Changing ISP seems strangely painful

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Changing ISP seems strangely painful

Makoura

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#196070 18-May-2016 11:01

Ok so I'm moving to myRepublic. I've had Trustpower Fibre for three years and liked the myRepublic service so decided to change. Anyway so now I have to wait for UFF to come to my house and change over and be there for a 2hr changeover. My question is what are they going to do at my house for a two hour changeover? In fact why do I need to be there at all?

It seems the process for changing Fibre companies is overcomplicated vs changing V/ADSL.

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BigPipe

#1554694 18-May-2016 11:11

there should be absolutely no need for a tech to visit your house when you switch ISP and already have UFB installed.

It should all be done remotely and your downtime should be just a few minutes.

Sounds like a screwup.

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DarkShadow

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#1554695 18-May-2016 11:12

It depends on the ISP.

For example, if you're switching to Bigpipe, they would get UFF to remotely activate another port on the ONT and all you need to do is swap your router over.

Makoura

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#1554699 18-May-2016 11:14

Yes thats kinda what i thought. Have rung both and no real answer was given. I guess I wait in anticipation for next Tuesday. Shame Bigpipe isn't in Tauranga yet.

sheldonlendrum

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#1554767 18-May-2016 13:08

I am in the same position, changing from Trustpower to My Republic, but was told as I already had a connection, they would send out my router, and then would be sent a text when I should plug it in to the second port, UFF would liven that port and I'd be away...

Once working I would need to ring Trustpower can cancel my connection.

Nothing about a technician coming out.

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Wheelbarrow01

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Chorus

#1554771 18-May-2016 13:11

I believe it's because there is no standardised transfer code that all RSP's AND LFC's have agreed to yet, so transferring services is for the moment a very manual process, and IMHO it's quite hit and miss because each party has their own ideas about how it should be done.

To give you an example, I am in the process of arranging a transfer for one of my customers who has voice and broadband over fibre. The trick is that there is no defined way to transfer the voice service over, but we (or the customer) cannot tell the other provider just to disconnect it because our customer's phone number would then be quarantined meaning they cannot get it back for months.

The second issue is that with this particular LFC, they cannot connect a voice service on the second port (only broadband), so connecting up a completely separate second circuit is not an option either as the voice service would still be lost.

At this stage we are looking at connecting Spark broadband on the second port, and maybe transferring the existing voice service over to Spark onto our Customerlink service with a free divert to mobile etc, then asking the other provider to disconnect their remaining naked broadband service. We can then move the Spark broadband service over to the primary port, and after that we can convert the Customerlinked phone number back to fibre voice on the primary port.

Sound messy? You betcha!

Having said all of the above, I cannot fathom why the OP's new provider has booked a technician visit - maybe they are installing a second ONT? This suggests to me that their new provider will not be arranging disconnection of the existing service, and that is something the OP will need to arrange themselves once the second connection is activated - otherwise the OP will most likely end up with two ONTs, two connections, and two bills.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

MikeAqua

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#1554786 18-May-2016 13:26

It's in the interest of all ISP's for it to be hard for their customers to change. Therefore it is hard to change. "Oh no we couldn't possibly agree a standard protocol for transfers"

Even number portability, which used to be "impossible" can still be problematic.

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sbiddle

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#1554793 18-May-2016 13:32

MikeAqua:

It's in the interest of all ISP's for it to be hard for their customers to change. Therefore it is hard to change. "Oh no we couldn't possibly agree a standard protocol for transfers"

Even number portability, which used to be "impossible" can still be problematic.

Much of the complexity has come about because of the openness that now exists in the market - along with all the issues listed above UCLL also opens up a big can of worms because it's not just a simple matter of being able to churn a broadband/phone or broadband+phone connection.

Makoura

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#1554796 18-May-2016 13:36

As you say hit and miss. I see from someone else on this forum they just put the new connection on second port which I assumed they would do with mine. I have no voice so will see what happens.

I was waiting for new connection before turning off trustpower so not worried about that bit.

michaelmurfy

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#1554817 18-May-2016 13:57

Why would anyone actually move to MyRepublic is my question...

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Jase2985

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#1554875 18-May-2016 15:07

michaelmurfy:

Why would anyone actually move to MyRepublic is my question...

was going to say the same thing

skimped out on local handover speeds

Makoura

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#1554882 18-May-2016 15:20

michaelmurfy:

Why would anyone actually move to MyRepublic is my question...

Thank you for your concern. I will be sure to let them know if they don't live up to the good customer experience (with them) I have had so far. Both on online chat and phone they have been very helpful.

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Jase2985

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#1554894 18-May-2016 15:32

but do you use online chat and phone support all the time or once in a blue moon, and use your connection all the time?

jarledb

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#1554896 18-May-2016 15:36

You are not very fuzzy are you? I mean, the "good customer experience" you have had so far is being told about a fairly convoluted switchover and not having them answer when you follow up with them?

I am sure you will be soooo happy when you get to experience the "quality of service" that Truenet so clearly shows off.

Let me go get my popcorn, this is going to be a hoot.

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Makoura

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#1554897 18-May-2016 15:36

Jase2985:

but do you use online chat and phone support all the time or once in a blue moon, and use your connection all the time?

I guess time will tell if their service meets their claims. Do you have an experience of changing ISP that is painful as well?

Makoura

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#1554907 18-May-2016 15:43

jarledb:

You are not very fuzzy are you? I mean, the "good customer experience" you have had so far is being told about a fairly convoluted switchover and not having them answer when you follow up with them?

I am sure you will be soooo happy when you get to experience the "quality of service" that Truenet so clearly shows off.

Let me go get my popcorn, this is going to be a hoot.

Actually it's UFF who haven't been able to answer. But you seem happy to make fun of me so hey run with that I'm sure it'll make you feel better.

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