Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




162 posts

Master Geek


#195746 2-May-2016 14:51
Send private message

Hey guys...I decided to write a little (horror) story about the problems iv been having getting fibre installed...Its now up to 4 months and ongoing...

 

My property is one side/half of a two unit building. Its single story and is about 15 meters from the foot path.

 

 

 

It all starts back in January when I checked online and saw Fibre was now available at my address.

 

Wohoo, I thought. I was currently an Orcon customer so I gave them a call to upgrade / switch plan to fibre. They took all my details etc again; I got sent a modem and some emails with info re my first date with the techs. The email gave a date and said to be sure your home all day, and have your modem ready etc for when the tech calls. OK cool I thought. So I took a day off work and sat around waiting for a phone call.

 

I never got a phone call. So I give Orcon a call to check what the problem was. We then discovered that they had never updated my phone number when I changed plan so the tech had been trying to call the wrong number...

 

Ok, well that sucks, but hey, this is the internet in NZ after all...you don't expect it to just go smoothly!!

 

So with Orcon (again) informed of my new phone number my date with the tech was pushed out another week or so.

 

 

 

This time I wait for the tech to call on the day and rush home from work to see them.

 

They then come back another day and install a fibre line through the existing underground pipe to the neighbour’s side of the building. (Who does not want internet)

 

A week or so later the techs are scheduled to come again. The techs come and ask the neighbour if they can access her roof space to run the fibre from the box they installed on her side over to us. She will not give access to the inside of her house but anything outside is fine. They can dig the garden, cut the concrete, run it along the outside. Whatever anything but go inside her house. Stale mate. Ok.

 

 

 

Time passes and I follow up with Orcon about what is happening and through a series of Chinese whispers, try to tell the story of how the fibre box had been installed on the side of the neighbours house, who would not give access to her roof space and that anything outside her house to get it to us is fine. I’m then told Chorus will not cover any more work at the property!?!??? wtf  To make things even more fun the neighbour called spark who told her "yes they (us) could get fibre no problem, and would not need to access her house in order for them (us) to have it!"  Further cementing the no access to her roof space...UGH!!!

 

(I thought chorus was supposed to cover the cost of one installation, up to 200m from the road, that if down a right-of-way all parties must be able to access it). This obviously did not happen here and they took the quickest, easiest possible route and put it where no party, other than the lady who does not want internet can access it!!???

 

 

 

Luckily I found a contact directly at Chorus who I was able to properly explain the situation to. After my contact got her head around what had happened another Tech was dispatched to look at how they could run the fibre to us. They decided they would need to dig a trench across the garden, cut the drive way and a path so they could run it to us and a consent was required. Ok no problem. I get the consent signed and sent back.

 

I then go back to the end of the month long waiting list to get connected to fibre.

 

The day the tech is supposed to come. I get an email from Orcon saying my connection is complete (18/4/16) and I can now connect to the internet! That's odd I think as the tech hadn't been yet...I hung in there and the tech called later in the afternoon, visited the property, dug the trench, cut the driveway, installed the box inside etc and tells me it should be good to go. I see flashing lights on the modem and the fibre box and assume it’s good to go.

 

I was not staying at the property due to some renovating so had not actually tested it until this weekend. I go to test it this weekend. No go. Does not do anything. No "internet" light on the modem.

 

Called up on Saturday and was told they could not fix it from their end and would need to send a tech. I was told a tech would be coming on Monday.

 

 

 

That brings me to today....im still waiting for the phone call from a tech.

 

 

 

This is the worst, most disjointed process I have ever been through. I’m a patient person. Very patient even as I have not been staying at the property until now, but this is just stupid.

 

It’s now almost 3pm and no one has called. I would not be at all surprised if they have my wrong phone number again...even though I called them today to confirm my correct phone number!!! Its looking like there is little chance ill have internet today...so close yet so far!!???

 

 

 

I started the process back on 25/1/2016 

 

 

 

One thing I want to say is that the person I’ve been dealing with at Chorus has been awesome!!! I can’t thank them enough. Without them I would be stuck at the "they won’t cover any more work at your property" stage, after their stupid screw up.

 

 

 

This is frustrating....very frustrating!!

 

 

 

If anyone reading this can help in any way...please just let me know what you need! This is beyond a joke.

