Moving house with Slingshot, always a 4 week affair?

Forums › Slingshot and CallPlus › Moving house with Slingshot, always a 4 week affair?

TheyLookLikeUs

4 posts

Wannabe Geek

Topic # 98448 28-Feb-2012 16:58

Hey Slingshot,

We are on your $90 unlimited naked plan, and have been loving it for most of the time we've had it. We were really hoping we could continue the service at our new place when we moved about 2 weeks ago. We made sure to give you a call a few days before we moved to try and minimize our time disconnected, although we know there is always going to be some time offline. However on that first phonecall it was meant to be only 2 business days or so. Then there was some trouble finding our new address; which I solved by looking on the WCC website; not sure why the person I talked to on the phone couldn't do this. Since you've had our address for 4 working days now, what gives?

If it is going to take 4 weeks like the other horror stories I have read online, we will probably have to get a new connection, with another company, to speed it up. No internet at home has meant we're burning through tethered 3g data like crazy; and we simply can't afford to keep it up.

Can you let us know why the delay?

Thanks,

Jake

Ragnor

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Reply # 587946 28-Feb-2012 17:27

No one can really answer this question... either it will go smoothly as it's supposed to OR someone will cock something up either Slingshot entering the work order details or the Chorus tech on the ground hooking things up.

Sometimes it's simple sometimes it's complex.

Forums like this always have a negative bias due to human nature.... you'll almost never hear about all the times moving house goes 100% smooth and you hear a lot about the ones that go wrong.

hamish225

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Reply # 588089 28-Feb-2012 23:29

Ragnor: No one can really answer this question... either it will go smoothly as it's supposed to OR someone will cock something up either Slingshot entering the work order details or the Chorus tech on the ground hooking things up.

Sometimes it's simple sometimes it's complex.

Forums like this always have a negative bias due to human nature.... you'll almost never hear about all the times moving house goes 100% smooth and you hear a lot about the ones that go wrong.

When a company does something right, on average the costumer will tell one person.
When they do something wrong however, they tell about 12.

dontsurf

22 posts

Geek
Inactive user

Reply # 588090 28-Feb-2012 23:30

Mine went wrong - took two weeks, but that wasn't Slingshot's fault. That was waiting for Chorus - two visits because this flat was wired into the flat above, but it was listed as two separate addresses, and because the wiring came in three floors from the ground and it was a two man job. Slingshot made an initial mistake, but they put it right - not just from Joe and Bevin on here, but from speaking to the CS guys. Which really is what counts.

Slingshot

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Reply # 588133 29-Feb-2012 07:41

Hi TheyLookLikeUs,

If you can PM me your account number ill have a look for you,

Normally we require 10 working days notice to do a move as we do have to book a new install tech regardless.

Thanks,
Joe.

www.slingshot.co.nz

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scottr

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CallPlus Group

Reply # 588558 29-Feb-2012 21:13

Moves can either go incredibly smoothly or incredibly badly, I'm moving next month so I better start paying homage to the move gods. It will be interesting to put myself through the system though.

In saying that it should be painless enough, I'm moving into a house that's been empty for weeks and it isn't in a multi unit complex or at a split address (A, B or 1/xx 2/xx etc). It's the apartment blocks and flat numbers/letters that kill you.

TheyLookLikeUs

4 posts

Wannabe Geek

Reply # 591952 7-Mar-2012 20:36

Wow. Just wow.

Sorry I let the thread die a bit but I had to stop paying 2degrees for so much data for a while.

Here's the story since I first posted:

The day after my post, I received word from Slingshot that my connection was now with Chorus to handle; and that they'd be doing it on the 6th. A rediculous amount of time; but I suppose that's what you get when you want cheap internet (what am I saying, there is no such thing in NZ). No mention that I might need to be home for the Chorus tech to do his job.

The 6th rolls around; and I miss a call while I'm in a meeting, from the Chorus tech who has "done some things at the exchange" but can't get into my house. I call him back and he says I need to book a new time with Slingshot, as he's already on another job. I call Slingshot, and they say OK, we'll sort it. Later in the evening, my flatmate, on discovering we still have no internet, asks if she can ring to find out whats going on. The person she talks to says they should never have needed to get into the house, all they need to do is enter some things on their system, which should be done on the 7th. He also mentioned that the original problem with the address was a common stalling tactic as they know their connection times are long.

Today, the 7th, nothing had happened by lunch time, so we decide to give them a reminder call. They say that it will be on by 7pm.

