Excessive Vodafone Support call waiting times 75 mins and then i have to wait an hour for a callback

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Excessive Vodafone Support call waiting times 75 mins and then i have to wait an hour for a callback

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#1185193 28-Nov-2014 23:01

johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?

The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.

nakedmolerat

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#1185195 28-Nov-2014 23:13

freitasm: Wait there folks.

There are two things in play: long wait times on support calls and problems with DNS.

The long wait times... well, we all know Vodafone seems to be stretched. And I am sure they know it as well. The problem is that this is something going on for quite some time.

Now why are you calling support? Why are you using Google DNS and not Vodafone's own DNS?

He was not using the Google DNS.

As per his post above. He has trouble connecting to the remote server in Aussie. His ping to this server timed out.

He is giving an example that he also has trouble pinging 8.8.8.8 (also based in Australia).

johnr

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#1185198 28-Nov-2014 23:27

lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?

The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.

That is out of my control and does Vodafone support the server the OP is having issues with?

ckc

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#1185201 28-Nov-2014 23:55

freitasm: Vodafone to Australia can be pretty bad - has been for the last few months. Try accessing www.smh.com.au on Vodafone cable and you will see it taking a few more seconds than expected for a site just on the other side of the pond.

Just tried it. Instantly, and I mean instantly, loaded. Faster than Stuff or the Herald ever did.

I cannot fault VF for quality of connection. I'm just hoping they don't cut me off for using 3TB of data in the first month.

mattwnz

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#1185203 29-Nov-2014 00:00

WHy don't you email them instead? It maybe faster. Some companies are really quick at replying to emails, and it can be less hassle than trying to explain it all over the phone multiple times to multiple telephone operators, who are likely just following screen prompts anyway.

yitz

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#1185204 29-Nov-2014 00:22

No secret that Vodafone run their SYD Google peering link hot, or perhaps a routing issue they recently added North America peering with Google as well.

sbowness

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#1185213 29-Nov-2014 07:09

johnr:
lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?

The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.

That is out of my control and does Vodafone support the server the OP is having issues with?

Sorry, I don't get it. The OP was talking about how long it took VF to initially pick up the phone. You don't know at that point what the problem is, therefore whether VF supported the problem or not is neither here nor there.

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Sidestep

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#1185229 29-Nov-2014 08:07

OP was on hold with VF for an hour but I see Johnr answered his post in about 5 mins.

..though with a tech answer when OP's complaint was now about VF's bad phone service...

Ironic that he was originally looking for a tech answer from VF.

johnr

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#1185230 29-Nov-2014 08:27

sbowness:
johnr:
lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?

The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.

That is out of my control and does Vodafone support the server the OP is having issues with?

Sorry, I don't get it. The OP was talking about how long it took VF to initially pick up the phone. You don't know at that point what the problem is, therefore whether VF supported the problem or not is neither here nor there.

Sorry but the OP did mention in the first post about ping time outs to 8.8.8.8

" Started getting ping timeouts to 8.8.8.8. "

All I had was a picture in my head of someone pinging 8.8.8.8 all day long and then seeing some time outs and wanting to log a fault for this issue and that is why I wanted to check what the actual issue is,

Customers call up for all types of issues, Can't setup a printer or they can't log into Trademe or there PC won't power up,

I can't do anything about long hold times (not my area sorry) but I can ask questions and get the customer generally in the right direction

@TimA could mention some classics I bet

gregmcc

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#1185235 29-Nov-2014 08:32

johnr:
sbowness:
johnr:
lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?

The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.

That is out of my control and does Vodafone support the server the OP is having issues with?

Sorry, I don't get it. The OP was talking about how long it took VF to initially pick up the phone. You don't know at that point what the problem is, therefore whether VF supported the problem or not is neither here nor there.

Sorry but the OP did mention in the first post about ping time outs to 8.8.8.8

" Started getting ping timeouts to 8.8.8.8. "

All I had was a picture in my head of someone pinging 8.8.8.8 all day long and then seeing some time outs and wanting to log a fault for this issue

I think you forgot to add this to your sentence

"........while waiting on hold for some one at VF to answer"

johnr

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#1185236 29-Nov-2014 08:33

@gregmcc sorry I was editing my post as you quoted mine,

itxtme

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#1185300 29-Nov-2014 10:25

johnr:

Customers call up for all types of issues, Can't setup a printer or they can't log into Trademe or there PC won't power up,

I can't do anything about long hold times (not my area sorry) but I can ask questions and get the customer generally in the right direction

@TimA could mention some classics I bet

Interesting point. I guess the obvious question is that is it only Vodafone customers that call their ISP's with these types of support requests? Lets assume other ISP's suffer from the same nuisance calls, because thats more logical than assuming they don't. The question is why can Vodafone not adequately deal with their call volume. I suspect the staff:calls ratio is skewed.

johnr

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#1185301 29-Nov-2014 10:32

itxtme:
johnr:

Customers call up for all types of issues, Can't setup a printer or they can't log into Trademe or there PC won't power up,

I can't do anything about long hold times (not my area sorry) but I can ask questions and get the customer generally in the right direction

@TimA could mention some classics I bet

Interesting point. I guess the obvious question is that is it only Vodafone customers that call their ISP's with these types of support requests? Lets assume other ISP's suffer from the same nuisance calls, because thats more logical than assuming they don't. The question is why can Vodafone not adequately deal with their call volume. I suspect the staff:calls ratio is skewed.

I understand this impacts all ISPs but it's something well out of my control and pay level / Job description

freitasm

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#1185368 29-Nov-2014 12:55

mattwnz: WHy don't you email them instead? It maybe faster. Some companies are really quick at replying to emails, and it can be less hassle than trying to explain it all over the phone multiple times to multiple telephone operators, who are likely just following screen prompts anyway.

Emails have even lower priority than calls.

gregmcc

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#1185374 29-Nov-2014 13:17

freitasm:
mattwnz: WHy don't you email them instead? It maybe faster. Some companies are really quick at replying to emails, and it can be less hassle than trying to explain it all over the phone multiple times to multiple telephone operators, who are likely just following screen prompts anyway.

Emails have even lower priority than calls.

You are right, sometimes the piroity is so low are reply never happens,

Vf need a real serious look at the support they provide as it slow at best of times,
But mostly it's just a joke when the wait times are so long

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