Moved house - Chorus and Slingshot shenanigans

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Frankiej45

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#172057 10-May-2015 13:53

I moved house on the 3rd May and followed all of Slingshot's guidance on providing at least 7 days notice etc. I was told we would be up and running on Mon 4th May - Ok I can live one day without the net but not much more!

We are now on the 10th May, somehow Chorus failed to successfully set up the line on the 4th.

Since then I have spoken to Slingshot tech support about 10 times i.e. multiple times a day since the problem, and I keep getting told Chorus will be coming 'tomorrow' to fix it. They never come, they never update their ticket to say why - I still have no internet.

Suddenly today I get told its booked for next Wednesday! WTF! How can that be an acceptable level of service from Chorus to Slingshot and ultimately me?

What options do I have to escalate the issue further?

Why can chorus perform this way without any apparent penalty?

Any thoughts on how I can get this working before Wednesday (i.e. sometime on Monday) are welcome! Particularly from Chorus or Slingshot reps!

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6434 posts

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#1301422 10-May-2015 14:00

Slingshot have a move house guarantee of some kind.
Along the lines of 'if you aren't up and running on the day you move in , you get two months account credit'. Have a Google see if you can find it.

Frankiej45

21 posts

Geek

#1301430 10-May-2015 14:02

Yes thanks - Slingshot have actually honored that for me and given me 2 months free. So I'm appreciative of that, but what I really need is the net up and running by tomorrow (as we don't have great 3g here - so limited in other temporary connection options too)

sbiddle

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#1301493 10-May-2015 16:31

There are a myriad of reasons why your internet isn't working, and without knowing some pretty exact details surrounding the order including type of connection, when Slingshot submitted it, what order type they submitted, what your house wiring is like, and more importantly whether there was already an existing intact connection at your house there is absolutely nobody on here (except for Slingshot) that can offer you any advice.

Automatically blaming Chorus also won't win you any friends - there is nothing so far you're posted that suggests Chorus are to blame. By far the most common issue with people moving premises is that there is an already intact connection because the last person at a property hasn't yet had their broadband disconnected. When this happens (and it happens very frequently) there is a process to go through to disconnect the existing broadband connection before a new connection can be provisioned.

As your relationship is with Slingshot, they are your point of contact. You have no relationship with Chorus, so they're not going to be able to help you. The key thing here is knowing what your issue was - and if it was an existing intact connection, your chances of having it done before the new RFS date is basically zero.

Frankiej45

21 posts

Geek

#1301495 10-May-2015 16:44

Ok, I'm not automatically blaming anyone.

* No internet or phone connection at the house for the last 18 months as previous tenants just used mobiles
* This is ADSL
* I have been repeatably told by slingshot that tickets are logged with Chorus to action and to expect a Chorus engineer on various days last week - never happened
* According to Slingshot no information logged in Chorus system against requests - timeframes just come and go
* Slingshot are telling me this is a Chorus problem

Sorry if that seems like I'm 'automatically' blaming Chorus but that is the information I have been given.

But essentially what you are saying is tough. So i guess that's that.

sbiddle

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#1301496 10-May-2015 16:48

Multiple missed Chorus visits are an almost unheard of scenario. Scheduled jobs can be changed, but to have this happen on "various days" almost leads me to think you're not being told the full story.

Frankiej45

21 posts

Geek

#1301531 10-May-2015 17:55

Quite possibly. That was where I thought geekzone might be able to help me work out how best to get to the bottom of the issue.

What I'm worried about most is that Wednesday will come and pass, and I still won't have internet.

Chorusnz

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#1301673 11-May-2015 07:35

Frankiej45: I moved house on the 3rd May and followed all of Slingshot's guidance on providing at least 7 days notice etc. I was told we would be up and running on Mon 4th May - Ok I can live one day without the net but not much more!

We are now on the 10th May, somehow Chorus failed to successfully set up the line on the 4th.

Since then I have spoken to Slingshot tech support about 10 times i.e. multiple times a day since the problem, and I keep getting told Chorus will be coming 'tomorrow' to fix it. They never come, they never update their ticket to say why - I still have no internet.

Suddenly today I get told its booked for next Wednesday! WTF! How can that be an acceptable level of service from Chorus to Slingshot and ultimately me?

What options do I have to escalate the issue further?

Why can chorus perform this way without any apparent penalty?

Any thoughts on how I can get this working before Wednesday (i.e. sometime on Monday) are welcome! Particularly from Chorus or Slingshot reps!

Hi, Can you please PM us your address and contact details, so that we can have a look into what is happening with your connection for you. ^JD

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Trade NZ and US shares and funds with Sharesies (affiliate link).

Frankiej45

21 posts

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#1301679 11-May-2015 08:06

Thanks for picking this up JD - PM sent.

quentinreade

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2degrees

#1301688 11-May-2015 08:21

Cheers JD - flick me or Chris a note if we can help out :)

Comms chap

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Frankiej45

21 posts

Geek

#1301782 11-May-2015 10:28

Ok - so hats of to ChorusNZ for giving me a call and taking me through the process of events.

Essentially, Slingshot requested a connection only setup for the 4th May when we moved in, although I had communicated that there had been no active broadband / phone line at the address for 12 months or more prior.

After I indicated on the 4th that the service was not working a failed install was flagged and a full install request raised. At that point, it would seem that Chorus were working through normal process for booking and billing and did not provide any indication that a technician would be deployed that week. On Friday 8th May - it was communicated to Slingshot that the technician would do the full install on Wed 13th.

So, essentially I was being given information that was incorrect by Slingshot with respect to timing of resolution. Furthermore if a full install had been requested at the start I would most likely of had connection from the 4th. To cap things off Slingshot did raise an escalation for an earlier date but did not provide any justification as for why based on the criteria provided by Chorus.

So at the moment, looks like i'm waiting for Wednesday, unless someone from Slingshot can talk to me further about why this should be escalated for earlier resolution.

quentinreade

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#1301824 11-May-2015 11:06

Hi,
Chris here is just having a look at the order from our end - looks like the order was updated to a full install late April.
We'll have a good look in the notes to see where this hit a speed bump. JD, we'll flick you an email too and see if we can't get an install earlier.
Cheers

Comms chap

2degrees

sbiddle

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#1302105 11-May-2015 17:14

Most residential ISPs will only lodge a connection only install, as it saves the cost of a full install (which off the top of my head is now around $300) being passed onto the end customer.

Frankiej45

21 posts

Geek

#1302713 12-May-2015 12:58

So a big thanks to JD from Chorus, Chris & Quentin from Slingshot, we now have internet enabled. Which given our dependence on our connection, even one day earlier than planned is excellent!

Its a bit slower than expected (3.5mbps down), but I will do some tweaking and checking of my settings on the router tonight as may well be a setup issue.

Great to be online again!

quentinreade

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#1302716 12-May-2015 13:03

Great to hear!
Next step - tweaking those speeds...

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#1302774 12-May-2015 13:43

Frankiej45: ... Its a bit slower than expected (3.5mbps down), but I will do some tweaking and checking of my settings on the router tonight as may well be a setup issue. ...

3.5 mbps is more than a bit slow, even for ADSL (forgive me for stating the obvious)

What is your downstream attenuation?

The house has had no internet connection for 12+ months. How old is the house and what is the state of the house wiring?
Master filter installed?

Sideface

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