Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




1 post

Wannabe Geek


Topic # 48666 16-Nov-2009 20:18
Send private message

I have just had the week from hell trying to become a Telecom XT customer on their Pre-Pay service. My wife purchased a phone on line through Telecom last week and requested a number port from Voda to Telecom. Seemed pretty simple. The money came of the credit card and we were adviced when the phone would arrive and the number would be ported over!

Unfortunately the phone took over a week to arrive (missing the initial number porting deadline). The number porting was delayed by us twice (lots of fun with their call centre) and then finally kind of happened 3 days after we actually received the phone! Great we thought slightly bumpy but job done! Not so fast...

When we tried to make a call we found we had no credit. It seems when you port a voda number to Telecom they wipe your existing telecom number balance and you lose your $$. So we called their pre-paid help line number. The nice lady in Manila then told us the voda number didnt exist (despite the fact I was calling her on it) and referred me back to *123 in NZ, who also told me the number didnt exist before transfering me back to manila (who once again told me the number didnt exist) before transfering the balance from the old 027 number to the newly ported vodafone number (which still does not exist according to the Telecom website). In addition they were not able to process a credit for the money we lost when we set a my favourites and txt 150 package up on the phone.

I must confess being new to Telecom I am somewhat staggered by how bad they are with their customer service. Is this really good enough in todays competative market? Why are they working so hard to prevent customers spending their money with them? If it wasnt for the on net pricing plans like my favourites that made us go to XT pre-paid would they have any new customers?

Create new topic
939 posts

Ultimate Geek
+1 received by user: 16

Trusted

  Reply # 273708 17-Nov-2009 06:04
Send private message

While I'm not going to comment on what has happened, I will suggest that in future you deal with Telecom stores, they're a much better experience.




munchkin | Troll | Author | Artist | Citizen | Friend | Misanthrope

Join us in the Geekzone IRC channel!

 


All information contained in posts made by me shall be treated as PotatoZoo's own personal opinion unless otherwise specified.

 


2363 posts

Uber Geek
+1 received by user: 12

Trusted
Spark

  Reply # 273991 17-Nov-2009 19:00
Send private message

Only prepaid SIM packs come preloaded with credit, and as you have mention you would have received a new 027 number, To arrange a port, what effectively has to happen is a disconnection of the original 027 number (and as such the prepaid credit has gone) and then the in-port of the number from the LSP. It's effectively a change of number request. The Prepaid balance can be transferred from the 027 number to the number you ported in, however this can only be done once the number is connected on the network.

It may take some time for newly connected numbers to appear in all Telecom systems, even through you may have voice, txt and data services.

Your TXT plan could have been added at the same time as requesting the port, however My Favourites is a totally self service product, and as above, your original number was disconnected and as such this service no longer exits and needs to be re-provisioned on your new number. Front line or store reps cannot provision this for you outside of self service means such as *333 and in the case of My Favourites texting the word 'add' and the number to the short code FAVE.

While none of this will change anything, it may help towards your understanding of why such things occur.

nzbnw







Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

How Oppo shakes New Zealand’s phone market
Posted 22-Aug-2017 18:32


Recognition for top small business advisors
Posted 22-Aug-2017 17:23


OPPO R11 dual 20MP camera phone debuts in New Zealand
Posted 22-Aug-2017 15:45


Intel introduces new 8th Generation processors
Posted 21-Aug-2017 19:02


Trend Micro launches Home Network Security
Posted 21-Aug-2017 18:38


Avondale College students at top of Microsoft Office Specialist World Championship
Posted 21-Aug-2017 14:11


Garmin introduces inReach SE+ and inReach Explorer+
Posted 21-Aug-2017 14:05


Public Wi-Fi plus cloud file sharing
Posted 18-Aug-2017 11:20


D-Link NZ launches professional Wireless AC Wave 2 Access Point for businesses
Posted 17-Aug-2017 19:25


Garmin introduces the Rino 700 five-watt two-way handheld radio
Posted 17-Aug-2017 19:04


Garmin announces the Foretrex 601 and Foretrex 701 Ballistic Edition for outdoor and tactical use
Posted 17-Aug-2017 19:02


Brightstar announces new distribution partnership with Samsung Knox platform in Australia
Posted 17-Aug-2017 17:07


Free gig-enabled WiFi network extends across Dunedin
Posted 17-Aug-2017 17:04


Samsung expands with connect Gear S3 Frontier
Posted 17-Aug-2017 15:55


Fact-checking Southern Cross Next cable is fastest to USA
Posted 17-Aug-2017 13:57



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.