 

 


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2


162 posts

Master Geek


  #1545420 2-May-2016 15:43
Send private message

My girlfriend just followed up with Orcon who now told her that they cant see that any tech has been organised!!???

 

This is after I spoke to them twice already today!!

 

Seriously Orcon, you suck. You are rubbish, Your people are rubbish. Im very very close to signing up with someone else. After all the work is 99% done, im sure pretty much anyone else could get me connected!!


3344 posts

Uber Geek

Trusted
Vocus

  #1545421 2-May-2016 15:50
Send private message

Hi,

 

Sorry to read that your experience to date has been somewhat less than ideal.

 

If you would like to PM me with some details (account number is the easiest) then I will follow this up for you.  Hopefully I can get you some answers - and resolution.

 

Thanks and Regards

 

Dan


 
 
 
 




162 posts

Master Geek


  #1545424 2-May-2016 16:00
Send private message

ubergeeknz:

 

Hi,

 

Sorry to read that your experience to date has been somewhat less than ideal.

 

If you would like to PM me with some details (account number is the easiest) then I will follow this up for you.  Hopefully I can get you some answers - and resolution.

 

Thanks and Regards

 

Dan

 

 

 

 

Pm sent, thank you for looking into this!
Your like a ray of light in a very dark, long tunnel!


29114 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  #1545545 2-May-2016 19:26
Send private message

powerforce:

 

Seriously Orcon, you suck. You are rubbish, Your people are rubbish. Im very very close to signing up with someone else. After all the work is 99% done, im sure pretty much anyone else could get me connected!!

 

 

Changing RSP now would be the worst thing you could do if you want a connection. You'd right right back to the start if the current job was terminated before being finished.

 

 




162 posts

Master Geek


  #1545559 2-May-2016 19:48
Send private message

Good news, we have results!

 

Im posting this from my working fibre connection!

 

Not sure which one did it between this thread and the girlfriend posting a rant on facebook, tech probably got incoming feedback from both. But we have results.

 

 

 

Thanks to all who helped out with this! Seriously your help is so appreciated after months of trouble. Keep up the good work. You have made my month.


5 posts

Wannabe Geek


  #1545590 2-May-2016 20:54
Send private message

At least part of your gripe is with Chorus. They install the fibre and I've heard some horror stories of their ineptitude. Everything is contracted out and a contractor is not allowed to deviate 1 nanometre from his proscribed action plan. Like an overhead fibre cable is taken out by an errant campervan, so call the ISP....Chorus oik arrives with plan to test that the house connection is working. He tests the wiring within the house...all OK...but the problem is the broken cable out there...sorry but my plan makes no mention of that, bye! So call the ISP and set up another service call. Not a very organised organisation for sure!


16202 posts

Uber Geek

Trusted
Subscriber

  #1545602 2-May-2016 21:13
Send private message

That actually sounds like a fairly standard fiber install.


 
 
 
 


458 posts

Ultimate Geek

Trusted

  #1545799 3-May-2016 09:39
Send private message

timmmay:

 

That actually sounds like a fairly standard fiber install.

 

 

I waited 8 months for the install to be done.
I have a friend waiting 7 months now and with Vodafone they have cut their existing copper off twice before the fiber installed.

However I expect this sort of thing, as time goes on processes are improved but right now every man and his dog want fiber and it causes a little strain on resources.





---------------------------------------------------------------
Nebukadnessar




162 posts

Master Geek


  #1545907 3-May-2016 11:34
Send private message

I know there is a bit of a process involved and im fine with that. I know chorus is equally to blame in this whole thing.

 

Well no one is really to blame, its the process, the chinese whispers between the end user, their ISP and the tech network that make things so difficult.

 

Really the time this took is not my main gripe. My main gripe is that in order to get this sorted, I needed to fight for it. Myself.

 

I was told by my ISP that chorus would not cover any more work at the property after they put the box on the neighbours side of the building.

 

If I had not gone in batting for myself, directly with chorus, I would have been stuck with what my ISP told me "chorus would not cover any more work at the property, you need to get consent from your neighbour to go in her roof or the order will be closed". end of story.

