PSA: Voyager's 30 day notice period.

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myfullflavour

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Full Flavour

#3054637 25-Mar-2023 22:51

Wheelbarrow01:
In a DSL transfer scenario, the Losing Service Provider does not receive any advanced notice of the churn. A notification to the LSP is only sent upon completion of the churn. Many years ago it was my job to process all the incoming losing service provider notifications for Telecom/Spark, so I know the process well. These notifications are sent via Wireline and require an acknowledgement from the LSP.

Also worth mentioning that the copper provisioning system only allows a single service order on.

Perhaps things have changed or broken, we get zero notification of a churn and at
no point do we need to acknowledge anything.

The exception is in an abandonment scenario eg new person moves to the property and the previous occupant forgot to cancel their broadband.

Wheelbarrow01

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Chorus

#3054638 25-Mar-2023 22:52

[EDIT: sorry I didn't see your post above before posting this - I'll get in touch 😃]

myfullflavour: We don’t get notified for many types of churn scenarios.

- copper churn, no notification.
- port 2 activation, no notification
- technology change eg fibre to 5G/4G fixed wireless

Hmmm, not to be that guy, but I must protest, at least a little.

Full Flavour should be getting copper churn notifications - at least for DSL. Chorus sends these to all RSPs by default. If FF aren't receiving them you might want to speak to your Chorus account team, but they are readily available to view in Wireline (and given that I work for Chorus, I can actually see some for FF in there).

Port 2 activation notifications are a bit hit and miss - it's actually up to the RSP who issues the second port connect order to decide whether they want the Port 1 RSP to receive a notification or not. Unfortunately it seems many RSP agents don't know this so they never change it from the default setting - which is NO:

As for technology change, you are correct - the only notification you'll receive is from your customer asking you to disconnect the fibre service. Although if there's a PSTN voice service involved and that is being ported you may receive a notification for that - but I'm unsure.

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

myfullflavour

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#3054639 25-Mar-2023 22:55

Heh. Something to ask our SDM about on Monday, as we’ve never received an email notification (unless we are expected to check in wireline somewhere each day!)

Wheelbarrow01

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#3054640 25-Mar-2023 23:08

Stu: Perhaps in these situations, the gaining RSP should be advising their new customer that it's all on them to notify their old provider they're leaving?

Oh I could talk about this until the cows come home. Below is an extract from the copper transfer code I referenced in my earlier post:

[EDIT: added the word "copper" to transfer code. This code does not appy to fibre services (that is governed by other codes)]

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

Wheelbarrow01

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#3054641 25-Mar-2023 23:14

myfullflavour: Heh. Something to ask our SDM about on Monday, as we’ve never received an email notification (unless we are expected to check in wireline somewhere each day!)

Yea as I mentioned in my PM to you it's been a very long time since I used to process all the LSP notifications for Spark (circa 10+ years), so I honestly can't recall if they are emailed out. But they are available to view in Wireline for sure 😃

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

insane

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2degrees

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#3054875 26-Mar-2023 11:33

myfullflavour: Heh. Something to ask our SDM about on Monday, as we’ve never received an email notification (unless we are expected to check in wireline somewhere each day!)

This is why telcos have built very sophisticated provisioning applications with hooks into each of the LFCs so that agents/systems are automatically notified. Using the wireline interface directly would be a last resort.

It's quite possible for the same reasons that some ISPs don't flag port 2 disconnections as it just depends of the user journey they have built for their staff/customers that abstracts the raw wireline view.

I think the OP was really asking for some grace as a long-standing customer who has probably recommended the RSP on many occasions. It would only cost the RSP a months charge, but now due to stubbornness and this thread have probably lost potential future customers.

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Bung

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#3054880 26-Mar-2023 12:02

Does the 30 days notice have to be fixed to the end date? When we sold up in Wellington our ISP had a 30 day clause but seemed happy enough to take advance warning and leave end date to be advised. When the house sold we got a pro rata refund.

rugrat

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#3054897 26-Mar-2023 14:11

When someone pays for up to a month with no service (as getting it from different ISP) who gets the money?

Does Chorus charge the ISP month in advance even though no service to final customer, or does the charging to ISP stop and the ISP is pocketing the extra money?

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