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  Reply # 975845 28-Jan-2014 13:25 Send private message quote this post

Great @NikT thanks for clearing that up,




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  Reply # 975848 28-Jan-2014 13:28 Send private message quote this post

Thanks @NikT

Goes for all flick me a PM too and you will be sorted.




All comments are of a personal view and are not that of Vodafone NZ.
If you need help related to a Vodafone product or service feel free to message me and ill do my best to assist you.

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  Reply # 975873 28-Jan-2014 13:55 Send private message quote this post

How long should Chorus take to call and arrange a time to get this set up. Further to this, how long should it take to get the modem couriered out to me?

When I was talking with Telecom last year (for a different business line) it happened the next day. I am just wanting to know if I should be calling Vodafone again or waiting a bit longer for my home connection.

I'm happy to wait but the woman on the phone said i'd likely get a call on Friday...

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  Reply # 975933 28-Jan-2014 14:48 One person supports this post Send private message quote this post

Disrespective: How long should Chorus take to call and arrange a time to get this set up. Further to this, how long should it take to get the modem couriered out to me?

When I was talking with Telecom last year (for a different business line) it happened the next day. I am just wanting to know if I should be calling Vodafone again or waiting a bit longer for my home connection.

I'm happy to wait but the woman on the phone said i'd likely get a call on Friday...


We send modems out 3 times a day, AM, Midday and PM

The question is how long does the courier take.

For Chorus to give a time from the submission to us we will take up to 2-3 working days to send it to them from there we get it with in 4 business hours. If chorus need to call you its usually with in close of following business day of submission.

* Times are not bang on accurate but a general depiction of general time frames.




All comments are of a personal view and are not that of Vodafone NZ.
If you need help related to a Vodafone product or service feel free to message me and ill do my best to assist you.

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Geek
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  Reply # 976619 29-Jan-2014 12:41 Send private message quote this post

Rang this morning to change to VDSL. Current long term customer (since Ihug days) + on plan mobile account.
Last free modem / install was 4 years ago when we moved house. 

Complained about the cost to change, existing customers having to pay more than new customers etc.

Initial call centre person unable to help, I asked for supervisor, unable to help, forwarded me to the retention team.
(They needed prodding to do this. At each step there was no offer on their part to escalate the issue)

Initially the retention team was not willing to help saying their hands were tied, but stated there were a large
number of current customers complaining and there was some internal drama going on over the issue.

Finally offed me a fee month of internet ($99 for me) but I had to buy the modem ($99!) on a 12 month contract.

Sold!

So give it a try if you have no luck. It can be done.



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Ultimate Geek
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  Reply # 976625 29-Jan-2014 12:49 One person supports this post Send private message quote this post

I'm another longstanding Ihug customer with land line, SkyTV and mobile, all with Vodafone.

Waited 20 minutes to speak to a real person yesterday.

I didn't complain about costs/charges and arranged for upgrade to VDSL.

I now just await a phone call to arrange for a tech to come out home with new modem

Anyone want to buy a used Linksys WAG320N in perfect working condition?




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  Reply # 976642 29-Jan-2014 13:17 Send private message quote this post

Zippity: I'm another longstanding Ihug customer with land line, SkyTV and mobile, all with Vodafone.

Waited 20 minutes to speak to a real person yesterday.

I didn't complain about costs/charges and arranged for upgrade to VDSL.

I now just await a phone call to arrange for a tech to come out home with new modem

Anyone want to buy a used Linksys WAG320N in perfect working condition?


We will courier the modem, Tech will follow up after you have it usually.




All comments are of a personal view and are not that of Vodafone NZ.
If you need help related to a Vodafone product or service feel free to message me and ill do my best to assist you.

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  Reply # 976649 29-Jan-2014 13:19 Send private message quote this post

Bigted: Rang this morning to change to VDSL. Current long term customer (since Ihug days) + on plan mobile account.
Last free modem / install was 4 years ago when we moved house. 

Complained about the cost to change, existing customers having to pay more than new customers etc.

Initial call centre person unable to help, I asked for supervisor, unable to help, forwarded me to the retention team.
(They needed prodding to do this. At each step there was no offer on their part to escalate the issue)

Initially the retention team was not willing to help saying their hands were tied, but stated there were a large
number of current customers complaining and there was some internal drama going on over the issue.

