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4 posts

Wannabe Geek


Topic # 139069 27-Jan-2014 10:49 Send private message

Hi All,

I've been a Slingshot customer for over three years and moved house over the weekend. I called Slingshot ahead of time to schedule my phone and ADSL to come with me. The transfer was scheduled for Friday 24th, the guy that I spoke to assured me that this would be plenty of time and no problem.

I got a call from a guy from Chorus on the Friday morning around 9am - he was connecting the phone line and just wanted to check whether the house was wired already. I got a text message shortly after 1pm letting me know that my phone line was connected and that I had a new phone number. I was under the impression that my phone number wasn't going to change. By the time we got unpacked at about 6pm we tested the phone and it was working, but no ADSL. I called the Slingshot service centre shortly after, and got through to somebody within a minute.

The call went something like this:

Me: "Hi, I moved house today and had the phone and ADSL scheduled to come with me today. The phone is connected but I'm not getting any ADSL connectivity. Just wondering what's going on."
Her: "Can I get your address please" (I think she asked for something else too but not for my account)
Me: "[Address details]"
Her: "Please hold for a minute"

Somewhere between ten and fifteen minutes pass only to be told:

Her: "It can take a few days between your phone and ADSL to be connected"
Me: "Do you know which day it will be connected? Saturday?
Her: "As I said, it can take a few days between your phone and ADSL to be connected"

She wouldn't give me any other details so that was it.

I'm a bit confused exactly what she was doing for over ten minutes if that's all she could tell me. Her attitude and dismissive phone manner also left something to be desired. I run my business from home so ADSL connectivity is fairly important.

Less than an hour later (7:50pm) got a text message saying ADSL will be connected on Monday the 27th, then at 9:13pm I got an email saying that it'll be connected on the Tuesday 28th.

Not very happy about this poor service, Slingshot.

TLDR:
- Moving house, scheduled phone and ADSL to be moved on 24th of January
- Phone line was connected around mid day on the 24th, but ADSL doesn't seem to be working
- Phone number has changed, I was under the impression that it was staying the same.
- Called service centre in the evening of 24th to find out if ADSL was actually connected wondering if I'd done something wrong with my configuration
- Girl at call centre put me on hold long enough for a tea break
- Came back after over 10 minutes to tell me that it can take a few days between phone and ADSL connection. Couldn't (or wouldn't) give me any other details.
- Got email saying ADSL is now scheduled to be connected on 28th of January
- Run business from home and use ADSL connection for this. Not very happy customer.

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16308 posts

Uber Geek
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Vodafone NZ

  Reply # 974982 27-Jan-2014 10:51 Send private message

How far did you move?






4 posts

Wannabe Geek


  Reply # 974983 27-Jan-2014 10:54 Send private message

Across Wellington, from central city to one of the suburbs

16308 posts

Uber Geek
+1 received by user: 1313

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Vodafone NZ

  Reply # 974993 27-Jan-2014 11:16 Send private message

Landline numbers can't move exchanges




232 posts

Master Geek
+1 received by user: 22


  Reply # 975017 27-Jan-2014 11:51 Send private message

johnr: Landline numbers can't move exchanges

I thought was only Chorus.
If he was in the Vodafone Red zone or slingshot enabled exchange the number can be ported to their network ( Vodafone used to have an agreement with vodafone I dont know if they still do )
John




I know enough to be dangerous

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Uber Geek
+1 received by user: 1313

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Vodafone NZ

  Reply # 975029 27-Jan-2014 12:16 Send private message

We can't tell what they are connecting to




856 posts

Ultimate Geek
+1 received by user: 31

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Slingshot

  Reply # 975055 27-Jan-2014 13:23 Send private message

John's right, the number won't be able to move exchange. It sounds like you might have moved outside the better network which the original agent could have missed.

There can sometimes be a delay between voice and data getting connected, it shouldn't be that long though unless somethings gone belly up. If you wanna DM me your account details I'll take a look into that for you (and to the girl you spoke with this morning).

Cheers,
Chris

[Edit] Oh you already have PM'd me, never mind!






4 posts

Wannabe Geek


  Reply # 975065 27-Jan-2014 13:40 Send private message

Thanks everyone, I'm looking forward to getting this sorted.

7 posts

Wannabe Geek


  Reply # 985206 12-Feb-2014 15:46 Send private message

It seems you will have it sorted. but in my case, i called Slingshot to install UFB 1 month ago but still no internet access so far. They really dont know what faut it was and no ETA at all. i have told them i will move to other ISP if the issue cannot be solved by the end this week. can you imagine you dont have the internet for 3 weeks and every time you call Slingshot that they only tell you to wait unit their team to fix it .?



4 posts

Wannabe Geek


  Reply # 985241 12-Feb-2014 16:08 Send private message

Hi Mickey,

After Chris (Slingshot) got onto it, I had a connection the next day. It sounds like you might need to start your own forum thread to get the process expediated!! :)

I hope you get sorted soon, it sounds like something must have gone really, really wrong in your case.

856 posts

Ultimate Geek
+1 received by user: 31

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Slingshot

  Reply # 985246 12-Feb-2014 16:22 Send private message

My Slingy sense is tingling! (Sorry, I won't do that again...)

Hey Mickey, if you want to send me a PM with your account number I'll see what I can do for you.

Cheers,
Chris




1 post

Wannabe Geek


  Reply # 990022 18-Feb-2014 21:39 Send private message

looks like you just finished experiencing the same problems with connecting that I am now experiencing.

Firstly the vdsl connection that we had signed up for was delayed due to demand. this I can live with. however due to work constraints, and needing to be 5 minutes away from being connected to my work environment while on call I cannot live without an adsl connection.

since signing up for moving house we have had the connection date moved several times (original date was meant to be the 14th of this month), once again it was meant to be connected this morning, and without hearing anything, and still not being connected, I ring up to find that we will not be connected until early next week...

Lucky I have family a few minutes away which I go to do work at if necessary. This is an unnecessary inconvenience which could have been avoided if I was connected on the original scheduled date.

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