[Snap] My Snap! UFB ordering and installation diary

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298 posts

Ultimate Geek

#976741 29-Jan-2014 15:13

How much do you trust your neighbor dude?

Oriphix

523 posts

Ultimate Geek

#976751 29-Jan-2014 15:21

timmmay: From Snap

" home for the full day of the install"

That's interesting. I was told by Snap CSR that my VDSL would take up to 4 hours.

The Chorus guy was done in 30-45 minutes.

I guess they would be saying that if they need to run the fibre to your door and give jack point, which could take a long time.

timmmay

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#976759 29-Jan-2014 15:34

Dairusire: How much do you trust your neighbor dude?

Not much, and they're not home either. People work during the day - hence Chorus seem to only do business hours.

Oriphix: That's interesting. I was told by Snap CSR that my VDSL would take up to 4 hours.

The Chorus guy was done in 30-45 minutes.

I guess they would be saying that if they need to run the fibre to your door and give jack point, which could take a long time.

They've already run the internal fibre, installed the fibre modem thing, etc. All they need to do is run the cable onto the property and check that connectivity works. They'd probably only really need me for 20 minutes.

cjmchch

264 posts

Ultimate Geek

#976791 29-Jan-2014 16:00

timmmay:
Dairusire: How much do you trust your neighbor dude?

Not much, and they're not home either. People work during the day - hence Chorus seem to only do business hours.

Oriphix: That's interesting. I was told by Snap CSR that my VDSL would take up to 4 hours.

The Chorus guy was done in 30-45 minutes.

I guess they would be saying that if they need to run the fibre to your door and give jack point, which could take a long time.

They've already run the internal fibre, installed the fibre modem thing, etc. All they need to do is run the cable onto the property and check that connectivity works. They'd probably only really need me for 20 minutes.

Not quite as simple as 20 minutes, maybe anything up to a couple of hours.

hellonearthisman

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#976797 29-Jan-2014 16:11

It is pretty outrageous that they can't be more accurate with there times. It would be nice if they could do installs outside of normal working hours to work with the 8 to 5 people. It doesn't get dark until late so they should be taking advance of this time to deliver a better service to their customers.

Hire a security firm to house sit for the install, or someone you trust?

cjmchch

264 posts

Ultimate Geek

#976819 29-Jan-2014 17:02

hellonearthisman: It is pretty outrageous that they can't be more accurate with there times. It would be nice if they could do installs outside of normal working hours to work with the 8 to 5 people. It doesn't get dark until late so they should be taking advance of this time to deliver a better service to their customers.

Hire a security firm to house sit for the install, or someone you trust?

I had Chorus of Christchurch do my fibre install into my new home and also to swap me from BOF to UFB (swapping the ONT) and on each occasion I had a new person visit, in total 4. I can say without reservation that each and every one of the contractors were courteous, considerate of my needs and also the home in which they were working. They were all very polite and well dressed. They all took pride in their work and left my cabinet in a very tidy and controlled manner. Each loose cable was suitably secured within the cabinet and both the ONT and router were secured in a very professional manner.

It would be fair to say that my thoughts are consistent with others in our neighbourhood.

Each and every one of these contractors has taken the time out to inform me of the process and how it all worked.

I was left very impressed and would be more than happy to leave a key out for them to do the work if I wasn't home. (which I did do on one occasion but returned before they had finished)

It would be unreasonable to expect somebody to work out of hours to satisfy my staying at work for something I am wanting them to do.

hellonearthisman

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#976837 29-Jan-2014 17:40

That's nice Cjmchch, but they are contractors and so there hours don't have to be the traditional 9 to 5.
Working outside those hours would not mean they are working less or more hours per week, it means they are working at times the best suits there (end) customers needs (not just Chorus).
They can still be polite, well dressed, do a professional good job and all that. Just work at a time that better suits the job. If they need people at home to do there work, then work at times when the people are normally home.

