Moved house - Chorus and Slingshot shenanigans

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Frankiej45

21 posts

Geek

#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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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.

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!