New hyperfibre connection for our medical clinic

Forums › New Zealand Broadband › New hyperfibre connection for our medical clinic

sumitsamant

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Wannabe Geek
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#311450 16-Jan-2024 21:39

Hello Geekzone community, I'm a new user here looking for some advice or help.

Our medical clinic is moving to a new location in Auckland. We have requested a new hyperfibre connection at the new address and have been allocated ONT box installation by Chorus on 15th February.

This will result in cancellation of many patient appointments and significant disruption of our service including surgeries.

I have spent hours trying to get through to 3 Degrees help desk today. I managed to speak to someone in the afternoon who said they would call me back after looking into it but didn't. I haven't been able to get in touch on the phone since then. I'll try them again tomorrow as well as Chorus contact centre.

Any advice or suggestions from the knowledgeable folk here? One solution I can think of is wireless broadband until we get the installation sorted. Do people know of any other providers who could get this sorted sooner. I assume the bottleneck would still be with Chorus installation.

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305 posts

Ultimate Geek
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#3182816 16-Jan-2024 21:54

Does the new premises already have an ONT installed? It may be easier/better to get standard Fibre with a preinstalled ONT, and request the ONT and connection be upgraded to Hyperfibre.

sumitsamant

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Wannabe Geek
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#3182817 16-Jan-2024 21:56

Unfortunately, there is no box. The previous occupant removed the box and took it with them.

l43a2

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#3182818 16-Jan-2024 22:00

sumitsamant: Unfortunately, there is no box. The previous occupant removed the box and took it with them.

that's unusual considering the box isn't theirs to take... :P

quickymart

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#3182824 16-Jan-2024 22:31

sumitsamant: I'll try them again tomorrow as well as Chorus contact centre.

Don't call Chorus, they won't be able to do anything except refer you back to your RSP.

If there are copper lines already there you may want to look at a DSL connection (VDSL if available). Yes, it wouldn't be as fast as Hyperfibre, but it may be enough to tide you over until you can get your installation done - otherwise your suggestion of wireless may be your best bet in the interim.

You may want to point out to 2 degrees that this is "missing network", ie, the last people took the ONT. It sounds like they may have booked it in for a full install instead, including scoping etc which you probably don't require.

Paging @SarahRykers

* also this thread should probably be moved to the 2degrees forum.

sumitsamant

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Wannabe Geek
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#3182827 16-Jan-2024 22:49

I see. That's very interesting and I'm sure it'll be helpful too. I'll try to discuss this with 2 Degrees.

Apologies for posting in the wrong forum. I tried to look for the 2 Degrees forum but obviously failed.

BMarquis

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Chorus

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#3182835 16-Jan-2024 23:20

Please private message me the address and I’ll take a look at what the best way forward might be :)

Quic Broadband

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Goosey

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#3182847 17-Jan-2024 07:12

Side note, I haven’t got any beef with 2D, but from what I see…. For a company that regularly advertises itself as being great for your business and know all about business needs……… how does the OP appear on a discussion board with this easy to solve problem that 99.9% of business customers would regularly need a solution for?

anyhow' I hope the folk at their ISP figure this out. Can’t be too hard for the ISP to get the LFC to sort the ONT ahead of time (If that’s all it is and work in with a suitable seamless move).

sumitsamant

9 posts

Wannabe Geek
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#3182853 17-Jan-2024 07:36

What I found ridiculous was also the fact that I have to call their "regular" broadband phone number and wait in the queue for ages only to be transferred to the business broadband team when I finally do get through. This double wait is frustrating. I was told by the first agent that there is no separate phone number for the business broadband team. The second agent did give me a number fie their business team, which doesn't ring at all; it says " we are having technical problems". Overall, I've found this process very amateurish. Sad, since I've been with them from Snap days and liked the technical support I would get.

BMarquis

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Chorus

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#3182891 17-Jan-2024 09:19

Hi @sumitsamant

We can see your RSP is also trying to escalate this with us.
Some work is required to make your connection hyperfibre capable before the tech installs the ONT. Unfortunately this has a particular lead time and needs to be scheduled in.

An alternative would be to order a 1gbps service and then upgrade to hyperfibre afterwards.
This gives you a working service until the Hyperfibre work can be completed and the new ONT install can then occur.
You would need to talk to your RSP about this approach.

Cheers!
Brent

BMarquis

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Chorus

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#3182905 17-Jan-2024 09:43

This might ultimately mean it takes longer to get hyperfibre.
But it will be the fastest way to get a service.

sumitsamant

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Wannabe Geek
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#3183072 17-Jan-2024 12:48

BMarquis: This might ultimately mean it takes longer to get hyperfibre.
But it will be the fastest way to get a service.

Thanks!! I managed to find a direct phone number to business broadband and asked them about two options: 1. to change the plan from hyperfibre to 1gb fibre or 2. Set us up with wireless broadband until hyperfibre is installed.

After discussing with their escalation manager, they offered to go with option 1 in the hope that it will be quicker than hyperfibre, which was scheduled for 15th February.

I have since then received an email update with a new connection date of 16th February!!!

I guess it's back to the phone to ask if they can change it back to hyperfibre and set us up with wireless broadband in the meantime.

All of this while I'm trying to do my day job: seeing patients in clinic and operating on them in the hospital. Not enjoying the stress of it all at all.

Dyson

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CamH

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#3183124 17-Jan-2024 14:35

Do you have an IT provider you work with? Most of my day job these days is ensuring internet and phone is installed and working as it should for clients when they move or change things, and I'm sure whoever you work with has someone who has a similar job to me.

They'll have options for you, whether it be wireless or 1Gbit as a temporary measure. If the ONT is missing, Chorus is pretty good at getting someone out there to install a new one, but the request will have to come form the RSP (2degrees) so you may get stuck on that bit.

Linux

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#3183131 17-Jan-2024 14:43

@sumitsamant no idea why a medial centre would need hyper Fibre.

I have helped setup many medial centres including counties medical out South Auckland from the IT side and even on 100/20 no issues now the default is 300/100

Medtech, My Practice etc don't need big bandwidth

Just go with Gb it will have all the bandwidth and more the practice will need

nztim

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TEAMnetwork

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#3183132 17-Jan-2024 14:45

Can 2degrees do a 4G/5G connection or a copper connection escalation until fibre is installed on 15th of Feb?

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

nztim

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#3183133 17-Jan-2024 14:46

Hyperfibre involves not only a x-gpon ONT at the end user site, but also at the local exchange as well hence long lead times.

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

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