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8 posts

Wannabe Geek


Topic # 111126 24-Oct-2012 22:02 Send private message

Hi I'm having trouble transferring my fathers naked dsl from Xnet to Fyx. Yesterday I signed him up to Fyx using their online form. We received an email from Fyx saying the transfer was in progress. A couple of hours later we received another email saying that the transfer was rejected. I called Fyx and was told that there was a disconnection order on the line. Was told that we should have waited for the transfer to be completed before notifying Xnet. Only problem with that is we never contacted Xnet regarding any transfer or any other Internet issue. So they couldn't have known about it.

I called Xnet anyway and was told they had no notes for a disconnection and that the line was still active. Went back to Fyx and I was told again that it was not possible for Fyx to disconnect me and only my current provider could do that and it was scheduled to be disconnected that day 23/10/2012 and I should contact Xnet about it. Was also told by Fyx to tell Xnet to check the chrous system and they would see a disconnection order.

Called Xnet again and was told that on chrous system there were two orders entered at the same time, one for a disconnection and the second for a change provider but that it wasn't done by Xnet. The call taker said he would need to talk to their provisioning team for ideas with what was going on and would get back to me the next morning. Got a message on phone from Xnet saying the provisioning team said it looks like the other provider (Fyx) was trying to force through an abandonment for Worldxchange (Xnet) broadband so Fyx can connect up their broadband after that.

It's the next day (today 24/10/2012 22:00) and the Internet connection is still up with Xnet. So not disconnected.

Can anyone please advise what I can do now to get the transfer completed?

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Biddle Corp
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  Reply # 706058 25-Oct-2012 06:43 Send private message

All dealings to move ISP's are handled by the new ISP and they be your only point of call. There should be no reason at all for you to have to have any involvement with your old ISP and telling you to call them is simply passing the passing the buck onto you to do their work.





8 posts

Wannabe Geek


Reply # 715614 11-Nov-2012 23:02 Send private message

Update: Fyx did eventually get back in contact and ask if we still wanted to go through with the transfer but my dad decided to stay with Xnet.

Thanks sbiddle for your reply. Also a big thanks to Jon Paul from Xnet, dude you were very helpful, much appreciated, very cool.


Cheers

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