ISP refusing to cancel a disconnection

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Stan

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#139404 7-Feb-2014 20:37

I decided to change isps around a month from my current isp (fullflavormedia) I emailed to give my one months notice as stated in their contract.

I signed up to new isp (telecom) on there website, received my modem and an email from telecom advising me as to expected connection date (that I had stipulated)
A "New and Move Tier 3" telecom person had emailed me asking for some my ASID number and a few other details as my connection is a tad tricky to set up fullflavor emailed me that.

When telecom attempted to connect me chorus advised telecom that there was a disconnection already in place on my line so they could not connect me so I emailed multiple times to fullflavor to cancel the disconnect however I received no response. The telecom rep has also attempted to get it cancelled but fullflavor won't budge it would seem.

If worst comes to worse I guess I can live with the cancellation and be without internet and a phoneline for a day or two while it gets reconnected however I would prefer to have a smoother transition, is there anything I can to force fullflavor to cancel it?

Not complaining about telecom at all my tech Josh Savage has been absolutely fantastic.

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#982108 7-Feb-2014 21:43

Well without knowing their side of the story it's tough to tell if they are being dicks about it or not. It's always best to only contact your outgoing ISP after you've started the churn process with the new one to prevent such confusions taking place, and to make sure your account does in fact get closed off.

It's possible that the moment you said you were cancelling on X date they put in the cancellation order for that date to chorus immediately which would in effect lock telecom out with an open service order, as has happened.

They shouldn't refuse to stop the cancellation though, that's just dumb and vindictive as it's obvious what problem that will cause

mattwnz

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#982134 7-Feb-2014 23:35

I thought you only had to contact the winning company, not the losing one when changing ISPs, and the winning company would arrange the transfer fully. Although who actually polices it so the ISPs are doing eveything correctly, Chorus?. It however is wise to contact the losing company afterward, to make sure it has been canceled with them, so they don't continue to bill you.

nakedmolerat

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#982138 7-Feb-2014 23:53

mattwnz: I thought you only had to contact the winning company, not the losing one when changing ISPs, and the winning company would arrange the transfer fully. Although who actually polices it so the ISPs are doing eveything correctly, Chorus?. It however is wise to contact the losing company afterward, to make sure it has been canceled with them, so they don't continue to bill you.

Correct, this is my understanding too.

Contact 'B', the new company.

Wait for changeover and everything is good to go.

Then contact 'A' to confirm the disconnection.

Stan

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#982140 7-Feb-2014 23:57

insane: Well without knowing their side of the story it's tough to tell if they are being dicks about it or not. It's always best to only contact your outgoing ISP after you've started the churn process with the new one to prevent such confusions taking place, and to make sure your account does in fact get closed off.

It's possible that the moment you said you were cancelling on X date they put in the cancellation order for that date to chorus immediately which would in effect lock telecom out with an open service order, as has happened.

They shouldn't refuse to stop the cancellation though, that's just dumb and vindictive as it's obvious what problem that will cause

I wish I knew there side too my telecom rep and myself have been unable to get a response from them since (I believe he asked chorus to escalate this 3x last week).
The only reason I contacted them in the first place was because I wanted to know how much my disconnection fee would be as I was just inside my contract and because I have to give them one months notice when disconnecting. Fullflavor asked me if I wanted to confirm I was churning to another provider after they told me what my final bill was and I said yes

I hope this is an innocent mistake and not vindictive, I was hoping posting on here would get a response from them and perhaps some action.
I guess there I can not get this overridden by chorus?

myfullflavour

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#982153 8-Feb-2014 01:29

Can you send me a PM so I can look into this.

If a customer gives us notice of cancellation, one of the steps in the "off-boarding" process is to lodge a cancellation with Chorus for the final date of service. In some cases customers transfer away to another ISP but most common are move address orders or customers switching to fibre and cancelling their copper.

johnr

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#982161 8-Feb-2014 06:28

You can't have 2 orders on one line,

LennonNZ

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#982165 8-Feb-2014 07:23

This is one of the problems with moving between ISPs..

If new ISP puts in churn order before old ISP cancellation then old ISP's cancellation is rejected
If old ISP puts in cancellation order before new ISP churn then new ISP churn will be rejected

This problem has been around for a long time.

If a customer decides to move and gives notice to an ISP (as their T&C say) then the customer thinks they have 30 days to find another ISP so they look around but then as they are blocked from moving!! (if the old ISP puts thru order the same day they know)

What do other ISP's do?

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Stan

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#982169 8-Feb-2014 08:16

myfullflavour: Can you send me a PM so I can look into this.

