Telecom Disconnected me after my new connection went live with other Provider

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JamieB

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Topic # 129312 10-Sep-2013 13:37

After many days of being disconnected from Telecom's Network due to their lack of knowledge and lack of tools. I decided to move my connection to HD.net
I Connected successfully with HD.net.nz, and they have provided excellent service.
Days later I was disconnected by Chorus due to an "Abandonment?" Order being sent by Telecom to Chorus.
Chorus did their part by sending an email to HD.net but unfortunately this was not picked up at HD.net as this is not a normal procedure.

There was no need for Telecom to send this Order, To my understanding it is not normal process, so why would they do it?

Who is able to schedule this order? or is it automatic after a connection transfer?

Is there anyone out there with porting knowledge, that can quote the procedure or the rules?

Has anyone experienced the same issue?

---

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Reply # 892719 10-Sep-2013 13:42

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When you port a number your old account is automatically closed. Please provide more detail about what you requested, what was ported or changed, and less emotive judgemental useless text.

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plambrechtsen

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Reply # 892729 10-Sep-2013 13:59

Normally when you move all services away from Telecom by connecting broadband with another provider we will automatically disconnect all your services as you have ceased your billing relationship with us.

I assume that is what happened, so Telecom would have contacted Chorus saying all these services are no longer required with Telecom. But it should have shown up in the system that they were already connected with HD so wouldn't have been disconnected.

Telecom wouldn't have been able to disconnect your HD service as that is a direct relationship you have with HD and HD have with Chorus. Telecom isn't involved what so ever with that.

I would assume you called HD back up again and they would have normally got things quickly reconnected without too much drama I would expect.

sbiddle

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Reply # 892740 10-Sep-2013 14:20

One would presume your plan with Telecom was one that had services bundled, ie broadband+phone.

If you are on a bundled plan if you move your broadband your phone may well be disconnected as they're part of the package. If you disconnect your phone or move it to another provider your broadband will be disconnected as Telecom don't provide Naked services.

JamieB

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Reply # 892780 10-Sep-2013 15:06

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timmmay: When you port a number your old account is automatically closed. Please provide more detail about what you requested, what was ported or changed, and less emotive judgemental useless text.

There was no emotive/judgement or useless text. That is just your perception, because that is what you are expecting.
Instead it would have been better had you asked me leading questions like others do.
Thank for trying.

I will provide more info hopefully this helps.

johnr

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Reply # 892785 10-Sep-2013 15:25

If you migrate services to another provider then Yes the GSP (Gaining service provider) advises the LSP (Losing service provider) has taken over the line / services,

You must of provided your Telecom NZ details to HD.net

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Reply # 892789 10-Sep-2013 15:33

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ol JamieB sounds alot like Ben from HD.net.nz just saying.

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michaelmurfy

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Reply # 892790 10-Sep-2013 15:38

JamieB: After many days of being disconnected from Telecom's Network due to their lack of knowledge and lack of tools. I decided to move my connection to HD.net

I wouldn't call this an upgrade imo, why did you really move? Telecom has been excellent at providing good service. Regardless, you must have done a porting request to HD and something screwed up, but HD should be able to reconnect the line.

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johnr

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Reply # 892791 10-Sep-2013 15:40

l43a2: ol JamieB sounds alot like Ben from HD.net.nz just saying.

timmmay

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Reply # 892798 10-Sep-2013 15:54

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JamieB:
timmmay: When you port a number your old account is automatically closed. Please provide more detail about what you requested, what was ported or changed, and less emotive judgemental useless text.

There was no emotive/judgement or useless text. That is just your perception, because that is what you are expecting.
Instead it would have been better had you asked me leading questions like others do.
Thank for trying. I will provide more info hopefully this helps.

"lack of knowledge and lack of tools" - this is judgemental and emotive, based on your perception. Understandable if they've messed you around, but probably incorrect and not helpful.

As I said you should tell us what services you had with Telecom, and what services you tried to move/port/transfer, and how you requested that transfer. It really sounds like standard porting behaviour to me.

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Yyrael

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Reply # 892831 10-Sep-2013 16:52

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JamieB: After many days of being disconnected from Telecom's Network due to their lack of knowledge and lack of tools. I decided to move my connection to HD.net
I Connected successfully with HD.net.nz, and they have provided excellent service.
Days later I was disconnected by Chorus due to an "Abandonment?" Order being sent by Telecom to Chorus.
Chorus did their part by sending an email to HD.net but unfortunately this was not picked up at HD.net as this is not a normal procedure.

There was no need for Telecom to send this Order, To my understanding it is not normal process, so why would they do it?

Who is able to schedule this order? or is it automatic after a connection transfer?

Is there anyone out there with porting knowledge, that can quote the procedure or the rules?

Has anyone experienced the same issue?

--- X

For abandonment, it is a standard process used by all providers whereabouts a request is sent to disconnect the line because the requesting provider wants to connect services on it (this is most commonly used in move of addresses where the previous tennant has not disconnected their line and it is holding up the new tennants services being connected).

