How to recover One NZ number which has lapsed?

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#3255438 2-Jul-2024 08:25

@kiwibloke SMS that can't be delivered expire after 72 hours...

Complaints need a kick in the backside store can't do anything. This needs to be sorted by head office

nztim

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#3255441 2-Jul-2024 08:33

whitecanary:

Hi All,

For future reference for anyone who does need assistance with this, @AdamGZ did manage to assist me with resetting my number to my original SIM card and it's now been activated.

Mate you are so lucky, ONE NZ was under absolutely no obligation to do any of that.

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

kiwiibloke

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#3255446 2-Jul-2024 09:07

@linux any tips on how I get escalation or prompt Customer service to do anything other than pass it to the store?

So far I've spoken to 3 different people on the phone, 1 person on instant chat and 7 emails exchanged with complaints.

Seems like they've all been told to be on hyper alert for anything that looks like SIM swap fraud, but none of them seem to actually understand what that is!

They say that their anti-fraud processes don't allow them to give me my number back even tho I have multiple ways to prove that it's mine and I still have the original SIM card, but allow them to assign the number to any random person who calls into the store and asks

Linux

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#3255447 2-Jul-2024 09:14

@kiwibloke See page1 in this thread and who you can DM here on Geekzone they should be able to help

kleu058

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#3279265 5-Sep-2024 12:59

@AdamGZ unfortunately, I found myself in the same situation with my 20+ year old mobile number. I've talked w many OneNZ staff, with my name and 4 diti pin and many other information, and even they can still see all that under my number, they can not help me with this. Please Please Please help me! I have sent you a private message and really really hoping something can be sorted. Thanks!

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#3279268 5-Sep-2024 13:07

@kleu058 if your number is deactivated then the staff can see it yes but the number / account is now deactivated, This does not mean you are entitled to the number back

Many factors come into play before a number can be allocated again, Many can not if the number is in the recycle process and already allocated

kleu058

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#3279275 5-Sep-2024 13:16

Linux:

@kleu058 if your number is deactivated then the staff can see it yes but the number / account is now deactivated, This does not mean you are entitled to the number back

Many factors come into play before a number can be allocated again, Many can not if the number is in the recycle process and already allocated

The customer service people that I talked with, they said I can do it, but it need to be done in person in a One NZ store.
I really hope @AdamGZ can help me with this, worse case I will need to come back to NZ just for the phone number 😰

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kleu058

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#3280876 11-Sep-2024 08:32

Hey everyone, just wanted to update you on my situation.

Quick recap: My story is similar to whitecanary’s — I barely missed the 12-months window, and when I was in New Zealand using my phone in February, I made the mistake of not topping it up at that time.

I called customer service from overseas four times.

First call: The rep found my account but didn’t have a solution, so I asked to speak to a manager. The manager said that if I had a friend or family member listed as an authorized person, they could reactivate and reissue an eSIM. They promised to add my friend, but that didn’t happen.
Second call: This time, the rep mistakenly removed my whole account (which was linked to another family member’s active mobile number). They had to create a new account using a new email address, and added my family member phone number back and again promised to add my friend, but didn’t follow through, so I had to call again.
Third call: I finally got my friend added as an authorized person. I made sure they sent a confirmation email and waited to receive the email before ending the call. My friend went to the store to reactivate my number, but they reactivated it without issuing the eSIM. I tried topping up, and while the top-up worked, the SIM still didn’t.
Fourth call: I requested another email confirmation and double-checked that my friend was still listed as authorized. I had my friend ready at the store at the same time, and they finally sent me the eSIM code via email so I could activate it.

It might sound simple, but it took multiple calls (each over an hour), talking to different reps, and my friend had to go to the store twice. In total, I spent around $40 on overseas calls and another $30 on data to top up and test the eSIM.

I totally understand that there is no promise that OneNZ should help me on that, I am thankful and hope this helps anyone dealing with a similar issue!

AdamGZ

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#3280879 11-Sep-2024 08:46

kleu058:

Hey everyone, just wanted to update you on my situation.

