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iwanttobeamole

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#257147 17-Sep-2019 20:02
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It's a bit of a long story as these things often are but here's the quick rundown.   This is a family friend of mine who is not technical and has spent the last 6 weeks calling slingshot with no positive results. 

 

For the purpose of continuity I'll call my friend Tim, and his boarder Jane

 

 

 

Background: 

 

Tim has had a slingshot fibre connection for some time which was the only fibre connection to the residential property and is connected on the primary port of the ONT. 

 

Connection included landline provisioned on the ONT.

 

 

 

Sequence of events to date:

 

  • Sometime prior to 5th August 2019, a Jane, (who is a boarder) requested a vodafone fibre connection as a secondary connection. 
  • Vodafone have churned the primary to Jane with no consent from Tim who is the property owner and slingshot account holder
  • It appears Vodafone have put a disconnection notice through to Slingshot for the connection
  • Slingshot have disconnected their service including the land line. 
  • Tim has put in numerous calls to slingshot with many job numbers collected have resulted in them suggesting that he contact Vodafone to ask them to disconnection/move their connection, despite him having no contract with Vodafone.   
  • Slingshot have now told Tim that he can't have two fibre connections live at his property as it is only a single dwelling. (I'm fairly sure this is incorrect)
  • Tim has continued to be billed by slingshot for all services despite assurances that he wouldn't be billed until the issue was resolved. 
  • Jane is happy to do whatever is required to restore Tim's slingshot services. Obviously did not mean to cause any issues. 

 

 

6 weeks have passed since Tim was disconnected and he is no closer to having his services reinstated.   He's an elderly gentleman who is not overly technical. 

 

 

 

I've got access to the Chorus portal via a reseller who has looked up the ONT. 

 

The status shows as "Held - Intent to Cancel" but unsure what the means or who has requested that. 

 

 

 

Desired outcome: 

 

  • Slingshot fibre and voice service is restored as primary 
  • Vodafone connection is moved to a secondary connection.
  • (Secondary) Slingshot to refund Tim for services not rendered and further for loss of service and extreme inconvenience caused. 

I'm not completely familiar with how the ONT config works when VOIP is involved so unsure if this desired outcome is even possible, but I assume so. 

 

 

 

At this stage both Tim and I are at a loss as to how to proceed. 

 

 

 

Any ideas anyone at Slingshot or @Chorusnz or @JasonParis

 

 

 

Bit of a curly one. 

 

Obviously I have the client details, ONT s/n, address etc if anyone of the involved parties can be of assistance.

 

I'd appreciate any constructive input

 

 

 

 


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quentinreade
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  #2319451 17-Sep-2019 20:11
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Thanks, please message me details and we'll get onto it ASAP.

 

Cheers, Quentin





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Vocus NZ


JasonParis
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  #2319459 17-Sep-2019 20:33
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Just let me know if I can help Quentin.

Cheers

JP




Jason Paris


 
 
 
 


quentinreade
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  #2319462 17-Sep-2019 20:35
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Cheers Jason, will do. Hoping we can nail it nice and quickly.

 

Best, Quentin





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Vocus NZ


iwanttobeamole

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  #2319472 17-Sep-2019 20:51
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quentinreade:

 

Thanks, please message me details and we'll get onto it ASAP.

 

Cheers, Quentin

 

 

JasonParis: Just let me know if I can help Quentin.

Cheers

JP

 

 

 

Thanks guys. 

 

Appreciate the quick response. 

 

Messaged. 

 

 


quentinreade
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  #2319482 17-Sep-2019 20:59
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Thanks for the details - the team are having a look into it ...





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Handsomedan
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  #2319586 18-Sep-2019 08:59
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And this is why we all love Geekzone - you'd get nowhere without a forum such as this to engage the right people. 

 

 

 

Hope the resolution is swift and positive. 





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Handsome Dan is also still somewhat perplexed...


quentinreade
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  #2319616 18-Sep-2019 10:16
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Hi all,

 

Our provisioning team is working with Voda to fix this - will update you and the OP when it's all squared away.

 

Cheers, Quentin





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Vocus NZ


 
 
 
 


Chorusnz
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  #2319635 18-Sep-2019 10:35
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Looks like Slingshot and Vodafone have this in hand for you iwanttobeamole.

 

Good job lads. Let me know if you need any assistance from Chorus.

 

^Richard


quentinreade
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  #2319949 18-Sep-2019 17:41
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Hi, looks like we are all resolved. Thanks Vodafone and Chorus for your help sussing this.

 

Cheers, Quentin





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xpd

xpd
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  #2319954 18-Sep-2019 18:18
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ChorSparfone - the only ISP you'll need.

 

 





XPD^ / DemiseNZ

 

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hio77
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  #2319958 18-Sep-2019 18:28
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xpd:

 

ChorSparfone - the only ISP you'll need.

 

 

 

 

Now that would be a nightmare.

 

 

 

 





#include <std_disclaimer>

 

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

 


RunningMan
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  #2319981 18-Sep-2019 20:01
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I think that's VodaShot with a touch of Chor ;-)


iwanttobeamole

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  #2319985 18-Sep-2019 20:31
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Thanks to all that's involved.  This issue has now been resolved. 

 

I appreciated your efforts @quentinreade. Defintely the MVP for the day. 

 

While I love what this forums is about and what it can achieve, It's a bit of a shame that Tim had to escalate to me, and me to Geekzone in order to get a resolution.  I think perhaps a review of the case might be in order as this clearly should have been escalated at the outset.   That said Tim is very happy to have it resolved so, once again a big thanks to those involved, and also those who offered help if required. 

 

 

 

Murray


hio77
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  #2319986 18-Sep-2019 20:42
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Fibre abandonment is quite a pain. Often causes things like this.

It's hard to solution for though. For every bad case like this there are thousands that are perfect.




#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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