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6 posts

Wannabe Geek
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Topic # 192238 2-Mar-2016 17:09
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Moved house in January so I signed up for a connection with Orcon on December 1st in case it will take more than a week or 2 to get internet sorted and couldn't believe that its still going on after 3 months!

 

 

 

We got the router within a week of the order and got an email telling us that someone will come and make sure the connecting will go as planned. 

 

 

 

A week before Christmas, the "Scope guy" came in and saw a public footpath between our telecom cable and the telecom box, he claimed that there should be a cable running on our side of the footpath since the cable runs alongside the road. They said that will dig it out and connect our internet from there next week (before Christmas).

 

 

 

"Scope guy" never showed up before or after Christmas but since the connect date we set up was in mid January, we didn't pay too much attention.

 

 

 

Mid January. On the installation date, a few guys came with a router and said that they need a civil team to cut open the foot path. After telling them what the "scope guy" said, their reply is that there would NOT be a connection point on our side of the yard. We waited for a few hours for a civil team to come alone just to tell us that they will need a consent in order to cut the concrete. Everybody left and internet wasn't installed.

 

 

 

A week later. Thinking that a consent is on the way, I asked Orcon to set up ADSL while we are waiting for the consent. The ADSL order was in priority with 1 week wait.

 

 

 

A week later, ADSL installer came and said that he needs to get to the SAME connect point so the civil work needs to be done, and also said that there would NOT be a connection point on our side of the yard. I made a call to orcon the next day and asked for what happened, the respond was that ADSL connections are not supported in the area which is a lie because my neighbors uses ADSL!

 

 

 

Since then I have called twice or more every week to confirm with Orcon staff that there are NO updates and nobody knows whats going on and what is being done because they are "Not technicians".

 

 

 

Mid February. Someone from Chorus called at 8am asking if someone will be home at 9am. We found someone who's off work to go to our home waiting from 9am to 2pm for the guy to show up just wanting to know where the telecommunication cable is. In the evening I arrived home and checked what kind of work they had done but to find that no a single grain of soil had been touched.

 

 

 

The following week I called Orcon as always to ask what had been done during the visit, the report said that the Chorus had confirmed that THERE ISN'T A CONNECTION POINT ON OUR SIDE OF THE YARD.

 

 

 

I'm starting to think that no consents what so ever are actually in progress after all this time and we're never getting our internet connected. I really don't care what kind of connection we get anymore. I'm sick of hearing about how I can get a "call back" by pressing the star key (which doesn't even work), apologies from staff and "there should be something next week". I need hear that something is being done.


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26933 posts

Uber Geek
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  Reply # 1505098 2-Mar-2016 17:49
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So you clearly have no copper services or a phoneline ever connected to the house?

 

 

 

 


265 posts

Ultimate Geek
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Orcon

  Reply # 1505317 3-Mar-2016 08:04
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Hi there,

 

My apologies for any inconvenience here, I know how frustrating the UFB install process can be.

 

In reality there isn't much in your post that we have control over - our role is that we pass on information between the Local Fibre Company (LFC) and you, and vice versa, and that's about it.

 

I'm more than happy to take a look at your account but I can't promise I'll be able to give any additional insights other than what you've been told previously.

 

Cheers,

 

Cam




6 posts

Wannabe Geek
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  Reply # 1505340 3-Mar-2016 09:00
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I have no idea whether copper wire and the wiring used for fiber is the same thing but we have one unconnected black wire hanging on our front yard. There's definitely no copper wires connected to a telecom box since its a new home. We called the house electrician and he said his job is to extend the cables to the front of the yard. The connection itself is the internet/phone providers job.

 

 

 

The thing that annoyed me the most was that the "scope guy" came before we did the landscaping and claimed that everything was under control. We could've easily got the landscapers to get the cable to the other side of the footpath.

 

 

 

Thanks for your reply Cam. I'll try to get in contact with you. I know its mainly not Orcon's fault and that's why I'm still waiting after all this time.


Banana?
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  Reply # 1505344 3-Mar-2016 09:11
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bameron:

 

Hi there,

 

My apologies for any inconvenience here, I know how frustrating the UFB install process can be.

