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9 posts

Wannabe Geek


Topic # 55258 27-Dec-2009 11:28
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Hoping someone can help me with what I would consider a simple problem, but according to Vodafone, it's too technical to explain to me and it can't be done.


I own two phones/numbers one is an iPhone on account (Post-paid) and the other is a Nokia on Pre-paid (which my partner uses).


Heres the issue, I bought a second iPhone, for my partner to use and decided to move that number from Pre-paid to the existing account so I have one account to pay. Simple right?


Despite having bought the phone and completed all the paper work, they now say it can't be done :(


Apparently you can not move a Pre-paid number onto an existing account! You must set up a new account. Why should I have to manage to separate accounts for my own phones?


Their website fails to mention this and apparently the retail store didn't know either, but Vodafone customer services said it can't be done when they went to switch it.  http://www.vodafone.co.nz/plans/switching-plans.jsp


So I thought how about we set up to separate accounts, and merge them later, but you cant do that either!


I have told them to hold off on the switch as I don't want to be locked in to anything. In the mean time the Pre-pay card is in the second iPhone and will be getting expensive casual data charges :(


The only solution to having one account, is a new number, and that is not acceptable to me. If I was doing that I might as well switch providers at the same time. 


ANY suggestions?


Shane.

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  Reply # 285411 27-Dec-2009 12:43
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John knows a lot about this. It should be easy, but apparently it isn't.

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  Reply # 285450 27-Dec-2009 16:26
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Briggsy: 

The only solution to having one account, is a new number, and that is not acceptable to me. If I was doing that I might as well switch providers at the same time. 


ANY suggestions?



Shane.


If vodafone has no solution to this, what you can do, go to Telecom, open a new account and port both numbers (including the 021 prefix). Now you can have both phones under the same account and enjoy the 97% 3G coverage with the 850/2100 mhz band. Cool





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Master Geek


  Reply # 285452 27-Dec-2009 16:29
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If you PM me your details e.g. phone number, order number i can have a look for you.
I work at Vodafone in chch.
Dont post your details in public.

It sounds weird that they couldn't do it, a simple number flex should fix it.

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  Reply # 285466 27-Dec-2009 17:45
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Key thing here also is... is it the Vodafone retail store, or First Mobile/Digital Mobile Vodafone Reseller store?

My experience is that the non-official Vodafone retail store staff are usually less-knowledgable than the official retail store's ones.




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Wannabe Geek


  Reply # 285473 27-Dec-2009 18:24
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It was a retail Vodafone store. It seem to cause a lot of issues. The store put it through and then it said they needed approval for "title change", and I as the customer had to call Vodafone customer services to arrange it. I thought that was pretty poor service to be honest, but anyway....

1st call to Vodafone customer services I was told that no approval was needed, this is only for business not general public. So I told the store and they said they couldn't do anything until I had it.

2nd call to customer services and I was told I did need approval, but because my partner uses the Pre-pay phone they couldn't help due to the Privacy Act. This is despite the fact I own the phone and the SIM, and I gave him the pin numbers required.

3rd call to customer services I was told they could do a change of title as the Pre-paid has no registered names and as I had the pins, I was the owner. However they said I didn't need a "change of title" as I was the owner of the Pre-paid and account.

At that point I told the store to sort it out, no point me bing the middle man. They said it was sorted, but once they submitted the request, there was an error. They were told it was not possible to do it.

So in this case, it seems everyone is less knowledgeable.

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  Reply # 285495 27-Dec-2009 21:25
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lol, sounds a little bit like left hand doesn't know what the right hand is doing, really...

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  Reply # 285501 27-Dec-2009 22:38
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Send johnr a PM (not sure if John get's a break!) otherwise I would suggest that if it's all too hard for VF, then you might want to consider another carrier.

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  Reply # 285517 28-Dec-2009 00:06
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JohnR is on holiday for 3 week.




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  Reply # 285523 28-Dec-2009 02:39
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guess its time to look at the alternate carrier that is better suited to your 3g device in that case...




Richard rich.ms

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Master Geek


  Reply # 285538 28-Dec-2009 08:28
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Im looking in to it...

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Reply # 285656 28-Dec-2009 17:21
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chiefie: JohnR is on holiday for 3 week.



Out of VF coverage? 


Seriously I hope VF, Paul and co got him a big Christmas present this year!


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  Reply # 285682 28-Dec-2009 19:07
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I have just read the op on my phone and think i have this correct and what you want to do can not be done at this stage. The prepay to postpay connection has to have its own account number. I am on holiday and will explain more another day.

John

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  Reply # 285721 28-Dec-2009 21:37
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What about if you have a phone number from another provider?

Can you pick up a 2degrees SIM port your voda number to them, then go back to voda and get the number ported to the voda account you want?

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  Reply # 286100 30-Dec-2009 16:53
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This can't be done in store, but if I remember correctly you can set up a new account (Using the same name etc) and get them "Merged"




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  Reply # 286102 30-Dec-2009 17:08
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What you are trying to do can be done I have done it at least 4 times.

its pre to post number flexibilty

The problem is that the reps in the stores can't do the authorisation and the csr's who can, don't know what they are doing.

just call 777 from your prepay and tell them you want to record a number "transfer authorisation".

The important part is that they have the same name as on your existing account recorded as the gaining customer.

Once this authorisation is loaded then the rep in the store can do a number transfer as normal onto your account.


If they start saying it can't be done, try tell them you are moving the prepay number onto your business account, and give them your name as the business account name. This is usually enough for them to click to what you are trying to do.


While it seems like a pain, its better than vodafones old system of filling in a form then they would fax it to the wrong deptarmant, who would take a month to deliver it to the right one to action.


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