Here’s a very interesting set of circumstances that highlights the absolute atrocity that is broadband internet provisioning in New Zealand. We are moving house in a couple of weeks time. I have booked the telephone line move with Telecom (NZ’s monopoly phone line provider), and then asked about shifting our ADSL connection. They told me to go and talk to our current ISP about it.
So I called our ISP (ihug) and spoke to a technician called Tim. He told me that ihug have to wait for the phone line to be moved before they can even request that the ADSL service is moved; after which time it could take up to two weeks to move the ADSL connection. I confirmed this with his supervisor (Guy). I told them this is not good enough, and that I would consider switching to a different ISP if they couldn’t sort this out. They didn’t seem to care (even though I’ve been with ihug for 8 years). In their defense, they say that it is the only option they have, because they can’t put additional requests on a phone line once one is already in the queue – in this case the phone line move.
So, next up I called xtra (Telecom’s own ISP) to ask if I join xtra whether they can provision ADSL on the same day. The answer (from Eva) was yes. If I switch to xtra prior to the move, then they will guarantee that the telephone and ADSL switch happens on the same day.
Now, is it just me, or is this an abuse of Telecom’s monopoly power? Why do they get the right to book both phone and ADSL move on the same day, while other ISP customers have to queue up like animals?