I also moved flat recently (some of you may remember my whinge a couple of
weeks ago)...

Well, I rang telecom and got batted around different departments much like
steve, until I finally ended up talking to a very helpful person called
Penny.

Penny told me that if I needed any work done (telephone install, jetstream
install, etc) to ring her department directly on 0800 538 638

Once I had this number the entire process was very fast, I think the
situation was resolved with as little as two phonecalls back and forth.

Through penny, I managed to have jetstream and my phone line turned off on
friday. The new phone turned on on saturday (we also moved in on saturday)
and then the ADSL installer came around 9am on monday to reinstall jetstream
(with a $0 installation fee because I signed back up as a new customer with
a 12 month contract, initially I was told you couldn't do this).

Admittedly, I did organise for all the work to be done about a week in
advance, but that's not too much to ask surely?

Anyway, my advise to anyone out there who plans to relocate to a different
residence and retain the jetstream service is to ring 0800 538 638 and ask
for either penny or katrina - both are very helpful.

Thanks,

David.

----- Original Message -----
From: "Steve" <steve@focb.iconz.co.nz>
To: "Tara Sutherland" <pea@galeforce.net.nz>
Cc: "Adsl@Freebsddiary. Cx" <adsl@freebsddiary.cx>;
<alan.mtaylor@telecom.co.nz>
Sent: Thursday, March 09, 2000 9:31 AM
Subject: RE: ADSL install

