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Forums › New Zealand Broadband › Naked DSL connection taken by another provider?
andrewcnz

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#61401 16-May-2010 11:39
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When my internet stopped on midday Friday I thought it was the router so I got another one , still no good so I then rang my ISP snap. It turns out that another provider has got the line now. How does this happen I never asked another provider for an internet service. Now snap have to try and get it back. Oh dear how can this happen!? 

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sbiddle
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  #330594 16-May-2010 11:57
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There are many ways in which this could happen and without knowing more it would be hard to give an actual answer.

Do you have internet access right now with a new provider?



andrewcnz

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  #330596 16-May-2010 12:10
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sbiddle: There are many ways in which this could happen and without knowing more it would be hard to give an actual answer.

Do you have internet access right now with a new provider?


Well I have an ADSL connection, but my snap user name and password are no good. I'm not sure who the other provider could be and snap don't know.
I'm using a T stick to get on-line at the moment.

nate
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  #330605 16-May-2010 13:46
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andrewcnz: When my internet stopped on midday Friday I thought it was the router so I got another one , still no good so I then rang my ISP snap. It turns out that another provider has got the line now. How does this happen I never asked another provider for an internet service. Now snap have to try and get it back. Oh dear how can this happen!? 


Did someone else in your household swap internet providers?

All you need to swap is the name on the account, account number and address.  Wholesale are very picky about this, so it needs to be exactly right - someone must've taken a copy of your Snap bill and given this to your "new" provider.



Kyanar
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  #330612 16-May-2010 14:21
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The new provider isn't Slingshot is it? They have a bad reputation for what the Americans call "slamming" (where they call you up, and during the course of the marketing call collect just enough details to change your line then do so without express permission) - just look at this thread and this thread.

andrewcnz

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  #330665 16-May-2010 17:11
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Kyanar: The new provider isn't Slingshot is it? They have a bad reputation for what the Americans call "slamming" (where they call you up, and during the course of the marketing call collect just enough details to change your line then do so without express permission) - just look at this thread and this thread.
 

Gave them a call and they say it aint them. Snap provisioning will take a look on Monday. See how that goes. Andrew

insane
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  #330766 17-May-2010 00:12
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The wholesale provisioning ladies are very professional and are bound to our privacy act so they cannot tell you who the other provider is., however if your provider asks them the right questions then you can easily work it out, it's like playing cluedo or guess who :)

Given that you had naked DSL, SNAP shouldn't worry about who took it unless you want to exact revenge or find out the real reason for it happening. The best thing to do is to go ahead and get them to place another order so you can get your service back ASAP. After it's working you can start the witch-hunt, find out the full story and then name and shame.

Good luck!




 
 
 
 

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PenultimateHop
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  #330786 17-May-2010 07:24
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nate: All you need to swap is the name on the account, account number and address.  Wholesale are very picky about this, so it needs to be exactly right - someone must've taken a copy of your Snap bill and given this to your "new" provider.

Maybe not.

(emphasis mine)

RalphFromSnap
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  #330792 17-May-2010 07:56
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A UBA transition order requires 2 things, a UBA ASID, and the current provider. I won't be able to keep you posted (privacy act etc) but the customer can. Theres plenty of people on our side of the fence whom are interested to see how this goes also.

Cheers.




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Kyanar
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  #330953 17-May-2010 16:25
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Well, there's only so many providers: Telecom, TelstraClear, Orcon, Slingshot, Snap, Actrix, Xnet, Vodafone, and I can't think of any others for landline/broadband.

If you care, I'd say give Orcon a call next, since they've already got a reputation for accidentally acquiring lines ;)

crazed
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  #330972 17-May-2010 17:03
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Interesting, have heard of this before.

Check with everyone in the house first and make sure none of them have answered weird marketing calls asking about internet access or phonelines.




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andrewcnz

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  #330992 17-May-2010 18:33
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It would appear about a year ago, somebody mistakenly put the number that identifies my naked dsl line on somebody else's account. That somebody else requested to be disconnected or moved to another provider and I was disconnected instead. Snap will connect me again on Wednesday morning. Only people happy are Telecom as I had to top up the pre pay data stick to keep me going.

 
 
 
 

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webwat
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  #331612 18-May-2010 21:39
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PenultimateHop:
nate: All you need to swap is the name on the account, account number and address.  Wholesale are very picky about this, so it needs to be exactly right - someone must've taken a copy of your Snap bill and given this to your "new" provider.

Maybe not.

(emphasis mine)

Good to see you found out what happened. Since it wasn't Telecom's stuffup then Snap will have to wear the reconnection fee, but there are plenty of cases where similar errors happened on Telecom's retail side or where parents/children/landlord/boss requested the line or internet to be changed or disconnected. The really fun ones are where Wholesale had a correct service-order but did the job on the wrong connection or even the wrong house.

EDIT: Hope nobody is still trying to poach peoples internet without authority, Slingshot and Orcon were famous for cherrypicking the NZOL customers without approval and some of Slingshot's door-to-door salespeople were a bit over-enthusiastic too.




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