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Topic # 150124 11-Jul-2014 18:02
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Hi Telco experts

I am with Wxc on a Fusion plan at the moment and would like to change to snap plus. I am in a rural area around Motueka. WxC is getting the service through Chorus (ADSL only).

Now, snap tells me they are unable to provide me with any service because Chorus has declined ADSL availabilty at my property although snap told them that I already get this service through WxC.

So, does that mean I am stuck with WxC from now on ??

Who can I complain to? Is there a central complaint instance that is able to clarify the situation for me? Any ideas anyone?

Thanks for your help

Hansi

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  Reply # 1087380 11-Jul-2014 18:03
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Without knowing more information it's impossible to really understand why this has occurred.



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  Reply # 1087382 11-Jul-2014 18:05
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i wonder if its because your connection type is BUBA and Snap doesnt accept those now




 
 
 
 


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  Reply # 1087386 11-Jul-2014 18:14
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Thanks for the quick answers.

@sbiddle: What more information would be helpful?

@l43a2: How can I find this out?

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  Reply # 1087391 11-Jul-2014 18:18
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hwurst: Thanks for the quick answers.

@sbiddle: What more information would be helpful?

@l43a2: How can I find this out?


You'd need to ask Snap directly (in other words, they need to hash it out with Chorus), but you did say you are trying to sign up for Snap Plus, if you are on a BUBA connection (not EUBA) then this may not be ideal, you may only be able to go for a regular Snap service (i.e. standard copper phone service, or Naked (no phone via Snap) service, as Snap may not be able to offer to the QoS (quality of service) due to lack of EUBA.

Edit:  Clarification, Chorus may have declined ADSL EUBA availability.   (A pre-qual lists about 10 different products/features to do with ADSL, if Snap are looking for one particular thing for 'Snap Plus' they may summarize it falsely as 'they denied ADSL')



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  Reply # 1087395 11-Jul-2014 18:31
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Here's the reply from snap. They are not even able to provide broadband without voip :-(

...
Unfortunately we are unable to provide any services at your address. This is based on a manual pre-qualification that we have requested from Chorus (ref: 23390833).

Chorus maintain and build the broadband and fibre network throughout New Zealand and although 1.8 million lines are connected to homes and businesses throughout the country in this particular case Chorus have advised there are no services available at your address.
...

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  Reply # 1087426 11-Jul-2014 19:13
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Keep your voice with WxC - Snap haven't quite got their platform nailed yet lol.

I wonder if Snap aren't asking to do a straight churn and are actually trying to connect another line. In which case there may not be any ports available. They just need to churn your current connection.

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  Reply # 1087631 12-Jul-2014 10:47
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I wonder if perhaps it is due to contention and congestion at the exchange. I have heard of people in the Tasman area attempting to move from one isp to another and losing their 'slot' at the exchange and no longer able to get adsl because the exchange is 'full'.

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  Reply # 1087635 12-Jul-2014 11:03
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Kahikatea: I wonder if perhaps it is due to contention and congestion at the exchange. I have heard of people in the Tasman area attempting to move from one isp to another and losing their 'slot' at the exchange and no longer able to get adsl because the exchange is 'full'.


A basic churn transition won't result in you losing your connection.

If a customer disconnects, and then attempts to reconnect with another ISP they could lose their spot if they're on a Conklin or ASAM that has port waiters.




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  Reply # 1089272 15-Jul-2014 14:02
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I sorted the problem by pretending to Telecom wanting to switch to them. Initially, they said the same thing as snap but then used their (better) connections to Chorus to make it possible. With this information and the ASID code identifying my connection, snap confirmed they could take my line over.

I just called WxC to tell them, I will switch my broadband to snap but keep the VFX for the moment and here they told about their new plan:

FUSION UNLIMITED for 99$

https://www.wxc.co.nz/residential/fusion/

Have been waiting for that for 9 months now!

So, I'll stay with WxC.

Thanks everyone for the recommendations.

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  Reply # 1089275 15-Jul-2014 14:08
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hwurst:
I sorted the problem by pretending to Telecom wanting to switch to them. Initially, they said the same thing as snap but then used their (better) connections to Chorus to make it possible. With this information and the ASID code identifying my connection, snap confirmed they could take my line over.

I just called WxC to tell them, I will switch my broadband to snap but keep the VFX for the moment and here they told about their new plan:

FUSION UNLIMITED for 99$

https://www.wxc.co.nz/residential/fusion/

Have been waiting for that for 9 months now!

So, I'll stay with WxC.

Thanks everyone for the recommendations.


There is no chance Telecom did this because of "better connections".. It would have been the fact the person you spoke to knew the right questions to ask. Someone from Snap or WXC or Orcon etc could have done the same thing, guaranteed.

Cheers -N


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