 

In reality there isn't much in your post that we have control over - our role is that we pass on information between the Local Fibre Company (LFC) and you, and vice versa, and that's about it.

 

I'm more than happy to take a look at your account but I can't promise I'll be able to give any additional insights other than what you've been told previously.

 

Cheers,

 

Cam

 

 

I know this is not Orcon's doing, but from an end customer's point-of-view, it is. We (as customers) cannot directly communicate with the LFC, our ISP must do this. Therefore, it is very frustrating when a customer calls their ISP (which is what we are supposed to do) and the person answering the call says they can't do anything 'because they are not technicians'. ISPs must realise that there are lots of potential potholes in a UFB connection and have processes to get through them. In this case it appears this job has fallen into one of those potholes and can't get out.




6 posts

Wannabe Geek
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  Reply # 1505376 3-Mar-2016 09:39
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I agree with you trig42. That's why I stated that I know its "mainly" not Orcon's fault. They could probably do something to speed up the process but they aren't, but then I also know that the bigger problem comes from the monopolized company that subcontracts underqualified technicians to try and get their jobs done. I know because the last group that tried to get fiber put into my workplace got fired because they didn't do it right and damaged the building.




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Wannabe Geek
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  Reply # 1513485 15-Mar-2016 08:51
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Another 2 weeks gone.

 

Since nothing had happen, we got a professional to draw the wire through the concrete so it reaches the telecom box. A few hours later, the work was completed. The following day I had called Orcon again about the update. The reply was that there is another problem with the installation which requires work on the street involving blocking the road etc and it is unknown when it'll be completed.

 

 

 

After another progress-less week (I think there had been some cones being put up at the neighbors), I had called again to see if they could give the adsl another go. After about half an hr on conversation whether my address is incapable of getting adsl or not, they decided to make another adsl order. This time they did not specify whether it is on priority or not. The staff did say that it may take from 10 days to 3 months.

 

 

 

Btw Cam I called Orcon and left you a message with my number 2 weeks ago. Maybe there is something wrong with the system. I'll try reach you again next time I call.


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Uber Geek
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  Reply # 1513507 15-Mar-2016 09:30
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Try your address in the Skinny broadband checker... at least you'll be online in the interim?

 

https://www.skinny.co.nz/broadband/

 

 

 

$200 signup, but 30 day return policy if the signal isn't sufficiently good.

 

$55/60gb and its over a mobile connection so LITERALLY plug into the wall and join the wifi and you're online. depending on signal strength anywhere from 15mbs to 40 mbs easily possible. if you need more data, its $20/10gb or "reset" your monthly and get the main $55/60gb block again. simple and easy and next day service!


2484 posts

Uber Geek
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  Reply # 1514118 16-Mar-2016 07:17
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PhantomNVD:

 

Try your address in the Skinny broadband checker... at least you'll be online in the interim?

 

https://www.skinny.co.nz/broadband/

 

 

 

$200 signup, but 30 day return policy if the signal isn't sufficiently good.

 

$55/60gb and its over a mobile connection so LITERALLY plug into the wall and join the wifi and you're online. depending on signal strength anywhere from 15mbs to 40 mbs easily possible. if you need more data, its $20/10gb or "reset" your monthly and get the main $55/60gb block again. simple and easy and next day service!

 

 

Correction = $149 with first month free, should get you up and running while you wait.


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  Reply # 1514135 16-Mar-2016 08:12
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bameron:

 

Hi there,

 

My apologies for any inconvenience here, I know how frustrating the UFB install process can be.

 

In reality there isn't much in your post that we have control over - our role is that we pass on information between the Local Fibre Company (LFC) and you, and vice versa, and that's about it.

 

I'm more than happy to take a look at your account but I can't promise I'll be able to give any additional insights other than what you've been told previously.

 

Cheers,

 

Cam

 

 

That's the nice thing about having several different groups involved in an install: everyone gets to blame everyone else and no one is responsible and the service doesn't get delivered. But the most important requirement of all has been satisfied - avoiding responsibility. 

