Where too from here (unauthorised services transfer

Forums › New Zealand Broadband › Where too from here (unauthorised services transfer

dakie

80 posts

Master Geek

#180709 18-Sep-2015 18:23

So I have been a customer of spark for over 8 years. Moved to a new house 5 years ago and the speeds were poor and tried multiple things to get it resolved over the past 5 years with no luck

Called Vodafone a week ago today to ask them what speeds the would provide, told them if I were to transfer my home phone and broadband to them then I would I would require a tech to go out first and provide information as to what speeds I would get using them and if I were happy then I would give the go ahead to switch the services. I stated this important bit of info 4 times and was guaranteed there would be no changes.

Guess who had all service cut with Spark and a new connection with vodafone setup.

Not happy at all, I imagine now this is going to cost me a lot of extra charges through reconnecting with Spark as well.

1 | 2

80 posts

Master Geek

#1389860 18-Sep-2015 18:26

And just for the record the speed has been poor since we brought the place. In that time there has been 7 different modems, line filters replaces. A total rewire of the house telco cabling and electrical wiring (forced by a house fire) and a central splitter installed in the ceiling.

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1389863 18-Sep-2015 18:33

Sounds like either sales agent just processed order or had a lack of any decent understanding on how things work.

The request for a tech to come out and prove a speed of a service was never going to happen as it is not a service chorus will in any way provide even as a paid request (Speed is something Chorus seem to deem completely irrelevant unless it is significant and related to a fault that you can prove other than the speed its self)

At this point if you definitely wish to return to your previous provider your best bet is to contact them advising the new proider did not have permission to switch and request they transfer you back, Most likely they will get some info from you regarding the new providers account and service details and then have you switched back and usually waive any attempt to charge you.

As for the new provider you should call them and advise you had not made the request to change and that they should keep the service open to allow you to swap back, then call them after it has been swapped back to ensure they have closed the account and removed any charges.

quickymart

13951 posts

Uber Geek

ID Verified

#1389873 18-Sep-2015 18:57

I wonder if a master filter installation would make a difference here? Maybe not as you did say you rewired the entire house.

Jase2985

13461 posts

Uber Geek

ID Verified

Lifetime subscriber

#1389875 18-Sep-2015 18:57

no one will guarantee you a speed either unless you pay for a service that has a guarantee, and then it would cost you a tonne of money compared to a standard residential plan

johnr

19282 posts

Uber Geek
Inactive user

#1389880 18-Sep-2015 19:12

99% sure you will be connected to the same hardware no matter what ISP you are with so no difference in speed

gregmcc

2147 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1389937 18-Sep-2015 21:15

A nicely written letter explaining that you only asked for information, you did not request to become a customer.

Advise them you won't be paying any of their bills and for them to arrange to have you moved back to your original service provider, any additional charges over and above what you were paying that you will now have to pay you will expect VF to refund to you due to their mistake.

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1390006 18-Sep-2015 23:55

gregmcc: A nicely written letter explaining that you only asked for information, you did not request to become a customer.

Advise them you won't be paying any of their bills and for them to arrange to have you moved back to your original service provider, any additional charges over and above what you were paying that you will now have to pay you will expect VF to refund to you due to their mistake.

That is a very dangerous road to go down,

The way the system works is services get pulled from a provider not pushed to one as they have an ongoing charge it does not allow for a "here, You take this and pay the charges" scenario which is what that would lead to if it was allowed.

Doing anything other than telling the new service provider to keep the service until it is taken from them is a risky business as their natural reaction is to close the service as they cant do anything else, This means you would be left without a service as it prevents the process above.

Tradepub

Free professional, reference and technical white papers (affiliate link).