Quick recap: My story is similar to whitecanary’s — I barely missed the 12-months window, and when I was in New Zealand using my phone in February, I made the mistake of not topping it up at that time.

I called customer service from overseas four times.

First call: The rep found my account but didn’t have a solution, so I asked to speak to a manager. The manager said that if I had a friend or family member listed as an authorized person, they could reactivate and reissue an eSIM. They promised to add my friend, but that didn’t happen.
Second call: This time, the rep mistakenly removed my whole account (which was linked to another family member’s active mobile number). They had to create a new account using a new email address, and added my family member phone number back and again promised to add my friend, but didn’t follow through, so I had to call again.
Third call: I finally got my friend added as an authorized person. I made sure they sent a confirmation email and waited to receive the email before ending the call. My friend went to the store to reactivate my number, but they reactivated it without issuing the eSIM. I tried topping up, and while the top-up worked, the SIM still didn’t.
Fourth call: I requested another email confirmation and double-checked that my friend was still listed as authorized. I had my friend ready at the store at the same time, and they finally sent me the eSIM code via email so I could activate it.
It might sound simple, but it took multiple calls (each over an hour), talking to different reps, and my friend had to go to the store twice. In total, I spent around $40 on overseas calls and another $30 on data to top up and test the eSIM.

I totally understand that there is no promise that OneNZ should help me on that, I am thankful and hope this helps anyone dealing with a similar issue!

Hi Kleu058,

Thank you for reaching out and providing an update on your situation.

I apologise for not responding sooner.

Unfortunately, your number did lapse due to non payment for longer than 360-day period as per our Terms and Conditions.

However, I had reserved the number to the previous profile, it was disconnected from which allowed you to reclaim it in the first instance.

Please if you can provide dates and times with the above information as this does not align with what I can see upon review. Please if you can provide provide me with a time and date available so I can communicate via call.

Thank you for your understanding, and I look forward to your response.

Adam

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#3280881 11-Sep-2024 08:57

kleu058:

The customer service people that I talked with, they said I can do it, but it need to be done in person in a One NZ store.

Linux:

Complaints need a kick in the backside store can't do anything. This needs to be sorted by head office

More top-notch, high-quality passing the bu...er..."customer service" from their offshore call centre 🙄

They should have just logged a ticket on the first call!

kleu058

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#3280886 11-Sep-2024 09:41

AdamGZ:

Hi Kleu058,

Thank you for reaching out and providing an update on your situation.

I apologise for not responding sooner.

Unfortunately, your number did lapse due to non payment for longer than 360-day period as per our Terms and Conditions.

However, I had reserved the number to the previous profile, it was disconnected from which allowed you to reclaim it in the first instance.

Please if you can provide dates and times with the above information as this does not align with what I can see upon review. Please if you can provide provide me with a time and date available so I can communicate via call.

Thank you for your understanding, and I look forward to your response.

Adam

Hi Adam,

Thanks for the reply, My eSIM working fine now, but let me DM you my information if need to connect w me,

thanks,

Linux

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#3280892 11-Sep-2024 10:07

You are speaking of 12 months but prepaid connections are deactivated after 13 months after last topup so you well and truly missed it

kleu058

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#3280895 11-Sep-2024 10:13

I just got off the phone with @AdamGZ and can confirm he’s a OneNZ employee. Adam explained that the terms and conditions allow for 360 days, with an additional 30-day grace period, so I missed the 390-day window. That was my mistake, but I’ve now set a calendar reminder so I won’t miss a top-up period again.

I was originally on a plan but later switched to Prepay, which is why OneNZ still had my details in their system. Huge thanks to @AdamGZ for reserving my number back to the previous profile so I can reactivate it with an eSIM.

I hope this info helps anyone who might face a similar situation in the future!

Linux

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#3280898 11-Sep-2024 10:22

I was a systems Engineer on these systems for 17+ years so have great knowledge of how they work

Prepaid numbers have migrated off Surepay since I left so yes things have changed I bet

mjm

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#3312435 24-Nov-2024 14:27

@AdamGZ sorted my reactivation almost effortlessly. Can't thank him enough!!!

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