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9 posts

Wannabe Geek
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Topic # 193527 14-Mar-2016 12:23
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This is pretty much just a rant about trying to get fiber installed and the mostly poor customer service from 2Degrees and zero from Enable. I signed up with 2Degrees mid Jan and had not heard anything for a month so tried calling the call center, not very useful, 30 min on hold only to be told we don’t know try calling Enable… Their call center is even worse, cutting me off 3 times as the call was answered after 30min and the 4th time being told everyone was busy so we will call you back in the afternoon, which turned out to an afternoon almost be a week later.

 

Now this call did give me a little bit of information, according to the Enable employee my install was immediately put on hold because (2 Degrees told them) that we had a shared driveway – which we don’t, there are two separate driveways and it is very clear on the property files and even street view that it is not shared. This person also told me that it was 2Degrees responsibility to tell me that I needed to get the neighbor to sign a from giving them access, and that I was 2Degrees customer not theirs so it was not there responsibility, he also said that 2Degrees knew the install was on hold from the start. Basically either no one is taking any responsibility in this process or they are completely incompetent, that said it is 2Degrees who takes my money so the buck stops with them.

 

At this stage I tried calling 2Degrees again and actually got someone who was useful, her story pretty much contradicted the Enable story. She managed to get someone from Enable to call me back and start to get things going, however they were still trying to insist on the access form even though it is not a shared driveway…. Anyway after telling her I would put a fence up things started to move along. The scope and installation visits were booked, the fiber was run down the driveway and blown. Then on the install day I get a call (30min after the install booking time) telling me that the guy who was supposed to do the install had called in sick that morning so no one would be coming…. After I had taken a day off work to have the install done. Yes, it would have been useful to have known this in the morning then I could still have gone to work.

 

That now leaves me with a pretty big problem, I don’t have any more annual leave and I can’t afford to take unpaid leave with a mortgage and kids to feed, for another install appointment that someone may or may not show up to. Looks like my best option is to stay with our current ADSL and leave the Fritzbox sitting in the cupboard for a year or so Nice work 2Degrees and Enable.

 


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  Reply # 1512964 14-Mar-2016 12:28
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The UFB install process is a bit of a problem. Ask for a Saturday install, some of them do that.





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Wannabe Geek
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  Reply # 1513021 14-Mar-2016 13:31
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timmmay:

The UFB install process is a bit of a problem. Ask for a Saturday install, some of them do that.

 

 

Unfortunately a Saturday install is no better, now if they did Sunday....

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  Reply # 1513027 14-Mar-2016 13:45
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If you want someone professional to do work for you you'll have to find time within business hours, or maybe Saturday if you're lucky. It's unfortunate they didn't make the original date, fairly common actually, but you have to roll with it. My install took almost a year, but at least they turned up when they said they would.





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Wannabe Geek
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  Reply # 1513045 14-Mar-2016 14:01
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timmmay:

If you want someone professional to do work for you you'll have to find time within business hours, or maybe Saturday if you're lucky. It's unfortunate they didn't make the original date, fairly common actually, but you have to roll with it. My install took almost a year, but at least they turned up when they said they would.

 

 

Haha, your use of "professional" there is a bit of an oxymoron in context of this discussion. Even if it is common for installs to be missed, being told this after the booked time is not really on. Im pretty much over it to the point that Im just going to stay with the current provider for the foreseeable future, I have already wasted too much time trying to get things moving, 30 min on hold each time for 2Degrees and much longer for Enable if you can even get through without getting cut off

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  Reply # 1513049 14-Mar-2016 14:10
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That's a shame. I had a good experience with Bigpipe and Enable

Placed an order on Boxing day, got an email a couple of weeks later saying call enable to arrange dates, The scope guy came, did his thing, no issues.

 

I was told they were gonna come some day in between the two dates to do the outside stuff, but it was actually all done on the same day (the inside guy arrived first)


sxz

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  Reply # 1513070 14-Mar-2016 14:28
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My experience with 2 Degrees and UFF was fantastic.  I signed up in January, had 2 site visits and had it installed and running within 3 weeks.

 

Maybe it comes down to the wholesaler & how much backlog they have (driveway access issues aside)?


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  Reply # 1513086 14-Mar-2016 14:58
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The whole arrangement is broken, it is so frustrating and wasteful of our time.

A Downer no show with no communication a few weeks ago and then again today I've been sitting at home all day for a supposedly morning install and again nothing yet.

Questionable responsibility last time, neither 2degrees nor Chorus would stop blaming each other long enough to own the communication breakdown. Today it is definitely Downer but their care level is pretty low.