Essentially the Requesting Provider sends a request to Chorus who send this on to the losing provider who then has 48 hours to respond to the request. It seems odd that HD Net wouldn't think it was normal procedure since its fairly universal for Chorus. All they had to do is advise chorus you wished to retain the line and boom request decline service retained...

I don't know why the abandonment was submitted but if you PM me your account number and phone number I can have a look into it. However at the end of the day you have service with HD Net so we can't do a whole lot and even though if appears in this situation Telecom has submitted a request in error (Until I can see the process of events there is no way to tell this definitively) HD Net are also at fault for not declining it.

Anyways let me know

Cheers,

Josh

keewee01

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Reply # 892835 10-Sep-2013 17:14

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JamieB:
timmmay: When you port a number your old account is automatically closed. Please provide more detail about what you requested, what was ported or changed, and less emotive judgemental useless text.

There was no emotive/judgement or useless text. That is just your perception, because that is what you are expecting.
Instead it would have been better had you asked me leading questions like others do.
Thank for trying. I will provide more info hopefully this helps.

There was nothing wrong with what timmmay wrote.

When you post a query it is your responsibility to post as much hard fact about the situation to start with so that people don't have to guess and speculate. As timmmay was trying to suggest, it may be more your lack of understanding of what services you had and how they're tied together than a lack of knowledge and lack of tools on the part of Telecom.

michaelmurfy

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Reply # 892918 10-Sep-2013 20:46

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I don't think we are seeing "Jamie" back...

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JamieB

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Reply # 894138 11-Sep-2013 11:10

Sorry Back Now...
There has been a lot to deal with...
Still not up and running yet.
JR knows me, and I have met Ben. But sorry I am not him, just an ex Voda and now HD customer happy to no longer be a Telecom customer or employee although Telecom seem to be trying to prevent me from being a customer of anyones.
2 connections without service for days due to Telecom "Mistakes".

Side story... my neighbour managed to get connected inside 2 days.
Where as I, disconnected for 3 days.
And my Vodafone connection took 5 days, which I started before my neighbour; strange!
I thought chorus were providing equality of service.
I digress...

Anyway below is the detail
sorry for the previous confusion guys.

My main point is Telecom sent an abandonment after I was connected and happy with HD and there services.
I don't believe that is standard process.

Story of events (beware this may get emotive

): (I will annotate where my main issues comes in)

1 Connected VDSL and Phone at new house with Telecom/Chorus

Services Not Working

2 second Chorus guys comes out to repair first guys work.

Services Working

3 Ordered Static IP

4 Ordered port 25 unblock.

Services Working

5 Order phone number swap from old house to new house. This ultimately killed the port 25 and Static IP
Services Not Working
6 5 Days tier 1 2 and 3 tried to get it working. Myself speaking with on average 15 different people a day, no notes placed on my account each time.
7 Requested HD to give me Naked BB

8 New Static IP, and Router reset finally.
Services Working
9 swap to HD relatively seamless, 1 hr outage
Services Working
10 A few days later something or someone at telecom "incorrectly"? requested an Abandonment on my line. (I am trying to understand this part)
11 Chorus sends email to HD.net
12 HD.net did not get the email.
even if they had gotten the email, are they even allowed to contact me to confirm the abandonment is correct. I would have thought they have to let it go through. (I am trying to understand this part)
13 No response to Chorus, so they action the abandonment, last thing on working day.
Services Not Working
14 Days go by.
Services Not Working

Inphinity

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Reply # 894151 11-Sep-2013 11:21

JamieB:
My main point is Telecom sent an abandonment after I was connected and happy with HD and there services.
I don't believe that is standard process.

You're no longer a Telecom customer, so they correctly notified Chorus of such. It is not up to Telecom to notify Chorus who you are now connected with (if anyone), that's your new providers responsibility. Take it up with HD. You even said in your first post they were notified but didn't respond about it!

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JamieB

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Reply # 894166 11-Sep-2013 11:50

Inphinity:
JamieB:
My main point is Telecom sent an abandonment after I was connected and happy with HD and there services.
I don't believe that is standard process.

You're no longer a Telecom customer, so they correctly notified Chorus of such. It is not up to Telecom to notify Chorus who you are now connected with (if anyone), that's your new providers responsibility. Take it up with HD. You even said in your first post they were notified but didn't respond about it!

I would take it up with HD, but I do not understand why Telecom would send an abandonment request after I was finally connected with my new provider. This makes no sense to me.
And this part of the process seemingly has not happened for any of HD's other customers. This was a first time.

I am trying to understand what the standard process is.
As it does not make sense for the final act of a Connection transfer to be the losing provider sending an abandonment/disconnection.

If it is HDs fault then please explain why?
Yes I understand they missed the email, but why is there even an email to disconnect me, when I just got connected to a new provider.

Does my detailed description not make sense???

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