Spark slow to disconnect previous tenants UFB

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DrJuggsy

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Topic # 223835 19-Oct-2017 16:33

Our previous flatmate had all of the accounts in his name, including the Spark UFB account.

He has now decided to move into an apartment with his girlfriend (which happened last weekend) and has transferred all of the accounts including the Spark UFB account to his new address.

Knowing that he was moving I put in a request with Orcon for a new account to be set up at our address on Monday. Come Monday evening and I hadn't heard anything from Orcon so I called and was told that they could not provision a new account as the previous account was still active on the line. Call back in 24-48hrs.

I called back yesterday and was told that the provisioning team still did not have the go ahead from Chorus call back in 24hrs.

I called again today and was told that the previous line is still connected and that Chorus will not allow my service to be provisioned.

I have spoken with the previous flatmate and he has confirmed that his account is working at the new address, so why have Spark not removed the account from the line at our address? Is there a way I can speed up their disconnection?

Linux

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Reply # 1886344 19-Oct-2017 16:39

Maybe they setup a new account and did not actually disconnect the old account

Linux

Chorusnz

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Chorus NZ

Reply # 1886352 19-Oct-2017 17:03

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Hi DrJuggsy,

It's possible that the previous Broadband provider has not placed the disconnection order through yet. In which, this would legally stop the new provider taking over the line.

You can request a line abandonment with your provider and this will trigger the release of the line. Your provider will need proof that you're living at the property such as a copy of mail delivered to your address or a tenancy contract.

We're happy to find out what's going on if you PM us your address.
^Mike

gareth41

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Reply # 1886372 19-Oct-2017 18:12

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Just plug a modem in and see if it's still working, spark uses port based auth so no specific user/pass required. If it works then why not use it until Orcon/Chorus sort their stuff out?

DrJuggsy

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Reply # 1886412 19-Oct-2017 19:42

Thought I'd try this, however he took the modem with him and I'm still waiting on Orcon to send me a new one. They won't order the modem until they have a connection date for some reason...

DrJuggsy

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Reply # 1886415 19-Oct-2017 19:46

Linux:

Maybe they setup a new account and did not actually disconnect the old account

Linux

I don't think so.

They were only 12mths into a 24mth contract. Hence moving the account with him.

Plus he was a Spark employee at the time of setting up the account so if he was getting a good deal I'm sure he would've wanted to keep that going

Chorusnz

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Reply # 1886751 20-Oct-2017 09:37

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Hi DrJuggsy, we're waiting on the previous provider, Spark, to confirm that we can provision the connection for your new provider. We have to give the previous provider 5 calendar days to confirm we can remove their services, after that we will automatically provision your service.

If you were a authority on the old account, you could follow up with Spark or ask your old flatmate to give them a message. They're really good & quick at sorting this type of simple query out through there social media channels, like Facebook or Twitter. ^Mike

plas

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Reply # 1886768 20-Oct-2017 09:46

Its UFB, just get them to liven up the second port on the ONT and use that. Enable did it for me last year so the internet was ready to go on moving day without interrupting the previous owners connection.

trig42

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Reply # 1886795 20-Oct-2017 10:11

Yeah, I don't understand why they don't just setup a new UFB account on the second ONT port?

Have you tried a different ISP?

darkasdes2

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Reply # 1887056 20-Oct-2017 16:47

plas:

Its UFB, just get them to liven up the second port on the ONT and use that. Enable did it for me last year so the internet was ready to go on moving day without interrupting the previous owners connection.

Enable have stopped doing that now, I have just transferred ISPs and they wouldn't do that for me.

hio77

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Reply # 1887087 20-Oct-2017 18:13

trig42:

Yeah, I don't understand why they don't just setup a new UFB account on the second ONT port?

Have you tried a different ISP?

This would be the ideal solution.

What i suspect is the OP has ordered a plan which Can't be a secondary service.

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chevrolux

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Reply # 1887088 20-Oct-2017 18:33

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Chorus port 2 stuff kind of sucks.

There just needs to be better abandonment procedures in place. It has been a painful process forever, even copper.

DrJuggsy

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Reply # 1887111 20-Oct-2017 20:06

I asked about doing a port 2 setup, but the level 1 helpdesk just kind of blew off the idea. I don't think they knew what I was asking for.

At the end of the day I guess this is what happens when you use a service like Glimp to get the cheapest deal. You don't end up getting the best service. Hopefully the modem has turned up today and I can jump on the existing Spark line until the abandonment process has run its course.