After beginning the transition of our service partners on 2 April 2022 we are continuing to see impacts in the field, exacerbated by COVID-19 related absences, and want to keep you updated on the current impact we are observing.
Impact of our field services transition and COVID-19
We previously communicated that our service partners (back office and field technicians) were experiencing impacts from COVID-19 related absences, and this has continued.
We have been transitioning service partners, from 2 April 2022, and are still experiencing longer lead-times in install activity and fault restoration as our service partners manage the in-flight work and come up to speed.
Install lead time impact
Customers are currently experiencing longer lead times for fibre and copper installations in these areas:
North Island: Northland, Turangi, Matata, Masterton, Taupo and Rotorua
South Island: Murchison, Marlboro, Nelson, Dunedin, and Central Otago
The most up to date view of Provisioning lead times can be found here.
Interim install escalation process
Given these impacts, we stood up an interim escalation channel to support you to prioritise customer install orders. We will continue to make this process available in the month of May.
Customers need to fall into the following criteria:
- Customers impacted by an event resulting in no service
- Customers who have no existing service and no access to alternative services
- Medical escalations
- Essential businesses and essential workers
- The interim escalation process applies to Residential and Business fibre NGA products – Bitstream 2 and 3 services.
If your customer meets the above criteria and there is no appointment available to book in May, please email the appropriate Provisioning team with the subject heading – Long Lead Time – please review including in the email content the escalation criteria that applies to your customer order.
Residential – Chorus_NGA@chorus.co.nz
Business – BusinessFibreEscalations@chorus.co.nz
This interim process will be available until the end of May. We will endeavour to do our best to accommodate this request.
Fault restoration time impact
Customers are currently experiencing longer restoration times for fibre and copper faults in these areas:
North Island: Auckland (Glenfield, Northshore, and Henderson), Hibiscus Coast and Northland
We are currently prioritising the restoration of faults in the impacted areas by 1) medical, 2) business critical, 3) work in progress faults and 4) new faults. For any faults escalations, please continue to use the standard Assure escalation process.
We are working extremely closely with our Service Partners to improve the long lead-times in impacted areas for both install and fault restoration. We expect to see incremental improvements throughout the month of May as we execute plans to reduce the work in progress by implementing enhancements to systems, processes and recruitment of experienced field and back-office resources. We would like to thank you for continued support.
For any further details, please contact your Account team.