Which ISP has Stolen my Broadband?

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#484351 22-Jun-2011 13:21

seantomlins:
The DSL connection has changed rate from 8Mbps to 14Mbps so I'd say they have changed it.

8Mbps would be the lower end of ADSL2+, so maybe you were being served from Orcon's ULL gear prior and now are being served a wholesale service off a cabinet?

That sucks for you, it can be tough enough getting problems fixed when you know exactly who to call and what the problem is, must be even worse when you dont know who to call!

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Nikoftime

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#484355 22-Jun-2011 13:27

nickb800: when you dont know who to call!

Ghostbusters??

sbiddle

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#484379 22-Jun-2011 14:12

If your sync speed has changed significantly I wonder if your area has recently been cabinetised and somehow your connection has been jumpered incorrectly? Do you have a voice connection or is it a naked connection?

seantomlins

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#484386 22-Jun-2011 14:16

sbiddle: If your sync speed has changed significantly I wonder if your area has recently been cabinetised and somehow your connection has been jumpered incorrectly? Do you have a voice connection or is it a naked connection?

I think perhaps the jump could be a red herring. I have a Homeline with Telecom, who have told us that - to their knowledge - they didn't do it.

Ragnor

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#484431 22-Jun-2011 15:26

NonprayingMantis: who wants to take bets on which ISP it will be?

Slingshot / Callplus have a reputation for this I believe tied up with their aggressive phone marketing.

Of course it could be a simple human error in data entry sometime during provision though.

casewindow

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#484458 22-Jun-2011 16:02

I have found that Telecom and my ISP were far more engaging for my requests into issues I had with my broadband availability when I had my local MP write Telecom/Chorus a letter.

It sounds a bit far fetched but it did work and it has worked for at least one other person that I suggested this to (who did live in the same electorate as me though)

Might be worth a go - or the media.

It's such an outrageous event, with all the companies involved seeming to wipe their hands of providing any assistance, let alone responsibility, that either of these routes are a good bet.

The TDR is one option, but I found them pretty ineffective and Orcon ceased to be with them a while back.

Once a letter was sent to Telecom about my issue I got a direct call from someone who knew what they were doing in Chorus and my issues were sorted out a lot quicker than I had been told they would be by apathetic front line Customer Service Reps.

Talkiet

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#484460 22-Jun-2011 16:08

casewindow: I have found that Telecom and my ISP were far more engaging for my requests into issues I had with my broadband availability when I had my local MP write Telecom/Chorus a letter.
[snip]

Read the OP post again. The ISP involved is Orcon (and possible another unknown one)... Telecom retail controls the homeline, not the Broadband.

There are some strict and specific restrictions about the info Telecom Wholesale can give out, and to who. They are not allowed to give this info to the end users. Orcon should have a process to deal with this. Telecom are not at fault here in any way (according to the info provided so far)

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

casewindow

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#484498 22-Jun-2011 16:59

Talkiet:
casewindow: I have found that Telecom and my ISP were far more engaging for my requests into issues I had with my broadband availability when I had my local MP write Telecom/Chorus a letter.
[snip]

Read the OP post again. The ISP involved is Orcon (and possible another unknown one)... Telecom retail controls the homeline, not the Broadband.

There are some strict and specific restrictions about the info Telecom Wholesale can give out, and to who. They are not allowed to give this info to the end users. Orcon should have a process to deal with this. Telecom are not at fault here in any way (according to the info provided so far)

Cheers - N

I was conveying my exprience. If the OP articulates this issue to their local MP then the MP (depending on how proactive they are) will probably decide the best target for engagement. In the OP's case it may be Orcon or it may be Chorus.

I am not saying Telecom are at fault. However in *my* case, which was a *different* case, Telecom/Chorus were mucking me about and things suddenly became a lot easier once they received a letter from my MP.

quentinreade

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2degrees

#484668 22-Jun-2011 21:31

Hi there,
I am told we can start a process to discover where you have been transferred to. If you message me your username we can kick this process off and hopefully sort it all out.
Thanks,

Comms chap

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Gigs

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#484844 23-Jun-2011 10:03

Ragnor:
NonprayingMantis: who wants to take bets on which ISP it will be?

Slingshot / Callplus have a reputation for this I believe tied up with their aggressive phone marketing.

Of course it could be a simple human error in data entry sometime during provision though.

Funny really, when I was at Callplus, it was Telstra Clear doing it all the time.

quentinreade

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#484886 23-Jun-2011 11:06

We have had a look at this, and there appears to be a logical explanation. Trouble is Sean, I can't really share details with you as it wasn't your account. (Sorry - blame the Privacy Act).
If you can get the account holder to email me - quentin.reade@team.orcon.net.nz - I'll give him an explanation that he can share with you.
Cheers.

Comms chap

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bazzer

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#484950 23-Jun-2011 12:40

quentinreade: We have had a look at this, and there appears to be a logical explanation. Trouble is Sean, I can't really share details with you as it wasn't your account. (Sorry - blame the Privacy Act).
If you can get the account holder to email me - quentin.reade@team.orcon.net.nz - I'll give him an explanation that he can share with you.
Cheers.

And don't forget to report back here! I can't be the only one wondering how this ends up!

xpd

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#484968 23-Jun-2011 12:58

Going by Quentins repsonse, Id say the OP is not the "owner" of the account and the owner requested a change and didnt notify the OP. :)

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seantomlins

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#485011 23-Jun-2011 13:30

xpd: Going by Quentins repsonse, Id say the OP is not the "owner" of the account and the owner requested a change and didnt notify the OP. :)

The owners of the account are brother and sister and the sister lives at the flat. The brother doesn't live at the flat anymore. You could be right.

bazzer:
And don't forget to report back here! I can't be the only one wondering how this ends up!

Yes I'll be posting results once they have come to light.

webwat

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#485144 23-Jun-2011 19:44

Gigs:
Ragnor:
NonprayingMantis: who wants to take bets on which ISP it will be?

Slingshot / Callplus have a reputation for this I believe tied up with their aggressive phone marketing.

Of course it could be a simple human error in data entry sometime during provision though.

Funny really, when I was at Callplus, it was Telstra Clear doing it all the time.

Haha and I used to get a few done by callplus...

But Orcon didn't reject the transfer, so either someone requested it with your Orcon account details or Telecom transferred by mistake. If Wholesale Provisioning stuffed up they can fix it, but you might have to ask Orcon to escalate your issue to a manager at Telecom Wholesale who will investigate and either fix it or tell Orcon that it was requested legitimately. Orcon would argue that the end user knows nothing about any transfer and still has the Orcon username in their router.

Time to find a new industry!

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