Landline accidentally lost during 4G internet "trial"

Forums › Spark New Zealand (including Skinny and BigPipe) › Landline accidentally lost during 4G internet "trial" - can that be reverted?

Foiler

220 posts

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#233361 13-Apr-2018 10:33

Customer has recently trialed 4G internet and previously had ADSL. They were given promises that this would be a 30-day trial and could revert to the previous setup. The 4G is working, but customer wants to revert to ADSL.

But right now the ADSL has been disconnected, and one of their two voice lines is not and has not been working.

I had another customer recently whose (Vodafone) service was "accidentally" changed from ADSL to Fibre and even though they wished for it to be reverted, Chorus absolutely refused to re-connect the two copper landlines as they apparently have a rule not to connect copper :-)

Will this same problem result in this case? A mistake has been made .. but is the customer forced into VoIP (over DSL or Fibre) to get their landline back? This would not be what they want at all.

Customer has been trying to get this resolved for three days now, but with nil progress.

Arrggggg.

Linux

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#1995308 13-Apr-2018 11:01

@ChorusNZ do not have a rule to connect customers back to copper this is 110% rubbish

Linux

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hio77

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#1995345 13-Apr-2018 11:11

There is a reverting process for 4G wireless to copper that you absolutely could be going down.

Process is there to look at if it's a simple fix to just fix that but otherwise to push through the request.

As to the Fibre to Copper question, This is a hard one. Chorus are looking to remove use of copper in some areas, this is all in the public space. AFAIK they have not enforced this yet.

The gotcha is, in the case chorus have removed the leadin as the installation for Fibre, Copper may simply be infeasible to do without a heft charge.

This also falls into another conidtion where, vodafone are forcing everyone off PSTN based voice lines, reads to me like your looking to return to one. That's a process thing around costs.

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

SirHumphreyAppleby

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#1995359 13-Apr-2018 11:33

hio77:

The gotcha is, in the case chorus have removed the leadin as the installation for Fibre, Copper may simply be infeasible to do without a heft charge.

The Chorus Website has changed, but I believe it used to state that if existing conduit could not be used for a new fibre install, and if you wished to keep both, there would be a charge for the new installation. If that's the case, and Chorus removed something they shouldn't have (i.e. without permission from the property owner), then it's up to Chorus to put it right.

robcreid

243 posts

Master Geek

#1995448 13-Apr-2018 12:54

When Enable did my fibre install they said they were required to disconnect the copper at the ETP.

They could not really explain why but I assumed it was to reduce interference from unused lines on the rest of the network.

It would require a visit to reinstate.

robjg63

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#1995487 13-Apr-2018 13:38

Linux:

@ChorusNZ do not have a rule to not connect customers back to copper this is 110% rubbish

Linux

I think you may have had a typo above?

Chorus is such a soft target. It gets used for every possible thing a telco can't be ars*d doing or has otherwise screwed up.

The Telco can say what they like and blame Chorus and seldom ever be pulled up for it.

Glad I don't work for Chorus.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

cokeman2

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#1995676 13-Apr-2018 17:58

i had the same problem years ago when i put VOIP over my hopeless ADSL ....when they reverted it back my adsl got dropped cause they put it on the

wrong line which had voice boosters(blocks adsl ) .....only took them 3 weeks + to come fix there mistake there's a thread here sum where on that....

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Foiler

220 posts

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#1998437 18-Apr-2018 11:10

Update .. customer is unable to get Spark to fix this after 11 days of trying now .. they are still missing their main landline, and they don't want the 4G internet.

On 10-4-18 they asked for a revert to ADSL and for their landline to be fixed.

Customer is understandably not very calm about the situation.

Wheelbarrow01

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Chorus

#1998453 18-Apr-2018 11:24

Foiler:

Update .. customer is unable to get Spark to fix this after 11 days of trying now .. they are still missing their main landline, and they don't want the 4G internet.

On 10-4-18 they asked for a revert to ADSL and for their landline to be fixed.

Customer is understandably not very calm about the situation.

This should be such an easy fix - there is no physical chage to the copper line to the house when a customer switches over to VOIP delivered on4G. All that happens is that the phone number and broadband is moved off copper and onto the 4G service, and the copper wiring in the house becomes redundant (but remains in an intact state).

So all that has to happen is that someone at Spark needs to issue an order to reverse what has been done. No technicians required and should be a straight forward process. Can the OP please send me a private message with the details (customer name, line number affected, address etc) and I will see what I can do to assist.

This situation has nothing in common with the process for upgrading from copper to fibre - in that scenario, the copper line is usually physically disconnected from the house wiring and sometimes the copper service lead from the boundary to the house is permanently removed. This is certainly not the case here as the upgrade from copper to 4G wireless is a plug & play solution and no physical changes are made with the wiring onsite.

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

hio77

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#1998462 18-Apr-2018 11:37

As above, let @wheelbarrow01 or myself details and we can drill into what's happening.

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Wheelbarrow01

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Chorus

#1998584 18-Apr-2018 14:05

I have been advised that a resolution is now under action, although it's not as straight-forward as I initially thought (and stated) in my previous post. One of the reasons for the delay is that the person at Spark handling the case was only given a single contact number for the customer (the number that's not working). That particular issue has been resolved and contact has now been made with the customer, and the department concerned is now working to get the connection rolled back to copper.

[EDIT: Corrected grammar etc]

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