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5 posts

Wannabe Geek


Topic # 108861 7-Sep-2012 08:48 Send private message

I called up to Sign up for home phone and broadband approx. first week of August for connection to start on 14th September 2012.

Spoke to a guy who signed me up and I wanted to choose the phone number but he said provisioning team will contact you in couple of days.

1 day later I received a text advising that the address already has activate line and Vodafone needs wait till that line is deactivated.

I then spoke to Vodafone provisioning team who advised me that they don’t have ability for me to choose the phone number, the csr who signed me up should have given me an option and they would get someone to call me back. No callback for 2 days.

When I called back after 2 days found out that the person signed me up at wrong address instead of. At the time of sign up I did correct him 3 times to which he said he is using correct address.

This time the new person signed me up correctly but was hesitant to offer me my choice of number which he eventually let me do that. I choose the phone number. All is well now that is what I was thinking.

After few days on 6th September close to connection time I receive an sms from Vodafone advising me that my new number is this which totally different then what i choose. The CSR advises me that because my new address falls under Red Network I can’t have as it’s a wholesale number. Because they couldn't provide me that number they just choose a phone number for me but If I want the original phone number i will have to Pay 106$.

He asked me if he can place me on hold and few minutes later I realised I am now being transfer to Broadband support without advising me.

I spoke to TL from Support, he basically said when they sign you up they don’t guarantee you a phone number even though they reserved a number.

At the end they were happy to cover those 106$ charges but I advised them that I don’t care if you assign me a number from Red Network but I would like to choose the number which can be remembered easily. To which he confirmed that I will be asking a CSR to call you back with few options within 1 hour. It is almost 24 hours with no call back.

This has been really frustrating sign up before even my services are up and running. I am seriously thinking of changing my mind and go to orcon or telecom.

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411 posts

Ultimate Geek


  Reply # 682679 7-Sep-2012 09:22 Send private message

tapanm: I called up to Sign up for home phone and broadband approx. first week of August for connection to start on 14th September 2012.

Spoke to a guy who signed me up and I wanted to choose the phone number but he said provisioning team will contact you in couple of days.

1 day later I received a text advising that the address already has activate line and Vodafone needs wait till that line is deactivated.

I then spoke to Vodafone provisioning team who advised me that they don’t have ability for me to choose the phone number, the csr who signed me up should have given me an option and they would get someone to call me back. No callback for 2 days.

When I called back after 2 days found out that the person signed me up at wrong address instead of. At the time of sign up I did correct him 3 times to which he said he is using correct address.

This time the new person signed me up correctly but was hesitant to offer me my choice of number which he eventually let me do that. I choose the phone number. All is well now that is what I was thinking.

After few days on 6th September close to connection time I receive an sms from Vodafone advising me that my new number is this which totally different then what i choose. The CSR advises me that because my new address falls under Red Network I can’t have as it’s a wholesale number. Because they couldn't provide me that number they just choose a phone number for me but If I want the original phone number i will have to Pay 106$.

He asked me if he can place me on hold and few minutes later I realised I am now being transfer to Broadband support without advising me.

I spoke to TL from Support, he basically said when they sign you up they don’t guarantee you a phone number even though they reserved a number.

At the end they were happy to cover those 106$ charges but I advised them that I don’t care if you assign me a number from Red Network but I would like to choose the number which can be remembered easily. To which he confirmed that I will be asking a CSR to call you back with few options within 1 hour. It is almost 24 hours with no call back.

This has been really frustrating sign up before even my services are up and running. I am seriously thinking of changing my mind and go to orcon or telecom.


Word of advice.. dont go to Orcon, they answer your phone within a minute when you want to sign up but then when its for something afterwards, you ofcourse choose a different option with the voice prompts and thats when the actual wait kicks in and that is normally not less than half hour (personal experience).

I would advice you talk with Telecom. I did and I was able to choose a number that was easy to remember and also the CSR was too helpful.

Also telecom have some really good homeline + broadband options

16324 posts

Uber Geek
+1 received by user: 1330

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Vodafone NZ

  Reply # 682685 7-Sep-2012 09:27 Send private message

Hi tapanm

Can you please PM your account number / phone number and I will get someone to contact you and help you further

John






5 posts

Wannabe Geek


  Reply # 682801 7-Sep-2012 13:20 Send private message

Thanks to John. Looks like the issues will be fixed once I am connected.

114 posts

Master Geek
+1 received by user: 72

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Vodafone NZ

  Reply # 682804 7-Sep-2012 13:25 Send private message

Hi Tapan

Good to talk to you today, thank you for your understanding. As discussed I'll follow up with you after the line has been provisioned and we'll be able to sort out the reserved number them.

Cheers

Dylan



5 posts

Wannabe Geek


  Reply # 696210 4-Oct-2012 16:08 Send private message

Awesome news on the sign up front...
I received my first invoice and guess what they have signed me on up incorrect pricing plan...
I was suppose to get billed 75$ month and now the invoice is showing up 90$ a month.
I am have again been given run around over the phone.

Another total waste of time it seems my biggest mistake to sign up with Vodafone. Unfortunately I am stuck with them 1 year else they will charge me 199$ ETC. I can't wait for this 1 year to get over.

16324 posts

Uber Geek
+1 received by user: 1330

Trusted
Vodafone NZ

  Reply # 696211 4-Oct-2012 16:14 Send private message

Are you sure the first invoice does not have part month charges that makes it $90?

I am guessing




746 posts

Ultimate Geek
+1 received by user: 96

Subscriber

  Reply # 696212 4-Oct-2012 16:14 Send private message

I've gone to and from Vodafone a couple of times over the last few years. Every time they've stuffed up the provisioning but once they've gotten the service sorted they've been rock solid and excellent speeds.

Their call centre for technical issues is pretty decent as well. Orcon were the opposite, great service signing up but poor speeds, especially at night.

16324 posts

Uber Geek
+1 received by user: 1330

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Vodafone NZ

  Reply # 696214 4-Oct-2012 16:17 Send private message

Why not PM Dylan here on Geekzone and ask him about the first invoice?




411 posts

Ultimate Geek


  Reply # 696215 4-Oct-2012 16:17 Send private message

Handle9: I've gone to and from Vodafone a couple of times over the last few years. Every time they've stuffed up the provisioning but once they've gotten the service sorted they've been rock solid and excellent speeds.

Their call centre for technical issues is pretty decent as well. Orcon were the opposite, great service signing up but poor speeds, especially at night.


Not just poor speeds with orcon but when you try to get hold of them after you have signed up, it takes ages for them to answer the call. But thats something totally different with vodafone. When I was with them and if/when called them, the wait time was very minimal.


16324 posts

Uber Geek
+1 received by user: 1330

Trusted
Vodafone NZ

  Reply # 696218 4-Oct-2012 16:23 Send private message

Vodafone have also added a new home line and broadband offer today called Mint Pack $75 month






5 posts

Wannabe Geek


  Reply # 696222 4-Oct-2012 16:25 Send private message

Hi John

The total cost is 192$ and the plan pack is 90$

I have been on the phone for over 40 Min with Cust Serv. Now I am waiting for a callback.

114 posts

Master Geek
+1 received by user: 72

Trusted
Vodafone NZ

  Reply # 696257 4-Oct-2012 16:58 Send private message

I see this is being sorted out for you now.





5 posts

Wannabe Geek


  Reply # 696270 4-Oct-2012 17:05 Send private message

I was promised a call back before 5.00 PM on 4th Oct. nothing so far... Not being fussy but if you are working on something you at least keep the customer informed.

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