Christchurch, New Zealand
Enable House 106 Wrights Road, Addington
N/A
+64800434273
Thank you so much Sam (CM) he explained us all the process step by step and he re schuled our set up to keep working ASAP (we are developers, we really need internet to work). Thanks to the technicians team! Enable you did it!! )
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Moving between properties -- both with fibre already wired up -- to ask for a new power supply because somebody had taken it with them leaving only the ONT. My chosen ISP had not organised a replacement for me when I requested one, nor advised me to contact Enable. I spoke with an upbeat, yet mature and professional, fellow called Sam. Not only did he check my order for the new fibre service was going to plan (yup, it's all automated but still he was pro-active), he arranged for a power supply to be collected ASAP from their CHCH offices before they closed -- thanks! The fibre connection finalised shortly after arriving home and powering up equipment.
Had been waiting 4 weeks to get fibre installed, every time I called I was given a vague answer and not much help but a few days ago I called again and Robin in the customer service team was so helpful in looking up the details and looking for solutions, and finally our order is progressing, thanks Robin!
0 stars - 1 star is far too generous. Enable should not call themselves a "telecommunications service provider" because they don't know how to communicate, and they don't provide any sort of service. We have only been dealing with them for a couple of weeks but it feels like it has been months. All we need is for them to visit us to set up a fibre connection by installing the ONT box. They are actively trying to get out of helping us by telling us to talk to the internet provider and property manager, when we know that the issue lies with Enable. If anyone is considering using Enable, please do yourself a favour and run far.
Best service and best company.
Really poor experience, and no surprise once you read the other reviews. Asked them for a replacement fibre optic cable (which is 3 online), and after 6 days of repetitive calling to get someone to finally respond to us and then wasting an entire day at home waiting for a technician who had to come and plug it in "for health and safety reasons", we were stuck with a 225 bill a month later out of the blue. That's a 6000% mark up. Not once did anyone tell us there was going to be such an extortionate charge or we would have cancelled the request immediately, and after complaining to them and following up another 12 days later after no response, essentially got a "sorry but that's a fixed price, contact your service provider they should have told you the price". Thankfully our service provider cares about their customers and helped us out on their end with the ridiculous charge. Really poor customer service both during the issue when we called upwards of 10 times over six days to finally get somewhere, and then with their complaints department who just shrugged us off and passed us into our internet provider to deal with us.
Enable or their contractors in their wisdom decided to install the FTP at the FURTHEST possible point from my house. My near new coloured concrete driveway laid before Enable laid optic on my street ( i.e. they could see it), means cutting it and "reinstating" it to get the duct to my house. Given the reviews below, and other nightmare installs you read about, damaging my driveway and devaluing my property is not an option. The estimate of an alternative install to bypass my driveway is between 600-1000.00. So, I will have to pay NOT to have my driveway damaged?! I want fibre, Enable wants me to have fibre, my telco wants me to have fibre. Go figure. 2 stars as the customer service reps did their best to answer my questions and find information for me.
Disappointing experience. Installation was supposed to require three visits - 1) someone crawls under the house and makes a plan for you to sign off, 2) someone digs up the yard to bring the fibre from the street, 3) install. So I was really surprised when on the third visit, the technician said he couldn't run the cable into my living room (where he'd already drilled a hole in the floor, by the way). They suggested paying for an electrician to have a go at completing the work. When I asked Enable to speak with the electrician about what needed to be completed, they emailed me a PDF of the original plan, which contained none of the details I needed. Two stars because the technicians were at least polite and obliging.
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