Trustpower - UFB connection issues, transfer of a current UFB account

Forums › New Zealand Broadband › Trustpower - UFB connection issues, transfer of a current UFB account

Candonz

5 posts

Wannabe Geek

#251637 4-Jul-2019 12:00

After reading the reviews including the commerce commission prosecution I decided that they would have learnt from it addressed their issues and the offer of a new Samsung appliance sounded very attractive.

The Power was mid in pricing and was saving some money. The UFB was marginally cheaper what did I have to loose!

How wrong I was.

The power went across without a hitch. I was transferring my UFB from Vodafone (well I thought I was). I duly gave notice to Vodafone and waited for the notice period to expire. Four days out I rang trustpower to check everything was on track but despite my best intentions and prior communications I found that they had already screwed it up.

The expected transfer had been turned into a new connection by trustpower and they were awaiting for Vodafone to disconnect and then would apply for a new connection.

This would have meant that I would be without internet for anywhere between 2 to 10 days. I sent a written complaint in to trustpower They requested that I cancel my disconnection with Vodafone and tell them that it would be transferred in due course.

Easy, yeah right. I contacted Vodafone and they even sent me a confirmation email that the disconnection would not take place but in reality it was too late and the disconnection proceeded.

I went back to trustpower and they told me no problem but it would take them a minimum of 2 days best, 4 days worst case to make the connection. Vodafone in the meantime had reconnected me despite me requesting them not to. OK I thought but then I got a Txt update from Trustpower who then informed me that the connection would be happening in 12 days time, 15 days from when I had initially expected. Yet again I call keeping my exasperation from expelling pointless profanities. I really do pity the poor call centre ppl. How do they continue to keep a facade front up. You cannot get to speak to anyone who actually knows what is going on. The complaints process is a complete and absolute waste of time.

I politely told them to cancel the connection.

I went and spoke to Vodafone who despite my apparent disloyalty gave me a deal in order to keep me. I have been a customer for some 20+ years so obviously that helped.

Moral. If its too good to be true then it is. DO NOT, I repeat DO NOT put yourself through the misery of doing business with Trustpower.

At the time of writing this there have been articles about the terrible experience s being had at a Springfield Café. I can only liken my experience Trustpower to this.

1 | 2

11302 posts

Uber Geek

Trusted

Lifetime subscriber

#2269827 4-Jul-2019 12:24

You do not contact the LSP (Losing service provider) This is where you went wrong!

Candonz

5 posts

Wannabe Geek

#2269854 4-Jul-2019 13:04

Thanks for your reply

I had to give 30 days notice to Vodafone and I instructed Trustpower to transfer before the termination date.

Trustpower acknowledged that they had got this wrong and had caused the fiasco that followed.

So actually I did nothing wrong!

surfisup1000

5288 posts

Uber Geek

#2269975 4-Jul-2019 15:52

Candonz:

Thanks for your reply

I had to give 30 days notice to Vodafone and I instructed Trustpower to transfer before the termination date.

Trustpower acknowledged that they had got this wrong and had caused the fiasco that followed.

So actually I did nothing wrong!

There is no need to tell your old provider. However, you dodged a bullet by not joining Trustpower. I pity the suckers who sign up to trustpower plans.

Here...

https://www.broadbandcompare.co.nz/p/how-to-switch-broadband

How to switch broadband provider

1. Compare different broadband plans – look at ALL the options

2. Choose a (new) broadband plan and click to sign up

3. You're done! Sit back and wait for your new broadband

Yep, that is literally all there is to it! From the moment you register your details and agree a contract with your new broadband provider they will get the ball rolling for you.

Depending on which broadband provider you have signed up with they will send you confirmation emails, text message confirmation, and, in most cases, contact your current provider to get your old contract cancelled and transferred to them.

quickymart

13786 posts

Uber Geek

ID Verified

#2269977 4-Jul-2019 15:56

Candonz:

Thanks for your reply

I had to give 30 days notice to Vodafone and I instructed Trustpower to transfer before the termination date.

Trustpower acknowledged that they had got this wrong and had caused the fiasco that followed.

So actually I did nothing wrong!

Actually, you did - when Trustpower took over the connection, Vodafone would have been sent a notice that the connection was being moved. By you telling Vodafone to cancel, that would have screwed up that entire process. Yes, you would have been paying for two connections for a short time, but at least your service would have been continuous and uninterrupted.

Jase2985

13428 posts

Uber Geek

ID Verified

Lifetime subscriber

#2270118 4-Jul-2019 19:27

the entire situation was your own doing.

glad it was sorted in the end

Taubin

557 posts

Ultimate Geek

ID Verified

Subscriber

#2270451 5-Jul-2019 12:47

I just want to clarify for my own sanity. I'm currently with Voyager and happy, however 2degrees has a cheaper plan and my phone with them. I'm thinking of switching. Voyager says they need 30 days notice. If I do decide to switch, I should just sign up with 2degrees and not notify Voyager? I have fibre installed already so it would just be a company switch. I don't want to screw anything up (I have a ticket open with Voyager asking if they can match or come close to 2degrees in price).

