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895 posts

Ultimate Geek
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Topic # 204518 5-Oct-2016 12:34
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I've got a friend here (Whanganui) whose pleas to "please give me DSL until fibre is installed" are being strenuously resisted by the 2degrees call centre. What magic incantation will save him and his family from internet deprivation?


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2degrees

  Reply # 1645893 5-Oct-2016 13:24
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Hi Deadlyllama,

 

There are a number of factors that our helpdesk take in to account in these situations, such as the expected leadtime for fibre in the area, whether there is a consenting process required or whether there are any other delays that are forseeable. 

 

At present, in many areas it is possible to have fibre completely installed and up and running quicker than it can take to arrange for a copper connection to be established.

 

I'm more than happy to look in to this particular case for you, please PM us the address and customer number for your friend and I'll check it out.

 

Thanks

 

Ralph ^JOB




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Ultimate Geek
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  Reply # 1645946 5-Oct-2016 14:33
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PM'd.  There's a substantial delay involved due to a dispute over pole access.


 
 
 
 


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  Reply # 1646116 5-Oct-2016 20:05
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deadlyllama:

 

PM'd.  There's a substantial delay involved due to a dispute over pole access.

 

 

 

 

Skinny Broadband while he waits??




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Ultimate Geek
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  Reply # 1646461 6-Oct-2016 11:04
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VDSL on Friday! Thanks 2degrees!

 

Skinny?  They'd have to buy a modem, wait for it to be shipped (the 2degrees modem has already showed up), sell the thing on trademe or invoke the 30 days reception guarantee... and they'd have no phone line with it either.  2talk over skinny is, in my recent experience, not worth the pain and suffering


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  Reply # 1646504 6-Oct-2016 11:29
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Good to see that 2D came to the party, my issue with these types of posts is why did the helpdesk not help in the first place and the OP had to come to a secondary support area to get any result.




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Ultimate Geek
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  Reply # 1646505 6-Oct-2016 11:32
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Yes.  If you don't have a nerd to intercede on your behalf, how do normal people manage to ever get any service from telcos at all?

 

This is why I tell my non-nerd friends with telco trouble to switch to a telco with decent customer service, like Inspire Net.


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2degrees

  Reply # 1646537 6-Oct-2016 11:45
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Hi nzkiwiman,

 

In many areas, a straightforward UFB installation will complete quicker than the standard DSL provisioning time frames of 5-15 working days, meaning that UFB is usually connected very close to the timeframes for DSL. Typically we will only provide an interim DSL connection if there is a long leadtime or delay with the UFB connection, as is the case here.

 

In this particular case, we were not aware of any delays with the UFB process, whereas the customer was. We were provided information here that had not been provided previously through the customer or the wholesaler, which made this particular customer's case feasible. Had we been updated by our wholesaler with details ont he delay, the helpdesk would have been able to action this as well.

 

Thanks

 

Ralph ^JOB

 

 


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