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# 218021 23-Jul-2017 05:42
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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.


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  # 1827390 23-Jul-2017 07:16
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I recommend people do the opposite. Switch provider and move to fiber on the new one and cancel the old one only when fiber is installed and working. Otherwise you risk having no internet at all.

 

Not sure why you would expect a whole new installation with a new ISP to involve the old one at all.

 

There is nothing for the providers to solve at all.





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  # 1827396 23-Jul-2017 07:29
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Have to agree with @Richms here how did you expect to switch providers when fibre was not even installed when you started off the switch process?

Linux

 
 
 
 




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  # 1827400 23-Jul-2017 07:38
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You're right about 'why did I expect...'

 

It's because I was being really naive.  Just like lots of other consumers will be I suspect.

 

What was interesting to discover, is that the carriers can switch DSL->DSL or fibre->fibre if the customer moves provider.  Obviously because there is something physical to do with the same infrastructure.  The old and new carrier will talk to each other to help the customer switch provider.

 

With a new fibre install this process doesn't exist.

 

1.  When does the customer get told to cancel the old service?  There is no information or help on this.

 

2.  How does the customer avoid having either two bills or no service?  Not sure there is a good answer to this.

 

Of course, there is a better way for the customer to do things.  But surely the service providers should be helping through this process?  There shouldn't be assumptions that the customer, who is doing this process just the once, knows the process better than the carriers.

 

So they are treating DSL and fibre as different as water and gas.  Not very smart customer service really.

 

If I had or do receive two bills for next month, I'll be considering a complaint to the dispute service.


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  # 1827401 23-Jul-2017 07:41
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yep, stay with your current provider till you confirm your fibre is up and running then YOU cancel you old DSL service. yes you will likely pay an extra months charges but surely $100 is a small price to pay to ensure you still have internet. you would likely still have 2 bills with one provider anyways as you pay in advance for services so you have already paid for the next month of DSL then you would be changed over to fibre.

 

there have been many stories where people have cancelled their DSL and not had working fibre for what ever reason and then been with out internet.


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  # 1827404 23-Jul-2017 07:44
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If you are ordering fiber from a new ISP to a place with no fiber in it, they have no idea if there is an existing DSL connection into the place at all without going and checking it for no reason. Add to that the number of people that dont even know they have DSL and just call it upgrading from wifi to fiber etc then telling them more things would just confuse things.

 

They are totally different services, like power and gas are 2 different energy services - your gas company wouldnt go telling your power company to disconnect you when gas is added to a property.





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  # 1827406 23-Jul-2017 07:46
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farfields:

 

 

 

1.  When does the customer get told to cancel the old service?  There is no information or help on this.

 

2.  How does the customer avoid having either two bills or no service?  Not sure there is a good answer to this.

 

 

1. i would say most normal people would cancel the old service when the new service was working

 

2. you pay in advance for services, so wouldnt you still have "2 bills" anyways?, unless your with the same ISP and they offer you a credit?

 

 

 

xdsl and fibre are on different back end systems


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  # 1827408 23-Jul-2017 07:48
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Most ISPs which upgrade the connection will treat the request to upgrade as notice on the old connection too and cover the costs they incurr themselves while there are 2 circuits into the place so you have at worst 1 day overlap between the 2 connections.





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  # 1827410 23-Jul-2017 08:02
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You made an assumption which turned out to not be the way things work. I'd simply chalk this up as a life experience rather than trying to lay blame with anybody.

 

You're correct that if you transition from fibre to fibre that the losing RSP will receive a churn/disconnect notice. If a customer moves from DSL to DSL the losing RSP will receive a churn notice *if* the connection is lodged as a transition. For a large number of very good reasons a lot of RSP's do not lodge new DSL connections as a transition so these are new connections and the losing RSP will have no knowledge of what's going on. This allows them to have their broadband up and working at the property and then allows the customer to call their old RSP and disconnect so there is no outage or loss of service.

 

Likewise a customer moving from copper to fibre will in no way lead to RSP notifications and there is no possible way for the losing RSP to know, and certainly no way for the losing RSP to ever be told unless you tell them. There is no possible way for these to ever be tied together. Even if time, money and effort was put into building a system between Chorus and the LFC's there are so many instances where it would fail leaving the customer with no Internet that it would simply be a dumb idea to ever use it. 

