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Topic # 189098 16-Dec-2015 21:18
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Hi, I'm having problem to find out how LPS (Loosing Service Provider) notification works.  Because it brings disputation of my finial invoice with Compass Communications. I was wondering if I could get some advice here.

I have changed service provider from Compass Communications to another provider.  The service was switched from 15 Oct 2015, a Chorus's technician came onsite to do the job.  When I received a monthly invoice from Compass on 02 Nov 2015, I phoned Compass and told them I have switched to other provider, they advised me that I still have to pay until 02 Dec 2015 as I should give them 30days notes.  According to number 18 of the General Term & Conditions at Compass website http://www.compass.net.nz/terms-conditions-at-home-customers.html, "If you move a service from Compass to another provider without notifying us we will continue to charge you for that service for 30 days from the departure of the service.", therefore in my situation, the 30 days should be around 16 Nov 2015, but they said no, simply because I advised them the departure of the service was on 02 Nov 2015, and they do not receive LPS (Loosing Service Provider) notification from my new provider. I told Compass they shouldn't charged me the late fee as the invoice is still in disputed status. Also I have talked to Compass in regards of the invoice long before the due date. The late fee should be erased.  But they say no, the late fee should apply as the invoice is overdue.

Anyway, would anyone explain to me what involve in a "switch over" procedure and how the LPS notification works. Does the provider's system will automatic generate the LPS notification after Chorus's technician change the provider for my phone line at the switch broad?  Thanks in advance.

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  Reply # 1451938 16-Dec-2015 21:56
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Chorus generates the LSP notifications. They're sent to the old (losing) provider when the order to connect the new provider is completed. This is only the case if the new provider takes over an existing service. If the new provider runs a new connection, separate to the existing service with the old (losing) provider no LSP notification will be generated/sent.

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  Reply # 1451987 17-Dec-2015 05:49
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xDSL or Fibre?



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  Reply # 1452654 17-Dec-2015 21:27
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It's ADSL. In my case I don't know if the new provider takes over an existing service or the new provider runs a new connection.  Because I only had naked broadband with Compass but I have landline and broadband with the new provider.

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  Reply # 1452723 17-Dec-2015 22:33
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itlearner: It's ADSL. In my case I don't know if the new provider takes over an existing service or the new provider runs a new connection.  Because I only had naked broadband with Compass but I have landline and broadband with the new provider.


Is it an actual Landline or is it VOIP (Voice Over IP) ie phone plugs into modem and modem plugs into the wall or do both plug into the wall


Also this could have been avoided if you had just rang Compass and told them you were switching providers and given them a date for switch over 

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  Reply # 1452785 18-Dec-2015 06:49
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I posted this in a very similar thread a few days ago which is very similar to the hundreds of other such threads on here.

Moving providers is complex. My very simple advice is as follows:

You should *never* contact your LSP before you move. You should only contact the gaining provider. Once the new connection is changed over you should then contact the LSP.

If your old provider wants 30 days notice you may have to pay twice for the first month. My very simple advice is to simply suck it up an pay this. If you don't the problems that can (and will result on a very regular basis) is a loss of service between providers.



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  Reply # 1452970 18-Dec-2015 13:15
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Lorenceo: Chorus generates the LSP notifications. They're sent to the old (losing) provider when the order to connect the new provider is completed. This is only the case if the new provider takes over an existing service. If the new provider runs a new connection, separate to the existing service with the old (losing) provider no LSP notification will be generated/sent.


I Agree with the above. Did your new provider ask you to provide your account name and account number from the old provider? If not, it is likely they just requested a brand new install, and the old naked DSL connection is likely still connected to the address but just cut off at the termination point on the side of the house, in which case no LSP notification will have been generated.

If they had actually requested a transition of existing service from the old provider to them, no tech visit would have been generated as it would not have been required - you simply would have had to plug a phone and DSL filter into any existing jackpoint for the phone to start working.

This certainly seems like a new connection, not an LSP request. The quickest way to know for sure is for someone with Wireline access to check if there are still two DSL ASIDs connected at the address. I can do this if the OP wants to PM me the address.






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



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  Reply # 1453204 18-Dec-2015 20:15
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My new provider did ask me provide my account name and account number from the old provider. However, a Chorus's technician went to the exchange to do the job.  So don't know it's a brand new install or transition of existing service.

Wheelbarrow01, according to Compass, my discontinued date is 02 Dec 2015, but I am NOT using Compass' service since 15 Oct 2015, do you think you still can check if two DSL ASIDs connected at the address?  What is OP and PM?

