Gave up after 90 minutes

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#1189747 6-Dec-2014 08:18

What amazes me is time and again VF don't seem to want to do anything for their existing paying customers, they seem more intent on throwing money at attempts to get customers rather than looking after their existing customers

quickymart

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#1189748 6-Dec-2014 08:23

I'm still curious as to why the OP insists on trying to be with Vodafone. Is there a fixed-term contract, or can he not connect with anyone else? If there was no contract I would have given up and jumped ship long before now.

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#1189750 6-Dec-2014 08:27

quickymart: I'm still curious as to why the OP insists on trying to be with Vodafone. Is there a fixed-term contract, or can he not connect with anyone else? If there was no contract I would have given up and jumped ship long before now.

And spend a claimed 300+ minutes on hold to do so??????

Hmmmmm

Here is a crazy notion, lets give peace a chance.

Jonski

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#1189752 6-Dec-2014 08:39

quickymart: I'm still curious as to why the OP insists on trying to be with Vodafone. Is there a fixed-term contract, or can he not connect with anyone else? If there was no contract I would have given up and jumped ship long before now.

I wasn't going to grace your earlier query with a reply, seeing as it implied a lack of effort on your part to read the thread.

Put it this way: When I embarked on getting UFB, I was happy with VF and only had one historical complaint with them. I didn't expect all this.

Since then the whole situation has gone rapidly downhill, and I never expected it to get this dire. I have two mobiles, landline and broadband with them and they are well priced. They give a package discount. I don't have unlimited budget to pick and choose providers, and I like having a single place to go if I have problems or queries.

At this stage however, all I want is my broadband reconnected. It should in theory be quicker to get VF to reconnect (remember I was promised 72 hours max) than to get another ISP to set up a new account. Plus, I don't want to be forced to move, I would want to do it at a time and place of my own choosing. I still have a few emails that go to my default ihug email address and I would have liked to port them in a controlled fashion.

If I move to Telecom! I would be paying another $30-40 a month for the same service. That's a lot of money which accrues over the years of service I will be paying for. Even to only consider a 12-month contract, that's near half a grand.

And my UFB is still contingent on Chorus, whatever ISP I choose. Both VF and Telecom! are reliant on them putting fibre down my driveway which has yet to happen and may not before Xmas.

After reconnection I will explore my provider options further.

Jon

I reject your reality and substitute my own!
- Adam Savage, Mythbuster

Jonski

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#1189755 6-Dec-2014 08:55

KiwiNZ:
quickymart: I'm still curious as to why the OP insists on trying to be with Vodafone. Is there a fixed-term contract, or can he not connect with anyone else? If there was no contract I would have given up and jumped ship long before now.

And spend a claimed 300+ minutes on hold to do so??????

Hmmmmm

I'm not sure what you're implying Mike. That my statements to have spent 5 hours on the phone isn't true? That's a pretty bold accusation.

Remember I'm an IT Service Manager. Part of my job is getting people to do what they say they will do, and I naively expected that a large telecommunications company would be able to do that. VF are now well past 3rd strike (they were only of 1st at the start) and I am exploring options.

Consider that withdrawing my UFB application, changing DSL ISP and landline and re-applying for UFB will only be a longer process than actually getting VF to do what they said they were going to do. Consider that at this point all I'm interested in is getting my DSL reconnected which was disconnected in error. Consider that only yesterday afternoon did I discover that my number had ceased to exist for the purposes of applying broadband against it.

Pull your head in. If you think I'm not aware of my options, you should reconsider what you said.

Jon

I reject your reality and substitute my own!
- Adam Savage, Mythbuster

meesham

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#1189802 6-Dec-2014 10:43

Jonski: If I move to Telecom! I would be paying another $30-40 a month for the same service. That's a lot of money which accrues over the years of service I will be paying for. Even to only consider a 12-month contract, that's near half a grand.

I guess you need to think about how much your time and reliable internet connection is worth, if I was in your position I'd be changing ISPs immediately. I'd rather pay a bit more and know that when I ring up my ISP someone actually answers and will try to sort the problem. I was a TelstraClear customer up in Chch a few years ago on their HFC network back when the wait times were around 30-45 minutes, my local node (that's what the CSR called it) kept crashing every 3-4 weeks and they'd have to send someone out to reboot it resulting in about half a day of downtime, that was enough for me to give up cable and switch to Snap's ADSL.

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meesham

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#1189810 6-Dec-2014 10:45

Jonski:
Pull your head in. If you think I'm not aware of my options, you should reconsider what you said.

Are you that aggressive with the CSRs?

