[Snap] Snap have failed our company!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Snap have failed our company!

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#1159241 21-Oct-2014 14:08

Quite a few installs ive had at business premises and malls, Chrous have not come to the building and marked the pairs, they simply activate the pairs at the exchange/cabinet and then buggered off.

its usually not super time consuming for a phone tech/sparky to find the right pairs at the demark tho, i always do it this way instead of trying to get them to come back in

id definitely never do it 1 day before you wanted it to go live however, as leaves no room for issues/faults.

mattwnz

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#1159244 21-Oct-2014 14:21

richms: Every time I see these issues I have to ask, if the internet and phone are that vital to your business why was it not set up and tested weeks before it was needed?

Exactly, would there have been any reason not to have it installed and working at least a week prior to moving in, apart from having to pay for it during that time? Although that would have been a very small price to pay. The thing is that one day pretty much has no margin or error for things to go wrong, or people not showing up etc.

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#1159249 21-Oct-2014 14:26

I think that by the sound of it your internal network installer didn't have a look at the demarc - it's very easy to find the incoming line at an old premises, as the old working pairs will still have terminations on them, and its very easy to trial and error it from there, no more than 5 minutes. I'd say to get Chorus back out will net you a failed install fault, which'll be signed off as No Fault Found - Working At Demarc.

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khull

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#1159254 21-Oct-2014 14:31

dafman:
khull: Seems like you have been another casualty of Chorus.

While my most recent experience went smoothly, I had to make sure Snap contacted Chorus and confirm they were on site to do the switchover. All my previous switchovers were botched up by Chorus either failing to turn up or failing to sign off the job back to the ISP and is not specific to Snap.

Although Chorus failed to mark the connection, the problem is Snap's as we are required to liaise through them and cannot directly contact Chorus. Despite the resolution being very simple - ie. the technician advising where the connection was put, we are now facing our our third day without internet. Third world?

as what you have described is the outstanding operational gap of the Labour government legislation back in the day as part of llu separation into retail, wholesale and chorus/infrastructure division

The resulting effect is ISPs like Snap have no control of what Chorus decides to do (or don't in your case) and worse, technically no 'enforceable' SLA contract exists between you as the end user and Chorus

cr250bromo

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#1159260 21-Oct-2014 14:50

toejam316: I think that by the sound of it your internal network installer didn't have a look at the demarc - it's very easy to find the incoming line at an old premises, as the old working pairs will still have terminations on them, and its very easy to trial and error it from there, no more than 5 minutes. I'd say to get Chorus back out will net you a failed install fault, which'll be signed off as No Fault Found - Working At Demarc.

Was going to say something along these lines: in a large building/organisation the demarcation point is usually an MDF in a comms room/basement. That's where Chorus's responsibility ends - cabling from there to your floor/office either belongs to the building owner if it's existing, or yourself if you install it. Even on a 200 pair cable I have found pairs that were activated but not tagged - just a bit of trial and error :) Certainly quicker than waiting for someone to come back to tag it. I agree Chorus should have tagged the line if they were specifically asked to, but your contractor should have had a better go at finding the line rather than just saying it wasn't tagged.

dafman

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#1159345 21-Oct-2014 16:34

toejam316: I think that by the sound of it your internal network installer didn't have a look at the demarc - it's very easy to find the incoming line at an old premises, as the old working pairs will still have terminations on them, and its very easy to trial and error it from there, no more than 5 minutes. I'd say to get Chorus back out will net you a failed install fault, which'll be signed off as No Fault Found - Working At Demarc.

Our network installer did look at the demarc. No luck.

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toejam316

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#1159349 21-Oct-2014 16:38

dafman:
toejam316: I think that by the sound of it your internal network installer didn't have a look at the demarc - it's very easy to find the incoming line at an old premises, as the old working pairs will still have terminations on them, and its very easy to trial and error it from there, no more than 5 minutes. I'd say to get Chorus back out will net you a failed install fault, which'll be signed off as No Fault Found - Working At Demarc.

