Fault
- Q. Can our help desk people deal direct with the service technicians in the field?
- Q. Can a service technician that we engage directly, do work on the MDF for us?
- Q. If we engage the same service technicians as Chorus, can they do work on the MDF for us?
- Q. Will Chorus notify me if there are system issues and how?
- Q. Will Chorus notify me of known cable faults and how?
- Q. Why can’t Chorus test the line for us?
- Q. Are there any additional (commercial) services offered by Chorus to supplement the Co-lo, backhaul and MPF services?
- Q. Can I have a tie pair change done while the service technician is looking at a fault? How does this happen?
- Q. Can I see what the current lead times are for actioning faults?
- Q. Can I report slow broadband faults to Chorus?
Q. Can our help desk people deal direct with the service technicians in the field?
Yes.
Q. Can a service technician that we engage directly, do work on the MDF for us?
A. Only if you have placed a service order or are arranging a port change which will be followed by a service order.
Q. If we engage the same service technicians as Chorus, can they do work on the MDF for us?
No.
Q. Will Chorus notify me if there are system issues and how?
A. Chorus
must provide all its customers with the same notifications as they would any
Telecom business unit or other customer when there is a system issue.
When
Chorus is made aware of system issues or outages an email will be sent to an
email address supplied by you as an additional part of the "people and contact
details".
It will include the impact
and any workaround and were possible a resolution date and time or next update
time. A clearance email will be sent
when the issue has been resolved.
Q. Will Chorus notify me of known cable faults and how?
A. At this stage Chorus is unable to notify you of known cable faults, however if you report a fault through OFM, and it is later identified as an existing cable fault you will be advised.
Q. Why can’t Chorus test the line for us?
A. Unbundling the Access Network means that Chorus can connect an MPF to anyone's core network equipment upon request with the appropriate authorisation. However, as soon an MPF is connected to a Core Network other than Telecoms, Chorus loses the capability to perform electrical tests without a physical truck roll to manually connect test equipment at the appropriate loop Wire Centre(LWC). This is because Chorus currently accesses the Access Network (MPFs) via the Telecom Network PSTN Switches.
Q. Are there any additional (commercial) services offered by Chorus to supplement the Co-lo, backhaul and MPF services?
A. Yes. Chorus currently offers a series of house wiring services for faults and installation services. Please ask your SDM for further information.
Q. Can I have a tie pair change done while the service technician is looking at a fault? How does this happen?
A. Yes you can.
The service technician will call your support team and notify that they
cannot locate the fault in the MPF or in the house wiring at which time you can
request a tie pair change to effect a port change.
You will need to submit a port change request via OO&T (a
provisioning request) and then provide the service technician with the new tie
pair to use.
Charging for this will be
as per the Determined price list on top of any other charges incurred for
proving the fault out of the Chorus domain and house wiring.
Q. Can I see what the current lead times are for actioning faults?
Chorus currently provides an indication of averaged lead times for fault
restoration on the Online Fault Management portal front screen(OFM). They are
on a Cluster basis.
The times displayed are
updated daily so therefore may be up to 24 hours old.
Q. Can I report slow broadband faults to Chorus?
A. No.
Chorus is responsible for the provision and maintenance of MPF, and not
for the quality of the service delivered over it.
However, Chorus have
launched a commercial product to support the investigation and repair of house
wiring and are currently investigating further commercial products to support
location and repair of broadband speed related issues.