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  Reply # 1453209 18-Dec-2015 20:26
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sbiddle: I posted this in a very similar thread a few days ago which is very similar to the hundreds of other such threads on here.

Moving providers is complex. My very simple advice is as follows:

You should *never* contact your LSP before you move. You should only contact the gaining provider. Once the new connection is changed over you should then contact the LSP.

If your old provider wants 30 days notice you may have to pay twice for the first month. My very simple advice is to simply suck it up an pay this. If you don't the problems that can (and will result on a very regular basis) is a loss of service between providers.




That is probably not very good for the consumer though, as that would mean ISPs are making more money than they should be making, if being charged for the same service with 2 providers at the same time. Surprised Consumer haven't got into this, and a proper system that prevents this is introduced. I don't believe it occurs in the electricity sector, but maybe wrong. If t is difficult and costly to move between providers for a consumer, then it frustrates competition, as some consumers may want to change regually.

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  Reply # 1453212 18-Dec-2015 20:34
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mattwnz:
That is probably not very good for the consumer though, as that would mean ISPs are making more money than they should be making, if being charged for the same service with 2 providers at the same time. Surprised Consumer haven't got into this, and a proper system that prevents this is introduced. I don't believe it occurs in the electricity sector, but maybe wrong. If t is difficult and costly to move between providers for a consumer, then it frustrates competition, as some consumers may want to change regually.


The Internet is nothing like electricity. Electricity has a single cable coming into your home controlled by a lines company and in effect carrying everybody's electricity regardless of your retail provider.

A DSL connection can either be a churn of the existing connection, a new connection on an intact pair, or a new connection onto a new pair. Every ISP has different ways of doing things, and because of the way people deal with disconnections an ISP has to be flexible.

If you lodge a disconnection for example with your ISP your new ISP can't lodge a new connection on the same connection until the disconnect service order is completed. For this reason many new connections are a new connection so the LSP will receive absolutely no notification of the "churn".

The systems are in place. The systems are complex, and there aren't simple solutions. Consumer couldn't add anything to this other than to be completely honest recommending exactly as I have done above.


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  Reply # 1453213 18-Dec-2015 20:40
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itlearner: What is OP and PM?


You are OP. PM is private message, you send this by using the Options button under Wheelbarrow01's name

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  Reply # 1453231 18-Dec-2015 20:49
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Wheelbarrow01:
Lorenceo: Chorus generates the LSP notifications. They're sent to the old (losing) provider when the order to connect the new provider is completed. This is only the case if the new provider takes over an existing service. If the new provider runs a new connection, separate to the existing service with the old (losing) provider no LSP notification will be generated/sent.


I Agree with the above. Did your new provider ask you to provide your account name and account number from the old provider? If not, it is likely they just requested a brand new install, and the old naked DSL connection is likely still connected to the address but just cut off at the termination point on the side of the house, in which case no LSP notification will have been generated.

If they had actually requested a transition of existing service from the old provider to them, no tech visit would have been generated as it would not have been required - you simply would have had to plug a phone and DSL filter into any existing jackpoint for the phone to start working.

This certainly seems like a new connection, not an LSP request. The quickest way to know for sure is for someone with Wireline access to check if there are still two DSL ASIDs connected at the address. I can do this if the OP wants to PM me the address.




If the tech came to your house and poked around with the house wiring then it could've been a new connection. Other than that exchange visits are required when moving to/from LLU equipment. Compass do sell over LLU so this is likely the case here.

As sbiddle said, the 'best' option is to say nothing to your current provider and wait until your new provider is done. you can end up paying more but it will go considerably smoother. if you have a cancellation in flight from your old provider it can cause all sorts of drama in your transition (delayed provisioning, disconnected services, new install costs for second lines etc).

Most ISP's terms and conditions state you have to contact them re: cancellation and require a 30 day window. Whether or not Chorus Notifications can be considered a customer notification though is a bit of a grey area - especially given that fibre ASIDs have not been placed into wireline since February.



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  Reply # 1453257 18-Dec-2015 21:51
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The tech came to my house was after the new service has been established (on the same day). Before he came, he told me on the phone he doesn't need to access to my house, he done the job at the exchange. 

Anyway, I don't change internet service provider often, but this change gave me a lesson.  I agree with sbiddle, the 'best' option is to say nothing to the current provider and wait until the new provider is done. Can end up paying more but it will go considerably smoother.  The customer has to remember contact the old provider for the departure ASAP once the new connection is changed over, try to minimize the time frame. 

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