 

I'm assume it would always be common sense to call your previous provider to if you're moving companies regardless of whatever service you changed to. If you changed insurance companies would you somehow expect the new one to call the old one and tell them you're moving? 

 

Comparisons to power and gas are pretty meaningless here as systems are very different and electricity will only ever be delivered to your ICP - there can easily be multiple ASID's for copper and fibre at a residential address.

 

 

 

 


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  # 1827495 23-Jul-2017 10:30
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We went from Voda ADSL to Voda fibre in 2016. Had a few problems that were outside of the control of the installer (who was a subbie from Downers). Luckily we still had the ADSL working for the 2 or 3 days it took to sort out the fibre issues.


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  # 1828119 24-Jul-2017 09:08
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Hiya,

 

Really sorry you felt the switching process wasn't clear! 

 

We don't 'notify' each provider when taking over a line as such. We send a request to take over that service to Chorus, that then generates a churn notification which is sent to the losing provider. That doesn't happen in a situation like this because we aren't taking over an existing service. That  should have been made clear to you when you signed up though.

 

We recommend you keep your existing service till your Fibre connection is confirmed so you aren't without internet. 

 

The termination fee with your previous provider would have applied regardless of the technology you were switching too unfortunately.

 

We have introduced an ADSl while you wait service in an attempt to make the switching process a little easier. Basically, we take over the Existing ADSL service then process a Fibre connection once you have made the switch.

 

If you have any further questions, Just flick us a message.

 

 

 

Cheers







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  # 1828660 24-Jul-2017 20:17
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Thanks for the update Slingshot.  Great to hear that the 'DSL while you wait' is on offer.  I understand the many service variations you have to juggle with when switching a customer, and in my excitement to get fibre I overlooked asking about cancelling Spark.

 

The only extra suggestion I have is for a service enable date to be offered that is later than the installation date.  i.e. Chorus installs and check, but the service enablement can be delayed until the DSL cancellation date.  I realise you are after revenue to start ASAP once service is connected.  As all the connections go via Chorus anyway, somehow they ought to be taking some of the pain in making it an easy process for the customer.

 

 

 

Next task is to get port forwarding for my Raspberry Pi working properly on that Netcomm router....


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  # 1828663 24-Jul-2017 20:29
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farfields:

 

The only extra suggestion I have is for a service enable date to be offered that is later than the installation date.  i.e. Chorus installs and check, but the service enablement can be delayed until the DSL cancellation date.  I realise you are after revenue to start ASAP once service is connected.  As all the connections go via Chorus anyway, somehow they ought to be taking some of the pain in making it an easy process for the customer.

 

 

 

 

if this was possible, we all would do this as for the customer it would be more "fair"

 

Truth be told, regardless of if You have service connected up, Your RSP is already paying the line fees and thus passing that along..





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1836886 3-Aug-2017 22:31
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I ordered fibre last Sunday 23rd. Tuesday 1st. Got a email and text saying the connection was live. Impossible because is not even installed yet. VDSL was disconnected with the fibre going live. Now i have nothing and 5-10 day reconnect wait time.

I have rung them several times for info and now PMd them here just now so hopefully i can get reconnected tomorrow (Friday).

Why do i have to wait standard connection wait times for someone elses mistake. Surely the reconnection should get sone sort of priority?

Wait and see i guess.

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  # 1836891 3-Aug-2017 22:57
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KiwiT: 
Why do i have to wait standard connection wait times for someone elses mistake. Surely the reconnection should get sone sort of priority?

 

Unfortunately 95% of the time this mistake is on the RSP side, and the LFC just handles it as another case.

 

Personally if i was to push for cases were it seems absurd to restrict to normal timings, this would be second on the list. First being Failed self installs (when the Network itself is at fault - Missjumper etc)

 

 

 

Truth be told, Often LFC's are pretty damn fast at lead times now days... it is rare a case i log is not handled within 24-48 hours.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1840862 8-Aug-2017 03:18
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Rang UFF on Monday. Yes they have a fibre install order that only came through on the weekend. I talked to SS about this on Tuesday last week. Supposedly a rush order.

Designer supposedly ringing tomorrow to make a time to visit which might be this week. Then who knows how long till the install team come back.

Still habe no internet service.
No word from SS about the VDSL reconnection either.

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