Porting Issue - This can’t be correct surely?

Forums › One NZ (including Farmside) › Porting Issue - This can’t be correct surely?

marmel

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#295576 7-Apr-2022 16:21

So I finally decided to change to VF today due to the poor coverage of other providers in my town. VF have installed a new tower which is 5G capable and coverage is great.

I had a prepay SIM so I activated that and then changed online to a pay monthly plan which went through OK.

Now I am having issues trying to port my number from 2Degrees. The CSR I chatted to online insisted I needed to set up my 2degrees number on VF as a companion number to the VF number I already had and then swap the numbers over???? Surely this can’t be right, all I want to do is a simple number port. After talking to his supervisor he then told me they were having issues with the porting system and he would get back to me.

I have now received an email advising VF are sending another SIM card with my old 2degrees number on it and what I assume is an additional plan????

I’m sure this can’t be right, all I wanted them to do is port my number.

Linux

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#2898181 7-Apr-2022 16:37

No that is not the way porting works

You do not need a new SIM card as well

Has the migration happened from Prepaid to Postpay already? If the order is complete then it is just a port into Vodafone

Linux

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#2898185 7-Apr-2022 16:52

When porting you should not be talking to 2degrees they are the losing service provider

marmel

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#2898186 7-Apr-2022 16:54

Linux: When porting you should not be talking to 2degrees they are the losing service provider

I’m not, that was the VF csr.

marmel

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#2898187 7-Apr-2022 16:55

To make it worse the same CSR has called me four times, three of those times I got disconnected before speaking to him.

Linux

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#2898188 7-Apr-2022 17:05

marmel:
Linux: When porting you should not be talking to 2degrees they are the losing service provider

I’m not, that was the VF csr.

Sorry read quick on my mobile phone

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#2898189 7-Apr-2022 17:06

@jasonparis Can you please get anyone to take a look? This is not the way porting works

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marmel

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#2898190 7-Apr-2022 17:10

I am really tempted to screenshot my chats with the VF csr’s, they have no idea about number porting. I’m just chatting to another one now and after explaining everything again he informed me the order had already been processed and my new SIM was being sent out……..He has also refused to send me.a copy of the chat as he isn’t allowed apparently. Someone is going to contact me within 24 hours, great….

Does anyone know how to contact the NZ team?

RunningMan

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#2898193 7-Apr-2022 17:15

marmel: [snip]He has also refused to send me.a copy of the chat as he isn’t allowed apparently.

Alarm bells should be ringing pretty loudly now. Definitely screen shot the whole thing.

JasonParis

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#2898220 7-Apr-2022 18:19

marmel: So I finally decided to change to VF today due to the poor coverage of other providers in my town. VF have installed a new tower which is 5G capable and coverage is great.

I had a prepay SIM so I activated that and then changed online to a pay monthly plan which went through OK.

Now I am having issues trying to port my number from 2Degrees. The CSR I chatted to online insisted I needed to set up my 2degrees number on VF as a companion number to the VF number I already had and then swap the numbers over???? Surely this can’t be right, all I want to do is a simple number port. After talking to his supervisor he then told me they were having issues with the porting system and he would get back to me.

I have now received an email advising VF are sending another SIM card with my old 2degrees number on it and what I assume is an additional plan????

I’m sure this can’t be right, all I wanted them to do is port my number.

No this isn't right and I apologise. Your experience drives me crazy as this should be a simple process - so I can only imagine how frustrated you are. Could you please drop me a quick email to jason.paris@vodafone.com and I'll get this sorted.

Thanks

Jason

Jason Paris

nztim

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#2898288 7-Apr-2022 18:47

Its good to see the CEO of a major telco on here to support their customers but it really should’t be required

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

marmel

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#2898315 7-Apr-2022 19:39

I spoke on the phone to another CSR and after speaking to someone else he advised they can’t port the number to the VF sim I already have. The sim is working fine with my monthly plan and 5G coverage so not sure what the issue is. Seems a strange way to do things but he advised I have to wait for the new sim to arrive in the mail, then ring them back and they will cancel my current VF number and plan amd start a new one on the other sim.

I have three other numbers to port as well as I was going to run my wife and kids on companion plans but I’m debating now if it’s worth it or not, I just don’t think I could handle the grief from my wife if the port went wrong.

For me I think it would be easier to wait until I head to invercargill and go into the VF store. the csr’s that staff the chat system just don’t appear knowledgeable enough or they struggle to explain what needs to happen and why. I don’t care where people are based as long as they know there job and can cope if things stray outside their normal ‘script’. I did ask the 2nd csr today if he could transfer me to a NZ based support person but he just transferred me to someone else in the same call centre.

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Linux

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#2898319 7-Apr-2022 19:47

Unless you have a passion for the technology you will not care! I loved working with it when I did and just wanted to learn more and more

konfusd

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#2898368 8-Apr-2022 06:51

The CSRs are wrong, we can definitely port in a number onto an existing monthly plan (my customer needs to do this every now and then); it is a little more complex than porting and setting up a new connection but not by much… I guess it’s less common request in the Consumer space.

Feel free to DM me if you’d like me to take a look/pass this on to some contacts - but I’d definitely recommend sending Jason an email. I have seen his “fix it” team in action and they are awesome.

I volunteer my time on here, and all opinions expressed are my own and do not necessarily reflect those of my employer.

Bung

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#2898428 8-Apr-2022 08:04

Maybe, just for a short while, they should use the fire fighting hoses to clear the stables 🙃