What is the Fibre switching porting process?

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Damager

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Topic # 201415 17-Aug-2016 15:09

Disconnected by the current provider due to my switch request to Spark.

What is the protocol here. Isn't the switch out provider supposed to leave supply on until some sort of confirmation is received?

Spark said they can't switch until they have an account number from the current provider. I did provide that account number and Spark advise that number is incorrect.

I ask the current provider they said no my account number is correct however they may actually be asking for the PID number . I gave Spark the ONT number and apparently this number also confirms my PID number. Current provider says Spark have the information needed.

This leads me to... what the hell went wrong. I've been dealing with Spark direct sales . As of right now I have no service. No lights on the ONT.

Can someone please escalate. Sales say the issue is with the porting team but keen for someone to investigate asap.

Cheers
Steve

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Damager

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Reply # 1613796 18-Aug-2016 15:34

Thanks to those helping out with my issue..

It's being worked on at the moment so hope it's resolved asap..

Existing fibre switch to another provider. Thought it would be a smooth process but it's been anything but smooth. Plenty of nightmare broadband switches from one retailer to another. Sadly I must add my experience to this list.

I just want it fixed asap.

Wheelbarrow01

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Spark NZ

Reply # 1613881 18-Aug-2016 17:35

Switching your fibre between providers is problematic at present because there is no standardised process between all the retailers, much less all the LFCs, as to how it should be done. I understand the industry is working on a standardised process, but I suspect it won't come quickly.

One of the LFCs recently sent us (Spark Provisioning) a discussion document on a proposed process, but in my opinion it was just a useful guide on how to slam (aka steal) another provider's customer really really easily, as there was a distinct lack of any sort of validation, and therefore every chance of transferring the wrong connection in an MDU/ROW scenario..... so there is still some work required to get a robust process in place which is efficient, accurate, and replicable between the various retailers and LFCs.

The views expressed by me are not necessarily those of my employer Spark NZ Ltd

Damager

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Reply # 1613920 18-Aug-2016 19:02

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Thanks to those behind the scenes for getting things going. I'm up and running now :-)

Really interesting that there isn't an industry agreed process switching process . Good reason why I fell into some switching black hole. The electricity industry has a national registry through which all switches are processed. There has to be mutual agreement and confirmation with both parties to ensure the switch is processed without interruption. For the most part it works well. I know it's a very simplistic comparison but maybe the higher heads need to get together . Hold hands and sing songs and find some sort of agreement to make sure the likes of myself aren't left high and dry!!