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.




15326 posts

Uber Geek


# 145312 14-May-2014 17:40
Send private message

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

Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
1026 posts

Uber Geek

Trusted

  # 1044995 14-May-2014 17:52
One person supports this post
Send private message

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?



15326 posts

Uber Geek


  # 1045003 14-May-2014 17:58
Send private message

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.

 
 
 
 


28585 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  # 1045015 14-May-2014 18:16
Send private message

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.



19282 posts

Uber Geek
Inactive user


  # 1045020 14-May-2014 18:27
Send private message

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



15326 posts

Uber Geek


  # 1045025 14-May-2014 18:33
Send private message

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.

19282 posts

Uber Geek
Inactive user


  # 1045027 14-May-2014 18:35
Send private message

That someone is incorrect



15326 posts

Uber Geek


  # 1045066 14-May-2014 19:16
Send private message

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.

 
 
 
 


432 posts

Ultimate Geek


  # 1045124 14-May-2014 20:55
Send private message

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.

1026 posts

Uber Geek

Trusted

  # 1045136 14-May-2014 21:30
2 people support this post
Send private message

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.

19282 posts

Uber Geek
Inactive user


# 1045141 14-May-2014 21:38
Send private message

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?



15326 posts

Uber Geek


  # 1045142 14-May-2014 21:39
One person supports this post
Send private message

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.

709 posts

Ultimate Geek

Trusted
Vodafone NZ

  # 1045293 15-May-2014 08:26
One person supports this post
Send private message

johnr: Part timer are we?


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




383 posts

Ultimate Geek


  # 1045307 15-May-2014 08:41
Send private message

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.

1026 posts

Uber Geek

Trusted

  # 1045734 15-May-2014 19:09
Send private message


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



15326 posts

Uber Geek


  # 1046170 16-May-2014 11:35
Send private message

Is there any update on this? Pmed additional details last night.

 1 | 2
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Switch your broadband provider now - compare prices


Twitter and LinkedIn »



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 »

Netflix releases 21 Studio Ghibli works
Posted 22-Jan-2020 11:42


Vodafone integrates eSIM into device and wearable roadmap
Posted 17-Jan-2020 09:45


Do you need this camera app? Group investigates privacy implications
Posted 16-Jan-2020 03:30


JBL launches headphones range designed for gaming
Posted 13-Jan-2020 09:59


Withings introduces ScanWatch wearable combining ECG and sleep apnea detection
Posted 9-Jan-2020 18:34


NZ Police releases public app
Posted 8-Jan-2020 11:43


Suunto 7 combine sports and smart features on new smartwatch generation
Posted 7-Jan-2020 16:06


Intel brings innovation with technology spanning the cloud, network, edge and PC
Posted 7-Jan-2020 15:54


AMD announces high performance desktop and ultrathin laptop processors
Posted 7-Jan-2020 15:42


AMD unveils four new desktop and mobile GPUs including AMD Radeon RX 5600
Posted 7-Jan-2020 15:32


Consolidation in video streaming market with Spark selling Lightbox to Sky
Posted 19-Dec-2019 09:09


Intel introduces cryogenic control chip to enable quantum computers
Posted 10-Dec-2019 21:32


Vodafone 5G service live in four cities
Posted 10-Dec-2019 08:30


Samsung Galaxy Fold now available in New Zealand
Posted 6-Dec-2019 00:01


NZ company oDocs awarded US$ 100,000 Dubai World Expo grant
Posted 5-Dec-2019 16:00



Geekzone Live »

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


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



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.