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224 posts

Master Geek
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Topic # 111329 30-Oct-2012 16:32 Send private message

I have situation that I think is very odd and surely this can't be normal.


I have requested a new ADSL connection via Snap for a house I am purchasing on the 7th. We settle on the 7th of November and move on the 8th.

Snap have said they can see the existing owners have a service order in to disconnect there services (with Vodafone I believe) on the 7th. Snap can't order my new connection until AFTER the existing order is marked as complete. So they can place the order with Chorus on the 8th and then it will take up to 10 workings days to complete it.

Problem for me is that is a bit of an issue as I work from home. I had stupidly assumed that this would all happen on the same day.

Snap seemed to think that if I went with Telecom then my connection would happen on the 7th as they have better agreements with Chorus.

 

Surely this can’t be right, basically means whenever people move into a new house they have to wait for 10 days to get internet service.


Placed topic in the NZ Broadband as this is not a complaint about Snap. Mods move if you feel it is required.

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1948 posts

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  Reply # 709455 30-Oct-2012 20:44 Send private message

Sounds a bit of a crock to me. Snap should be able to provision a line. The problem will be they are trying to find an intact so that he connection is fee is only $50. If you ask for a new connection they will say it will cost $100 but when Chorus actually come to do it they will see that it is actually an intact and amend the costs. Would just require following up with Snap to amend the charges on their end too.

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Master Geek
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  Reply # 709457 30-Oct-2012 20:45 Send private message

Due to the open service order I.e. Cancelations request from the current owner, snap can not order anything until this is completed and closed. The 10 day lead time will be the standard SLA, if snap told you they would get it connected in 2 days and it took 8 you would complain... No.

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  Reply # 709459 30-Oct-2012 20:49 Send private message

Telecom don't get any preference. When a job is booked by any ISP it's on a first come, first served basis.

As for the 10 days that's pretty much a standard timeframe for an install. Most happen a lot quicker, but until a service order is lodged there is no way for Snap to give an exact time/date. 

A line can't have multiple service orders on it, however if a new connection is provisioned onto a new pair in the home you'll get internet that day. You will however have to pay for this as it will require Chorus to visit, either $199 or $399 depending on if it's POTS on or off.



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Master Geek
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  Reply # 709460 30-Oct-2012 20:49 Send private message

kornflake: Due to the open service order I.e. Cancelations request from the current owner, snap can not order anything until this is completed and closed. The 10 day lead time will be the standard SLA, if snap told you they would get it connected in 2 days and it took 8 you would complain... No.


Not really complaining about the SLA, I get that. I don't really understand why the process doesn't allow a canceltation order and new request to be logged at the same time. Just seems crazy that you can't do that.

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  Reply # 709462 30-Oct-2012 20:51 Send private message

benmurphy66:
kornflake: Due to the open service order I.e. Cancelations request from the current owner, snap can not order anything until this is completed and closed. The 10 day lead time will be the standard SLA, if snap told you they would get it connected in 2 days and it took 8 you would complain... No.


Not really complaining about the SLA, I get that. I don't really understand why the process doesn't allow a canceltation order and new request to be logged at the same time. Just seems crazy that you can't do that.


Quite simply because a line can only have a single active service order on it at any one time.



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  Reply # 709475 30-Oct-2012 21:07 Send private message

sbiddle:
benmurphy66:
kornflake: Due to the open service order I.e. Cancelations request from the current owner, snap can not order anything until this is completed and closed. The 10 day lead time will be the standard SLA, if snap told you they would get it connected in 2 days and it took 8 you would complain... No.


Not really complaining about the SLA, I get that. I don't really understand why the process doesn't allow a canceltation order and new request to be logged at the same time. Just seems crazy that you can't do that.


Quite simply because a line can only have a single active service order on it at any one time.


I can see your point and am slowly accepting that this is how the process is.... The bit I don't understand is why the process wouldn't allow a connection order if there is a valid scheduled disconnection occuring before hand. Surely a large percentage of orders would be like this i.e. house changes owners and people want this switched on the same day or two.

Surely this would be good for Chorus as they can do two jobs at once at the same time and charge two fees for less overall work (vs a disconnection and 10 days later a connection).

Bee

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Ultimate Geek
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  Reply # 709480 30-Oct-2012 21:12 Send private message

Telecom can get a connection done within 24 hours and in my case it was 2 hours! from my initial phone call!!!
I dunno if special preference is given to telecom or not but yeah 10 days is utter crap!

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  Reply # 709483 30-Oct-2012 21:18 Send private message

think the only one open service order at anygiven time is from the time when telecom / the post office was it, i guess they just stuck with this model but i would love to know the actual reason if my guess is incorrect

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  Reply # 709606 31-Oct-2012 06:11 Send private message

Bee: Telecom can get a connection done within 24 hours and in my case it was 2 hours! from my initial phone call!!!
I dunno if special preference is given to telecom or not but yeah 10 days is utter crap!


