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Forums › Snap › Broadband account dispute with Snap
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wjw

150 posts

Master Geek
  Reply # 308371 17-Mar-2010 16:33 Send private message

If you read snap's reply you'll see that a NEW connection was installed. So the guy had TWO DSL connections.

RalphFromSnap:
your new provider provisioned a new connection instead of transitioning the existing one. 


Yours was a transfer, so you never had two active connections.


Lurch: 

Case in point my recent move back to Telecom, Telecom transferred the account over and advised that they would inform Orcon. 
 

387 posts

Ultimate Geek
  Reply # 308372 17-Mar-2010 16:34 Send private message

i had a similiar problem with an old slingshot dialup account, i asked for a disconnection and was told it had been done, then over a year later i noticed i was still being charged for it(direct debit)
the charge only came through to my account once every 3 months so it had managed to escape my notice. when i took the issue up with slingshot they told me they had no record of the disconnection and despite the fact that they could see there had been no usage since the time i said i had called they refused to even consider a refund. there doesnt seem to be any way to contest these things, pretty much you just have to live with it. it hasnt entirely put me off slingshot but it has put me off direct debit haha




this is where a signature goes



50 posts

Geek
  Reply # 308434 17-Mar-2010 18:50 Send private message

RalphFromSnap: Hiya,

In some cases we may refund customers if they honestly forgot to tell us they were moving to companies and after the transition was completed we incurred no extra cost. In this case, your new provider provisioned a new connection instead of transitioning the existing one. Our service, if you were to switch over the copper pair attached to your internal jack points would still be there and working (well, until we RQ'd it earlier today).

Snap was still providing you service and still incurring the full cost of the port fees in order to do so. This is why Snap (and all other ISPs) require notice from our clients when they disconnect, not because we failed to see the winback, but to ensure both you and us cease being billed for the connection.

I hope this clarifies what happened here, it can sometimes be quite a nasty situation.

Cheers,

Ralph.


Thanks for the reply Ralph, that clears things up a bit anyway.  I wondered why they needed to send out a technician to change something at the exchange.  I might check with Slingshot to see if they can come up with the goods since they did things the 'wrong' way. 

Regards
Ross

677 posts

Ultimate Geek
  Reply # 308505 17-Mar-2010 22:07 Send private message

wjw: If you read snap's reply you'll see that a NEW connection was installed. So the guy had TWO DSL connections.

RalphFromSnap:
your new provider provisioned a new connection instead of transitioning the existing one. 


Yours was a transfer, so you never had two active connections.


Lurch: 

Case in point my recent move back to Telecom, Telecom transferred the account over and advised that they would inform Orcon. 
 


Correct, but it should have been a transfer instead of a new connection but it was mishandled. Mistakes happen I guess.

355 posts

Ultimate Geek
  Reply # 308574 18-Mar-2010 04:25 Send private message

The world if ISPs really is like the wild west. What you have to do varies depending on who you're transferring to/from.

When a consumer changes power companies, the process is clear. You don't need to notify your old power company, it's all taken care of. It's about time the Commerce Commission stepped in and defined a clear protocol that applies when changing ISPs in all cases.

Not all consumers are geeks. Changing ISPs is currently a process full of the kind of confusion that would bring a smile to ms Gatung's face.




Jonathan Mosen
Tweeting when Twitter is up, at
http://www.twitter.com/JonathanMosen

393 posts

Ultimate Geek

Trusted
Snap Internet
  Reply # 308586 18-Mar-2010 07:56 Send private message

These processes are quite clearly defined - not like the Wild West at all. Part of these process is allowing for people to have multiple DSL connections to one building - there are plenty of people in this forum that have a connection with an ISP and an additional connection with another. What happened here is the new ISP provisioned a 2nd circuit instead of transferring the first connection as per the customers wishes, and sadly may even bill for the techs time to change over the copper pair connected to the internal wiring.

Cheers,
Ralph.




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