Minimise delay getting broadband when moving house

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Minimise delay getting broadband when moving house

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jol

56 posts

Master Geek

#2685290 1-Apr-2021 12:10

ghettomaster: Have you got a mobile with 2D? Some mobile data to tie you over might be the easiest way to deal with it.

Both I and my wife are with 2degrees for mobile. However I was told 2degrees' "Backup Broadband" guarantee only applies while you have an active 2degrees broadband account. Our account won't be active until we get connected initially.

nzlogan

76 posts

Master Geek

ID Verified

#2685309 1-Apr-2021 13:03

I've been through this exact scenario a couple times with 2D.

First time, I signed up I believe a month before the move in date (in case the previous tenant had an active connection past the move in date, and to take advantage of a promotion), and the router was sent out well in advance, and we were connected on move in day.

Second time a flatmate ordered the connection shortly after move in day, and the previous tenant hadn't cancelled their connection so there was over a month before we could get the 2D connection active. They still sent out the router well in advance of the connection date, and they offered the Backup Broadband option (which was not redeemed). There was a few days of downtime between the old connection (Spark) and new connection. I'm sure of the specifics (and why the service was not provisioned on another ONT port), but we were able to use the previous tenants connection prior anyway.

NickMack

962 posts

Ultimate Geek

Trusted

Lifetime subscriber

#2685797 2-Apr-2021 16:52

danielfaulknor:

Some providers can provision the service to the second ONT port, a few days before you move in, and when the previous people's connection is disconnected, it gets promoted to primary (and stays on the second port so you don't have to do anything). Not sure if 2degrees offer this option.

Can and has been done on 2degrees :-)

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jol

56 posts

Master Geek

#2687456 6-Apr-2021 18:51

Just a brief update.

I called 2degrees again this morning and asked about the option of getting our new connection to be on the second port of the ONT. I was told this would normally be an option to allow for overlapping service. But in our case, because there was already a job logged with Chorus at our address (the previous owner's disconnection on settlement day, 8 April), nothing could be booked in at our address until that was completed, even on a different port of the ONT. Doesn't make sense to me, but does that line up with the experiences of others?

And once again, I was told 2degrees couldn't send the modem until the connection job had been logged with Chorus, even though I've already been charged the $15 delivery fee.

However than woman I talked to did say she would follow up first thing on Thursday morning (apparently disconnections usually happen at 6am), and if they get on to it fast, we should be connected by Friday or Saturday. She even said our connection might be activated before we receive the modem by courier! (Which makes it even more frustrating they won't just send it now!)

duffles

100 posts

Master Geek

Trusted

2degrees

#2687711 7-Apr-2021 10:01

jol:

Just a brief update.

I called 2degrees again this morning and asked about the option of getting our new connection to be on the second port of the ONT. I was told this would normally be an option to allow for overlapping service. But in our case, because there was already a job logged with Chorus at our address (the previous owner's disconnection on settlement day, 8 April), nothing could be booked in at our address until that was completed, even on a different port of the ONT. Doesn't make sense to me, but does that line up with the experiences of others?

When there is an order on the Primary circuit, you cannot place an order for a Secondary. This is a Chorus limitation.
If there were no Open Service Order, 2d would happily place an order for a Secondary for you. Unfortunately, 2d will have to wait for the order to clear before they can even raise a connection request. However, when that request has cleared, you will be able to have a circuit up within hours.

Cheers

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Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

danfaulknor

933 posts

Ultimate Geek

Trusted

Prodigi

#2687732 7-Apr-2021 10:43

jol:

But in our case, because there was already a job logged with Chorus at our address (the previous owner's disconnection on settlement day, 8 April), nothing could be booked in at our address until that was completed, even on a different port of the ONT. Doesn't make sense to me, but does that line up with the experiences of others?

Yep, I mentioned that a couple of posts back. It's annoying but allowing multiple orders would leave things open to a whole different set of problems if things clashed, so easier just to not allow it.

they/them

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jol

56 posts

Master Geek

#2687745 7-Apr-2021 11:22

danielfaulknor:
Yep, I mentioned that a couple of posts back. It's annoying but allowing multiple orders would leave things open to a whole different set of problems if things clashed, so easier just to not allow it.

Yeah I missed that sorry.

I don't really understand it though. I thought the whole point of getting the service on a different port is that there's no possibility of a clash. How does the fact that the two ports happen to be at the same address make it any more difficult for Chorus? The two ports should both be uniquely and independently addressable from the perspective of Chorus.

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jol

56 posts

Master Geek

#2691290 12-Apr-2021 11:14

All worked out pretty well in the end.

Called 2 degrees about lunchtime on Thursday. The disconnection had been completed, and they were able to schedule the connection for us and send out the modem. They booked the connection for Friday 16 April, but said I could call them to bring forward the connection once I received the modem. They also gave me backup broadband on my phone.

The modem arrived by overnight courier on Friday 9 April. I then called 2degrees, and the internet was connected in less than 2 hours. So not the big delay that was suggested.

It's still frustrating that they flatly refused to send the modem out in advance, as it seems like we certainly could have been connected on the Thursday if we had had the modem already.

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