[Snap] Phone line didn't get transferred, line closed and I have to pay for a new one?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Phone line didn't get transferred, line closed and I have to pay for a new one?

redeye52

118 posts

Master Geek

#144141 8-May-2014 14:40

I transferred over my broadband and phone to Snap on the 1st and internet worked fine but phone didn't. I was overseas for a medical issue so had no idea until I returned yesterday that the line was not connected. Called Snap who told me they mucked up and that Chorus had "missed/overlooked my order".

Got a call just now, saying I have lost my number because I left it too long and it's been disconnected, and that I can either get a Snapplus number or pay $65 to reconnect.

I know it's my fault that I left it so long, but at the same time, it SHOULD have been connected in the first place, shouldn't they compensate somehow, if not fully then partially?
Never really wanted a voip service, hence I chose not to go that route in the first place but it's just stupid that i have to pay to get a new number (not to mention my old one was a pretty cool number which I have now lost -_- )

andrewNZ

2487 posts

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Inactive user

#1039126 8-May-2014 14:42

This is not your issue, make it their problem to solve. I'd expect to recieve what I ordered.

niallm90

123 posts

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Trusted

#1039131 8-May-2014 14:50

I had basically the same problem with slingshot. We transferred our phone to them and they didn't make the connection in time so we lost our number. We hassled them enough that they paid to have it reconnected.

Lias

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#1039136 8-May-2014 14:54

Yeah I'd pretty much demand they fix it, and if they refuse, escalate it through http://www.tdr.org.nz/

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kiwiharry

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#1039138 8-May-2014 14:55

Yes, make it their problem.

I had a somewhat similar situation a few years ago, with some mobile connections. Was helping set up a new business and went instore to a Telco to get pricing etc. Sales agent said I could pick some numbers immediately, even though we didn't want them activated for another 2 months, which would allow us to get signage and business stationery printed. So I chose 2 sequential phone numbers and signed the paperwork. I went back to the store 6 weeks later to get the Sim's and numbers activated. They'd released one of the numbers. They ended up getting the number back to us within a few days and I understand they compensated the person who received that number.

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Dynamic

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#1039140 8-May-2014 14:57

I agree. The number will not have been reassigned yet, so just put it back on them to get sorted.

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redeye52

118 posts

Master Geek

#1039156 8-May-2014 15:16

Gave them a ring just now.

Told her I was not happy with having to pay the fee considering they told me it's not my fault and it was Chorus who missed the order and wondered if they could do anything.

She was understanding and immediately went to contact someone higher up / in the connection department to see what can be done. Will hear from them within the next day apparently D:

Also asked about the number, but it is highly unlikely they can get the number back, but that was to be expected.

Fingers crossed they get me reconnected >_<

kiwiharry

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#1039171 8-May-2014 15:25

So the number was able to be re-allocated within 7 days?

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redeye52

118 posts

Master Geek

#1039196 8-May-2014 15:49

kiwiharry: So the number was able to be re-allocated within 7 days?

Don't think so. She said I'll most likely be assigned a new one :(

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#1039226 8-May-2014 16:27

Hi Redeye52

Firstly sorry for the inconvenience caused here, I've had a look at your account and can see that we did try to contact you on multiple occasions, but note below you were overseas which may have been why we were unable to raise you before the line was disconnected (we required further information to port your number)

We have spoken to your previous provider who has agreed to reconnect your old number so that we can then port it over to Snap, our team will be in touch with you shortly to organise.

Thanks,
TheRalph

redeye52: I transferred over my broadband and phone to Snap on the 1st and internet worked fine but phone didn't. I was overseas for a medical issue so had no idea until I returned yesterday that the line was not connected. Called Snap who told me they mucked up and that Chorus had "missed/overlooked my order".

Got a call just now, saying I have lost my number because I left it too long and it's been disconnected, and that I can either get a Snapplus number or pay $65 to reconnect.

I know it's my fault that I left it so long, but at the same time, it SHOULD have been connected in the first place, shouldn't they compensate somehow, if not fully then partially?
Never really wanted a voip service, hence I chose not to go that route in the first place but it's just stupid that i have to pay to get a new number (not to mention my old one was a pretty cool number which I have now lost -_- )

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redeye52

118 posts

Master Geek

#1039262 8-May-2014 16:55

Yes, my apologies, I was supposed to stay in NZ during the holidays, but my parents decided to send me overseas as the doctors here were unable to figure out the problem.

Thank you very much for your reply, I will await further contact.

RalphFromSnap: Hi Redeye52

Firstly sorry for the inconvenience caused here, I've had a look at your account and can see that we did try to contact you on multiple occasions, but note below you were overseas which may have been why we were unable to raise you before the line was disconnected (we required further information to port your number)

We have spoken to your previous provider who has agreed to reconnect your old number so that we can then port it over to Snap, our team will be in touch with you shortly to organise.

Thanks,
TheRalph

redeye52: I transferred over my broadband and phone to Snap on the 1st and internet worked fine but phone didn't. I was overseas for a medical issue so had no idea until I returned yesterday that the line was not connected. Called Snap who told me they mucked up and that Chorus had "missed/overlooked my order".

Got a call just now, saying I have lost my number because I left it too long and it's been disconnected, and that I can either get a Snapplus number or pay $65 to reconnect.

I know it's my fault that I left it so long, but at the same time, it SHOULD have been connected in the first place, shouldn't they compensate somehow, if not fully then partially?
Never really wanted a voip service, hence I chose not to go that route in the first place but it's just stupid that i have to pay to get a new number (not to mention my old one was a pretty cool number which I have now lost -_- )

Dynamic

3867 posts

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#1039263 8-May-2014 16:57

RalphFromSnap: We have spoken to your previous provider who has agreed to reconnect your old number so that we can then port it over to Snap, our team will be in touch with you shortly to organise.

Thanks,
TheRalph

Nice one Snap... an excellent save!

“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

Referral links to services I use, really like, and may be rewarded if you sign up:
PocketSmith for budgeting and personal finance management. A great Kiwi company.

redeye52

118 posts

Master Geek

#1039266 8-May-2014 17:00

Nice one Snap... an excellent save!

One of the reasons I love Snap >:) Excellent customer service and support. Was literally jumping up and down when I saw they could get the number back xD

redeye52

118 posts

Master Geek

#1043127 13-May-2014 16:24

Didn't receive contact at all. Had to call up myself to see what was happening only to be told that they didn't put in the order cause it was me notified them that the phone was not working and not my father (the account holder who's still overseas). Only reason it was put under his name was because I was under-aged and despite paying for the bills myself and actually I created the account I can't get any account info.

Now they expect my father to call from overseas to "authorize me", when it takes at least 10 mins to get through to a person + his poor english skills will take forever to explain the issue = expensive phone bill for overseas calling to set up the phone that should have been connected in the first place.

Darn these rules -_-!