Is it unreasonable for someone to take the whole day off from work to suit the 9-5 hours of a contractor who will only be there for a few hours at most?

To take one day to connect one customer, means that only 260 people per year per contractor can be connected to the UFB. It will take a lot longer than the Govt contract signed to get NZ connected at that speed.

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Oncop53

273 posts

Ultimate Geek

#976847 29-Jan-2014 18:30

Just some perspective from someone who has a good experience with the UFB install:
My UFB was installed yesterday in Henderson, Auckland; this was the day after I moved in to my new house, so no delays at all.

The two contractors were on site from 9 am till 2:30 pm, and I took the day off, I guess I am lucky that I have flexible hours and workplace where I can do this. Being present for the install was great because I pestered them with geeky questions about the install, and they put the conduit down the part of an external wall exactly where I wanted it (not facing the road). I even had a choice of metal or plastic conduit clips to best match the exterior house fittings.

Like cjmchch I was really impressed with their professionalism and the standard of their work.

The only problem was that the phone line was not initially working, which was resolved by a call to Snap customer support.

matt45

311 posts

Ultimate Geek

#976848 29-Jan-2014 18:32

hellonearthisman: That's nice Cjmchch, but they are contractors and so there hours don't have to be the traditional 9 to 5.
Working outside those hours would not mean they are working less or more hours per week, it means they are working at times the best suits there (end) customers needs (not just Chorus).
They can still be polite, well dressed, do a professional good job and all that. Just work at a time that better suits the job. If they need people at home to do there work, then work at times when the people are normally home.

Is it unreasonable for someone to take the whole day off from work to suit the 9-5 hours of a contractor who will only be there for a few hours at most?

To take one day to connect one customer, means that only 260 people per year per contractor can be connected to the UFB. It will take a lot longer than the Govt contract signed to get NZ connected at that speed.

Id like to see anyone find the huge workforce (contractors or not) that is willing to work in the way which you suggest, I'm sure there are a few that would however I'm also sure the vast majority simply wouldn't work on those terms - they have a lives too, kids to look after etc, just because they're contractors doesn't mean they don't care about having to work out of business hours.

In future most of the LFCs are looking to move to a split install model in which all the external work is agreed upon with the customer, that is all completed and then a specific time is scheduled with the user to be home to complete the internals (which can take anywhere form 30mins to a couple of hours).

In this instance i think it's probably safe to say the rep has given the standard line that it's an all day install, not realising that the majority of the internal work has already been completed so won't be.
No doubt they will call you on the day anyway and you can negotiate timing then.

overkill

222 posts

Master Geek

#976855 29-Jan-2014 18:51

hellonearthisman: That's nice Cjmchch, but they are contractors and so there hours don't have to be the traditional 9 to 5.
Working outside those hours would not mean they are working less or more hours per week, it means they are working at times the best suits there (end) customers needs (not just Chorus).
They can still be polite, well dressed, do a professional good job and all that. Just work at a time that better suits the job. If they need people at home to do there work, then work at times when the people are normally home.

Is it unreasonable for someone to take the whole day off from work to suit the 9-5 hours of a contractor who will only be there for a few hours at most?

To take one day to connect one customer, means that only 260 people per year per contractor can be connected to the UFB. It will take a lot longer than the Govt contract signed to get NZ connected at that speed.

Fully agree, especially if the internal wiring is already done. You should have been left with a 0800 for Downers after the initial internal install of the hybrid cable. I would liaise with their call center and the technicians on the day and have them call you when you are needed. If you are only half an hour away, they can give you that notice when they need you.

As for "but they are contractors and so there hours don't have to be the traditional 9 to 5", "If they need people at home to do there work, then work at times when the people are normally home.".... I disagree with this mentality, if YOU wish to have a service connected then YOU should make time for the service technician during their hours of work, not when your timetable allows. If this means you book a Saturday appointment a few weeks out, or have family or friends close at hand or heavens forbid....take the day off, then that should be what needs to be done to get YOUR service connected. Why should the "polite, well dressed who do a professional job and all that" have a contract that that has them working 8-4:30, work outside those hours, miss out on family time or a life, to give YOU a service YOU want?

