Unbelievably bad vodafone service

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shk292

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#1318163 5-Jun-2015 20:06

johnr:
shk292: VF tried the same thing with me when I changed ISPs, took some very firm negotiating with the CSR to convince her that I was more likely to take legal action than pay for a service that I had cancelled
I guess 90% of customers just roll over and pay

It's not the matter of rolling over it's what in the terms!

Hmm, I suppose. But if I ask for service to be terminated, and it is, on a certain date, I don't expect to be billed for the next month's service. You can provide a service and charge me for it, or stop providing it and stop charging. But one without the other is unfair, regardless of the terms.

ludez

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#1318165 5-Jun-2015 20:15

Been with vodafone for 8 years now.never had a problem not resolved immediately

jeffory123

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#1318175 5-Jun-2015 20:52

johnr: Did you provide the 30 days notice?

I discussed it with the CSR when I phoned around the 5th of May and was told I could cancel at the end of the month, I had wanted to cancel immediately but was told I would be charged for the full month. I realise it says a full month in the terms and conditions but obviousily my agreement with the CSR supersedes that.

However, it is a moot point anyway. The second lady I spoke to arrange for my June bill to be wiped, which I appreciate. Honestly if they just got the wait times down to around 5 mins at most they would surely have much better customer retention.

I've phoned Spark 3 times in the last week and once did I have to wait longer than a minute and that was around 4-5 minutes. This isn't as good as I remember so it looks like Spark is moving in the wrong direction as well.

timmmay

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#1318182 5-Jun-2015 20:58

ajw: The opposite with me, had excellent service with vodafone when signing up for phone and cable broadband recently and even the first bill was accurate.

Yeah sales is well staffed.

hio77

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#1318183 5-Jun-2015 21:00

johnr: Some fantastic peering now live in just the last week

now if only it wasnt only on cable ;)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

rmt38

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#1318191 5-Jun-2015 21:21

I think vodafone's customer support line quality has improved considerably. I used to call up, and got a crackly line with low volume, then a heavy accent. I had to put the cell phone on speaker, and max volume to be able to be able to comprehend. Sometimes the employee offered to call me back, I can't remember whether it made a difference, but it was a nice gesture. On a landline, if any light noise was happening around me, anything being said was a lost cause, I had to go to a distant room where there was no noise to make it barely workable. My last couple of calls I got a clear line, and the speaker was easily audible and with minimal accent. It was worrying that a telecoms company had such terrible line quality.

My latest vodafone problems also appear to finally be resolved. My parents' bandwidth usage was not updating for over a month. I was notified that it would take 2 working days to fix. Two weeks later it still hadn't been fixed and then I get emails forwarded from my confused parents notifying them in an automated fashion their addon and account was cancelled and then reenabled. This was confusing and unneeded stress for them, and even I couldn't say for sure it was related to the reported problem. A few hours later I get a call saying the problem is resolved.

If it were up to me, I'd rid them of the vodafone telstraclear albatross. It seems to lead to an additional stage of on hold waiting, and technical problems that can't be resolved without ignoring the problem and working around it by closing the service off and recreating it. I wonder if things are getting worse for ex-telstraclear users, and it's being short changed by vodafone. In the past their bandwidth stopped updating, and when reported then, it continued on normally once fixed. This time, whatever problem it was, was irreparably worse. Or they've lost the skilled technicians who were capable of fixing it properly. Beats me.

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johnr

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#1318194 5-Jun-2015 21:43

hio77:
johnr: Some fantastic peering now live in just the last week

now if only it wasnt only on cable ;)

Red will cut over very soon

networkn

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#1318211 6-Jun-2015 01:49

jeffory123: 12 months of bad service, cancelled last month with final day on 31 May. Get a bill for June...so I have to ring up vodafone and ask whats up with the bill. I just spent 35 minutes on hold. A nice lady answered and I started explaining my problem. I was then cut off about 20 seconds later by an automated message telling me I have phoned outside of business hours. The business hours said up to 8pm but it was 6:16pm... Phoning again now - 10 minutes on hold and counting. Thank god I am back with Spark now. Got lured by a special, worst mistake I ever made.

I had to have a laugh here. You must be pretty near perfect if picking the wrong ISP for you was the "worst mistake you've ever made".

Despite my difficulties and I have had a few, I still rate VF as one of my prized business partners and I consider what they provide, as excellent value.

If you didn't give 30 days notice, as per your contract, then you have no-one to blame but yourself. (Not just directed at the OP but in general terms).

jeffory123

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#1339429 8-Jul-2015 18:15

networkn: If you didn't give 30 days notice, as per your contract, then you have no-one to blame but yourself. (Not just directed at the OP but in general terms).

I'm sorry but that is absolutely nonsense. If I was advised by a CSR that they would make an exception I am perfectly entitled to rely on that advice. I take it you are not overly familiar with contract law, a variation to a contract can be verbal or written regardless of whether the original contract was verbal or written. Obviously not too familiar with what an exaggeration is as well....

The main reason I am posting again here is despite being assured my bill had been wiped and my account had been properly closed in June I just received ANOTHER bill this month with an outstanding balance of close to 200 dollars!!! Luckily this time I only had to spend about 4 minutes on hold before being picked up. I must admit VF's service does seem to be improving. Spark on the other hand is taking a turn for the worse.

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