Vodafone cocks-up

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Bowering

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#228839 25-Jan-2018 09:43

A cock-up. My elderly mother is moving house next Friday but you've cut her services this morning. They need phone and internet back on ASAP as they still have movers, doctors and hospital appointments to arrange. She's quite ill and distraught - please sort this. I'll PM the account on a response. Have also messaged VF on Facebook.

Thanks, Gary

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#1946443 25-Jan-2018 09:46

Have you tried calling them? That should be your first line of communication.

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#1946448 25-Jan-2018 09:54

@Bowering This is not an official support forum you have to call in this case also sending a DM on facebook does not mean a quick turn around

I would say Chorus has disconnected it early seen this many times when the job has the actual correct date

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Lias

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#1946458 25-Jan-2018 10:16

Given that OP used to be one of the public faces of TelstraClear both on these forums and elsewhere, my guess is he's just making sure he hits every lever he can find to get it fixed ASAP.

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Coil

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#1946465 25-Jan-2018 10:35

Tough one mate, hopefully the lines are still intact. (if so that's a few hours turn around)

Could have been error with Vodafone/Chorus or who ever requested the move.
Your best bet, Call them. Advise it was disconnected early and that it is required for medical reasons. (They are silly if they do not have a mobile phone, if they don't go get them one now, if they do not want one, then thats their own fault for not having a redundant form of communication and I wouldn't take their medical needs seriously)

Best of luck!

Bowering

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#1946494 25-Jan-2018 11:21

Thanks all - yes, just covering all bases given the stress it's adding on the old girl (and being alone halfway up the island doesn't make her less stressed... not me more pleased given I'm at work so don't need the extra hassle here either! :-)). She's been through the call centre - less than helpful on first contact it seems, but landline is back now. Hopefully BB will follow. FWIW, my Facebook DM was seen at 0943, but still not reply, so less than helpful there as well.

Cheers, gb

Coil

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#1946496 25-Jan-2018 11:30

Bowering:

Thanks all - yes, just covering all bases given the stress it's adding on the old girl (and being alone halfway up the island doesn't make her less stressed... not me more pleased given I'm at work so don't need the extra hassle here either! :-)). She's been through the call centre - less than helpful on first contact it seems, but landline is back now. Hopefully BB will follow. FWIW, my Facebook DM was seen at 0943, but still not reply, so less than helpful there as well.

Cheers, gb

Its not the official channel for faults so you cannot expect a turn around or resolution through that channel.
If anything they would have just forwarded it onto someone to call you back and once confirmed they will let you know that :)

http://help.vodafone.co.nz/app/answers/detail/a_id/11692/~/problems-with-your-landline%3F

In the help section it advises that you call their number and not anything else :)

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Bowering

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#1946520 25-Jan-2018 12:07

Coil:

Its not the official channel for faults so you cannot expect a turn around or resolution through that channel.
If anything they would have just forwarded it onto someone to call you back and once confirmed they will let you know that :)

http://help.vodafone.co.nz/app/answers/detail/a_id/11692/~/problems-with-your-landline%3F

In the help section it advises that you call their number and not anything else :)

Yep, I know. But there's a reason VF are consistently at the bottom of the customer satisfaction tables, and these sorts of issues and the sometimes (often?) poor response from the call centre are among the cause for low ratings. And it's better to use multiple channels early when the customer is my old mother who worries about everything, including worrying if she has no reason to worry! :-)

I'm assuming that the issue is now resolved since the landline is on, although BB is needed for the email dealings with movers etc and she has no idea how to set-up a hot-spot and connect to mobile data, even if she had data on her pre-pay phone.

Once again, GZ folk offer good advice and proves it's one of the best places to be - thanks all!

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#1946534 25-Jan-2018 12:42

Bowering:

Coil:

Its not the official channel for faults so you cannot expect a turn around or resolution through that channel.
If anything they would have just forwarded it onto someone to call you back and once confirmed they will let you know that :)

http://help.vodafone.co.nz/app/answers/detail/a_id/11692/~/problems-with-your-landline%3F

In the help section it advises that you call their number and not anything else :)

Yep, I know. But there's a reason VF are consistently at the bottom of the customer satisfaction tables, and these sorts of issues and the sometimes (often?) poor response from the call centre are among the cause for low ratings. And it's better to use multiple channels early when the customer is my old mother who worries about everything, including worrying if she has no reason to worry! :-)

I'm assuming that the issue is now resolved since the landline is on, although BB is needed for the email dealings with movers etc and she has no idea how to set-up a hot-spot and connect to mobile data, even if she had data on her pre-pay phone.

Once again, GZ folk offer good advice and proves it's one of the best places to be - thanks all!

BB can often take a little longer to get intact reactivations done.

All down to how quickly chorus 'act'

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Lias

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#1946593 25-Jan-2018 14:09

Good luck with getting the BB back Gary.

Chorusnz

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Chorus

#1947109 26-Jan-2018 12:06

Linux:

@Bowering This is not an official support forum you have to call in this case also sending a DM on facebook does not mean a quick turn around

I would say Chorus has disconnected it early seen this many times when the job has the actual correct date

Linux

Hey, the disconnection processes is highly automated and the date requested for disconnection by the broadband provider is the date it will happen unless ASAP is selected and then it's ASAP.

@Bowering private message me their address, your full name and theirs and I'll look into it. There's going be limited info I can provide if you're not the account holder But I'll do what I can to help. ^Mike

Bowering

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#1947208 26-Jan-2018 15:21

Chorusnz:

Hey, the disconnection processes is highly automated and the date requested for disconnection by the broadband provider is the date it will happen unless ASAP is selected and then it's ASAP.

@Bowering private message me their address, your full name and theirs and I'll look into it. There's going be limited info I can provide if you're not the account holder But I'll do what I can to help. ^Mike

Thanks mike - I'll do that now.

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#1947243 26-Jan-2018 16:55

Chorusnz:

Linux:

@Bowering This is not an official support forum you have to call in this case also sending a DM on facebook does not mean a quick turn around

I would say Chorus has disconnected it early seen this many times when the job has the actual correct date

Linux

Hey, the disconnection processes is highly automated and the date requested for disconnection by the broadband provider is the date it will happen unless ASAP is selected and then it's ASAP.

@Bowering private message me their address, your full name and theirs and I'll look into it. There's going be limited info I can provide if you're not the account holder But I'll do what I can to help. ^Mike

@ChorusNZ Then someone in the big Red shed messed up (and I don't mean the Warehouse)

Linux