hi all,

I am having an interesting time trying to switch my supplier from Voyager to Spark.
Voyager are being really good, but Spark are not being 100% clear on their charges.

I am not sure if I am understanding the provisioning process incorrectly, or if they are not explaining the process, or being clear.

Am I way off the mark expecting not to be charged a 'connection' fee?

Conversation so far has gone like this, I have only copied the relevant bits, and kept out names.
Latest part of the thread first:




Me-
So. I do have a chorus connection with another RSP called Voyager.
Your team know this , as they told me to cancel the voyager disconnection order which was open and preventing you creating a Spark connection. Do you agree that, as I currently have a service with Voyager over the achorus network, then this would negate a connection fee?
Spark-
it means that if the tech goes out and finds the address has never had chorus service before it would mean a first time connection fee to get it connected to their network.



Me-
No... I am not paying new connection fees. This has already been discussed with another CSR earlier in the process.
Something doesn't sound right to me. Can you please difine what you mean when you say "if the premises never had services before"

Spark-
On this order, Ill ask for tech to advise Spark if this property had a previous connection before with us.

If yes, the connection fee charges will be changed to a free connection as per previous emails.

If No, New Connection fees for your area are $511.11, plus site visit by technician of $69
(Additional charge for cable (if this is not already in place from the roadside to your house), is $196 for up to 100m. If cable is required, then you would also be responsible for arranging trenching for this at your cost.)



Spark
We will let you know by text when the technician will be coming and he will also call you 30+ minutes prior to his arrival if he requires access to the property.
We just need you to cancel the disconnection with Voyager before we can go ahead with this

Me-
Please can someone let me know the day before the engineer comes out, so I can be there to put the dogs away so they dont escape?

Spark-
The technician will need to go to the local exchange to complete jumpering for the phone line. They should then be going to the property to check connection through to the ETP.
If this is all fine and good to go, then obviously the free reconnection stands.


Me-
Correct, it was transfield services for Chorus. I work for Enable Nerworks, so am aware of the provisioning process.
The engineer which may be sent out, is likely to be the same engineer which dealt with this line previously. Pleaee can you make enquiry as to the extent of engineer visit required, as I will not agree to $581 of unnecessary charges

Spark-
Telecom/Spark have no record of any connection through us to this premise for Voice or Broadband Service. We don't have our own technicians, as the Network is owned and operated by Chorus. As it is possible for other providers to use remote systems to connect up services, the Chorus technician on the first call out would need to determine if it is a New Connection or a Reconnection.

Me -
"This cant be right. Telecom service technicians connected the current ADSL services via the copper line. There is a telecom demarcation point at the house


Spark-
"
Secondly, it appears we have not had any connection to xxxxRd previously. Unfortunately, this would mean that the Free Reconnection of the phone line is not applicable. New Connection fees for your area are $512, plus site visit by technician of $69. Additional charge for cable (if this is not already in place from the roadside to your house), is $196 for up to 100m. If cable is required, then you would also be responsible for arranging trenching for this at your cost.