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Topic # 222873 1-Sep-2017 14:54
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So, I decided I'd switch from phone+broadband with Spark to a naked broadband connection with Orcon. Along the way, I also ported my home phone number to 2talk for VoIP.

 

The first cockup, to be fair, was somewhere between me and 2talk and Spark. Spark's antiquated billing system can't bill you if you don't have a phone number with them; even if you're naked, they still give you a phone number (which you can't use). Of course, I was totally unaware of this. So, when 2talk ported my phone number to themselves yesterday, Spark *also* disconnected my broadband connection. (Or maybe arranged for it to be disconnected... it still worked the following morning).

 

Now, Orcon can't *connect* because my line is already disconnected. Bizarre. Along the way, I get lies along the lines of there isn't a port available (Hello! You were going to connect me today... you surely had a port available for that) and we need to send a technician to the exchange (Hello! Do we live in some 3rd-world hellhole? Telecom/Chorus hasn't sent technicians to our exchange for years; it's all managed from Palmerston North) so it will take 2-10 days! (Jesus... it's like the NZ Post Office is still running the phones!) Actually, this is probably perfectly credible to the call centre people, who all sounded like they were in Manila.

 

Hint for anyone wanting to at least get straight answers: ask immediately to be put through to the "Escalations Team". But the bottom line is that everyone has to go through Chorus. Chorus, being a monopoly, apparently don't have SLAs in their contracts (apart from perhaps 2-10 days); all the ISP can do is request it to be done. Chorus can take their own sweet time to push the button to make the reconnection. So, now I'm waiting for Chorus to get round to sending me a text telling me when they're going to reconnect the line that was wrongly disconnected this morning.

 

 


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Reply # 1856688 1-Sep-2017 14:57
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Stuff up was your fault for porting a number, As soon as you do this it closes the account and closes all services under that number, Only got yourself to blame here,

 

Can't blame any ISP here

 

Linux

 

Edit: So now Orcon have submitted a connect Naked Broadband connection for you which now needs to be processed in due course they can't port something that is not connected

 

 




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  Reply # 1856720 1-Sep-2017 15:16
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Linux:

 

Stuff up was your fault for porting a number, As soon as you do this it closes the account and closes all services under that number, Only got yourself to blame here,

 

Can't blame any ISP here

 

Linux

 

Edit: So now Orcon have submitted a connect Naked Broadband connection for you which now needs to be processed in due course they can't port something that is not connected

 

 

I wish someone had told me. Beforehand. Nowhere does it say that porting a number closes the account and closes all services under that number. And apparently disconnects the wire as well.

 

And that a disconnected wire takes 2-10 days to connect, whereas a connected wire can be reconnected elsewhere more or less instantly.

 

Not Orcon's fault, except that they accept this 2-10 day silliness from Chorus.

 

 


 
 
 
 


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  Reply # 1856723 1-Sep-2017 15:18
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frankv:

 

Linux:

 

Stuff up was your fault for porting a number, As soon as you do this it closes the account and closes all services under that number, Only got yourself to blame here,

 

Can't blame any ISP here

 

Linux

 

Edit: So now Orcon have submitted a connect Naked Broadband connection for you which now needs to be processed in due course they can't port something that is not connected

 

 

I wish someone had told me. Beforehand. Nowhere does it say that porting a number closes the account and closes all services under that number. And apparently disconnects the wire as well.

 

And that a disconnected wire takes 2-10 days to connect, whereas a connected wire can be reconnected elsewhere more or less instantly.

 

Not Orcon's fault, except that they accept this 2-10 day silliness from Chorus.

 

 

 



If the pairs are still intact (Doubt it) they can reprovision instantly. Otherwise it takes a technician to connect them and that takes time. 2-10 days is just an indication, most people would complain here as you have if they said 2 days and it took 3...






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  Reply # 1856724 1-Sep-2017 15:19
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They have no choice but to accept the 2 to 10 days for a new connection, Remember Orcon is not the only ISP that uses Chorus lines,

 

Jobs have to done the order they come in from the retail ISP's and is a requirement under law

 

Linux

 

 


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  Reply # 1856726 1-Sep-2017 15:20
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Linux:

 

Stuff up was your fault for porting a number, As soon as you do this it closes the account and closes all services under that number, Only got yourself to blame here,

 

Can't blame any ISP here

 

Linux

 

Edit: So now Orcon have submitted a connect Naked Broadband connection for you which now needs to be processed in due course they can't port something that is not connected

 

 

I too can see how this went wrong, but I'm curious. How can you split a VDSL connection and Phone line to two different providers, without loosing connectivity, and retain the phone number.  I did it recently while changing to Fibre which made it easy because I could hold on to the old connection and phone line till I knew the new fibre connection was up.

 

Wouldn't porting the VDSL to a new ISP OR porting the phone number to a new provider both result in issues with the other service?


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  Reply # 1856738 1-Sep-2017 15:26
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While correctly pointing out that one action causes the other, it would be timely to remind people that those that are not in the industry don't know how these things work and rely on their ISPs for guidance.

In other words, don't be too fast to blame the customer here.




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  Reply # 1856740 1-Sep-2017 15:28
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caminham:

 

Linux:

 

Stuff up was your fault for porting a number, As soon as you do this it closes the account and closes all services under that number, Only got yourself to blame here,

 

Can't blame any ISP here

 

Linux

 

Edit: So now Orcon have submitted a connect Naked Broadband connection for you which now needs to be processed in due course they can't port something that is not connected

 

 

I too can see how this went wrong, but I'm curious. How can you split a VDSL connection and Phone line to two different providers, without loosing connectivity, and retain the phone number.  I did it recently while changing to Fibre which made it easy because I could hold on to the old connection and phone line till I knew the new fibre connection was up.

 

Wouldn't porting the VDSL to a new ISP OR porting the phone number to a new provider both result in issues with the other service?

 



I didn't think people had split providers on the same pair for DSL and POTS, Since the days of bundling came along i thought you had to have a separate pair to connect this separate service.







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  Reply # 1856743 1-Sep-2017 15:29
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Coil:

 

I didn't think people had split providers on the same pair for DSL and POTS, Since the days of bundling came along i thought you had to have a separate pair to connect this separate service.

 

Only with VoIP - which is the case here.




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  Reply # 1857111 2-Sep-2017 09:26
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caminham:

 

How can you split a VDSL connection and Phone line to two different providers, without loosing connectivity, and retain the phone number.  I did it recently while changing to Fibre which made it easy because I could hold on to the old connection and phone line till I knew the new fibre connection was up.

 

Wouldn't porting the VDSL to a new ISP OR porting the phone number to a new provider both result in issues with the other service?

 

 

The point is that I wasn't doing anything with the phone *line*. I was switching the phone *number* to a VoIP provider. But Spark conflates this with my broadband connection. As you say yourself, they're completely separate services. Except in Spark's billing system.

 

If I'd switched broadband plus phone to Orcon, *then* ported the number to VoIP, everything would have been fine (according to Orcon). Except I'd be left with a 12-month contract that included a landline.

 

I'm still waiting for Orcon's modem to arrive too :(

 

 


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