Current situtation 2 Phone lines
When signing up we decided to get a Central splitter installed as 2 phone lines phones were all going onto the same line, the tech came out and took the jack from the second phone line and reassigned it to the adsl line ( We now no longer have any jacks for the second line in the house)
At the time of signup, they said the activation would be done on the 25th Feb fair enough, So we called up before this on the 22nd i think to make sure all was going well. This was quite a complex switch over you see, there were 2 lines (one with home phone line and the other with a fax on it and also the broadband), the idea was to get the faxline and keep the old second line number for this. After explaining this issue thoroughly the rep seemed to understand and said that the fax could take that number and they would port it off telecom.
Just to make sure we phoned again on the 26th to check the faxline number was going through. They said they had no record of this so we asked them to do it again, he said ok and he would get it done, After a month still no faxline or feature pack on the account. We never noticed this as the feature pack was still working on the phone line (and still is) must be telecom still providing it. Recently we noticed we got a bill from telecom for broadband and the second home line ???? This should have been ported to vodafone and they should have cancelled the broadband. We phoned up the customer services man, (Robin) he said they had no reference to the other phone line and faxline had never even been attempted to be activated with the ported number. ??????????
It is quite clear on the internet sign up page
Home Phone details: Account number etc etc
Broadband Details : Account number , ISP, etc etc (This information will be used to notify your ISP you have moved to vodafone)
Apparantly this is not the case this information will infact be discarded and we will assume everything is on one line and we will do nothing.
So 2 months of $86.15 in telecom account charges for services we do not recieve and couldn't even if we wanted to as the Technician removed the phone line from the house then billed vodafone for his services who in turned billed us.
Even if vodafone wasn't going to fulfill its commitment to cancel the old broadband, They should have told us they were not going to do it . Especially when we phone up twice to get the number of the other line ported to vodafone faxline, This was also completely ignored obviously and we were not told about this.
You would think after all this and a 2 hour arguement with the customer service rep yesterday they would accpet their mistakes and just refund the $160 in telecom fees. They did not, in fact they repeatedly came up with nonsensical and irrelevant issues that meant they won't pay. Such as: We never recieved any information on the other phone line (Blatent lie, its there in black and white on the sign up page) We couldnt port the faxline number because there is a smart pack on that account (Blatent lie, the smart pack was on the other phone line and they never even attempted to port the number and didnt tell us it went wrong if they did attempt it)
Probably going to send this of to the Telecomunications Dispute Resolution service as Vodafone are refusing to listen to the problem of let us talk to anyone other than the customer service reps.
Sorry for the long speil but this is just how infuriating the whole situation is.