>
>
> On Thu, 9 Mar 2000, Tara Sutherland wrote:
>
> > My installer was one of the most onto it guys I have met. he arrived
before
> > he was due, ensured everything he did was clean and tidy and took me on
a
> > huge spin of the product before i signed off the install.
> > these guys are busy - often depending on one strong member of the team
to
> > carry everyone. May I suggest that you remain onsite if someone is
going to
> > be working near your network - surely then you could have assisted by
> > plugging your own box in - and as for using a network cable - i'm
assuming
> > utp at about 3.00$ per metre ... jees
> >
> > "hay big spender ... "
> >
> > pea
> >
>
> ok, lets recap then shall we ?
>
> in the first week of febuary i shifted houses, upon ringing up telecom to
> inform them that i wanted my jetstream connection shut off and a new one
> established i got shunted about different departments for near on a week,
> a week after i had moved into the new place (actually, not quite a week,
> it was the following wednesday - i moved on the friday) i ended up ringing
> CTM (corporate trouble management) which we deal with at work a lot and
> asked them how the &%^$% i was supposed to get my jetstream line
> disconnected - they were nice and did it for me.
>
> the thursday/friday before i moved in i rung telecom to find out if
> jetstream was available at the new place, gave them the existing number
> and they checked out the line and informed me that "no its not available"
> upon further enquirey it came out that they didnt actually know why so
> after a 15 min phone call to telecom i persuaded them that it just *might*
> be a good idea to actually tell me *why* jetstream wasnt available.
>
> they scheduled someone to go out monday to check the line over.
>
> on tuesday this actually happened and they got back to me telling me that
> the line would need to be upgraded before jetstream could be put into the
> house. I asked them if this could be organised and they said "no, first
> you will need to get a phone number associated with this line" - thinking
> this was rather strange i argued a little - pointing out that last time i
> had had jetstream installed it was a new line and the entire job had gone
> through in one hit, not as a stage by stage install she was describing to
> me. the telecom worker persisted however and 30 mins later i had basicly
> given up in trying to get the job sorted out sensibly and just decided to
> go with what the lady was saying..
>
> I then tried to organise a line to be connected to the house - the process
> was basicly supposed to be..
>
> a) line turned on and phone number associated with it
> b) line rechecked for jetstream incase it had amazingly upgraded itself
> c) line upgraded to jetstream quality
> d) line rechecked incase they had screwed up part c)
> e) line provisioned for jetstream
>
> all these were to be done as totaly seperate jobs - which to me made
> pretty much no sense at all.
>
> by the following monday we had the phone switched on - at this point we
> had also found out the problem with the line quality - it was a 0+2 FDM
> box which was used to serve 2 lines - one to the front section and one to
> the back section - however we also found that there was a second line
> through to the back section that the telecom lady had'nt bothered looking
> at and that was suitable for jetstream, we got this one hooked up with a
> phone number associated with it and then proceeded to step b) (tho they
> managed to screw up which number was to be associated with which line into
> the house, but you get that i guess)
>
> the line was checked for the jetstream service and the computer came back
> saying the line was "unsuitable" yet it still passed all the tests with
> flying colours - telecom claimed that they didnt know why this was and
> were looking into it this entire process consumed around another week and
> a half - i was getting a little impatient.
>
> once they decided they were going to attempt to put jetstream on it anyway
> they then rang me friday afternoon at 5pm to tell me i needed to fill out
> the ADSL application form and return it to them on monday so they could
> organise an installer to come out - i told the lady that i just wanted the
> external box and that last time i had just done the "form" thing over the
> phone, apparently this must have changed because i ended up with another
> brick wall and a faxed form that i filled out and sent back into them (boy
> was i tempted to ask them to configure it for my network under the
> "additional requirements" - yes Mr Installer, i would like you to setup a
> GRE tunnel to our c7200 then route our /28 through it, and while yer at it
> can you please configure my solaris box for use on this network and i'd
> like the ipaddress of the m10 changed to 192.168.100.254)
>
> I was told that i would be contacted within three working days and that an
> installer would be allocated to me - think this was the case ? hell no,
> that would be too easy ! i rung telecom back wednesday to ask when the
> installer dude was gonna contact me - they were like "oops, we must have
> lost your job" great stuff telecom, so another form was sent out to me to
> fill in and fax back to them - by this point i was getting rather peeved.
> the job was marked as "urgent" and e-mails were sent to the installer
> dudes to contact me asap.
>
> friday came and still no contact from the installer - i rung telecom and
> quoted my job reference number i had obtained on wednesday (i was getting
> wise to their tricks by now :) ) and the guy from telecom rung the
> installer dudes to find out what the story was - no joy, they were not at
> home.
>
> Monday - I was rung by the installer dudes *YAY!* "hi, Mr Phillips - we
> can come out tommorow if thats ok with you ?". I was a little miffed that
> it had taken since last wednesday for them to contact me and voiced my
> displeasure - after all, the job had been marked as "urgent" but what the
> heck, it had already been 4 weeks, what was another day - right ??
>
> Tuesday afternoon i got rung by the installer dude - "Hi, I'm at the
> exchange but i wont get time to go out to your house to finish off the
> installation - will this be ok ?" - silly question, wtf did he expect me
> to respond ? but again, whats the point in argueing - and i had an m10 at
> work i could take home and would at least have the DSL connection live
> that evening - i asked the installer dude if this would work and i guess
> this confused him..
>
> he started to ask me questions like "does this mean you dont want an m10?"
> and "so you dont need me to install a second wall plug ?" after explaining
> to him at length that yes, i still needed him to complete the install but
> that i was running behind in some projects and just needed the damn
> connection working i think it finally sunk in and i hung up.
>
> i took an m10 home from work and all was happy ! yay, i finally had
> jetstream after 4.5 weeks of waiting - the installer guy rang me wednesday
> saying he was at the house and had installed the new jackpoint, installd
> the line filter and needed me to sign the job off - i *would* have been
> there but sadly i actually work and with the reliability of the installer
> dudes i wasnt prepared to take a week or so off work to sit at home
> waiting for someone to turn up.
>
> i asked the guy to just leave the new m10 in the room and left EXPLICIT
> instructions (i.e - repeated two to three times) to *leave the current m10
> plugged in and running because i was useing the connection remotely from
> work as part of a project*. This to me seemed a simple enough request, and
> the guy did actually do this - the problem wasnt crossover leads (hell, i
> can make my own up at work if it comes to it but already had two of them
> at home) the problem was that the braindead installer dude failed to *plug
> the m10 into the power socket* after he had unplugged it (god only knows
> why)
>
> personally, the entire process was a nightmare that i dont really wish to
> have to go through again - and while i can accept that your installer dude
> was a little more clued, i am personally peeved that i had to go through
> all this crap JUST to get a jetstream line installed.
>
> btw, telecom have since informed me that the entire lot *should* have been
> done as one entire job and the original person at telecom i spoke to was
> *wrong* so if any of you run into similar problems just hang up, ring back
> and talk to someone else.
>
> --
> Steve.
>
>
>
>
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Received on Thu Mar 9 10:00:21 2000