Grrrrrrrrrrrr!

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  Reply # 1513266 14-Mar-2016 19:50
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sxz:

 

My experience with 2 Degrees and UFF was fantastic.  I signed up in January, had 2 site visits and had it installed and running within 3 weeks.

 

Maybe it comes down to the wholesaler & how much backlog they have (driveway access issues aside)?

 

 

 

 

Similar, I had a UFB install with 2degress and UFF in December, same experience as you.

 

Guess you just need a decent wholesaler.




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Wannabe Geek
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  Reply # 1517539 22-Mar-2016 12:42
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Well it looks like I wont have fiber anytime soon. Enable are completely inflexible with their install time slots (which make it impossible to drop off and pick up kids from school) and for some reason it takes 4 hours to do the termination on the exterior of the house and connect the ONT box, and it is definitely not possible to work past 5pm!! If anyone from Enable is reading this maybe you should stop you installers smoking weed in their vans and get them doing some proper work and it might not lake 4hrs ah??

 

I wonder how pissed they would be if I made a 1pm appointment and made them wait until 3pm?

 


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  Reply # 1517547 22-Mar-2016 12:56
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CheesyDave:  I wonder how pissed they would be if I made a 1pm appointment and made them wait until 3pm?

 

they wouldn't care they would just move onto the next job


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  Reply # 1517550 22-Mar-2016 13:04
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CheesyDave: Well it looks like I wont have fiber anytime soon. Enable are completely inflexible with their install time slots (which make it impossible to drop off and pick up kids from school) and for some reason it takes 4 hours to do the termination on the exterior of the house and connect the ONT box, and it is definitely not possible to work past 5pm!! If anyone from Enable is reading this maybe you should stop you installers smoking weed in their vans and get them doing some proper work and it might not lake 4hrs ah?? I wonder how pissed they would be if I made a 1pm appointment and made them wait until 3pm?

 

 

 

I'd say if you cannot be flexible enough just one day to be there at either 9am or 1pm, then carry on as you are. Sounds to me like you are being quite inflexible as well. It may not take 4 hours, but that is the time they have allocated to do your job, and they need you there (at least when they start). If you have to pick up kids, can you not just leave them there for 20 minutes? Get somene else to collect children? Another solution? (keep kids out of school - I would if I wanted UFB badly enough!)


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  Reply # 1517562 22-Mar-2016 13:23
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My install took a good few hours for two guys, who were working consistently.





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Wannabe Geek
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  Reply # 1517565 22-Mar-2016 13:24
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trig42:

CheesyDave: Well it looks like I wont have fiber anytime soon. Enable are completely inflexible with their install time slots (which make it impossible to drop off and pick up kids from school) and for some reason it takes 4 hours to do the termination on the exterior of the house and connect the ONT box, and it is definitely not possible to work past 5pm!! If anyone from Enable is reading this maybe you should stop you installers smoking weed in their vans and get them doing some proper work and it might not lake 4hrs ah?? I wonder how pissed they would be if I made a 1pm appointment and made them wait until 3pm?

 

 

 

I'd say if you cannot be flexible enough just one day to be there at either 9am or 1pm, then carry on as you are. Sounds to me like you are being quite inflexible as well. It may not take 4 hours, but that is the time they have allocated to do your job, and they need you there (at least when they start). If you have to pick up kids, can you not just leave them there for 20 minutes? Get somene else to collect children? Another solution? (keep kids out of school - I would if I wanted UFB badly enough!)

 

 

Well yes you are kind of correct, I ran out of most of my flexibility after a no show. I cannot leave the kids at school (and dont have anyone else to pick them up at the moment) and I am not going to keep them home on the off chance that the installer decides to turn up, that and the fact that there is no more annual leave after the last try either. So business as usual with ADSL. As I said in the first post this is pretty much a rant and I dont expect it to bring up any solutions, but it will at least give others a heads up on what they may have to deal with for a fiber install.



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Wannabe Geek
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  Reply # 1517570 22-Mar-2016 13:29
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timmmay:

My install took a good few hours for two guys, who were working consistently.

 

 

Ok, thats interesting, when I was trying to get somewhere with 2D the customer service guy said his took about 30 min, they have already blown the fiber, that may have been what the second guy was doing

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  Reply # 1517600 22-Mar-2016 13:41
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Mine was to run it from over the road, conduit down the side of the house, more conduit under the house to where I asked them to run it up (I did that conduit), more conduit in the ceiling cavity to drop it down into the cupboard I requested.





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