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176 posts

Master Geek
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# 136384 25-Nov-2013 16:32
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http://www.geekzone.co.nz/forums.asp?forumId=39&topicId=136297

I thought it was Telecom but seems to be a Snap issue, Customer Service can't help.
 The latest from Telecom.

 

"I'm really sorry for this, I'm aware that this put's you in the middle and I apologise for that. However I have to refer you back to Snap as I have previously advised, there is nothing that Telecom can do here.

 

 

 

The order in the system was requested by Snap - therefore they are the only ones that can request any alterations (no retailer can change or view the details of another providers request). We can only see that there is an order there, it's due date & status (open/closed/posted).

 

 

 

We do get a bit of this coming through to us as newer/smaller providers seem to think that Telecom is behind everything that goes on in NZ. They are very much mistaken as Chorus was sold off 2years ago now. Snap need to contact the Wholesale department and have them fix this up. As your provider they should be doing all the running around for you - not advising their customer to contact Telecom."

 




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2821 posts

Uber Geek
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  # 940445 25-Nov-2013 16:43
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wow dont know about other people , but to me, telecom are coming of as really arrogant and condescending , its like they are saying we are to big and powerful to do anything wrong its all the upstarts fault so go away and sort it out and they wonder why people dont like them.




Common sense is not as common as you think.


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Vocus

  # 940451 25-Nov-2013 16:48
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I dunno, this kind of sounds like Snap! needs to sort this one out, not ask the customer to call other RSPs on their behalf...

 
 
 
 


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  # 940452 25-Nov-2013 16:50
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vexxxboy: wow dont know about other people , but to me, telecom are coming of as really arrogant and condescending , its like they are saying we are to big and powerful to do anything wrong its all the upstarts fault so go away and sort it out and they wonder why people dont like them.


Not at all, Telecom are following the correct process as they are the LSP (losing service provider) not the GSP (Gaining service provider)

Snap should be able to sort this out quite easily I suspect

776 posts

Ultimate Geek
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Snap Internet

  # 940467 25-Nov-2013 16:50
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Hi Distorter,

Can you PM us your username and I'll take a look, in almost all cases where one SP takes over another SP's circuits (when using Chorus) Chorus send a "winback" request to the LSP (loosing service provider) all LSP's should be processing those quickly (in most cases this is automated). Chorus will also stop billing the LSP from around the day that the services move.

But PM us your username and we will take a look at your case and see if the LSP has been notified. - note that this is only Chorus saying that the service has moved away, there may be contractual commitments which might mean the LSP continues to invoice the end user.

 

Thanks
TheRalph




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



341 posts

Ultimate Geek
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  # 940484 25-Nov-2013 17:03
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RalphFromSnap: Hi Distorter,

Can you PM us your username and I'll take a look, in almost all cases where one SP takes over another SP's circuits (when using Chorus) Chorus send a "winback" request to the LSP (loosing service provider) all LSP's should be processing those quickly (in most cases this is automated). Chorus will also stop billing the LSP from around the day that the services move.

But PM us your username and we will take a look at your case and see if the LSP has been notified. - note that this is only Chorus saying that the service has moved away, there may be contractual commitments which might mean the LSP continues to invoice the end user. Thanks
TheRalph


Sounds like Telecom's sorted it out Ralphster, as per this post in the other topic at literally the same time you posted (freaky) :)



176 posts

Master Geek
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  # 940501 25-Nov-2013 17:17
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Just had a call from Snap stating that there was issues with the winback request that Ralph mentioned.

Yyrael went out of his way quite a few times to perform some magic for me. Big ups to Yyrael.

Also thanks for the quick attention Ralph.

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Ultimate Geek
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Snap Internet

  # 940511 25-Nov-2013 17:39
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Hey Distorter,

 

I’ll try to explain it a bit further. This was a bit different to a normal change of provider request because the number was changing service type (network) as well. When we placed a porting request, the losing provider (Telecom) accepted this and the losing carrier (Chorus) generated a request to terminate the physical connection, which would no longer be required when the number is moved off their network. Note that this was not requested by Snap, and so we have exactly the same visibility as any chorus wholesaler, such as Telecom. From a Snap perspective, the porting order completed correctly and the number changed carriers and was now on our network. Any service provider party to the NPUG agreement could view that the number had successfully changed carrier as of the 8th, but it seems the chorus order to terminate the physical connection got stuck. Unfortunately because this wasn’t our line at any stage, we didn’t raise any orders against the physical line, so there wasn’t an open order for us to chase. We contacted Chorus to have the issue investigated as soon as you raised it with us this afternoon, and I’m glad to see it has been resolved quickly.

I hope this will clarify things a bit, and hope it is smooth sailing from here on!

^MC




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



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