I had trialed the VFX service on my existing Xnet Stream plan, and was more than happy with the call quality, so I signed up for Fusion.
I phoned Xnet on 7th July and signed up to switch to Fusion from my existing plan and temporary VFX number. I was told that there was a sequence that had to be followed with Telecom, and that the number would be transferred on the 18th July. I was also told that there could be up to 8 hours where my "telecom" number would not work, and that my temporary VFX number would work during this time. I was told that I would get a call on my mobile when the number porting was to occur.
Heres what actually happened.
9th July, got a letter saying that my application for Fusion was approved and that my high speed service would start on 10th July. No mention in this letter of the date for VFX.
10th July, Got home from work, and find that my telecom phone service has been stopped. When called, my old telecom number comes up "no such number". Internet speed has not increased. By this time the Xnet helpdesk is shut. On a hunch, I reset my router, and the connection is now running at the expected speeds. The letter of the 9th should have advised to reset your connection to pick up the new speeds.
15th July, My sister calls and gets through to my VFX service on my old telecom number, No email or phonecall from Xnet to say that this has occurred. I sent an email to Xnet explaining that I was misinformed about the number porting process.
16th July Got phonecall from Xnet responding to email. Caller explains that the number has been "customer linked", and that the transfer will complete on 18th July.
17th July I called for a taxi, and my number wasn't recognised by the automated system. Because the operator didn't recognise my VFX number, she tried phoning back. I was outside waiting for the taxi, and didn't hear the call so my taxi was never dispatched. I phoned back and found out that outgoing calls were still using the temporary number.
18th July, I have been advised that my porting issues were being escalated to a manager, I have yet to get any explaination.
18th July, Got email that my updated VFX account had been created. Get home to find that I have no dialtone on VFX. Try resetting router, and get dialtone back. My VFX profile had been reset including mailbox greetings etc. Also, my VFX and voicemail passwords are not as requested (existing passwords) Email did not suggest that I may have to reset my router.
Don't get me wrong, I like the VFX service, it's the process of transferring the number that sucks.
Xnet need to better explain the stages involved, and communicate to the customer at each stage. I understand that Telecom probably have a big part to play in the complexity of the process, but a better explaination up front would have helped. Xnet should have a step by step explanation on the VFX FAQ page.
In an ideal world, the phone number would transfer at midnight on the nominated date.