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Topic # 145312 14-May-2014 17:40
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I am aware of an elderly couple in their 80's who have moved property due to health and downsizing. The husband has had a number of strokes recently, so they do need the phone as their lifeline. They do have a nurse who calls in daily. They don't use a mobile...many people in their 80's don't. They wanted to keep their existing provider and phone number with VF, and were told that it could be around 5-10 days before it would be switched to their new house. I believe this time has been exceeded, as it appears to be more like 15 days.

They are moving between towns, but it is the same area code and within the same calling zone. I believe they were told the delay was due to it being in the a different calling area, but I have checked and it is int eh same calling area (at least it is on th white pages calling boundary map). They have been without a line since the 30th april. They aren't able to ring VF to find out what is happening as they don't have a phone, and they don't have family to help. They are without internet too, and sky, which I believe is part of the bundle, but that obviously isn't a priority as much as a phone line. They were told they should have contacted vodafone 2 weeks prior to the move, but obviously they had more important things on their mind , and that is not something people would know anyway until they move. 

So I am trying to find out how this can be escalated so it can be actioned immediately. They are in a vulnerable situation, and I think they should have been given priority due to the health circumstances, but they probably aren't the sort of people to complain. So I was wondering if any VF staff would be able to get this looked into as to what the current status is, or to get it pushed through. I can PM the details

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  Reply # 1044995 14-May-2014 17:52
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Hey Matt, This definitely doesn't sound good are you able to Pm their details so I can get somebody from our Fixed Line team to look into this?

Out of interest did they make the health circumstances known when ordering the switch?



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  Reply # 1045003 14-May-2014 17:58
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Andib: Hey Matt, This definitely doesn't sound good are you able to Pm their details so I can get somebody from our Fixed Line team to look into this?

Out of interest did they make the health circumstances known when ordering the switch?


Thanks, I will PM their details. I don't know what details they gave but people tend to be quite private about health issues. I myself am only aware of the problem, after being told of the problem by my parents who know them, and have been trying to phone them to find out how they are.

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  Reply # 1045015 14-May-2014 18:16
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The fact they're in the same area code and calling zone doesn't mean they can keep their number. Assuming they are moving across exchange boundaries the simple reality is you can't keep a number because phone numbers can't be moved between NEAXs.

You will be allocated a new number and will be able to keep the old number as a Customerlink which will be forwarded to their new number and charged at the normal Customerlink rates which is around $20 per month.

Of course none of this explains why VF haven't done it - but in some parts of the country there have been delays of up to 3 weeks for installs lately which is why you need to get service orders in early.



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  Reply # 1045020 14-May-2014 18:27
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Home phone wireless keep the same land line number

http://www.vodafone.co.nz/help/home-phone-wireless/

Get naked Broadband and $30 discount per month



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  Reply # 1045025 14-May-2014 18:33
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sbiddle: The fact they're in the same area code and calling zone doesn't mean they can keep their number. Assuming they are moving across exchange boundaries the simple reality is you can't keep a number because phone numbers can't be moved between NEAXs.

You will be allocated a new number and will be able to keep the old number as a Customerlink which will be forwarded to their new number and charged at the normal Customerlink rates which is around $20 per month.

Of course none of this explains why VF haven't done it - but in some parts of the country there have been delays of up to 3 weeks for installs lately which is why you need to get service orders in early.




Thanks. I am only acting on information I received third hand so not sure of specifics, as to exactly what they were told. However I believe someone who had recently moved, suggested to them, that they change providers at the same time as the move, and then they could apply to take their old number and set it up with the new provider. But they had bundled services so they preferred to stay with their existing provider.

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  Reply # 1045027 14-May-2014 18:35
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That someone is incorrect



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  Reply # 1045066 14-May-2014 19:16
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Just got a bit more information. The district nurse did contact Vodafone directly some time ago about their line still not being connected, so the health problems and urgency should be in the notes. I am just concerned that they have got no way to call emergency services if they need help. They are in a different town from me, and not sure if they know many people in the town they moved to.

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  Reply # 1045124 14-May-2014 20:55
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yes john, one can keep the number in the sip world, but to take the number out of the free calling area is frowned apon. Any good carrier would simply not allow it.

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  Reply # 1045136 14-May-2014 21:30
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I've passed this over to our Fixed Line team to follow up on, However I won't be in the office tomorrow so will not receive an update on this until Friday.

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Reply # 1045141 14-May-2014 21:38
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Andib: I've passed this over to our Fixed Line team to follow up on, However I won't be in the office tomorrow so will not receive an update on this until Friday.


Part timer are we?



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  Reply # 1045142 14-May-2014 21:39
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Andib: I've passed this over to our Fixed Line team to follow up on, However I won't be in the office tomorrow so will not receive an update on this until Friday.

 

Thanks for you help.

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  Reply # 1045293 15-May-2014 08:26
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johnr: Part timer are we?


Some of us have RDOs that don't fall on the weekend, Mr. Engineer. :P




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  Reply # 1045307 15-May-2014 08:41
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mattwnz: They were told they should have contacted vodafone 2 weeks prior to the move, but obviously they had more important things on their mind , and that is not something people would know anyway until they move.


While telling you provider in advance is obviously a good idea it does not always help. Unless a provider is asked to install a whole new line (which would in most cases involve wiring) then that provider needs to wait until the previous tenant disconnects their line before they can start connecting the new occupants line. Chorus does not allow an ISP to queue up an install to happen on the same day as the disconnect. This leads to the most common delay in a relocations for customers.

To give you an example, Lets say a VF customer tells VF on the 1st that they want their phone connected on the 10th because thats the day they move in. They have given VF and Chorus a reasonable amount of warning and on a line which is available and will barring some other sort of problem get that date. Now if the previous occupant has asked their provider to disconnect the phone on the 9th as that's the day they move out then VF cannot even submit the order until the 10th or 11th. It is only then does it go into the queue of available technicians in the area.

Your friends problem may well be different. There are a lot of other things that can go wrong from bad info to human or computer error but the above from my provisioning experience is the most common or at least the most complained about.




Please note: I have a professional bias towards Vodafone.

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  Reply # 1045734 15-May-2014 19:09
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Hey @mattwnz have just sent you a PM with a couple more questions.



johnr:
Andib: I've passed this over to our Fixed Line team to follow up on, However I won't be in the office tomorrow so will not receive an update on this until Friday.


Part timer are we?



 

Nah not part time but as you know we don't close!, so my working week is Friday - Tuesday


/wish customers were 9-5 Monday to Friday



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  Reply # 1046170 16-May-2014 11:35
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Is there any update on this? Pmed additional details last night.

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