Ex-TCL customers & My Vodafone

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#1051067 22-May-2014 14:00

TimA: 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.

Fair enough - the TCL website is all we as end users care about - and to be honest it's not that great looking compared to the rest of the VF site. Doesn't have a single visual experience (images fonts colours for example) added on to the fact that it physically switches you to www.telstraclear.co.nz even though TelstraClear has been replaced.

Procrastination eventually pays off.

StarBlazer

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#1051071 22-May-2014 14:08

Demeter: 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.

Okay maybe this is for a different thread but regardless of where you host your email it has to be maintained - Vodafone is free, Clear should be free - in fact isn't everybody else free? I don't use any other services, I just find it easier to manage multiple devices accessing an account with IMAP than POP.

Procrastination eventually pays off.

crazed

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#1051095 22-May-2014 14:29

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.

Prime example would be the ability to use Self-Service to change DSL plans. I see references on the Vodafone website to the ability to change DSL plans via the My Vodafone section, however in Customer Zone, its not possible. Also I note that you keep referring to Cable, I'm not cable, I'm ADSL.

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NikT

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#1051096 22-May-2014 14:29

StarBlazer:
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 :)

Correct. All cable customers, long-term & brand new, use Customer Zone. You're really not missing out on much vs. the ex-iHug/Vodafone xDSL side of things - Customer Zone is prettier & the usage meter is more robust. ;)

More functionality has recently been added to Customer Zone, including the ability to manage the on account mobile discount & add/remove Bestmates for Home Phone. It has not been forgotten & work continues to be done in this area.

As noted, mobile is a separate login regardless of which system a fixed line account is provisioned in.

StarBlazer:
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.

This is not the case at all, quite the opposite. Fibre customers are being billed through these systems for good reasons. :)

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Coil

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#1051104 22-May-2014 14:34

crazed:
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.

Prime example would be the ability to use Self-Service to change DSL plans. I see references on the Vodafone website to the ability to change DSL plans via the My Vodafone section, however in Customer Zone, its not possible. Also I note that you keep referring to Cable, I'm not cable, I'm ADSL.

You would be one of our Telstra stack ADSL customers. You can request a new plan and be migrated to the Vodafone ADSL system if you want.

crazed

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#1051108 22-May-2014 14:42

TimA:
crazed:
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.

Prime example would be the ability to use Self-Service to change DSL plans. I see references on the Vodafone website to the ability to change DSL plans via the My Vodafone section, however in Customer Zone, its not possible. Also I note that you keep referring to Cable, I'm not cable, I'm ADSL.

You would be one of our Telstra stack ADSL customers. You can request a new plan and be migrated to the Vodafone ADSL system if you want.

We recently renewed our contract in Feb this year, and I did in fact ask about that back then, but was told that ability wasn't available. Its honestly not a big issue and I'm not trying to make an issue of it. Just found Customer Zone, a very poor example compared to some self-service portals of other ISP's, Even when TCL had it.

CraZeD,
Your friendly Southern Geeky Fellow :P

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D.W

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#1051216 22-May-2014 16:57

Demeter:
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.

Is that via the My Vodafone 'Mobile' tab?

I try log on with my current phone number, and I get:

"The mobile number you've entered is not registered for My Account"

So I choose to register a new account. When I submit my registration I get:

"The email address you have entered is already registered for My Account. If you have forgotten your password you can reset it below, or sign in now."

So I choose 'Reset password' and enter the same email address, and then I get:

"** Sorry you don't appear to be registered for Vodafone web services. You can register now or call Customer Services on 777 for assistance."

I tried calling (during what I would expect to not be busy hours, around 8AM) but gave up waiting after half an hour or so.

johnr

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#1051220 22-May-2014 17:09

D.W:
Demeter:
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.

Is that via the My Vodafone 'Mobile' tab?
I try log on with my current phone number, and I get:

"The mobile number you've entered is not registered for My Account"

So I choose to register a new account. When I submit my registration I get:

"The email address you have entered is already registered for My Account. If you have forgotten your password you can reset it below, or sign in now."

So I choose 'Reset password' and enter the same email address, and then I get:

"** Sorry you don't appear to be registered for Vodafone web services. You can register now or call Customer Services on 777 for assistance."

I tried calling (during what I would expect to not be busy hours, around 8AM) but gave up waiting after half an hour or so.

DM me the details and I can fix it in the matter of seconds

D.W

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#1051230 22-May-2014 17:35

Sorted thanks very much.

Glassboy

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#1051430 22-May-2014 22:43

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?

Amusingly I can log into ClearNet (Dial Up), Paradise (Cable), and My Vodafone (VDSL and hopefully soon Fibre). Seems there are back in systems scattered all over the place.

Glassboy

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#1051432 22-May-2014 22:44

Oh and I forgot I can log in using my mobile phone details.

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quickymart

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#1051496 23-May-2014 06:17

I never heard of cable (or TV plans) being able to be changed online when I worked there, it always had to go through Customer Services.

D.W

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#1063228 11-Jun-2014 10:31

As as ex Telstra customer, will I continue to get separate bills for my internet and my Vodafone open plan account? One of the selling points in my mind was a single bill I can pay once a month for both services.

Demeter

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One NZ

#1063244 11-Jun-2014 10:49

Mobile and Fixed line services are billed separately and will continue to be like this for the foreseeable future. We know it's not ideal - hence why so many clever integration specialists are working on a solution.

Yabanize

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#1066213 15-Jun-2014 21:30

It would be good to see you give imap for free on the clear mail. Pop is so obsolete! especially when people are using multiple devices

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