What the hell MyRepublic!?

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

1 | 2 | 3 | 4

4629 posts

Uber Geek

Trusted

Lifetime subscriber

#1186283 1-Dec-2014 12:14

This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

xlinknz

1127 posts

Uber Geek

Trusted

#1186569 1-Dec-2014 19:00

nakedmolerat: This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

If I got with myrepublic I will coming from adsl/pots - so is was you are suggesting is to get a new ufb install and then transfer the pots number after the ufb install is up and going ?

I assume the only reason to do that is to avoid early accidental disconnect, loss of service etc ?

Whinery

104 posts

Master Geek

Trusted

#1186663 1-Dec-2014 22:21

xlinknz:
nakedmolerat: This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

If I got with myrepublic I will coming from adsl/pots - so is was you are suggesting is to get a new ufb install and then transfer the pots number after the ufb install is up and going ?

I assume the only reason to do that is to avoid early accidental disconnect, loss of service etc ?

The specific in this case was that the LFC gave an RFS date of [dates changed because I can't be bothered to look up the specifics] 15/11/14. On 14/11/14, Someone from MyRepublic manually verified the RFS day was one day away, no change. To ensure the line works, and ports can take 5 minutes to 48 hours, we try to do them on the end of the last day before the RFS, and that generally means a number port is done the day of the changeover. This makes for the most seamless experience for the customer.

The LFC changed the install date to 15/12/14, but didn't update the RFS date. So we moved the line earlier than optimal.

The previous ISP canceled the Internet service when the phone number was ported. They were asked to continue the service naked (they sell naked). They refused. They were asked to port the number back. They said they'd only do so with a 12 month contract. They have contract-less terms available. The previous ISP didn't want to make it easy to move, and wanted a simple RFS mistake to become a huge problem.

They succeeded.

MyRepublic can't port a number back. One may only request a port of another carrier, but can never send it back, or cancel it after it's happened. MyRepublic can't "negotiate" with the previous ISP. Most such communication is illegal. The customer has one and only one ISP, and the other doesn't have them as a customer, so the one that is currently serving the customer is prevented, by privacy law, from discussing the customer with the other one.

Our hands are tied. We have since changed the timing and checks done on number porting to make sure this happens again, but it was the previous ISP, and not MyRepublic that turned off the DSL early. We did all we are allowed to do to try to get things back. There's nothing we can really do if the previous ISP wants to drop the soon-to-be-lost customer early.

nakedmolerat

4629 posts

Uber Geek

Trusted

Lifetime subscriber

#1186694 2-Dec-2014 00:43

xlinknz:
nakedmolerat: This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

If I got with myrepublic I will coming from adsl/pots - so is was you are suggesting is to get a new ufb install and then transfer the pots number after the ufb install is up and going ?

I assume the only reason to do that is to avoid early accidental disconnect, loss of service etc ?

Yeap, to avoid case like this happening.

As you well aware, the adsl/pots are not related to the UFB at all. In my case, the RSP is ultrafast.

Sure I will be paying one or two months extra BUT this saves a lot of headache for me.

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#1186699 2-Dec-2014 01:15

Whinery:
xlinknz:
nakedmolerat: This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

If I got with myrepublic I will coming from adsl/pots - so is was you are suggesting is to get a new ufb install and then transfer the pots number after the ufb install is up and going ?

I assume the only reason to do that is to avoid early accidental disconnect, loss of service etc ?

The specific in this case was that the LFC gave an RFS date of [dates changed because I can't be bothered to look up the specifics] 15/11/14. On 14/11/14, Someone from MyRepublic manually verified the RFS day was one day away, no change. To ensure the line works, and ports can take 5 minutes to 48 hours, we try to do them on the end of the last day before the RFS, and that generally means a number port is done the day of the changeover. This makes for the most seamless experience for the customer.

The LFC changed the install date to 15/12/14, but didn't update the RFS date. So we moved the line earlier than optimal.

The previous ISP canceled the Internet service when the phone number was ported. They were asked to continue the service naked (they sell naked). They refused. They were asked to port the number back. They said they'd only do so with a 12 month contract. They have contract-less terms available. The previous ISP didn't want to make it easy to move, and wanted a simple RFS mistake to become a huge problem.

They succeeded.

MyRepublic can't port a number back. One may only request a port of another carrier, but can never send it back, or cancel it after it's happened. MyRepublic can't "negotiate" with the previous ISP. Most such communication is illegal. The customer has one and only one ISP, and the other doesn't have them as a customer, so the one that is currently serving the customer is prevented, by privacy law, from discussing the customer with the other one.