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naggyman

697 posts

Ultimate Geek

#976858 29-Jan-2014 18:58

matt45:
In future most of the LFCs are looking to move to a split install model in which all the external work is agreed upon with the customer, that is all completed and then a specific time is scheduled with the user to be home to complete the internals (which can take anywhere form 30mins to a couple of hours).

And that is what happened with my UFB install. They arrived a few days early and did all of the externals without us having to be home. This meant that the internal install time was significantly reduced.

Morgan French-Stagg

morgan.french.net.nz

hellonearthisman

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#976864 29-Jan-2014 19:33

May people do work outside the 9-5 hours. It could be 3 evenings a week and on those three days they may not start until 10, so could get to have extra time for the family in the mornings. The Saturday install option also shows that these contractors are OK with giving up that time. I am sure that a contact could be designed to make the best out of the 40 hour week on offer. Plus it would only really happen during the months that daylight savings is on.

A flexible option that would suit hard working people who don't have the time to take a day off to get the internet connected.
That's it, I will stop defending my point as I have made it very simple and clear. You can hate it if you like,
it's a free country.

timmmay

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#976897 29-Jan-2014 21:05

Ok, more than 20 minutes, but all day is a bit much. They're obviously professionals, they guys here have done a tidy job and were friendly and helpful. They did completely take over my the only duct I have in the house, against my instructions, so I've had to change their installation. I don't really expect weekend and evening work, no skilled worker wants that.

I'm not having anyone else here while the work is done. No-one is available and I don't trust anyone in this area.

If they could accept me offer of a two hour window at the end of just about any business day that'd be fine, but they need me all day, so April it is unless some flexibility is found.

InstallerUFB

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Ultimate Geek

#976977 29-Jan-2014 23:40

timmmay: 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.

I would suspect that the SNAP CSR didnt know that the internals have already been done so they would be just following procedure as far as normal requirements - The requirement for someone to be home (from Chorus) is to insure that the install is being done as the end user wants it and if anything has to be changed during the install then the installer can verify with the end user there and then and not have to make another visit etc to confirm changes - its also a protection for both partys for any hint of inappropriate behavure or issues of damage etc.

A normal install takes between 4 to 8hrs to install. In the Manuwatu the installs are generaly completed by 4 seperate teams - Single person Scope visit (to check requirements for install and complete permission document), Civils Team(new or replacement Conduit installs if required), Pre-install Team (gets the fibre to the outside of the house - runs in Microducting /Blows fibre or fix fibre install) and the last to do the internals and commissoning of the service. Only the first & last teams would generaly need to have someone home.

In your case - If the internals have been done and you have already signed the install permision forms etc then the external connection can go ahead at anytime - they only need generaly about 20-40 mins access to the ONT and RGW to confirm operation etc - It is quite common for the installers to arrange access directly with the end user to do this when they are available. I would call snap back and see if you can push the job forward and ask to be contacted directly by the installers to make arrangements for access.

timmmay

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#977001 30-Jan-2014 07:17

Snap know the internal install has been done, I told them when they called me yesterday. There were there for many hours for the initial install. My impression of what's left to do is get the fibre across the road to my place, connect to the external termination box already in place using the fixings they've already attached to the house, and test. They only need access for an hour to test everything, everything else is outside. The installers were great, they'd have had it all done in a day if they'd had permission to climb the pole.

I thought it was fairly reasonable to say "given all the work is outside, how about you schedule the testing part of the install for 4pm as I can easily get home then most days".

Again this isn't an issue caused by Snap, it's Chorus, though hopefully Snap can get them to see sense.

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