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Topic # 239635 27-Jul-2018 11:46
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I'm genuinely interested in the internal process? Does a written request have to be snail mailed to the head office in London or something?

 

Ironically I recently signed up to new Vodafone mobile plan (after avoiding them like the plague for last few years) in order to also get a particular vanity local number within VF's range I wanted forwarded (092x).

 

I went in store and requested a mobile plan with included local number, confirmed the one I wanted was available and also got a matching 021x so was planning on sticking around with the VF plan for a while rather than immediately porting the 092x off to 2talk or similar.

 

I signed the contract in store and made sure to physically write both numbers on the contract and get a copy because....Vodafone.

 

021x was activated immediately and was told to give it 1-2 hours for 092x to be activated.

 

After a few hours 092x is still inactive so I call 888 and confirm no order was logged for the number; a new order has to be placed and will now take "up to 10 days".

 

It's now been 7 business days (9 days) and still no number. Will have to wait to see if it actually comes though in the next few days however from past experience I'm half expecting more issues, delays, non-follow-up etc which makes me seriously consider immediately porting it off if it does eventually come through or simply flagging it and going for a similar 098x number from Spark.

 

Dun' look like much has changed at Vodafone undecided


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  Reply # 2063498 27-Jul-2018 11:57
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It's a manual process to setup between mobile and fixed line systems and good luck trying to port a LN number it might disconnect the 021 number as it's attached to that on the same platform or the port will just keep failing

 

John





Ex JohnR VodafoneNZ 17 years 4 days



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Reply # 2066367 1-Aug-2018 15:30
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So... not surprising 10/14 days later still no number and no update from Vodafone.

 

Just called and was told actually the 09210xxxx number requested can't be provisioned because it's "not active in the system" (I thought that was the point!) despite the fact that;

 

     

  1. It showed up as available and was selected in store.
  2. Was subsequently told by CSR the order was raised and should take up to 10 days.
  3. It's clearly within Vodafone's range: https://www.nad.org.nz/list/19/Consumer
  4. The number currently terminates to Vodafone's "The number you have called is not currently active" service.

 
 
 
 


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  Reply # 2066386 1-Aug-2018 16:01
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The actual manual process takes only a matter of minutes to setup between fixed line and mobile

@MikeHales needs to go bang someones head

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  Reply # 2066392 1-Aug-2018 16:08
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I'll pick this up, sorry for hassle





Channel Manager, Help & Support @ Vodafone NZ




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  Reply # 2066420 1-Aug-2018 17:07
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PM'd




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Reply # 2066982 2-Aug-2018 17:19
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Is it ironic I haven't actually heard from @MikeHales yet?


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  Reply # 2067040 2-Aug-2018 18:05
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solutionz:

Is it ironic I haven't actually heard from @MikeHales yet?



He does not actually work on the issue and remember the Telco staff volunteer time on Geekzone and are not paid so no need to be rude

Has he read your message?

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  Reply # 2067382 3-Aug-2018 11:28
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Linux: The actual manual process takes only a matter of minutes to setup between fixed line and mobile


John

 

 

 

Just to add further to this. The bit above won't be what takes the time. The time will be getting the number connected in a state where it can then be ported. Once that is all done yeah it mostly boils down to the proverbial pushing the button.





Please note: I have a professional bias towards Vodafone.



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  Reply # 2067437 3-Aug-2018 12:46
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Linux:
solutionz:

 

Is it ironic I haven't actually heard from @MikeHales yet?

 



He does not actually work on the issue and remember the Telco staff volunteer time on Geekzone and are not paid so no need to be rude

Has he read your message?

John

 

No intention to be "rude". Facetious, maybe.

 

Sure that was the case for yourself, TimA etc and whilst we all appreciate "official reps" coming onto this particular platform; as "Channel Manager, Help & Support @ Vodafone NZ" he has a but more accountability than most and is not above some light critique any less than over any other official social channel - although directed at the office obviously, not him personally.

 

You have to take this in the context of going on 2 weeks waiting for a service I've been paying for and promised from day 1; holding up a raft of things like marketing, printing of business cards etc.

 

I understand things take time, and had no problem at all waiting the "10 days" or whatever it takes to have the number activated.

 

The problem with Vodafone however is their propensity fail to provide accurate information or deliver on any promises; resulting in the frustration of only finding out after the elapsed time has past that nothing has been done and/or having to constantly call & wait hours to check.

 

Now going on 2 days since the "Help & Support Channel Manager" said he's going to pick this up and not had any direct contact/acknowledgement it's not unreasonable to at the very least point out the irony of the situation.

 

As I said it's not the "10" (14) or "2" days that's the problem it's the uncertainty of if/when any follow up will actually occur.


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  Reply # 2067445 3-Aug-2018 13:02
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@MikeHales

John




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  Reply # 2073234 14-Aug-2018 12:09
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So just to conclude...

 

I didn't have any additional follow-up from Vodafone so put through the cancellation request online and received a call today confirming the account would be cancelled / credited. Hopefully that happens as last time I left Vodafone after they failed to deliver what they offered I was billed for months after and it became too hard to chase up until having to cancel the card - luckily though this time I learned and didn't add a billing method before the service had actually been delivered.

 

Next I walked into a Spark store and requested the 094x version of the number I wanted.

 

Initially I was told they couldn't guarantee the number availability until it was ordered which would involve switching to a Spark broadband + landline plan (currently with Bigpipe) and hoping they could add it afterwards...a bit of a hassle if it didn't work.

 

After putting me on in-store to someone at their call centre we figured out a way to setup a new naked CustomerLink account (@ ~$20/month) or something-a-rather to link the order to however I had to Google the addresses of some similar 094x numbers to provide them with to figure out which exchange held that range - which strangely they weren't able to look up internally.

 

I was told it would only take a couple of hours for the order to come through and next day confirmed it had.

 

Unfortunately Spark doesn't seem to offer very competitive calling plans or VoIP options that I could attach the number to at this stage. Just adding a voicemail box would cost an extra $10/mth or so on top of the $20/mth CustomerLink, same with a call diversion + a per minute rate. So I've put in a request to port to 2talk for now @ $10/mth so I can actually begin using it - will find out in a couple of days if this works.

 

Also still looking at Spark broadband so may port the number back to that in future and will probably be registering an 0900 number with them soon anyway.

 

Goes to show what can be done when you get past the "computer says no" firewall and can talk to the right person.


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  Reply # 2073242 14-Aug-2018 12:40
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When you say Customer Link it makes me quiver.

I once had a customer in CHCH that had a customer link to another customer link to his current landline. Vodafone wore all the cost for years...

 

It sounds like a mess, wireline can lookup number ranges and show what NEAX they were assigned to. an 09 4X number could be from Auckland to Kerikeri..





 


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