 

There is no way the neighbour was letting anyone inside her house so that we could have internet (shes a weird hoarder lady), especially after she called spark who told her "yeah we could get fibre no problem and dont need to go inside your house!"

 

The problem is I needed to get it done myself, my ISP was not fighting for me and I dont think is even in a position to be able to accuratly explain the situation to anyone who can help, due to the whole chinese whisper process.

 

 

 

Iv been with orcon for many years now and i will stay with orcon. Thats just my story.

 

 


6006 posts

Uber Geek

Trusted
DR
Lifetime subscriber

  #1545978 3-May-2016 13:00
Send private message

powerforce:

 

Good news, we have results!

 

Im posting this from my working fibre connection!

 

<snip>

 

 

I am confused.  tongue-out

 

Just how did this miracle occur in one day?

 

In your original post you implied that your neighbour had a physical connection to fibre, but that you did not.





Sideface


2207 posts

Uber Geek

Subscriber

  #1546098 3-May-2016 15:16
Send private message

They don't call Dan the wonder man for nothing!

One of the huge benefits of being on geekzone is having access to great people like Dan. I have been helped several times over the years.

My fibre went on in Aug 2012 so the process was in its infancy and I remember writing about the lack of ownership then. Not much has changed, obviously.

There are still just too many cracks to fall between, but it is undobtably true that for all the bad experiences, there
are many more where things went OK.

OP, enjoy your new fibre connection!



162 posts

Master Geek


  #1546105 3-May-2016 15:27
Send private message

Sideface:

 

powerforce:

 

Good news, we have results!

 

Im posting this from my working fibre connection!

 

<snip>

 

 

I am confused.  tongue-out

 

Just how did this miracle occur in one day?

 

In your original post you implied that your neighbour had a physical connection to fibre, but that you did not.

 

 

 

 

Ok so, they have now installed two fibre boxes or "entry points" to the property in total. This is the series of events (with between a week and a couple of months between events)

 

 

 

First tech visit, they came and did the "outside" work, and installed the (the first) fibre box to the outside of the neighbours house. They did this beacuse there was already a pipe that ran from the plastic thing on the side of the road to the neighbours side of the house. Easy job for the tech I guess..???

 

 

 

Second tech visit. Tech shows up to complete the "inside"  parts of the wiring/install and tells me that he will need to access the neighbours roof space in order to run it from the entry point they just installed on her side over to us. No go. Neighbour will not allow access to the inside of her house. During the consent period, we/she had previously been informed no one would need to access the inside of her house and all work would be external. 

 

 

 

The Tech fully understands the predicament im in (as he also tried to ask the neighbour if he could quickly do his work and be done with it. but no go). Tech goes away and tells me he cant do anything more now and someone will contact me.

 

 

 

Couple of weeks / a month goes by and I finally get a call from Orcon telling me that the order will be cancelled unless the neighbour will allow access to her roof. I try to explain the situation and am told that chorus will not cover any more work at the property and that's that. Now im like wtf do I do now. I attempt to talk to the neighbour and explain the technical details of why the tech needs to access the inside of her property. She calls spark for confirmation that infact no one needs to enter her property for us to get fibre. ugh Stale Mate.

 

 

 

At this point I was stuck with any help from the ISP, so had no choice but to start dealing directly with a contact I had at chorus. I happened to have this persons email and reached out for help..luckily they were in a position to help. After some back and fourth, diagrams, google earth aerial shots of the property, and a couple of weeks, a manager was sent to the property to look at alternate ways they can run fibre to us. A plan is devised which includes digging a trench, cutting the drive way and running a fresh entry point into our side of the building.

 

I get the consent form signed in short order. so back to the end of the que I go. 

 

 

 

Jump to the 18/4/16 and I magically get an email saying "your fibre connection is complete and ready to use!" Umm no its not I think. The tech was scheduled for that day though so I thought it odd, but just hung in there and figured the email was just slightly premature. Tech showed up that day and completed the work outside to run a new entry point onto our side of the building. 

 

Next day tech shows up to complete the inside wiring / mount the interior optical box thing inside the house. Tech finishes his work. I see the lights are flashing away on the optical box and the modem. Finally! Success I think!

 

 

 

Feeling happy and finally victorious after the long struggle I retire and turn my mind to other matters. We had not been staying at the property through most of this period so I really not been to fussed with the delay. It had  been difficult to get anyone to do the work. But the time was not the issue.