 

Thinking about how much time has been wasted here by all concerned it is clear this is a very INefficient delivery model.....but bean counters everywhere see it as efficient because each of them see only a small part of the huge waste. 

 

I've been watching these "outsourced" clusterph**ks for years....and the victim is the customer....who has no control whatever over anything, but seems to be required (defacto) to act as the project manager for their own install because no one else will step up and own it....least of all the retailer (in this case, Orcon).

 

This won't be Orcon's fault (beyond failing to own the process). It's the fail of the funder / provider / outsouced / contractor model that everyone imagines to be efficient, but clearly _CLEARLY_ is horrendously inefficient because people have turned up at this guy's place several times and achieved exactly zero.

 

Chorus owns the task of getting the consent from the relevant Council.  But the end user can't talk to Chorus easily....and no one else appears to. In  this case we have a retailer who seems unaware their wholesaler needs to be micro-managed. How they could fail to know that is beyond me, but they appear to have no idea...or this stuff wouldn't happen. Intelligence would instead be a key part of the process. It clearly isn't. 

 

I've been down this road myself more than once. It's a broken-by-design delivery process. The people who could fix it - government - wash their hands and mumble "market forces". 

 

Idiots. I never vote for them. For this very reason.  Good luck to all if we ever have a real emergency. It will take years of confusion and waste to fix anything. Oh wait.....Christchurch. 

 

 

 

 

 

 

 

 

 

 





____________________________________________________
I'm on a high fibre diet. 

 

High fibre diet




6 posts

Wannabe Geek
+1 received by user: 1


  Reply # 1514186 16-Mar-2016 09:00
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PhantomNVD:

 

Try your address in the Skinny broadband checker... at least you'll be online in the interim?

 

https://www.skinny.co.nz/broadband/

 

 

 

$200 signup, but 30 day return policy if the signal isn't sufficiently good.

 

$55/60gb and its over a mobile connection so LITERALLY plug into the wall and join the wifi and you're online. depending on signal strength anywhere from 15mbs to 40 mbs easily possible. if you need more data, its $20/10gb or "reset" your monthly and get the main $55/60gb block again. simple and easy and next day service!

 

 

 

 

Thanks for the info! It looks very promising. Will make a decision in the next few days!


70 posts

Master Geek
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  Reply # 1514189 16-Mar-2016 09:03
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Well said Linuxluver The whole process is f***ed and there is no ownership at all. It is laughable how often you get the message "We are very sorry but there is nothing we can do."
ISP takes no responsibility but they are directly receiving payment and have the customer relationship (which is dysfunctional as they have made themselves uncontactable through incompetent offshore service portals).

I can honestly say attempting to get UFB has been the worst customer experience of my life. Pathetic really.



6 posts

Wannabe Geek
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  Reply # 1515682 18-Mar-2016 14:09
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After another phone call with Orcon, I have confirmed that it is impossible put a copper wire connection to the address. i really don't understand. They said that it is impossible to get the copper unless someone else in the neighborhood disconnect their copper wire. If someone can explain to me why that's the case it'd be helpful.

 

 

 

I have told them that I might go for an *alternative* while waiting for the fiber but the staff said that " there should be an update on the roadwork next week, and someone might contact you". She explained that Chorus only told them that much but suggested me to wait until next week before I go for the alternative. These communication companies need improve their communication imo.

 

 

 

I have close to ZERO expectation on what's going to happen next week, but with a little bit of hope on a time frame, I will wait another week before I go for the Skinny broadband...


4206 posts

Uber Geek
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  Reply # 1515689 18-Mar-2016 14:19
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blayde00:

 

After another phone call with Orcon, I have confirmed that it is impossible put a copper wire connection to the address. i really don't understand. They said that it is impossible to get the copper unless someone else in the neighborhood disconnect their copper wire. If someone can explain to me why that's the case it'd be helpful. <snip>

 

 

What is a Port Waiter?

Bad News.

 

And "someone might contact you" is even worse than "we'll call you back" ...

 

 





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