Conversant Migration FAQ
Posted by Logan Jessop on 23 March 2021 06:23 AM
Why are the Conversant services being merged with Voyager?
Conversant was acquired by Voyager Internet in 2017. As Voyager continues to strive for excellent voice service, we are shutting down our legacy platforms to allow all customers access to the latest technology and newest features we have to offer. Taking pride in providing a quality, homegrown Kiwi service, Voyager’s philosophy stresses the importance of an excellent customer experience – which we can provide best by having all customers on the same platform for voice, billing and support.
Will this affect my service?
The migration from the Conversant platform to the Voyager platform will happen overnight and we expect most devices to automatically connect to the new platform. There may be some devices which will not connect automatically and in these cases we recommend a reboot of the router.
All codes, PIN’s and number dials will remain the same.
Will I still have access to the Conversant Portal?
The Conversant portal will no longer be accessible from the date of migration. There will be a similar portal you will be able to access on the Voyager platform – however, the functions and features available may be different to what you are used to.
The platform will be accessible using your existing credentials at portal.voice.isx.nz after the migration has occurred.
If you have any questions or concerns around potential functionality, please email email@example.com
Will my plan or pricing change?
Yes, there will be a few things that change for you, as the Conversant product will no longer be active. This will mean changes to the pricing, billing and service that you currently use. For customers paying $15 or less per user, the new pricing below will apply:
There will also be a change in call costs as below (comparison included between current Conversant pricing as well):
Calling bundles will also be available with the move to Voyager, a selection of which are details below:
Additional Calling Bundles
International calling bundles apply to calls to our 40 most-called destinations. You can see the full list of included destinations here.
For customers who do not pay for calling (i.e., have an all-inclusive plan), the pricing as below will apply:
If you would like to confirm what pricing you will be on or to move to a different plan, please contact our billing team.
Are there any charges to make account changes?
You will be assigned a new Voyager Account Code – this is the same as your old Conversant account number, with a 9 in front.
What will happen with my Invoice?
All invoicing will be handled through the Voyager billing engine – this will mean Voyager branded invoices. There will also be a new bank account that invoices should be paid into.
From the 1st of April, you will receive your monthly invoice dated the 1st of each month via Voyager billing services, with payment due on the 20th of the month.
For most customers, this will mean a change to the billing date that you currently receive through the Conversant branded platform. However, to provide the best possible service, aligning with Voyager's standard billing practices will allow us to better service your accounts in the future.
This will mean that your March invoice will most likely be a part-month invoice to align your invoicing with the 1st of the month come April. A customer with a billing date of the 15th for example will receive a March invoice billing services only until the 31st of March (rather than the usual 14th of April).
Invoicing cycles will change to align with the Voyager invoicing cycle where invoices are sent on the first day of the billing period, with payment due on the 20th day of the billing period.
What will happen with the existing payment method I have set up?
Any current direct debit or credit card charging you had previously set-up with Conversant will no longer be active. You can set-up charging via credit card or direct debit via the Voyager website – we will contact you when this is ready to be done.
Manual payments and any new payment methods will need to be updated. Details of our account will be included on your invoice.
We also offer Direct Debit as a payment option. You can register for this once you receive your first invoice from us.
What will happen with my outstanding Conversant balance?
Part of the migration will also include the migration of any outstanding balance on your account from Conversant to Voyager. This will mean any balance going forward can be paid into the Voyager bank account. In the event of overdue balances, you will also receive automated reminders from Voyager to remind you of these balances.
What are the new firewall requirements?
The new platform has all infrastructure managed by Voyager, which will also mean there are new IP addresses which should be authorised via your firewall (if this is applicable). If you are unsure, we would recommend forwarding the below detail to your IT provider to ensure that your phone system will continue to work as required upon the migration date.
All relevant technical details around the migration can be found here on the Voyager Knowledge Base.
You can continue to ring 0800 4 SPEED or email firstname.lastname@example.org.