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310 posts

Ultimate Geek
+1 received by user: 21


  Reply # 487625 30-Jun-2011 01:39
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Thanks for letting us know the cause and the outcome, glad to hear you are up and running again.
It is a bit sad that none of the ISP's involved were willing to sort it out without you having to come to geekzone.
I believe Orcon should have sorted it out from the start since they were your BB provider, glad they finally came through.










Now on 2talk Network and it's better.



6433 posts

Uber Geek
+1 received by user: 1569


  Reply # 487703 30-Jun-2011 09:43
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techmeister: Thanks for letting us know the cause and the outcome, glad to hear you are up and running again.
It is a bit sad that none of the ISP's involved were willing to sort it out without you having to come to geekzone.
I believe Orcon should have sorted it out from the start since they were your BB provider, glad they finally came through.








In fact ONLY Orcon could have sorted it out without breaking the law. Neither Telecom the ISP, nor Chorus can do anything.
It's all to do with the separation regulations Telecom has to abide by.  Telecom retail basically cannot speak to Chorus about another ISP's customer, so phoning telecom about a broadband problem is futile unless you buy broadband from Telecom retail. And you are not a Chorus customer either so cannot speak to them (again, regulation prevents it). The only company you can speak to is Orcon, and then they have to sort it out between themselves and Chorus.


 
 
 
 


310 posts

Ultimate Geek
+1 received by user: 21


  Reply # 487837 30-Jun-2011 13:40
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NonprayingMantis:
techmeister: Thanks for letting us know the cause and the outcome, glad to hear you are up and running again.
It is a bit sad that none of the ISP's involved were willing to sort it out without you having to come to geekzone.
I believe Orcon should have sorted it out from the start since they were your BB provider, glad they finally came through.








In fact ONLY Orcon could have sorted it out without breaking the law. Neither Telecom the ISP, nor Chorus can do anything.
It's all to do with the separation regulations Telecom has to abide by.  Telecom retail basically cannot speak to Chorus about another ISP's customer, so phoning telecom about a broadband problem is futile unless you buy broadband from Telecom retail. And you are not a Chorus customer either so cannot speak to them (again, regulation prevents it). The only company you can speak to is Orcon, and then they have to sort it out between themselves and Chorus.




Agreed 

Your retail supplier should be the first and only contact to sort out issues.




Now on 2talk Network and it's better.



300 posts

Ultimate Geek
+1 received by user: 58

Trusted
Vocus

  Reply # 487942 30-Jun-2011 16:17
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Hi all,
This was a really unusual case - it was the first of it's kind for us, and will likely be the last of it's kind.
I can't go into detail about this case without the account holder's permission, but this only happened because the house was on a UBS connection.
Telecom is shutting down the UBS service very soon, so a case the same as this won't happen again.
Thanks,




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


1943 posts

Uber Geek
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  Reply # 488046 30-Jun-2011 20:22
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quentinreade: Hi all,
This was a really unusual case - it was the first of it's kind for us, and will likely be the last of it's kind.
I can't go into detail about this case without the account holder's permission, but this only happened because the house was on a UBS connection.
Telecom is shutting down the UBS service very soon, so a case the same as this won't happen again.
Thanks,

Yes, account details post-UBS will probably include the "fictitious" number that will involve a call to the existing ISP. However some customers may demand such details without realising that its only useful to the customer when changing providers.




Qualified in business, certified in fibre, stuck in copper, have to keep going  ^_^

285 posts

Ultimate Geek
+1 received by user: 14


  Reply # 493839 15-Jul-2011 20:56
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This happened to me - my phoneline and tolls have moved to another provider (from Slingshot).

Slingshot of course doesn't know who...

The fallout is it has caused SS to change my internet plan..got to have the full bundle for AYCE.

They have told me ring 07 832 0000 to find out what provider...bu this doesn't seem to work for me.

Help?!

mp1

140 posts

Master Geek


  Reply # 493850 15-Jul-2011 21:08
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PottsyNZ:

They have told me ring 07 832 0000 to find out what provider...bu this doesn't seem to work for me.



I think thats a Compass Comms phone number..

854 posts

Ultimate Geek
+1 received by user: 125


  Reply # 493884 15-Jul-2011 22:20
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mp1:
PottsyNZ:

They have told me ring 07 832 0000 to find out what provider...bu this doesn't seem to work for me.



I think thats a Compass Comms phone number..


It's a special number in the Chorus exchange in Hamilton (?) that is meant to echo back, which tolls provider your tolls are with.  It's meant to be free, but I don't know if the other ISPs etc support that number, and exempt the charges.



12 posts

Geek


  Reply # 493885 15-Jul-2011 22:22
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mp1:
PottsyNZ:

They have told me ring 07 832 0000 to find out what provider...bu this doesn't seem to work for me.



I think thats a Compass Comms phone number..


They told me the same thing, when I rang it a machine picked up saying "you've reached an automated message on the telecom network, you will not be charge for this call" or at least something very similar to that.

It didn't help me.

188 posts

Master Geek
+1 received by user: 5


  Reply # 496995 23-Jul-2011 00:53
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Without going into the details about account owners etc, what kind of compensation do people receive if their broadband or landline is changed to another provider without a proper consent?


Here the official compensation is 20 euros (33 nzd) for each starting week if the line/connection is not available, up to 160 euros.  The same applies if the line/connection is not delivered at the promised time.

If the line is unavailable for 48 hours or more during a month due maintenance or construction, one can ask for a full refund of the monthly fee.


2334 posts

Uber Geek
+1 received by user: 370

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  Reply # 497010 23-Jul-2011 08:22
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07 832 0000 will tell you who your toll provider is.. not who has your broadband...

it can help sometimes.. but not always.. 

285 posts

Ultimate Geek
+1 received by user: 14


  Reply # 497084 23-Jul-2011 13:19
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Well, my issue got sorted.  Ended up taking it to TUANZ and went straight to the "resolutions" manager at SS from there.  Apparently the CSRs didn't follow process re: my issue, they should have passed it up the line.

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