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1827 posts

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Topic # 43425 19-Oct-2009 23:44
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I live on the North Shore in Auckland and have a residential connection with Slingshot on TNBT plan which includes a home phone line.

I noticed that when I made toll calls, I didn’t need to dial the area code before the 7 digit number. This means, I can never tell if I’m making a toll call or a local call.

I made a test toll call to MAHURANGI TECHNICAL INSTITUTE by only dialing 425 8493 . The call is connected and is charged as a toll call, despite the fact I never dialed the area code (09)

This happened on several occasions last month and the fact is, if I knew these calls were toll calls, I wouldn’t have spoken for as long as I did

Telecom NZ have always played an automated message to callers if they attempted to dial a toll number without the area code. The message would tell them that they were attempting to make a toll call and if they wanted to complete the call, to hang up and redial the number with the area code in front of the number

Is Slingshot in the wrong here or are they able to connect toll calls through without an area code entered? Surely there are some ethical telecommunication guidelines, if not legal guidelines that telecommunications companies have to abide by? I would expect this to be one of those guidelines

This has been briefly discussed on the Slingshot forums but I thought I’d bring it out to the masses as I haven’t received an official word from Slingshot through their forums. I attempted to ask a CSR about the issue but it was obviously way over their head and they had no idea what I was talking about. The CSR’s recommendation was to check each number I dialed through the local directory to find out if it’s a toll call or not.

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1815 posts

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  Reply # 265356 20-Oct-2009 16:10
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Have they dropped the 0x code for other regions too? Sounds really bad to me, they have broken the way the phone works ie, on 0x code = no fee! such a simple system.

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Slingshot

  Reply # 265609 21-Oct-2009 11:39
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Thanks for the feedback, this is currently under investigation.

Please contact our tech support team so they can log it as a fault.





 
 
 
 




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  Reply # 266956 26-Oct-2009 18:00
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Just confirming that Slingshot’s network operations teams are now aware of this issue and it will be a major fix to get it sorted. They have scheduled it in as a design and build project and there is no timeframe on when it will be fixed however Slingshot did say in their voicemail message that if more customers raise this issue with them, they will fix the issue quicker.

So to conclude, at the moment it's not fixed but it will be fixed.

 

Thanks for getting back to me Slingshot, good stuff :)

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Master Geek
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  Reply # 274672 20-Nov-2009 09:51
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I found a similar problem with Red Network (VF) in 2008 not long after the Red Network was launched.

I wrote about it on the VF Forum http://forum.vodafone.co.nz/topic/351-watch-out-for-toll-charges-no-warning-message-and-no-area-code-needed/
and Geekzone http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=26344 .

I also had several discussions with Paul Brislen and was phoned several times by one of the VF Complaints managers who said that a solution was being worked through and that he would contact me when it had been implemented - the last time he phoned me was earlier this year and I have still not heard whether the problem has been fixed.

Are you on VF Red via Slingshot?




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  Reply # 274674 20-Nov-2009 09:57
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Yes i'm on The Next Big Thing plan which is run over Vodafone's Red Network.

I guess it appears to be a Vodafone issue then, i'm glad Slingshot have contacted me and advised that it is (now) a known issue, but i'm still frustrated that i can't tell if a call i'm making is a toll or not!

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