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Topic # 166169 4-Mar-2015 18:45
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Hello helpful Geekzoners. I am really hoping someone can point me in the right direction on how I can get my naked VDSL connection moved.

We recently moved into a rental as we go about building our dream home and one of the many unexpected issues encountered is moving our wired connection. (Another is the insane rental market in Auckland and getting a house but that is another story) Although I realised there is a lot of complicated infrastructure and a number of different orangisations involved I was apparently under the deillusional belief that this would be done through a simple phone call, which was done a week or so before we moved alas however this does not seem to be the case.

Now after multiple phone calls, waiting on hold, being transferred and accidentally hung up on I believe the issue is around the previous residents not having cancelled their connection with Vodafone. I would have thought that this would be a regular occurrence and that it shouldn't cause any issues and that my request through to Spark would cancel any existing connections...

Now with no promised call back materialising and getting hung up on I am hoping someone can point me in the right direction. What is the easiest way to get this resolved with out doing another pass me around phone call? Is this a Spark issue or is it common to all ISPs? Because my thinking at the moment is despite loving the Spark service when we are connected I am at my wits end with this experience.

Any help, thoughts or comments are very welcome.

Thanks

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  Reply # 1251277 4-Mar-2015 18:55
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Did they just move out and leave their connection running for the next person to connect to? That doesn't sound right.



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  Reply # 1251282 4-Mar-2015 19:05
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I am guessing they didn't want to get charged a disconnection fee as they were moving back in with parental unitss

 
 
 
 


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  Reply # 1251290 4-Mar-2015 19:33
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i believe your new ISP needs to place an abandonment order with the other persons ISP to get the line clear so you can place your order for your service.

Should be pretty straight forward from your part but dont expect it to be something that happens instantly, it can take over a week to sort the whole thing out.



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  Reply # 1251509 5-Mar-2015 08:57
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Jase2985: i believe your new ISP needs to place an abandonment order with the other persons ISP to get the line clear so you can place your order for your service.

Should be pretty straight forward from your part but dont expect it to be something that happens instantly, it can take over a week to sort the whole thing out.


Great, what is the easiest way to initiate this with my ISP without waiting on the phone or for a call back? I might (foolishly) assume that this is already being done but since no one I have spoken to has confirmed this or what if anything is happening  I am somewhat paranoid that I could be waiting for something to happen that hasn't started. I often work from home and though I am now forced to go into the office I am still burning through an alarming amount of Data on mobile at the moment (circa $100 so far) so this is hitting me in the pocket and means I am not getting to see my kids as I now am up before them and often not home until they are in bed...



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  Reply # 1251511 5-Mar-2015 08:59
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there is no other way, you just have to wait on the phone.

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  Reply # 1251948 5-Mar-2015 20:52
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This isn't a quick process - but there is a process.

Your new ISP can't just request a disconnection for an existing connection - if they did you'd just have people ringing up cancelling other people's internet.

Your ISP needs to lodge an abandonment request with Chorus which will go through the process of contacting the existing ISP and getting the service cancelled so a new service order can be lodged for a new install.



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