Moved house - no ADSL broadband. Can someone from Spark help?

Forums › Spark New Zealand (including Skinny and BigPipe) › Moved house - no ADSL broadband. Can someone from Spark help?

qwertee

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#206174 13-Dec-2016 08:49

I moved house last week on Friday 9th Dec and got my telephone line working, but not my broadband on ADSL

My telephone number did change, as I was moving from Upper Riccarton to Broomfield CHCH.

Order number is 7304236

Kept ringing spark many times and I get the foll:

Unable to connect due to an outage at Chorus

Unable to connect as previous tenants have not disconnected their service.

Called again today Tuesday 13, Dec and they raised another order number 7564589 - this means a new telephone number

and service will be provided on 16 Dec.

Tried escalating this to the complaints department and someone was supposed to contact me, didnt happen!

Very frustrating . Can someone from Spark help please?

Thanks

sbiddle

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#1686843 13-Dec-2016 09:00

If the previous tenants did not disconnect their service before leaving Chorus need to go through an abandonment process which can take a couple of weeks. Nothing can speed this process up - as Chorus or Spark can't force or takeover a connection for obvious reasons.

qwertee

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#1686852 13-Dec-2016 09:14

sbiddle:

If the previous tenants did not disconnect their service before leaving Chorus need to go through an abandonment process which can take a couple of weeks. Nothing can speed this process up - as Chorus or Spark can force or takeover a connection for obvious reasons.

Thanks

I have a working landline that was activated on the day we moved, but the broadband was not connected.

If the previous tenants have not disconnected the service, I would assume that we would never have had a telephone connected.

Quite confused unless they are only referring to the Internet/broadband service.

I wonder if Spark raising another order number (new landline number as well), would help as we shall face the same hurdle.

Cheers

sbiddle

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#1686865 13-Dec-2016 09:25

Landline service and broadband are totally independent of each other. You could easily have a new phone service provisioned on a copper pair that already has an intact DSL connection from the old tenant. If you want DSL provisioned on that pair you'll have to wait (assuming this is the situation) for the abandonment process to be completed before DSL can be provisioned.

Spark could request Chorus to install the phone and DSL on a 2nd pair coming into the house but you'll probably pay for this as it'll require a technician to visit and recable.

qwertee

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#1686880 13-Dec-2016 09:48

sbiddle:

Landline service and broadband are totally independent of each other. You could easily have a new phone service provisioned on a copper pair that already has an intact DSL connection from the old tenant. If you want DSL provisioned on that pair you'll have to wait (assuming this is the situation) for the abandonment process to be completed before DSL can be provisioned.

Spark could request Chorus to install the phone and DSL on a 2nd pair coming into the house but you'll probably pay for this as it'll require a technician to visit and recable.

Thanks.

I got an automated text saying broadband service is for connection by 7pm on 16 Dec. Quite a long wait.

I hope I do not have to pay as this was not mentioned to me.

Wheelbarrow01

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#1686968 13-Dec-2016 11:15

I have got someone looking into this now for the OP.

Essentially the previous occupant did not simply move their service out - they chose to port their existing phone number to another provider and move address at the same time, which is notoriously prone to failure or at least delay. I can see their phone is gone from the address, but their DSL has been left behind, and so far Chorus have been unable to get permission from the old provider to disconnect it - most likely because the old provider is not even aware yet that their customer has changed providers and moved the phone to another address.

This explains why the OP's new phone number is already working at the property, and also why Spark are facing a delay while we sort the DSL issue out. A Spark frontline rep has issued a full installation order for a second line and DSL just in case the situation with the first line cannot be resolved in a timely manner.

The OP should expect an update from Spark later on today.

Thanks,

Simon

Spark Platforms

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

qwertee

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#1687070 13-Dec-2016 13:36

Wheelbarrow01:

I have got someone looking into this now for the OP.

Essentially the previous occupant did not simply move their service out - they chose to port their existing phone number to another provider and move address at the same time, which is notoriously prone to failure or at least delay. I can see their phone is gone from the address, but their DSL has been left behind, and so far Chorus have been unable to get permission from the old provider to disconnect it - most likely because the old provider is not even aware yet that their customer has changed providers and moved the phone to another address.

This explains why the OP's new phone number is already working at the property, and also why Spark are facing a delay while we sort the DSL issue out. A Spark frontline rep has issued a full installation order for a second line and DSL just in case the situation with the first line cannot be resolved in a timely manner.

The OP should expect an update from Spark later on today.

Thanks,

Simon

Spark Platforms

Simon

Thanks for helping out.

I was away from my computer and did not see your post until now.

Someone (name is not disclosed in this forum), rang and left a voice mail stating that she is going to look into this for me after she checks with Chorus on the situation,

Thanks for helping. I was getting nowhere , hence this post

cheers

afe66

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#1687082 13-Dec-2016 13:46

I hope you won't be forwarding any of the previous tenants mail to them in the interim..

A.

Equinox IT

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Wheelbarrow01

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Chorus

#1687103 13-Dec-2016 14:22

Quick update for the OP - we have now instructed Chorus again to disconnect the previous occupant's DSL asap. They have created an order for this which is due to complete by 5pm tomorrow - the earliest it can be done. Chorus have contacted the other provider who have until 5pm tomorrow to object to the disconnection. If Chorus does not hear back from that provider then the disconnection will proceed. Once that is done, Spark will get their own DSL connected as soon as possible, hopefully with no need for an exchange jumper.

To hedge our bets, we have left the second line installation job open and booked for 16/12 - just in case the DSL provider tells Chorus to cancel the disconnection request (again). naturally if this second line order does end up being required, we have processes in place to ensure that you pay no more than the standard reconnection/move of address cost, and the Chorus tech will ensure that all existing jackpints are hooked onto the new line.

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

qwertee

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#1687131 13-Dec-2016 15:22

Hi Simon

Thanks for the update.

That was the most helpful feedback given to me from Spark over the last few days.

I have been asking my landlord to request his previous tenants to advise their old provider to disconnect, but I believe its not in their

interest to do this as they have switched providers, but common courtesy.

Fingers crossed, I shall await my connection for tomorrow

thanks again for your help, It is much appreciated.

quickymart

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#1687337 13-Dec-2016 20:58

Happens more often than you think. I've seen complaints from other people that they are "being held ransom" by their provider not changing them over - completely misunderstanding that if a connection is still present, it can't just be switched off on someone else's say-so...you can imagine the uproar if I disconnected my neighbour's internet just because they got up my nose (or something).

qwertee

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#1687497 14-Dec-2016 07:49

I was given a call from the customer complaints department last evening.

Chorus says that the provider has agreed to terminate the service, that allows them to provide broadband for me.

Spark is working with Chorus to expedite the service but still keeping the second order in the pocket as Simon has suggested

in case things dont fall in place as expected.

Thanks all.

Wheelbarrow01

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Chorus

#1687748 14-Dec-2016 15:10

Hi @qwertee

The previous DSL connection is now gone, and the Spark one is now live. Although we have some final provisioning work to complete in the background, you should be able to connect to the internet as of right now. Please let me know via a private message if that is not the case.

Thanks,
Simon

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

qwertee

709 posts

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#1689092 15-Dec-2016 08:51

I have sent a PM

Thanks

qwertee

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#1690930 16-Dec-2016 11:09

Service is restored

A chorus tech found a faulty splitter outside the house.
new splitter installed.

Explains why the other jacksocket (unmarked) was not working, and I had the line filter connected to the telephone socket- branching out to the modem and phone

Thanks for all your help and feedback Simon and the rest.