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Wannabe Geek


Topic # 147119 9-Jun-2014 21:13
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Vodafone Fixed Line and Broadband Bill - one account:
Your Vodafone Mobile Bill Home Phone Wireless - second account;

I have three separate account numbers with Vodafone; the two above and third being cell phone.
I have had home phone wireless for nearly four years without a problem.
I have had broadband for nearly two years.

I was paying a combined $65 for the fixed line and broadband together with the home phone wireless.

The fixed line and broadband I am receiving a discount of $40 (full price would be $85) and the home phone wireless has been $20.01. 

Suddenly two months ago Vodafone decided I wasn't entitled to the plan I had been on for the home phone wireless and now put that up to $40 (from $20.01).
I know its only $20 a month but $20 is better in my pocket.

I rang Vodafone tonight - 1 hour and 50 minutes later I got off the phone frustrated and ready to get rid of Vodafone.

I was waiting initially 46 minutes before someone answered, no call back option.  Then being put on hold many more times and transferred from the fixed line department back to home phone department to be told sorry i can't help you.  Vodafone changed their plans so we can't offer you the deal you were on before.

Just because Vodafone change their plans that isn't my fault, why should I be disadvantaged?

I have been a loyal Vodafone customer since I got my first cell phone many years ago and what thanks do I get - sorry we can't help!

very frustrating and time wasting.

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  Reply # 1062218 9-Jun-2014 21:40
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I am not aware of any changes around this, I know of changes for new customers on naked and clothed broadband packages and monthly discounts

If it was promotional pricing for X number of months or the contract term then yes pricing can change,

John

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  Reply # 1062219 9-Jun-2014 21:40
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This happens all the time - companies can withdraw plans as per the terms and conditions. They notified you of this change, right?

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  Reply # 1062220 9-Jun-2014 21:41
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quickymart: This happens all the time - companies can withdraw plans as per the terms and conditions. They notified you of this change, right?


I don't think a plan has been taken away,

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  Reply # 1062222 9-Jun-2014 21:54
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There was a change to the discounts for Naked DSL where it was dropped by $20 and the discount made $10




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  Reply # 1062252 9-Jun-2014 22:33
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Hmm that does sound frustrating, definitely not what we want to happen.

To clarify the department that handles Home Phone Wireless (HPW) queries, you should be being directed to the On Account(OA)/Consumer mobile guys (same place for On Account mobile + billing queries) HPW services can be managed by them for most things.

In relation to the long wait times, we do have an auto-call back option that may get offered when calling in from mobile to use when wait times are high. Our operators would normally be giving you some expectation for wait time before transferring you into any queue and advising you of this callback option as an alternative. Apologies that this doesn't appear to have happened.

In relation to the $20/month HPW price increase:

 

  • Recently we identified a group of customers incorrectly getting $20/month discount on their HPW plans
  • FYI: $40/month HPW plan is National calling included and $25/month HPW plan is Local calling included
  • Promo at the time was that if OA Mobile Data SIM plan & Home Phone Wireless plan were combined on same account/bill, then $20/month discount would apply
  • If Mobile Data SIM was disconnected then $20/month discount should stop - this wasn't happening
  • In some cases incorrect discount has been happening for a looooong time after OA Mobile Data SIM disconnected
  • When the error was recognised by us, $20/month discount was corrected, resulting in perceived "price increase"
  • I am thinking that you may one of the impacted customers having $20/month discount incorrectly applied, when it should have stopped ages ago

If you had Fixed line & Broadband service, then you were never entitled you to a monthly discount being applied to Mobile account/invoice. 
The other way around, (our current promotion) is that If you have (an eligible) Mobile On Account connection, then you may be entitled you $[10-30]/month promo discount applied to your monthly Fixed line & Broadband account.

PM me through your HPW account info and I'll check if this is the case when I'm in next?




 




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Wannabe Geek


  Reply # 1062873 10-Jun-2014 21:10
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Hi yes it seems Kieran may be right and I was one of the customers that was no longer entitled to a discount on HPW.  I can't remember seeing notification of the discount to be removed and it just happened.
After being a Vodafone customer for at least 10 + years some loyalty would be nice.
If there is a better deal for home phone and internet package and or mobile phone let me know.
I don't have a smart phone and hardly ever download on the internet at home.  I do make national calls to family out of town on home phone though.
thanks for the replies.


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