Moved house - no ADSL broadband. Can someone from Spark help?

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Forums › Spark New Zealand (including Skinny and BigPipe) › Moved house - no ADSL broadband. Can someone from Spark help?

qwertee

709 posts

Ultimate Geek

Lifetime subscriber

#206174 13-Dec-2016 08:49

I moved house last week on Friday 9th Dec and got my telephone line working, but not my broadband on ADSL

My telephone number did change, as I was moving from Upper Riccarton to Broomfield CHCH.

Order number is 7304236

Kept ringing spark many times and I get the foll:

Unable to connect due to an outage at Chorus

Unable to connect as previous tenants have not disconnected their service.

Called again today Tuesday 13, Dec and they raised another order number 7564589 - this means a new telephone number

and service will be provided on 16 Dec.

Tried escalating this to the complaints department and someone was supposed to contact me, didnt happen!

Very frustrating . Can someone from Spark help please?

Thanks

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Wheelbarrow01

1723 posts

Uber Geek

Trusted

Chorus

#1686968 13-Dec-2016 11:15

I have got someone looking into this now for the OP.

Essentially the previous occupant did not simply move their service out - they chose to port their existing phone number to another provider and move address at the same time, which is notoriously prone to failure or at least delay. I can see their phone is gone from the address, but their DSL has been left behind, and so far Chorus have been unable to get permission from the old provider to disconnect it - most likely because the old provider is not even aware yet that their customer has changed providers and moved the phone to another address.

This explains why the OP's new phone number is already working at the property, and also why Spark are facing a delay while we sort the DSL issue out. A Spark frontline rep has issued a full installation order for a second line and DSL just in case the situation with the first line cannot be resolved in a timely manner.

The OP should expect an update from Spark later on today.

Thanks,

Simon

Spark Platforms

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

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