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Topic # 108205 26-Aug-2012 18:10 Send private message

I ported my number from 2degrees to Telecom a few days ago, but there was a question I want someone to clarify because I am confused.

I decided to move to Telecom from 2degrees last week, so I go to telecom.co.nz (http://www.telecom.co.nz/mobile/mobile/simcards/) and ordered a SIM card (not a microSIM).

The SIM card arrived two days later, and I took it to a Telecom shop and said I wanted to port my 021 number from 2d (on account / pay monthly) to Telecom.  I also told the guy I have a Telecom SIM ready, which has a 027 number on it, but I don't need the 027 number, so I want to port my 021 number to that SIM card.

However, he said I bought the wrong SIM.  He said I should buy a blank SIM so I can port my number.  It cost $5.  I was a bit surprised that I need to buy another SIM, but I was in a hurry so I bought it anyway.

Can anyone tell me why Telecom cannot port my 021 number to a SIM with a 027 number on it?  I think they can just "recycle" the 027 number?


Anyway, I want to share my otherwise positive with Telecom with this porting exercise:

  1. I went to the shop at around 5pm to do the paperwork to port my number,  That guy said it should be done by 9pm that night.  Unfortunately, when I check my phone the next morning, it was not still ported.  I was not too suprised because I have heard bad porting experience when ppl move away from 2degrees.  Anyway, I called *333 or 0800 323232 (I can't remember which) at 7:45am, and the oversea call centre guy was very helpful and he diverted me to a lady in NZ.  She was very helpful and explained to me that she will email the porting team but they will only start at 8am.  I said it is OK.  At the end, my number was ported at around 9am and the local Telecom lady (same lady) called my office to confirm everything is OK.
  2. I called *333 because I want to be on Pay as you go, so I can add My Favourites later.  I could not do it because the silly system said I can only do one change per day (but I did not change anything!).  Anyway, call get routed to the overseas call centre again, and the guy was very helpful and changed it for me.
  3. I called 0800 323232 again today because I wanted to transfer my credit for the original 027 SIM card I got.  I explained the story to her (which I thought was rather complicated), but she understood it right away!  And she transferred the credit to my 021 prepaid account.


In a nutshell, I am quite impressed with the overseas call centre staff (and also the local lady as well).

Anyway, if someone can clarify the problem regarding the blank SIM card, it will be great.

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The Game.
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Think Concepts
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  Reply # 677205 26-Aug-2012 18:25 Send private message

Hi there,

The reason the staff ask you to buy a blank sim card is for speed - with the prepaid sim's there has to be a disconnect order done first which could take up to 4hrs, instead of risking this and having the customer wait it's easier to sell a blank sim card in order to port the number over.

If the store is busy this also helps the staff behind the tills - that way they can get you on your way faster than having to wait there until the disconnect order goes through.

In future, you can avoid this if you have an existing sim by calling 0800 32 32 32, the staff there are very helpful and will process it over the phone + transfer your credit over from the old number attached - when I did this the other night I was on the phone for 5mins total, the port happened approx 7hrs later and we were active.

Porting depends on quite a few factors, it also depends on load - for example if there are quite a few ports going through it can take longer than expected, the time this normally takes is between 4hrs and 24hrs but can take longer if incorrect information was given (and somebody has to correct this) or just pure system load, the other network can also hold your number from being ported out if for example you have a outstanding bill with them.

Hopefully this clears things up :)




Michael Murphy
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Everything I say here is my own opinion and not that of my employer.

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Vodafone NZ

  Reply # 677217 26-Aug-2012 19:02 Send private message

You think it would just be a number swap over the top of the 027 number with the 021 number

A order like this should take a few seconds




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Spark NZ

  Reply # 677313 26-Aug-2012 22:10 Send private message

Normally in these cases it's easier if you either do it all in-store rather than ordering the sim online.  Or order it online and do the port over the phone.  Not a mix of the two :)  Especially if the store was busy or just about to close :)

Michael's correct since they would first need to disconnect your number, wait for that order to process before they connect the sim up to your sim and start the port process.  The normal SLA for an order is 4 hours and most of the times it's sub 5 mins but sometimes things can be slower especially if there are a lot of orders in the system.

Glad it all got sorted out in the end.




I work for Spark, but as always my views are my own.

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  Reply # 682214 6-Sep-2012 11:29 Send private message

sorry to hijack your topic, but I'm in doubt

Why do I need telecom's SIM if I want to port my Voda number, which is currently on 2ds network?

Nothing that $5 would break my budget, I just wanted to do it online like I did with 2ds. The whole process took 30mins and I was on new network. But with Telecom, seems like the fastest way will be if I go to telecom's store :(

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Spark NZ

  Reply # 682217 6-Sep-2012 11:32 Send private message

kobiak: sorry to hijack your topic, but I'm in doubt

Why do I need telecom's SIM if I want to port my Voda number, which is currently on 2ds network?

Nothing that $5 would break my budget, I just wanted to do it online like I did with 2ds. The whole process took 30mins and I was on new network. But with Telecom, seems like the fastest way will be if I go to telecom's store :(


Yep, best to go in-store.  Since then they can test your phone to make sure it's compatible on the Smartphone Network and port the number over onto the new sim.




I work for Spark, but as always my views are my own.

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  Reply # 682223 6-Sep-2012 11:47 Send private message

@plambrechtsen buy why do I need new SIM?

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Spark NZ

  Reply # 682225 6-Sep-2012 11:50 Send private message

kobiak: @plambrechtsen buy why do I need new SIM?


If you have an existing Telecom SIM (even disconnected) then they can port the number onto it and disconnect whatever number was on there.  If you sign up for a postpaid account they give you the sim for free.  Otherwise to get a prepaid account it is the princely sum of $5.




I work for Spark, but as always my views are my own.

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