Just wondering if there's a reason why there's a callback facility for Vodafone customers but not ex-TCL customers?

As per http://help.vodafone.co.nz/app/answers/detail/a_id/21501/related/1:
Ultra Fast Broadband customer?
Apologies, this service isn't available for you just yet but please do call us on 0508 888 800 and we will answer your query as quickly as possible.

The wait times on the technical assistance line (where did faults go?) is unbelievable. Waiting 60 minutes so far just to get someone to come take a look at my home phone line noise.