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10 posts

Wannabe Geek
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Topic # 146777 28-May-2014 21:13
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Ever since I became a Vodafone fibre customer, my experience has very much gone downhill. I was a copper customer for many years, but after fibre was available in my area, it became a top priority of mine to join the mysterious plan. I am an Auckland fibre customer, with Vodafone's 150GB plan, and have had fibre for 3 months now.

Let's start with some of the issues:

 

  • Firstly, upon joining I was informed that I could no longer have MySki HDi through Vodafone (the discount they provide), and also would not be able to have Vodafone TV, as it wasn't, and apparently still isn't available. However, contradictory to this, the Vodafone website states that Vodafone TV is "Available in Auckland and Wellington with Vodafone Fibre". 
  • Secondly, when using my home phone, which is through VOIP, a terribly annoying static noise is audible. I find this irritating and unprofessional.
  • Thirdly, whenever I try to contact Vodafone about any issues I have, I am unable to speak to a Vodafone representative, but am redirected to a Philippines call centre. The problem with this is that the wait times for calls using this call centre seem to be very high, and working full time makes waiting on hold a struggle.
  • Another issue I have is that I cannot alter anything to do with my account on the Vodafone website, nor the Telstra website that I was provided to use to check my data usage. This brings me back to the call centre issue.
  • Another issue I had, which has since been resolved after getting through to the call centre, after waiting an hour and a half, was i was being overcharged for the 150GB plan I currently have. Comparing the bill to the Vodafone website, it was obvious, even with the $10 discount (for on account customers) I had to fight for, that i was being overcharged. Thankfully this was resolved with an account credit of $10, and a decrease in future costs. tongue-out
As you can see from my issues I have highlighted above, I feel let down. After upgrading to a supposedly better plan, I feel like my grasp with Vodafone has been downgraded.

If only things were as easy as they were with Copper....yell

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1486 posts

Uber Geek
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  Reply # 1055474 28-May-2014 21:17
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so is the fiber product any good?




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  Reply # 1055483 28-May-2014 21:24
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Secondly, when using my home phone, which is through VOIP, a terribly annoying static noise is audible. I find this irritating and unprofessional.

Thats an issue with the handset or modem. Not related to professionalism.

Contacting us for you billing would be Philippines based, Technical would be Auckland based. Make sure you are calling the fibre support line on 0800 806 106
As for billing i am assuming that due to mobile on account discount not being applied?






 




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Wannabe Geek
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  Reply # 1055484 28-May-2014 21:25
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l43a2: so is the fiber product any good?


No.

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Ultimate Geek
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  Reply # 1055487 28-May-2014 21:28
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TimA:
Make sure you are calling the fibre support line on 0800 806 106


Where is that number published?

I couldn't find a page that made that number clear as one of the core help and support numbers.

https://www.google.co.nz/search?q=site%3Avodafone.co.nz+"0800+806+106"

-A.



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Wannabe Geek
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  Reply # 1055488 28-May-2014 21:29
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TimA:
Secondly, when using my home phone, which is through VOIP, a terribly annoying static noise is audible. I find this irritating and unprofessional.

Thats an issue with the handset or modem. Not related to professionalism.

Contacting us for you billing would be Philippines based, Technical would be Auckland based. Make sure you are calling the fibre support line on 0800 806 106
As for billing i am assuming that due to mobile on account discount not being applied?




Hi there. I used the handset before, with my copper connection, and had no issues with it. This must mean that it is an issue with the modem, correct?

 

The $10 discount was always applied as to my knowledge, just overcharged, as what the operator expressed to me.

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  Reply # 1055497 28-May-2014 21:47
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AidanS:
TimA:
Make sure you are calling the fibre support line on 0800 806 106


Where is that number published?

I couldn't find a page that made that number clear as one of the core help and support numbers.

https://www.google.co.nz/search?q=site%3Avodafone.co.nz+"0800+806+106"

-A.


Not too sure why. I know that as the UFB and VF TV number for tech, purchasing, billing. That also has a queue that is seperate to the general tech queue and will usually go to our higher tier or UFB trained agents.

Vodafone UFB Welcome

Still not sure what he is exposing??
Cheers




 


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  Reply # 1055512 28-May-2014 22:00
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EXPOSED! is a bit sensationalist. It does sound like things have been far more difficult than they should have been however.

I'm sure the vodafone staff here can help out your situation and then give a nudge to the right people if there is indeed something wrong with processes.

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  Reply # 1055516 28-May-2014 22:04
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Not sure why they've told you or why you think TV isn't available over UFB in Auckland.

 

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  Reply # 1055522 28-May-2014 22:10
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sbiddle: Not sure why they've told you or why you think TV isn't available over UFB in Auckland.

 


He might have signed up when it was in the stages of release then got delayed by a few weeks.
But that is more than 3 months ago.




 


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  Reply # 1055535 28-May-2014 22:45
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/me throws soap into the box




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  Reply # 1055596 29-May-2014 05:50
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none of your issues seem to be with your actual fiber connect at all, they seem to be either ISP or hardware related so your thread title is rather misleading

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Ultimate Geek
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Vodafone NZ

  Reply # 1055597 29-May-2014 05:58
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Hey Splammle

Sorry to hear about your experience. More than happy to help resolve your issues, the ones you've not already sorted, if you want to DM me. Hear your feedback about information online and TV availability and I'll pick all of that up internally as well.

m




Channel Manager, Help & Support @ Vodafone NZ


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  Reply # 1056591 30-May-2014 15:24
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Ultimate Geek
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  Reply # 1075444 27-Jun-2014 10:16
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Have these issues been resolved yet? Would be interested to hear.

-A.

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Uber Geek
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  Reply # 1075482 27-Jun-2014 11:54
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Mike is the man for the job.
If he got a pm he will have fixed it.

Hopefully OP can update.




 


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