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7166 posts

Uber Geek

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#154735 6-Nov-2014 08:37
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I was helping my dad order Vodafone fibre last night, and it was a bit of a shambles. We selected a plan, and started the order process.

First, it asked whether he had an existing on-account mobile plan, but didn't ask whether he had an existing landline/broadband plan (he does).

The next step asked whether to transfer broadband from an existing provider, order a new connection, or add a second connection. As fibre will require a new physical connection, we chose to order a new connection. However, later on in the process, the wording implied that that was the wrong choice.

At this point I tried logging into Customer Zone, in case an upgrade was supposed to be requested from there. There didn't seem to be an option to do this.

At this point, we went back to the signup page and chose to transfer from an existing provider. The next page asked who the existing provider was, and thankfully had an option for Vodafone. It seemed like we were finally on the right track! But then, towards the end of the process, it wanted personal details for a seemingly-needless credit check (the new plan is the same price as the old one and as far as I know it's always been paid on time).

We did manage to get through the forms eventually, but it took longer than it should have, especially considering the amount of backtracking that was needed. Is it possible for these forms to be tidied up, or at least documented a bit better?

PS. The Big Back Yard documentation still says TelstraClear in several places.

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383 posts

Ultimate Geek

  #1169965 6-Nov-2014 12:50
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Nice constructive criticism.
I'd bet the social media team would appreciate this.

Please note: I have a professional bias towards Vodafone.


7166 posts

Uber Geek

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  #1169972 6-Nov-2014 13:06
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That's what I'm hoping for; I waited until today before posting to let the frustration subside :)


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  #1170649 7-Nov-2014 11:28
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Yes, they do treat you like a new customer and you will end up with a new customer account on the Telstraclear system, and will need to set up a new direct debit if my experience is anything to go by.

843 posts

Ultimate Geek

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  #1170699 7-Nov-2014 12:12
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Ordering the new plan is only where the fun starts. Once that is done how long does it take to get it installed. For me it took 5 months from when I first asked Vodafone to install UFB to when it was finally connected and working. I took 3 days off where I had to be home for the installation to be done. Only the third day off was successful but I did get a free month for my trouble. It would be interesting to know how long it took others to get UFB connected. Of course every connection is different and has its own issues but 5 months to get connected was too long in my opinion.


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Uber Geek

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  #1170714 7-Nov-2014 12:27
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geek4me: Ordering the new plan is only where the fun starts. Once that is done how long does it take to get it installed.

A friend had "fun" with his installation but it got there in the end.

Hopefully my own one (with a different ISP) will be easier; I own the property, it's a front section, the cable can go either overhead or underground, and I plan for the ONT to be in an accessible place. It's supposed to be ready "by Nov-2014" so I've been checking the map like a maniac :)

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