Our hands are tied. We have since changed the timing and checks done on number porting to make sure this happens again, but it was the previous ISP, and not MyRepublic that turned off the DSL early. We did all we are allowed to do to try to get things back. There's nothing we can really do if the previous ISP wants to drop the soon-to-be-lost customer early.

The previous ISP was spark, right?
Spark don't actually have the ability to sell 'proper' naked broadband. Their version of naked is actually just standard pots+bb with a toll bar applied to the pots line, so if you request a number port then anything related to that number will also be cancelled, including the broadband. It's not possible to simply port the number out and leave the broadband connected.

(Given you worked there until May this year, and they started selling 'naked' in this fashion long before that, I'm surprised you weren't aware of this)

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

Amosnz

567 posts

Ultimate Geek

Lifetime subscriber

#1186766 2-Dec-2014 09:20

nakedmolerat:
xlinknz:
nakedmolerat: This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

If I got with myrepublic I will coming from adsl/pots - so is was you are suggesting is to get a new ufb install and then transfer the pots number after the ufb install is up and going ?
I assume the only reason to do that is to avoid early accidental disconnect, loss of service etc ?

Yeap, to avoid case like this happening.
As you well aware, the adsl/pots are not related to the UFB at all. In my case, the RSP is ultrafast.
Sure I will be paying one or two months extra BUT this saves a lot of headache for me.

I did exactly the same thing. I signed up for UFB with local ISP, but kept Spark VDSL\phone active until UFB was installed and running (which took over a month). Once it was complete I put in a number port for my landline (which took another week to be scheduled) which cancelled my VDSL at the same time. From the requested date I had to give 30 days notice so I probably paid an extra 5 weeks for the VDSL, but it was the easiest way to ensure no downtime.

Speedtest

Rikkitic

Awrrr
18659 posts

Uber Geek

Lifetime subscriber

#1186795 2-Dec-2014 09:49

nakedmolerat: This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

I'm sure it doesn't help to hear this kind of thing after the fact but it is what we did as well. I don't trust any telecom company to get something as important as transferring my phone connection right the first time so I just paid the extra cost of the landline until everything else was sorted and then had it ported.

Plesse igmore amd axxept applogies in adbance fir anu typos

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

Salami

237 posts

Master Geek

#1190113 7-Dec-2014 12:22

Whinery:
xlinknz:
nakedmolerat: This is what I have done in the past. I didn't stop or transfer my copper line. I just request a new install and once the fiber is ready I disconnect the copper services.

Sorry not helpful to you though.

If I got with myrepublic I will coming from adsl/pots - so is was you are suggesting is to get a new ufb install and then transfer the pots number after the ufb install is up and going ?

I assume the only reason to do that is to avoid early accidental disconnect, loss of service etc ?

The specific in this case was that the LFC gave an RFS date of [dates changed because I can't be bothered to look up the specifics] 15/11/14. On 14/11/14, Someone from MyRepublic manually verified the RFS day was one day away, no change. To ensure the line works, and ports can take 5 minutes to 48 hours, we try to do them on the end of the last day before the RFS, and that generally means a number port is done the day of the changeover. This makes for the most seamless experience for the customer.

The LFC changed the install date to 15/12/14, but didn't update the RFS date. So we moved the line earlier than optimal.

The previous ISP canceled the Internet service when the phone number was ported. They were asked to continue the service naked (they sell naked). They refused. They were asked to port the number back. They said they'd only do so with a 12 month contract. They have contract-less terms available. The previous ISP didn't want to make it easy to move, and wanted a simple RFS mistake to become a huge problem.

They succeeded.

MyRepublic can't port a number back. One may only request a port of another carrier, but can never send it back, or cancel it after it's happened. MyRepublic can't "negotiate" with the previous ISP. Most such communication is illegal. The customer has one and only one ISP, and the other doesn't have them as a customer, so the one that is currently serving the customer is prevented, by privacy law, from discussing the customer with the other one.

Our hands are tied. We have since changed the timing and checks done on number porting to make sure this happens again, but it was the previous ISP, and not MyRepublic that turned off the DSL early. We did all we are allowed to do to try to get things back. There's nothing we can really do if the previous ISP wants to drop the soon-to-be-lost customer early.

You would be best to port the number to MyRepublic once the LFC gives the "service given" status.

