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myfullflavour

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#116297 24-Apr-2013 14:05
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We've got a customer who is on Orcon ADSL with Genius phone line.

We ported their phone number over on Monday and put a broadband transfer order in.

Today the customer has advised us they've got no internet service (and our transfer order failed because there was no broadband on the line).

Is it standard practice for Orcon to disconnect all services when a number tied to Genius is ported away?

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Oriphix
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  #804918 24-Apr-2013 14:06

I freaking hope not since I am with Orcon and Genius and have put a transfer order....

Actually just thinking about it did the customer say that he will be transferred on "X" date? If so then they probably would have.

myfullflavour

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  #804923 24-Apr-2013 14:14
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Oriphix: Actually just thinking about it did the customer say that he will be transferred on "X" date? If so then they probably would have.


Nope as we hadn't received an RFS date back from Chorus... We always advise the customer not to make contact with the existing ISP until after the transfer - because otherwise exactly this type of situation occurs.

 
 
 
 


LennonNZ
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  #805084 24-Apr-2013 18:30
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Orcon Genius is a Telephone AND Internet BUNDLED Service and they do not allow you to have only one part of the service . If someone cancels/moves one part of it off them then (as its a bundled service) they will cancel the other one.

This is a common problem and most ISPs who deal directly with Chorus regarding this have ways to sort it out.

Depending if the Line is a LLU Genius Product or a Telecom wholesale genius product its just easier to install a new line and then port the number across to it. When the Phone Number is ported form Orcon the Entire service will get canceled (as you have found).

I suggest you talk to your ISP you are moving to regarding this or if you are a direct Chorus Customer (ie not wholesaling etc via another ISP) you talk to your account manager regarding this "issue"



myfullflavour

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  #805094 24-Apr-2013 19:05
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Definitely not LLU otherwise we would of done a new connection to avoid downtime.

I understood while its a bundled product, from a Chorus point of view Orcon only purchase a Naked ADSL tail.

LennonNZ
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  #805100 24-Apr-2013 19:29
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Yes but its still a bundled service via Orcon. Cancel one part of it and the other will go away as well.

Having naked broadband with VOIP bundled or LLU via Orcon/Slingshot/Whoever etc can make it difficult sometimes moving services over to other ISPs. They are lots of other issues you will come across such as linked numbers., Moving TelstraClear numbers over, Centrix lines and lots of other stuff.

I presume you presumed moving the phone number off a bundled service should not affect the other part of the service. This was in your case wrong and you learnt regarding this.

Maybe you could have suggested the customer talk to Orcon before anything was done to make them aware that you where doing with the line and they may of given you some time to move the line over and not cancelled it after the number was ported over to the Carrier you are using.




sbiddle
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  #805112 24-Apr-2013 19:54
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myfullflavour: We've got a customer who is on Orcon ADSL with Genius phone line.

We ported their phone number over on Monday and put a broadband transfer order in.

Today the customer has advised us they've got no internet service (and our transfer order failed because there was no broadband on the line).

Is it standard practice for Orcon to disconnect all services when a number tied to Genius is ported away?


It's standard practice from any provider, whether it be VoIP or POTS. If the service is a bundled offering expect both to be disconnected if changes are made.


myfullflavour

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  #805124 24-Apr-2013 20:22
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I stand corrected.

Feels like an odd practice though - if we had a bundle going and one part of it was ported away, the "creating great experiences" hat I wear says contact the customer before making major changes such as a disconnection.

 
 
 
 


chevrolux
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  #805140 24-Apr-2013 20:59
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Yea kind of a rookie mistake...

Always much easier to install a new line and then move the services off the old one. I made the rookie mistake of porting a main number that had a faxability line linked to it. Took a very very long time to get the line back. We all screw up at some point lol

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