Chorus incorrectly disconnected us how long before we get connected?

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simian

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#2581265 8-Oct-2020 12:12

Wheelbarrow01:

Back up and running now. The new owner's RSP unfortunately did not follow the correct process. They should have used the Connect & Replace process which would have sent a notification to Spark which they would have then had time to approve or reject..

However in this case, the new owner's RSP ran a transfer and after a few attempts they correctly guessed the name of the current RSP, meaning the transfer to the new owner went through the same day. I have raised this as a training issue with the RSP concerned as the transfer process should only be used when the existing customer is changing RSPs - it should not be used in a move of address/abandonment situation.

And again thank you so much for helping to get this corrected and so quickly!! Spark did seem to be trying to get it fixed but I just don't think they fully understood the situation.

Hopefully when we actually move in two weeks Spark can manage that a bit better (although they did mention that the place we are moving to is already with Spark and that person has their move out date the day before us already as well).

nztim

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TEAMnetwork

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#2581278 8-Oct-2020 12:23

Wheelbarrow01:

Back up and running now. The new owner's RSP unfortunately did not follow the correct process. They should have used the Connect & Replace process which would have sent a notification to Spark which they would have then had time to approve or reject..

However in this case, the new owner's RSP ran a transfer and after a few attempts they correctly guessed the name of the current RSP, meaning the transfer to the new owner went through the same day. I have raised this as a training issue with the RSP concerned as the transfer process should only be used when the existing customer is changing RSPs - it should not be used in a move of address/abandonment situation.

So that Churned it, Naughty!

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

KiwiSurfer

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#2581417 8-Oct-2020 15:22

simian:

And again thank you so much for helping to get this corrected and so quickly!! Spark did seem to be trying to get it fixed but I just don't think they fully understood the situation.

Hopefully when we actually move in two weeks Spark can manage that a bit better (although they did mention that the place we are moving to is already with Spark and that person has their move out date the day before us already as well).

To be fair to Spark, it was out of their control. That other RSP that flouted the rules stuffed things up royally. Would be interested to know who the other RSP was! Although I am sure Chorus can't provide this information. Or maybe first and last letters of their name...? :P

lucky015

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#2581546 8-Oct-2020 18:03

That one is more common than you'd think, I'm aware of at least 4 providers who do that as a matter of standard practice as a legacy workaround from the old copper provisioning system.

In the copper example it was done to activate a service without a more lengthy downtime as well as avoiding a rather obnoxious intact/non-intact fee that chorus seem to charge completely at random when activating a copper service, in the case it's likely to avoid the stand down period associated with the Connect and Replace process.

Secondary service activation's are the quicker solution but most providers don't use this method of activating a service, Chorus are in the process of making other changes which would make it easier for providers to do without significant changes to their back end systems but this seems to be taking quite a while and there is still the sticking point of the first provider to raise an order of any kind locks the ONT and blocks the second provider for how ever long that first provider decides to take with their action (some providers will order a disconnection a month in advance and block the next company).

andrewNZ

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#2581642 8-Oct-2020 21:11

The system sounds so broken. Why the hell can't you order a new connection on an address with a pending disconnection order? Surely those two things should be expected together.

Someone needs a stern talking to.

richms

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#2581754 9-Oct-2020 08:53

Wheelbarrow01:

Back up and running now. The new owner's RSP unfortunately did not follow the correct process. They should have used the Connect & Replace process which would have sent a notification to Spark which they would have then had time to approve or reject..

However in this case, the new owner's RSP ran a transfer and after a few attempts they correctly guessed the name of the current RSP, meaning the transfer to the new owner went through the same day. I have raised this as a training issue with the RSP concerned as the transfer process should only be used when the existing customer is changing RSPs - it should not be used in a move of address/abandonment situation.

Are the ISPs that do this financially punished for flouting the rules? IMO they owe the OP compensation for the damages they caused as well.

Richard rich.ms

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simian

15 posts

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#2592217 26-Oct-2020 19:45

richms:
Wheelbarrow01:

Back up and running now. The new owner's RSP unfortunately did not follow the correct process. They should have used the Connect & Replace process which would have sent a notification to Spark which they would have then had time to approve or reject..

However in this case, the new owner's RSP ran a transfer and after a few attempts they correctly guessed the name of the current RSP, meaning the transfer to the new owner went through the same day. I have raised this as a training issue with the RSP concerned as the transfer process should only be used when the existing customer is changing RSPs - it should not be used in a move of address/abandonment situation.

Are the ISPs that do this financially punished for flouting the rules? IMO they owe the OP compensation for the damages they caused as well.

Spark did adjust my bill for the downtime, however they also took the opportunity to align my billing period forward a month so now I have to pay for 2 months!

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