VF, why you lie to me?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › VF, why you lie to me?

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628 posts

Ultimate Geek

#1099147 31-Jul-2014 11:02

NikT:
kenkeniff: Also get this when trying to view usage data:

If you're getting this error, head back to the main page of My Profile, click on Associate Account, and re-enter your account number/account password.

If that doesn't work, please send me a PM with your account number & Customer Zone username, & I'll have a tinker. :)

Now I get this:

PM'd.

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kenkeniff

628 posts

Ultimate Geek

#1099149 31-Jul-2014 11:07

Logout / login seems to have fixed it.

Another issue though; Doesn't seem possible to login to customer-zone using VF homepage login widget (using Login ID anyway as opposed to Customer No). It always redirects to https://customerzone.vodafone.co.nz/selfservice-customerzone/login.jsf where sometimes it will let me login and other times will redirect me to a Sun Server LDAP login page or a Sun Server error page. i.e. It's like Russian roulette with a 1/3 change or actually logging in.

kenkeniff

628 posts

Ultimate Geek

#1099435 31-Jul-2014 16:17

Sorry to keep hammering this thread but finally got around to getting a corded landline phone to plug into my new phone line (upgraded from "Naked DSL" to "Ultra Fast with home phone").

When sales staff asked if I wanted a new home phone with UFB I asked if it would be a copper / POTS line or just VOIP and was told it would be copper / POTS (I don't need a VOIP line as I already have a bunch of 2talk numbers however thought a POTS line would be useful for emergency etc so signed up for that). I also rang back subsequently to confirm that I would be getting a POTs line + Fibre and not just VOIP (as VF website doesn't make it very clear) and was assured it was POTS.

Anyway,

have tried my new landline phone in three different jack-points in the house and get no dial tone.
Plugging it into the phone jack in the back of the VF fibre router gives me a dial tone which is obviously VOIP.
There are also phone jacks in the back of the ONT but not sure what they're used for.

Question

Did I also get fobbed off into paying $20/mth for VOIP (which I don't want or need) or is there something else that needs to be setup (to get my POTS phone jacks working) and do VF provide VOIP through the router anyway as well?

Coil

6614 posts

Uber Geek
Inactive user

#1099443 31-Jul-2014 16:27

I will call you if you are free. Cant be bothered typing :)

kenkeniff

628 posts

Ultimate Geek

#1099465 31-Jul-2014 16:51

Long story short;

"Ultra Fast with home phone" is actually UFB + VOIP;

- That should probably be made clear here: http://www.vodafone.co.nz/broadband/ultra-fast-fibre/
- CSR's should probably be better trained so they know the difference (or at least stop making it up on the spot)

Once again TimA exemplifies customer service, taking personal responsibility for an issue and seeing it through from start to finish.

Will be downgrading to Ultra Fast Naked and rolling my own VOIP.

hio77

'That VDSL Cat'
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#1099475 31-Jul-2014 17:11

kenkeniff: Long story short;

"Ultra Fast with home phone" is actually UFB + VOIP;

- That should probably be made clear here: http://www.vodafone.co.nz/broadband/ultra-fast-fibre/
- CSR's should probably be better trained so they know the difference (or at least stop making it up on the spot)

Once again TimA exemplifies customer service, taking personal responsibility for an issue and seeing it through from start to finish.

Will be downgrading to Ultra Fast Naked and rolling my own VOIP.

all resolved then?

VoIP is going to be more and more common as time goes on, may aswell make the move.
throw a UPS on your gear, and short of connectivity faults it should be pretty solid.

sounds like TimA has done well yet again :)

..if only he could be bothered to type a little more :P

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

johnr

19282 posts

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#1099503 31-Jul-2014 17:57

kenkeniff: Long story short;

"Ultra Fast with home phone" is actually UFB + VOIP;

- That should probably be made clear here: http://www.vodafone.co.nz/broadband/ultra-fast-fibre/
- CSR's should probably be better trained so they know the difference (or at least stop making it up on the spot)

Once again TimA exemplifies customer service, taking personal responsibility for an issue and seeing it through from start to finish.

Will be downgrading to Ultra Fast Naked and rolling my own VOIP.

What did you expect it to be POTS?

