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BigRNZ

8 posts

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#237942 26-Jun-2018 07:07
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Hoping some one may be able to help.

My wife is wanting to move to Skinny after general frustration with being able to contact Spark for support.

So far so good, except that when she uses the form to try to move her number from Spark to Skinny. She has tried the form a number of times and it keeps getting rejected. She has contacted both Spark and Skinny and both say that it is rejecting because of an error but they can’t tell her what the error is.

This should be an easy process so I’m not sure why this has not worked. I’m also unsure why Skinny have not been able to tell my wife what the error is. Both suppliers seem to be reluctant to talk to each other to resolve the issue.

Any ideas what to do next?

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nickb800
2476 posts

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  #2043880 26-Jun-2018 07:12
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I think they ask you to enter the SIM serial number (which is the PUK number?) to verify that you own the number/possess the SIM. I recall having trouble with this, took a few goes of getting the right SIM number entered, perhaps the Spark SIM had an extra zero or something? Didn't help that with micro SIMs everything is so small now. The error message wasn't helpful to me.


BigRNZ

8 posts

Wannabe Geek


  #2043887 26-Jun-2018 08:11
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Thanks for your response, she’s tried this a number of times and we’ve sent screen shots of the details to Spark and Skinny but still no joy.

I think the biggest challenge is getting someone to speak to at a good time for her.

 
 
 
 


Linux
6927 posts

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  #2043916 26-Jun-2018 09:19
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The only company you need to be dealing with is the GSP (gaining service provider) the LSP (losing service provider) can deal direct with the GSP

 

John


BigRNZ

8 posts

Wannabe Geek


  #2043978 26-Jun-2018 10:33
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“Unfortunately because the account is under Spark we are unable to contact them to find out what is the issue with your Keep my number request”

Silly thing is my wife has reconfirmed the details with Spark a number of times and they keep telling her she is submitting the correct information. So you can see the loop she is going in:

- submit request with Spark verified information
- request rejected
- contact skinny for information as to why, advised to contact spark
- contact spark who verify the information being submitted and repeat the process

This process has been repeated a number of times with no success and yet Skinny won’t even think about facilitating a conference call between Spark and my wife to try and help here.

It’s a little crazy as my wife wants to leave Spark due to poor customer service, but yet she finds herself in a loop between Spark and Skinny both providing poor customer service.

I’m ready to tell her to move to Vodafone!

skinnysupport
1 post

Wannabe Geek

Skinny

#2045908 29-Jun-2018 09:57
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Hi There! 

 

Sorry to hear you have had a bit of a run around trying to bring your number over! 

 

If you wouldn't mind, can you please send us a PM with your contact information and we will give you a call to try get this sorted ASAP! 

 

Please just write "ATT Ashleigh" in the email header. 

 

Have a great day, look forward to hearing from you :) 


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