[WXC/VFX] Telecom prevent fusion signup

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prisk

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#21023 13-Apr-2008 16:13

I have been trying to join up with fusion for the past two weeks to no avail.

The problem is that when WxC try to locate my address the Telecom database says that my address does not exist.

I have phoned Telecom twice to confirm my address for service. They say they find my address without problems and cannot understand why WxC does have problems.

I have all but given up trying to connect to fusion.

I do not understand why WxC technicians cannot phone Telecom to sort this out.

Nevertheless, is there any other way I can get onto fusion? For example, if I get Xtra broadband first, will that help "locate" my house or enable me to get fusion by some other round-about way?

Thanks,
Roger.

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#123214 13-Apr-2008 16:31

Just a suggestion on this. Make sure your details with WxC are exactly the same as what your service with Telecom is like street number and the spelling of the street and suburb as well. Just in case your street address with WxC is spelt differently to your Telecom account. Thats about all I can suggest here.

downhill

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#123245 13-Apr-2008 18:50

Hey Prisk, you can almost guarantee that the problem lies with T not WxC as I am sure that WxC would love to gain another customer, be patient and confirm that you have all details absolutely correct, good things take time! Dh

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#123248 13-Apr-2008 19:04

Not in a unit are you? eg WxC are trying 57B Geekzone Street but Telecom have you as 2/57 Geekzone Street . . .

exportgoldman

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#123263 13-Apr-2008 19:40

prisk:
Nevertheless, is there any other way I can get onto fusion? For example, if I get Xtra broadband first, will that help "locate" my house or enable me to get fusion by some other round-about way?

As a last resort, you could simply sign up for Xtra (I think it's free connection.) Then churn to Fusion. If you have never used Xtra before, they will also credit you your first months usage!

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#123266 13-Apr-2008 19:48

exportgoldman:
prisk:
Nevertheless, is there any other way I can get onto fusion? For example, if I get Xtra broadband first, will that help "locate" my house or enable me to get fusion by some other round-about way?

As a last resort, you could simply sign up for Xtra (I think it's free connection.) Then churn to Fusion. If you have never used Xtra before, they will also credit you your first months usage!

Better still, with Xtra's current offer, you can back out within the first 30 days without penalty. The downside here though is you'd need to pay a landline connection fee (I'm assuming there is no landline connected here).

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#123268 13-Apr-2008 20:02

WorldxChange should have the ability to raise cases up.

This is almost certainly not a case of Telecom actively preventing you but somewhere the process has fallen off the tracks whether it is on the wholesale or WorldxChange side.

I would recommend getting them to look into it further.

Though it doesn't stop the rumormill.

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willnz

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#123272 13-Apr-2008 20:24

Have you recently moved house? I had a case like this when I was working for Orcon, where Telecom Wholesale still had the old address, and Retail had the new one. Try giving WxC your old address if you have recently moved.

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insane

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#123289 13-Apr-2008 21:24

prisk: I have been trying to join up with fusion for the past two weeks to no avail.

The problem is that when WxC try to locate my address the Telecom database says that my address does not exist.

I have phoned Telecom twice to confirm my address for service. They say they find my address without problems and cannot understand why WxC does have problems.

.....

Roger.

I've seen this a few times myself, but after re-typing in all the details exactally the same as before it works. IT sounds totally silly but sometimes the dreaded "invalid line or address" rejection is nothing more than a glitch when people copy and paste the details into a form.

then again, this may well be a totally different case altogether. and would only require 1 call to see exactally what part of the details provided were incorrect.

nate

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#123299 13-Apr-2008 22:12

We've had this same fun when trying to signup customers to Fusion. Try checking your address through wises.co.nz or smaps.co.nz and see if it comes up. If it does I'd then call/email WxC and get them to try again.

If you don't have any luck, send me a PM and I'll see if we can help through the dealer channel.

nate

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#123466 14-Apr-2008 18:22

Hi prisk

Dropped into WorldxChange today to see what I could find out for you from the Dealer team.

Basically, your new address doesn't exist in the Telecom system. This is not normal and WxC have requested your new address be added into the Telecom database. Once this happens, your Fusion app will be processed.

The most confusing thing is the address NZ Post use, and the address Telecom sends your bill to, and the actual address your services are connected at can all be different.

Hope this helps.

prisk

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#123469 14-Apr-2008 18:39

Basically, your new address doesn't exist in the Telecom system. This is not normal and WxC have requested your new address be added into the Telecom database.

Thanks Nate. I hope this gets results. However, I have phoned Telecom twice before to confirm my address for service. They say it is the one I have given WxC and they say my address does exist and that they don't know why WxC can't find it. Maybe WxC and Telecom use two different databases?

Anyway, that is the whole crux of the problem. If WxC and Telecom could just talk to each other I am sure this would get resolved. In the meantime, I just keep banging my head in the corner...

Thanks again Nate.

Regards
Roger

nate

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#123470 14-Apr-2008 18:42

My pleasure, glad I could help

maverick

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WorldxChange

#123566 15-Apr-2008 05:52

prisk:
Basically, your new address doesn't exist in the Telecom system. This is not normal and WxC have requested your new address be added into the Telecom database.

Thanks Nate. I hope this gets results. However, I have phoned Telecom twice before to confirm my address for service. They say it is the one I have given WxC and they say my address does exist and that they don't know why WxC can't find it. Maybe WxC and Telecom use two different databases?

Anyway, that is the whole crux of the problem. If WxC and Telecom could just talk to each other I am sure this would get resolved. In the meantime, I just keep banging my head in the corner...

Thanks again Nate.

Regards
Roger

Actually we have done this a couple of times and contrary to popular belief we are in contact with Telecom, we have escualted within Telecom and each time they come back and tell us it's not a valid address, we have tried different combinations as well and have been in contact with Telecom over this address they keep coming back and say it's not valid.

Now your address issue is probably due to the fact that this is a line off another house is this correct ?

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prisk

21 posts

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#123593 15-Apr-2008 09:12

maverick: this is a line off another house is this correct ?

Not according to Telecom. They say my line is specific to this address.

However, as I have explained several times already to WxC staff, my overhead telecom lines crosses over onto the neighbours property and joins onto a pole over there before going underground. I don't know if this means that the lines are indeed joined or if they simply share the same pole but are seperate lines. The pole is situated at house number 3197.

You will note that you can find the neighbours on either side of me. I am in a string of houses. Maybe if you can only find every secon house that would strongly suggest that the lines are shared along this road?

Right now, I would be happy just to get normal broadband. Is that possible? Or will I strike the same problem?

Roger.

nate

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#123805 15-Apr-2008 20:21

Just received further notification from WxC - you have been booked for Thursday afternoon. You will hear from a tech then.

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