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Topic # 85612 22-Jun-2011 09:35
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Background: About a month ago my broadband stopped working. After many calls to our previous provider (orcon) I discovered that some other provider had changed our service to themselves without our authorization. Niether I nor orcon are able to find out which provider has and is still hijacking our broadband provision. I've tried ringing telecom who are our homeline provider but they cannot tell us which provider has taken our broadband.

I have tried


  • Ringing 5 big providers, but there are 30ish providers and they perhaps don't even know they are mistakenly killing our internet.

  • I've rung both telecom and orcon

  • I've rung the wholesale provisioning team at telecom who cannot or will not tell me who my current provider is.



Yesterday I signed up with slingshot in an effort to get broadband back up, but not sure if the request will be rejected or wiether the current provider will do the same thing again and leave us in broadband limbo.

I'm looking for any advice/knowledge as to how I can find out which provider has done this.

Maybe a clue would be that my current rates are 14Mbps down and 990 Kbps up in Mount Maunganui but not sure how useful that would be.

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  Reply # 484206 22-Jun-2011 10:02
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If you have working broadband right now, run a tracert to somewhere and paste the output here...

Something like

tracert 4.2.2.1

and paste the full output.

Cheers - Neil G

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  Reply # 484217 22-Jun-2011 10:15
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This will be easy to see as advised above

 
 
 
 




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  Reply # 484220 22-Jun-2011 10:19
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Will this work concidering my PPP doesn't authorize? I wouldn't think so? But I'll try anything lol.

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  Reply # 484258 22-Jun-2011 11:02
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seantomlins: Will this work concidering my PPP doesn't authorize? I wouldn't think so? But I'll try anything lol.


Ah, no... If you don't have an active connection then this won't work.

I feel your pain... You've done the best thing you possibly can in requesting a new connection as this is a legit way to use the process but I personally think it's crazy a user has to go to this extent to get this fixed.

I hope your connection goes smoothly and I've asked if there is a legit channel that can help you.

Cheers - N


edit: At some point presumably the unknown ISP will try to bill you, so you can look forward to the fun then :-)



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  Reply # 484271 22-Jun-2011 11:20
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Talkiet:
edit: At some point presumably the unknown ISP will try to bill you, so you can look forward to the fun then :-)


Lol I'm not sure how fun it will be, if I find out which one is doing this I'll be out for blood. I'm a web developer by trade and it's more than an inconvenience not to be able to work from home.

Is the offending ISP braking any laws? I wonder. Surely there are processes/standards in place that the providers must adhere to.

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  Reply # 484276 22-Jun-2011 11:27
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Were you still with Orcon at the time it was "stolen"?, why did they not provision it straight back to you as you definitely had a contract with them?

I suspect that switch BB is a bit like switching power companies and the process is driven by the acquiring ISP, as opposed to the one relinquishing it ( Hence you dont have to tell you old ISP to switch to your new one, just the new one)

It may be a case of fat fingers in a provisioning order or signup, but your ISP has done fairly pi$$ poor job letting a live connection get switched from under them if you were still signed up to them.

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  Reply # 484278 22-Jun-2011 11:31
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I dont think they can decline a move if the account name/number are correct (If BB moves are anything like number porting)




Most problems are the result of previous solutions...

All comment's I make are my own personal opinion and do not in any way, shape or form reflect the views of current or former employers unless specifically stated 



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  Reply # 484285 22-Jun-2011 11:38
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Yes I was with Orcon at the time of the 'theft' and yes it is quite something that they are powerless to switch it back to them. Granted they don't know who currently has our connection.

But, I'm blown away that there is no way for them to find this information out, nor telecom, nor any ISP. Maybe there is an exception but I haven't found it yet.

Can anyone shed light as to the process of changing an ISP, from the perspective of the ISP? The process always takes serveral days to complete so it must go through some physical medium to change. Is it a matter of someone going to the exchange and flicking a switch?

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  Reply # 484292 22-Jun-2011 11:48
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Shouldn't Orcon have an official request from the new ISP to make these changes. If they can't provide that then surely it's up to Orcon to get it back for you. Maybe they just disconnected it by mistake and there is no new provider?



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  Reply # 484299 22-Jun-2011 11:57
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sittingduckz: Shouldn't Orcon have an official request from the new ISP to make these changes. If they can't provide that then surely it's up to Orcon to get it back for you. Maybe they just disconnected it by mistake and there is no new provider?


The DSL connection has changed rate from 8Mbps to 14Mbps so I'd say they have changed it. The New ISP doesn't have to notify/request anything from the current provider. And normally you the customer would know which ISP you are with because you asked for the transfer and are getting billed for it. I suspect the ISP gets charged by telecom and then the ISP charges the customer, so a switch would charge the new ISP. Orcon said we aren't getting charged from the 27th May onward which is about the time the BB stopped working.

So fingers crossed we get a call/bill from the new ISP saying we owe them money, as Talkiet said.

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  Reply # 484302 22-Jun-2011 12:04
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who wants to take bets on which ISP it will be?

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  Reply # 484306 22-Jun-2011 12:09
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I've briefly looked into this and there is a process for a retail ISP to ask Telecom Wholesale who slammed a customer - or at least to get the customer returned. It's NOT something you as a consumer can do directly with Telecom - it must be driven by your retail ISP (in this case, Orcon). Although the waters may be muddied now by your move to another ISP, I'd suggest you phone Orcon again and ask them point blank if they have a process for regaining a slammed customer... If they say no initially, I would personally ask to speak to a supervisor. I strongly suspect they should be able to help.

Cheers - N

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  Reply # 484312 22-Jun-2011 12:19
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And if you still get blank stares ask for "a complaint number, a deadlock number, or a reference number. "
and tell them you will take it to  TDR http://www.tdr.org.nz/


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  Reply # 484317 22-Jun-2011 12:28
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Orcon arent directly a member of the TDR IIRC.... so TDR cant help there.




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  Reply # 484320 22-Jun-2011 12:33
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Talkiet: I've briefly looked into this and there is a process for a retail ISP to ask Telecom Wholesale who slammed a customer - or at least to get the customer returned. It's NOT something you as a consumer can do directly with Telecom - it must be driven by your retail ISP (in this case, Orcon). Although the waters may be muddied now by your move to another ISP, I'd suggest you phone Orcon again and ask them point blank if they have a process for regaining a slammed customer... If they say no initially, I would personally ask to speak to a supervisor. I strongly suspect they should be able to help.

Cheers - N


I did try that while I was with Orcon, but didn't go as far as to ask for a supervisor to do it. I asked that they email their provisioning team about it, explaining the situation. Still the same "we can't do anything". I'm not exactly sure what to expect out of orcon but I'm upset enough with their service to change ISPs

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