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nster
Member
2014-Apr-16 9:23 pm
Transferring away from StartAccording to » Ontario: Modem & Account Transfer from Start to EBoxStart refuses to give the disconnection date in advance to rogers which in turn prevents a smooth transfer. Is this true? is there a reason? |
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Please PM me your account # so I can investigate.
But no, that's not true. We will definitely work with you for transferring away. |
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dillyhammerSTART me up Premium Member join:2010-01-09 Scarborough, ON |
to nster
Please keep up posted on the progress of this if you can - this would be good information for others in the future. |
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roccaStart.ca Premium Member join:2008-11-16 London, ON |
rocca
Premium Member
2014-Apr-17 10:40 am
We're always helpful to both new and current customers, even if they are leaving us for some reason. In May all this become moot as the transfer process will change to allow the gaining ISP to put in a disconnect on behalf of the customer. |
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jjtsl
Member
2014-Apr-17 11:43 am
Hi Rocca, I am the current Start customer that is having this issue. I have spoken more than once to your customer service consultants and they have been adamant that Start cannot inform Rogers any earlier about the disconnection notice than the following day of the disconnection. I will send you a PM of my Start account number, appreciate if you can please help look into this.
Thanks. |
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roccaStart.ca Premium Member join:2008-11-16 London, ON |
rocca
Premium Member
2014-Apr-17 12:40 pm
Sure thing, done. |
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jjtsl
Member
2014-Apr-17 1:55 pm
Rocca, for the avoidance of doubt, are you confirming that Start will inform Rogers in advance of my disconnection date for my case?
Thanks. |
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roccaStart.ca Premium Member join:2008-11-16 London, ON |
rocca
Premium Member
2014-Apr-17 2:14 pm
Yes, they have already been notified as of when I PM'd you. |
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to nster
Thanks Rocca, I did not read your PM yet. You have been a great help! |
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nster
Member
2014-Apr-18 12:58 pm
I am happy that Start isn't playing unfair as you guys seem like one of the best TPIAs around in every aspect
Was it an issue of customer service reps that were misinformed / not properly trained? Anyways good to see it was resolved |
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roccaStart.ca Premium Member join:2008-11-16 London, ON |
rocca
Premium Member
2014-Apr-18 1:21 pm
It's a sequencing issue that we'll have to get better at. The request has to be sent by the provisioning team, but once an account is set for pending close at a future period of time the ability for the provisioning team to send the disconnect isn't visible, so what needs to be done is to cancel the pending disconnect in our system, submit the disconnect to Rogers, and then set the pending disconnect in our system again. Definitely room for improvement and it's on my radar. In the mean-time I think this is only the second one I've been aware of so either usually it's being done properly, or we just don't have a lot of people transferring away. |
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or they just go straight back to Rogers....and all this disconnection stuff is moot |
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dillyhammerSTART me up Premium Member join:2010-01-09 Scarborough, ON |
said by chall2k56:or they just go straight back to Rogers....and all this disconnection stuff is moot Yeah but later there's running and screaming.... Mike |
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