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68 posts

Master Geek
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Topic # 189583 5-Jan-2016 12:31
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Hi,

I have been an Orcon customer for a long time now on DSL and want to get fibre UFB.

I tried online but the system is broken, as an existing customer it just takes you back to your account page and I cannot see how to request UFB.
I called the call centre (Phillipines) and was assured that someone from Sales would call me back on my mobile next day - this never happened.
I called the call centre again a few days later (eventually ended up talking to Sales in NZ I think) and was assured that this was now logged and I would shortly receive an email confirmation - this never happened.

Is my only realistic option going to be to select a new ISP in order to get UFB at my residence?

I am really surprised for what should be a simple request for what must be a common process these days to just result in a total lack of response or action from Orcon.

Does anyone have any suggestion on how to make this happen or should I just cut my losses and move on to a new ISP?

Thanks in advance fron any help.

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Mad Scientist
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  Reply # 1461581 5-Jan-2016 12:35
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I don't see why it's so hard. If your isp can't don't won't offer ufb go with someone else?

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Ultimate Geek
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  Reply # 1462401 6-Jan-2016 15:17
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Heard of contracts joker97?

I'd like fibre too... my problem is Chorus.  Their coverage map for my address says Dec 2015.
Then a bit further down the page it says some time in 2017.
All ISPs are cowboys.... and Chorus are holed up in the saloon !

 
 
 
 


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  Reply # 1462473 6-Jan-2016 16:20
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ADKM: Heard of contracts joker97?

I'd like fibre too... my problem is Chorus.  Their coverage map for my address says Dec 2015.
Then a bit further down the page it says some time in 2017.
All ISPs are cowboys.... and Chorus are holed up in the saloon !


Um - I think the OP is saying that UFB is available at his/her address and the Orcon system wont let him/her order it.
The Orcon system is broken and they dont seem to want to call him back.

If its not a contract issue I would suggest he tries someone else and leaves Orcon - which he is mentioning in his post.

PS The chorus map said UFB at my address in mid 2017 - but they just switched it on before Xmas.
Chorus and it's many contractors have a pretty big job in progress and the dates move around somewhat - I hope you get it sooner rather than later.




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  Reply # 1462479 6-Jan-2016 16:30
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We're getting UFB connected on 1 Feb, through Vodafone. Couldn't get their website ordering form to work (thanks voda!) so did it over the phone. The whole process should take about five weeks from beginning to end. 28 Dec - 1 Feb.

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  Reply # 1462483 6-Jan-2016 16:50
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ADKM: Heard of contracts joker97?

I'd like fibre too... my problem is Chorus.  Their coverage map for my address says Dec 2015.
Then a bit further down the page it says some time in 2017.
All ISPs are cowboys.... and Chorus are holed up in the saloon !


What contract



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Master Geek
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  Reply # 1462526 6-Jan-2016 18:03
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I am not under contract so am free to move ISP.

I called Orcon again today (again!) and this time was told the process to move to UFB is 'Active' and I should just wait.  The former assurance that I'd get an email confirmation was now changed to "because you are an existing customer we don't email you" - don't ask me why.

I hope this completes smoothly but I have my doubts that it will all happen OK.  Fingers crossed.

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  Reply # 1465062 7-Jan-2016 12:05
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Gwilson: 
I hope this completes smoothly but I have my doubts that it will all happen OK.  Fingers crossed.


Just be aware that throughout New Zealand the uptake of UFB is significantly huge and it may take a few months before the install has been completed, However once you get that phone call from Chorus + site Visit things move pretty fast. It took 8 months for my connection to be livened up, NOT the ISP fault saying that I do not blame Chorus for the Delays. 
Another friend is still waiting for UFB 4 months in counting. Saying all this, I know we aren't making cheese here but like Main Land Cheese "Good things take time" and is worth the wait.




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  Reply # 1465082 7-Jan-2016 12:34
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If you are going to change ISP, I'd advise against changing to UFB at the same time, because the delay in providing UFB may leave you connectionless for an indefinite period (as happened to me).
Best way is to change ISP with your existing connection type, then upgrade to UFB



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  Reply # 1467829 11-Jan-2016 17:55
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UPDATE:  Consents are done (shared drive with one neighbour) so now the waiting game begins.

It's funny having to go through the consent process when we already have ducting in place underground that means installation is non-invasive in any case.

Oh well, at least things are moving now...

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  Reply # 1467837 11-Jan-2016 18:13
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I'm on my 3rd month of waiting with multiple visits done and multiple date changes. Shared driveway situations can normally take quite a while so be prepared to wait a bit further.

In my case Chorus "thought" it was a shared driveway despite my landlord telling them he owns all the houses down the driveway but still proceeded to stuff up my order.




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  Reply # 1467840 11-Jan-2016 18:20
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Gwilson: UPDATE:  Consents are done (shared drive with one neighbour) so now the waiting game begins.

It's funny having to go through the consent process when we already have ducting in place underground that means installation is non-invasive in any case.

Oh well, at least things are moving now...


its not just about the ducting its about access to the property, they may have to cross shared land

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Ultimate Geek
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  Reply # 1468308 12-Jan-2016 11:08
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Gwilson: UPDATE:  Consents are done (shared drive with one neighbour) so now the waiting game begins.

It's funny having to go through the consent process when we already have ducting in place underground that means installation is non-invasive in any case.

Oh well, at least things are moving now...


The reason they do this is to provide assurance in the unlikely case that the existing duct is blocked or otherwise cannot be used - it allows them to dig up the driveway if required on the same site visit to provide an instant fix without any delay to your installation. The consent also covers future access to the property in perpetuity for network maintenance and upgrades.




The views expressed by me are not necessarily those of my employer Spark NZ Ltd

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