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437 posts

Ultimate Geek


# 143109 3-Apr-2014 15:44
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Hi Guys,
I'm venting but I upgraded my plan a couple of months ago to the Entertain Pack due to worrying about data overages for internet. No issues there very happy with the data / phone service.

TV is another story, I have had issues with the TBox loosing data connection just gets that Lock symbol I have called before and had a service guy come out but it still looses data connection I end up fixing it its a connector / cable issue but when it dies and I'm not home the family can't watch the Sky Kids channels, this has basically turned the family off the T-Box and given the family and me of late are not using SKY I just wanted to remove that portion from the plan.

Its been over a year since I moved to Vodafone so though not a problem just carry on minus SKY but NOOO due to upgrading my package the clock has been reset on all my services WHAT!!!! so to turn SKY off I need to pay Vodafone $199.00 dollars.

This to me is highly underhanded slipping in a global renewal. I apparently was told about this but maybe I wasn't listening to the small print about the SKY clock reset as I just wanted my data increased wasn't thinking TV.

I'm VERY unhappy.   

To the point I may just can the lot and go with VDSL from another supplier, and let Fair-Go know.

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19282 posts

Uber Geek
Inactive user


  # 1017968 3-Apr-2014 15:59
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Hi DeepBlueSky

Sorry bit confused by your post, Did you fix the issue or not? You advised it was a connector / cable issue but then you advise it dies when you are not home

Have you logged another job with the support team so it can be looked into further?

How many jobs have you logged in total about the issue?

Thanks

2541 posts

Uber Geek


  # 1017972 3-Apr-2014 16:11
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Reads to me as though there is a physical connectivity issue, and when OP is home he can fix it, but when he is not, the other family members can't fix it. I imagine he is after a permanent fix, not a workaround to get it going each time it does.

It should have been made clear to you there was an x-month contract when you signed up to the new plan if that was the case. I would clarify where you were advised of this.

 
 
 
 


1588 posts

Uber Geek

Trusted

  # 1017978 3-Apr-2014 16:17

Hey there,

 I see you've already logged a formal complaint about this - it's getting looked into. Will have a word with the complaints folks for you.

Cheers,

 - Nik




Product Manager @ PB Tech

https://pbtech.co.nz/smartphones




437 posts

Ultimate Geek


  # 1017991 3-Apr-2014 16:32
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Hi John,
I have had time to de-pressurize the TV connector thing is an intermittent issue I know what the issue is basically the T-Boxes phone home functionality seems to loose the data connection then it will lock out, to answer your question I did get someone out the first time it happended and when I had an engineer out for an another issue with the my internet not being at 130MB rather 50MB (I knew it was a provisioning issue but the Vodafone Tech said I needed an engineer only for me to be proven correct and it was a provisioning issue) he could not spend any more time looking at the TV. 

So I can fix the TV issue if I'm at home but if it drops off and my wife and kids are at home I just get grief about why are we paying for something we can't use.

I have given in I'm not watching Sky either these days hence the request to just turn off the Sky portion,  hey up to today I have really loved the service and I have been a good customer I have even moved some guys at my work over as the service was so good.

I'm just really disappointed with Vodafone for doing this; just being told sorry pay the disconnect fee is the only way out, not the best way to retain customers.



437 posts

Ultimate Geek


  # 1017992 3-Apr-2014 16:37
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Hi Inphinity,
Yes I must have been told it was a rollover but the way the package is sold is TV / Phone / Internet then you can get extras like talk packs and Sky. So yes happy to continue with the package just want the Extra removed.

 

 

6434 posts

Uber Geek


  # 1018012 3-Apr-2014 17:16
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DeepBlueSky: Hi Inphinity,
Yes I must have been told it was a rollover but the way the package is sold is TV / Phone / Internet then you can get extras like talk packs and Sky. So yes happy to continue with the package just want the Extra removed.
 


this is the downside of having things all bundled from the same provider.
You get the 'discount', but you also lock everything together on joint contracts that last an age.

Personally I prefer to get my stuff individually - broadband, phone, tv, all separate.  Gives me more control and freedom to switch around when better deals come around, and they always do.

63 posts

Master Geek


  # 1018039 3-Apr-2014 18:57
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Could somebody please clarify this for me - I've just changed to vodafone from telecom because of their sky package we have sport with it at the moment but from reading this does that mean if we cancel the sport at a later date and put movies on Vodafone is saying that we have then started a new years contract ?

 
 
 
 


6615 posts

Uber Geek
Inactive user


  # 1018186 4-Apr-2014 03:07
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clod: Could somebody please clarify this for me - I've just changed to vodafone from telecom because of their sky package we have sport with it at the moment but from reading this does that mean if we cancel the sport at a later date and put movies on Vodafone is saying that we have then started a new years contract ?


If you were to alter your addons there are no charges unless specified and NO it wont make you add a contract to alter a subscription.



437 posts

Ultimate Geek


  # 1018330 4-Apr-2014 10:57
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Okay I had a chat this morning with a rep from the complaints team she was really good, understood my situation agreed that it could have been handled another way.

I have now got what I requested my plan minus the SKY portion so back to Freeview and I'm fine with that, she also organized a tech to pop out tomorrow and sort out the problem T-Box.

John can you find out who dealt with the call from the complaints team; if you have an employee of the month can you add her to the list for 1. The way she handled the case and 2. Going that little bit further to sort out a tech and to call back again with a time and day.

It was like night and day between the calls, you have a happy customer again. :)

1588 posts

Uber Geek

Trusted

  # 1018452 4-Apr-2014 12:24

DeepBlueSky: Okay I had a chat this morning with a rep from the complaints team she was really good, understood my situation agreed that it could have been handled another way.

I have now got what I requested my plan minus the SKY portion so back to Freeview and I'm fine with that, she also organized a tech to pop out tomorrow and sort out the problem T-Box.

John can you find out who dealt with the call from the complaints team; if you have an employee of the month can you add her to the list for 1. The way she handled the case and 2. Going that little bit further to sort out a tech and to call back again with a time and day.

It was like night and day between the calls, you have a happy customer again. :)


That would be the lovely Anna. Thanks heaps for the feedback, will pass it on - glad things worked out in the end. :)




Product Manager @ PB Tech

https://pbtech.co.nz/smartphones




437 posts

Ultimate Geek


  # 1018531 4-Apr-2014 14:25
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All Good NikT, Anna deserves the positive feedback.




































437 posts

Ultimate Geek


  # 1018539 4-Apr-2014 14:29
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Sorry Guys for the Spam, my mouse pad was leaning on the corner enter key, didn't know you could do that.

19282 posts

Uber Geek
Inactive user


  # 1018556 4-Apr-2014 14:58
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You can go back the delete the repeat posts :)

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