Moved to 2Degrees Broadband (ADSL->Fibre) - Still connected to old ISP?

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Dairyxox

1594 posts

Uber Geek

#198018 22-Jun-2016 15:22

Hi All,

Finally moved to fibre, when my line started playing up on ADSL.

I was a happy Bigpipe customer, and (sorry 2degrees) would have stayed with them, except Bigpipe don't do fibre in Tauranga yet (crazy).

Signed up to 2degrees for fibre, on their online form I had entered my 'Old Provider' details upon signup, letting them know Bigpipe was my old ISP and my account number etc.

I'd inferred that this would be considered a 'churn', and that 2degrees would notify Bigpipe that I'm their customer now, when the copper got disconnected.

Silly me, now I'm getting bills from both companies for 2x internet connections. I've asked Bigpipe to terminate now, and phoned 2degrees to ask if I was being unreasonable in my expectations (to which I got a muddled answer, of "we cant cancel your other ISP account, but if this happened, then this should have happened etc")

I probably should have called Bigpipe the instant I was connected and let them know, because we all know ISP processes can be hit & miss.

So what do you think? Would you consider this a churn?

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#1578393 22-Jun-2016 15:28

there is no linkage between UFB and Copper connections. They are considered totally separate - i.e. it's quite possible to have simultaneous copper and fibre connections and just because you have UFB connected doesn't mean you definitely want copper disconnected.

so yes, you should have told us when you wanted to disconnect.

IMHO

a) 2D should have told you this info when you signed up, and that if you wanted to disconnect a current provider you should contact them directly

b) If you asked us and said you were moving to UFB on another provider (did you?) we would hopefully have told you the same thing.

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

Dairyxox

1594 posts

Uber Geek

#1578395 22-Jun-2016 15:34

BigPipeNZ:

there is no linkage between UFB and Copper connections. They are considered totally separate - i.e. it's quite possible to have simultaneous copper and fibre connections and just because you have UFB connected doesn't mean you definitely want copper disconnected.

so yes, you should have told us when you wanted to disconnect.

IMHO

a) 2D should have told you this info when you signed up, and that if you wanted to disconnect a current provider you should contact them directly

b) If you asked us and said you were moving to UFB on another provider (did you?) we would hopefully have told you the same thing.

Thanks @BigPipeNZ, No I didn't sorry.

I was used to the traditional process of "only deal with the new ISP" who handle everything. Sadpanda

Its a bit of a minefield for the customer to have to know if its fibre then other rules apply.

How much notice does Bigpipe require for termination?

sbiddle

30853 posts

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Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1578444 22-Jun-2016 16:34

Dairyxox:

I was used to the traditional process of "only deal with the new ISP" who handle everything. Sadpanda

The traditional process which so many people get caught up by is calling their old provider to disconnect first, and then finding their new provider can't connect them because a S/O is on the connection. For this reason the best approach now is to contact the new ISP to lodge your connection BUT you should ALWAYS let the old RSP know you're disconnecting after the new connection is live. Even between DSL providers if a new provider lodges a brand new install (such as a move to VDSL2) rather than simply requesting a churn it's entirely possible your your existing connection will remain live and the old provider will have no knowledge of the new connection.

The guide Bigpipe wrote a few months ago is pretty good http://pages.bigpipe.co.nz/how-to-switch-isps-without-ruining-everything/

Dairyxox

1594 posts

Uber Geek

#1578448 22-Jun-2016 16:48

Thanks Steve, that makes sense.

Funny because I've read that Bigpipe guide before too. It appears I haven't strayed too far from the expected course, should have notified Bigpipe a wee bit sooner if I was onto it.

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#1578461 22-Jun-2016 16:55

Dairyxox:

BigPipeNZ:

there is no linkage between UFB and Copper connections. They are considered totally separate - i.e. it's quite possible to have simultaneous copper and fibre connections and just because you have UFB connected doesn't mean you definitely want copper disconnected.

so yes, you should have told us when you wanted to disconnect.

IMHO

a) 2D should have told you this info when you signed up, and that if you wanted to disconnect a current provider you should contact them directly

b) If you asked us and said you were moving to UFB on another provider (did you?) we would hopefully have told you the same thing.

Thanks @BigPipeNZ, No I didn't sorry.

I was used to the traditional process of "only deal with the new ISP" who handle everything. Sadpanda

Its a bit of a minefield for the customer to have to know if its fibre then other rules apply.

How much notice does Bigpipe require for termination?

1 business day.

(But if you've prepaid for a period, it doesn't get refunded - just like prepaid mobile. If you've only just paid (like in the last day or two) we might refund it if you ask nicely ;P )

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

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1578500 22-Jun-2016 17:38

Dairyxox:

Hi All,

Finally moved to fibre, when my line started playing up on ADSL.

I was a happy Bigpipe customer, and (sorry 2degrees) would have stayed with them, except Bigpipe don't do fibre in Tauranga yet (crazy).

Signed up to 2degrees for fibre, on their online form I had entered my 'Old Provider' details upon signup, letting them know Bigpipe was my old ISP and my account number etc.

I'd inferred that this would be considered a 'churn', and that 2degrees would notify Bigpipe that I'm their customer now, when the copper got disconnected.

Silly me, now I'm getting bills from both companies for 2x internet connections. I've asked Bigpipe to terminate now, and phoned 2degrees to ask if I was being unreasonable in my expectations (to which I got a muddled answer, of "we cant cancel your other ISP account, but if this happened, then this should have happened etc")

I probably should have called Bigpipe the instant I was connected and let them know, because we all know ISP processes can be hit & miss.

So what do you think? Would you consider this a churn?

Hi there

As others have pointed out here, in the event where you have signed up for fibre, but had another connection type with another provider this is technically not a churn, as it is a fully separate service and treated as a New Connection to fibre, rather than a transfer of an existing service at the address. Had this been a copper-to-copper or fibre-to-fibre transfer, there would have been automagically created notifications called Losing Service Provider notifications, however not all providers will take these as notice to close an account.

We do recommend to our customers to ensure that they make contact with their previous provider and to ensure that they are not within a contracted period or have a notice period to serve. This is detailed in our welcome email, and if you signed up over the phone or in store this should also be discussed at the time with you.

Ultimately it is the customer's responsibility to ensure everything gets closed off with a previous provider, just in case a losing service provider notification isn't accepted as notice of termination or if there are other complications such as a contract term, associated services such as email or bundled service, that kind of thing.

If you would like us to check out your particular case please feel free to send us a PM and we can take a look.

Thanks,

Ralph ^JOB