Our network installer did look at the demarc. No luck.

If he did his job properly then one of two outcomes should've occurred - he connected your phone and internet to your internal network, or he advised you to tell Snap that the install failed. If the dialtone/DSL is there then the installers job is done.

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Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

kornflake

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#1159667 21-Oct-2014 23:04

Defman did your IT company, ask for an install to a jack point, demark or just a connection only, as the later does not require a site visit, as chorus will just jumper a pair at the exchange, that their records show is terminated to your floor.

dafman

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#1159950 22-Oct-2014 13:00

kornflake: Defman did your IT company, ask for an install to a jack point, demark or just a connection only, as the later does not require a site visit, as chorus will just jumper a pair at the exchange, that their records show is terminated to your floor.

Not sure, I'm not the installer - but we managed to finally get chorus in today and it looks like they didn't visit last week as advised. Grey area as to who is at fault, Chorus or Snap, but we should be up and running in an hour or so. Not bad, four days to get a basic connection sorted after the initial install failed - who said the Telecom service levels of the 1970's were a thing of the past!

However, to be fair to Snap, the topic header should be amended to: Snap or Chorus, and it's almost impossible to work out who, have failed our company!

toejam316

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#1159953 22-Oct-2014 13:03

At a guess by the sounds of it a jumper job was generated for what should've been a full install then. No names named but generally Chorus does exactly what's asked by the RSP, no money in doing more or less.

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Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

nunz

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#1160356 22-Oct-2014 22:45

Average time for installs for our clients is in the 3-6 month mark. It usually involves me getting called in after the polite and business like aporoaches have failed and making some managers life a living hell untill the crud flows far enough downhill to get a technician kicked into action and a job done.
Btw 3-6 months isnt exaggeration. Its a nightmare to get some one to take responsibility.
My latest trick is to get chorus / enables manager on the phone plus the isps manager and possibly any other third party and not ket them get off phone conferenceunder pain of peeving off their managersuntil its resolved.
even then close supervision and phone calls when time frames are over run by 30 mins is often required.

Short term. Phone numbers redirected to cell phones at isps cost, 3-4g wireless connection hub and possibly borrowing bandwidth from a buikdings tennant are good options.

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sbiddle

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#1160390 23-Oct-2014 07:12

dan: Quite a few installs ive had at business premises and malls, Chrous have not come to the building and marked the pairs, they simply activate the pairs at the exchange/cabinet and then buggered off.

its usually not super time consuming for a phone tech/sparky to find the right pairs at the demark tho, i always do it this way instead of trying to get them to come back in

id definitely never do it 1 day before you wanted it to go live however, as leaves no room for issues/faults.

If a basic install without wiring is requested then this is all Chorus are required to do.

The problem with anything more such as a full install is that it will cost money - typically several hundred, and most people don't want to pay this.

sbiddle

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#1160391 23-Oct-2014 07:14

nunz: Average time for installs for our clients is in the 3-6 month mark.

I assume you mean fibre? Because this is fairly typical of the industry.

If you're averaging 3-6 months for copper then you're dealing with the wrong people!

nunz

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#1160399 23-Oct-2014 07:51

At present getting any isp to do a decent install is hard. Phone transfers dsl conectivity fibre etc all getting mucked up.
3-6 is for fibre after initial inspections done. I find that when a date is given it slides badly.

sbiddle

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#1160403 23-Oct-2014 07:57

nunz: At present getting any isp to do a decent install is hard. Phone transfers dsl conectivity fibre etc all getting mucked up.
3-6 is for fibre after initial inspections done. I find that when a date is given it slides badly.

There are so many variables with fibre that dates are impossible to commit to,

As for problems with DSL, they're clearly related to the provider you're using rather than an industry problem. Yes the odd issue can happen, but saying the industry has a problem isn't being truthful.

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