My prepaid number has been assigned to someone else

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GrandMasterSaxay

33 posts

Geek

Topic # 107069 6-Aug-2012 14:51

Hi All

I have a Telecom XT prepaid sim which was connected to a unique number. I possess this since late 2010, however I never used it in day today life. As the number is unique I wanted to keep it for future as a business number.

I topped it up in October 2010 and then directly in May 2012. I visited Telecom store in June end and confirmed it with the staff, poped in my sim and it was working fine. However, when I went to the same Telecom store last week (4th Aug) to get a new micro sim for the same number, I was been told that the number is assigned to someone else.

As per the Telecom staff the number was deactivated in Jan 2012, as I did not top it up since Oct 2010. But I topped it up in May 2012 and it was active again and ready to use. To my surprise, the number was assigned to someone in June 2012, same week I visited Telecom.

I have already logged a case with tdr.org. Any information/help on this would be of great help. I do not want to lose this number.

Thanks in advance.

Cheers

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493 posts

Ultimate Geek
+1 received by user: 21

Reply # 668356 6-Aug-2012 15:09

Iam a little bit surprised that when you topped up after almost 18 months, your number was still active, coz my understanding was that you have 12 months to top up and keep your number active..

Wish you all the best in your fight to get your number back..

plambrechtsen

1948 posts

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Reply # 668359 6-Aug-2012 15:15

I assume you have spoken with the Mobile Helpdesk on 0800 800 163? I would hope some arrangement could be found to your issue but to me it sounds unusual that when you topped up in May/June that the number would have still worked since you were told it was disconnected back in Jan 2012. I assume you tried to make & receive a call at that time when you topped up?

I'm pretty sure it's in the T&C's.

Assuming you signed up to prepaid before Feb 2011:

http://www.telecom.co.nz/helpandsupport/helpandsupport/other/termsandconditions/xtmobilenetwork/xtprepaidagreementbeforefeb2011/

8. Charges and your account - 9 You must add credit to your Telecom Prepaid Account at least once every 12 months, otherwise your Telecom Prepaid Account will be deactivated. If this happens, clause 10.2 will apply.

From my understanding (and I could be wrong here) you only get disconnected after the last topup was 12 months ago, then there is a 6 months stand-down on the number just in case.

Have you tried contacting the person who now has the number and seeing if you can make some arrangement with them about the number?

I highly recommend to most people if they have a Telecom Account and they want to "keep" a number for future use to get a "Smart OneBill" or similar "on the bill" account, so you only get charged for usage and no monthly rental so effectively have the number for free since you're not going to use the number.

If you don't have any joy with the Mobile Helpdesk please DM me with further details about this and I will see what can be done but it doesn't look good since the new person who now has this number also has rights that must be respected.

mattwnz

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Reply # 668360 6-Aug-2012 15:16

ibuksh: Iam a little bit surprised that when you topped up after almost 18 months, your number was still active, coz my understanding was that you have 12 months to top up and keep your number active..

Wish you all the best in your fight to get your number back..

If you topped it up, where did that money go? At the least I think you should get a refund of the top up. Whetehr you should keep the number, probably not as I think the prepay contract does say it must be topped up every 12 months or you will lose the existing credit and number.

GrandMasterSaxay

33 posts

Geek

Reply # 668361 6-Aug-2012 15:17

The number was deactivated in Jan 2012, but I toped up in May to keep it alive and active, I confirmed with the Telecom Store consultant, the sim was active and ready to use.

ibuksh

493 posts

Ultimate Geek
+1 received by user: 21

Reply # 668362 6-Aug-2012 15:18

mattwnz:
ibuksh: Iam a little bit surprised that when you topped up after almost 18 months, your number was still active, coz my understanding was that you have 12 months to top up and keep your number active..

Wish you all the best in your fight to get your number back..

If you topped it up, where did that money go? At the least I think you should get a refund of the top up. Whetehr you should keep the number, probably not as I think the prepay contract does say it must be topped up every 12 months or you will lose the existing credit and number.

Yup thats one more thing to think about.. How much did you top up anyway..

GrandMasterSaxay

33 posts

Geek

Reply # 668363 6-Aug-2012 15:20

I topped up $10 only, my whole intention was to keep the number active and not use it.

ibuksh

493 posts

Ultimate Geek
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Reply # 668364 6-Aug-2012 15:21

GrandMasterSaxay: The number was deactivated in Jan 2012, but I toped up in May to keep it alive and active, I confirmed with the Telecom Store consultant, the sim was active and ready to use.

Do you remember who you talked to that confirmed that your number is still active and ready to use..? He / She owes you an apology for a start for giving you the wrong information..

billgates

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Reply # 668369 6-Aug-2012 15:24

Or maybe the number was already with another user after your SIM expired in Jan 2012 and the may 2012 toup was actually done on theri connection. Did you ever connect the SIM after may 2012 toup to see if it connects with the network and makes a call?

Do whatever you want to do man.

plambrechtsen

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Reply # 668371 6-Aug-2012 15:25

GrandMasterSaxay: The number was deactivated in Jan 2012, but I toped up in May to keep it alive and active, I confirmed with the Telecom Store consultant, the sim was active and ready to use.

Have you contacted the 0800 800 163 Mobile Helpdesk? They should be able to provide you with a detailed breakdown of what happened.

Have you tried to contact the new owner of the number and see if there is an arrangement you can come to?

The offer still stands if you DM me or e-mail me pl at telecom dot co dot nz and I can pass it onto the mobile team to investigate it further.

sbiddle

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Reply # 668373 6-Aug-2012 15:28

GrandMasterSaxay: The number was deactivated in Jan 2012, but I toped up in May to keep it alive and active, I confirmed with the Telecom Store consultant, the sim was active and ready to use.

I guess the big question is whether you checked it was attached to your SIM or whether you simply ended topped up the account of somebody else?

GrandMasterSaxay

33 posts

Geek

Reply # 668374 6-Aug-2012 15:28

I confirmed with the Telecom store lady, it was active and ready to use. Even now when I insert my telecom sim the iphone keeps searching for the network, after few seconds it shows voicemails, though I never tried to access it.

I never tried to receive/make call using Telecom sim as I did not have a 3g phone until last week.

GrandMasterSaxay

33 posts

Geek

Reply # 668378 6-Aug-2012 15:30

When i topped $10 in May the account was not active, but I guess when I topped up $10 it should automatically active the account, thats the reason Telecom Store consultant confirmed (June end) that the sim is working and can be used in 3g phone.

GrandMasterSaxay

33 posts

Geek

Reply # 668383 6-Aug-2012 15:33

@ plambrechtsen - I spent whole saturday afternoon talking to Prepaid and Postpaid CSRs, initially they were bit loud and agressive, they put me on hold for 30-35 mins (twice), at the end of the call they accepted the folly (from prepaid team) and were offering me a similar number, to which i declined.

Psilan

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Reply # 668386 6-Aug-2012 15:35

Your number expired as you didn't top up in time. You topped up the new owner.

ibuksh

493 posts

Ultimate Geek
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Reply # 668391 6-Aug-2012 15:41

Psilan: Your number expired as you didn't top up in time. You topped up the new owner.

Thats something I dont get.. How could you top up the new owner with an expired sim card..

There cannot be the same number on 2 sim cards at one time on a network..

How could telecom have made such a simple mistake.. I believe the top up never went through..

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