MikeB4

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#1189814 6-Dec-2014 10:54

Jonski:
KiwiNZ:
quickymart: I'm still curious as to why the OP insists on trying to be with Vodafone. Is there a fixed-term contract, or can he not connect with anyone else? If there was no contract I would have given up and jumped ship long before now.

And spend a claimed 300+ minutes on hold to do so??????

Hmmmmm

I'm not sure what you're implying Mike. That my statements to have spent 5 hours on the phone isn't true? That's a pretty bold accusation.

Remember I'm an IT Service Manager. Part of my job is getting people to do what they say they will do, and I naively expected that a large telecommunications company would be able to do that. VF are now well past 3rd strike (they were only of 1st at the start) and I am exploring options.

Consider that withdrawing my UFB application, changing DSL ISP and landline and re-applying for UFB will only be a longer process than actually getting VF to do what they said they were going to do. Consider that at this point all I'm interested in is getting my DSL reconnected which was disconnected in error. Consider that only yesterday afternoon did I discover that my number had ceased to exist for the purposes of applying broadband against it.

Pull your head in. If you think I'm not aware of my options, you should reconsider what you said.

Jon

I was not implying anything and I apologize if it seemed like that. I a keen to hear the VF side of the saga. I am also surprised that you would spend that much time on hold etc. I would have escalated to management well before getting close to 3 hours.

If I had your issues with them they would not get one more cent from me.

Here is a crazy notion, lets give peace a chance.

Jonski

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#1189817 6-Dec-2014 11:06

KiwiNZ: I was not implying anything and I apologize if it seemed like that. I a keen to hear the VF side of the saga. I am also surprised that you would spend that much time on hold etc. I would have escalated to management well before getting close to 3 hours.

If I had your issues with them they would not get one more cent from me.

Cheers for that.

Have you ever tried escalating to management at VF? I wish you luck!

Jon

I reject your reality and substitute my own!
- Adam Savage, Mythbuster

MikeB4

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#1189819 6-Dec-2014 11:10

Jonski:
KiwiNZ: I was not implying anything and I apologize if it seemed like that. I a keen to hear the VF side of the saga. I am also surprised that you would spend that much time on hold etc. I would have escalated to management well before getting close to 3 hours.

If I had your issues with them they would not get one more cent from me.

Cheers for that.

Have you ever tried escalating to management at VF? I wish you luck!

Jon

Not under the current but did under Telstra and many times in my last role but it was a key account situation.

Here is a crazy notion, lets give peace a chance.

Jonski

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#1189856 6-Dec-2014 12:39

KiwiNZ:
Jonski: Have you ever tried escalating to management at VF? I wish you luck!

Jon

Not under the current but did under Telstra and many times in my last role but it was a key account situation.

Exactly. When I contact our KAM regarding work issues, I always get what I want in a quick and easy fashion. When I called our KAM for my personal issue I got some progress. It's the consumer side that sux.

I reject your reality and substitute my own!
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quickymart

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#1189893 6-Dec-2014 13:38

Thanks for explaining that Jon, when you put it like that I can see why you're a bit reluctant to move and yes it probably would be a hassle.

As you may know I used to work at TCL and broadband connections were relatively quick and easy. But UFB wasn't really around in 2004 - not for residential anyway.

Like I said in the other thread - I think Vodafone have bitten off more than they could chew buying TCL and all its problems. Your tale here is testament to that.

MichaelNZ

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#1189902 6-Dec-2014 14:40

This morning I called up Vodafone to ask if my handset was locked (It wasn't) as I was experiencing an issue switching to 2degrees. I was on hold for 21 minutes, which far from making me reconsider, was a reinforcement of my reason for switching.

All transferred now.

Oh well, good riddance to Vodafone.

KiwiNZ:
Anyone who got aggressive rude etc with any of my staff would get a call from me.

Noone is irreplaceable. You never win a fight with a customer.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

MikeB4

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#1189904 6-Dec-2014 14:54

MichaelNZ: This morning I called up Vodafone to ask if my handset was locked (It wasn't) as I was experiencing an issue switching to 2degrees. I was on hold for 21 minutes, which far from making me reconsider, was a reinforcement of my reason for switching.

All transferred now.

Oh well, good riddance to Vodafone.

My wife is on 2 Degrees, she would say her experience has been very poor.

Here is a crazy notion, lets give peace a chance.

MichaelNZ

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#1189905 6-Dec-2014 14:56

KiwiNZ:
My wife is on 2 Degrees, she would say her experience has been very poor.

Right now I dislike them the least.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers | ZL2NET

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