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43 posts

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Topic # 138778 16-Jan-2014 13:15
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I was moving to a new address, so ordered the phone and fibre connection on 01/12/2013 and asked for installation on 09/01/2014, which was well over a month away.

An email from telecom came just a few days later and confirmed the installation on 09/01/2014, then I also got the modems delivered to me shortly after, things were looking pretty good.

On the 09/01, I took a day off work to be at home for the installation.
By lunch time, no one showed up, so I rang telecom, a support person checked the order and assured me that someone would be there before 5pm, although I was quite skeptical about that by then as I understand from telecom website that a fibre connection would take a day to install.
By 4pm, still no one, I rang 123 again, this time the call was tranferred to the installation team (I think), and the person on the phone checked the order and quickly pointed out that the installation was not going to happen that day because my previous ISP hadn't released my phone number.
So it only took me a little more than a month to order the connection in advance, and I only had to ring twice on the day, and before the close of the business day, I was fully informed about the progress.
What else more could you ask for? I am totally thrilled with Telecom's customer service, in other 3rd world countries, you would be lucky to get this level of service.

Anyway, the installation got rebooked on the 14/01.
The day before, on the 13/01, I rang telecom again just to make sure they were going to do the installation and it got confirmed again.
The next day by lunch time, no one showed up, so I rang telecom.
This time, the support person was very apologetic, she could see from her record that I rang the day before to confirm the date,
but the bad news is that the previous person had given me wrong information, in fact, the installation couldn't happen because Chorus needs consent over a shared driveway.
And such a consent process is not going to complete in a hurry, can take weeks even months.

I can understand the reasons for the delays, but I have placed the order at the beginning of Dec last year, yet for a month and half telecom and Chorus failed to see such potential delays and failed badly in communication with the customer.
In the end, I am left with no phone nor internet connection for weeks to come, and wasted 2 days leaves from work which I'd rather spend on holidays with family.

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43 posts

+1 received by user: 8

  Reply # 968142 16-Jan-2014 13:31
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NonprayingMantis: 3rd world lol.

You must live a sheltered life if you think waiting a month for a fibre optic connection is even remotely close to '3rd world'

That's not what annoys me, I would be happy if they told me upfront that it would take however long to connect, I could have chosen other services such as ADSL or VDSL or whatever.
What annoys me is the mucking around.

479 posts

Ultimate Geek
+1 received by user: 26


  Reply # 968170 16-Jan-2014 14:03
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I find it interesting that both times you were given "Confirmed" dates and times, yet they managed to screw it up each time.

Surely they should have known that the prerequisites needed for installation were not completed when you called the first time and that they should have notified you to that fact prior to confirming the date and time.

Someone not doing their job?

Your friendly Southern Geeky Fellow :P
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