And when I've had to call it's generally because I've exhausted all the obvious options.... The net result then is that I'm usually ahead of the script so end up frustrating myself simply trying to get the CSR to understand what point I'm actually at with my issue..... click....
Though I do understand they have to start at ground zero as some callers are there too.... but it would be nice if they had a side bar on their script that enabled them to know when it was time to escalate up the problem solving chain rather than di-solve the issue by dropping the call.
The Vodafone rep then says she was outside of coverage area. Which is also wrong since we were in Napier and Wellington when the calls came in.
I'm not saying there wasn't an issue but just because you were in Wellington and Napier doesn't mean you were in coverage - no city has 100% coverage everywhere.
When the calls came in, did your phone actually have reception? Were you in a building or on the move at the time?
As an add-on to simon14's comments, the cell phone can sometimes fail to establish a connection to the nearest cell site.
My understanding of the process is the phone polls for the closest site and as the signal reduces it should then establish a connection to the next strongest signal. Occasionally the phone will fail to do this and that means the network thinks it is still located at the previous site and calls are directed there.
As the phone is not located at the last reported location the call goes directly to voicemail.
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