Switch VDSL provider.

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bmine2nyt

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#216587 4-Jul-2017 13:29

I need help with my broadband. Im an orcon VDSL subscriber my 12 months contract has been expired so i decided to switch to spark vdsl broadband.

I sign up with spark VDSL. Then i got confirmation of the installation date June 19 2017. Waited for almost 1 week spark did not take over the line. I got the spark modem 3 days after i sign up. so i called spark asking why the modem is not working. Spark rep says Orcon must disconnect the line 1st before they can install the new vdsl connection. I rang orcon asking to terminate my account. after 2 days orcon broadband is down. I send back the orcon modem to them. The problem is i receive email from spark that Broadband is not available at this time due to Broadband capacity being full. I dont know what to do now.

Thanks for your email!

Our broadband connection team got back to us and confirmed that Broadband is not available at this time due to Broadband capacity being full.

No further connections can be made until capacity is increased OR an existing Broadband customer cancels service.

Investigations are underway to increase the Broadband capacity.

I understand that it is disappointing not to be able to get connected ASAP, and we would definitely connect you if we could.

BB Waiters will contact you when they are provided with a timeframe. Please advise if you want to proceed.

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#1812562 4-Jul-2017 13:35

When you cancelled your broadband with Orcon, your port was given to the next person waiting for broadband. You're now at the back of the list of people waiting. You probably shouldn't have cancelled your broadband and should've asked for a transition instead. That's a bit too late now though, @hio77 help?

bmine2nyt

18 posts

Geek

#1812565 4-Jul-2017 13:41

DarkShadow:

When you cancelled your broadband with Orcon, your port was given to the next person waiting for broadband. You're now at the back of the list of people waiting. You probably shouldn't have cancelled your broadband and should've asked for a transition instead. That's a bit too late now though, @hio77 help?

Spark should tell me that the port is limited. Now i don't have internet in our house with 6 people using it.

hio77

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Lizard Networks

#1812578 4-Jul-2017 13:49

If this is a port waiting case, this really should have been done as an intact transfer.

There may not be much i can do if your line was released and given to another customer but happy to check things out.

DM me your account number or referance number you were sent from us and i'll do some digging.

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

DarkShadow

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#1812582 4-Jul-2017 13:57

bmine2nyt:

DarkShadow:

When you cancelled your broadband with Orcon, your port was given to the next person waiting for broadband. You're now at the back of the list of people waiting. You probably shouldn't have cancelled your broadband and should've asked for a transition instead. That's a bit too late now though, @hio77 help?

Spark should tell me that the port is limited. Now i don't have internet in our house with 6 people using it.

Spark may not have known about the port water situation either, because Chorus only sometimes tell the ISP in advance.

smalltrader

174 posts

Master Geek

#1812590 4-Jul-2017 14:15

There must be a comms and a process issues somewhere. Perhaps Chorus did not communicate the limited ports situation to the RSP. Also perhaps Spark should not send out a confirmation date without knowing that there is a port available or not.

As a consumer, people are used to electricity supplier switching where you are always connected while the switching is taking place in the background. With copper broadband, a port actually has to be connected at the cabinet and the cabinet may have limited capacity and there may be a waiting list already. Information has to come from Chorus -> RSP -> Consumer. Otherwise this can leave a sour taste.

Are other alternatives available - Wireless or Fibre broadband ?

hio77

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Lizard Networks

#1812605 4-Jul-2017 14:25

This has been followed up in private, There are a few reasons this could have happened.

@DarkShadow has pointed out one of them, another relates to if the correct details for transferring a connection is not available for some reason.

Checking availability, the OP used to have an 18mbit connection. In the meantime, ADSL would be close on that... 4G is also completely available

Otherwise, Fibre! i have not directly offered this to the OP as leadtimes may be a little longer than an interm solution to get connectivity (which is the painpoint here, I'd love to push fibre)

Fibre is all ready to be installed, Consent is already given for the location!

#include <std_disclaimer>

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richms

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#1812619 4-Jul-2017 14:44

Also if they were on an unbundled connection with orcon then chorusses lack of ports would not matter one bit to an orcon connection. Know someone caught out by that in the past.

Richard rich.ms

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hio77

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#1812639 4-Jul-2017 15:22

richms:

Also if they were on an unbundled connection with orcon then chorusses lack of ports would not matter one bit to an orcon connection. Know someone caught out by that in the past.

Although UCLL on WVS is very rare to say the least.

For this customer, i have confirmed their Chorus SAM was in use till the transfer.

Downsides of any sort of terminate sadly, although BB Waiter situations are Kinda rare.

#include <std_disclaimer>

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bmine2nyt

18 posts

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#1812681 4-Jul-2017 16:35

What happened in my case is SPARK Requested me to disconnect my VDSL from Orcon Broadband. I never did this when i switch ISP before. ill inform my old ISP if the new connection is now working. Result i lost my VDSL Port.

Wireless Broadband is not an option my monthly Data consumption 600 to 800 GB.

Fibre is almost 13 months waiting, Consent just gained 3 weeks ago. So build process will start anytime. But still no time frame. maybe it will take about 3 months. Anyone from chorus can fast track this. Help please...

so for now no internet for me and my flatmates.

signing off.....

Linux

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#1812707 4-Jul-2017 16:39

Wireless is an option you will just need to change usage pattern

Linux

hio77

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#1812814 4-Jul-2017 19:16

VDSL ports can be added, it is a question of if this will be done or not and what timeline...

In a fibre area, this can be a little more difficult to come by.

Being a flat, i wouldn't advise Wireless.

As discussed, i'd be looking at an ADSL line fornow atleast you will have internet again!

#include <std_disclaimer>

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sbiddle

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#1812882 4-Jul-2017 21:14

VDSL port waiter is typically 14 days or so in the Chorus world to see a linecard fitted / swapped out.

I still don't understand why the OP did an Orcon disconnect and then a new Spark connection rather than a transition. This is certainly not the normal way to move providers. You never contact the LSP first and this thread can simply join the hundreds of other such threads on here with issues such as this caused by doing this.

quickymart

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#1812951 4-Jul-2017 22:27

bmine2nyt:

DarkShadow:

When you cancelled your broadband with Orcon, your port was given to the next person waiting for broadband. You're now at the back of the list of people waiting. You probably shouldn't have cancelled your broadband and should've asked for a transition instead. That's a bit too late now though, @hio77 help?

Spark should tell me that the port is limited. Now i don't have internet in our house with 6 people using it.

Spark wouldn't have known that when you placed the order - a transition would have been a much better option.

sbiddle

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#1812955 4-Jul-2017 22:31

bmine2nyt:
DarkShadow:

When you cancelled your broadband with Orcon, your port was given to the next person waiting for broadband. You're now at the back of the list of people waiting. You probably shouldn't have cancelled your broadband and should've asked for a transition instead. That's a bit too late now though, @hio77 help?

Spark should tell me that the port is limited. Now i don't have internet in our house with 6 people using it.

Spark have no knowledge of this.

Ultimately the issue was caused by you disconnecting your Orcon service rather than proceeding with a standard transition.

Linux

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#1812964 4-Jul-2017 22:45

Lucky you are not on a Conklin cabinet I have heard of port waiters exceeding 700+ days

Linux

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