Best way to contact Vodafone

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Best way to contact Vodafone

Geektress

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#177382 31-Jul-2015 14:35

Just signed up for cable - what is best way to contact them without spending my life in a phone queue? Sent them an email this afternoon to see if that might work.

notesgnome

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#1356088 31-Jul-2015 14:46

Your quickest option is to call them. The wait times are considerably less than before.

mattwnz

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#1356093 31-Jul-2015 14:52

notesgnome: Your quickest option is to call them. The wait times are considerably less than before.

According to radio NZ, a few days ago it was 50 minutes, so what was it before? They were discussing Vodafones support problems on radio nz a few days ago on the panel, and one of the panelists said they what they did was visit to their big office in Christchurch (not their retail store) , and they sorted it out for them quickly, and they found the service really good. So it sounds like the problems are more to do with their processes.

Lias

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#1356108 31-Jul-2015 15:05

When I rang them a few weeks ago it was more like a 5 minute wait time.

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dylanp

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#1356111 31-Jul-2015 15:09

Geektress: Just signed up for cable - what is best way to contact them without spending my life in a phone queue? Sent them an email this afternoon to see if that might work.

The email team have really cut down their reply timeframes too. Probably won't be too long.

johnr

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#1356117 31-Jul-2015 15:16

Did you try callling before posting and is it a question a staff member can answer in thus thread?

nakedmolerat

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#1356120 31-Jul-2015 15:20

johnr: Did you try callling before posting and is it a question a staff member can answer in thus thread?

Thus thou must do.

I rang vodafone 4 weeks ago - it was answered within 5 minutes...

edit: they can't solve the issue - but thy lord johnr fix it for me

Geektress

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#1356175 31-Jul-2015 16:56

Sorry I should have noted that I tried the phone line - said high level of calls and would be more than 15 mins wait time when I called early afternoon - had to go and pick up the kids so I didnt hold. Tried just before and was on hold for 16 mins (no message regarding wait time this time) - again had kids stuff to do. I wanted to check when I would be rung about connecting us up and bringing the modem around - was told someone would be in touch within 3 days so just checking I hadn't fallen off the radar as 3 days have passed. I did try to search this query on the community but coudn't find any info on the initial connection phase. Sorry I didnt mean to bother the Vodafone guys on here - my issue not that big or urgent - just trying to avoid being on hold for a great length of time :) Is there are better time of the day to ring perhaps.

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johnr

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#1356182 31-Jul-2015 17:03

What day did you sign up for Cable? As reading your first post you just signed up

Geektress

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#1357174 2-Aug-2015 16:20

I signed up on Tuesday - they just replied to my email so looks like this is the best method - happy with that and the response time :) Just wondering though my welcome letter arrived yesterday says I will be charged $99 connection fee and $149 wiring fee - no mention of that on the website that I could see and not mentioned by the guy I talked to when I signed up :( I have had cable in the past so I know the wires work. Are these charges standard and I missed the fine print?

Sideface

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#1357179 2-Aug-2015 16:39

Geektress: I signed up on Tuesday - they just replied to my email so looks like this is the best method - happy with that and the response time :) Just wondering though my welcome letter arrived yesterday says I will be charged $99 connection fee and $149 wiring fee - no mention of that on the website that I could see and not mentioned by the guy I talked to when I signed up :( I have had cable in the past so I know the wires work. Are these charges standard and I missed the fine print?

From the VF website:

Modem and connection offer on cable broadband plans

Terms and Conditions

This offer includes:
Free use of a wireless modem.
A free standard broadband connection and wiring (worth $248). Additional wiring charges may apply for non-standard installations.

You will be eligible for this modem and connection offer when you sign up to an eligible Cable 40GB, 80GB or Unlimited home broadband data plan for a 12 month term.

This offer is only available to customers who are new to Vodafone Cable broadband.

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Geektress

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#1357183 2-Aug-2015 17:01

Ok great I think - just hope they consider me a 'customer new to Vodafone Cable broadband' - have had it in the past so maybe not.

dylanp

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#1357498 3-Aug-2015 08:51

Geektress: Ok great I think - just hope they consider me a 'customer new to Vodafone Cable broadband' - have had it in the past so maybe not.

Yeah, so long as it's on a new 12 month term that'll be waived.

Geektress

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#1369147 19-Aug-2015 10:29

So thought I would give an update - email was the best way to contact Vodafone - I got good responses within 24 hours. I was connected within about 9 days of the initial contact which was great. Customer service via the email was great too - they said the letter with the connection and wiring pricing was not applicable (I had just got sent the standard letter) and I wouldn't be charged the extra as it was a no contract connection plus she said she would monitor my first few bills to make sure of this which was really reassuring. The upload speed has gone from 0.7-2 Mbps (ADSL Flip) to 27-37 Mbps (Voda Cable) so the family is pretty damn happy now:)

xpd

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#1369149 19-Aug-2015 10:32

I use Twitter for a lot of contact with them, otherwise email is next best if its nothing urgent.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Hoofhaarted

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#1369156 19-Aug-2015 10:39

As with any call centre, best times to call are where the shifts of the agents overlap.

1:30 pm - 4 pm are the best times.

Prior to 9 am recently has also been good.

Worst times are 4 - 7 pm.