All Service Lost on Changing Plan from Pay monthly to Pre Paid

Forums › Spark New Zealand (including Skinny and BigPipe) › All Service Lost on Changing Plan from Pay monthly to Pre Paid

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#2679543 23-Mar-2021 23:30

@CNZ Just checked the list 8 sites this week

https://community.vodafone.co.nz/t5/Services-status/Planned-mobile-network-upgrades-22-to-28-March-2021/td-p/231528

CNZ

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#2679544 23-Mar-2021 23:34

jarledb:

CNZ:

And get half assed coverage choice!

That all depends where you are. Where I live there are a lot more 2degrees towers than what Spark or Vodafone can provide. So I usually have better coverage than people that don't have 2degrees.

Might be the opposite other places, but I have not felt that I have had a problem with 2degrees when traveling all over the north island.

Urban Wellington! Friend came over and was swapping between 3g and 4g like crazy meanwhile full bars 4g

[URL=https://www.speedtest.net/my-result/3558175835][IMG]https://www.speedtest.net/result/3558175835.png[/IMG][/URL]

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#2679545 23-Mar-2021 23:38

@CNZ Wellington is not ALL of New Zealand I can take you locations awesome 2d coverage and poor SparkNZ and VodafoneNZ coverage

If 2d coverage does not work for you then do not use them!

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#2679547 23-Mar-2021 23:41

Linux:

@CNZ Wellington is not ALL of New Zealand I can take you locations awesome 2d coverage and poor SparkNZ and VodafoneNZ coverage

If 2d coverage does not work for you then do not use them!

Is the VF roaming still enabled? because i was in Te Puru and was sitting on GPRS and it wouldn't let me join VF manually.

Just looked at their coverage map for the area there should have been coverage but is that showing VF coverage or just 2d towers?

[URL=https://www.speedtest.net/my-result/3558175835][IMG]https://www.speedtest.net/result/3558175835.png[/IMG][/URL]

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#2679549 23-Mar-2021 23:44

CNZ:

Linux:

@CNZ Wellington is not ALL of New Zealand I can take you locations awesome 2d coverage and poor SparkNZ and VodafoneNZ coverage

If 2d coverage does not work for you then do not use them!

Is the VF roaming still enabled? because i was in Te Puru and was sitting on GPRS and it wouldn't let me join VF manually.

Just looked at their coverage map for the area there should have been coverage but is that showing VF coverage or just 2d towers?

@CNZ That is odd 2degrees turned off 2G / GPRS quite a while ago!

Edit: March 2018

How long ago are you speaking of?

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#2679550 23-Mar-2021 23:50

@CNZ That is odd 2degrees turned off 2G / GPRS quite a while ago!

Edit: March 2018

How long ago are you speaking of?

Might have been limited service but not 2g i forgot it was about a month ago might have been the phone too might want to get back on topic though.

[URL=https://www.speedtest.net/my-result/3558175835][IMG]https://www.speedtest.net/result/3558175835.png[/IMG][/URL]

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#2679553 23-Mar-2021 23:51

@CNZ to answer the other question yes VodafoneNZ national roaming is still enabled in some locations but this is shrinking all the time

https://www.2degrees.nz/media-releases/moran-release/

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#2679575 24-Mar-2021 07:07

cokemaster:

Thanks for this - will look to finding time today to follow up again with Spark trying your suggestions.

I had originally thought I'd been transferred through to a supervisor to handle the problem - after nearly an hour speaking and waiting on the weekend we had got to a point where the "supervisor" agreed to have my cell phone calls diverted to my landline while they fixed the error. Then I had to leave for a meeting so my wife took over waiting on the phone - supervisor came back to her eventually saying that he discovered he couldn't do that - he gave my wife his email contact and that is my continued point of contact but as of this morning no progress or explanation beyond should be sorted by Tuesday. Now Wednesday morning .....

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#2679602 24-Mar-2021 08:29

The network is definitely capable of forwarding calls to landlines and this is reasonably easy to configure for postpaid customers. The only problem is that these forwarded calls would be counted against your allowance and/or excess per minute rates and they might not want to credit this.

However if this is stuck in provisioning land, there is a good chance that they might not be able to do this.

Traditionally if you had a landline fault, they’d forward calls to your mobile, free of charge whilst the fault is being investigated.

The key word is complaint. They should give you a complaint reference number. At this point, I’d be looking for at least the prorated rental during the downtime (personally would go for the full month just because of the amount of time and also the amount of time you’ve had to invest), the cost of the 2D sim and any additional costs that you’ve incurred having to make calls using 2D. An outage of this duration based on a provisioning issue is becoming increasingly unacceptable and you’ve been in regular contact with them too.

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#2679912 24-Mar-2021 18:17

Final update

This was eventually resolved tonight at 5.32pm.

I managed to the case further escalated after another email this morning. Was called from a landline "lead" person who was at the Base Hamilton. He had troubles and eventually called back saying it had been sorted but to call him back on the landline he was calling on if any further problems. There was when I went to call someone and the call went to Spark with the recorded message that I didn't have any money on the phone so went through the prompts to buy the $19 pre paid value pack I wanted - but this wasn't an option so went online and again could not buy the $19 pack so called the "lead" back on the Hamilton landline number only to be greeted by the same recorded message about topping up my phone.

Then used a landline and called 123 and as it was a business phone got options to speak to somebody about a business connection - took that option as it was the only way I could see to speak to someone at Spark. A very helpful woman answered after a wait and she didn't blink at the fact it was nothing to do with a business connection and when ahead to try and help. She found she couldn't do it even after getting me to put my credit card details etc into the system. Then said it may still take a few more days and it might be wise to go back to using the 2 degrees SIM. However at 5.32 I got a Txt and then she called me to say all was fixed.

So without service from 11pm Friday to 5.32pm Wednesday but now all resolved! All after giving the required 30 days notice to change plans from On Account to Pre Paid.

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