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.


bun1

20 posts

Geek


#150539 26-Jul-2014 00:35
Send private message

My parents (in their 70's) have moved to a new address. I thought this is a good time to look at their telephone setup. They already subscribed to Sky so I decided to go with Vodafone so they can get the discount for mysky.

I contacted vodafone on Thursday 17 to arrange things. On Wednesday 23rd I contacted vodafone again to see where we were at as my parents moved into their new house on Tuesday 22. Brand new house so has not had a phone connection before but all the wiring had been done from the driveway to the house and just needed connecting. Was told it would be connected on Friday 25th. I asked if it could not be done earlier as my parents are elderly and need a phone. 

Chorus arrived on Thursday 24 and connected it all up. Gave me a test modem to plug in to check if the broadband was working. He just looked at the lights on it. He did what he had to do and I told him the phone just had an engaged signal when I picked it up. He said it would take about an hour to be activated. I am still waiting. I am now worried that my parents wont have a phone for the weekend. The vodafone broadband modem arrived today and works fine.

I called vodafone again last night to say it was not working. A fault was logged. I had heard nothing today and I rung them again. After being shunted round to about 3 different people I was getting so frustrated. Was told I would have to ring back later in the day and get a status update. I said you ring me I haven't got time to be spending another hour talking to you. Guess what - no call and still no phone working.

When I spoke to them on Wednesday I asked about the Sky install. They said that they couldn't put it through to sky until after the phone had been activated so it wouldn't go through to them until Monday 28th. So not only would my parents have no phone they would have no TV as well. I rung Sky and sky came and put the dish up the next day. so at least they have TV.

My question is this - Why are big phone companies so hard to deal with? People move house all the time. Why does it take more than a week to get a phone put on? Why can't one simple 5 minute phone call do the job? I must have wasted 2 hours this week trying to sort it out and it is still not sorted. Why can they not ring me back and update me instead of me holding on to a phone for an hour? Surely things shouldn't be this hard. We are in Lower Hutt. Not in some rural area where I can understand things would take a bit longer.

Frustrated.

Filter this topic showing only the reply marked as answer Create new topic
 
 
 

Affiliate link: Secure your WiFi connection with Norton VPN.
Hammerer
2209 posts

Uber Geek

Lifetime subscriber

  #1095956 26-Jul-2014 01:57
Send private message

You have high expectations that are probably unrealistic. Did your parents decide to move the week before they moved or was there a much longer lead time?

If it were so important you could have increased the likelihood of success by giving them a longer lead time to work with:

 


sbiddle
29226 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  #1095970 26-Jul-2014 09:05
Send private message

5 days in an unrealistic timeframe for any ISP to meet for a change of address or new connection. You're actually very lucky you got an install in the timeframe for you did.




 
 
 
 


freitasm
BDFL - Memuneh
68528 posts

Uber Geek

Administrator
Trusted
Geekzone
Lifetime subscriber

  #1096203 26-Jul-2014 15:56
Send private message

sbiddle: 5 days in an unrealistic timeframe for any ISP to meet for a change of address or new connection. You're actually very lucky you got an install in the timeframe for you did.


It sounds as though they have broadband working, so why wouldn't POTS be working? 






 

 

These links are referral codes

 

Geekzone broadband switch | Eletricity comparison and switch | Hatch investment (NZ$ 10 bonus if NZ$100 deposited within 30 days) | Sharesies | Mighty Ape | Backblaze | Amazon | My technology disclosure


antoniosk
2053 posts

Uber Geek

Trusted
Subscriber

  #1096207 26-Jul-2014 16:04
Send private message

freitasm:
sbiddle: 5 days in an unrealistic timeframe for any ISP to meet for a change of address or new connection. You're actually very lucky you got an install in the timeframe for you did.


It sounds as though they have broadband working, so why wouldn't POTS be working? 




classic pots (from the 70's) is a different piece of infrastructure, different teams activate numbers, and is coordinated via Telecom still. VOIP based pots (for UCLL) would activate straight away with the internet connection.

