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Topic # 182589 22-Oct-2015 12:32
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Massive road works at the top of our drive. Phone/fibre cables have been dug up. Two hours after Internet goes down 2degrees refuses to contact Chorus on my behalf until I complete basic troubleshooting which includes relocating the FritzBox into the garage beside the ONT with a new Ethernet cable in case the internal Ethernet wiring stopped working at exactly the same time as workers dug up the front of our driveway.

2degrees still refused to contact Chorus while I'm talking to the road workers who reassure me they'll contact Chorus for me.

CSR did not refuse to escalate but promised me that no one from 2degrees would be contacting Chorus until I did everything they asked including rechecking the settings on the FritzBox which I had already checked/rebooted/checked.

When I first called 2degrees I informed them that I was calling from a cellular phone at 49c/min. No wait time which was great.

The workers at the top of my drive later located one end of my fibre connection. And then the other--separated by an air gap. They've called Chorus on my behalf.

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  Reply # 1411065 22-Oct-2015 12:39
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WTF really? Did they have you check the colour of the light on the ONT? Thats usually all friends with munted fiber have had to do inorder to have chorus involved.




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  Reply # 1411068 22-Oct-2015 12:44
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Hmm, that sounds pretty poor on 2degrees' behalf. Perhaps more training is in order.



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  Reply # 1411075 22-Oct-2015 12:49
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What is the point of email support if I must contact 2degrees via phone (which stops working when the Internet is down)?

Hi Adam

I can see your connection has been down since 08:59 this morning.

Unfortunately we are not able to see why this is down without going through trouble shooting with you.
There is a possibility the roadworks have caused the disconnection but going through troubleshooting first is always advised.

The best way to complete this is if you call us on 0800 022 022.



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  Reply # 1411081 22-Oct-2015 12:56
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The first thing I told them is that a light on the ONT was red. And I got up on steps in the garage to read the text on the red light. And I checked the Ethernet cable was securely inserted at both ends.

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  Reply # 1411124 22-Oct-2015 13:50
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AdamWarner: The first thing I told them is that a light on the ONT was red. And I got up on steps in the garage to read the text on the red light. And I checked the Ethernet cable was securely inserted at both ends.


Looks like 2 Degrees needs some work done on their fibre troubleshooting scripts.

I had a red light on the ONT on a Sunday afternoon with Big Pipe, they had a Chorus Tech on site Monday before 9am.  Unfortunately it took 1 1/2 weeks to fix the problem as it was a faulty splitter but at least they tried. 

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  Reply # 1411126 22-Oct-2015 13:53
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Hey Adam,

Sorry to hear about this. Sounds like some of our newer team members haven't taken in to account the physical situation in their recommendations to you.

I've located your account from your username, I'm going to raise a fault to ensure Chorus have received this. While the contractors do have an obligation to report this kind of thing when they cut lines in the street/footpatch, so too do we when it's reported to us by our customer.

We'll be in touch directly as we hear more.

Thanks,

Ralph ^JOB



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  Reply # 1411146 22-Oct-2015 14:22
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Thanks Ralph!

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  Reply # 1411208 22-Oct-2015 15:59
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No worries at all Adam.

Some good news for you: We have a tech booked for tomorrow morning :)

Cheers

Ralph ^JOB

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  Reply # 1411245 22-Oct-2015 16:53
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AdamWarner: 

The workers at the top of my drive later located one end of my fibre connection. And then the other--separated by an air gap. They've called Chorus on my behalf.


Good god, get it fixed man! There will be porn pouring into the street until its plugged!



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  Reply # 1411651 23-Oct-2015 10:55
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Update: Chorus sent a technician. Technicians cannot join severed fibre cables. Chorus should have sent a build crew. I'm not even at the point of having a rebuild scheduled (technician kept getting an answer phone message).

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  Reply # 1411749 23-Oct-2015 12:09
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Hey Adam,

Sorry to hear that, I would have thought that the information provided would have been sufficient for them to send the correct crew.

I'll do some digging from our side and see what we can work out for you.

Thanks,

Ralph ^JOB

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  Reply # 1411753 23-Oct-2015 12:17
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2degreesCare: I'll do some digging

I see what you did there.

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  Reply # 1411762 23-Oct-2015 12:38
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AdamWarner: When I first called 2degrees I informed them that I was calling from a cellular phone at 49c/min. No wait time which was great.


Don't they have an 0800 number you can call for free from your cellphone?

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  Reply # 1411765 23-Oct-2015 12:45
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graemeh:
AdamWarner: When I first called 2degrees I informed them that I was calling from a cellular phone at 49c/min. No wait time which was great.


Don't they have an 0800 number you can call for free from your cellphone?


Correct, you will be able to call us from a NZ provider's mobile or landline free on 0800 022 022 (option 2). 

^POB



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  Reply # 1411776 23-Oct-2015 12:59
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Ralph, Fulton Hogan said they contacted Chorus/Vision nine times yesterday. The Communications Liaison Manager was rather honest about what transpired. It was a high quality build and deeply trenched. They dug around a shallower cable then sliced through our one right beside the fluorescent card that's on top of the cable to warn people to watch where they dig. It should never have happened but accidents happen.

This is third hand info but it looks like 50m of cable may need to be blown. An interim workaround may be possible but nothing is confirmed.

I confirmed with the Chorus technician that work notes listed the cable as sliced through.

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