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1733 posts

Uber Geek

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  # 1390191 19-Sep-2015 12:56
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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.

All I've seen here is lots of self justification as to why the customer was switched, even a statement saying that changing would not improve things and that no actual guarantee level of service can be given (not winning any customers with that)

The right way would have been:- " Hey we will check it out, If we messed up an apology will be issued to the customer, and we will assist in returning them back to their telco and help them out with any additional costs incurred"

2905 posts

Uber Geek

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  # 1390275 19-Sep-2015 15:18
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I personally believe ringing up their old ISP and saying that they were inadvertently moved over to another isp. This process could be called getting "slammed". And the TDR could get involved if you fail to reach a suitable agreement with the new ISP you got moved to.

My view is first ring up old isp and say you were moved without your consent. Then ring up new ISP and say you are moving back to your original ISP since you were moved without your consent and would not be paying any Early Termination Clauses as it was a fault of the new ISP and not you.
The worst situation would be if the new ISP disconnected your line. So its always safer for the old ISP to get an order into the system with Chorus first before any inadvertent disconnection occurs.



80 posts

Master Geek

  # 1390760 20-Sep-2015 21:03
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coffeebaron: What was the outcome of this topic:




That was a rental we were in, we brought the current house we were in before the issue was resolved.



80 posts

Master Geek

  # 1390771 20-Sep-2015 21:11
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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,





I welcome anyone from vodafone to get a copy of my call and post it on here and it will be 100% exactly like I have told it.




As for changing not making a difference, I am not an adsl tech so was only taking the word of the lady from vodafone. I am currently getting about 2 Mbps vodafone done their online checks and said I should be getting around 7-9Mbps which is why I said I would like it confirmed before I agreed to switch over (and I explained to her there would be no point me swapping if the speeds were too be the same)





4738 posts

Uber Geek

  # 1390772 20-Sep-2015 21:11
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Do you have any line stats available (from your router)?

80 posts

Master Geek

  # 1391559 21-Sep-2015 21:31
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quickymart: Do you have any line stats available (from your router)?
Connection speed is a bit higher today, highest I have seen it is just under 3000 kbps  ADSL LinkDownstreamUpstreamConnection Speed3488 kbps1024 kbpsLine Attenuation32.0 db21.0 dbNoise Margin16.8 db13.0 db

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