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3 posts

Wannabe Geek


Topic # 151740 3-Sep-2014 16:48
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hi all,

I am having an interesting time trying to switch my supplier from Voyager to Spark.
Voyager are being really good, but Spark are not being 100% clear on their charges.

I am not sure if I am understanding the provisioning process incorrectly, or if they are not explaining the process, or being clear.

Am I way off the mark expecting not to be charged a 'connection' fee?

Conversation so far has gone like this, I have only copied the relevant bits, and kept out names.
Latest part of the thread first:




Me-
So. I do have a chorus connection with another RSP called Voyager.
Your team know this , as they told me to cancel the voyager disconnection order which was open and preventing you creating a Spark connection. Do you agree that, as I currently have a service with Voyager over the achorus network, then this would negate a connection fee?
Spark-
it means that if the tech goes out and finds the address has never had chorus service before it would mean a first time connection fee to get it connected to their network.



Me-
No... I am not paying new connection fees. This has already been discussed with another CSR earlier in the process.
Something doesn't sound right to me. Can you please difine what you mean when you say "if the premises never had services before"

Spark-
On this order, Ill ask for tech to advise Spark if this property had a previous connection before with us.

If yes, the connection fee charges will be changed to a free connection as per previous emails.

If No, New Connection fees for your area are $511.11, plus site visit by technician of $69
(Additional charge for cable (if this is not already in place from the roadside to your house), is $196 for up to 100m. If cable is required, then you would also be responsible for arranging trenching for this at your cost.)



Spark
We will let you know by text when the technician will be coming and he will also call you 30+ minutes prior to his arrival if he requires access to the property.
We just need you to cancel the disconnection with Voyager before we can go ahead with this

Me-
Please can someone let me know the day before the engineer comes out, so I can be there to put the dogs away so they dont escape?

Spark-
The technician will need to go to the local exchange to complete jumpering for the phone line. They should then be going to the property to check connection through to the ETP.
If this is all fine and good to go, then obviously the free reconnection stands.


Me-
Correct, it was transfield services for Chorus. I work for Enable Nerworks, so am aware of the provisioning process.
The engineer which may be sent out, is likely to be the same engineer which dealt with this line previously. Pleaee can you make enquiry as to the extent of engineer visit required, as I will not agree to $581 of unnecessary charges

Spark-
Telecom/Spark have no record of any connection through us to this premise for Voice or Broadband Service. We don't have our own technicians, as the Network is owned and operated by Chorus. As it is possible for other providers to use remote systems to connect up services, the Chorus technician on the first call out would need to determine if it is a New Connection or a Reconnection.

Me -
"This cant be right. Telecom service technicians connected the current ADSL services via the copper line. There is a telecom demarcation point at the house


Spark-
"
Secondly, it appears we have not had any connection to xxxxRd previously. Unfortunately, this would mean that the Free Reconnection of the phone line is not applicable. New Connection fees for your area are $512, plus site visit by technician of $69. Additional charge for cable (if this is not already in place from the roadside to your house), is $196 for up to 100m. If cable is required, then you would also be responsible for arranging trenching for this at your cost.


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856 posts

Ultimate Geek
+1 received by user: 125


  Reply # 1121300 3-Sep-2014 16:52
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If you've got services with a current RSP, the general rule is "Give notice of intent to switch away - if required by contract, BUT don't let them disconnect you".

If an active connection exists, then the 'winning RSP' just puts in a 'churn' request to Chorus and at a random time of a given day Phone/Broadband get transfered to them, and the 'losing RSP' disconnects their end automatically (although it's best to follow-up once the churn has happened.

Edit:  Also, if Spark can't find your connection, get the ASID from Voyager, and give that to Spark - it may be your services are connected with an incorrect address or something which makes it hard to find?



3 posts

Wannabe Geek


  Reply # 1121587 4-Sep-2014 09:11
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Great, thanks for that, I have requested an ASID number from Voyager.

