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428 posts

Ultimate Geek
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# 138137 21-Dec-2013 14:09
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Can a representative of Vodafone private message me ASAP.

I work for local government.  Today we had reports of a downed Telstra cable across a road.  It took us over an hour to find someone to report this urgent situation to.  We were on hold for much of this time, and hung up on by one operator.  This was an appalling experience and I'd really appreciate being contacted about it.

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709 posts

Ultimate Geek
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Vodafone NZ

  # 955832 21-Dec-2013 14:21
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Hi GeoffisPure

Apologies for the poor hold experience - are you able to private message your customer and contact details and we'll arrange for someone to ring you ASAP.

Lon




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  # 955833 21-Dec-2013 14:21
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While it's no help to you, in the vast majority of cases calls to lines down end up being reported to Police or Fire as many people think they are live power lines. There are contact details for all infrastructure providers that they use to lodge such issues and all local bodies should be aware of these as well for their contact centres to use should the need arise.

I guess the fact the call centre didn't really know what to do with such a call probably shows the real world reality of how many calls they get about such things.

 
 
 
 




428 posts

Ultimate Geek
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  # 955852 21-Dec-2013 14:55
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Thank you Vodafone for replying so quickly. I really do hope that a dedicated line for emergency type situations can be established in the new future.

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Master Geek
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  # 955901 21-Dec-2013 16:41
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GeoffisPure: Thank you Vodafone for replying so quickly. I really do hope that a dedicated line for emergency type situations can be established in the new future.

Everyone thinks their issue is an emergency, even if it's a billing issue.

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  # 955905 21-Dec-2013 16:49
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GeoffisPure: Thank you Vodafone for replying so quickly. I really do hope that a dedicated line for emergency type situations can be established in the new future.


We have a NOC that deals with this from authorized contractors / Emergency services , I take it the line down impacted your internet access

If the line was open to everyone then just anyone would call it which is not what we want,

Look at the calls to 111, People call cause they don't like their hair cut or a UFO has landed in the backyard or they have ran of beer



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Ultimate Geek
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  # 955921 21-Dec-2013 17:37
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johnr:
GeoffisPure: Thank you Vodafone for replying so quickly. I really do hope that a dedicated line for emergency type situations can be established in the new future.
 

I take it the line down impacted your internet access 


Both messages from Vodafone reps in this thread indicate they didn't read the initial post. I work for local government and am not a Vodafone customer.  My concern was for the safety hazard, and the necessity to close a council road until Vodafone contactors fixed the problem.

The issue has now been sorted though. I just hope it doesn't take me an hour the next time it happens...

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  # 955942 21-Dec-2013 18:43
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GeoffisPure:
The issue has now been sorted though. I just hope it doesn't take me an hour the next time it happens...


I think the real issue here is just a simple case of your organisation not being aware of the actual process to lodge such a fault, rather than their being no process.


 
 
 
 


BDFL - Memuneh
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  # 955946 21-Dec-2013 18:50
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johnr:
GeoffisPure: Thank you Vodafone for replying so quickly. I really do hope that a dedicated line for emergency type situations can be established in the new future.


We have a NOC that deals with this from authorized contractors / Emergency services , I take it the line down impacted your internet access


As pointed out... the OP says clearly "I work for local government.  Today we had reports of a downed Telstra cable across a road.  It took us over an hour to find someone to report this urgent situation to. "

That to me indicated he had to deal with a road closure or similar action, which he confirmed later.

I think the OP was looking for an emergency contact that fire, police and city councils can use, not the common public. 







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Uber Geek
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  # 955952 21-Dec-2013 19:11
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With emergency situations, the answer is to charge for call, and reimburse if it is a real emergency. This stops people calling for non urgent things.

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  # 955960 21-Dec-2013 20:01
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mattwnz: With emergency situations, the answer is to charge for call, and reimburse if it is a real emergency. This stops people calling for non urgent things.


This isn't really the issue here. There are processes and contact numbers for utility companies for such incidents. Get a windy day in Wgtn and the Fire Service can often attend 5-10 calls of lines down. For some reason the NZFS or Police are the organisation that people seem to contact when they see such an issue (or a tv aerial down, or a trampoline in a tree..). In this case the local body is was clearly unaware of the process or contact details, hopefully they are now.



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Uber Geek
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  # 955965 21-Dec-2013 20:30
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freitasm:
johnr:
GeoffisPure: Thank you Vodafone for replying so quickly. I really do hope that a dedicated line for emergency type situations can be established in the new future.


We have a NOC that deals with this from authorized contractors / Emergency services , I take it the line down impacted your internet access


As pointed out... the OP says clearly "I work for local government.  Today we had reports of a downed Telstra cable across a road.  It took us over an hour to find someone to report this urgent situation to. "

That to me indicated he had to deal with a road closure or similar action, which he confirmed later.

I think the OP was looking for an emergency contact that fire, police and city councils can use, not the common public. 




And I'm pretty sure that the local Fire /Police would know who to call.

In fact the local council should have that information within their GIS system, or as a last resort their roading contractor probably knows.

Perhaps its seasonally related and the OP could access the relevamt people or information?

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