iTalk Local Numbers

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willnz

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#112068 21-Feb-2008 12:58

Yes, IPMS (Industry Portability Management System) which I believe is run by the TCF (Telecommunications Carriers Forum). Slingshot should be able to give you a date, if they don't, ask to speak to someone that actually knows what they're talking about directly.

ajobbins

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#112073 21-Feb-2008 13:10

willnz: Yes, IPMS (Industry Portability Management System) which I believe is run by the TCF (Telecommunications Carriers Forum). Slingshot should be able to give you a date, if they don't, ask to speak to someone that actually knows what they're talking about directly.

Today is the 4th working day since the change was requested. I phoned just now and spoke with "Tee" on their tech helpdesk who has advised me my number port was "Approved" yesterday and should be completed within 24-48 hours from when it was approved. He said he had IPMS open on his screen but all it was showing was "Approved", no date or time or anything.

The iTalk forums state the following:
iTalk Forums Forum Index -> Announcements -> Number portability FAQ

6. Q: How long does the whole process take from creating the ticket to closing the port?

We need 2 working days notice to request the port change. Then, on the day of the port in it takes approximately 4 hours to complete the move. The customer should not experience any down time as we create the line parallel to to the existing one.

Tee advises me that the website is wrong, and in fact it takes 2-3 days to "Approve" the port, and then about 24-48 hours for "All the other providers to accept the port and update their systems" before they can action it at their end. I challenged this and am now waiting for a call back from "Mel" in their activations team sometime after 2.30pm (I'm about to head into a meeting).

Slingshot staff really need some training on this one. I will be escalating this if I don't have some firm answers by 4pm.

willnz

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#112078 21-Feb-2008 13:29

The timeframe the losing provider is given to respond to the gaining providers request I believe is 24 hours. According to the TCF, the earliest RFS date that should be given is two days. This allows some time for processing etc, and yes, it may take a while for other providers to route properly (though that should be automagic, surely.) Sadly, the maximum time frame specified by the TCF is 30 days, so they're well within the specified time frames still.

If they can't do it in 2 days, they shouldn't be advertising that they can, end of story.

richms

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#112082 21-Feb-2008 13:39

Even if you do make a ticket for something by using the form on the web you never get updates or anything. I found out my static IP was added after someone asked me if I knew I had it when calling about something else, and I found out that my ticket for interleving removal was accepted only when I saw it gone from the router.

To date I have not had a single update on any ticket in their system emailed to me. So dont go expecting too much in the way of communication about your port process, it will just happen one day and you will not hear a thing from them if my experiances are to go by.

Richard rich.ms

nzbnw

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Spark NZ

#112204 21-Feb-2008 23:02

adamj: Before I call slingshot back again today, am I right in saying that when a number port is requested, a time is scheduled for that to take place in some kind of centralised system?

Yes, the system is called IPMS, which is run via the ComCom.

nzbnw

ajobbins

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#112259 22-Feb-2008 11:15

Spoke to 3 different people yesterday, including a supervisor and all advised me they did not have access to IPMS. The person who was supposed to ring me back (Who never did) is the person with IPMS access. When she never called me back at 2.30 as arranged I tried to call her (At 3.30) and was told she was busy, and would definately call me back by 5pm. At 5.30 I had no call so called and spoke to a supervisor (Again, no IPMS access) who said she would make sure that the person who was supposed to call me called me first thing this morning, again, no call.

Also, when I rang yesterday I was first told that my number port was "approved" Wednesday, later in the piece I was told that in fact it was only approved that day. The customer link with Telecom is still fully active, I just tried it now.

All I want from them is some information, but its turning out to be harder than getting blood from a stone. This experience is really showing the weakness of their customer support. 'Slingshot', you have posted in this thread so there is a good chance you will read this. How about taking the initiave to PM me and try and help me get this sorted once and for all. I'm sick of calling you, waiting on hold forever, and then getting nowhere.

willnz

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#112260 22-Feb-2008 11:24

It's actually quite shocking a company can function this way. When I was at Orcon, if someone on the helpdesk didn't call someone back/email someone back and they'd promised to do so, a reasonable fuss would be made by the team leaders/management if the incident came out in the public arena and/or if they found out about it another way (ie the customer called them directly)

That Slingshot can not even reply to emails (sometimes forever), and that hold times are continuously HUGE, really does amaze me.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

ajobbins

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#112277 22-Feb-2008 12:40

I've sent Slingshot several emails in the past in regards to the format of Caller ID on iTalk. It's not something they can 'action', it was a question, that required a response, but I never ever get one.

I even called the helpdesk to ask about the status, and was informed that they do not even have access to the ticket system where the tickerts are logged. (I wonder who is supposed to answer them...)

ajobbins

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#112308 22-Feb-2008 15:21

I called again (After still recieveing no follow up) and the guy I spoke to (Alan) I think was able to advise me that the port has been scheduled for, and approved by Telecom, for Monday the 25th. FINALLY someone who knows something! That really shouldnt have taken close to ten phone calls and a whole lot of BS to get to. I wonder if I will ever get that call from 'Mel'?

ajobbins

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#112913 25-Feb-2008 13:03

Number finally ported this morning. Even got an email from Mel to say it was done. At last

sbiddle

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Biddle Corp

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#112940 25-Feb-2008 14:18

adamj: I've sent Slingshot several emails in the past in regards to the format of Caller ID on iTalk. It's not something they can 'action', it was a question, that required a response, but I never ever get one.

I even called the helpdesk to ask about the status, and was informed that they do not even have access to the ticket system where the tickerts are logged. (I wonder who is supposed to answer them...)

The format of the CID sent by iTalk is technically correct even if it is annoying.

ajobbins

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#112941 25-Feb-2008 14:22

While it may be correct, its totally different from every other NZ provider I have used.

It's especially annoying as we have VFX and iTalk on the one device, so you cant redial a missed call or anything back our off VFX line that came in on the iTalk, and we have to have 2 phone book entries for everything to get the caller ID to display the name on incoming calls. Grrr

willnz

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#113018 25-Feb-2008 18:57

What's the format? 06493601234 kind of thing?

ajobbins

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#113020 25-Feb-2008 19:02

64XXXXXXXX

richms

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#114022 2-Mar-2008 00:18

My cordless makes it 006421xxxxxx so I can just redial from it fine - names dont match but I cant be bothered with speeddial since it takes longer to get the number from a list then to type it in.

Richard rich.ms

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