Problem getting new Skinny Fibre installed when moving house

Forums › Spark New Zealand (including Skinny and BigPipe) › Problem getting new Skinny Fibre installed when moving house

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farcus

1554 posts

Uber Geek

#2825148 6-Dec-2021 17:41

mattwnz:

I have just spoken to Chorus abut this and they have told me that Skinny @sparknz are wrong and it was misleding what they told me. They said they can order it now or they can put an order through on the xtra day so connection occurs on the 16th. The guy said he previously worked for @sparknz so knew that it could be done and what Skinny were telling me was not correct. Unfortionalety Skinny don't reply to emails, and can only use Live Chat. I have asked for it to be escalated but they said they would forward it through to a manager to look at the livechat. Not good customer service from Skinny @sparknz. The guy from @chorusnz suggested I change to another ISP but I have already signed a contract and been billed for the modem. I did ask @chorus to write me an email confirming this so I could send to Skinny to finally get it sorted, but they said they couldn't.

did you try calling skinny? Their telephone support is pretty good.

mattwnz

20141 posts

Uber Geek

#2825150 6-Dec-2021 17:43

Their contact page doesn't list any phone number just online methods Contact Skinny | We Can Help | Skinny NZ

farcus

1554 posts

Uber Geek

#2825262 6-Dec-2021 20:01

mattwnz:

Their contact page doesn't list any phone number just online methods Contact Skinny | We Can Help | Skinny NZ

The page you link says . . .
"Monday to Friday: 9:00am - 5:30pm (support available via Phone)"
But they don't provide the phone number
looks like they are making it harder to find but it still works . . .
0800 475 4669 (0800 4 SKINNY)

mattwnz

20141 posts

Uber Geek

#2825402 6-Dec-2021 22:44

Thanks. Yes I don't think they want people phoning based on the number not being easy to find. I only found it on their compliants page with info about making a compliant to the TDR.

Wheelbarrow01

1723 posts

Uber Geek

Trusted

Chorus

#2825420 6-Dec-2021 23:49

For the sake of clarity....

Disconnections: If the outgoing customer has placed a disconnection order with their RSP, then that disconnection order has priority (right of way) and the incoming customer/RSP must simply wait for the ONT to clear on the due date before their activation order can be placed. Chorus cannot force that RSP to complete their disconnection early, and unfortunately due to system limitations, orders cannot be stacked (meaning you can't have a disconnection order open with one RSP and a new connection order open with a different RSP at the same time - except in a Connect & Replace scenario [see below]). The only way around this is if the outgoing customer calls their RSP to either disconnect early, or cancels the disconnection entirely to allow a Connect & Replace (see below). Bear in mind however that such action may jeopardise the smoothness of their own move of address, meaning their RSP may simply refuse to cancel their disconnection order.

Connect & Replace: If the outgoing customer has not placed a disconnection order by the time a new occupant takes possession of the property, then the existing connection is deemed to be 'abandoned', and the incoming customer/RSP can place a Connect & Replace order to proactively disconnect the incumbent connection and replace it with the incoming customer's connection. But this cannot be done if a disconnection order for the incumbent customer already exists (they have right of way).

Transfers: Asking your RSP to "transfer" the existing connection into your name is not appropriate in this scenario. Transfer orders should only be used where a single customer wishes to change from one RSP to another RSP. It should not be used for one customer to 'take over' an existing connection belonging to another customer (although it sometimes is used that way in error). Regardless, a Transfer order cannot be placed where a disconnection order already exists (they have right of way).

Multiple Primaries: Early next year, Chorus will make it easier for RSPs to connect a primary offer on Port 2 of an ONT (Multiple Primaries), however this service is not available yet. Some RSPs will activate a secondary offer profile on Port 2 today, but most will not. Multiple Primaries will not be a silver bullet in all scenarios - for example, where both RSPs use ATA for voice but the ONT only has a single ATA port).

In the original post, the OP stated "Skinny have said I need to wait for the disconnection before they can process the order, and then there will be downtime. I potentially could have to wait weeks without an internet connection". This is factually incorrect. Chorus can (and routinely do) reactivate any ONT with a new connection in as little as 2 business hours following completion of a disconnection order. The speed at which your ONT can be reconnected for you merely relies on someone at Skinny running your activation order in a timely manner - something I would hope they have a process for dealing with.

Skinny will already be able to see the exact date and time that the existing connection is due to terminate, and the OP has already stated that the existing occupant's connection is due to be terminated the day before they move in. So all Skinny needs to do is submit your activation order to Chorus on the morning you move in, and you'll be connected before you've even finished unloading your furniture from the moving van.

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

mattwnz

20141 posts

Uber Geek

#2825424 7-Dec-2021 00:19

Thanks that does clarify things and makes sense, and it does seem to differ from what Chrous told me earlier today.

Makes me wonder why Skinny couldn't explain and do this. It appears they should have just told me that they would submit a connection order on the morning of the 16th, and it would just mean a few hours of downtime while it got connected up. Instead Skinny sent me an email warning me that I could be waiting some time without a connection unless I got the disconnection order cancelled by the existing owner, as they could only start the entire order process after the disconnection order had been processed. Due to it being very busy with christmas around this time and people going on holiday etc, it was unknown how long the connection could then take. As as a consumer I don't know the processes they need to follow with a connection, except I do know some of the issues and delays that occurred when getting a new fibre connection on a new build.

Then Skinny told me what the existing owner needed to do to get the 'disconnection order' removed, which the owners tried to do, but their ISP wouldn't allow it it occur. But it sounds like that could have been risky to the current owners. So they probably shouldn't have told me to do any of that, as it doesn't sound like it was needed.
It therefore appears that as long as Skinny just placed the order on the morning of the 16th after the disconnection on the 15th, then there wouldn't have been any problem and should be live by the end of the day, as long as they have someone there who can process things swiftly, so I hope they do have someone there who does process them swiftly.

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