7pm, still nothing, we call again; and get a hopeless tech; who spent an hour telling me that Belkin routers don't work on Slingshot (Huh?! it has worked for the last year and a half at our old address!!) and that we might need to reconfigure it. I entertain him and factory reset the modem and re-enter all the details he reads out to me; which were identical to the ones already there. He then says he doesn't know whats going on, and that we'll need to log a fault, which will take another 72 hours. He puts me on hold to do this for a few minutes. When he comes back, he says he's sorry his 'mate' just told him we haven't been connected yet, theyre still waiting for something from Chorus! Perhaps because they haven't been back to our house?! He has said it will likely be another 24 hours, but I don't believe him for a second.

To top it off, Slingshot delightfully sends us our bill for the near month of internet we haven't had. I certainly plan on arguing the payment of that bill, and possibly a few more, given the amount we've had to spend on mobile data during what was originally told to be a 2-day wait.

How can they be this careless about customers? Why don't they tell customers exactly what they are doing? I have never been more frustrated with a business, save a landlord.

TheyLookLikeUs

4 posts

Wannabe Geek

Reply # 591962 7-Mar-2012 20:44

I understand there is a negative bias on forums such as this; but there's just a few too many stories out there given how many Slingshot customers there are. I really think they need to look at their processes and see where they can improve.

Truchu

23 posts

Geek

Reply # 592099 8-Mar-2012 07:15

@ TheyLookLikeUs

It is really hard to say if Chorus needs access to your premise. If they do need access to your premise then Chorus will give you a call and if you are not home, they usually leave you a message and their number to call them back to re-arrange a time that is suitable for you.

You said "I call him back and he says I need to book a new time with Slingshot, as he's already on another job". <----- Is this referring to Chorus I assume.

Slingshot definitely won't charge you for the services you have not use. Just ask them to adjust the bill. No point to argue

You also mentioned "possibly a few more, given the amount we've had to spend on mobile data during what was originally told to be a 2-day wait". <--- If you were really told a 2 day wait then ask Slingshot for credits if the wait has gone over 2 days. About the mobile data you spent while waiting this has nothing to do with Slingshot (who knows if you rack up big usages then you ask slingshot to credit that back which is really unfair) or any other ISPs if you didn't sign up with Slingshot.

I've been a Slingshot customer for 3 years now and haven't had any problems :)

Slingshot

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Slingshot

Reply # 592128 8-Mar-2012 08:40

Hi TheyLookLikeUs,

I have had a look into this for you and can see that wholesale have put the job into a delayed status, I have requested an update from them as to why it is delayed and when it will be completed.

I will let you know as soon as I have more info.

As for the issues with the "Process" of a connection, Sadly we are very reliant on the wholesaler and their tech's. We can request things but they decide if it is done and when.

As mentioned by Truchu, There is no way to know if the tech needs to get into the house, They only need to do this if they connect it all up and it is not working. They should then call to arrange a time to get into the house to see what is going wrong.

www.slingshot.co.nz

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TheyLookLikeUs

4 posts

Wannabe Geek

Reply # 592333 8-Mar-2012 13:51

Not sure what is going on now; another message this afternoon saying connection date is March 14th; ANOTHER 6 days, but I have no faith that is when we will be connected. Pretty much ready to give up at this stage, and go with Telstra.

Truchu - "You said "I call him back and he says I need to book a new time with Slingshot, as he's already on another job". <----- Is this referring to Chorus I assume." Yes. The Chorus tech "Charles" rang and said because no one was home (because no-one mentioned we should be home) we had to ring Slingshot, not Chorus, to book another time for him to come. I rang Slingshot, they said theyd take care of it. We rang again out of frustration later; and Slingshot said "No one should need to go to your house" So we now have no idea what is happening.

We've been Slingshot customers for 2 years and haven't had any issues until the move. The terrible speeds in the evenings didnt bother me much as I'm out biking or cooking then; and the speed was fine during the rest of the day and night.

Truchu

23 posts

Geek

Reply # 592688 9-Mar-2012 10:33

TheyLookLikeUs: Not sure what is going on now; another message this afternoon saying connection date is March 14th; ANOTHER 6 days, but I have no faith that is when we will be connected. Pretty much ready to give up at this stage, and go with Telstra.

Truchu - "You said "I call him back and he says I need to book a new time with Slingshot, as he's already on another job".
We've been Slingshot customers for 2 years and haven't had any issues until the move. The terrible speeds in the evenings didnt bother me much as I'm out biking or cooking then; and the speed was fine during the rest of the day and night.

The first Chorus technician should have re-arranged another appointment with you but instead he told you to call Slingshot to get another technician sent out. So Slingshot put through a request to wholesale and the next available technician is March 14th. This obviously delaying your connection

Really its not Slingshot's fault. As Slingshot mentioned, they are very reliant on the wholesaler and their tech's. they can request things but they decide if it is done and when.

So in other words, Slingshot can put through a request but they can't tell wholesale what to do.