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536 posts

Ultimate Geek
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Topic # 185672 1-Dec-2015 12:59
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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.

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19282 posts

Uber Geek
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  Reply # 1438530 1-Dec-2015 13:26
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@tangerz DM some details and I can take a look

Edit: When moving best to use the online process

http://www.vodafone.co.nz/broadband/moving-home/ and we any move 10 business days notice required

John



536 posts

Ultimate Geek
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  Reply # 1438588 1-Dec-2015 13:55
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Thanks John. Will DM you.

 
 
 
 


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Ultimate Geek
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  Reply # 1438598 1-Dec-2015 14:07
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My understanding is you've requested a new set of services on a new account at the new house instead of doing a relocation with the existing account. The services connected at the new house may have been left over from the old tenant. Your services may have been connected there as well but aren't wired through to the jackpoints you're using.

Will depend exactly on what has happened but we may need to abandon the existing services and connect yours in their place, or maybe get a tech out to change the wiring for which line is active to your jackpoints.



536 posts

Ultimate Geek
+1 received by user: 154


  Reply # 1438639 1-Dec-2015 14:50
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VodafoneDylan: My understanding is you've requested a new set of services on a new account at the new house instead of doing a relocation with the existing account. The services connected at the new house may have been left over from the old tenant. Your services may have been connected there as well but aren't wired through to the jackpoints you're using.

Will depend exactly on what has happened but we may need to abandon the existing services and connect yours in their place, or maybe get a tech out to change the wiring for which line is active to your jackpoints.


Hey Dylan! Thanks for the reply. 

We did sign up for a new service, but it was on the same account ('Add a New Service' tab in MY Vodafone) This was because we wanted to have a 3-4 week services 'overlap' due to the fact we would still be living in the old house while moving into the new one, and we wanted service at both premises during that time. The move is within the same local calling area but different exchanges so from research here on GZ I found keeping our old number wouldn't be possible anyway so didn't matter that it was a new service rather than a relocation, (and we wanted the overlap anyway...)

As to the services at the new house, the phones were definitely all disconnected when we moved in, (I checked all jackpoints while trying to figure out the wiring configuration!) They are all wired to the same incoming 'pair' and they only became active on 23/11 when Vodafone emailed to say they were now active. Then on 25/11 we had the call to advise of the change of number. An email titled 'Updates about your Vodafone Fixed Line order' that same day advised 'ChangeNumber OTHER' as additional info.

Anyway have DM'd johnr now. Will update on how it goes.

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Ultimate Geek
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  Reply # 1438655 1-Dec-2015 15:01
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tangerz:
VodafoneDylan: My understanding is you've requested a new set of services on a new account at the new house instead of doing a relocation with the existing account. The services connected at the new house may have been left over from the old tenant. Your services may have been connected there as well but aren't wired through to the jackpoints you're using.

Will depend exactly on what has happened but we may need to abandon the existing services and connect yours in their place, or maybe get a tech out to change the wiring for which line is active to your jackpoints.


Hey Dylan! Thanks for the reply. 

We did sign up for a new service, but it was on the same account ('Add a New Service' tab in MY Vodafone) This was because we wanted to have a 3-4 week services 'overlap' due to the fact we would still be living in the old house while moving into the new one, and we wanted service at both premises during that time. The move is within the same local calling area but different exchanges so from research here on GZ I found keeping our old number wouldn't be possible anyway so didn't matter that it was a new service rather than a relocation, (and we wanted the overlap anyway...)

As to the services at the new house, the phones were definitely all disconnected when we moved in, (I checked all jackpoints while trying to figure out the wiring configuration!) They are all wired to the same incoming 'pair' and they only became active on 23/11 when Vodafone emailed to say they were now active. Then on 25/11 we had the call to advise of the change of number. An email titled 'Updates about your Vodafone Fixed Line order' that same day advised 'ChangeNumber OTHER' as additional info.

Anyway have DM'd johnr now. Will update on how it goes.


Okay, thanks for that, not as I thought then! Will probably be an easy fix once we figure out what's happening.



536 posts

Ultimate Geek
+1 received by user: 154


  Reply # 1448575 11-Dec-2015 09:45
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Just to update, things are all sorted now thanks to johnr and the Vodafone geeks!

Thanks John!  laughing

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