UFB in NZ is a mess I must say.
You sometimes techs not calling customer for updates or LFC rescheduling orders and not notifying service providers.

Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#1190116 7-Dec-2014 12:32

You would be best to port the number to MyRepublic once the LFC gives the "service given" status.

Agreed thats how most (including Orcon does it).

MichaelNZ

1387 posts

Uber Geek

Trusted

Integrity Tech Solutions

#1190124 7-Dec-2014 13:05

I see a lot of excuses and not much tangible from MR in this thread. I'd have thought an appropriate fix would have been - as soon as MR were aware of the issue to get straight on the phone and find an ISP who would put through the connection order, sign up with 2talk and loan the customer any necessary hardware.

Instead it appears there has been a lot of fluffing around with Spark (who aren't the most cooperative or easy to deal with at the best of times) rather than whatever it takes to make things right ie: a more pragmatic and proactive solution.

I'm on the customer's side here. If it was me in their position, I'd be pissed off as well.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers

toejam316

1466 posts

Uber Geek

Trusted

Lifetime subscriber

#1190126 7-Dec-2014 13:18

I think what's most concerning about what I've seen in this is that they ALREADY HAVE the old number set up with VoIP - they just need to provide the customer details to get that working over an internet connection, and provide an internet connection - easy enough if they just provide the customer something like a naked bigpipe connection for the interim.

Easily seen solutions not being enacted is a poor look.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

coffeebaron

6231 posts

Uber Geek

Trusted

Lifetime subscriber

#1190130 7-Dec-2014 14:00

My Republic's VoIP works on the ONT port, so the probably don't have an easy solution.

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
Wi-Fi and networking
Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

scottr

262 posts

Ultimate Geek

Trusted

#1192370 9-Dec-2014 20:03

Sounddude:

You would be best to port the number to MyRepublic once the LFC gives the "service given" status.

Agreed thats how most (including Orcon does it).

Will add in CallPlus here for another comparison... (what happens in the slingshot etc world)

Chorus orders have a confirmation date for a particular day and time period (AM or PM slot). Ports can be set for a particular day and time period (AM or PM slot). When an confirmation date and time period comes in from chorus the internal provisioning systems create a matching port with the same date and time period. The port and connection are meant to go ahead both at the same time, with the porting process confirming the service is working before completing. If it's done before or after this window then the customer could have further downtime than the accepted 4 hour window, or end up in situations like this with a number but nowhere to put it.

When the previous provider determines they've lost the line (either from the number port processing through with the above or a notification from chorus that the underlying service has been disconnected), they usually kick off their own internal disconnection process - which includes tearing down a bundle if the line lost was part of a bundle.

If it's copper to copper this kind of stuff can be recovered quite quickly. Going to fibre is somewhat hairier, particularly if the install isn't complete or done. If MR sold copper they could put the customer back onto copper themselves until fibre is installed, but they don't. So their options are...

If OP isn't against using a VOIP line and MR can't provide one, i'd recommend porting the number again to a voip provider like 2talk for the interim to continue service. Or get my republic to set up a sim-ring to your mobile phone.

edit: there to their

plambrechtsen

1948 posts

Uber Geek
Inactive user

#1197146 14-Dec-2014 08:52

So any update to this or are you still without service. I know what I would do, and has been suggested a few times by others in this thread.

gished

276 posts

Ultimate Geek

#1198444 16-Dec-2014 14:03

I've just this moment received another text from MR saying my number is about to be ported tomorrow morning! I still don't have fibre to my property (still waiting on consent) and have no idea why I got this text. I called MR up and the poor guy did get bit of an ear full. I told him MR are to not touch my phone number ever again, he flicked me on hold and came back to say that text was for another customer.

This cock up by MR has cost me financially. My wife is at home all day and requires a landline for all her outgoing phone calls. Being without any internet services for ten days has also chewed through our data for both of our mobiles.

MR could have resolved this. It was My Republics mistake - not Sparks. Pointing fingers at another ISPs process or Chorus and not taking any responsibility is unprofessional. Their attitude has only ever been 'Oops, oh well'.

As many people have pointed out the simplest solution would have been to provide us with a temporary 4G modem and some means of making outbound calls but apparently they are "a fibre only company and don't do other services" (as stated by one of their supervisors/TLs). I'm guessing this would have costs them a couple of hundred bucks tops.

Their compensation for this mess? One free month of service - but that would mean staying with them.

1 | 2 | 3 | 4