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121 posts

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Topic # 151576 29-Aug-2014 13:20
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We've just moved into a rental property in Albany, which was recently built so has UFB.

The previous tenant had a connection with Slingshot, so I thought it would be trivial to line up an install with our ISP (Vodafone), and get connected on moving day.

Turns out that Chorus kept rejecting the connection request as the 'connection was in use'.

I had confirmed with our landlord that the tenant had requested a disconnection, but even after we had moved in the connection was still 'locked' from Chorus's perspective.

I ended up calling Slingshot and apparently they couldn't free up the connection at the property as the old tenant was yet to move into their new connection address.

Its now a week after we've moved in and Chorus is still rejecting abandonment requests from Vodafone and rejecting new connection requests.


This seems to be a huge oversight in the UFB connection process, and I'm sure there will be similar issues in future.

It's even worse that DSL because we can't just use another copper pair to get the service going in parallel, and from what I've read in other threads, the Chorus ONT isn't able to support simultaneous ISP connections.


Frustrating to say the least being without an internet connection for a whole week, our request has been escalated within Vodafone today (they had definitely dropped the ball on the whole thing, I was calling them daily with no progress).

Fortunately they have topped up my data allocation and have promised to give us some compensation, but we still don't have an RFS date....


The icing on the cake is that the previous tenant took the power cable for the ONT!




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  Reply # 1117943 29-Aug-2014 13:22
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you would think that a connection could only be in limbo for 7 days at the most...weird that there isn't a policy for this.

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  Reply # 1117949 29-Aug-2014 13:31
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Your ISP would need to put in an abandonment request with chorus to abandon the line and then process a new connection otherwise chorus will continue to reject it.

 
 
 
 




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  Reply # 1117950 29-Aug-2014 13:33
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Vodafone have tried an abandonment request, they said:

"[Chorus] will not disconnect the active service due to their process"

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  Reply # 1117954 29-Aug-2014 13:38
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chrispchikin: We've just moved into a rental property in Albany, which was recently built so has UFB.

The previous tenant had a connection with Slingshot, so I thought it would be trivial to line up an install with our ISP (Vodafone), and get connected on moving day.

Turns out that Chorus kept rejecting the connection request as the 'connection was in use'.

I had confirmed with our landlord that the tenant had requested a disconnection, but even after we had moved in the connection was still 'locked' from Chorus's perspective.

I ended up calling Slingshot and apparently they couldn't free up the connection at the property as the old tenant was yet to move into their new connection address.

Its now a week after we've moved in and Chorus is still rejecting abandonment requests from Vodafone and rejecting new connection requests.


This seems to be a huge oversight in the UFB connection process, and I'm sure there will be similar issues in future.

It's even worse that DSL because we can't just use another copper pair to get the service going in parallel, and from what I've read in other threads, the Chorus ONT isn't able to support simultaneous ISP connections.


Frustrating to say the least being without an internet connection for a whole week, our request has been escalated within Vodafone today (they had definitely dropped the ball on the whole thing, I was calling them daily with no progress).

Fortunately they have topped up my data allocation and have promised to give us some compensation, but we still don't have an RFS date....


The icing on the cake is that the previous tenant took the power cable for the ONT!






Chorus can not disconnect a service from one provider and give it to another without the previous provider (the one with the active service) 's permission (level playing feild for all) - This is the same for POTS xDSL or any other service - the problem lies with the previous provider - Slingshot could and can release the connection, its up to them, the moveing to a new address by the previous tentent has nothing to do with it.

And dont warry the previous tenet will get the bill for the missing power supply when the chorus tech comes along to replace it.

The abandonment request will not go through without due process unless slingshot say yes early ( same level playing feild for all - the big players as well as the ma&pa service providers eevn if sometimes the service providers dont play fair or try to not have to pay fees to disconnect and reconnect @ another stage)

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BigPipe

  Reply # 1117955 29-Aug-2014 13:38
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This happens sometimes with DSL too.

