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Topic # 22014 13-May-2008 17:20
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Has anyone sucessfully changed from an ndsl provider to vodafone/ihug? Keeping the same phone number?

I am in the process at the moment but the request has already been rejected once due to there being no such connection present. I have explained to the csr that it will need to be a new connection as I am coming from an ndsl connection. The first csr seemed to understand and was the one that said it would have to be treated as a new connection. When the request got rejected I had to call back, spoke to someone foreign who was only interested in checking my address details.

I guess I will see what tomorrow brings.

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Reply # 131304 16-May-2008 18:24
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Unfortunately this appears to be near impossible it would seem.

I had an email from vodafone the day after I signed up saying that the address or phone number I provided was incorrect. I replied to the email and rang the day after specifically stating that the issue was with changing from ndsl and NOT my address or phone number. The csr I spoke to only seemed interested in checking the spelling of my address despite me telling him again and again that the issue was with changing from ndsl.

"johnr" gave me a hand a tried to get the ball rolling as it where which I appreciate.

Anyway I called yesterday to find out what was going on and was told that there should be a connection date on the sign-up tracker today.

Today I got the same email from vodafone that I got about a week ago saying that there was a problem with my number or address and to reply to the email with the correct details........

Why can't vodafone get there s**t sorted and communicate with each other. I have tried my best to point out what the issue is but the csr's only seem interested in doing what is probably written in their manual in front of them, someone needs to think outside of the square, get up out of their chair and walk around and actually ask who in the provisioning team knows what ndsl means and what needs to be done.

At the end of the day xnet also has to be able to port the number to vodafone as well (according to vodafone) so we will see.

I sent a pretty blunt reply back to the latest email asking that either someone who understands ndsl deals with it or they cancel the application.

Technology can be very frustrating at times, especially when the end user knows more about it than the csr's selling it. (to be fair vf don't sell ndsl though).

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  Reply # 131307 16-May-2008 18:49
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Vodafone is not rejecting your port in. When a port in is requested the details are entered into a data base that go to the other carrier that confirm the details. Vodafone cant contact the other carrier and confirm details as this is against the privacy act.

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  Reply # 131314 16-May-2008 19:03
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The email:

Invalid line or address - the customer phone number or address you gave us during sign up is incorrect or does not match the information in Telecom’s records.

I do not have a Telecom account and have told vf upteen times the provider is xnet/wXc. No wonder it doesn't match their records! How many times to I have to resend the SAME info??? I suspect what is happening is that they are using my phone number to try and switch the service over but as it is currently with vfx it won't show up the normal way.

Might have to give up and try changing to Telecom.

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  Reply # 132774 23-May-2008 12:32
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This is now bordering on ridiculous.

I replied to the last email clearly spelling out that I was with Xnet using NDSL. I specifically asked for the message to be forwarded to someone that knows what needs to be done. A few days later (about Tuesday) the sign up tracker stated that the connection was to be done today, the 23rd.

I received a modem in the mail on Wednesday as well (even though I told the csr I already had one).

After receiving the modem on Wednesday I emailed again to ensure that my current phone number was to be ported across from xnet. Received a reply stating that was correct. Hurray.....

Today I recieve a letter in the mail stating that the connection has been held up because either my phone number or account number I have supplied is incorrect, sounds familiar?

I then tried to call the 0800 number supplied and after waiting about 10 minutes got put through to a csr whom by the accent I assume was overseas. After saying hello it sounded like he dropped the headset or something, all I got was banging and rustling down the line along with the occasinal hello. After about 30 seconds of this he hung up on me.

So I have now supplied my CORRECT account number and phone number, address, date of birth etc etc 3 times. Received two more letters asking for the correct details, been told that it was going to be connected and I could keep my number only to receive a letter the day of connection stating there was a problem.

This sounds like something from Fairgo! Does anyone in vodafone actually talk to each other or do they all just hide in their respective departments ticking boxes and mailing letters?

Maybe I should send it to Fairgo?? Could be the only way to get connected......

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  Reply # 132824 23-May-2008 16:05
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OK about 10 minutes after I made the above post the Telecom guy came up the driveway. Not sure what is going on and who in vodafone is responsible for sending out the letter I got today but they need to sort out their systems.

The good news is that my downstream speed is over 6000, about 2000 faster than I managed with xnet? The phone line is also now crystal clear which my wife will appreciate.

So all's well that ends well.

My only recommendation to others going from ndsl back to standard phone/broadband is make sure you speak to someone at the isp that knows what ndsl is all about and what needs to be done.

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