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35 posts

Geek


Topic # 67015 26-Aug-2010 21:04
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After signing up for Slingshot's All You Can Eat plan, I set up Slingshot webmail and I was encouraged by the posts in this forum of people getting connected early..alas not us.

The date that came up on my Visibill was the 23rd of August, which came and went, and I noticed at the bottom of the login page, there was a link to broadband status: Rejected;Data Re-entry.

I phoned the helpline:

You don't have broadband...yes I do, i'm on Broadband 3 with vodafone/ihug...OK.
Are you sure you have a landline?...Yes, we're talking on it now.
OK, we'll re-submit your details.

The next evening, they rang and said they had re-submitted my details and said that Telecom rejected saying that my phone number didn't match my address, afterwards broadband status: Pending

The next morning, broadband status: Rejected: Data Re-Entry.  I thought it was odd that Slingshot was asking Telecom to change my vodafone account... I remembered I had a similar problem when I signed up for Vodafone in 2006.

The next evening I rang Vodafone help to see whether they had any notes when I signed up and I struck a very nice guy that dug through the records and gave me another possible address to try.  I phoned Slingshot and they said they would forward to "Provisioning" or something like that. Broadband Status:  Rejected: Data Re-Entry.

24 hours later.  No change, no contact from anyone....Rejected: Data Re-Entry.

Has this happened to someone else?  If so, what did you do?

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243 posts

Master Geek
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  Reply # 373742 27-Aug-2010 20:36
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Hi, part of the requirement of signing up people with Telecom Wholesale's UBA service is that the phone number must match the address as telecom have it., which may not necessarily be what the address really is according to you, slingshot, google, nzpost, gensis energy, your local city council etc the list goes on. This of course causes a great deal of mismatches which ultimately requires human interaction, and potentially customer involvement to solve. Rural areas are hit particularly hard by this issue as roads can be listed as state highways (even though they have a name), change names as they enter and exit towns and have incorrect or missing suburb/postcode information. High density areas also suffer as they tend to have unit/sub description (A, B, C, D) information which varies greatly between utility providers. This problem is not specific to slingshot, any ISP who signs up customers from next Wednesday has to ensure that the address and line numbers match exactly as how telecom have them.

Do you live in an apartment, rurally, edge of a suburb, new suburb, an A/B/C/D etc or somewhere that would cause any kind of address anomaly?




35 posts

Geek


  Reply # 373748 27-Aug-2010 20:52
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scottr,

Thanks for the quick response. Yes, Rural and street numbers weren't used when I originally set up the telephone line in 1994. Can I query the Telecom database and get the physical supply address? Can I ring them? If so, I wonder who to ask....

"Hi, I'm not a Telecom customer but could you help me switch from Vodafone to Slingshot?"

Any ideas appreciated.

4 posts

Wannabe Geek


  Reply # 373752 27-Aug-2010 21:01
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All you can eat is so slow, wish i had stayed with telecom

243 posts

Master Geek
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  Reply # 373756 27-Aug-2010 21:18
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TeWharau: scottr,

Thanks for the quick response. Yes, Rural and street numbers weren't used when I originally set up the telephone line in 1994. Can I query the Telecom database and get the physical supply address? Can I ring them? If so, I wonder who to ask....

"Hi, I'm not a Telecom customer but could you help me switch from Vodafone to Slingshot?"

Any ideas appreciated.


Unfortunately not really, PM me your details (phone number, login name or something) and I'll have a look. It might be simple to solve or it might not be, but I can have a look for you.

PS: I work at slingshot.

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Wannabe Geek


Reply # 373870 28-Aug-2010 10:04
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Similar situation here...
My Telecom's address has Rf-# on it but when I signed up, I could only choose #B for my address.
I PM'd scottr, and I hope he can help us outWink



35 posts

Geek


  Reply # 374544 30-Aug-2010 21:55
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Update...

Still waiting so we're up to 10 days and counting....

scottr had some good ideas and and confirmed that someone was on the case

I phoned Telecom to see whether I could get the correct address for my phone number but they said I had to be an ISP to talk to the wholesale team...DOH

I saw the link for exchange maps from another forum:http://www.telecomwholesale.co.nz/maps Fun to look up your address and see what exchange you're on, but not that helpful for my situation.

This morning, message went back to Pending... so fingers crosses.

I spoke with another SS CSI and asked about progress and she said it could be another couple of days....I explained that Vodafone charged by the month and on the 1st, I'd be up for another month. She explained that I could put my request on hold until next month and promised that the team would continue to sort out the address issues even though things were on hold.... That seemed pretty decent short term solution.

Of course she suggested the 15th of September to give 10 working days to make the switch next month!

Till next time...









625 posts

Ultimate Geek
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  Reply # 377186 6-Sep-2010 16:11
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I had very similar issues with Slingshot, they argued with me till I gave up that I didn't have a physically connected phoneline. After waiting two weeks and hearing nothing from them I decided they were a bunch of halfwits and took my business elsewhere, best decision I ever made. They've recently sent me a bill for the rental of their modem, fat chance they're gonna get any money out of me for their appalling service.

Called up Telecom and they had the phoneline connected within 30 minutes and Xnet had the internet up and running within 2days.



35 posts

Geek


  Reply # 378051 8-Sep-2010 22:13
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Another Update

My wife noticed the status had changed on our slingshot homepage tonight so I phoned SS and the CSR confirmed that the phone number problem with telecom wholesale had been resolved.

Shortly after the phone call I got an email saying they are targeting the 16 Sept as the activation date (day after the "put on hold until" date)

Part of me wants to move the hold date towards the end of the month so I'm only double paying a couple of days. The other part thinks it will take them the whole 15 days to switch over.

We'll see.


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