Lets get one thing straight here. Chorus and Telecom are NOT the same company.

If Telecom was given any preference at all you'd have the Commerce Commission clamping done on this immediately. The tens of millions paid in fines by Telecom before the demerged every time alleged wrongdoings occured is proof of this.

Every ISP has a relation ship with Chorus and lodges jobs through Wireline which is the Chorus provisioning system. Jobs are allocated on a first come, first served basis. If resources are available in an area then clearly connections can be completed sooner, and it's not uncommon for DSL installs to be done within 24 hours if they are merely a connection w/o wiring. If it's a busy and technicians are already booked up then you'll have to wait - and there is no way of until a job is lodged there is no real way of knowing

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Ultimate Geek
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  Reply # 709610 31-Oct-2012 06:26 Send private message

I am guessing that SNAP's provisioning team can only process a request on a disconnected intact. If that is the case then I am fairly certain it wont take the full 10 days, I would be surprised if it takes more than 1 day but I am guessing. If it is a property with NO previous intact then I am guessing that the 10 day lead time is allowing for an actual tech visit. Telecom can have an order pending, ready for that line to become available.

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  Reply # 709621 31-Oct-2012 07:04 Send private message

Bee: Telecom can get a connection done within 24 hours and in my case it was 2 hours! from my initial phone call!!!
I dunno if special preference is given to telecom or not but yeah 10 days is utter crap!


I suggest you calm down and do some Google searching on Telecom NZ separation and how / why Chorus was formed and its UP to 10 days




Bee

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Ultimate Geek
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  Reply # 709652 31-Oct-2012 08:20 Send private message

I know what Ive seen - Ive changed ISPs a few times in the last few years, most promise connection in 5 or 10 days and deliver pretty much on Schedule. Telecom promised connection within 48 hours and delivered well under that - for me and for one of my friends also...

YMMV for sure but you will take a lot to convince me that my personal experience was just luck and not the result of some special relationship between chorus and Telecom :)

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  Reply # 709658 31-Oct-2012 08:45 Send private message

Bee: I know what Ive seen - Ive changed ISPs a few times in the last few years, most promise connection in 5 or 10 days and deliver pretty much on Schedule. Telecom promised connection within 48 hours and delivered well under that - for me and for one of my friends also...

YMMV for sure but you will take a lot to convince me that my personal experience was just luck and not the result of some special relationship between chorus and Telecom :)

yes I'm sure your 3-4 anecdotal experiences are entirly representative of the tenss of thousands of people who change ISP every year.

Have plan, send $NZD50m
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  Reply # 709669 31-Oct-2012 08:49 Send private message

Welcome to the new world of Chorus!

I've struck the same issue with Snap and Chorus but I took the time to ring Chorus and find out why.

This situation gets worse when the leaving party does a late cancellation "Yes, we're out on the 25th but just cancel the line at the end of the month, don't mind if we pay $10 for the extra 5 days, more concerned that we do have a line just in case there's a delay".

So, when you move in on the 26th, you can't even lodge an order in Wireline until the 1st because Wireline won't let you have two orders on the line on the same day! (I don't even want to know who's c**kup that idea was!)

With 48% of the bb market, I suggest that it is easier for Telecom. If the leaving party is with Telecom and the gaining party is with Telecom then Telecom can just provision a service over the Chorus link and tidy up any paper work afterwards.

My experience with Chorus is that they are more interested in protecting 'market demarcation' and 'whole sale customer perception' than worrying about the impact on end users, that's a problem for RSP's not Chorus.

In talking with their staff, I got the clear impression that they're just battle warn and over the whole space and after being beaten around so much by industry they just don't care about consumers any more, they just care about following due process that doesn't get them shouted at by people with the ability to influence their jobs - consumers don't have that power over Chorus.

The point is made regularly here that you need to be very careful what you ask for, this is one of those times when enough care wasn't taken.

In the mean time, the work around has been stated, you simply order a new naked line be installed and then you can have it on the right day, but you do need to order that with enough lead time to get the job booked because it will involve booking an on site tech.





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  Reply # 709672 31-Oct-2012 09:01 Send private message

DonGould: [snip]

With 48% of the bb market, I suggest that it is easier for Telecom. If the leaving party is with Telecom and the gaining party is with Telecom then Telecom can just provision a service over the Chorus link and tidy up any paper work afterwards.



A good observation - I'd expect may explain the situation Bee observed, rather than any conspiracy between Telecom and Chorus (bring out those tinfoil hats...).

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