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4 posts

Wannabe Geek

Topic # 150259 16-Jul-2014 16:10
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Hi All,

Just wondering if anyone is able to shed any light on what is involved in transfer requests for Naked Cable in Christchurch?

I've recently had to move into a rental due to Earthquake repairs happening at my address. The move is temporary (about a month), and we've already been there for two weeks.

I've got naked cable at the old address, and there was working cable at the new address I was going to (old tenant's account though). So I took my surfboard over, connected it up and it was working fine. It was also registering the traffic used to my account, as presumably the usage meter is tracked by the IP of the modem (??).

I also called Vodafone support prior to moving to find out whether I needed to put in a transfer request or not but got mixed answers (first level CSR said yes, but the CSR from the transfer team said no). I elected not to at the time, I was just going to move in and see if it worked (which it did).

So anyway after being at the new address for a week, the service has stopped working. I rang up and after explaining several times, finally got the message across that it was a temporary transfer and lodged a ticket.

Now it has been a week, still no internet, and support are telling me that the transfer is still pending. The last CSR I spoke to told me they were trying to organize a tech to come out. I told them I don't need a tech as the gear is all in (and was working), but apparently that's the hold up.

So presumably all that needs to happen is for the node my modem was reporting to be transferred to the new node? The really funny thing is that the temporary house I'm staying at is only a few blocks away from my normal address!

Thanks for any help or advice anyone can offer... my worry is that by the time the transfer actually happens, I'll be moving out and will then have to put in ANOTHER transfer request which will then have more down time while that happens! Surely this is fairly common given that there are so many people playing musical houses down here at the moment...

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558 posts

Ultimate Geek
+1 received by user: 110

  Reply # 1090156 16-Jul-2014 17:06
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As far as I was aware with cable a technician needed to do the install into the new address so perhaps that's where the holdup is? (I'm surprised that it even worked at the old address as I would have thought that an "uninstall" would have been done when the last person left?)

Could be completely wrong though....

1430 posts

Uber Geek
+1 received by user: 495


  Reply # 1090531 17-Jul-2014 10:46

Hi Mark,

 I think I see what may have happened here.

It is indeed possible to take your cable modem and connect it to a live cable jack at another location (Within reason, going from Christchurch to Wellington will cause issues as they have different IP pools). It is not recommended or supported, however. Usage is tracked by both the MAC address of cable equipment and the IP assigned to that MAC address. When cable jacks are live at an address(and/or the internal copper wiring is still connected to the HFC network instead of Chorus'), it is referred to as 'intact'.

Cable jacks are not left live at the conclusion of service as doing so can result in feedback into the network and cause issues for other customers in the area. For this reason, plus ease of equipment recovery, physical disconnections and the termination of billing usually go hand-in-hand. The previous occupant of the temporary address that had live cable jacks likely had not terminated their billing when you moved in, hence the jacks being live - when they did terminate billing, a technician would most likely have been dispatched to disconnect services externally ('at tap'), at which point your services would have stopped working at that address.

It is technically possible to just terminate the billing and not perform any physical disconnection, which would have allowed you to keep using your services at the new address - an office correction relocation could then have been run to get the service address on your account to match the address you were actually using the services at. Unfortunately, if the previous occupant called up and requested disconnection, and there were no notes on their account to indicate you were now using your services at their then-live address, the rep processing the disconnection would not have known you were there. There's no by-the-books process for this sort of thing as it's quite a rare scenario.

If a tech has disconnected service externally at your temporary address, we'll unfortunately have to get another one back to turn it on again. If the house you've moved out of has not had services disconnected at tap, you should be able to plug your modem back in and have it 'just work' when you return - but, of course, if the renovations involve tinkering with wiring or similar (There's also the aforementioned concern around feedback into the network) a tech may be needed to fix that up as well.

I'm happy to get the right folks to look into this for you to see if a disconnection has indeed been processed for the previous occupant's account, if so, what kind, and to see what we can do about getting a tech to fix it up sooner rather than later. Please send me a private message with your old address, new address, and account number. :)


 - Nik

Product Manager @ PB Tech

4 posts

Wannabe Geek

  Reply # 1090619 17-Jul-2014 12:18
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Awesome thanks Nik, That clears up what the tech was for... I gathered from what the CSR was saying (and because they were trying to arrange for me to be at home when booking it) it was for cabling on the property, but sounds like that's not the case at all.

After chasing up the ticket I've been told a tech has been booked for Monday. Fair enough about disconnecting jacks to reduce feedback, I guess what I should have done is asked the old tenant of my temporary address to advise that there would be someone moving in who was still using the service (temporarily), in conjunction with putting in a transfer request.

PM sent, but sounds like it may be all in hand. I'll just have to make sure I put in a transfer request as soon as I know when I'm moving back.

[Edit] Yikes... wall of text [/Edit]

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