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Topic # 230384 21-Feb-2018 20:53
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So, I decided to save a few bucks and swap from Bigpipe - not exactly dropping service levels, I'd think, right?

 

So from the get go, I'm told I can't reuse the username I had when I was previously with 2degrees, and had to create a new one. Unimpressed, I carry on.

 

Order is submitted on the 2degrees website on the 9th with service targeting today (21st), and I contacted them a couple of days later to verify everything on my order and get a static IP pre-assigned. I'm told this isn't possible, until I insist it absolutely is and it's escalated to a tier 2 tech, who happily implements this for me, so I guess the radius account is made and everything is underway. I provide Bigpipe notice of my intent to disconnect, targeting the 23rd. So far so good.

 

I contact 2degrees due to paranoia about last time I signed up and had to co-ordinate on their behalf with UFF on the 14th, after Bigpipe provides notice that my cancellation is confirmed. Sure enough, 2degrees hasn't placed a service order with UFF, and then advises me that this is due to a lock caused by an open cancellation order on the circuit (placed that day!). Unimpressed, I advise them to place an ONT port 2 activation. Life goes on.

 

Called a few days later to confirm, everything seemed kosher, so I waited for today.

 

Get home after being notified install is complete, go to setup router on ONT LAN 2. No dice. Call 2degrees to troubleshoot, and after a while the CSR going through the UFF notification sees that the services were activated on ONT port 1 (?!) even though Bigpipe's service isn't due to disconnect until the 23rd, and until I rebooted my router my Bigpipe PPP session was active on that port (!!). Okay, problem solved, 2degrees isn't at fault and everything works. Cool, unimpressed with UFF, but cool.

 

Do a bit of verification later in the evening after updating my internal network's settings and rebuilding a raspberry pi that was having issues... Speedtest says I'm getting 100/20 speeds. Order was placed for 1000/500 from day dot, the billing shows I've been charged for the base 100/20 plan, and some verification shows the service level ordered from UFF was only 100/20. So, in effect, thanks to a comedy of errors mostly on 2degrees part but also thanks to one major WTF from UFF, I'm left on a 100/20 plan for the next 24 hours (I bloody hope, I don't expect it should take longer than the next working day for UFF to confirm the service level change and 2degrees to implement the changes), where I could've still been using my Bigpipe connection in the meantime (which was the plan).

 

All in all, unimpressed, hopefully once the provisioning process is over and everything is as it should be, the service level should be top notch (I do recall it being fantastic last spin around, thus the willingness to change).

 

However, 2degrees, get your provisioning team together. This isn't a hard task to manage, and I wouldn't expect any ISP to deliver this level of difficulty in just establishing a connection at a prior agreed service level with prior agreed configuration.

 

Really, really unimpressed, I had hoped that a couple of years would improve things.
@2degreesCare @saltyNZ you guys mind poking some people to find out what the heck happened to cause all this weirdness? I don't feel like I've been too demanding in what I've requested, but verification of if I was unreasonable or not would be nice.


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  Reply # 1961833 21-Feb-2018 21:32
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As has always been the case lodging a disconnection with your old RSP before your new connection is active is always a big no no as it's a guaranteed way to hcause issues. In the xDSL days this meant that once a S/O to disconnect was lodged that the new RSP couldn't actually lodge a new connection on the ASID.

 

While things are slighty better in the UFB world it's still not something you should do if you want a trouble free experience.

 

 

 

 




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  Reply # 1961841 21-Feb-2018 21:45
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sbiddle:

As has always been the case lodging a disconnection with your old RSP before your new connection is active is always a big no no as it's a guaranteed way to hcause issues. In the xDSL days this meant that once a S/O to disconnect was lodged that the new RSP couldn't actually lodge a new connection on the ASID.


While things are slighty better in the UFB world it's still not something you should do if you want a trouble free experience.


 


 


Fair, but also I knew what I was up to and feel I didn't set expectations high with a 4 day turn around to place an order with uff. Not a big ask, when orders are where the money comes from. I know I process everything same day because customers pay us, so why would I want to delay that? Also the solution wasn't a major but shouldn't really have needed to be an issue.

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  Reply # 1961892 21-Feb-2018 22:11
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I did the switch to 2degrees from BigPipe - all went smoothly.

1) Requested service from 2degrees to port from BigPipe (the username is just your email address you use to login to the BigPipe portal).
2) Requested disconnection from BigPipe stating do not disconnect services - this is a notification only to stop billing from this date.

 

Today, transfer went through smoothly - live on 2degrees. I've also got a static IP (however, I did ask somebody internally to pre-provision this so that is likely the difference here). I am however on the Chorus network so it may be different with UFF. Have not had to phone them or anything.

