Neighbour signed up for adsl, Chorus gave them our connection instead

Forums › New Zealand Broadband › Neighbour signed up for adsl, Chorus gave them our connection instead

Renenz

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#231970 23-Mar-2018 11:42

I live in one of two houses on the same property (therefore same street address). The second house has not had a phone connection for a couple of years but how has new tenants who signed up for a new connection with an ISP. Chorus has transferred our connection to their ISP instead of using the second phone line that runs to the correct house.

Our ISP has done what they can to get our connection back but Chorus are saying it will take two weeks to reconnect our line.

What can I do or who can I contact to get this treated as a fault rather than a new connection so it can be fixed asap?

It also raises a question around if there are any checks in place before an active connection can be transferred without the permission or knowledge of the current user.

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#1982008 23-Mar-2018 11:58

That sounds odd. Did your isp cancel your contract with them when this occurred? I wouldn’t have thought anyth8ng like that could occur without your permission first as the account owner.

hio77

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#1982010 23-Mar-2018 12:02

These sorts of issues are a nightmare to work with.

Once it happens your up sh!t creak in getting things resolved - Afterall you have to give them the fair time to respond like they should have given you.

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Renenz

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#1982012 23-Mar-2018 12:08

mattwnz: That sounds odd. Did your isp cancel your contract with them when this occurred? I wouldn’t have thought anyth8ng like that could occur without your permission first as the account owner.

Yeah it is odd. The neighbour's ISP initiated the transfer. I don't think our ISP did anything the approve the transfer (and if they did they are keeping quiet about it). As a result we have no active services listed with our ISP so the transfer must have cancelled our contract.

nickb800

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#1982023 23-Mar-2018 12:25

I've had the exact same problem and couldn't manage to speed up the process - took about two weeks to rectify. Took a few days initially to figure out what went wrong!

This was a few years back, and I understood the issue was that the Chorus contractors use a clip on phone to verify if there is a dial tone before using a cable pair. Naked DSL doesn't have a dial tone so they think that the line is unused.

freitasm

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#1982024 23-Mar-2018 12:25

Ping @chorusnz

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Chorusnz

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#1982043 23-Mar-2018 12:51

It is standard for the current provider to be contacted before a line is taken over by a new broadband provider, they'll be given 48 hours to confirm if the change of services is valid.

@Renenz your situation does not sound ideal and I'm more than happy to investigate further. Feel free to PM me and I'll see what I can do. ^Mike

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Renenz

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#1982064 23-Mar-2018 13:39

Thanks @Chorusnz. DM sent

Wheelbarrow01

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Chorus

#1982209 23-Mar-2018 16:00

I believe what has happened here is that the new tenant's RSP was unaware that there was more than one dwelling at the address. So rather than searching for an unused intact line, they have just picked the first line they found at that street address - which happened to have your working connection on it.

They have then treated it like an abandonment scenario and sent a notice to disconnect to your RSP. However if your RSP does not respond after a set timeframe, the abandonment will proceed anyway, thus cutting your services off and connecting the new neighbour's services on your cable pair. Obviously this is not ideal as you are physically in a different location.

Can you please DM me with your physical address? Even if you are not a Spark customer, I should be able to advise you whether there is another copper line available at the property, and what the correct SAM ID for that line is. This information will be helpful to sort the situation out.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

webwat

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#1983561 26-Mar-2018 15:31

Mistakes happen. Have seen one where the customer was disconnected by mistake like you were, but then was pushed to the bottom of a waiting list due to no available ports in the street cabinet.

Time to find a new industry!

hio77

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#1983562 26-Mar-2018 15:33

webwat:

Mistakes happen. Have seen one where the customer was disconnected by mistake like you were, but then was pushed to the bottom of a waiting list due to no available ports in the street cabinet.

These are literally the worst to handle.

It's not like you can go back to the people who shouldn't have gotten the port and go hey, we are putting you back in the Queue, and the loosing party who was affected by it is even more screwed...

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Renenz

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#1983581 26-Mar-2018 16:05

Chorus have been on site and we now have adsl back up and running. Just waiting on the phone connection which should be in the next few hours.

A big thanks to @Chorusnz for your help with getting this sorted.

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fe31nz

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#1983588 26-Mar-2018 16:12

hio77:

webwat:

Mistakes happen. Have seen one where the customer was disconnected by mistake like you were, but then was pushed to the bottom of a waiting list due to no available ports in the street cabinet.

These are literally the worst to handle.

It's not like you can go back to the people who shouldn't have gotten the port and go hey, we are putting you back in the Queue, and the loosing party who was affected by it is even more screwed...

Well actually that is exactly what they should do in a situation like that. Admit they screwed up, badly, and fix it back to the way it was as soon as possible. Anything else is pretty much like saying that a burglar should be allowed to keep what they stole, because they are the ones in posession. I would bet that if it was able to be taken to a disputes tribunal, the decision would be to restore service to the old customer. The new customers will rightly be extremely angry, but if they are fair minded people they will see that it is the right thing to do. It should be in an ISP's terms and conditions that they will do this should the situation arise. And if they are sensible, they will gift the new customer mobile data and maybe loan them a mobile to WiFi router until they can connect them too.

hio77

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#1983591 26-Mar-2018 16:16

fe31nz:

Well actually that is exactly what they should do in a situation like that. Admit they screwed up, badly, and fix it back to the way it was as soon as possible. Anything else is pretty much like saying that a burglar should be allowed to keep what they stole, because they are the ones in posession. I would bet that if it was able to be taken to a disputes tribunal, the decision would be to restore service to the old customer. The new customers will rightly be extremely angry, but if they are fair minded people they will see that it is the right thing to do. It should be in an ISP's terms and conditions that they will do this should the situation arise. And if they are sensible, they will gift the new customer mobile data and maybe loan them a mobile to WiFi router until they can connect them too.

in an ideal world yes.

However when the mistake is on chorus's end, It's more an access provider screwed up not the service provider.

It would be nice if chorus covered the costs for this, however 99% of the time the Service provider foots the bill..

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UHD

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#1983716 26-Mar-2018 18:29

So is OP's ISP at fault for not responding within the set time frame?

richms

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#1983735 26-Mar-2018 19:08

Happened to me, had 2 connections here at home and neighbours at the other house down the driveway wanted internet. Issue is that the house numbers are the opposite way around to what the council have on their maps, so they think they are at #34 when ordering, not at #34A.

Anyway, 2degrees called me to see if I was leaving them, I said no and they cancelled the move, bigpipe didnt and that connection got cut off and I assume the neighbours ISP connected to it because it stopped working. Got it sorted out and saw a chorus tech at the neighbours a while after, I assume looking at the wiring because of trash speeds. That connection took mine down speedwise to the point where having 2 wasnt worth the hassle since it was paying double and only getting slightly more speed across 2 of them due to crosstalk.

I really need to get the second DSL connection livened up again so I have something to migrate to fiber to make them put the ONT where I want it to be in the shed and not the easiest place which would be the house.

Richard rich.ms

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