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crazed

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#146577 22-May-2014 11:54
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I notice from the website is says we can log into "My Vodafone" for self service functions, like changing plans etc, Will Ex-TCL customers get this access anytime soon?




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Coil
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  #1050982 22-May-2014 12:16
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Hi,

You should be able to log into customer zone.
Due to ex-TCL customers being on a completely different system its not at present going to be the same.

 

We cant speak of future changes.

Regards

 
 
 

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crazed

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  #1050995 22-May-2014 12:35
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Cheers Tim.




CraZeD,
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StarBlazer
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  #1051016 22-May-2014 12:47
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TimA: Hi,

You should be able to log into customer zone.
Due to ex-TCL customers being on a completely different system its not at present going to be the same. We cant speak of future changes.

Regards

I agree with crazed on this one.  As an "ex-TCL" customer I am now a new Vodafone customer, I'd signed a new (verbal) contract with Vodafone to supply phone, cable TV and internet yet I'm still required to use the old TCL website for managing my account (customer zone).  Why was I not moved onto the Vodafone system at this point? 

Or are you saying that even new Vodafone customers that have cable still have to use the old TCL website also because that's the only place the cable accounts can be managed?

Ultimately the question is what benefits am I missing out on from the Vodafone site?  Am I getting a reduced service for the same amount that new customers are paying?




Procrastination eventually pays off.




Demeter
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  #1051034 22-May-2014 13:04
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StarBlazer: I agree with crazed on this one.  As an "ex-TCL" customer I am now a new Vodafone customer, I'd signed a new (verbal) contract with Vodafone to supply phone, cable TV and internet yet I'm still required to use the old TCL website for managing my account (customer zone).  Why was I not moved onto the Vodafone system at this point? 

Or are you saying that even new Vodafone customers that have cable still have to use the old TCL website also because that's the only place the cable accounts can be managed?

Ultimately the question is what benefits am I missing out on from the Vodafone site?  Am I getting a reduced service for the same amount that new customers are paying?



The Cable system has a different CRM backend than the rest of the Vodafone system for the time being. It has not been integrated yet. You are not missing out on anything. Can you clarify what you mean by 'reduced service'? Are you concerned that you are not receiving the service you are paying for?

StarBlazer
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  #1051041 22-May-2014 13:11
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Demeter:
StarBlazer: I agree with crazed on this one.  As an "ex-TCL" customer I am now a new Vodafone customer, I'd signed a new (verbal) contract with Vodafone to supply phone, cable TV and internet yet I'm still required to use the old TCL website for managing my account (customer zone).  Why was I not moved onto the Vodafone system at this point? 

Or are you saying that even new Vodafone customers that have cable still have to use the old TCL website also because that's the only place the cable accounts can be managed?

Ultimately the question is what benefits am I missing out on from the Vodafone site?  Am I getting a reduced service for the same amount that new customers are paying?



The Cable system has a different CRM backend than the rest of the Vodafone system for the time being. It has not been integrated yet. You are not missing out on anything. Can you clarify what you mean by 'reduced service'? Are you concerned that you are not receiving the service you are paying for?

So to clarify, this has nothing to do with me being a former TCL customer, this is an issue that the cable system is managed on a different system - which is fine because this means that all cable customers, new and old, are receiving the same service.  Is this correct or are customers who signed up directly with Vodafone (not TCL) receiving a better service and online experience?  This is a simple case of FOMO :)




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crazed

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  #1051043 22-May-2014 13:16
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I think what StarBlazer may be referring to is that as Ex TCL customers, we don't have access to the same self-service features that other Vodafone customers are getting, which means for us to do anything there is several more steps and processes that we need to go through.





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Coil
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  #1051045 22-May-2014 13:19
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crazed: I think what StarBlazer may be referring to is that as Ex TCL customers, we don't have access to the same self-service features that other Vodafone customers are getting, which means for us to do anything there is several more steps and processes that we need to go through.



As stated in other posts different service types use different systems.
Cable still runs over the Customer zone. Thats no different from what it always was.
New ADSL, VDSL customers use My Account and Fibre customers are billed from the system Cable uses so you use Customer zone for that.

There is no disadvantage.



Demeter
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  #1051047 22-May-2014 13:23
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To my knowledge, both online customer portals have similar experiences, and you can manage your account in similar ways. Yes, you're correct - having customers on different systems is purely a platform issue: Cable and UFB customers (old and new) are all on one system, and VDSL and ADSL customers are on another. There is no real difference (in the way of benefits or ease of access) other than the fact that customers need to log into a different portal.

