Disconnecting from Telecom, proving to be a hard task. Some help please :-)

Forums › Spark New Zealand › Disconnecting from Telecom, proving to be a hard task. Some help please :-)

Distorter

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Master Geek
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Topic # 136297 22-Nov-2013 10:25

So I rang the Telecom customer service and was wanting to disconnect my services, as I have changed ISP and phone service. They asked if I wanted to log it through their web form which I opted for, they told me all was fine and that our services would be cut off on the 8th(they are still going). I have tried to follow up through the Telecom customer service ticket system but keep just getting told that it has been done by multiple different representatives.

Now I have received a bill for services from the 20/11/2013 - 19/12/2013, are their any Telecom reps that can help me here please?

johnr

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Reply # 938874 22-Nov-2013 11:21

Did you port your services? The Gaining ISP should of contacted Telecom NZ

John

Yyrael

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Reply # 938879 22-Nov-2013 11:32

PM me details and I'll look into it.

sbiddle

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Reply # 938921 22-Nov-2013 11:58

If you are changing service provider you should not contact your original provider. Your new provider does all the work.

If you've lodged disconnections with Telecom there will now be active service orders on your line which will probably prevent your new provider from being able to connect you.

Ragnor

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Reply # 938980 22-Nov-2013 13:05

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sbiddle: If you are changing service provider you should not contact your original provider. Your new provider does all the work.

If you've lodged disconnections with Telecom there will now be active service orders on your line which will probably prevent your new provider from being able to connect you.

No bad advice.

Plenty of people have been burned by the supposed automatic system, what if it's not a straight forward move (eg: LLU etc) or there is a contract term or period of notice involved or the old ISP doesn't actually do anything with the winback notice and prefers to cynically keep billing you until you actually close your account.

You should always contact the old provider but usually only AFTER everything is moved and working on the new ISP. This is to 100% ensure the account it closed and any contract terms are met.

Also some ISP's you have to give 30 days notice of cancellation (eg: Xnet, Orcon iirc) so you have to actually notify them 30 days before you cancel.

Distorter

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Master Geek
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Reply # 938983 22-Nov-2013 13:09

Services were fully changed over and number ported over from Telecom to Snap.

Pm'ing details now Yyrael.

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Master Geek
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Reply # 939037 22-Nov-2013 14:30

Getting the Snap/Telecom juggle but thanks for the info Yyrael. Hopefully that clears up the loose ends!!

Yyrael

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Reply # 939054 22-Nov-2013 14:40

Distorter: Getting the Snap/Telecom juggle but thanks for the info Yyrael. Hopefully that clears up the loose ends!!

Should do. Let me know if there are any other issues and I can sort them...

Distorter

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Master Geek
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Reply # 940346 25-Nov-2013 13:47

So I finally got a response from Telecom which ascertains the situation, just annoying that it took 4 different people:

Hi ,

Whilst Snap may be billing you for services, officially they're still with Telecom. The national system which governs any connection from Chorus to the appropriate retailer still lists you as being with Telecom. This means that Snap have not followed up the job to bring your services to them. They need to follow it up and have the job completed before the national system will have your services officially listed with Snap.

Once this is done your Telecom bill will be adjusted to the appropriate disconnection date as listed by Chorus for the switch over.

So then I ring Snap and they say that they have closed off orders from Chorus that everything is done and to go back to Telecom.

Yyrael is still looking into this for me I have given him the Chorus details.

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Master Geek
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Reply # 940377 25-Nov-2013 15:06

I don't mind playing ping pong :-P

But when your the ball it aint fun lol I have to just laugh at this now . I have a manager from Snap calling me later to tell me what I need to exactly tell Telecom to sort this situation.

Even with the job numbers Yyrael's has been able to track down for me, still proving difficult. It looks like a service request was created in error against my phone number and that is what is keeping my account from being discconected.

theEd

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Reply # 940447 25-Nov-2013 16:45

Ragnor:
sbiddle: If you are changing service provider you should not contact your original provider. Your new provider does all the work.

Plenty of people have been burned by the supposed automatic system, what if it's not a straight forward move (eg: LLU etc) or there is a contract term or period of notice involved or the old ISP doesn't actually do anything with the winback notice and prefers to cynically keep billing you until you actually close your account.

You should always contact the old provider but usually only AFTER everything is moved and working on the new ISP. This is to 100% ensure the account it closed and any contract terms are met.

A million times this. I've been burned by this three times. Orcon and TelstraClear both claimed to have not received the churn notification (luckily in both cases Snap gave me screenshots to prove it), while Slingshot told me they actively ignore the churn notification as it's in their T&Cs that cancellation has to come from the customer.

Yyrael

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Reply # 940466 25-Nov-2013 16:50

theEd:
Ragnor:
sbiddle: If you are changing service provider you should not contact your original provider. Your new provider does all the work.

Plenty of people have been burned by the supposed automatic system, what if it's not a straight forward move (eg: LLU etc) or there is a contract term or period of notice involved or the old ISP doesn't actually do anything with the winback notice and prefers to cynically keep billing you until you actually close your account.

You should always contact the old provider but usually only AFTER everything is moved and working on the new ISP. This is to 100% ensure the account it closed and any contract terms are met.

A million times this. I've been burned by this three times. Orcon and TelstraClear both claimed to have not received the churn notification (luckily in both cases Snap gave me screenshots to prove it), while Slingshot told me they actively ignore the churn notification as it's in their T&Cs that cancellation has to come from the customer.

This wasn't the case this time, Telecom does not require direct notice of churn from the customer (although we do prefer a chance to talk to you about it

). System restrictions meant we could not process the churn until Chorus completed Snaps order which we've just forced from our side since Snap weren't able to do anything. This problem is now resolved and I've made sure the disconnection has processed.

theEd

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Reply # 940473 25-Nov-2013 16:59

Yyrael:

This wasn't the case this time, Telecom does not require direct notice of churn from the customer (although we do prefer a chance to talk to you about it ). System restrictions meant we could not process the churn until Chorus completed Snaps order which we've just forced from our side since Snap weren't able to do anything. This problem is now resolved and I've made sure the disconnection has processed.

Oh yeah, wasn't really accusing anything here, in fact Telecom's the one ISP I've never heard of people having churn issues from. Just saying in general it's safest for folks to cover their bases and call their old provider :)

Distorter

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Master Geek
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Reply # 940494 25-Nov-2013 17:09

Above and beyond Yyrael, really appreciate the effort!

Yyrael

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Reply # 940503 25-Nov-2013 17:23

theEd:
Yyrael:

This wasn't the case this time, Telecom does not require direct notice of churn from the customer (although we do prefer a chance to talk to you about it ). System restrictions meant we could not process the churn until Chorus completed Snaps order which we've just forced from our side since Snap weren't able to do anything. This problem is now resolved and I've made sure the disconnection has processed.

Oh yeah, wasn't really accusing anything here, in fact Telecom's the one ISP I've never heard of people having churn issues from. Just saying in general it's safest for folks to cover their bases and call their old provider :)

It definitely is, I work in number portability and I really can't agree more

Distorter

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Master Geek
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Reply # 940506 25-Nov-2013 17:29

theEd:

Oh yeah, wasn't really accusing anything here, in fact Telecom's the one ISP I've never heard of people having churn issues from. Just saying in general it's safest for folks to cover their bases and call their old provider :)

That's the thing, I did here :-(

Followed up twice and both times got told "All sorted there is nothing that needs to be done" CSRs just never have enough information available to them.