Fibre Connection Date was 9/02/16 No-one showed, no-one has an answer

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DeazeNZ

6 posts

Wannabe Geek

#191618 10-Feb-2016 17:51

I started the process in December to get Fibre installed, got all the consents sorted and so on.

1st Issue :

Scoping, they guy showed up earlier than the allotted time, did what ever he was doing, and then left a slip of paper with my flat mate with unintelligible gibberish written on it, and mumbled something about the 9th of February.

Shortly after i receive 2 Emails and a Text saying that my Fibre install will be rapidly approaching on the 9th February. All good. Be home all day, some one will be there/contact after 9AM, yadayada.

2nd Issue :

2nd February, guys come out to lay the conduit (red plastic hose/tube), dig 3 holes in my drive, dig up neighbors patch of grass, and manage to bust my water mains early/mid morning.

Water wasnt back on till nearly 10pm.

9th February, i still have 3 half filled in holes in my drive, neighbors grass is still tore up, and there is a pile a asphalt at the end of the drive way.

Neighbor was assured they would be back to fix the grass, and i assumed the driveway.

3rd Issue :

9th February, taken the day off work, no-one shows up all day. No calls, no texts, no email.

Call Orcon to find out whats going on. On hold for 1-1/2 hrs waiting to be connected, finally give in and request a call back.

Still in a curious mood, i call again, this time get an answer. " Looks like your connection date is today, we're not sure why no-one showed up. Will lodge a request with your local Fibre install company (UFF) and see whats going on"

10th February, take another day off work, Receive a call back at 8:15am, gives me the same answer as previous call, and says someone will be in contact from UFF.

Dont hear anything from anyone all day. Just called again, and am told that it can take upto 48hrs to get a reply from UFF....

Really, thats the best you can do?
Every time i seem to have a problem with Orcon, it's about a connection, otherwise 99.99% of the time my internet is flawless.

Gwilson

128 posts

Master Geek

#1489902 10-Feb-2016 18:33

That's terrible. I really cannot understand why this is so broken. Scratch that, thinking about it more it's broken because it's an ownerless process. Your ISP, Orcon in this case, claim they have no control. Chorus are untouchable, they will not engage with retail customers like yourself and seem to have the same attitude to ISPs.

What really bugs me is everyone just seems to accept that this is normal and OK. Classic commercial situation where there is a lack of competition - you just have to suck up the diabolical customer service. They are probably under-resourced as well, the guys that turn up to do the job (when they do) are probably doing their best.

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quentinreade

347 posts

Ultimate Geek

Trusted

2degrees

#1489918 10-Feb-2016 19:32

Hi OP,

Sorry to hear that - sounds far from great. Can you please message me some details and we can have a look.

Cheers! Quentin

Comms chap

2degrees

DeazeNZ

6 posts

Wannabe Geek

#1490347 11-Feb-2016 13:29

Updating this as it goes on.

Just received a call from Orcon. The chap i spoke to said he'd talked to UFF.

They told him they had just updated the status of the Job. Some kind of Networking problem.

There is something wrong with the Cabling between the Exchange and my House.

UFF have said that it'll be 10 Working Days to sort out.

I also inquired about the shoddy work on the driveway, and he said he'd get UFF to look into that also, as they likely contracted out the job to another company.

robcreid

243 posts

Master Geek

#1490405 11-Feb-2016 14:19

Gwilson:

That's terrible. I really cannot understand why this is so broken. Scratch that, thinking about it more it's broken because it's an ownerless process. Your ISP, Orcon in this case, claim they have no control. Chorus are untouchable, they will not engage with retail customers like yourself and seem to have the same attitude to ISPs.

You can't blame Chorus for this one. The local Fibre company is UFF.

DeazeNZ

6 posts

Wannabe Geek

#1491144 12-Feb-2016 14:17

It appears as thought someone has come out to my house again today.

The pile of asphalt has been removed, but the Driveway and grass patch are still in bad shape. Also there is now a stake driven into the grass at the end of my driveway where the asphalt used to be..

They also appear to have connected (clipped on with hose connectors) a new piece of conduit on the exposed end at the house.

DeazeNZ

6 posts

Wannabe Geek

#1493948 17-Feb-2016 12:59

Recieved a call yesterday from UFF (16/02) advising me that i needed to book a nee time for installation.

All booked out this week. Earliest booking was 1:30pm Tuesday 23rd.

Looks like im all sorted now, apart from the driveway is still a bloody mess.

tripper1000

1600 posts

Uber Geek

#1502539 2-Mar-2016 01:29

Sorry to hear it has gone so bad. I though mine was amateur, but yours takes the cake.

I had multiple no-shows, (3 out of 5 appointments) including the design meeting/survey. My flatmate missed several days of work because of it. Came home to find the installers had run the conduit to the only wall in the house where neither ceiling nor under-floor cavities could be accessed. Polynesian installer barely spoke English and had an unprofessional manor.

I rang Orcon who put me in contact with the contracting company. They wanted to run the fiber stapled to the wall through several different rooms in the house. Told them that if they didn't re-route through the under-floor cavity I'd cancel the install. They ran a conduit 20ft around the out side of the house to achieve this, which was the only option apart from relaying the fiber. They did a pretty rough job of the conduit as well.

Orcon was fine through out - the contractors were telling Orcon fibs as well, saying that the job was finished when it wasn't and that they'd visited when they had not.

The stupid thing is that the main fiber feed down the road stopped 30 feet short of my little grey mushroom which had a conduit carrying the copper into my basement. If they had have thrusted another 30 feet, they would have saved them selves a lot of time and possibly money. Possibly there is some rule precluding the mixing of copper and fiber - ?

DeazeNZ

6 posts

Wannabe Geek

#1504789 2-Mar-2016 11:59

Final update. Fibre was indeed installed on the 23rd.
Wasnt able to use it until nearly 16hrs later..... But it is going now, and speeds are above what i was expecting.

As for driveway, recieved a call 29/02 that they would be out within a week to re-asphalt the holes and re-sow the neighbours lawn. Will see how that goes though.