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303 posts

Ultimate Geek
+1 received by user: 20

Topic # 111329 30-Oct-2012 16:32
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I have situation that I think is very odd and surely this can't be normal.

I have requested a new ADSL connection via Snap for a house I am purchasing on the 7th. We settle on the 7th of November and move on the 8th.

Snap have said they can see the existing owners have a service order in to disconnect there services (with Vodafone I believe) on the 7th. Snap can't order my new connection until AFTER the existing order is marked as complete. So they can place the order with Chorus on the 8th and then it will take up to 10 workings days to complete it.

Problem for me is that is a bit of an issue as I work from home. I had stupidly assumed that this would all happen on the same day.

Snap seemed to think that if I went with Telecom then my connection would happen on the 7th as they have better agreements with Chorus.


Surely this can’t be right, basically means whenever people move into a new house they have to wait for 10 days to get internet service.

Placed topic in the NZ Broadband as this is not a complaint about Snap. Mods move if you feel it is required.

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626 posts

Ultimate Geek
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Spark NZ

  Reply # 709723 31-Oct-2012 10:38
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I work at Telecom in the "BBA Jeopardy Team". The sole job of my team is to monitor every new broadband connection or move, and we act swiftly the moment any job fails. We have robust systems in place to monitor these jobs end to end.

In cases where a previous connection has not cleared, we can still create our connection request, but it becomes a 'linecard waiter' and cannot be attached to the address until the linecard has been cleared.

If no clearing order is in place, we can follow the abandonment procedure available to all providers to attempt to clear the line. If there is a clearing order in place, we have no way of speeding this up. So if my customer is already at the address, but the previous occupant's provider has a disconnection order due on Thursday next week, then we must wait until Thursday next week before we can proceed with our connection.

I can tell you that Telecom does not just order up a new line, unless the previous provider at the address has refused to vacate a line during the abandonment process. This is the only circumstance where Telecom will front the cost of a full install.

And yes, my team put in the effort to proactively monitor each and every job waiting for the previous connection to clear the line. We monitor the address and advise Chorus via Wireline as soon as the intact clears. Chorus then has a 4 working hour SLA to respond and schedule our incoming order. This will always be scheduled for the next available technician slot if a jumper is required. A lot of the time our order will complete within a few hours but only if the port has remained intact.

I hope this helps. Other providers have access to the same information that we do. Whether they proactively manage the jobs as efficiently as we do is a topic for debate elsewhere. There is no special relationship between Telecom and Chorus in this regard.

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

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