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82 posts

Master Geek


# 228839 25-Jan-2018 09:43
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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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82 posts

Master Geek


  # 1946520 25-Jan-2018 12:07
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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 :)


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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