ZL2TOY/ZL1DMP

Linux

11302 posts

Uber Geek

Trusted

Lifetime subscriber

#2270456 5-Jul-2019 12:51

As above do not contact the LSP (losing service provider) or things can get very messy as what has happened here

Backblaze

Backblaze Unlimited Backup. World’s easiest cloud backup. Get peace of mind knowing your files are backed up securely in the cloud (affiliate link).

Taubin

557 posts

Ultimate Geek

ID Verified

Subscriber

#2270461 5-Jul-2019 12:59

Linux:

As above do not contact the LSP (losing service provider) or things can get very messy as what has happened here

Thank you, I just wanted to make sure I was reading it correctly. I'll see what happens with Voyager and if they can come close or not. Cheers.

ZL2TOY/ZL1DMP

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#2270462 5-Jul-2019 13:02

You *never* contact the LSP first.

There are literally hundreds and hundreds of posts on here from people who end up with issues because they do this. The actual correct process is very simple and I'm simplify this to avoid yet another long thread detailing what and what not to do.

If your existing RSP has a month notice period contact your new RSP and ask for a connection a few days before your existing RSP monthly billing date. Once this is confirmed ring your old RSP and give them notice. Your new RSP will take over the connection a few days before your billing cycle. Your old RSP will then get a disconnection notice and will end your billing on the date you gave them. You effectively end up paying twice for a few days service but experience no downtime.

By doing it the wrong way like you did your new RSP can't lodge a new order until your old disconnection has occurred as a service order is already present on the connection and service orders can't be stacked. This means you can end up with a loss of service just as you have experienced.

Trustpower (nor Vodafone) are to blame for what happened so getting angry at them won't help.

Taubin

557 posts

Ultimate Geek

ID Verified

Subscriber

#2270464 5-Jul-2019 13:07

Cheers, I'll make sure I don't screw it up!

To be clear as well, I haven't cancelled Voyager, I just emailed them to ask if they could match (or come close to matching) 2 degrees offer.

ZL2TOY/ZL1DMP

Candonz

5 posts

Wannabe Geek

#2270514 5-Jul-2019 13:57

I need to make a clarification as ppl here are saying it was my fault. Trustpower actually requested that I contact vodafone.

Yes I did question that but they insisted that I needed to contact them to give notice. They acknowledged the mistake made by one of their people in insisting that I notify Vodafone.

The real purpose of my post was to warn of the in-competencies that are present in trustpower period.

Candonz

5 posts

Wannabe Geek

#2270557 5-Jul-2019 14:08

Taubin:

I just want to clarify for my own sanity. I'm currently with Voyager and happy, however 2degrees has a cheaper plan and my phone with them. I'm thinking of switching. Voyager says they need 30 days notice. If I do decide to switch, I should just sign up with 2degrees and not notify Voyager? I have fibre installed already so it would just be a company switch. I don't want to screw anything up (I have a ticket open with Voyager asking if they can match or come close to 2degrees in price).

With so many companies trying to sell/bundle broadband services with their core product raises the infrastructure they have to properly manage this.

Broadband (adsl/vdsl/ufb is not 2degrees backbone.

Yes the same could have been said about vodafone but they bought that business ie: telstraclear and along with it the personnel to support it

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#2270578 5-Jul-2019 15:17

Candonz:

I need to make a clarification as ppl here are saying it was my fault. Trustpower actually requested that I contact vodafone.

Yes I did question that but they insisted that I needed to contact them to give notice. They acknowledged the mistake made by one of their people in insisting that I notify Vodafone.

The real purpose of my post was to warn of the in-competencies that are present in trustpower period.

You need to contact the LSP (in this case Vodafone) but need to do this after you've lodged your new connection.

allune

108 posts

Master Geek

#2270816 5-Jul-2019 22:12

Oh gosh interesting thread and I wonder if I did our transfer right. :/

So you do not tell your current provider “to cancel” as that won’t be the right transfer process. Can you just tell them when giving notice that this is a notice that you’re transferring providers?

lNomNoml

1805 posts

Uber Geek

ID Verified

#2270823 5-Jul-2019 22:52

Linux:

You do not contact the LSP (Losing service provider) This is where you went wrong!

Really? I thought he went wrong here:

Candonz:

After reading the reviews including the commerce commission prosecution I decided that they would have learnt from it addressed their issues and the offer of a new Samsung appliance sounded very attractive.

1 | 2