Do you have to wait for fibre to be disconnected before you put an order in to get re-connected?

Forums › Spark New Zealand (including Skinny and BigPipe) › Do you have to wait for fibre to be disconnected before you put an order in to get re-connected?

Paulthagerous

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#296392 13-Jun-2022 14:58

Hi there,

I'm moving into a new (to me) house that already has fibre installed. I am assuming the vendor will have the existing fibre connection cancelled effective from moving day. I tried to organise with Spark to have an order placed now for a connection for me to start on moving day, but they have advised that as there is already a connection there they can't put an order in until it is disconnected.

Is this usual practice? I will have other things to do on moving day and would prefer not to have to call them on the day. The other side of it is I'm not sure how I will know it has been cancelled - so do I just have to try calling them every now and then until it's good to go? Or if the vendor is on Spark already by chance, perhaps my modem will work with their connection?

Some downtime of the connection is not the end of the world, but surely there is a simpler way to do it - please let me know if so!

RunningMan

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#2926108 13-Jun-2022 14:59

If this is a Chorus area they should be able to stand up a new connection on one of the other ONT LAN ports instead.

Paulthagerous

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#2926111 13-Jun-2022 15:04

Yes, it is a Chorus area.

evnafets

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#2926117 13-Jun-2022 15:21

I want to call bullshit on this one, but @wheelbarrow01 is the person who could answer definitively.
Linking an earlier post: https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=295844&page_no=2#2908182

And also a recent issue doing something like this: https://www.geekzone.co.nz/forums.asp?forumid=81&topicid=295844

It sounds very doable. Either transfer of connection or by setting up a connection on the 'unused' port of the ONT.

wellygary

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#2926130 13-Jun-2022 15:47

Paulthagerous:

Hi there,

I'm moving into a new (to me) house that already has fibre installed. I am assuming the vendor will have the existing fibre connection cancelled effective from moving day. I tried to organise with Spark to have an order placed now for a connection for me to start on moving day, but they have advised that as there is already a connection there they can't put an order in until it is disconnected.

I did exactly this with Spark in April, get them to provision the second port of the ONT, then it doesn't matter when the connection on the first port leaves,

It all worked a treat....

Paulthagerous

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#2926140 13-Jun-2022 16:35

Thanks everyone. I might call them back and see if I can talk to another agent and get things in order now!

nztim

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#2926144 13-Jun-2022 16:56

One in flight order per ONT port

So if a disconnect in flight order is on PORT 1 you can request a connect primary on port 2 - Not all RSP systems support this but pretty sure Spark does

so just ask for a Port 2 connection

If you want to be connected to port 1 you have to wait for the current in-flight order to complete

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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Wheelbarrow01

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#2926157 13-Jun-2022 17:51

On the surface Spark should have been able to request a port 2 connection the first time you called them, however there is some nuance to the system.

Two salient facts:
1. 3rd generation (Type 300) ONTs only have a single ATA voice port.
2. All Spark connections (including “naked” broadband) require an available ATA port - even if the Spark customer does not intend to use voice. This is because ALL Spark plans have ATA voice enabled by default at network level. This means Spark can add a voice service for any fibre broadband customer in minutes without having to contact Chorus.

So if the incumbent RSP is using the only available ATA voice port, Spark will not be able to place a Port 2 connection as there is no available ATA port for their required plan profile.
Most RSPs don’t offer ATA voice and therefore don’t occupy the ATA port, so this is almost never a problem, but if the RSP in this example does, it could explain why Spark is having issues.

If the OP sends me a PM with the address, I can confirm if this is the issue or not.

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

Paulthagerous

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#2926164 13-Jun-2022 18:11

Wheelbarrow01: On the surface Spark should have been able to request a port 2 connection the first time you called them, however there is some nuance to the system.

Two salient facts:
1. 3rd generation (Type 300) ONTs only have a single ATA voice port.
2. All Spark connections (including “naked” broadband) require an available ATA port - even if the Spark customer does not intend to use voice. This is because ALL Spark plans have ATA voice enabled by default at network level. This means Spark can add a voice service for any fibre broadband customer in minutes without having to contact Chorus.

So if the incumbent RSP is using the only available ATA voice port, Spark will not be able to place a Port 2 connection as there is no available ATA port for their required plan profile.
Most RSPs don’t offer ATA voice and therefore don’t occupy the ATA port, so this is almost never a problem, but if the RSP in this example does, it could explain why Spark is having issues.

If the OP sends me a PM with the address, I can confirm if this is the issue or not.

Thanks Wheelbarrow01. Message sent :)

Paulthagerous

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#2937286 1-Jul-2022 17:39

Update - previous owner had disconnection date set for today. I had been using her connection with no issues. Still haven't been able to get an order through Spark's system as it wont accept the ONT serial number for some reason. So no internet until at least Monday, but have to wait and see. At least Spark have given me more data on my phone to get me through :)

Paulthagerous

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#2937288 1-Jul-2022 17:48

Further update - just been advised this is a current known issue with Chorus' system. So at least it is a known issue and will be resolved.