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Old 21st April 2017, 2:54 PM   #436
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if so, NBN wears the SLA breach as a penalty. nobody wants that, least of all NBN, so if it happens it's because there wasn't an alternative.

there's no way of fixing it, the appointment gets released back into the pool quite deliberately so it can be reused, if it's taken by someone else then it's gone and not there to allocate - techs don't come out of thin air. if it's past the point-of-no-return for scheduling the actual work then there's nothing left to rescue anyway.
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Old 21st April 2017, 5:55 PM   #437
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if so, NBN wears the SLA breach as a penalty. nobody wants that, least of all NBN, so if it happens it's because there wasn't an alternative.

there's no way of fixing it, the appointment gets released back into the pool quite deliberately so it can be reused, if it's taken by someone else then it's gone and not there to allocate - techs don't come out of thin air. if it's past the point-of-no-return for scheduling the actual work then there's nothing left to rescue anyway.
It honestly sounds like NBN wrote themselves into a purposeless SLA black hole here. If I was booking an appointment a week away, there's no need for the appointment to expire from reservation status within 24hrs.

Most of the time when this happened, I just reserved it for the same timeslot (it usually wasn't gone) and then called through to the NBN callcentre to get it booked in. NBN could've done this themselves if they got to it before I did, but NBN does not do that.

My other favourite was the NBN portal was offering Saturday fault restoration appointments for some services and then just never sending the technician on the day because the service didn't have the appropriate SLA for it. No one on NBN's side ever identified this though, we just learned to not book Saturday appointments.
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Old 21st April 2017, 6:34 PM   #438
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I just explained it, not defending it.

the portal just offers appointments. it's up to you to select the one appropriate for the SLA. same as the muppets who kept picking the incorrect one for scips's install. maybe it should screen them by applicability for SLA type.

at the same time, maybe it should also prevent access seekers from picking out-of-SLA appointments, ignoring the click-through "hey dumbass this is out of SLA" notification... and then bitching later that the service didn't get fixed until... out of SLA! used to get this *all* the time, so glad I'm nowhere near that side of the business anymore.
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Old 21st April 2017, 7:05 PM   #439
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Oh, I loved the out of SLA warning pop-up when it was the first available appointment

Personally I didn't care what the first available appointment was for fault restoration. It is what it is. It was never like, say, Telstra, where it could be weeks away. It was almost never more than 3 business days. Good enough. Because I was only ever dealing with residential grade services, the customer was told for all intents and purposes there may as well be no SLA for all the good it would do them.

Yes, the portal absolutely should not offer appointments that will not be attended because of SLA mismatches. It's just asking for trouble. Ask the question the other way. What purpose is there for offering an appointment that the SLA does not allow for? It's designed to fail.
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Old 22nd April 2017, 9:31 AM   #440
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then have your account manager put the suggestion forward to their CDM. that's the channel for that sort of feedback.
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Old 24th April 2017, 4:59 PM   #441
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Rescheduled for the 2nd of May.....pretty pissed, NBN team was a floppy dick, the chick from billing knew more about their own processes than they did :S but another 30GB of data on the 4G hotspot.

Casp: Feel like gazing into your crystal ball for me next Monday?
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Old 24th April 2017, 5:37 PM   #442
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NBN preordered through Aussie Broad Band using a referal code from whirlpool.

First month free, 6 months of double data.

So 1 TB of data @ 100/40 for 80 pm.
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Old 24th April 2017, 9:41 PM   #443
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Rescheduled for the 2nd of May.....pretty pissed, NBN team was a floppy dick, the chick from billing knew more about their own processes than they did :S but another 30GB of data on the 4G hotspot.

