Octotel issues frustrating me

[medicnick83]

I'm really so irritated with Octotel.

They came by my flat early in November and basically said that we'd get connected by end of November and the installation would be easy - they gave me 1 story and basically said "don't quote me that it will be end of November, but def December latest" - I was even told, they would connect up all the flats but then each flat would have to decide on what ISP they'd go with - makes sense and I'm exciting and looking forward to it.

Anyways...

Vumatel posts on a Facebook group that they are done with Tamboerskloof or whatever area - so I query Octotel's rep and find out they don't know ANYTHING about my flat being / wanting to be connected to Fibre and I'm like WTF! Now can you imagine a person like myself who doesn't want to get his flat connected or at least have started the process?

This starts alot of drama of cause - because now I have to go find the e-mails to nail these buggers - however, early December, my hard drive on my laptop had issues and my PST file was corrupt - I can't find e-mails for alot of things - so anyways, that saves them a bit.

I still throw my toys at Octotel because I told the people in my flat 1 thing and now I look like a right idiot - I even heard a discussion where the 1 tenant said that I was incompetent and didn't do all the necessary and that's why we are not getting fibre - this really made me angry because I'm anything BUT.

Then eventually I get a call and basically Octotel have changed their story;

Each flat must go and request fibre via a ISP (such as RSAWEB) and then they'll come and install fibre to that flat - so that basically means that they will have to come to the flat multiple times unless we all do it at the same time - of cause, of the 6 flats, only 3 want fibre (NOW) and the rest will get as they see fit.

This bugs me because with all the crime in our area, I'd rather prefer they come once off (then at least I could be there) - but NOOOOOOOOOOOO!

Okay, moving on...

They send me a e-mail now;

I will be on site tomorrow with one of our network engineers as discussed with Conor to conduct a site survey. Once this is done a detailed site plan can be drawn up and submitted.

I understand a consent form has been completed and sent back?

Can you please forward me this email?

I refuse to send it... I know it's a simple "find and forward" but this is a clear example of the situation I sit with - and I'm so sick of this... I basically signed the consent forms and sent it to about 6 people (if not more) at Octotel a couple of days ago because I wanted to avoid this situation and yet, it still happens - it's like these people do NOT communicate with each other - which is probably WHY I'm still sitting without fibre - anyways, I reply to them and inform them they must find the e-mail considering most of the people in the CC have the e-mail.

 

[medicnick83]

So Charl from Octotel came this morning with a colleague to do a site survey - all very easy - took photos as per usual - same as last time - ETA for Fibre at my block of flats is NEXT WEEK.

Forgive me If I don't hold my breath however, I'll be positive.

 

[PBCool]

So Charl from Octotel came this morning with a colleague to do a site survey - all very easy - took photos as per usual - same as last time - ETA for Fibre at my block of flats is NEXT WEEK.

Forgive me If I don't hold my breath however, I'll be positive.

You can select an ISP and then put pressure that way as well, the squeaky wheel gets the grease

 

[medicnick83]

You can select an ISP and then put pressure that way as well, the squeaky wheel gets the grease

RSA Web has said they would assist.

ETA for fibre at my apartment is next week ±

 

[paul5186]

Of course RSAWeb would, as RSAWeb = Octotel in disguise.

 

[medicnick83]

Octotel arrived this morning at the time they said they would.
They have done a pretty good install of the trunking etc and I can't blame the guys who do it.
But I had a chat with Aaron (I believe his name is) and he said tomorrow they will be coming to pull the cable for the flat so they need access (no problem) and then he told me a interesting story...

I told him that Charl promised me that by Friday, I would be sorted - since it's almost end of the month, it would be done so we can cancel our necessaries (Telkom, etc) and not be billed again.

HOWEVER

Aaron (?!?) did mention that it seems there are lots of people waiting for installations - some since August but 'documents' have gone missing and they are still waiting - strange hey... SAME thing that happened to me - so clearly this is a issue Octotel suffers from alot!

I've just sent Charl a e-mail, he can mess other people around, but him and Tyrone can come finish up my flat by Friday - simple as that.

You don't promise me stuff and don't deliver and you don't loose stuff and waste my time and then still have the cheek to blame me.

 

[medicnick83]

Of course RSAWeb would, as RSAWeb = Octotel in disguise.