 

I am sure that somebody here can help but just note this isn't an official support forum. Really, the official support is over the phone with them. You shouldn't have had to request service on the 2nd port as they should be able to take your original connection - there may be a possibility that BigPipe placed a disconnection order (as per your request) which has mucked things up. The key words here is to state you're moving providers so you don't get a disconnection order placed. With all providers only one service order can be active at any given time and if this service order is the disconnection then you're a little stuffed.







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  Reply # 1961897 21-Feb-2018 22:26
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michaelmurfy:

 

I did the switch to 2degrees from BigPipe - all went smoothly.

1) Requested service from 2degrees to port from BigPipe (the username is just your email address you use to login to the BigPipe portal).
2) Requested disconnection from BigPipe stating do not disconnect services - this is a notification only to stop billing from this date.

 

Today, transfer went through smoothly - live on 2degrees. I've also got a static IP (however, I did ask somebody internally to pre-provision this so that is likely the difference here). I am however on the Chorus network so it may be different with UFF. Have not had to phone them or anything.

 

I am sure that somebody here can help but just note this isn't an official support forum. Really, the official support is over the phone with them. You shouldn't have had to request service on the 2nd port as they should be able to take your original connection - there may be a possibility that BigPipe placed a disconnection order (as per your request) which has mucked things up. The key words here is to state you're moving providers so you don't get a disconnection order placed. With all providers only one service order can be active at any given time and if this service order is the disconnection then you're a little stuffed.

 

 

As above, was aware of the potential of issues from the disconnection order, however that isn't the cause of the rest of the issues.

 

The BigPipe transfer itself was quite difficult to initiate as I had to call in to reiterate that my email address (as provided for the service ID) was in fact the service ID, and yeah, I did also advise BigPipe not to disconnect services or place any orders and that I was giving notification only - unfortunately my BigPipe CSR didn't read my support ticket and just processed a disconnection outright.

 

 

 

I do know this isn't an official support forum, but I also know that the best chance of any feedback without reaching out via email or social media is to tag saltynz and 2degreescare, which I've done. It's a combination of a rant and sanity check :P

 

I'm glad that your connection went smoothly, it does give me hope that maybe I'm just bizarrely unlucky when it comes to 2degrees provisioning team, as sadly this isn't the first time I've had issue getting a connection.

 

 

 

Edit: Just for clarity as I can't edit it into the OP, I'm an employee of a small ISP who's familiar with literally all the systems involved (barring 2degrees specific things), a former Chorus tech, and trained in the world of UFF too (just in case we were needed on the dark side). I'm aware of what went wrong that was my fault, but feel it would be unfair to not include that to give context.


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  Reply # 1961918 21-Feb-2018 23:17
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That doesn't sound good. As you likely know the 2nd port on the ONT is a different service with no CIR I believe so best avoid that if possible.

 

Have you sent a PM on here to @2degreesCare? Hopefully you can be sorted quickly!





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  Reply # 1961938 22-Feb-2018 02:44
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sbiddle:

As has always been the case lodging a disconnection with your old RSP before your new connection is active is always a big no no as it's a guaranteed way to hcause issues. In the xDSL days this meant that once a S/O to disconnect was lodged that the new RSP couldn't actually lodge a new connection on the ASID.


While things are slighty better in the UFB world it's still not something you should do if you want a trouble free experience.


 


 



I totally agree with you here. The RSPs do coordinate things with each other, this fear that they’ll stuff up and so one had better coordinate things actually threw a spanner in the works. Frustrating for 2 Degrees, I bet. Apart from the issue of not being able to use your previous username, you’ve only got yourself to blame.

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  Reply # 1961964 22-Feb-2018 07:22
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I'm sure @2DegreesCare will get someone to have a look at this, but I work for the mobile side of the business so I can't do much more than point you at care anyway, I'm afraid.





iPad Air + iPhone SE + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.


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  Reply # 1961989 22-Feb-2018 08:04
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michaelmurfy:

 

That doesn't sound good. As you likely know the 2nd port on the ONT is a different service with no CIR I believe so best avoid that if possible.

 

Have you sent a PM on here to @2degreesCare? Hopefully you can be sorted quickly!

 

 

I'm fairly sure all ONT ports are created equally?

 

 


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  Reply # 1962010 22-Feb-2018 08:49
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Hi @toejam316,

 

That certainly sounds like there's been some mixed messages as to what was happening. We'd like to check into this further, can you please PM us with your customer number (or username) and address so we can get this sorted for you.

 

@jnimmo With Chorus only the first port can reach up to 900/400 speeds. The other ports are restricted to 100/20 only.

 

Cheers,
^BRM


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