Our guys are working on it, but it's a mammoth task. :( I don't think we've even been given ballpark timeframes for when it'll all be integrated.

crazed: I think what StarBlazer may be referring to is that as Ex TCL customers, we don't have access to the same self-service features that other Vodafone customers are getting, which means for us to do anything there is several more steps and processes that we need to go through.



Could you give me a specific example of what you mean? I haven't played around with the Ex-TCL customer portal at all, but my understanding is that there is very little difference between the two. It would be great to get some feedback.

D.W

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  #1051048 22-May-2014 13:24
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Can an ex-TCL customer view their mobile usage online if they've added a mobile plan to their account?

Demeter
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  #1051050 22-May-2014 13:29
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D.W: Can an ex-TCL customer view their mobile usage online if they've added a mobile plan to their account?


No, but neither can a Vodafone customer - our mobile portal has always required a separate login.

StarBlazer
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  #1051053 22-May-2014 13:32
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Demeter: Could you give me a specific example of what you mean? I haven't played around with the Ex-TCL customer portal at all, but my understanding is that there is very little difference between the two. It would be great to get some feedback.

That's quite hard as we don't have access to the Vodafone portal to compare!

Features that I would expect are the ability to change the TV plan I am on - add or remove channels for example without the lengthy process of trying to get through to the CS team. 

From a delivery and cost perspective, do Vodafone customers have to pay extra to access their email using IMAP (very strange charge) and are they able to send emails when they are not directly connected to the cable network?  The last one annoys the hell out of me {begin thread of why I shouldn't be using an ISP email address...}.

Interesting that Vodafone decided to use a "legacy" system to manage fibre connections.  That won't help with the transition if you keep putting more and more customer on it!




Procrastination eventually pays off.


Coil
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  #1051054 22-May-2014 13:34
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StarBlazer:
Demeter: Could you give me a specific example of what you mean? I haven't played around with the Ex-TCL customer portal at all, but my understanding is that there is very little difference between the two. It would be great to get some feedback.

That's quite hard as we don't have access to the Vodafone portal to compare!

Features that I would expect are the ability to change the TV plan I am on - add or remove channels for example without the lengthy process of trying to get through to the CS team. 

From a delivery and cost perspective, do Vodafone customers have to pay extra to access their email using IMAP (very strange charge) and are they able to send emails when they are not directly connected to the cable network?  The last one annoys the hell out of me {begin thread of why I shouldn't be using an ISP email address...}.

Interesting that Vodafone decided to use a "legacy" system to manage fibre connections.  That won't help with the transition if you keep putting more and more customer on it!


"do Vodafone customers have to pay extra to access their email using IMAP "

Interesting concept.
No its not a Legacy system. Its only legacy if something has been implemented to replace it.

StarBlazer
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  #1051056 22-May-2014 13:36
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TimA: No its not a Legacy system. Its only legacy if something has been implemented to replace it.

In my field it becomes legacy at the point where it is decided that it does not have a future.  They have already indicated that they will be moving people off it.




Procrastination eventually pays off.


Coil
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  #1051063 22-May-2014 13:54
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StarBlazer:
TimA: No its not a Legacy system. Its only legacy if something has been implemented to replace it.

In my field it becomes legacy at the point where it is decided that it does not have a future.  They have already indicated that they will be moving people off it.


Dont trust anything unless its officially announced. No official comms have been released advising of what way its going. I would rather see it go in the way of the TCL system as its more versatile and is already integrated with the cable network.

Demeter
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  #1051065 22-May-2014 13:59
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StarBlazer: Features that I would expect are the ability to change the TV plan I am on - add or remove channels for example without the lengthy process of trying to get through to the CS team. 


This feature is not available through the Vodafone portal either.

From a delivery and cost perspective, do Vodafone customers have to pay extra to access their email using IMAP (very strange charge) and are they able to send emails when they are not directly connected to the cable network?  The last one annoys the hell out of me {begin thread of why I shouldn't be using an ISP email address...}


No, IMAP is free. If you're a new customer and you have a Vodafone address, you can access it with IMAP. If you have a legacy Clear.net address there is a charge to access IMAP because there is a whole bunch of services included with it. In addition, the hosting for IMAP for Clear.net incurs a fee because the system needs to be maintained. If you want more in-depth info, I can ask NikT to chip in with an answer - he probably knows more about it than I do.

Interesting that Vodafone decided to use a "legacy" system to manage fibre connections.  That won't help with the transition if you keep putting more and more customer on it!


Just because it is different from what Vodafone used does not make it a legacy system at all. In all likelihood, the current Vodafone CRM customers will be migrated to the TCL platform because it seems to be more feature-rich. (Speculation on my part).

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