The property they are on is a lifestyle block within Waikanae township, they were HFC customers when they shifted there 4 years ago. However because is a back block down a long drive HFC was not offered as an option, so TCL put them on a Telecom Wholesale DSL connection, and all was well, as an aside they only have phone and BB and no pay TV.
Now unimpressed with the broadband options from TCL they want to move to other providers, and that's where the trouble started.
Contacting the call Centre results in a conversation with no outcome. For whatever reason TCL will not process a DSL move as there records seem to show them as still on HFC, and they simply refuse to consider otherwise.
Anyone know how to fix this, Gary maybe? are you there, your call Centre is broken again