XT: Bad launch/registration management.

Forums › Spark New Zealand › XT: Bad launch/registration management.

zonky

62 posts

Master Geek

Topic # 34801 29-May-2009 14:18

Sent someone along at store open to pick up two USB datacards.

They are told 'should be working by the time you're back to the office'.

5 hours later, they're still not working- apparently not registered.

However several elements of the packaging are wonderfully clueless.

No contact number that will work on a vodafone mobile, other than the +64 3 number listed for 'Urgent roaming problems while abroad'. That took quite a bit of explaining to the phillipine? agent who answered.

Telecom, you need to learn that there are many people who can't dial 123/126, because they have no telecom phones.....

Not well thought out at all.

45 minutes of holding, and call shuffling later, told that oh... it might take 24 hours for a data card to be registered. Oh. Right.

Why? Why is the P.O.S computer in a telecom shop not all that is needed for a SIM to go active?

Stupid, stupid, stupid.

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913 posts

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Reply # 219334 29-May-2009 15:08

I'm still waiting for a XT pre pay sim to become active. Been about 4 or so hours now. Moved an existing telecom CDMA number. Was keen to have a play... oh well

bender

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Reply # 219336 29-May-2009 15:09

You can dial 123/126 on non-Telecom phones... you can even dial it internationally too...

zonky

62 posts

Master Geek

Reply # 219344 29-May-2009 15:23

123/126 is not dialling as a external number on our VOIP system. But you're right- It does work on a Vodafone mobile, which somewhat surprises me.

Still waiting for activation, mind you.

camo786

146 posts

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Reply # 219346 29-May-2009 15:25

I have waited 5 hours too, and mind still shows no service - the person who did the connection, was their first one, so I hope all is done correctly...

bender

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Reply # 219350 29-May-2009 15:26

Whoever maintains your phone system needs to correct their dial plan then

Also, you can call 123 via 0800 800 123 I think

andrewcnz

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Reply # 219354 29-May-2009 15:41

camo786: I have waited 5 hours too, and mind still shows no service - the person who did the connection, was their first one, so I hope all is done correctly...

Try turning the phone off then on again so it trys to register with the network again.

freitasm

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Reply # 219356 29-May-2009 15:44

zonky: Telecom, you need to learn that there are many people who can't dial 123/126, because they have no telecom phones.....

I know this comment won't fix the problem, but... I read in the forums a few posts from people complaining about a provider for not giving the service they expect, only to find out later the provider actualy does give the service, and it was something completely unrelated.

So it's just a heads up. It happens a lot. I'd like to see people coming here a little more "cool" - perhaps save the stronger words for the third reply?

But, yes, waiting for the connection to be activated is a pain...

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johnr

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Reply # 219360 29-May-2009 15:49

Don't leave the handsets on while SIM is getting activated on the network.

Power off the handsets and try turning them on every so often

John

johnr

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Reply # 219367 29-May-2009 15:57

The reason for the above is the KI string is checked at power up and also the triplets are sent and if the handset is powered up this will not happen so SIM registration failed will always show.

John

karenmonksnz

24 posts

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Reply # 219376 29-May-2009 16:13

Just a quick note to say we have already Private Messaged the people having problems with this on here to work on it.

NickiB

147 posts

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Reply # 219379 29-May-2009 16:17

It is only Day 1, as with anything, there's usually issues for some when it's something new, especially when they will be super busy with a ton of requests.

nOOb alert

zonky

62 posts

Master Geek

Reply # 219381 29-May-2009 16:21

NickiB: It is only Day 1, as with anything, there's usually issues for some when it's something new, especially when they will be super busy with a ton of requests.

This may or may not be the case. I do wonder though, i'm talking about 2 items that were purchased within the first ~90mins of store open today, still not being active now?

Is this really the expected wait?

I agree with the premise that many businesses think it is acceptable to treat launch customers poorly, especially when large corporate vendors are doing the selling.

That is certainly not the way i like to do things.

Mainly, i'm a bit miffed around expectation management. Customers should never have been told it would be live within a couple of minutes.....

ZALMAN

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Reply # 219385 29-May-2009 16:27

karenmonksnz: Just a quick note to say we have already Private Messaged the people having problems with this on here to work on it.

I can confirm this thanks

But as for launch day 29th looks like I might not see it untill the 30th dissapointing
considering I was one of the first into the invercargill shop this morning

fashske

38 posts

Geek

Reply # 219398 29-May-2009 16:42

heh, well i gotta say im glad i got a phone with Wifi.. Because in the mean time i can set up all the online services (like ebuddy) on wifi before my data starts working :D

Kyanar

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Reply # 219459 29-May-2009 19:19

Well, add me to the list of people having issues. But I must also add, that I initally called *123 (or from a non-Telecom phone, 0800 800 163) and they said to talk to the dealer (they can only handle personal accounts, business accounts can only be handled by a 9-5 M-F department) and after speaking to the dealer I got a call back from the fellow who initially tried to activate my new SIM saying he's still working on it and has in fact been doing so for the past three hours! So I can understand there are issues with the number of orders going through (I overheard the number EIGHT THOUSAND at 1PM!) and can appreciate they are absolutely doing their best to sort it out.

I finally have fibre! Had to leave the country to get it though.

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