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840 posts

Ultimate Geek
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Spark NZ

  Reply # 1983976 27-Mar-2018 08:38
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So is OP's ISP at fault for not responding within the set time frame?



I don't want to point the finger as I have no first hand knowledge of this particular example, so the short answer is "possibly". The general chain of events in this scenario is that Chorus will send an abandonment notification to the current RSP as follows:


Chorus has received a request to abandon the following service(s):


[UBA] ASID: 1684xxxxxx


[POTS] Phone Number: xxxxxxxx




RFS: 28/03/2018 PM


Please respond to [Chorus_internal_email] by 14:00 the next business day if you wish to retain the above service(s).


If we do not receive a response from you the abandonment request will be completed and the above service(s) terminated.


The RSP then has a responsibility to try and make contact with their customer within the required timreframe to confirm if they have vacated or plan to vacate the property. Obviously there are times where an RSP may have trouble getting in touch with their customer if they are not home or the RSP holds other contact information (ie a mobile number) which is not up to date. So there will always be some occasions where contact cannot be made despite best efforts. In those cases, the RSP will generally not respond to Chorus (or at least not within the required timeframe) and the connection will subsequently be terminated - but that does not mean the RSP didn't attempt contact.

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


622 posts

Ultimate Geek
+1 received by user: 280

  Reply # 1984586 27-Mar-2018 22:53
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Interesting, BigPipe is one example of an RSP that does not bother checking at all. I ported away recently and only received an e-mail from them confirming my account cancellation well after the new ISP had connected. No phone call, no e-mail or anything checking to see if I had initiated the port at all. All my details were correct in their system as well.

719 posts

Ultimate Geek
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Full Flavour

  Reply # 1984588 27-Mar-2018 23:06
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A transfer is different to the abandonment process.

Transfer - losing RSP doesn't receive a notification
Abandonment - Chorus contacts the losing RSP to confirm the transfer can go through

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