We had a couple of examples last year of this in student houses where last year's tenants had moved out, but because they had a 12 month contract with ISP X that lasted longer than their tenancy, where the contract break fee was higher than just paying it out until the end of the contract, they chose to schedule their disconnection for a date that was long after they had actually moved out, so as to minimise the cost to them.  

So when new tenants moved in, the previous tenants still had about 3 weeks left on their contract.

The new tenants signed up with Bigpipe, we tried placing the order with Chorus for new connection.
It was rejected because already in use.

So we placed abandonment request, which was rejected by the existing ISP because, understandably, as far as they knew, they still had existing customer there for a couple of weeks.

The only thing we could do was wait for the scheduled disconnection to happen and then place our order.
This meant the new people were without broadband for over 3 weeks - which really sucked for them.  (ironically, one of the new tenants was the child of a senior Telco executive who shall remain nameless)




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  Reply # 1117956 29-Aug-2014 13:43
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Interesting how there was never a problem when a connection was slammed by some third party marketing company but when a legitimate request comes through it's blocked.




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BigPipe

  Reply # 1117957 29-Aug-2014 13:48
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freitasm: Interesting how there was never a problem when a connection was slammed by some third party marketing company but when a legitimate request comes through it's blocked.


the slamming only works when you know the previous ISP and can place a transition order.

If you, as the new ISP, don't know the name of the previous ISP, you can't place a transition order, and it will be rejected if the line has an existing ISP. (which is generally the case with new tenants. i.e. They don't know the ISP at that property that holds the account.)

So the power marketing guys doing all the slamming before will cold call and check who the current ISP is, then they can be on their merry way and put through a transition order, which will go through just fine.




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  Reply # 1117958 29-Aug-2014 13:49
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  Reply # 1117968 29-Aug-2014 14:03
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Another random thought...when choosing ISP's, make sure you have a listen to their music on hold before signing up.

Had to listen to an hour of the same 3 songs today...

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  Reply # 1117970 29-Aug-2014 14:19
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See if you can get hold of another adapter and just use their connection in the meantime (they possibly removed it to prevent you doing just that).



Make sure you keep onto Vodafone to get a result.




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  Reply # 1117993 29-Aug-2014 14:44
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Just called Slingshot (again), eventually managed to speak to a team leader.

They called the old tenant while I waited on hold, apparently they were moving to an address that wasn't UFB capable, so their UFB connection was just stuck in Slingshot's system.

Slingshot has just gotten internal consent to disconnect the UFB service at that address and their going to call me back with the OOT as soon as they've logged it with Chorus this afternoon!!

Once again proving that you really do have to manage ISP(s) to get anything done...*sigh*

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  Reply # 1118007 29-Aug-2014 15:26
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Its funny when i see this stuff. I have had people (More than 2) whos lines were abandoned by a Neighbor and no questions asked to either side. If you ask me its all backwards.




 


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  Reply # 1118008 29-Aug-2014 15:27
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TimA: Its funny when i see this stuff. I have had people (More than 2) whos lines were abandoned by a Neighbor and no questions asked to either side. If you ask me its all backwards.


Neighbor?

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  Reply # 1118011 29-Aug-2014 15:35
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kenkeniff:
TimA: Its funny when i see this stuff. I have had people (More than 2) whos lines were abandoned by a Neighbor and no questions asked to either side. If you ask me its all backwards.


Neighbor?


Neighbour, Neighbor, Neighbours, or Neighbors, may refer to: Person who lives in one's neighbourhood. My auto correct doesnt use a "U".. Who cares.




 


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  Reply # 1118012 29-Aug-2014 15:37
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TimA:
kenkeniff:
TimA: Its funny when i see this stuff. I have had people (More than 2) whos lines were abandoned by a Neighbor and no questions asked to either side. If you ask me its all backwards.


Neighbor?


Neighbour, Neighbor, Neighbours, or Neighbors, may refer to: Person who lives in one's neighbourhood. My auto correct doesnt use a "U".. Who cares.


Don't care about your spelling, just interested in your example? I'm struggling to imagine the situation?

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