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Geek
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# 177382 31-Jul-2015 14:35
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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.

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Master Geek
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  # 1356088 31-Jul-2015 14:46
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Your quickest option is to call them. The wait times are considerably less than before.

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  # 1356093 31-Jul-2015 14:52
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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.

 
 
 
 


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  # 1356108 31-Jul-2015 15:05
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When I rang them a few weeks ago it was more like a 5 minute wait time.




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  # 1356111 31-Jul-2015 15:09
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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.

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  # 1356117 31-Jul-2015 15:16
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Did you try callling before posting and is it a question a staff member can answer in thus thread?

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# 1356120 31-Jul-2015 15:20
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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







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  # 1356175 31-Jul-2015 16:56
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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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  # 1356182 31-Jul-2015 17:03
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What day did you sign up for Cable? As reading your first post you just signed up



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  # 1357174 2-Aug-2015 16:20
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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?

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  # 1357179 2-Aug-2015 16:39
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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.




Sideface




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  # 1357183 2-Aug-2015 17:01
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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.

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  # 1357498 3-Aug-2015 08:51
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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.



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  # 1369147 19-Aug-2015 10:29
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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:)

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  # 1369149 19-Aug-2015 10:32
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I use Twitter for a lot of contact with them, otherwise email is next best if its nothing urgent.





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  # 1369156 19-Aug-2015 10:39
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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.



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