 24-Nov-2023 08:52

alasta:

Thanks all. The fibre has never been connected as the damage was done before she moved in, but I'll need to have another chat with her to clarify whether she has made any attempt to get an RSP to connect her. I assume she probably has, otherwise she wouldn't know that the cable is damaged, bearing in mind that the damage is concealed underneath the path.

It sounds like engaging with an RSP is the best way forward if she hasn't already done this, otherwise we will try 'reporting damage' directly to Chorus. Who pays for it is yet to be determined - it would be good if Chorus could recover costs from the developer but we've had no luck in getting them to do the right thing.

@alasta Why not use the Chorus request a fibre install page, that way you can avoid dealing with an ISP initially. See https://www.chorus.co.nz/request-install

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alasta

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#3163109 24-Nov-2023 08:54

As a committee member of the residents' association, I can confirm that we will not be taking legal action against the developer in relation to this matter. There are some complexities in our relationship with the developer that I can't go into here.

I suspect that the homeowner will end up paying for it.

quickymart

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#3163118 24-Nov-2023 09:09

godber:

alasta:

Thanks all. The fibre has never been connected as the damage was done before she moved in, but I'll need to have another chat with her to clarify whether she has made any attempt to get an RSP to connect her. I assume she probably has, otherwise she wouldn't know that the cable is damaged, bearing in mind that the damage is concealed underneath the path.

It sounds like engaging with an RSP is the best way forward if she hasn't already done this, otherwise we will try 'reporting damage' directly to Chorus. Who pays for it is yet to be determined - it would be good if Chorus could recover costs from the developer but we've had no luck in getting them to do the right thing.

@alasta Why not use the Chorus request a fibre install page, that way you can avoid dealing with an ISP initially. See https://www.chorus.co.nz/request-install

That wouldn't work in this situation as I understand the fibre has already been installed, just the cable is damaged.

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boosacnoodle

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#3163121 24-Nov-2023 09:11

alasta:

As a committee member of the residents' association, I can confirm that we will not be taking legal action against the developer in relation to this matter. There are some complexities in our relationship with the developer that I can't go into here.

I suspect that the homeowner will end up paying for it.

Well then you know what the only other option is. Case closed.

alasta

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#3163131 24-Nov-2023 09:52

To be clear, I'm not seeking advice on liability. I just need the problem remediated, and the allocation of cost is something we can deal with after that.

RunningMan

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#3163164 24-Nov-2023 10:50

Then contact Chorus to advise of network damage as per the link. You'll see it covers who caused the damage and who should pay etc.

alasta

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#3163168 24-Nov-2023 11:09

Thanks, we'll give that a try.

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