Broadband disconnection

Forums › Spark New Zealand (including Skinny and BigPipe) › Broadband disconnection

bagheera

539 posts

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#118973 15-May-2013 14:33

we buying a house and trying to get boardband installed, but due to telecom call center only putting in the phone disconnection for the vendor, not both phone & boardband, we can not put our connection order in till settlement date & then put abandonment order, wait 1 - 2 day then a new connection order and wait upto 2 week for that. what a really <instert word that can not be said here> system. Have ask the vendor 3 time to call the call center and ask for both phone and boardband disconnected and she get told as soon as phone is disconnected the boardband is, and snap say they can not do anything due to only phone getting disconnected &^%$^%

sbiddle

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#820111 15-May-2013 14:38

A line can only have a single provisioning order on it at a time. That's just how the world works, and would get very confusing if it worked in any other way.

If the current person in the property has lodged a disconnection notice a new order can only be put in once that disconnection has occured.

johnr

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#820113 15-May-2013 14:43

As above this is the way the system works

cisconz

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#820121 15-May-2013 14:50

Or get it installed on a second line

Hmmmm

bagheera

539 posts

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#820144 15-May-2013 15:27

have to say a system that can not handle party a moving out on x date and party b want to have their connection on the same or next day is a broken system with all the people that move each week in the country, and be told sorry you can not have internet for up to 2 week after move in day just wrong.

cisconz

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#820181 15-May-2013 16:20

bagheera: hHave to say a system that can not handle party a moving out on x date and party b wanting to have their connection on the same or next day is a broken system, with all the people that move each week in the country, and be told sorry you can not have internet for up to 2 weeks after move in day is just wrong.

Now that that is out of my system.

If the OP had requested a connection / churn prior to the old owner moving out then their service order would be on the line first. That is what I did in my house and it worked fine. No delays, no headaches.

Hmmmm

chevrolux

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#820188 15-May-2013 16:40

The fact is they say 2 weeks just because that is the max time it might take. In reality after the POTS is connected it only takes 24-28 hours for DSL to get connected.

if you ask for phone & broadband to be connected at the same time however it can take a bit longer - I don't know why.

I have worked on Chorus provisioning and know what a mess providers can make of it by firing connection down to the provisioning team just to keep a grumpy customer happy and then it takes even longer to get the grumpy one connected because it's all screwed up. Snap have told you the correct information.
In saying all that though.... ICMS is really screwed up now that we have UBA in the picture. It certainly is living up to it's name.. 'I see a mess'.

BiggusDoggus

391 posts

Ultimate Geek

#820617 16-May-2013 14:16

bagheera: have to say a system that can not handle party a moving out on x date and party b want to have their connection on the same or next day is a broken system with all the people that move each week in the country, and be told sorry you can not have internet for up to 2 week after move in day just wrong.

The "system" can in fact handle it - it happens multiple times every day, in fact.

To clarify things a little - if both the line and Broadband are with Telecom, disconnecting the line will automatically disconnect the Broadband at the same time.
As a note though - Telecom will only run one order to disconnect both the line and Broadband - two orders are not run.
It is simply not possible for Telecom to request only the line to be disconnected and the Broadband to remain if it is with Telecom.
The one order goes to two different places (it splits) - the line is disconnected by Telecom, but the request to disconnect Broadband goes to Wholesale (Chorus) to disconnect.

So there may in fact be a time difference between the two. At the very most, though, it should only be half a day.

In theory, the above should also work if the Broadband is with another provider. In theory.

It also needs to be said that if the "vendor" (the previous owner?) has asked that the line and Broadband be disconnected only on the day before the new owner takes over, then of course Snap cannot install Broadband until after that date..

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