That is very interesting... how do you know that?

Probably the same story how Afrihost = Axxess.

 

[medicnick83]

So after sending a rather snotty e-mail to Charl from Octotel regarding things I mentioned earlier - Nicole from Octotel called me to tell me that my installation date is set for Friday - which is what Charl agreed too.

I then explained to her that we have another tenant that must also be connected - it's logically best to do him as well on the same day instead of back and forth - they didn't have a date for him YET but they managed to arrange it.

10 minutes later there was like a whole other team outside the flat, they came to run the cable to my apartment - apparently, this is what they had planned for tomorrow - a whole day! So here I thought it was a big job.

They ran the cable and the did the necessary with the box in under 1 hour - so why ask for a whole day?

So Friday is still on the cards.

 

[Syphonx]

So after sending a rather snotty e-mail to Charl from Octotel regarding things I mentioned earlier - Nicole from Octotel called me to tell me that my installation date is set for Friday - which is what Charl agreed too.

I then explained to her that we have another tenant that must also be connected - it's logically best to do him as well on the same day instead of back and forth - they didn't have a date for him YET but they managed to arrange it.

10 minutes later there was like a whole other team outside the flat, they came to run the cable to my apartment - apparently, this is what they had planned for tomorrow - a whole day! So here I thought it was a big job.

They ran the cable and the did the necessary with the box in under 1 hour - so why ask for a whole day?

So Friday is still on the cards.

Well the install techs don't know what to expect when coming to install on the premises so likely why they rather overestimate the time needed. I know the Vumatel techs usually do 3 installs per day and I haven't heard of any issues with them missing the promised install dates/times.

On the other hand it seems to be a very common occurrence with Octotel that the install is either behind schedule on the day, simply cancelled or abandoned due to the need for a site survey or something similar. Not sure why Vumatel doesn't have this issue but with Octotel it seems around half of installs have some sort of issue.

 

[medicnick83]

Well, they came and did the install as per arrangements on Friday (9am) and ran into a issue apparently with a "cable break" apparently (this is what they told my GF)
I told her to tell the guys that I don't care what happens, I don't care if they work late - but they finish and complete the install today with me being live.
They did that.
The install also, was very neat and tidy and I was so worried about that - but I'm very happy with the install - so lets give credit where credit is due.

I have noticed the Octotel guys seem to split into different teams and each time does their own thing - they don't work very nicely as a team unless they are forced too.

My fibre is up and running with tests all going 10 UP and DOWN



However, RSAWEB didn't leave or give me my 1GB sim card that was promised in the contract but I've contacted them for that.

 

[fluffykittenlover]

MedNick How did you get Octotel in your Area?. who is the infrastructure provider? DFA!? or someone else.

i want to Get fibre

 

[medicnick83]

MedNick How did you get Octotel in your Area?. who is the infrastructure provider? DFA!? or someone else.

i want to Get fibre

Initally, in my area it was only VUMATEL that was going to install - then OCTOTEL came along and after some spats, they split up the area and gave V this part to do, O would do another area.

Octotel dug up my area specifically, then came to do a site survey, made promises - nothing happened - but when I noticed that VUMATEL had completed in their area, I queried it and that is when I found out that they had lost all my documents and such and thus started this thread.

 

[absynth]

I feel your pain. I'm in Vredehoek and applied beginning of December via Vox.(Also applied with Vuma before the Vuma vs Octo story started)

Made queries,was told they will follow up.After a month I had to throw my toys.
Now eventually I have an installation date,but basically for 2 months after ordering.

 

[medicnick83]

I feel your pain. I'm in Vredehoek and applied beginning of December via Vox.(Also applied with Vuma before the Vuma vs Octo story started)

Made queries,was told they will follow up.After a month I had to throw my toys.
Now eventually I have an installation date,but basically for 2 months after ordering.

From the "DPV" Facebook group, it's happening to alot of people.

 

[medicnick83]

However, RSAWEB didn't leave or give me my 1GB sim card that was promised in the contract but I've contacted them for that.

Just wanna update your guys on this - apparently it comes in the 'bag' that your 'router' and other items come - mine didn't come (I even had to scratch in the bin to make 100% sure) but RSAWEB have couried a new one to me without any drama.

 

[mercurial]

Hey Nick. How has your fibre experience been since all of this?