Chorus - old tenants UFB connection blocking new order

Forums › New Zealand Broadband › Chorus - old tenants UFB connection blocking new order

CcMaN

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#265793 11-Feb-2020 13:28

Can someone from Chorus please explain this madness...

My ISP say their hands are tied and they can't escalate the issue with Chorus further. The previous tenant has not cancelled their UFB connection with their ISP and my ISP cannot connect us until their connection is cancelled. My ISP has managed to set me up a temp connection on Port 2 of the ONT but on a low speed plan.

I managed to get in contact with the previous tenant, and they were subject to a 30 day notice before their provider will disconnect their connection which is causing delays for my connection.

I have offered proof to my ISP that I am the legal occupier of the property, and according to them Chorus won't accept this sort of evidence.

Can someone from Chorus please help or at least explain, surely in these cases as long as a tenant/home owner can provide evidence that they are the new occupiers of the property they can get the previous occupiers connection disconnected.

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TEAMnetwork

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#2416174 11-Feb-2020 13:58

Ouch!

@Chorusnz @Wheelbarrow01 @BMarquis

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

howdystranger

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#2416175 11-Feb-2020 14:01

Yeah this happened to me ages ago, and I got put onto the second port (and eventually moved to the first port when it was freed up)

Oblivian

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#2416202 11-Feb-2020 14:08

Yep.
Hostage to people that want internet till they leave and throw 30day notices out window and forget theyve paid for the month in advance already!

System doesnt allow for 1 step to proceed until the prior (rq) is done. Archaic but no way around it since isp pays chrous for 1 monthly period, while you pay them for a different one.

tripper1000

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#2416210 11-Feb-2020 14:18

Why setup your own slow connection on port 2? You have a free connection on port 1 for the next ~30 days! Have Lemons, make Lemonade!

nztim

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#2416213 11-Feb-2020 14:25

tripper1000:
Why setup your own slow connection on port 2? You have a free connection on port 1 for the next ~30 days! Have Lemons, make Lemonade!

1. It’s not yours (even tho the subscriber has left)
2. It night not be possible e.g. 2degrees have a custom PPPoE username and password

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

halper86

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#2416215 11-Feb-2020 14:27

tripper1000:

Why setup your own slow connection on port 2? You have a free connection on port 1 for the next ~30 days! Have Lemons, make Lemonade!

Usually you would at least need to know what provider the previous tenant was with - and that was only if the provider used a standard login and password for pppoe/ipoe

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halper86

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#2416216 11-Feb-2020 14:27

nztim:
tripper1000:

Why setup your own slow connection on port 2? You have a free connection on port 1 for the next ~30 days! Have Lemons, make Lemonade!

1. It’s not yours (even tho the subscriber has left)
2. It night not be possible e.g. 2degrees have a custom PPPoE username and password

@nztim , you bet me to this !

Wheelbarrow01

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Chorus

#2416222 11-Feb-2020 14:33

Hi @CcMaN

I appreciate the frustration and will see what I can do. Can you flick me a PM with your address details? I'll make contact with current RSP to see if I can hurry them along.

Unfortunately Chorus cannot disconnect another RSP's service unless that RSP agrees to it, even when clear evidence is presented. We rely on the other RSP accepting that evidence and doing the right thing, but unfortunately we don't always get the desired outcome first time.

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

Chorusnz

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Chorus

#2416253 11-Feb-2020 15:51

Hi @CcMaN, i can appreciate that would be frustrating and on behalf of Chorus i do apologise. As wheelbarrow has pointed out, even with proof you are the owner of the property we cannot just go around disconnecting services willy nilly. We do require approval from the losing service provider before a disconnect order can be processed.

It all comes down to our relationship as a wholesaler of network services.

There is an abandonment process your provider should follow in such a case whereby we can give notice to the losing service provider and if we don't get a response within a reasonable time (5 days off the top of my head) then the old service can be closed. Although Wheelbarrow will be able to assist in following up with the losing service provider to help speed things along, please don't hesitate to contact us if you need any further assistance.

^Richard

CcMaN

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#2416266 11-Feb-2020 16:39

Thanks for the responses Wheelbarrow and ChorusNZ. I have sent my details to Wheelbarrow.

So I understand that my ISP has started the abandonment process, I signed up with my provider on 27 January, so something in the process clearly hasn't worked.

I understand that you can't disconnect active lines without the previous RSP's permission in usual circumstances, but in my opinion in these circumstances there should be a process where an occupier can provide evidence to their RSP who can send this to Chorus to review, or at the very least, provide that to the existing RSP who can request Chorus to terminate the connection.

sampler

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#2416278 11-Feb-2020 17:17

CcMaN:

My ISP has managed to set me up a temp connection on Port 2 of the ONT but on a low speed plan.

Sorry just checking I was under the impression that all ports on an ONT need to have their speeds the same. So I assume your referring to port 1 being on a slower plan than you would like it to have ? (just interested)

Do you know what that speed is at the moment ?

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cyril7

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#2416348 11-Feb-2020 18:12

Normally the first port is the normal port and can be provisioned to full speed, once that is provisioned 2ndry ports can only be configured upto 100/20 plans, I have never understood what the limitation is, my guess is its a deliberate derating control, which is fine and sensible, @bmarquis may be able to shed some light.

Cyril

BMarquis

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Chorus

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#2416349 11-Feb-2020 18:20

cyril7:
Normally the first port is the normal port and can be provisioned to full speed, once that is provisioned 2ndry ports can only be configured upto 100/20 plans, I have never understood what the limitation is, my guess is its a deliberate derating control, which is fine and sensible, @bmarquis may be able to shed some light.

Cyril

It’s more of a product offering thing than a technical one. And the price of secondary services is a different structure which was locked in by Crown Infrastructure Partners.

In saying that, the 1st/2nd Generation ONTs only support 1gbps total throughout, so there is some sensibility from trying to avoid ONT internal chipset congestion.

cyril7

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#2416359 11-Feb-2020 18:23

Hi, thanks for the clarity.

Cyril

hio77

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#2416456 11-Feb-2020 21:46

BMarquis:

It’s more of a product offering thing than a technical one. And the price of secondary services is a different structure which was locked in by Crown Infrastructure Partners.

In saying that, the 1st/2nd Generation ONTs only support 1gbps total throughout, so there is some sensibility from trying to avoid ONT internal chipset congestion.

Interesting, but the 3rd gen can do more? that will be useful for a later conversation ;)

Chorus have discussed the idea of relaxing the product rule publically.

https://sp.chorus.co.nz/product-update/multiple-primary-offers-single-ont

This is a move the other LFC's already do, so it's mainly aligning the largest player with industry.

Where possible, the team over at chorus are pretty good at assisting in these cases. Often the tenant blocking it are doing it deliberately to avoid a billing cycle, but not really understanding the other impact.

other times it's simply an oversight.

I personally rate these issues as far worse than stealing of the ONT Powersupply... but being that i'm currently looking at places,I'm constantly driven up the wall seeing a missing powersupply... it would just top the cake off if as an end user to be told i have to wait for the abandonment of a previous service to happen would just drive me to see red.

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

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