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8221 posts

Uber Geek

Subscriber

  # 455895 6-Apr-2011 12:56
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freitasm: You shouldn't be doing anything. Your new ISP (Vodafone) is the one who should be doing all the contact and fixing the situation.


You beet me to it.   As Freitasm said the new ISP always  takes care  of the old  services..




Regards,

Old3eyes


383 posts

Ultimate Geek


  # 455897 6-Apr-2011 13:14
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If it is an existing connection taken over by VF then it is our responsibility to notify TCNZ that we have taken this over.

Typically if there is a break down in this process on either TCNZ end or VF end TCNZ from what I have experienced TCNZ are pretty reliable at correcting billing once they have the notification.
Obviously I can't make promises around TCNZ billing as I don't work for them.

If however VF have not taken over an existing connection and instead installed a new connection regardless of whether this is a mistake on VF's part or not they are not authorised to close the other service at the premesis.

If you want you can PM Tim.C at forums.vodafone.co.nz and I will be happy to check up on this. You should be able to see that user is marked as a VF employee on those forums.




Please note: I have a professional bias towards Vodafone.

 
 
 
 




72 posts

Master Geek


  # 455899 6-Apr-2011 13:18
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freitasm: As advised before, this is something that you should always take up with your new provider.

The way things work your line would have been moved by Chorus. Your previous broadband provider is Telecom, technically (and as required by law) a separate company.

If anything is not done right then your new provider is the one who must support you, request checks be done and make sure the whole process is completed correctly.

If their first request for transfer wasn't correctly filled, it'd be possible Chorus acted a line transfer, but Telecom doesn't even know something has changed, truly believing they still have your account.






This might be the case. Chorus has done the work but Telecom didn't see the status is changed.

I was told that Vodafone's provisioning team manager will be talking to Telecom. At this stage, Telecom is aware of disconnection order on 25 March so Vodafone did put through the disconnection request for me from DAY ONE but Telecom insisted that Vodafone hasn't done the transfer. (Even when my Telecom line is disconnected physically and the broadband username and password has also been disabled.)

Still awaiting update.



72 posts

Master Geek


  # 455907 6-Apr-2011 13:31
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Jaxar: If it is an existing connection taken over by VF then it is our responsibility to notify TCNZ that we have taken this over.

Typically if there is a break down in this process on either TCNZ end or VF end TCNZ from what I have experienced TCNZ are pretty reliable at correcting billing once they have the notification.
Obviously I can't make promises around TCNZ billing as I don't work for them.

If however VF have not taken over an existing connection and instead installed a new connection regardless of whether this is a mistake on VF's part or not they are not authorised to close the other service at the premesis.

If you want you can PM Tim.C at forums.vodafone.co.nz and I will be happy to check up on this. You should be able to see that user is marked as a VF employee on those forums.


Hey, thanks for your offer. I have been talking to someone on the connection team in Vodafone and she seems to be nice and kind to help. I think I will leave this to her at this stage and await her update as she promised to ring me back for a result today.

I am sure the line is with Vodafone now since I can see the broadband usage metre is running in my VF account. What I got annoyed is that such seems to be a problem between carriers to deal with but this fall onto me as a customer and I have been paying a double bill at the moment.

What I can say is, something must have gone wrong, either at VF or TCNZ.



72 posts

Master Geek


  # 456478 7-Apr-2011 16:58
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I think I would have to update this.

It looks like both Vodafone and Telecom has done something wrong in my case.

First, Vodafone didn't close the switch order correctly.

Second, Telecom's billing system does also have issue so I was told the problem will be looked at by their complex team now.

1 post

Wannabe Geek


  # 462428 26-Apr-2011 12:42
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Any update on what happened?



72 posts

Master Geek


  # 463179 27-Apr-2011 23:56
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Cocoflame: Any update on what happened?


Sorry I think I should keep this updated.

Eventually, after 1 month now.

Vodafone credited me $80 for their fault of not switching over the line properly.
The billing issue as said above being looked after by Telecom's complex team, has been resolved now as I can see those numbers are removed from my telelcom account.
Telelcom has charged a full month rental though but the call centre lady told me they would credit me from the day that Vodafone sends through the completion of line switch-over request on the next billing cycle.

Thanks for everyone's help, indeed.

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