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320 posts

Ultimate Geek
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# 178972 21-Aug-2015 10:55
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I'm tired of the failing Telstraclear systems and double queue waits because of transfers when it comes up the account is TelstraClear!  I'd love to move the account I'm an authority on to a proper Vodafone account and remove the double queue waits at least.  Anyone have an idea how to make this happen?

I can accept that things go wrong and queuing for service is part of the deal, but the transfers that happen when it comes up that the account is TelstraClear is a painful often extra hour and a half wait after an initial hour to an hour and a half wait.  It's up to 3 hours of crackly substandard New Zealand on Air music I am forced to listen to carefully, because I might miss when the rep comes on the line.


I called Vodafone for the second time this morning on the same number/options.  I mentioned the double queue waits, and transfers because of the TelstraClear account, and was told this never happened and people only got transferred when there were full queues (or some similar reason).  The rep vowed she was able to handle any TelstraClear query.

But when I called Vodafone this morning for the first time with an issue likely caused by the way the technical issue I will mention below was resolved, and I got a person on the line, I gave the customer number and was asked what kind of account it was when the person struggled to bring it up, and when I told him it was TelstraClear, he said he needed to forward me to another department for that!

When I called Vodafone the previous time with a technical issue 2 or 3 months back where the broadband monitoring for our account broke I got a person on the line, and when they went to address the issue and noted we were a TelstraClear customer, I was transferred to another department because they couldn't handle it.  Note that they had to reset our account completely to fix it, we got emails detailing all services being removed one by one, and readded one by one. 


Anyone got any idea who to talk to to get the account to be made a proper Vodafone account so I never get the "I can't handle TelstraClear accounts, let me redirect you to someone who can" requeue experience ever again?

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762 posts

Ultimate Geek

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  # 1371463 21-Aug-2015 11:30
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What type of broadband connection do you have? (I assume it's a broadband connection?)
When was that connection established?
What number are you calling?



320 posts

Ultimate Geek
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  # 1371491 21-Aug-2015 11:37
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Broadband/home phone, ADSL.
The only number from the web site residential broadband/homephone section on the vodafone website.  From there the appropriate billing/service option depending on the problem.  There's no ability there to say give me the TelstraClear capable service center.
No idea when it was established, when TelstraClear was still around as a separate entity, some years before that I guess.

 
 
 
 




320 posts

Ultimate Geek
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  # 1430491 18-Nov-2015 16:25
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This time my father had to call up to increase his broadband package from 40GB to 80GB.  This is the next call we've made any mentioned above.

 

     

  1. He waits in the queue and in due course gets someone.
  2. Service person: "You have 80GB already."
  3. Father: "No I don't"
  4. Service person: "You have ultrafast broadband."
  5. Father: "No I don't"
  6. Service person: "You have sky tv with us"
  7. Father: "No I don't"  <-- starting to get pissed off.
  8. Service person: "Let me transfer you to someone who can help you."
  9. The standard two queue waits has happened again.

 

This is ridiculous.  Every time we call up it seems like we get the telstraclear shuffle.

19282 posts

Uber Geek
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  # 1430497 18-Nov-2015 16:30
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Is he a Cable HFC customer and what number did he call?



320 posts

Ultimate Geek
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  # 1430500 18-Nov-2015 16:34
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As posted above, Broadband/home phone, ADSL.  I have no idea what cable HFC is.

0800800021

19282 posts

Uber Geek
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  # 1430504 18-Nov-2015 16:35
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If he called 0800getihug and is connected to the Cable HFC network then this can cause confusion

On the VodafoneNZ contact us page a reference is mentioned formly with Telstraclear then call this 0508 number

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Uber Geek
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  # 1430505 18-Nov-2015 16:37
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rmt38: As posted above, Broadband/home phone, ADSL.  I have no idea what cable HFC is.

0800800021


Did he use to be a Telstraclear customer? Then it's still the 0508 number under contact us formly Telstraclear

 
 
 
 


19282 posts

Uber Geek
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  # 1430507 18-Nov-2015 16:38
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HFC is the Hybrid Fibre Coax network obtained from Telstraclear

I would link off to 0800 / 0508 number but on bus right at this minute

19282 posts

Uber Geek
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  # 1430509 18-Nov-2015 16:42
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Further to this his invoice will have TCL showing somewhere on it if he is on the former Telstraclear platform

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Uber Geek
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  # 1430514 18-Nov-2015 16:49
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0800 800 021 is for mobile so not sure he would be calling that number anyway



320 posts

Ultimate Geek
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  # 1430516 18-Nov-2015 16:51
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Thanks for the help.  I've asked the people on the contact number before why we get the second queue, and they denied it happens, so we'll try the telstraclear number next time.  I've also been they can't handle us, and to call back on another number - which wasn't the 0508 number.  So I suspect the operators are as clued up as we are.

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Uber Geek

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  # 1430517 18-Nov-2015 16:52
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rmt38: Thanks for the help.  I've asked the people on the contact number before why we get the second queue, and they denied it happens, so we'll try the telstraclear number next time.  I've also been they can't handle us, and to call back on another number - which wasn't the 0508 number.  So I suspect the operators are as clued up as we are.


Have a look on the bill. My ex-TelstraClear bills had 0508 888 800 on them as the number to call.







320 posts

Ultimate Geek
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  # 1430518 18-Nov-2015 16:52
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johnr: 0800 800 021 is for mobile so not sure he would be calling that number anyway

He's 70+, but I've called the other non-0508 broadband number and gotten a pretty identical experience to his.

19282 posts

Uber Geek
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  # 1430525 18-Nov-2015 17:05
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rmt38:
johnr: 0800 800 021 is for mobile so not sure he would be calling that number anyway

He's 70+, but I've called the other non-0508 broadband number and gotten a pretty identical experience to his.


Call the number showing on the invoice, This will get him to the correct place for support

540 posts

Ultimate Geek

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  # 1430529 18-Nov-2015 17:12
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As a new Vodafone customer since earlier this year, I'm also apparently on TCL meaning some call centre staff have been completely unable to locate open tickets or assist, telling me I called the wrong number or am not a customer at all (monthly bills say otherwise).

There is apparently no way to be considered a Vodafone customer once they've decided you're not and at times you can get hung up on rather than getting the second queue.

Good luck!

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