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249 posts

Master Geek
+1 received by user: 12

Subscriber

Topic # 42330 2-Oct-2009 14:27 Send private message

A new VF sim card is purchased on Tuesday and arrives on Thursday. Sim comes with four weeks free VF-VF calls/texts and some free data which I won’t be using.

Sim is activated and My Vodafone setup first thing on Thursday morning. Port request is initiated from 2Degrees to VF. Processing time should be three hours.

20 mins later port request shows as Rejected. Checked details (all correct) and re-submitted through the VF site. Another 20 mins later port request shows as Rejected again. I called VF customer service that couldn’t help so they transferred me to the Online Store help desk. They too couldn’t help so transferred me to the Porting helpdesk. Thankfully the person I spoke with there was most helpful, informative and clear to understand

VF Porting team member advised that 2Degrees are having issues with all their IT systems and this is affecting VF in being able to bring my number across. He took all my details and said he will try and manually do the port.

Four hours later I call the VF Porting team rep back who advised that 2Degrees are still having lots of IT issues so port request can’t be done at the moment. He explained that 2Degrees have deactivated my number from their network but there was an issue transferring the number to VF. Apparently 2Degrees are working on this and will keep trying. I advised the VF rep that I will call him back this time tomorrow if I don’t hear from him.

On Friday afternoon I called the VF porting rep for an update. It is now 29 hours since the port was initiated by me and about 26 hours since my 2Degrees number has stopped working.

The rep advises he had an email about half an hour ago to advise that the 2Degrees technician tried to re-activate my number so the port request could be re-submitted. This has failed and since nobody works on the weekend, probably won’t be looked again until sometime on Monday.

This leaves me with a VF number that nobody knows, my old number deactivated and one of my free weekends passing which I won’t be able to use. Not to mention that my port will probably take over 72 hours to action?

Why is it that this whole process should negatively affect the customer in this way?  

Will update this thread next week with any progress.

</Rant>

 

CC: 2 Degrees board

 





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385 posts

Ultimate Geek
+1 received by user: 1


  Reply # 260685 2-Oct-2009 20:18 Send private message

I feel your pain. Have ported 4 numbers back in the last two weeks from 2D to Vodafone, every one was a drama, especially my On Account which was in limbo with no one being able to call for 48 hours.




Jonathan Mosen Mosen Consulting, for advice on web and app accessibility http://mosen.org

ajw

986 posts

Ultimate Geek
+1 received by user: 21


  Reply # 260860 3-Oct-2009 18:53 Send private message

brad_p: A new VF sim card is purchased on Tuesday and arrives on Thursday. Sim comes with four weeks free VF-VF calls/texts and some free data which I won’t be using.

Sim is activated and My Vodafone setup first thing on Thursday morning. Port request is initiated from 2Degrees to VF. Processing time should be three hours.

20 mins later port request shows as Rejected. Checked details (all correct) and re-submitted through the VF site. Another 20 mins later port request shows as Rejected again. I called VF customer service that couldn’t help so they transferred me to the Online Store help desk. They too couldn’t help so transferred me to the Porting helpdesk. Thankfully the person I spoke with there was most helpful, informative and clear to understand

VF Porting team member advised that 2Degrees are having issues with all their IT systems and this is affecting VF in being able to bring my number across. He took all my details and said he will try and manually do the port.

Four hours later I call the VF Porting team rep back who advised that 2Degrees are still having lots of IT issues so port request can’t be done at the moment. He explained that 2Degrees have deactivated my number from their network but there was an issue transferring the number to VF. Apparently 2Degrees are working on this and will keep trying. I advised the VF rep that I will call him back this time tomorrow if I don’t hear from him.

On Friday afternoon I called the VF porting rep for an update. It is now 29 hours since the port was initiated by me and about 26 hours since my 2Degrees number has stopped working.

The rep advises he had an email about half an hour ago to advise that the 2Degrees technician tried to re-activate my number so the port request could be re-submitted. This has failed and since nobody works on the weekend, probably won’t be looked again until sometime on Monday.

This leaves me with a VF number that nobody knows, my old number deactivated and one of my free weekends passing which I won’t be able to use. Not to mention that my port will probably take over 72 hours to action?

Why is it that this whole process should negatively affect the customer in this way?  

Will update this thread next week with any progress.



 

CC: 2 Degrees board

 



Why did you jump to 2 degrees in the first place. Their prepay pricing has been totally easy to understand and it is only two months since they launched.?



249 posts

Master Geek
+1 received by user: 12

Subscriber

  Reply # 261341 5-Oct-2009 17:29 Send private message

ajw:

Why did you jump to 2 degrees in the first place. Their prepay pricing has been totally easy to understand and it is only two months since they launched.?


Purely for the mobile number. I always intended to stay with VF but needed a new number.





ajw

986 posts

Ultimate Geek
+1 received by user: 21


  Reply # 261350 5-Oct-2009 17:37 Send private message

brad_p:
ajw:

Why did you jump to 2 degrees in the first place. Their prepay pricing has been totally easy to understand and it is only two months since they launched.?


Purely for the mobile number. I always intended to stay with VF but needed a new number.


What people do for the sake of a phone number. For the hassle it has obviously caused you I wouldn't have bothered.



249 posts

Master Geek
+1 received by user: 12

Subscriber

  Reply # 261644 6-Oct-2009 12:31 Send private message

ajw: 

What people do for the sake of a phone number. For the hassle it has obviously caused you I wouldn't have bothered.


LOL it's a really good number.

VF have been really helpful with this whole situation. They just called to advise that they are putting through the port request again and then if 2D do what they should then we'll be all good :)

 





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