Trying to port number from 2 Degrees to Vodafone but have hit a brick wall

Forums › Vodafone New Zealand › Trying to port number from 2 Degrees to Vodafone but have hit a brick wall

invisibleman18

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Topic # 240493 10-Sep-2018 20:06

Perhaps one of the Vodafone reps on here could help with this situation as I have hit a brick wall in trying to move from 2 Degrees to Vodafone.

As part of renewing my home broadband/TV package with Vodafone I also signed up to an on account plan on 27 August and would need to have my number switched from 2 Degrees to Vodafone. I received a Vodafone SIM card in the mail and got a text that the switch would happen on 4 September. However my number is still on 2 Degrees today and I have now received the first bill from Vodafone. They have charged me from 28 August so I am required to pay for 2 weeks I have not been provided the service.

I have got nowhere with the Vodafone Call Centre. Today they told me the number is active on their network from their end. But it is definitely still on 2 Degrees and working with my 2 Degrees sim card. They suggested I call 2 Degrees and ask if the number has been released from their end which I have just done and they told me the number is definitely still on their network and they have received no request to port it. So I now have 2 networks saying the same number is on their network, and of course now bills from 2 networks!

What are my options from here? Do I need to cancel the Vodafone plan and just forget about it? Or do I need to lose the number I've had for 16 years and just get a new Vodafone one? Surely porting a number from one network to another is something common isn't it? And surely the billing should begin from the day I receive the service. The only thing I can think that has caused confusion is that I was originally with Vodafone from 2002 until late last year and then switched, so is there some issue caused by trying to switch back? Or do Vodafone think I never switched away from them so don't need to port the number?

Can anyone help?

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Reply # 2087151 10-Sep-2018 20:12

The GSP deals with the LSP you should not need to contact 2degrees

Porting issues are very simple to fix and all carriers have porting teams that work between each other

John

Edit: No don't give up your mobile number you have had for many years

@MikeHales someone in the VodafoneNZ porting team needs to pick this one up

Ex JohnR VodafoneNZ 17 years 4 days

invisibleman18

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Reply # 2087153 10-Sep-2018 20:15

That is what I thought, so what is the issue and how can it be resolved? Vodafone think my number is active with them and have billed me for a service I have not received, while my number remains on 2 Degrees.

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Reply # 2087155 10-Sep-2018 20:21

I can't tell what has gone wrong / failed as I no longer work for VodafoneNZ if I did I could fix it very quickly

Wait for Mike Hales to respond he should tomorrow and pick this up

John

Ex JohnR VodafoneNZ 17 years 4 days

invisibleman18

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Reply # 2087701 11-Sep-2018 17:53

Still no further with this. Furthest I got with the call centre was that they would send an email to someone to do with porting but that may take 5 business to days to get a reply and I can't really face calling, sitting on hold listening to the same Lorde song again and explaining the whole thing again. Guess I'll end up having to pay for another month with 2 Degrees so I can still use my phone or may aswell just cancel this before I end up getting a Vodafone bill for a second month with no service.

Do Vodafone reps still come on here or was this the wrong place to look for assistance? No reply from the Vodafone Community message board either.

quickymart

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Reply # 2087738 11-Sep-2018 19:28

5 days? That's ridiculous.

andrewNZ

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Reply # 2087773 11-Sep-2018 19:37

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No matter how you eventually solve this, Vodafone owe you the cost of the cell phone plan for the time it isn't rectified. If the 2degrees
Plan costs more, I'd be trying to make them pay for that rather than refunding their portion.

Vodafone really has become a terrible company. I remember when they came into the market, all the promises to shake things up and make it better for everyone.
They have achieved that, but they have become worse than their original competitor. In fact Spark, the desendant of Telecom, is a significantly better company to deal with.

Location: Dunedin

quickymart

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Reply # 2087783 11-Sep-2018 19:59

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I will always think they lost their direction (and good reputation) as soon as they purchased Telstra Clear. They went downhill rapidly after this point.

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Reply # 2087787 11-Sep-2018 20:18

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DM me the details I will pass it onto someone in VodafoneNZ I know to have a look

John

Ex JohnR VodafoneNZ 17 years 4 days

JasonParis

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Reply # 2087825 11-Sep-2018 21:35

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Hi mate. I’m the incoming CEO for Vodafone NZ. Let me help. Can you send me a quick note with your mobile number and details and I’ll try and get this sorted for you tomorrow. I’ll also ensure that you don’t get charged for your trouble - and see what I can do to sort you out a bit of free connectivity for the mix up ;-)

Sorry that this didn’t go to plan. We are going to love having you with us and will try and ensure that it all goes to plan from here.

JP

Jason Paris

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Reply # 2087829 11-Sep-2018 21:41

Hey Jason I think you might need to message @freitasm and get him to update your company as you're no longer a Sparkler.
Edit Mauricio has already fixed it.

antoniosk

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Reply # 2087830 11-Sep-2018 21:42

JasonParis:
Hi mate. I’m the incoming CEO for Vodafone NZ. Let me help. Can you send me a quick note with your mobile number and details and I’ll try and get this sorted for you tomorrow. I’ll also ensure that you don’t get charged for your trouble - and see what I can do to sort you out a bit of free connectivity for the mix up ;-)

Sorry that this didn’t go to plan. We are going to love having you with us and will try and ensure that it all goes to plan from here.

JP

Well, now that’s a change. Let me be the first to welcome you to this group JP...

________

Antonios K

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Reply # 2087831 11-Sep-2018 21:42

Done...

Thanks Jason!

Backblaze cloud backup (personal and business) | Geekzone broadband switch | Amazon (Geekzone aff) | MightyApe (Geekzone aff) |

My technology disclosure | Business Transformation | Enterprise Content Management | Customer Relationship Management

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Reply # 2087832 11-Sep-2018 21:44

Hi @JasonParis Thanks for picking this one up and it should be a very quick fix by the porting team if a failed port in order then it might need to be passed to Mobile Application Services (If they are still called this)

And welcome to the new job

John

Ex JohnR VodafoneNZ 17 years 4 days

andrewNZ

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Reply # 2087837 11-Sep-2018 22:00

Welcome @JasonParis

Please do stick around geekzone, it's too often your new company's last line of defence.
It would be great to know that the person at the top knows just how pear shaped things are going.

I genuinely hope you can bring back the customer service, and rid the company of the deceitful branding and marketing.

Location: Dunedin

dejadeadnz

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Reply # 2087838 11-Sep-2018 22:01

andrewNZ:

Vodafone really has become a terrible company. I remember when they came into the market, all the promises to shake things up and make it better for everyone.
They have achieved that, but they have become worse than their original competitor. In fact Spark, the desendant of Telecom, is a significantly better company to deal with.

Your post couldn't be more correct. In addition to what you wrote, what I find particularly offensive is VF's general disregard for the law. The number of times it has been warned and/or successfully prosecuted by the Commerce Commission is nothing short of a disgrace. The attitude of its staff over the last few years (witness some of the borderline abuse some of their staff have delivered to users of this forum and the general trolling etc to the extent that a number were warned or had posts deleted and the repeated lying of VF staff about wait times at their call centre etc) ought to have their new CEO very concerned. If I were Jason Paris, the first thing I would look at is a restructure and getting rid of a few people who clearly don't understand business ethics and customer service.

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