Finally offed me a fee month of internet ($99 for me) but I had to buy the modem ($99!) on a 12 month contract.

Sold!

So give it a try if you have no luck. It can be done.




Given the setup costs its a good deal as its only a 12 month contract. These days a 12 month contract will get you a $150 modem $101 connection with most providers and phone install charged, So for over $400 value over 12 months i don't complaint about $99 and i was with VF since 1999. Some other ISP's make NEW customers pay for modems at great cost even under 12 or 24 month contracts.




All comments are of a personal view and are not that of Vodafone NZ.
If you need help related to a Vodafone product or service feel free to message me and ill do my best to assist you.

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Geek
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  Reply # 976686 29-Jan-2014 13:54 One person supports this post Send private message quote this post

I don't doubt the costs at all but it costs Vodafone the same regardless of
whether you are a new or existing customer, but they think they can charge their
current customer more for the privilege.

A new customer gets free modem, free install and free 1st month ($85-$100 worth) on 12 month plan

Current customer, free install, pay $99 for modem, no free month on 12 month plan.

From what the Voda call center staff, and the retention team, said, I was not the only one
to state this disparity. They suggested there would be some changes in due course.

129 posts

Master Geek
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  Reply # 976692 29-Jan-2014 14:00 Send private message quote this post

Looks like if you're a current Vodafone ADSL customer your cheapest course of action is to switch to Telecom's BigPipe ADSL (free connection, no contract, use your current ADSL modem). Then join back up to Vodafone VDSL enjoying all the benefits that being a new customer entails.

Or am I missing something?

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  Reply # 976693 29-Jan-2014 14:00 One person supports this post Send private message quote this post

Bigted: I don't doubt the costs at all but it costs Vodafone the same regardless of
whether you are a new or existing customer, but they think they can charge their
current customer more for the privilege.

A new customer gets free modem, free install and free 1st month ($85-$100 worth) on 12 month plan

Current customer, free install, pay $99 for modem, no free month on 12 month plan.

From what the Voda call center staff, and the retention team, said, I was not the only one
to state this disparity. They suggested there would be some changes in due course.


Didn't you get a free modem and free month when you joined Vodafone (or something similar)

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  Reply # 976705 29-Jan-2014 14:21 Send private message quote this post

NonprayingMantis:
Bigted: I don't doubt the costs at all but it costs Vodafone the same regardless of
whether you are a new or existing customer, but they think they can charge their
current customer more for the privilege.

A new customer gets free modem, free install and free 1st month ($85-$100 worth) on 12 month plan

Current customer, free install, pay $99 for modem, no free month on 12 month plan.

From what the Voda call center staff, and the retention team, said, I was not the only one
to state this disparity. They suggested there would be some changes in due course.


Didn't you get a free modem and free month when you joined Vodafone (or something similar)


Besides the case, I think we all know how marketing works.
Am i wrong??
And yes it does cost us what we reflect upon you.\

Yes NonprayingMantis i think they would have got some promotion on sign up :)




All comments are of a personal view and are not that of Vodafone NZ.
If you need help related to a Vodafone product or service feel free to message me and ill do my best to assist you.

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Ultimate Geek
+1 received by user: 20


  Reply # 976763 29-Jan-2014 15:37 Send private message quote this post

TimA:

We will courier the modem, Tech will follow up after you have it usually.


You mean I get to plug it in and try to get it to work before your Tech visits me?




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  Reply # 976811 29-Jan-2014 16:40 Send private message quote this post

So I just spoke to a nice person on the phone about my connection. The call was prompted because I got an email to say my plan had changed and was ready to go, however I still don't have a modem, nor have I had a call from Chorus...

She initially said my connection was good to go and was beginning to wonder why I called. Once she realised my situation she said she'd get someone in provisioning to see what's what.

I don't really want to find my ADSL connection stops randomly as Voda think I should be rocking VDSL... methinks there are still a few wrinkles to iron out but so far Voda seem to have them under control.

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  Reply # 976826 29-Jan-2014 17:18 Send private message quote this post

The new router showed up on the Courier today, have had no call from Chorus to confirm they are coming around tomorrow apart from Vodafone confirming tomorrow was activation day

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