Chorus incorrectly disconnected us how long before we get connected?

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simian

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#277314 7-Oct-2020 14:56

We are moving house later this month and it seems the people moving here put in a transfer request too early and instead of checking with Spark they just cut us off and gave it to another provider.
Spark is trying to get it fixed through Chorus but is basically waiting on them.
I tried calling Chorus direct and all they would do is say they are working on it but couldn't say when it would be fixed.
Anyone have a similar experience? How long before it got fixed it's 24 hours so far.

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#2580695 7-Oct-2020 15:01

Question I wonder if the new people moving to your address put a connection request, Chorus saw there was an active connection, sent an abandonment notification to Spark and Spark didn't respond in the required 5 days?

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

Linux

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#2580700 7-Oct-2020 15:20

@simian

https://www.spark.co.nz/help/internet/manage/connection-promise/

hio77

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#2580744 7-Oct-2020 16:17

nztim:

Question I wonder if the new people moving to your address put a connection request, Chorus saw there was an active connection, sent an abandonment notification to Spark and Spark didn't respond in the required 5 days?

Extremely rare that would happen.

The team that look after these at spark used to hound me if a notification got misplaced. They are extremely proactive...

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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.

simian

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#2580753 7-Oct-2020 16:34

Linux:
@simian

https://www.spark.co.nz/help/internet/manage/connection-promise/

we don't have spark mobile.

nztim:
Question I wonder if the new people moving to your address put a connection request, Chorus saw there was an active connection, sent an abandonment notification to Spark and Spark didn't respond in the required 5 days?

Nah when it went out it hadn't been 5 working days since we sold the house.

nztim

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#2580755 7-Oct-2020 16:37

simian:
nztim:

Question I wonder if the new people moving to your address put a connection request, Chorus saw there was an active connection, sent an abandonment notification to Spark and Spark didn't respond in the required 5 days?

Nah when it went out it hadn't been 5 working days since we sold the house.

Then the new RSP has churned it

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#2580758 7-Oct-2020 16:42

Hope you are not connected to a Conklin cabinet then zero chance as you will then be a port waiter

Behodar

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#2580784 7-Oct-2020 17:55

Do Conklins still exist? I think I read something a few months ago about getting rid of the last of them.

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nztim

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#2580792 7-Oct-2020 18:04

Behodar:
Do Conklins still exist? I think I read something a few months ago about getting rid of the last of them.

There is still a lot of very remote stuff that is PCM or fed via E1 (no fibre)

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Behodar

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#2580794 7-Oct-2020 18:06

Ah. Well, statistically, OP is probably on something modern :)

darylblake

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#2580805 7-Oct-2020 18:34

If it was chorus fibre, it was probably ordered incorrectly.
If its copper, then who knows.

gehenna

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#2580807 7-Oct-2020 18:39

simian:we don't have spark mobile.

Get an open term SIM until you don't need it anymore.

Wheelbarrow01

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Chorus

#2580939 7-Oct-2020 21:59

Are we talking about a copper or fibre connection that has been cut off?

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simian

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#2580940 7-Oct-2020 22:04

Fibre.

Wheelbarrow01

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#2580945 7-Oct-2020 22:15

simian: Fibre.

Can you flick me your address details in a DM please? I'll check what's happening with it and give it a shunt if I can.

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Wheelbarrow01

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#2581251 8-Oct-2020 11:51

Back up and running now. The new owner's RSP unfortunately did not follow the correct process. They should have used the Connect & Replace process which would have sent a notification to Spark which they would have then had time to approve or reject..

However in this case, the new owner's RSP ran a transfer and after a few attempts they correctly guessed the name of the current RSP, meaning the transfer to the new owner went through the same day. I have raised this as a training issue with the RSP concerned as the transfer process should only be used when the existing customer is changing RSPs - it should not be used in a move of address/abandonment situation.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

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