Vodafone Call centre and customer cervice

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Dodgy1

43 posts

Geek

#154249 22-Oct-2014 11:11

Quite some time back I had an issue with my email. The quick explanation is that I was getting emails that said somewhere along the lines of "Delivery notification failure" Vodafone then cut my broadband connection because according to them I was spamming people. A virus and malware scan later and all is good and I'm back on the net. Fast forward to last week. I check my email and lo and behold 100 emails with the same heading. Not wanting my connection cut again I took it upon myself to phone the technical help desk at Vodafone. What a mistake. I waited 45 minutes just to be answered by the switchboard and then directed to another operator which took another hour!! No problem she says we will just change your passwords and everything will be ok. NOT. Here is the short version of what happened next. Broadband connection cut. 4 more calls to the unhelpful desk at an average of 1.5 hours each. The unhelpful desk throwing their hands up and saying the problem must be at your end is there anything else we can help you with? 2 days with no internet and then I get a text message explaining that we have fixed the problem from our end

.

I have been a Vodafone customer since the Ihug days. I have never been treated so badly. I am sorry for ranting in here. The only reason I am is because I know there is someone that works at Vodafone that pops in here every now and again. To him/her I would like to say this. Your customer service blows! It blows harder than a cyclone! Here is a suggestion. I am millimeters away from looking for a new ISP. Next time,if in fact there is a next time,if there is a problem with my account how about you contact me so that I can sort it out before you hit the disconnect button and force people into dealing with a call center that is about as much use as sky hook.

Here endeth my rant and I again apologise.

Admin....Feel free to delete this if it in any way offensive or against any rules. I had to have my say somewhere as no one at Vodafone would listen!!

kenkeniff

628 posts

Ultimate Geek
+1 received by user: 88

#1159932 22-Oct-2014 12:25

The problem sounds mostly on your end and the email & connection issues could well be unrelated to one another hence probably over the heads of CSR.

Your email issue is one or more of the following:

One or more of your devices (PC, smartphone) are infected with malware & sending spam > Scan with antivirus software, or ideally factory reset.
Your email account has been compromised > Change email password immediately.
Your email address is being spoofed by spammers > Not much you can do, consider changing to Gmail.

Briefly reading through your other threads you've had issues with network security / teenagers. I wouldn't be surprised if a contributing factor is a misconfigured router or online gaming inviting DDOS, torrents, "friends" / neighbours using your wifi or other devices compromised with dodgy downloads.

I would suggest also changing your wifi password, employing MAC address filtering if you haven't already and checking on other network devices.

These sorts of issues can be complex however if you carry out the recommendations above and provide additional info we can attempt to resolve the problem in a logical manner;

Description of your network, attached devices, operating systems, router config (WEP, WPA, WPA2 ?), router stats
Email provider (@vodafone.co.nz or other)

Jaxar

383 posts

Ultimate Geek
+1 received by user: 129

#1159940 22-Oct-2014 12:42

OP mentioned his connection being cut. I don't know about the TCL side but back when I dealt with these types of issues I learned VF doesn't actually cut off the internet it just blocks outbound email when it sees spam traffic coming from a particular user. It has to do this in order to protect the other users of the ISP as this sort of thing can result in an entire ISP being blocked from sending emails to other providers addresses like Gmail or Spark.

Additionally the CSR's are not trained as computer support people to fix computers or other devices on a network. If the customer has done some basic checks and there is still an issue then the customer should really be referred to seek professional help at this point. An ISP as a general rule is responsible for maintaining the services it sells not the customers equipment.

