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178 posts

Master Geek

#136384 25-Nov-2013 16:32
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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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341 posts

Ultimate Geek


  #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

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

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