Phone number locked - no proof offered for reason

Forums › One NZ (including Farmside) › Phone number locked - no proof offered for reason

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#3393248 11-Jul-2025 12:21

Just copy your photo data across, then factory reset and be done with it.

person already brought a new phone…. Move on with life.

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#3393250 11-Jul-2025 12:22

Goosey:

Just copy your photo data across, then factory reset and be done with it.

person already brought a new phone…. Move on with life.

The account is locked. The OP says the SIM is already on a new phone, but still not working.

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#3393251 11-Jul-2025 12:26

Call again. Ask to escalate. Lodge a formal complain, follow the proccess https://www.tdr.org.nz/make-complaint

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#3393260 11-Jul-2025 12:34

https://www.geekzone.co.nz/forums.asp?forumid=40&topicid=320138&page_no=1#3393203

I try to keep this list up-to-date but sometimes it misses. So here it goes. Folks, could you please look at the link above?

@sansom
@BigDave
@olof
@SimonVF
@Demeter
@wigster
@MichaelC
@silo
@JasonParis
@ChrisVodafoneNZ
@shaunm
@HamishOneNZ
@AhmedVF
@Elit
@NickR1
@cwizzo
@rushtoe
@Kneary
@Greepzone
@JackNOneNZ
@AdamGZ

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#3393264 11-Jul-2025 12:49

@jasonparis like what is going on here? Are staff drinking on the job or something 🤔

RunningMan

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#3393266 11-Jul-2025 13:14

Goosey:

person already brought a new phone…. Move on with life.

They can't. One have locked them out.

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#3393267 11-Jul-2025 13:23

@Goosey the phone account is barred / services blocked and they refuse to remove the bar off the connection what really shocks me here is staff could easily see the IMEI has changed

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#3393270 11-Jul-2025 13:27

I'm confused, and kinda agree with Goosey - if there is now a new phone, what's the harm in factory resetting the old phone - after all, this seems to be what One wants to happen?

(Disregarding the rest of Idiocracy of course).

NickR1

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#3393272 11-Jul-2025 13:37

Hello,

Apologies for all the trouble.

I'm happy to assist but please keep in mind that my mobile knowledge is minimal. That said I think I have an idea of what has happened.

Please DM me the information.

Nick

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#3393274 11-Jul-2025 13:40

Ge0rge:

I'm confused, and kinda agree with Goosey - if there is now a new phone, what's the harm in factory resetting the old phone - after all, this seems to be what One wants to happen?

(Disregarding the rest of Idiocracy of course).

There is no harm. It's not the problem anymore. The account is locked, not the phone.

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#3393276 11-Jul-2025 13:51

@NickR1 You don't need much mobile knowledge to understand the customer is getting screwed over by OneNZ!

Thanks for getting onto this anyway and I have also emailed Jason Paris with a link to this

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#3393277 11-Jul-2025 13:57

One New Zealand execs.

If you are reading this, please know that this does not have to be hard.

I loved Year of the Customer, showing Heart, Grit and Freedom to celebrate the customer and work with them to drive resolutions and unlocking the magic of technology to create a more awesome Aotearoa.
It is not hard to tell the customer why their service has been barred. Is it overdue? Was their handset actually at fault? Was their number reported for malicious things?
All of these can be explained in writing and we can empower the customer to avoid the situation again. That's exactly what I would be doing.

I was extremely proud to represent this company and I was proud to go Above and Beyond for not just our customers but for our staff.

Without our customers, we are nothing.

I'm still helping your customers even though I don't wear the hat anymore. I'm still proud of that work.

But OP's mate needs some serious help to understand why and a path to resolution. I was able to provide that for years and go above and beyond for every customer I interacted with. Gavin's mate would be no different.

For Gavin:
It is likely there is/was malware hidden on the device and it was sending out messages it should not have. Yes a factory reset would be required but we should be OK with a new phone as well. Retail and 777,888 can't see unless it attempts to make a call then they can see if the IMEI has updated in the block tool. Service Assurance can tell from other tools direct from the network as the SIM is inserted and it connects. Don't click on random links, remove yourself from any RCS group chats and/or report them.

Kind regards,

Maxine

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

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#3393279 11-Jul-2025 14:05

@MaxineN I was 17+ years. 2000 to 2017 and reading threads like this make my blood boil

I was very proud working for VodafoneNZ

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#3393355 11-Jul-2025 19:30

More quality help from the overseas call centre 🙄 seriously, is the damage to reputation like this worth saving a few bucks on good customer service?

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#3393578 12-Jul-2025 21:40

xpd:

Friend has come round this morning almost in tears over the way shes being spoken to by the CSR (seems to get the same once each time she calls or else gets transferred to them) who refuses to assist any further.

She is allowing herself to be bullied. As others have suggested port away and call it a day.

xpd:

Failing that, she'll let me know and I'll be dropping Jason a message. Pretty sure hes got better things to do than deal with stubborn CSR's but as said before, friend is almost in tears over all this, AND spent money on a new phone.

Most likely the CEO will side with their CSR or whatever their official corporate angle is. The key to understanding this is T1 CSR's of large companies deal with policies and scripts which are imposed on them from higher up.

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