It used to be the other way round, but as landline voice continues to be abandoned i expect the same is hapening for service levels






________

 

Antoniosk

 

Click to see full size


johnr
19282 posts

Uber Geek
Inactive user


  #1096210 26-Jul-2014 16:08
Send private message

Moving house INFO on the Vodafone NZ site has the INFO you require, Big ISP or small ISP they all go into the que at the end of the day on the Chorus side

** Place your request 10 working days prior to your move **

http://www.vodafone.co.nz/broadband/moving-home/

* You can tell us up to 4 weeks before you move if you like.

mattwnz
16761 posts

Uber Geek


  #1096214 26-Jul-2014 16:12
Send private message

I know of an elderly couple with major health problems who had this same type of problem, which I posted at http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=145312 .  They needed the phone line for a life and death situation only a few weeks after they got connected. They were without a connection for over 15 days after moving into a new house which previously had no connection,and they even had the health board involved trying to get it connected. It ended up being connected the day after I posted on here.
 So it would appear you need to contact the phone provider well in excess of 10 days prior to the move. Perhaps even a full month. Not sure if there are any minimum standards they are required to meet. Many elderly do rely on their phone line as their life line.

sbiddle
29226 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  #1096218 26-Jul-2014 16:14
Send private message

freitasm:
sbiddle: 5 days in an unrealistic timeframe for any ISP to meet for a change of address or new connection. You're actually very lucky you got an install in the timeframe for you did.


It sounds as though they have broadband working, so why wouldn't POTS be working? 




Totally different product that requires Telecom co-ordination if it's delivered from a NEAX (which is owned by Telecom).

We also don't know whether there was a port required (ie if they were on the Red network before or are moving to Red from wholesale) which adds to the timeframe and/or whether a customerlink was requested. This job also requires a lot more work as it's a brand new install with no existing intact so more work is required.

It's not uncommon for a new landline connection to have a 10 day timeframe for an install. New broadband connections can be similar, but both can often be quicker or slower depending entirely on the schedule. In Wellington in February for example it was 3+ weeks just to get ADSL2+ or a new phoneline.

All these of these reasons are why statements like the one above from the Vodafone website saying to give two weeks notice exist. There is no excuse for bad communication, but expecting any ISP to lodge and have a new build done with a 5 day timeframe is being very unrealistic. Yes it could happen, but it's highly unlikely.





Filter this topic showing only the reply marked as answer Create new topic




News »

Slingshot offering ugly-modem to help reduce e-waste in New Zealand
Posted 30-Sep-2020 16:01


AWS launches new edge location in New Zealand
Posted 30-Sep-2020 15:35


Amazon introduces new Echo devices
Posted 25-Sep-2020 11:56


Mad Catz introduces new S.T.R.I.K.E. 13 Mechanical Gaming Keyboard
Posted 25-Sep-2020 11:34


Vodafone NZ upgrades international submarine network
Posted 25-Sep-2020 09:09


Jabra announces wireless noise-cancelling airbuds, upgrade existing model
Posted 24-Sep-2020 14:43


Nokia 3.4 to be available in New Zealand
Posted 24-Sep-2020 14:34


HP announces new HP ENVY laptops aimed at content creators
Posted 24-Sep-2020 14:02


Logitech introduce MX Anywhere 3
Posted 21-Sep-2020 21:17


Countdown unveils contactless shopping with new Scan&Go tech
Posted 21-Sep-2020 09:48


HP unveils new innovations for businesses adapting to rapidly evolving workstyles and workforces
Posted 17-Sep-2020 15:36


GoPro launches new HERO9 Black camera
Posted 17-Sep-2020 09:45


Telecommunications industry launches new 5G Facts website
Posted 17-Sep-2020 07:56


New Zealand ranks 3rd in world in GSMA index
Posted 15-Sep-2020 10:13


Trend Micro Security Suite adds web monitoring to prevent identity theft
Posted 14-Sep-2020 15:37



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.