Switching to Vodafone - normal procedure?

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jpfree

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Topic # 148965 7-Jul-2014 09:17

I've signed up to switch to Vodafone VDSL, moving from Orcon. I got a phone call this morning saying I need to ring Orcon and request them to disconnect me before Vodafone can proceed.

I explained to the CSR that I don't haven't received the Vodafone modem yet and that they need to arrange for Chorus to do wiring but she insisted I must first disconnect with Orcon.

My concern that I would then be without internet was met with "the internet should only be down for a few days".

Is this normal? I assumed the sequence would be along the lines of:

Modem received.
Time arranged with Chorus, tech visits and performs wiring.
Switchover occurs.

I also thought that the churn process meant the previous ISP was "automatically" disconnected.

I'm reluctant to do anything at the moment if it's going to mean a lot of downtime...

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Vocus

Reply # 1082201 7-Jul-2014 09:21

This doesn't sound right. You should let us know you're leaving for accounts purposes, but it should have no bearing on the churn process itself.

johnr

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Reply # 1082207 7-Jul-2014 09:33

Is the Orcon account in your name?

jpfree

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Reply # 1082208 7-Jul-2014 09:34

Yes, both accounts are in my name.

johnr

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Reply # 1082234 7-Jul-2014 10:15

Can you DM me your details please you should not need to contact Orcon

scuwp

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Reply # 1082259 7-Jul-2014 10:46

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Sounds exactly the WRONG thing to do for a typical switch. The receiving ISP looks after everything. If you interfere in that process by canceling with your current provider that's when the problems start. We recently switched and only after everything was up and running did we contact the old provider to ensure we got a final account and everything was closed off properly.

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xpd

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Reply # 1082286 7-Jul-2014 11:02

I recently went from Orcon to Vodafone - didnt have to talk to Orcon at all. So as above...somethings gone wrong.

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jpfree

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Reply # 1082292 7-Jul-2014 11:10

Thanks all for the advice. Sounds like something has gone wrong, I've PM'd johnr with my details.

Demeter

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Reply # 1082307 7-Jul-2014 11:34

Hi there - something has definitely gone awry with this order and I'm getting it sorted now. Sorry about that!

Just so I'm sure I've covered everything, could you let me know if you happen to have a VDSL splitter installed already or if this needs to be done too? Also, did you get a modem from us? I can see a hw order but it doesn't look like it completed - I just need to be sure.

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jpfree

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Reply # 1082312 7-Jul-2014 11:39

Hi Demeter, no haven't received the modem yet. I'm just on Orcon ADSL right now, so don't have a master splitter.

Demeter

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Reply # 1082325 7-Jul-2014 11:53

jpfree: Hi Demeter, no haven't received the modem yet. I'm just on Orcon ADSL right now, so don't have a master splitter.

Thanks for the confirmation, following up on this now. With a reassignment, there is no need to contact your old provider, I'll get our provisioning team onto this.

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Coil

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Reply # 1082326 7-Jul-2014 11:54

Standard process would be known as a reassignment. This mean there is a losing service provider and a gaining service provider in one swap. My bet is how ever you signed up its gone through as a new connection and we picked up there is an intact at the house that needs disconnecting before we can continue. Probably the CSR figured out it was yours still went with that option as making a reassignment worksheet is an arse.

nakedmolerat

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Reply # 1082330 7-Jul-2014 12:02

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TimA: Standard process would be known as a reassignment. This mean there is a losing service provider and a gaining service provider in one swap. My bet is how ever you signed up its gone through as a new connection and we picked up there is an intact at the house that needs disconnecting before we can continue. Probably the CSR figured out it was yours still went with that option as making a reassignment worksheet is an arse.

So one lazy Vodafone CSR need to be disciplined?

Demeter

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Reply # 1082349 7-Jul-2014 12:23

nakedmolerat: So one lazy Vodafone CSR need to be disciplined?

More like human error - the agent just saw the new install at an address with a current intact and didn't notice the losing service provider details on the worksheet, so he didn't realise it was a reassignment.

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johnr

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Reply # 1082350 7-Jul-2014 12:24

nakedmolerat:
TimA: Standard process would be known as a reassignment. This mean there is a losing service provider and a gaining service provider in one swap. My bet is how ever you signed up its gone through as a new connection and we picked up there is an intact at the house that needs disconnecting before we can continue. Probably the CSR figured out it was yours still went with that option as making a reassignment worksheet is an arse.

So one lazy Vodafone CSR need to be disciplined?

Sorry you never made an error? Not related to lazy in anyway

Coil

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Reply # 1082352 7-Jul-2014 12:26

nakedmolerat:
TimA: Standard process would be known as a reassignment. This mean there is a losing service provider and a gaining service provider in one swap. My bet is how ever you signed up its gone through as a new connection and we picked up there is an intact at the house that needs disconnecting before we can continue. Probably the CSR figured out it was yours still went with that option as making a reassignment worksheet is an arse.

So one lazy Vodafone CSR need to be disciplined?

Not specifically lazy, Once a new connection worksheet has been submitted changing that to a reassignment is quite difficult in terms of you need to close the open service order, wait 24 hours then re make a new worksheet. I am just speculating regardless.

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