What the hell MyRepublic!?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › What the hell MyRepublic!?

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197 posts

Master Geek

#1185065 28-Nov-2014 17:45

mattwnz:
Andib: The issue is for spark is there is a churn(connection) fee involved to connect him up. Why would an ISP pay this knowing that this customer is going to be lost in a month?

Isn't this why ISPs require minimum contracts, usually 12 months, and sometimes 24 months, so they can dilute that fee across that period.

I was offered a day-to-day contract with Spark on UFB. Different plan.

ckc

321 posts

Ultimate Geek
Inactive user

#1185523 29-Nov-2014 17:57

mattwnz:
Andib: The issue is for spark is there is a churn(connection) fee involved to connect him up. Why would an ISP pay this knowing that this customer is going to be lost in a month?

Isn't this why ISPs require minimum contracts, usually 12 months, and sometimes 24 months, so they can dilute that fee across that period.

The main reasons are to subsidise the install, the hardware, and an added security of business for a longer period.

gished

276 posts

Ultimate Geek

#1185536 29-Nov-2014 18:42

So, Saturday morning roles around and guess what? Now I have no internet. I check with Spark and after bouncing between teams their connections team said our account was closed when the number was ported by My Republic. I'm now having to tether my mobile to everything and if it's going to take until next year to get a fiber connection I'm not really too sure what my options are.

I'll call MR again on Monday. I tried calling this morning and selected the call back option, but they never called back.

mattwnz

20157 posts

Uber Geek

#1185549 29-Nov-2014 18:57

Whose going to cover the cost of your mobile data and calling? Do you have a direct contract with Chorus, or is your contract solely with the ISP? I think you really need to nut down who has made the error and where it was made, and get the resolution in writing.

gished

276 posts

Ultimate Geek

#1185552 29-Nov-2014 19:20

mattwnz: Whose going to cover the cost of your mobile data and calling? Do you have a direct contract with Chorus, or is your contract solely with the ISP? I think you really need to nut down who has made the error and where it was made, and get the resolution in writing.

MR admitted over the phone they ported my number over to them before confirming the physical connection was in place, and Marc has also said they made the error in an earlier post.

I don't have any dealings with Chorus and more importantly don't have any sort of legal contract with them so I suspect Chorus would tell me to go through the ISP and get them to follow up any problems (which makes sense)

sbiddle

30853 posts

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Biddle Corp

Lifetime subscriber

#1185567 29-Nov-2014 20:40

Your best option now would be to request a new broadband connection with Spark - if you had done this today you may have found it was potentially even completed within 24 hours as their was a previous intact line. You're also right about Chorus - you have no relationship with them, the only person who can help you right now is MR as they also control your number.

Porting a Spark landline number will always result in the disconnection of the UBA service as they don't offer a naked product (well they do, but it's still clothed).

mdooher

Hmm, what to write...
1424 posts

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#1185578 29-Nov-2014 21:28

mattwnz: I think you really need to nut down who has made the error and where it was made, and get the resolution in writing.

No you don't, it doesn't matter who made the mistake, if your new contract is with My Republic then they are responsible, end of story. You do not have to deal with Chorus, or anyone else; they do. We have a consumer guarantees act in this country. Even if they mislead you over your rights ( telling you you it's not their problem, you need to ring Chorus or spark or whoever) they have broken the law... They need to fix it, and pay for your consequential losses.

Matthew

Wise

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mdooher

Hmm, what to write...
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#1185579 29-Nov-2014 21:38

Another thought, My Republic basically cancelled your contract with spark without your permission....What part of that is your problem? How much trouble can a telco get in for doing that....any guesses....look it up!

Matthew

mattwnz

20157 posts

Uber Geek

#1185630 29-Nov-2014 23:30

sbiddle: You're also right about Chorus - you have no relationship with them, the only person who can help you right now is MR as they also control your number.

That is why I am confused as to why ISPs seem to blame them, when explaining problems to the customer. I think it is somewhat unprofessional for a company to go to their customer and blame their own supplier, when the customer has no relationship with that supplier. The customer are buying the service from the retailer, and have no relationship with the supplier, only the retailer has that contractual relationship with that supplier.

pohutukawa

197 posts

Master Geek

#1185668 30-Nov-2014 07:57

mattwnz:
sbiddle: You're also right about Chorus - you have no relationship with them, the only person who can help you right now is MR as they also control your number.

