[Snap] My Snap! UFB ordering and installation diary

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#972108 22-Jan-2014 10:59

From an assistant of the Ohariu MP...

I have contacted Chorus who say that Snap does have an ‘escalation process’ available to them which they may choose to use and that then they will be able to inform you of the progress of your UFB connection.

Chorus did not wish to clarify what this process is and said the information would be passed onto you by Snap.

I guess now I wait for Chorus and/or Snap to get in touch with me about what this escalation process is. I'd have thought Snap would manage this themselves, four months really is unreasonable. They don't seem to do anything unless I call them though. I guess I'll wait and see.

RalphFromSnap

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#972117 22-Jan-2014 11:09

timmmay: From an assistant of the Ohariu MP...

I have contacted Chorus who say that Snap does have an ‘escalation process’ available to them which they may choose to use and that then they will be able to inform you of the progress of your UFB connection.

Chorus did not wish to clarify what this process is and said the information would be passed onto you by Snap.

I guess now I wait for Chorus and/or Snap to get in touch with me about what this escalation process is. I'd have thought Snap would manage this themselves, four months really is unreasonable. They don't seem to do anything unless I call them though. I guess I'll wait and see.

Hi Timmmay,

Sorry for the delay on the updates on this one, we have also struggled to get updates too, and this order has certainty been escalated.

At the present time there is still no agreement to use the pole, our latest update is that the pole contains live wires (understandably) which will need to be turned off in order for the installation to go ahead, Chorus have not been able to provide us any updates as to when this can happen, but as soon as we hear something we will immediately let you know. We too want you to get UFB as soon as possible.

Again sorry for the delay and we will push further to get more updates.

Thanks,TheRalph

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#972130 22-Jan-2014 11:16

Thanks for the update Ralph. Understand that safety is an issue if using the pole, but the last update I had from Snap was that Wellington Electricity denied any access to use the pole and they were likely going to have to go underground. If the pole can be used that's probably preferable at this stage, given everything else is up the pole and my house has already had things attached and screwed into it for that to happen.

Lorenceo

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#972132 22-Jan-2014 11:21

It seems odd to me they'd need to turn the power off. I also highly doubt they'll turn off the power for an entire subdivision (or more) just so they can install some communications cabling to one house.
In my area the phone and power cables are on the same poles, with the power cables at the top of the poles and the phone cables about 60cm below.
They shouldn't need to touch the power cables at all.

Are the phone cables underground or overhead in your area? If they're already on the power poles then surely Chorus can service the poles as usual, except with fibre cable rather than twisted copper pairs?

Bureaucracy hard at work it seems.

timmmay

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#972135 22-Jan-2014 11:28

Everything is overhead. The power cables are at the top of the pole with telecommunications cables lower down as per standards. I did wonder if they had clumsy technicians or if it was just a general safety precaution as the separation wasn't enough to ensure safety. I can't see them disconnecting power to a chunk of my area just to provision UFB for me, that could cause major disruption and even damage appliances. I thought that's why power cables were way up the top.

I don't think Snap has the full story here, perhaps Chorus is treating them like mushrooms...

Cbfd

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#972156 22-Jan-2014 11:57

They dont dis connect power just pull the fuses that go into the house at the power pole - and yes this has to be done sometimes due to power regulations etc

matt45

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#972502 22-Jan-2014 22:10

General background on Wellington Electricity is that a commercial agreement was reached late 2013 with Chorus (commercial agreement does not mean there is an operational process to proceed with install - that comes afterwards). Only now can orders that were pending this agreement beginning to get processed/installed (subject to any conditions of the agreement).
Regardless of what was installed on the pole historically having existing copper/TCL cable on a pole does not by default give any infrastructure provider the right of access to said pole to install new network (UFB is brand new additional network).

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timmmay

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#972555 23-Jan-2014 05:44

Thanks Matt. I know they're different networks, but the information I've most recently been given by Snap is WE denied Chorus permission to use the pole outright without giving a reason. The information seems different, though I haven't been contacted by Snap directly to give me any further details.

Hopefully this all gets worked out soon.

RalphFromSnap

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#972613 23-Jan-2014 08:43

Hi timmmay

We had an update from our Service Delivery Manager at Chorus last night;

"We intend to meet with Wellington Electricity at site (pole) over the weekend to determine conclusively whether we can or cannot use their power pole to deliver an NGA service to this customer, please expect an update early next week".

Chorus did confirm that a commercial agreement is in place with WE, but as matt45 has explained, the fact that there are existing comms services already doesn't provide access to other comms providers by default.

This has the attention of the right people within both Snap & Chorus so we'll keep pushing for updates as much as we can. Here's hoping some common ground can be found between Chorus & WE and we can actually get you enjoying our UFB services soon!

Cheers
Ralph

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#972615 23-Jan-2014 08:46

Thanks for the update Ralph, it's much appreciated :)

RalphFromSnap

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#975592 28-Jan-2014 09:39

Hi timmmay

Another update for you, one which you should like ;)

Chorus have just advised us that WE have consented to them using the pole, so next step is to get their field force to arrange a time for the install.

Cheers
Ralph

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#975607 28-Jan-2014 09:54

Contrats man ! Finally getting somewhere :D

timmmay

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#975617 28-Jan-2014 10:08

Excellent, thanks for the update and pushing it through :) Please give me a call or an email to arrange access, which will have to be by arrangement due to work and being out of the country occasionally.

timmmay

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#976502 29-Jan-2014 10:11

Snap called today with an install date that's in about a week, so nice going. Hopefully Chorus can do the work before I get home, then check the connection once I arrive late afternoon and validate it all works.

I messed up my Fritzbox configuration trying to use it like a router, reset it to factory settings, but Snap tell me they can remote in and push a new config out easily. Fingers crossed that works! I may have UFB in a couple of weeks :)

timmmay

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#976737 29-Jan-2014 15:01

From Snap

"As you know Chorus have scheduled your order for the 7th February. They have asked that someone will be required to be home for the full day of the install. Is this going to be possible for you, or do we need to reschedule?"

That's a ridiculous requirement from Chorus that will cripple uptake of UFB. I've replied saying I will be home on a date in April, which is the next day I can commit to being home all day. The only reason I'm home that day is because I come back from my honeymoon late the night before and I have a day off before I go back to work.

They've already done the internal wiring, they need to to the outside wiring and test. I've said I can be home mid afternoon but that's not good enough. Not Snap's fault of course.

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