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174 posts

Master Geek
+1 received by user: 38

Topic # 193494 13-Mar-2016 13:46
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Hi All, 


Wondering how best to approach this issue.  So having recently moved to Dunedin, I was very keen to sign up to fibre at my new property (which I'm renting), however on further consideration I needed a live internet connection when I moved in (as I will be working from home), so I changed my fibre installation request (originally requested early Feb) to a VSDL connection instead for 12 March 2016 before jumping onto fibre.  All good and noted by the CSRs from 2degrees apparently.


The issue arises in that where I live is a relatively new development (built in 2007), and for some reason the city council decided to give the property i'm renting a completely new address.  The is where the fun comes in.  It seems the new address doesn't exist for some utility companies... The new address is shown as fibre ready, hence why they could accept my fibre request, but the new property is shown as having no copper connection - which is incorrect.  The old address is correctly recorded as having copper, and therefore available to VSDL connection - (I've checked both addresses on the 2degreees website).  


So after explaining all this to the CSR - that old address is the same as new address, each CSR said 'yes, that's fine, we'll put it in our notes'. It was agreed that a new VDSL connection would take place at the old address.  However this was changed to record installation at the new address as there was still a live connection recorded for the old address, based off advice from the CSR who said as the two addresses are the same it would not be an issue.  Wrong.  Chorus comes back the day before the planned install date and says there's no copper to new address.  But yet 2degrees didn't feel like passing this info on to me.


I wait patiently on my connection day, and no tech arrives.  I end up having to call 2degrees to find out what was going on and end up having to explain the situation all over again to the CSR.  The CSR logged another new connection request for the old address, and now i have to wait until at least Monday to find out what is going on.  


Should it have been this painful?  Should I have just used the old address the whole time?  It just feels wrong using the old address, now I'm paranoid the chorus tech will be like - we can't find this property.  Is there something you guys would have done differently? 




Can anyone help?

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3459 posts

Uber Geek
+1 received by user: 679

  Reply # 1512299 13-Mar-2016 14:06
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Oh dear. I would have left the original fibre install request in place, or ordered VDSL (or even ADSL) from the get-go. As it is now, it sounds like the process has started all over again.


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  Reply # 1512337 13-Mar-2016 15:10
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Should've ordered VDSL at the old "address" and Fiber at the new, would've had to pay for the connection fee to get it off-contract but it would've gone in a lot sooner.


174 posts

Master Geek
+1 received by user: 38

  Reply # 1512443 13-Mar-2016 18:10
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Well I'm not really bothered with the wait for fibre as such.  I'm more disappointed that I won't have any internet at all for who knows how long.  I guess I just expected to be connected the day we agreed it would be connected.  


As for the fibre, as we live down a shared driveway, I'm expecting consent issues to take a while, so that's mainly why I'm not bothered.  

1458 posts

Uber Geek
+1 received by user: 227


  Reply # 1512844 14-Mar-2016 11:06
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Hey Blurtie,


Can you please message us your broadband customer number, as well as both the old and the new "addresses", and I'll take a look and make sure everything is on track for you.




Ralph ^JOB

174 posts

Master Geek
+1 received by user: 38

  Reply # 1512864 14-Mar-2016 11:15
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Thanks Ralph, 


PM Sent.

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