So, moved in to a new house a couple of weeks back and signed up online for a new DSL and homephone service with Vodafone (Friday 20/11). Already a Vodafone customer at our previous address so was fairly straight forward. Just after that made a call to Vodafone Customer service to organize termination of services at our previous address.

Being a Friday afternoon I thought the 20 minute wait on hold was reasonable and the CSR was most helpful. She organized for service to the old address to be terminated at the end of the month (30/11) and told me since we were just moving that the setup costs for the new connection would be waived. Great! :)  Then said the new connection would take a few days to provision and they would txt me when the new connection was active. All good.

Busy weekend shifting furniture, so come Monday (23/11) thought I'd see if the line was now active (was definitely disconnected before) and it was. Great! Call to my cellphone shows me the new number, put the new details in the modem and we're all go... now the fun(?) starts!

Over the next couple of days we get a few phone calls for people who aren't us? OK maybe 1 person dials a wrong number but 3 or 4 in 2 days? Somethings up. On Wednesday (25/11), get a call from Vodafone to say a mistake was made and the number we were given was already in use and give us another one. OK no problem. Internet still working and phone (seems to) still work.

Login to My Vodafone a couple of days later (27/11) and the account showing is still the "old" new number... maybe give it a few days. Then over the weekend I try to call my brothers cellphone. Won't connect. So I try calling my own cellphone. Won't connect. Try dialing in from my cellphone. Connects. Try dialing out to local number. Connects. Try dialing a toll number. Won't connect. Aha! Maybe a toll block has been (inadvertently) set on the new number.

So yesterday, Monday (30/11), I call Vodafone to try and get this sorted. I follow all the prompts and my call is answered in a couple of minutes (Great!) and I go through the (as you can see) fairly long explanation of what is wrong. After many questions and much key tapping I'm told the number on our account isn't the number I'm calling from (I know I just explained that it's still showing the "old" new number!) Then she proceeds to tell me the "new" new number is  a 'Clear' number and she'll have to transfer me to the 'Clear' department! At that point I cut her off and tell her we are not, nor ever have been, a 'Clear' customer. (But has this number been somehow 'tainted' as a 'Clear' number?) Cue more key tapping and then transfer to another department... (accounts I think)

And then explain all over again what is wrong... cue more key tapping and... transfer to another department... (tech support I think)

And then frustration at having to repeat the whole situation for a third time leads to a 'cliff notes' version to this CSR and then... they hang up?!?

So no resolution there...

Guess I've been on these forums long enough now to know I should have just appealed to one of the Vodafone Geeks on here to get help! PLEASE HELP Vodafone Geeks!


So what's my point in all this? It's that I think Vodafone customer service is, on a whole, pretty good. But the problem is people will usually remember a bad experience more than the good.