That is why I am confused as to why ISPs seem to blame them, when explaining problems to the customer. I think it is somewhat unprofessional for a company to go to their customer and blame their own supplier, when the customer has no relationship with that supplier. The customer are buying the service from the retailer, and have no relationship with the supplier, only the retailer has that contractual relationship with that supplier.

Yeah, the "local monopoly" model breaks down when it comes to relationships like these, whether it is internet access or electricity retailing.

I think it works like this. Chorus owns the cable/fibre coming into a property. Initiating a fibre account triggers Chorus to change the type of connection from legacy copper to fibre, but it isn't the ISP who is undertaking this, with Chorus as their representative.

The ISP is only responsible for delivering their services via Chorus (or whether the LFC is) NOT for the actual connection.

Confusing? Yes.

When the end-user reports a fault, or potential fault, Chorus charge the ISP for investigating. If a fault is found, there is no charge to anyone, and Chorus fixes the fault. If there is no fault on the Chorus side, and the issue is elsewhere (with the ISP or the user equipment CPE) then Chorus charges accordingly.

Lastly, in the word of networks, as with other worlds, there are many factors that can potentially cause a "network failure". This evolves a culture of blaming pretty much everyone else except the person you're speaking with.

gished

276 posts

Ultimate Geek

#1185670 30-Nov-2014 07:58

sbiddle: Your best option now would be to request a new broadband connection with Spark - if you had done this today you may have found it was potentially even completed within 24 hours as their was a previous intact line. You're also right about Chorus - you have no relationship with them, the only person who can help you right now is MR as they also control your number.

Porting a Spark landline number will always result in the disconnection of the UBA service as they don't offer a naked product (well they do, but it's still clothed).

It was an option once I found the internet was disconnected and the account was closed, however I couldn't get hold of MR and to be honest after wasting a good number of hours over the past couple of days trying to sort this mess out, decided to leave it and go have a drink!

pohutukawa

197 posts

Master Geek

#1185671 30-Nov-2014 07:59

gished:
sbiddle: Your best option now would be to request a new broadband connection with Spark - if you had done this today you may have found it was potentially even completed within 24 hours as their was a previous intact line. You're also right about Chorus - you have no relationship with them, the only person who can help you right now is MR as they also control your number.

Porting a Spark landline number will always result in the disconnection of the UBA service as they don't offer a naked product (well they do, but it's still clothed).

It was an option once I found the internet was disconnected and the account was closed, however I couldn't get hold of MR and to be honest after wasting a good number of hours over the past couple of days trying to sort this mess out, decided to leave it and go have a drink!

Maybe ask them to provide you with a wifi 4G hotspot, and pay for your mobile (including calls you make)?

sbiddle

30853 posts

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Biddle Corp

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#1185786 30-Nov-2014 15:30

gished:
sbiddle: Your best option now would be to request a new broadband connection with Spark - if you had done this today you may have found it was potentially even completed within 24 hours as their was a previous intact line. You're also right about Chorus - you have no relationship with them, the only person who can help you right now is MR as they also control your number.

Porting a Spark landline number will always result in the disconnection of the UBA service as they don't offer a naked product (well they do, but it's still clothed).

It was an option once I found the internet was disconnected and the account was closed, however I couldn't get hold of MR and to be honest after wasting a good number of hours over the past couple of days trying to sort this mess out, decided to leave it and go have a drink!

As they don't offer copper services it realistically is your only option with the timeframe for your UFB install.

gished

276 posts

Ultimate Geek

#1186181 1-Dec-2014 10:13

Their residential sales team aren't impressing me at the moment. I've tried contacting them since 9 this morning and their phones are currently busy. I requested a call back and still nothing. This is as well as the call back I requested on Saturday afternoon which they haven't responded too.

I might expect that level of service for tech support, but sales?

gished

276 posts

Ultimate Geek

#1186222 1-Dec-2014 11:17

Is it just me or does their publicised phone number not work? 0508 MYFIBRE (6934273). I just get a 'call cannot be connected' message.

Also their site chat are busy as well.

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