Problem getting new Skinny Fibre installed when moving house

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.

mattwnz

Wheelbarrow01