 

 

 

 

 

Come this Saturday and we move back to the premisis. See all those lovely flashing lights and try to connect to the internet. No go. We call tech, get the run-around (as you do) and am told that they cant fix it and they will need to send a tech. But they cant do that till Monday.

 

 

 

Bummer. Ok it is what it is. 

 

Afternoon comes and no call from the tech. I call them just to confirm there is a fault/job logged and that they had my correct contact phone number as we had previously had delays due to passing the incorrect contact phone number onto tech. They can see the ticket and my number is correct. Hang in there.

 

 

 

Ok, I hang in there some more and at 3pm or so the girlfriend called to follow up and is told they cant see that any tech or fault has been logged. ugh!

 

 

 

That brings us up-to-date to the time when I made this thread out of sheer frustration due to the continual problems and battles we had faced around this. As far as I was aware, nothing more had happened other then getting stuffed around a bit more.

 

 

 

I go home from work. No internet, no tech, no phone call.

 

Then 6:30pm or so comes and I get a phone call from a tech, this guy is onto it I think. He does not sound overseas. And he tells me he had figured it out! (it was something at their end, I don't know what, no one needed to come to our property)  Does that mean if someone who knew what they were doing had looked at it on the weekend it could have been fixed then? I don't know.

 

 

 

So, i believe, the right people heard about it from this thread / the helpful people who messaged me (thank you!). And with the right eyes finally on the issue, and so close to the end of the tunnel. We got results.

 

 

 

 edit; reading though it I think dont make it sound all that bad, but remember between any spec of progress were dozens of emails, phone calls, hours on hold and days/ weeks of wait time.

 

 

 

Oh, and with the bad feedback its only fair the good comes out as well. Orcon also credited my last bill (which I never requested) so that's a nice gesture. 

 

 




162 posts

Master Geek


  #1546774 4-May-2016 18:35
Send private message

Ok so we are back to no internet !!
Internet turned off , girlfriend put through a call to tech support who told her there was still an unresolved fault !! So I'm guessing whoever the magician who was actually able to fix something yesterday did not (or probably more likely was not able to) update the ticket as fixed !! So I would say someone has leasurly got to our ticket, and gone and undone the fix that was done last night ??



162 posts

Master Geek


  #1546969 5-May-2016 08:07
Send private message

still no internet. useless.


458 posts

Ultimate Geek

Trusted

  #1547068 5-May-2016 11:01
Send private message

powerforce:

 

still no internet. useless.

 

 

Give Dan a DM and i'll annoy him for you also...





---------------------------------------------------------------
Nebukadnessar


 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic




News »

Freeview On Demand app launches on Sony Android TVs
Posted 6-Aug-2020 13:35


UFB hits more than one million connections
Posted 6-Aug-2020 09:42


D-Link A/NZ extends COVR Wi-Fi EasyMesh System series with new three-pack
Posted 4-Aug-2020 15:01


New Zealand software Rfider tracks coffee from Colombia all the way to New Zealand businesses
Posted 3-Aug-2020 10:35


Logitech G launches Pro X Wireless gaming headset
Posted 3-Aug-2020 10:21


Sony Alpha 7S III provides supreme imaging performance
Posted 3-Aug-2020 10:11


Sony introduces first CFexpress Type A memory card
Posted 3-Aug-2020 10:05


Marsello acquires Goody consolidating online and in-store marketing position
Posted 30-Jul-2020 16:26


Fonterra first major customer for Microsoft's New Zealand datacentre
Posted 30-Jul-2020 08:07


Everything we learnt at the IBM Cloud Forum 2020
Posted 29-Jul-2020 14:45


Dropbox launches native HelloSign workflow and data residency in Australia
Posted 29-Jul-2020 12:48


Spark launches 5G in Palmerston North
Posted 29-Jul-2020 09:50


Lenovo brings speed and smarter features to new 5G mobile gaming phone
Posted 28-Jul-2020 22:00


Withings raises $60 million to enable bridge between patients and healthcare
Posted 28-Jul-2020 21:51


QNAP integrates Catalyst Cloud Object Storage into Hybrid Backup solution
Posted 28-Jul-2020 21:40



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.