Setting up My One login

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quickymart

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#312363 10-Apr-2024 17:31

Having major issues trying to get this setup on behalf of my mother so she can check her balance/minutes etc from the app.

Have tried reaching out to MaxineN but she is unable to assist, and Jason Paris isn't answering e-mails.

I'm quite hesitant to speak to the call centre as my mother spoke to them twice already and they couldn't sort it out for her (yay).

Who on here works for One and may be able to assist? I'm authorised on her account to make changes.

Chills

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#3216659 10-Apr-2024 17:33

Would probably be better getting in contact with One directly at this point. I know there are reasons to avoid contacting their call center but may be the only option.

xpd

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#3216661 10-Apr-2024 17:35

Their system seems to be having a meltdown this week..... we've been trying to access our business portal with them and its failing.

XPD / Gavin

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#3216725 10-Apr-2024 20:38

@quickymart Have you called 777 and spoken to customer service? You should only reach out to the staff / CEO if official support channels fail

skewt

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#3216728 10-Apr-2024 21:09

Why would you goto the CEO before even calling the helpdesk?

Looks like they have an issue, this is posted on their page
“We are aware that some customers are temporarily experiencing issues with their services not being linked to their My One NZ account. If you are experiencing this issue, please call 0800 800 021 or 777 from your mobile.”

quickymart

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#3216745 10-Apr-2024 21:29

skewt: Why would you goto the CEO before even calling the helpdesk?

Looks like they have an issue, this is posted on their page
“We are aware that some customers are temporarily experiencing issues with their services not being linked to their My One NZ account. If you are experiencing this issue, please call 0800 800 021 or 777 from your mobile.”

See above, she called them twice and it still wasn't working afterwards.

But if they're having issues as per your post then I might just have to leave it for a bit - although where did you find that information? I couldn't see it on their Outages page.

quickymart

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#3216746 10-Apr-2024 21:30

Linux:

@quickymart Have you called 777 and spoken to customer service? You should only reach out to the staff / CEO if official support channels fail

Yes, she called them twice and it still wasn't resolved/working. I don't think repeatedly calling and not getting it sorted is going to make any difference, is it?

In any case it looks like they're having issues as per the post above.

Edit: just tried contacting them via chat (as suggested above - their phone queues are closed) and even though my mother added me as an authority on her account, apparently they tell me I'm not.

This is why I absolutely detest going through their customer service team, they have no idea what they are doing, and it sounds like this was just an easy way for them to get rid of me (probably the same as trying to get rid of a call quickly in the call centre). I don't see why I should keep trying to do this repeatedly.

Why do they make this so hard? 😠

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Goosey

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#3216815 11-Apr-2024 07:21

Your point about being authorised person…. The same happens to me.

i started to think it’s only for that call you make and not forever. The last time that happened I questioned it and they assured me I in the future I’d be listed as a contact.

anyhow, what does the app do that their 777 can’t ?
top up? / check balance?

im having trouble using the right credit card to pay my prepay. I end up using my mums one by mistake (I’ve got her connection, plus my two connections loaded into the app)

the app isn’t very user friendly. It’s more skewed to corporate propagander and advertising…

quickymart

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#3216875 11-Apr-2024 08:28

She was roaming in Australia recently and wanted to check her balance/data etc from the app while over there - she didn't have time to sit on the phone all day to check her balance.

quickymart

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#3217162 11-Apr-2024 18:24

Okay, this is now sorted. I have no idea what the problem was, but someone called her, said they had "fixed something" and it's working as it should be.

I'm glad it's finally resolved, but my God what a rigmorale.