If a customer gives us notice of cancellation, one of the steps in the "off-boarding" process is to lodge a cancellation with Chorus for the final date of service. In some cases customers transfer away to another ISP but most common are move address orders or customers switching to fibre and cancelling their copper.

But why set up a cancellation if you knew I was churning Jesse?

Telecom, chorus and myself have been trying to contact you for the past few weeks sending multipul emails.

NonprayingMantis

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#982190 8-Feb-2014 09:15

myfullflavour: Can you send me a PM so I can look into this.

If a customer gives us notice of cancellation, one of the steps in the "off-boarding" process is to lodge a cancellation with Chorus for the final date of service. In some cases customers transfer away to another ISP but most common are move address orders or customers switching to fibre and cancelling their copper.

If the customer gives notice of cancellation because they are moving to another ISP then you shouldn't do that because it causes the very problem in this thread.

This whole '30 day notice' period is IMO a bit of a rort. Almost all ISPs do it, and it makes it much harder to move ISPs than it should be.

charsleysa

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#982250 8-Feb-2014 13:07

Full flavour media are pretty uncooperative when it comes to things like this.
You made a wise choice moving away from that company, too much down time, inadequate gear for given to their customers even though they are a "business grade " service.
They have the worst customer service possible, especially since they try to sabotage your connection when you swap over to another ISP.

I had to wait 8 days to get my line reconnected with chorus, had to use mobile broadband during that time which wasn't cheap.

I made a bad move ever choosing Full flavour media as my VDSL provider, ended up costing me hundreds more.

Regards
Stefan Andres Charsley

webwat

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#982260 8-Feb-2014 13:21

Stan:
insane: Well without knowing their side of the story it's tough to tell if they are being dicks about it or not. It's always best to only contact your outgoing ISP after you've started the churn process with the new one to prevent such confusions taking place, and to make sure your account does in fact get closed off.

It's possible that the moment you said you were cancelling on X date they put in the cancellation order for that date to chorus immediately which would in effect lock telecom out with an open service order, as has happened.

They shouldn't refuse to stop the cancellation though, that's just dumb and vindictive as it's obvious what problem that will cause

I wish I knew there side too my telecom rep and myself have been unable to get a response from them since (I believe he asked chorus to escalate this 3x last week).
The only reason I contacted them in the first place was because I wanted to know how much my disconnection fee would be as I was just inside my contract and because I have to give them one months notice when disconnecting. Fullflavor asked me if I wanted to confirm I was churning to another provider after they told me what my final bill was and I said yes

I hope this is an innocent mistake and not vindictive, I was hoping posting on here would get a response from them and perhaps some action.
I guess there I can not get this overridden by chorus?

I suspect that being inside the minimum term contract, full flavour wanted to make sure they don't get pinged by chorus for early cancellation fees that are difficult to pass on to cancelled customers. Basically Chorus should have a foolproof system for dealing with this, and I thought they did sort these issues out already.

Time to find a new industry!

michaelmurfy

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#982303 8-Feb-2014 15:39

After experiencing Jesse's attitude problems first hand on this forum I am not surprised at all this happened.

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Stan

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#982433 8-Feb-2014 20:50

charsleysa: Full flavour media are pretty uncooperative when it comes to things like this.
You made a wise choice moving away from that company, too much down time, inadequate gear for given to their customers even though they are a "business grade " service.
They have the worst customer service possible, especially since they try to sabotage your connection when you swap over to another ISP.

I had to wait 8 days to get my line reconnected with chorus, had to use mobile broadband during that time which wasn't cheap.

I made a bad move ever choosing Full flavour media as my VDSL provider, ended up costing me hundreds more.

Mate that is not good I hope telecom can manage to get me on sooner than 8 days. The chorus tech round here is fairly good (if its the same one who connected my house up originally)

I hope full flavour cancel the disconnection before it gets disconnected.

kornflake

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#982440 8-Feb-2014 20:57

If the canelation has been accepted, by chorus, it will be extreamly hard to cancel it. My bet is you will need to wait till it happens, in order for the service order to close, before another can be opened on your line.

insane

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#982471 8-Feb-2014 21:55

kornflake: If the canelation has been accepted, by chorus, it will be extreamly hard to cancel it. My bet is you will need to wait till it happens, in order for the service order to close, before another can be opened on your line.

Sorry but that's not true at all. If that's the experience or limited access you have then it's unfortunate, but it only takes a few clicks (if systems are integrated) or a phone call to get a cancellation for a future date stopped, or any change made to an order for that matter.

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