03 322 1294 had a bb service on it from xtra. Cust just called me to say it's being 'slamed'. I seem to recall there being issue with this recently. If you know how to fix this or can point me in the right direction can you let me know. D -- Don Gould 31 Acheson Ave Mairehau Christchurch, New Zealand Ph: + 64 3 348 7235 Mobile: + 64 21 114 0699 www.thinkdesignprint.co.nz
On 06/29/2011 12:56 PM, Don Gould wrote:
03 322 1294 had a bb service on it from xtra.
Cust just called me to say it's being 'slamed'.
I seem to recall there being issue with this recently.
If you know how to fix this or can point me in the right direction can you let me know.
Hi Don, There really isn't a fix. To start with it depends on whether the cust knows where the service has gone to. If they don't know, then that is where the problems begin. In our case TUANZ was very helpful in finding out for us but that is not an official channel for this sort of thing. If you know the new provider, then let the phone argy-bargy begin. Getting the service back to the original provider is NOT straight forward or easy. Again, in our case, Telecom helped in the end by getting a new line and BB service provisioned to the same address. I gather this isn't a normal remedy either. Glen. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Glen Eustace GodZone Internet Services, a division of AGRE Enterprises Ltd. P.O. Box 8020, Palmerston North, New Zealand 4446. Ph: +64 6 357 8168, Fax +64 6 357 8165, Mob: +64 27 542 4015 http://www.godzone.net.nz "A Ministry specialising in providing low-cost Internet Services to NZ Christian Churches, Ministries and Organisations."
On 29 June 2011 13:23, Glen Eustace
There really isn't a fix. To start with it depends on whether the cust knows where the service has gone to. If they don't know, then that is where the problems begin.
In our case TUANZ was very helpful in finding out for us but that is not an official channel for this sort of thing.
If you know the new provider, then let the phone argy-bargy begin. Getting the service back to the original provider is NOT straight forward or easy. Again, in our case, Telecom helped in the end by getting a new line and BB service provisioned to the same address. I gather this isn't a normal remedy either.
It should be easy. Telecom Wholesale has a process and an 0800 number (for retail providers) to look into these incidents. Anyone from a Retail ISP in NZ that does not know this number or process, feel free to contact me and I will put you in touch with the right person at Telecom. I won't give this info out to end users - this process must be driven by the ISP. It's frustrating that so many ISPs (and NONE are exempt from this criticism as far as I can tell) either don't know about this process, or choose not to train their frontline staff in this. Regards Neil Gardner
On 29/06/2011 1:29 p.m., Neil Gardner wrote:
It's frustrating that so many ISPs (and NONE are exempt from this criticism as far as I can tell) either don't know about this process, or choose not to train their frontline staff in this. +1
They the customers end up ringing me and I'm not even a Telecom Wholesale/Retail ISP, so the wholesale team don't/won't talk to me to sort it. D
On 29/06/2011 1:23 p.m., Glen Eustace wrote:
There really isn't a fix. To start with it depends on whether the cust knows where the service has gone to. If they don't know, then that is where the problems begin.
Thanks Glen, I posted to NZNog on the issue because I recalled following the problem you had but couldn't recall who it was with the problem, so thought it might just be quickest to pop up and ask for guidance. I called Neil's 0800 number and eventually got the person I talked to to make contact with the customers RSP to sort it out. D
participants (3)
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Don Gould -
Glen Eustace -
Neil Gardner