Spark to Spark SIM swap... Slow...

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Gordy7

gordy7
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#154676 4-Nov-2014 09:47

In anticipation of getting a new mobile phone I ordered a Spark SIM Trio online giving my current Spark 027 number.
My old phone uses a standard SIM and the new phone micro SIM.
I am 120km from the nearest Spark shop.
It is now 4 Nov and still the swap is not done.
Have I been hassling them too much?
What have I done wrong?
Could not find too much help on SIM swaps on the Spark web site.

22 Oct ordered SIM online.
23 Oct received SIM.
28 Oct checked with Napier Spark store.
31 Oct phoned 0800785 785 then later 0800 800 163.
1 Nov phoned 0800 800 163
2 Nov chat with spark... yep.. should be done on 3 Nov.
3 Nov nothing
4 Nov sent complaint to Spark... Will respond in up to 10 days. Wow.

2 degrees say they can do a port in about 4 hours.

Waiting.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

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#1168280 4-Nov-2014 10:00

I did a spark SIM swap over the phone a couple of weeks ago (from microSIM to nanoSIM). I just called the 0800 number that came with the new SIM, entered the phone number (or something, think it was phone number) and got the message to say it was done. Did not need to talk to anyone. Really really easy, the new SIM worked about 10 minutes later.

Not sure what you are doing, maybe over-complicating it? Did you also get the phone from Spark?

Inphinity

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#1168283 4-Nov-2014 10:07

Have done it several times and usually takes an hour or two, worst case was next day.

Gordy7

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#1168289 4-Nov-2014 10:16

Tried various 0800 numbers... yes, each response said the swap would be done in 4 to 24 hours.

The 0800 785 785 was an automated confirmation that my number would be swapped.

Did not buy the new phone from Spark (still anticipating arrival).

The Trio SIM fits my old Telecom phone (Ascend Y300) and I would have expected it to work.

I don't suppose I have dud Trio SIM card...

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

trig42

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#1168305 4-Nov-2014 10:48

You may have a dud.

Does your old SIM work?

Gordy7

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#1168310 4-Nov-2014 10:59

trig42: You may have a dud. Does your old SIM work?

Dud SIM card possibly. My old phone boots up with the new SIM card.
Do not see any signal bars in the status icon. Just an empty triangle.
Can not find any network providers.
I can enable and disable the new SIM card security PIN.
However that may be part of the phone security and not writing to the SIM card.
Have also been able to do a restore of my old SIM backup to the new SIM card.

Old SIM card still works ok. See full signal bars. Can send and receive text and data.
Would have expected to see the old SIM card fail to work once the swap was completed.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

trig42

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#1168330 4-Nov-2014 11:25

Yeah, if the swap was successful, the old one would stop working.

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plambrechtsen

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#1168336 4-Nov-2014 11:41

I would use Online Chat and ask them: https://www.spark.co.nz/digital-content/assets/html/webchat/form/

Or ring the Mobile Helpdesk on 0800 800 163 and they should be able to sort it.

Normally a sim swap takes 10 mins, but the SLA is 4 hours from my understanding. But I could be wrong there.

Gordy7

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#1168379 4-Nov-2014 12:09

plambrechtsen: I would use Online Chat and ask them: https://www.spark.co.nz/digital-content/assets/html/webchat/form/

Or ring the Mobile Helpdesk on 0800 800 163 and they should be able to sort it.

Normally a sim swap takes 10 mins, but the SLA is 4 hours from my understanding. But I could be wrong there.

Have used the online chat a couple of times.
Just used the 0800 800 163.
The guy confirmed my first request for swap as 27 Oct.
Swap request is now escalated to urgent, but he could not give a time for completion.
Have heard all that before but here is hoping this attempt will be successful.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

plambrechtsen

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#1168382 4-Nov-2014 12:15

Gordy7:
plambrechtsen: I would use Online Chat and ask them: https://www.spark.co.nz/digital-content/assets/html/webchat/form/

Or ring the Mobile Helpdesk on 0800 800 163 and they should be able to sort it.

Normally a sim swap takes 10 mins, but the SLA is 4 hours from my understanding. But I could be wrong there.

Have used the online chat a couple of times.
Just used the 0800 800 163.
The guy confirmed my first request for swap as 27 Oct.
Swap request is now escalated to urgent, but he could not give a time for completion.
Have heard all that before but here is hoping this attempt will be successful.

If you don't have any joy by 2pm email me "pl at spark.co.nz" with your mobile number and the sim card number that you are moving to, and I will go chase some people up!

Gordy7

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#1168509 4-Nov-2014 14:21

plambrechtsen:
Gordy7:
plambrechtsen: I would use Online Chat and ask them: https://www.spark.co.nz/digital-content/assets/html/webchat/form/

Or ring the Mobile Helpdesk on 0800 800 163 and they should be able to sort it.

Normally a sim swap takes 10 mins, but the SLA is 4 hours from my understanding. But I could be wrong there.

Have used the online chat a couple of times.
Just used the 0800 800 163.
The guy confirmed my first request for swap as 27 Oct.
Swap request is now escalated to urgent, but he could not give a time for completion.
Have heard all that before but here is hoping this attempt will be successful.

If you don't have any joy by 2pm email me "pl at spark.co.nz" with your mobile number and the sim card number that you are moving to, and I will go chase some people up!

email sent

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

JoshWright

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#1168511 4-Nov-2014 14:23

If you're not scared of chopping up your SIM you could just print off a template and trim the SIM down to Micro size, it's super easy and I've never made a mistake doing it. That way you can use your new phone until Spark manage to transfer the number across.

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Gordy7

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#1168522 4-Nov-2014 14:34

JoshWright: If you're not scared of chopping up your SIM you could just print off a template and trim the SIM down to Micro size, it's super easy and I've never made a mistake doing it. That way you can use your new phone until Spark manage to transfer the number across.

That is a good idea.
I had thought of getting a punch.
If I just trim the standard SIM to micro then there would be no going back to my old phone without a SIM adapter.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

JoshWright

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#1168527 4-Nov-2014 14:38

Gordy7:
JoshWright: If you're not scared of chopping up your SIM you could just print off a template and trim the SIM down to Micro size, it's super easy and I've never made a mistake doing it. That way you can use your new phone until Spark manage to transfer the number across.

That is a good idea.
I had thought of getting a punch.
If I just trim the standard SIM to micro then there would be no going back to my old phone without a SIM adapter.

You're right, there's no going back, so if you choose to, make sure you take your time and cut as accurately as you can. Here's a link to some instructions in case you decide you want to: http://smartphones.wonderhowto.com/how-to/cut-your-sim-card-down-mini-micro-nano-size-0149154/

Flickky

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#1168667 4-Nov-2014 17:26

Takes a few minutes for postpaid, more (10+ minutes) for prepaid, FYI :)

DKe

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#1168729 4-Nov-2014 18:34

A relative changed to a micro SIM and the process took less than half a day. It seems something went wrong with your request. If that is the case, Spark will rectify the problem for a very long time even though they made it 'urgent'. I've experience a similar problem, porting from 2degrees to Spark (prepaid) and took 7 days to move after a store rep incorrectly typed the SIM number. Hopefully the Spark rep here will make sort it out much quicker.

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