prepay-porting to One.nz via website does not work

Forums › One NZ (including Farmside) › prepay-porting to One.nz via website does not work

BlueYoda

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#310524 27-Oct-2023 19:40

Posting here on the tiny tiny chance someone might have any ideas or worked through a similar issue.

I bought a One.nz e-sim with me overseas so that partner can port her number from 2degrees to One.nz. "It's really easy, you can just do it via the website." "You can always ring from overseas if you have issues and they'll sort you out".

Neither of these statements have been true so far.

The web-site has always returned:
There was a problem processing your request. Sorry something appears to be wrong. Please check that your mobile and SIM numbers are entered correctly and try again.
(Sometimes it appends a "call us" or "visit a store" to the end of that.)

Tried web site chat - "You have to call"

Call 1 - "Yup we can fix that", 5 transfers later "can't do it the account is pay monthly" (it's not). After the call they tried ringing back (which annoyingly I missed) and it got me wondering if they managed to find a way or if they realised they were making a mistake (like transferring the wrong number as I was calling from my personal number which IS pre-pay).

Try porting via web site again - "SIM is not activate" (which is BS. I activated it in the store with the guy right there and it's been receiving test texts I sent to it)

Activate it online - "SIM Activated!" OK ...

I wonder: "Maybe it needs money on the SIM first?" I put $20 on. Create a One.NZ account, login with the app, credit is there. Credit reported also via TXT to 777.

I check the 2degrees account and SIM. Still has credit. Still receives TXTs.

Try porting via web-site again. "There was a problem processing your request..."

Call 2 - Nice lady tries for 40 minutes. "Can't do it, you probably have to go to a store. But I'll discuss it with someone else and email you afterwards".
No email ever arrives.

I'm overseas and can't go to a store. And based how nobody seems to have any idea, or isn't empowered to do anything, I feel that going to the store would be met with "Sorry you have to call".🤬

Has anybody had issues porting their number to one.nz through their website and how did you fix it?

Is there some alternative web-site or service that can do this?

Thank you

Edit:
I've also tried using both Firefox and Chrome browsers with no blockers or anything.
I've tried using a VPN so that I have a NZ IP as well. No luck.

quickymart

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#3152915 27-Oct-2023 21:32

Yet more top-quality customer service provided by Vodafone/One 🙄 what's the point of having the chat if you get told to call??

Might be one for @MaxineN ?

MaxineN

Max
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#3152922 27-Oct-2023 22:23

You could be being stopped due being overseas and we're not allowing roaming on overseas esims until you come back. Fraud protections.

I likely can't do much and most reps likely can't either however if you throw me everything at my email maxine.nesbitt@one.nz I can look possibly tomorrow (I have the weekend off) but definitely can on Monday and see what can be done.

Want to set the correct expectations. You're overseas this is unfortunately likely why however will seek confirmation and see where it's getting stuck.

Kind regards

Maxine

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

BlueYoda

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#3152934 28-Oct-2023 00:31

Thank you so much Maxine. I have sent an email.

snj

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#3153722 30-Oct-2023 14:57

I'm having the same issue, but domestically in NZ, with a 2degrees prepaid to One NZ prepaid esim port. Only thing I can think of is that since the esim was just setup to replace the plastic SIM, there might be a delay in recognising the new eSIM card number.

Additionally, it's a bit confusing the Prepaid page seems to suggest MyFlex needs to be setup first, but the actual form says the SIM just needs to be activated (which it is, the 777 main menu seemed to imply the eSim was already active).

Did you have any luck?

MaxineN

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#3153725 30-Oct-2023 14:59

snj:

I'm having the same issue, but domestically in NZ, with a 2degrees prepaid to One NZ prepaid esim port. Only thing I can think of is that since the esim was just setup to replace the plastic SIM, there might be a delay in recognising the new eSIM card number.

Additionally, it's a bit confusing the Prepaid page seems to suggest MyFlex needs to be setup first, but the actual form says the SIM just needs to be activated (which it is, the 777 main menu seemed to imply the eSim was already active).

Did you have any luck?

As above ^ fire all of the details to my email in my previous post, see what I can do.

Kind regards

Maxine

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

Linux

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#3153732 30-Oct-2023 15:26

Is the SIM / Prepay number card activated? If in a PREACTIVE state then porting will fail

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snj

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#3153773 30-Oct-2023 17:39

Linux:

Is the SIM / Prepay number card activated? If in a PREACTIVE state then porting will fail

Yeah as I said, 777 went straight to balance/etc so the eSim post-switch certainly seemed active. Maxine has got things moving hopefully.

Handsomedan

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#3153779 30-Oct-2023 18:48

Yeah my porting experience started well. Then it stopped. I’ve spoken to a few people. It’s just stalled.

Also porting from 2D to One NZ. Also via website. Quite frustrating.

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BlueYoda

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#3154104 31-Oct-2023 16:24

snj:

I'm having the same issue, but domestically in NZ, with a 2degrees prepaid to One NZ prepaid esim port. Only thing I can think of is that since the esim was just setup to replace the plastic SIM, there might be a delay in recognising the new eSIM card number.

Additionally, it's a bit confusing the Prepaid page seems to suggest MyFlex needs to be setup first, but the actual form says the SIM just needs to be activated (which it is, the 777 main menu seemed to imply the eSim was already active).

Did you have any luck?

Maxine looked into it and reported that the port requests never came through. So it's either go into a store or get a hold of sales. On reflection, when I was transferred ~5 times on my first attempt I think one of the operators mentioned transferring me to sales. Second call it was just the level 1 support person the whole time. So maybe I need to ring and requests sales.

I'll maybe attempt it when I work up the energy...