Please note: I have a professional bias towards Vodafone.

johnr

19282 posts

Uber Geek
+1 received by user: 2526
Inactive user

#1159948 22-Oct-2014 12:54

Inernet connection is not cut off for customers connections that are found to be sending SPAM, If your PC is firing out SPAM then this is not a ISP related issue you need to take measures to stop this from happening

Run software like Malwarebytes (Free edition works great)

John

Demeter

709 posts

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+1 received by user: 391

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One NZ

#1159962 22-Oct-2014 13:26

We don't cut the connection, but we do assign a special quarantined IP address to your connection to prevent it from spamming further. This is mainly to protect our network and prevent web reputation services from flagging our IP pools as unreliable. We realise it's an inconvenience for you, but honestly we get 100's of these every day and we can't phone everybody - it just isn't practical. It does sound a little insensitive I know, but the security of your equipment is your responsibility and our staff aren't trained to help you resolve issues like this.

If you're struggling to get through to our phone lines, might I suggest that you try our online channels? If you have support queries, we are more than happy to help you through our extensive Help Database, the Vodafone Community, Facebook, Twitter, Email or even here. There is genuinely almost never a good reason to phone us. if you do need to call, calling from a mobile will in most cases invoke our system callback service, although I don't think this is on absolutely all our IVR's just yet.

More info: http://help.vodafone.co.nz/app/answers/detail/a_id/11823/~/what-should-i-do-when-i-receive-an-email-bounceback-message%3F

Dodgy1

43 posts

Geek

#1159967 22-Oct-2014 13:41

johnr: Inernet connection is not cut off for customers connections that are found to be sending SPAM, If your PC is firing out SPAM then this is not a ISP related issue you need to take measures to stop this from happening

Run software like Malwarebytes (Free edition works great)

John

Sorry to have to have to tell you this but you did cut my internet connection....email internet everything. And if you had read my post I DID run antivirus and malware scans. AND my email was not firing out spam hell I wouldn't know how.....

Dodgy1

43 posts

Geek

#1159970 22-Oct-2014 13:46

Demeter: We don't cut the connection, but we do assign a special quarantined IP address to your connection to prevent it from spamming further. This is mainly to protect our network and prevent web reputation services from flagging our IP pools as unreliable. We realise it's an inconvenience for you, but honestly we get 100's of these every day and we can't phone everybody - it just isn't practical. It does sound a little insensitive I know, but the security of your equipment is your responsibility and our staff aren't trained to help you resolve issues like this.

If you're struggling to get through to our phone lines, might I suggest that you try our online channels? If you have support queries, we are more than happy to help you through our extensive Help Database, the Vodafone Community, Facebook, Twitter, Email or even here. There is genuinely almost never a good reason to phone us. if you do need to call, calling from a mobile will in most cases invoke our system callback service, although I don't think this is on absolutely all our IVR's just yet.

More info: http://help.vodafone.co.nz/app/answers/detail/a_id/11823/~/what-should-i-do-when-i-receive-an-email-bounceback-message%3F

Thanks but how am I supposed to do that with no internet? It took Vodafone 2 days to connect it again....my only option was the telephone. And yes I know the security of my system is my resposability but if I don't know it's happening how am I supposed to fix it?

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Andib

1395 posts

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#1160012 22-Oct-2014 14:35

If you're not using a VF auto Provisioned then you will be cut off the internet.

The standard procedure of VF(Red unsure if this is the case for Ex Telstra Customers) when spam is detected / reported from a VF Email address is to change that mailbox password.

The issue occurs if your email address is the same login as your PPP Address (In my experience this is the case for 90% customers)
If you use a VF provisioned Modem (HG659 HG556a VF Station) your PPP password will automaticly update, If you're using an older modem or your own one then you will need to get the password from VF and then re enter this into your modem.

<#
.DISCLAIMER
Anything I post is my own and not the views of my past/present/future employer.
#>

Demeter

709 posts

Ultimate Geek
+1 received by user: 391

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One NZ

#1160221 22-Oct-2014 18:22

Dodgy1: Thanks but how am I supposed to do that with no internet? It took Vodafone 2 days to connect it again....my only option was the telephone. And yes I know the security of my system is my resposability but if I don't know it's happening how am I supposed to fix it?

Should your home broadband be unavailable all of the above come in very handy mobile versions, available from your smart phone. If you don't happen to have one, I could suggest a whole bunch of cool ones worth looking at. :)