Landline over copper only being phased out.

Forums › Spark New Zealand (including Skinny and BigPipe) › Landline over copper only being phased out.

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windtow

11 posts

Geek

#3178197 5-Jan-2024 22:20

Once its disconnected there is no guarantee you can keep your number

If a decision isn’t made mid Jan get it moved to customerlink and divert to mobile.

I read you can only divert to a mobile phone if you're a business customer.

richms

28198 posts

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#3178198 5-Jan-2024 22:24

windtow:

Once its disconnected there is no guarantee you can keep your number

If a decision isn’t made mid Jan get it moved to customerlink and divert to mobile.

I read you can only divert to a mobile phone if you're a business customer.

Customerlink is a "business" service but anyone can buy it. The thing is that moving it to customerlink with spark means that you are not porting it at that time, so there is no worry about losing the number when the analog line goes dead and the number being irrecoverable, which if it was ported to spark then it will probably go back to the source company.

When I looked into it for a friend who wanted to keep their number because so many olds had it, the rate that it charged to call mobiles was absurd which made it a non-stater and taking the number to 2talk was a much smarter option.

Richard rich.ms

Wheelbarrow01

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Chorus

#3180382 11-Jan-2024 09:45

windtow:

@Wheelbarrow01 is looking into it. He has passed it on to the manager of the Copper Withdrawal team, however, due to it being the holidays he said it might not get looked at. So he has made a note to follow up when he returns to the office on January 10. Not really sure what they could do, however, it is inevitable that the cut-off date will be extended, are I suspect a few people haven't got fibre installed yet.

Originally Spark mailed out information and advertised wireless as one option, however, this wasn't correct as it wasn't available. This confused people, as people were aware of neighbours who were on wireless but they couldn't get it. I believe the network is at capacity as certain Spark call centre workers claim this, however some don't know or don't say the reason. Often the call centre workers suggest you go to a physical spark store to sort it out.

The current cut-off date is in February 2024, there are still a few people in the area I know of who haven't installed fibre yet or are still deciding. There are probably more people that I am not aware of. A few residents have lived in their houses since they were built in the 1960s. My grandmother has accepted the fact she will get fibre installed, but we haven't booked any dates yet.

Today I have spoken to a member of the Spark withdrawal team, and have asked them to call this end user asap to discuss the situation, answer any questions and advise what her options are.

In general terms, it should be noted that Chorus provide at least 3 notices regarding the withdrawal date (and the applicable retail service provider usually also makes some form of contact directly with each affected customer). If a customer ignores all notices/contact and chooses to take no action, then the withdrawal is likely to proceed on the date advised, and copper services will be disconnected.

If an affected customer has placed a fibre order, but fibre cannot be installed by the deadline, then and only then will the deadline for that specific customer be extended, and we will try to expedite the fibre installation as best we can.

The comment I have highlighted above is not correct at all. No customer affected by copper withdrawal should rely on the withdrawal date being extended. I would urge all customers who receive a copper withdrawal notice to take action and discuss alternative options with their retailer at their earliest opportunity.

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

Wheelbarrow01

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Chorus

#3180560 11-Jan-2024 13:34

Just closing this one out, Spark have now spoken to the affected customer and placed a fibre installation order. We'll work with Spark and their customer to get the installation completed and the voice service will then be migrated from copper to fibre.

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

windtow

11 posts

Geek

#3180718 11-Jan-2024 20:58

Wheelbarrow01:

Just closing this one out, Spark have now spoken to the affected customer and placed a fibre installation order. We'll work with Spark and their customer to get the installation completed and the voice service will then be migrated from copper to fibre.

We seem to be sorted now. Thanks @Wheelbarrow01

Should be a simple install.

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