Handle9

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#1099548 31-Jul-2014 18:53

johnr:
kenkeniff: Long story short;

"Ultra Fast with home phone" is actually UFB + VOIP;

- That should probably be made clear here: http://www.vodafone.co.nz/broadband/ultra-fast-fibre/
- CSR's should probably be better trained so they know the difference (or at least stop making it up on the spot)

Once again TimA exemplifies customer service, taking personal responsibility for an issue and seeing it through from start to finish.

Will be downgrading to Ultra Fast Naked and rolling my own VOIP.

What did you expect it to be POTS?

Come on John, actually read the thread! He did ask the CSR...

Coil

6614 posts

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#1099767 31-Jul-2014 23:52

Handle9:
johnr:
kenkeniff: Long story short;

"Ultra Fast with home phone" is actually UFB + VOIP;

- That should probably be made clear here: http://www.vodafone.co.nz/broadband/ultra-fast-fibre/
- CSR's should probably be better trained so they know the difference (or at least stop making it up on the spot)

Once again TimA exemplifies customer service, taking personal responsibility for an issue and seeing it through from start to finish.

Will be downgrading to Ultra Fast Naked and rolling my own VOIP.

What did you expect it to be POTS?

Come on John, actually read the thread! He did ask the CSR...

Yeah John!
Looks like we will organize a POTS line given from the start the customer asked specifically and got a specific answer. Following up tomorrow to see if we will go ahead with it.

kenkeniff

628 posts

Ultimate Geek

#1099994 1-Aug-2014 13:21

Vodafone TV installed this morning, all good so far.

(After a faulty STB and 2hrs of the Chorus tech back-forth between Chorus and Vodafone support + remote desktop support to get multicast enabled on my line.

Interesting enough Chorus techs seem to have the same gripes as consumers about VF call-centre wait times and non-resolutions - hope VF can get on top of this as I'm pretty well committed to them for the near future on Mobile, UFB, Landline* and TV contracts).

kenkeniff

628 posts

Ultimate Geek

#1135333 24-Sep-2014 10:08

So now looks like having the phone line removed from my account had the unintended (unmentioned) side-effect of causing me to now be billed $50+/mth for Vodafone TV which was supposed to be free.

I've basically avoided looking at the bills for the last few weeks (still paid automatically via CC) to let them 'settle down' after all the chopping/changing and errors of getting billed for DSL & UFB at the same time made them impossible to interpret however I see problems still exist. Not to mention I'm also getting overdue bill emails / automated calls even though I have a CC registered for automatic billing with all 3 online accounts they insist I need and no charges have bounced.

How does one now go about getting in touch with a @TimA-type support agent to sort out this mess properly as he seems to be no-longer with them?; as opposed to the last zombie-agent I dealt with cancelling VoIP whom I had to explain to what it was in the first place - and caused this issue.

xpd

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#1135348 24-Sep-2014 10:21

kenkeniff: Capcha at bottom of the form reads "Type the two words you see in the picture above, separated by a single space" however there is only ever one set of numbers shown.

Thats because Google changed the way they do them at the moment, seen it a lot lately, sites that have "type the words shown" only to be shown numbers only ;)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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MadEngineer

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#1136530 24-Sep-2014 14:03

Ken: protip: as soon as it's apparent you're talking above a csr's head, confirm with them "so are you actually able to help me with xyz?" and when they again don't give you proper answer suggest to them that if they can't help then have you transferred to someone who can.

You're not on Atlantis anymore, Duncan Idaho.

hio77

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#1136640 24-Sep-2014 15:30

kenkeniff:
How does one now go about getting in touch with a @TimA-type support agent to sort out this mess properly as he seems to be no-longer with them?; as opposed to the last zombie-agent I dealt with cancelling VoIP whom I had to explain to what it was in the first place - and caused this issue.

unfortunately TimA does indeed nolonger work for vodafone...

Im yet to find someone as good as TimA there.

JohnR or Demeter might be able to point you in the right direction, they both arent csrs however :)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Coil

6614 posts

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#1136878 24-Sep-2014 19:47

hio77:
kenkeniff:
How does one now go about getting in touch with a @TimA-type support agent to sort out this mess properly as he seems to be no-longer with them?; as opposed to the last zombie-agent I dealt with cancelling VoIP whom I had to explain to what it was in the first place - and caused this issue.

unfortunately TimA does indeed nolonger work for vodafone...

Im yet to find someone as good as TimA there.

JohnR or Demeter might be able to point you in the right direction, they both arent csrs however :)

Glad i dont work there no more for the record. I can find you someone who can help :).

Cheers
Edit:
Who voted +1: Andib

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