SOLVED- Vodafone - 1 hour plus wait and still no answer on call centre-.

Forums › One New Zealand (including Vodafone, WxC, Farmside) › SOLVED- Vodafone - 1 hour plus wait and still no answer on call centre-.

Tatou

235 posts

Master Geek

#166299 8-Mar-2015 22:15

Unbelieveable zero service. I resist every need to ring Vodafone ( and TelstraClear before) but sometime have to.

Remote is not working on the Vodafone STB but it is working on the Samsung TV. Done the STB power off and reboot and new batteries in the remote. The channel select etc is working on the STB itself so maybe a problem with the infrared on the STB

Go to MyVodafone but can't find a way to notify this problem.
Ring at 9pm Sunday night- leave phone on speaker by computer- still no answer at 10.11pm

Suppose I will have to waste my time and go to a store tomorrow.

Any suggestions?

1 | 2 | 3 | 4

6614 posts

Uber Geek
Inactive user

#1253618 8-Mar-2015 22:27

I fortunately still have people i can reach out to at that company for help, I tried to call the other day and wasted a good part of 3 hours with no resolution. A friend fixed it in 5 minutes.

I will be changing to Bigpipe when i can, (I just dont pay the bills, yet)

MadEngineer

4271 posts

Uber Geek

Trusted

#1253620 8-Mar-2015 22:31

9pm on a Sunday night

You're not on Atlantis anymore, Duncan Idaho.

quickymart

13924 posts

Uber Geek

ID Verified

#1253624 8-Mar-2015 22:36

Is there ever a good time to call them these days? When I worked there (at Faults) evenings after 10 o'clock was usually the best time for a quick answer time.

Tatou

235 posts

Master Geek

#1253628 8-Mar-2015 22:37

Have heard "How Bizarre" four times now as the songs rotate around.
I am sure there is a message there.

Yes I know it is Sunday night . Turning off the phone soon and going to bed.

This is probably the 4th time I have had to call the call centre since Chello days so I count myself lucky.

quickymart

13924 posts

Uber Geek

ID Verified

#1253635 8-Mar-2015 22:51

Chello...whoa! Blast from the past there. I remember after Telstra Saturn and Clear merged Chello was quietly dropped. It wasn't very good anyway.

Tatou

235 posts

Master Geek

#1253638 8-Mar-2015 23:11

Got through at 11.00pm - 2 hr wait.
Very pleasant person.

Fixed problem. The STB had somehow stopped receiving the STB remote infrared as I suspected - Remote still was controlling TV.

Tried holding remote STB button for 20 seconds. NOthing.

Turned off both Modem and STB. Full reset done remotely on STB and modem.

Held STB button for 10 seconds while pointing at STB.

All working again.

richms

28168 posts

Uber Geek

Trusted

Lifetime subscriber

#1253639 8-Mar-2015 23:51

You would think that things like that would be on some form of knowledge base online so you dont have to bother their staff and waste a crapload of your time.

Richard rich.ms

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

Tatou

235 posts

Master Geek

#1253648 9-Mar-2015 06:27

I think the remote reset was the critical part of the fix- needed to have VF person to do that.

The 20sec STB button relied on the STB infrared working( which it was not).

Anyway fingers crossed the fix is lasting.

Glad no need for a STB swap or tech to come out

Batman

Mad Scientist
29760 posts

Uber Geek

Trusted

Lifetime subscriber

#1253650 9-Mar-2015 06:44

Surely you're gonna get disgruntled over worked under appreciated CSRs like that? Or do you mean the CSRs have set up hold music for an hour while they finish DOTA before taking calls?

richms

28168 posts

Uber Geek

Trusted

Lifetime subscriber

#1253948 9-Mar-2015 12:52

Tatou: I think the remote reset was the critical part of the fix- needed to have VF person to do that.

The 20sec STB button relied on the STB infrared working( which it was not).

Anyway fingers crossed the fix is lasting.

Glad no need for a STB swap or tech to come out

The knowledge base could link to a section of my accounts to achieve a remote reset if done properly.

Richard rich.ms

Demeter

709 posts

Ultimate Geek

Trusted

One NZ

#1253960 9-Mar-2015 12:58

richms:
Tatou: I think the remote reset was the critical part of the fix- needed to have VF person to do that.

The 20sec STB button relied on the STB infrared working( which it was not).

Anyway fingers crossed the fix is lasting.

Glad no need for a STB swap or tech to come out

The knowledge base could link to a section of my accounts to achieve a remote reset if done properly.

http://help.vodafone.co.nz/app/answers/detail/a_id/23664/kw/remote

networkn

Networkn
32349 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1253962 9-Mar-2015 13:00

richms: You would think that things like that would be on some form of knowledge base online so you dont have to bother their staff and waste a crapload of your time.

Haha what are the chances that someone would use it even if it existed? Search function on these forums, one of the largest groupings of geeks in NZ isn't widely used here, why would it be used by end users of an ISP?

richms

28168 posts

Uber Geek

Trusted

Lifetime subscriber

#1253965 9-Mar-2015 13:02

networkn:
richms: You would think that things like that would be on some form of knowledge base online so you dont have to bother their staff and waste a crapload of your time.

Haha what are the chances that someone would use it even if it existed? Search function on these forums, one of the largest groupings of geeks in NZ isn't widely used here, why would it be used by end users of an ISP?

Its time they start billing for support calls that could be resolved by the knowledge base. Must cost a fortune answering all those dumb peoples questions about their phones.

Richard rich.ms

networkn

Networkn
32349 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1253969 9-Mar-2015 13:04

richms:
networkn:
richms: You would think that things like that would be on some form of knowledge base online so you dont have to bother their staff and waste a crapload of your time.

Haha what are the chances that someone would use it even if it existed? Search function on these forums, one of the largest groupings of geeks in NZ isn't widely used here, why would it be used by end users of an ISP?

Its time they start billing for support calls that could be resolved by the knowledge base. Must cost a fortune answering all those dumb peoples questions about their phones.

Get Real! No chance of them being able to do that, wrong audience, the time taken in billing and then the number of times people would dispute it. Entirely Impracticable.

Tatou

235 posts

Master Geek

#1254302 9-Mar-2015 19:28

Demeter:
richms:
Tatou: I think the remote reset was the critical part of the fix- needed to have VF person to do that.

The 20sec STB button relied on the STB infrared working( which it was not).

Anyway fingers crossed the fix is lasting.

Glad no need for a STB swap or tech to come out

The knowledge base could link to a section of my accounts to achieve a remote reset if done properly.

http://help.vodafone.co.nz/app/answers/detail/a_id/23664/kw/remote

You will see that knowledge answer was published the day AFTER I called the contact centre. Good to see VF learning from calls and publishing answers .
Edit- Strange if you click the link above you can't see the published date- well I cant with Chrome on Windows but having accessed the page from an Android tablet via Chrome by clicking on a link in an email on the tablet I can see the publish and update information

Whilst it appears remote reboot is not needed the key is to depower the modem and depower the STB at the same time.
When they rebooted mine I could see them log in to the STB ( they put in the PIN and then it rebooted- not just turn off and turn back on again

1 | 2 | 3 | 4