Here's my experience of upgrading to fibre broadband with Slingshot, and some advice on making it a better process.

I signed up with Slingshot fibre in May, switching from Spark VDSL.  Due to living in a rental it took some time to get landlord consent and confirm dates with Chorus.

Chorus gave a date for install and this was done couple of days ago (mid July)

I then wonder who takes care of switching my service from Spark to Slingshot.  No doubt everyone reading this has realised already what the answer is.  But read on.

I call Slingshot and ask if they take care of the switch from Spark.  They tell me to call Spark.

I call Spark and ask if they have heard from Slingshot to switch service as I'm now on fibre with Slingshot.  They say that Slingshot is responsible and Spark have not had any communication about switching service.

Back to Slingshot.  They can't terminate my service with Spark, I have to tell Spark this.  So, Slingshot are washing their hands now.

Back to Spark to cancel service.  After some discussion I discover that if I was switching DSL-DSL the providers would hand the customers over.  If I was switching fibre-fibre they would take care of the switch between them.  But there is no process between carriers apparently to switch customer when the service is being changed from DSL to fibre.  I don't cancel yet, I want another word with Slingshot first.

Call Slingshot back to say I'm not going to accept getting two bills for internet connections for the same month.  It doesn't work this way for electric or gas switching, or if it was the same type of broadband technology.  I threaten to cancel the service, which I haven't yet used.  Unsurprisingly I hear that cancelling service on day one would incur a cancellation charge.  I start looking at the TUANZ site for dispute resolution in the background.  Reluctantly Slingshot offer to waive the first months charge.  At last we're getting somewhere.

I can now call Spark back to cancel DSL.

Bear in mind that at no point in the application, installation or switching process was there ever any communication from Slingshot about cancelling service with my existing DSL provider.  Please also consider that this process is set by the carriers and imposed on the customer - the purpose of customer service ought to be optimise, guide and assist the process.

The upshot of this is that upgrading broadband from DSL to fibre is treated by the carriers as if the two services were as different as water and gas.  They haven't figured out a process for coordinating a customer switch when the service is being upgraded.

Is this really the case that fibre customers are being stranded with a cancellation fee from their DSL provider because there is no switching process between the carriers when service is upgraded?

Here's the lesson:  Don't switch provider AND upgrade service at the same time.

1.  Switch service to your new provider keeping DSL.  Inform the new provider you intend to upgrade to fibre after the switch.

2.  Make sure you aren't locked into a DSL 2 year contract with termination fees (unlikely I hope)

3.  Make sure the new provider will take care of cancelling and switching the old DSL service.

4.  After the switch is completed, call your new provider back and start the process for a fibre upgrade.

5.  Again, double check that there are no DSL termination fees etc.

TL/DR:  only upgrade to fibre broadband with your existing DSL provider, otherwise you'll be getting two broadband bills.

I would be happy to hear from Slingshot on whether my experience is typical, and what advice they can provide to new customers to avoid this drama.  As mentioned, I didn't get any info about cancelling service.