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654 posts

Ultimate Geek

# 215051 10-Jun-2017 02:08
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Does anyone from Vodafone still read this forum?


The story so far...


#1/05/2017 I ring Vodafone to cancel my TV service as I no longer need it, never watch it, because the content is endless repeating crap (mostly) I was on the old Telstra Clear triple service (TV, Internet 100/10 cable in Wellington, and land line) paying $220 a month.


Cancelling the TV service saves me $110 month. (I had two pay channels besides the basic 'free' channels)


I get put through to the retention team, and the CSC arranges to have my TV service cancelled on 09/06/2017 (the start of my Billing month)


They also offer me the option of changing to FibreX 200/20 unlimited make my Internet bill to $80 month for 12 months, then increase it to $90 month for the next 12 months, on a 24 month contract, with a land line.


FibreX is installed two days later, and up and running with my own router, not the Vodafone one.


The only minor problem I had was speed wouldn't go above 100/10 for the first two days on my own router, but would do 200/20 on the Vodafone one. Finally clicked on Sunday that my Router had QOS set to limit speed to 100/10, instead of 200/20.


The contract email I received from Vodafone on Monday still listed the TV service as part of my contract. Called Vodafone, and the CSC I spoke to said there was a cancellation order for my  TV service but said there was no date for it! He said he'd fix that.


Called on Friday morning /09/06/2017) to ask why My TV service was still connected. CSC confirmed that there is a cancellation order for 09/06/2017, and all that will happen is the tech will disconnect it at the street cabinet sometime on 09/06/2017. All I needed to do was return the T Box to the nearest Vodafone store.


I got home from work after 07:00pm and the TV service is still connected.


Called Vodafone, and the CSC said it should be disconnected. I told him it wasn't disconnected, and after some 'looking into this' comments, etc he said it was scheduled for 12/06/2017.


I don't have to pay for the TV service after 08/06/2017 right? (I told the CSC I wont be paying for any TV service after 08/06/2017.)



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5133 posts

Uber Geek

Lifetime subscriber

  # 1797585 10-Jun-2017 03:52
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@mikehales is best to look into this


615 posts

Ultimate Geek

Vodafone NZ

  # 1797602 10-Jun-2017 09:16
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Drop me your account number in a message and I'll pick it up for you, sorry for the hassles.

Channel Manager, Help & Support @ Vodafone NZ


654 posts

Ultimate Geek

  # 1797629 10-Jun-2017 10:47
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MikeHales: Drop me your account number in a message and I'll pick it up for you, sorry for the hassles.




Thanks for your help.

654 posts

Ultimate Geek

  # 1798755 12-Jun-2017 18:25
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MikeHales: Drop me your account number in a message and I'll pick it up for you, sorry for the hassles.






    Today (12/06/2017) I get a call at 09:12am from a technician telling me he'll be here in a few minutes to disconnect the TV service. 12 midday rolls around, no sign of any technician, no phone calls, nothing! 


Get home from work at 05:30pm, T-Box modem appears to be disconnected (lights flashing) I turn on the TV and T-Box. Still getting the full TV service!


I call 0508 888 800, and speak to Kim, who INSISTS my TV service has been disconnected, even after putting me on hold and talking to provisioning.


I tell her numerous times that it hasn't been disconnected! She says she'll put in a request to have a technician come out again **SOMETIME**   As I"m getting nowhere with her I ask to speak to her team leader.


After being put on hold again, she comes back and says they cant talk right now, they're too busy, and I will get a call back sometime in the next day or so!!!!  


Yet again I have to send a complaint letter to Vodafones Head Office about the appalling service Vodafone staff provide to customers!!    

5133 posts

Uber Geek

Lifetime subscriber

  # 1798758 12-Jun-2017 18:28
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You need to do @mikehales so he knows about the post and the ongoing issues


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