Latest communication with Spark is confusing. They appear to be referring to Chorus and Spark connections as the same thing.

Not a good start to a potential 2 year agreement!!!!


""On one hand you are saying if the address has had a chorus connection, then there will be no first time connection fee.

 

Then you say if we haven't had a spark connection before, then there will be additional charges.

 

 

 

 Chorus and Spark are two different companies. I have obviously had a chorus connection, as it is the ONLY connection available to my house.

 

 

 

 

 

I don't mind a reconnection charge, but your $511 connection charges don't appear to be relevant.

 

 

 

Please pass this on to your supervisor as I am not happy with the confusing responses, multiple service representatives, and general service.""


 
 
 
 


856 posts

Ultimate Geek
+1 received by user: 125


  Reply # 1121875 4-Sep-2014 14:31
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jackaljackal: Great, thanks for that, I have requested an ASID number from Voyager.

Latest communication with Spark is confusing. They appear to be referring to Chorus and Spark connections as the same thing.

Not a good start to a potential 2 year agreement!!!!


""On one hand you are saying if the address has had a chorus connection, then there will be no first time connection fee. Then you say if we haven't had a spark connection before, then there will be additional charges.    Chorus and Spark are two different companies. I have obviously had a chorus connection, as it is the ONLY connection available to my house.     I don't mind a reconnection charge, but your $511 connection charges don't appear to be relevant.   Please pass this on to your supervisor as I am not happy with the confusing responses, multiple service representatives, and general service.""



I'm starting to wonder if someone at Spark has gone down the wrong script route.  I'm curious, did you ask Spark for 'a new connection' or did you say outright 'I'd like to switch from Voyager' - as I recall from dealing with Spark/Telecom on other issues they have two teams 'New & Moves' and a sales/Broadband sales team.

The reason I say this, is that the prices they are quoting seem to be coming from http://www.spark.co.nz/shop/landline/pricing/#tab-feature1 (I'm assuming the $511.11 is the POA part).

But I'm also confused about:

So. I do have a chorus connection with another RSP called Voyager.
Your team know this , as they told me to cancel the voyager disconnection order which was open and preventing you creating a Spark connection. Do you agree that, as I currently have a service with Voyager over the achorus network, then this would negate a connection fee?
Spark-
it means that if the tech goes out and finds the address has never had chorus service before it would mean a first time connection fee to get it connected to their network.


Why did Voyager have a disconnection order in the Chorus system (and if they still do, it really needs to be removed otherwise you'll have no hope), per previous post, churns (service transfers) don't work like that, and that could be what is complicating things.

If you want to transfer your Broadband/etc over and in the past was calling 123, maybe try calling 0800 160 040 (number listed on http://www.spark.co.nz/shop/internet/) instead.   Or just try and sign up online (I think there are bonuses if you go down that route).



3 posts

Wannabe Geek


  Reply # 1121881 4-Sep-2014 14:43
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Thanks for the replies.

I escalated it today, as it was all very odd.
I received a call from a supervisor, and they apologised for the confusion. And that no costs were required.
They said their CSR's had made a mistake etc... all four of them.

Call was good to receive, but I did point out that I am fortunate that I would challenge these costs, that there are a lot of people out there who wouldn't, and who may get stung, or even stay with their current provider, due to these costs.

matter closed!

cheers



856 posts

Ultimate Geek
+1 received by user: 125


  Reply # 1121887 4-Sep-2014 15:00
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jackaljackal: Thanks for the replies.

I escalated it today, as it was all very odd.
I received a call from a supervisor, and they apologised for the confusion. And that no costs were required.
They said their CSR's had made a mistake etc... all four of them.

Call was good to receive, but I did point out that I am fortunate that I would challenge these costs, that there are a lot of people out there who wouldn't, and who may get stung, or even stay with their current provider, due to these costs.

matter closed!

cheers




Good one, kinda does sound like you ended up speaking to New & Moves and they didn't fully realize it wasn't a whole new connection then.

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