Athlonite

1828 posts

Uber Geek
Inactive user

#1390018 19-Sep-2015 00:57

Nice answer JohnR you could have started with an apology for the mistake in the first instance and then offered to help the guy before going on about the connection to the same equipment not making any difference

mattwnz

20157 posts

Uber Geek

#1390025 19-Sep-2015 01:11

Ask them to provide you with the contract agreement. I believe ISPs record you if you do it over the phone. If you do it online, they will have a copy of the form submission etc.

johnr

19282 posts

Uber Geek
Inactive user

#1390042 19-Sep-2015 06:44

Athlonite: Nice answer JohnR you could have started with an apology for the mistake in the first instance and then offered to help the guy before going on about the connection to the same equipment not making any difference u

We have only heard one side of the story so no need to attack me and the process of moving the service back has already been covered by Lucky015 who has worked for Vodafone and knows about this stuff more than me, I also note this is not the first time you have told me what I should be posting and I don't appreciate it for a start I volunteer my time on here I don't get paid for it and pick up what I can to help out

If you don't like what I post report it to the Geekzone admin via report post option or ignore my posts,

Thanks

gregmcc

2147 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1390049 19-Sep-2015 07:15

lucky015:
gregmcc: A nicely written letter explaining that you only asked for information, you did not request to become a customer.

Advise them you won't be paying any of their bills and for them to arrange to have you moved back to your original service provider, any additional charges over and above what you were paying that you will now have to pay you will expect VF to refund to you due to their mistake.

That is a very dangerous road to go down,

The way the system works is services get pulled from a provider not pushed to one as they have an ongoing charge it does not allow for a "here, You take this and pay the charges" scenario which is what that would lead to if it was allowed.

Doing anything other than telling the new service provider to keep the service until it is taken from them is a risky business as their natural reaction is to close the service as they cant do anything else, This means you would be left without a service as it prevents the process above.

Don't you think that the at fault party should bare the costs of making things right?

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1390064 19-Sep-2015 08:25

First off going back a few steps there are a few things to point out -

There is no Chorus process for visiting a house to "test speed". This simply doesn't happen, and there is no possible way for something like this to be done without ordering a new connection in the first place. For a "test" scenario like this to occur it would require xDSL to be provisioned on a 2nd pair to your house (if you have one) and a tech to visit, connect this up and test. This would fall under a new connection charge of around $399 (off the top of my head) which you would be charged.

Secondly (and more importantly) your xDSL sync speed will not change between Spark and Vodafone because unless you're in a UCLL area you'll be connected to the exact same ISAM/DSLAM and using the exact same copper to come to your house. With a few notable minor exceptions changing ISP will not magically change your Internet speed.

Your speeds bring slow are a very different issue to the one you've not got yourself into. What does the Chorus coverage map show for your address? And what are your xDSL sync stats?

coffeebaron

6233 posts

Uber Geek

Trusted

Lifetime subscriber

#1390103 19-Sep-2015 09:20

What was the outcome of this topic:

http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=68153

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
Wi-Fi and networking
Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

quickymart

13951 posts

Uber Geek

ID Verified

#1390174 19-Sep-2015 12:10

I'd like to know too. No modem sync stats in that thread either.

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1390183 19-Sep-2015 12:34

gregmcc:
lucky015:
gregmcc: A nicely written letter explaining that you only asked for information, you did not request to become a customer.

Advise them you won't be paying any of their bills and for them to arrange to have you moved back to your original service provider, any additional charges over and above what you were paying that you will now have to pay you will expect VF to refund to you due to their mistake.

That is a very dangerous road to go down,

The way the system works is services get pulled from a provider not pushed to one as they have an ongoing charge it does not allow for a "here, You take this and pay the charges" scenario which is what that would lead to if it was allowed.

Doing anything other than telling the new service provider to keep the service until it is taken from them is a risky business as their natural reaction is to close the service as they cant do anything else, This means you would be left without a service as it prevents the process above.

Don't you think that the at fault party should bare the costs of making things right?

That would be nice but it would require the entire system to be reworked, In this case it is just as easy for the original provider to grab the new account details from the customer and initiate a transfer back as it was for the new provider, Marginal/No costs incurred and cant be prevented by the other provider in any way than the service being closed/cancelled before it can be transferred.

The reason the system works in this way is to limit a providers ability to do anything to a customer that is not their own while still allowing transfer between providers, Realistically if the OP had not given the first account details there would have been very little the second provider could have done.

1 | 2