Casp: Feel like gazing into your crystal ball for me next Monday?
if they've scheduled an appointment for 2 May then I can't see it, and if I can't then nobody else can either. at best they've booked an appointment and forgotten to ask for it to be linked to the order, which means it will hit the sunset timer SupremeMoFo mentioned earlier and expire - due to the access seeker not following process.

in fact, the last interaction they had with the order that can be seen was 11 days ago now, wanting to know why the third appointment was cancelled, despite having being clearly told if they looked at the appointment itself.

so unfortunately, I doubt you're getting an install on 2 May on the basis of the interactions so far, sorry. for an organisation that apparently has a dedicated NBN team they seem to be having an amazing problem following a simple process.
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Last edited by caspian; 24th April 2017 at 10:48 PM. Reason: spelling
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Old 25th April 2017, 7:36 PM   #444
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An update on mine. NBN techs turned up for their appointment on the 19th, 3 hours early without notice.

They inspected.. I'm told its a 100m run from a power pole on the other side of the street (HFC). However, apparently the pits, 2 on the other side of the road and one against my front wall, are too small. So now its been referred to another team to install new pits.

The older of the two Punjabi's (rude prick he was, ignored me most of the time I spoke to him) told me a couple of days before the other guys turned up to fix the pits. The younger, quite friendly and informative sidekick told me it would be more like a week if I'm lucky.

Then of course I guess I'll have to make another installation appointment....
A question for Caspian, I'm hoping you can help mate.

As I've said above, its apparently a 100m run, because my house is the rear house of two on the block. One of the bits of blurb I received said something about a 'standard installation' is 50m from the source, in this case a power pole across the road, then down into a pit, along the road to another pit 30m, then across the road and down to the pit at my house.

Since my run is 100m, and a 'standard installation' is 50m, am I likely to be up for any more money?

Additionally, if you still have my address, I was assured that 'the other team', which I assume is the Optus team being sent to remediate, would be out to install new pits in the next few days. Are you able to see if any of this is actually scheduled or ordered, as I've seen no sign of them or had any communication.
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Old 25th April 2017, 9:04 PM   #445
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What would you recommend doing in my case casp? (cant really change off telstra at this point, too many services with them and I know once they are finally connected they will suck less than the other options here)

I've been told now since its a new service not an interim one that they wont be giving any more 4g data, so really keen to make 2nd of May happen....
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Old 25th April 2017, 10:25 PM   #446
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Ratzz - I'm not an expert in the HFC space. I did ask a friend in that team about installation distances the other day, he said it was generally 50m but depended on signal levels and whether they could install an amplifier inside the house or not. what that means for you I don't know sorry, that's the limit of my knowledge and I'd be guessing to say otherwise. same for network remediation work, I have no visibility of that.

scips - that's up to you. they keep fucking your order up, how much they continue to suck is 110% up to them, and your tolerance level for it to you. if you want to stick with them then at the very least I would be raising the lack of competence as a formal complaint and trying to rise above the mire that keeps failing what should be an incredibly simple and routine task.

if you want to know what I'd do personally, I'd drop them like a cold chop and rejoice in the fact that one of the benefits of the NBN is that you're no longer shackled into dealing with any particular provider, and a minor bundling discount would not stop me for a heartbeat. I'm quite happy to pay good money for a connection that works when I want it, I see no benefit to paying cheap prices for one that doesn't. just my 2c.
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Old Yesterday, 1:28 PM   #447
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hey caspian,

I spoke to my RSP today, who told me the last update they had from NBN was on the 26th of last month, and that update was that they shuld expect an update by today.

was i just talkin to a CSR who wasn't interested, or have they had no updates?

(for those watching at home, this is a HFC install, where they couldn't find the pit the lead-in went to.)
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Old Yesterday, 1:51 PM   #448
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the last update of any substance was back on 6 April... since then it's only been "update pls" sort of administrivia. the CSR put in another request on 26 April but nobody has responded yet.

the last useful detail was that civil trenching works were required (which I think we discussed briefly) but no timeframe as yet.

unfortunately I can't see any more than that, HFC is managed by a dedicated team.
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Old Yesterday, 3:19 PM   #449
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ok, thanks

Well, at least it gives me comfort that the RSP is actually checking and providing factual updates
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