Address for ONT swapped with neighbor

Forums › Spark New Zealand (including Skinny and BigPipe) › Address for ONT swapped with neighbor

hamishf

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#280069 25-Nov-2020 09:20

I currently have my connection with BigPipe. Every time someone moves in to the apartment across the hall I get a notice from Chorus that another ISP has requested my connection. I'm certain that the ONT's between the 2 apartments are swapped from what the ISP's have on file. I've tried explaining this to support each time I get the alert from BigPipe but they just cancel the disconnection with Chorus and don't fix up the address issue.

I'd assumed that this is a Chorus issue, but they have advised me that they don't allocate addresses to the ONTs and that happens at the ISP level, so I assume the fix needs to be done by someone at BigPipe. Is anyone able to point me in the right direction?

cyril7

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#2610214 25-Nov-2020 09:27

Hi depending on what model ONT you have there is a QR code, either on the top right of the front or on the side, this is the unique code that Chorus use to identify the ONT, not the address, you may need to pass that QR code to your ISP to get them to confirm they have the right unit against your account.

Cyril

Edit: and welcome to Geekzone.

sbiddle

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#2610215 25-Nov-2020 09:28

How could you have ever got a connection if they were swapped?

Would take 2 seconds for BP to confirm if your ONT serial is the correct one for your address. If it is then there is nothing to fix, and not a lot that can potentially be done if other providers are incorrectly selecting your ONT for an intact connection.

cyril7

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#2610232 25-Nov-2020 09:32

Its more likely the tenants of the other apartment using the wrong address, easily done if its not clear.

Cyril

hamishf

6 posts

Wannabe Geek

#2610275 25-Nov-2020 10:09

When I first got the connection BP couldn't get it going until I provided them with the ONT s/n. They then advised that they needed Chorus to change some details on their end. Previous neighbors couldn't get their connection established until they provided their ISP with the s/n. I'm certain the address and the ONT don't match.
BP have advised multiple times that they have passed this info on to Chorus but I keep getting these disconnect requests whenever a new internet connection is ordered next door.

Jase2985

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#2610278 25-Nov-2020 10:13

@Chorusnz and @Wheelbarrow01 might be able to help

Wheelbarrow01

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Chorus

#2610282 25-Nov-2020 10:19

Jase2985:

@Chorusnz and @Wheelbarrow01 might be able to help

Sure can - flick me your ONT serial number and your actual address - I'll check the system and see if everything is ok. I can also look up the neighbour's order and check why it was run against your ONT. It's possible that the records fix requested by Bigpipe when you got connected has either not been completed, or has been done incorrectly. It's also possible that Core Logic have made an update of their own which can sometimes throw things out of whack in our systems.

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

hamishf

6 posts

Wannabe Geek

#2610286 25-Nov-2020 10:24

Cheers. DM'd you the info