2degrees relutant to order fibre after move

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sbaird

81 posts

Master Geek

#189164 18-Dec-2015 21:55

Have had VDSL for the past 4 years.
Moved to a new house that should be able to get fibre.
When I let 2 deg know I was moving they put in a order for ADSL, When I asked why only ADSL was told VDSL was not available at the new address and to order fibre on-line once the ADSL was connected.
ADSL took 2 weeks to connect (Chorus had to come replace the cable in from the street) and is only connecting at 725 kbit/s.
Cant order it on the 2deg website as it just comes up with a message saying "Your previous Change Plan request is still pending."
when I messaged 2deg was told "I can see your change to unlimited ADSL is due to complete on 27/12/15, once this has completed you can process the fibre request."

So its going to take almost a month just to order fibre......
Would like to get the order in ASAP as I know it can take some time to connect. Any suggestions would be great!

richms

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#1453274 18-Dec-2015 22:40

So they ordered ADSL with the plan to cancel it when the fiber is live? Insane.

Richard rich.ms

firefuze

510 posts

Ultimate Geek

#1453276 18-Dec-2015 22:51

richms: So they ordered ADSL with the plan to cancel it when the fiber is live? Insane.

Pretty standard to do this, otherwise customer would be at new address waiting months for Fibre and no internet connection

Lorenceo

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#1453298 19-Dec-2015 01:09

firefuze:
richms: So they ordered ADSL with the plan to cancel it when the fiber is live? Insane.
Pretty standard to do this, otherwise customer would be at new address waiting months for Fibre and no internet connection

This. As nice as it would be for UFB to be installed on the day you move into your new address, unless the ONT already exists this is highly unlikely to be the case. It takes quite a long time to get an ONT installed. Even more so if it's a shared driveway. If it's an apartment building, etc it's even worse (a 6 month wait isn't uncommon).

michaelmurfy

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#1453308 19-Dec-2015 01:51

I am in the same situation right now.

- Moved into house, got ADSL connected (sync speeds of 15.5mbit down, 1mbit up so not bad, however not great coming from 200/200mbit UFB).
- Called up 2degrees, ordered UFB.
- (2 months later) still waiting on UFB - if I didn't have ADSL I would have been a little screwed.

Their billing system mucked up a bit and continued to think I was on 200/200mbit UFB (and billed me for it) for quite a while. There shouldn't be an issue with ordering UFB at the address so this part does seem a little strange since a plan change on ADSL is only on their internal systems (happens on your bill anniversary) and is not via the Chorus systems so something is a little fishy here.

Calling @2degreesCare over...

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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deadlyllama

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#1453352 19-Dec-2015 09:19

Lorenceo: As nice as it would be for UFB to be installed on the day you move into your new address, unless the ONT already exists this is highly unlikely to be the case. It takes quite a long time to get an ONT installed. Even more so if it's a shared driveway. If it's an apartment building, etc it's even worse (a 6 month wait isn't uncommon).

If you're buying a house, and the install is simple, it's achievable.

I managed it back in 2013, but I did place the order 3 months before settlement (a Friday). Install was on the Monday after settlement, overhead line so dead easy. Whanganui is a UFF area, so no Chorus.

If you give the ISP enough notice, and the install is a simple one, it's not impossible to get UFB when you move in. My old manager negotiated access prior to settlement so that fibre was installed before they moved in.

DarkShadow

1647 posts

Uber Geek

#1453371 19-Dec-2015 09:30

You need to scope before the install though, and the scope has to be at least 3 days before the install. So unless you have access to the property before you move in, you can't have fibre when you move in.

sbaird

81 posts

Master Geek

#1453404 19-Dec-2015 10:25

Down a shared drive but the poll is just outside the house and its all overhead so hopefully should be easy once its ordered.

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timmmay

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#1453414 19-Dec-2015 10:57

Took 8 months to get fiber connected here, putting ADSL in first is probably a good plan.

2degreesCare

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2degrees

#1454336 21-Dec-2015 10:59

Hey Everyone,

Given the time of year and the nature of UFB installations, there are some longer than usual wait times for UFB installs in quite a few areas of the country at the moment.

Our focus is on getting customers up and running as soon as possible, so in situations such as this one where there is a shared driveway and likely Right of Way consenting required, it is definitely worth getting an interim DSL connection in so you have at least some service while you are waiting for the UFB installation to be completed.

@sbaird, feel free to message us your account details, and we can check to make sure all orders have been placed and underway for you.

Thanks

Ralph ^JOB

michaelmurfy

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#1454343 21-Dec-2015 11:03

Well, I have a new date. Only changed 4x now :)