Need some help please to activate a replacement SIM card whilst overseas

Forums › Spark New Zealand (including Skinny and BigPipe) › Need some help please to activate a replacement SIM card whilst overseas

Brunzy

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#240321 2-Sep-2018 00:22

As above I am overseas and was using a local Sim card. Went away for the weekend a few weeks back and our sons cleaners came in and somehow cleaned up the SIM card and lost it.
I asked my daughter to go into a Spark store and get me a replacement but no go there, I had to be there in person.
I ordered one online and it sent to my daughter who then forwarded it to me here.Had an online chat with a Spark rep yesterday who was much more helpful than the guy in the shop, and authorised my daughter on my account.
I texted her all the relevant details and she went back into the shop but still no go ,they refuse to activate it( I have to be there in person, which is rather difficult)
I am self-employed and normally put my Sim card in every other day to check and reply to texts to clients, but have been unable to do this for nearly 3 weeks .
I understand there are rules but surely there must be some provision for this when someone is overseas, so is there any Spark chappies on here who may be able to assist?
If so please PM me, thanks

Linux

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#2082644 2-Sep-2018 08:36

If your daughter is authorised on the account then Spark should be doing the SIM swap

Can't you SIM swap in the Spark App?

John

Brunzy

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#2082650 2-Sep-2018 09:04

Apparently not, three different people said someone has to go into the store, which she has done on 3 occasions

Linux

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#2082656 2-Sep-2018 09:25

Brunzy: Apparently not, three different people said someone has to go into the store, which she has done on 3 occasions

That is nuts and you should be raising this further with Spark

what about SIM swapping online like 2Degrees and VodafoneNZ provide?

John

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#2082658 2-Sep-2018 09:27

@Brunzy Quick Google search and this can be done online quicker than starting a thread on Geekzone

https://www.spark.co.nz/help/mobile/set-up/swap-my-sim/

Option 3

John

Dairyxox

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#2082659 2-Sep-2018 09:28

I think can do this online in the 'my spark digital' portal.

kiwiharry

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#2082660 2-Sep-2018 09:29

Linux:
Brunzy: Apparently not, three different people said someone has to go into the store, which she has done on 3 occasions

That is nuts and you should be raising this further with Spark

what about SIM swapping online like 2Degrees and VodafoneNZ provide?

John

What is the point of ordering online but still requiring to go in-store to activate? No logic in that.

If you can't laugh at yourself then you probably shouldn't laugh at others.

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Linux

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#2082663 2-Sep-2018 09:31

kiwiharry:
Linux:

Brunzy: Apparently not, three different people said someone has to go into the store, which she has done on 3 occasions

That is nuts and you should be raising this further with Spark

what about SIM swapping online like 2Degrees and VodafoneNZ provide?

John

What is the point of ordering online but still requiring to go in-store to activate? No logic in that.

It can be done online all you need is the blank SIM card in front of you, It amazes me how many people don't do a Google search

John

Brunzy

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#2082684 2-Sep-2018 10:22

Thanks John, I didn’t look that up as both the shop & online guys said it couldn’t be done, see below from yesterday

00:14:57 Spark Customer : Yes please, I was using a local Sim card here and my sons cleaner lost the Sim card so I guess I need to put my number into the new one thanks
00:18:11 Csr :Thanks. I'm sorry to say this but we are currently unable to do a sim swap or sim change over in chat or via call centre. As part of our new business procedure effective June 2018, all requests must be done by the customer by going personally to a Spark store or business hub. This is because of multiple fraud activities regarding this request. I hope you understand why we're doing this. Thank you

Linux

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#2082691 2-Sep-2018 10:31

That is bad staff did not mention it can be done online in the matter of a few minutes

I take it you have completed the SIM swap now?

John

Brunzy

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#2082702 2-Sep-2018 10:57

Yes, waiting on notification.
Thanks

andrewNZ

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#2082705 2-Sep-2018 11:01

It was stated here somewhere recently that Spark have locked down sim swapping.

I think it was due to a bank account being compromised after a fraudulent sim swap to get the 2 factor sms code. Or something like that.

Edity: Link to thread
I skimmed it again and may be jumping to conclusions about the attack actually happening.

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Brunzy

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#2083038 3-Sep-2018 09:51

Ok, after another ‘chat’ where I was told you can’t do a Sim Swap online , and a call to Spark, it’s been activated but I’ve had no texts since the old Sim was in which was 4 weeks ago, and I would normally get 1 text a day on average
Can anyone confirm the texts are associated with the Sim as opposed to the Phone No?
And if so , is there any way to retrieve them?

copy of chat

Me:
I did receive a text saying welcome to Spark with my number on it but have had no email yet, So can you tell If it is activated,I’m assuming it is. I have not had an NZSim in for four weeks so I would expect quite a lot of texts
00:06:04 W: thanks. Can I have the mobile number as well?
00:06:23
00:07:14 : Upon checking you were advised by the last rep to authorize your daughter to come to spark store and do the sim swap for you... was it done?
00:07:47 Me: No , they wouldn’t do it, I did it online
00:08:25 W: Sim swap cant be done online... How did you do it?
00:08:54 Me: My Spark / Sim swap
00:10:01 W : Let me clarify about sim swap, did you lost your sim and you need a blank sim to put on your old number?
00:10:21 Me: Correct
00:10:52 W : Do you have the sim number of the blank sim that you got?
00
00:12:42 W : How would you get the physical sim?
00:13:11 Me: Ordered online
00:13:52 W : That is your old sim.....

Let’s finish it there ;-)