Can't login to vodafone account services

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cafeg

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#24076 14-Jul-2008 18:12

I can't seem to login at the voodafone website on both our prepay numbers ..
Is anyone else having the same problem ?
These are both supa-prepay accounts..

I'd call customer service to find out whats wrong but they are going to charge me $1 for this .. sigh

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#147851 14-Jul-2008 18:20

cafeg:
I can't seem to login at the voodafone website on both our prepay numbers ..
Is anyone else having the same problem ?
These are both supa-prepay accounts..

I'd call customer service to find out whats wrong but they are going to charge me $1 for this .. sigh

Yep - can't logon. Motormouth Prepay.

They aren't charging yet - it comes on August 1st, so better "make the most of now".

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cafeg

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#147855 14-Jul-2008 18:29

And it just gets worse...
I just tried to call the 0800 number and I got

silence for about 5 secs, then a Voice saying WELCOME TO VODAFONE !
Then just silence after that, no menus no nothing..

And we are going to pay $1 for that in august .. sigh ...

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#147857 14-Jul-2008 18:32

You called an 0800 number? So you are calling from a landline, so they cannot charge your mobile?

What happens when you call 777 ?

Also, I am sure they would have to be like any other pay service, and say that the call will cost you, and that you have x time to hang up.

cafeg

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#147863 14-Jul-2008 19:05

Ok, I just got thru by calling 777 and got my prepay balance from the automated account menu there..

Which brings up another question.. If we call 777 from next month on, do we get charged $1 once we connect and use the automated menus or do we only get charged $1 once we get a CSR on the line ?

manhinli

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#147864 14-Jul-2008 19:05

cafeg:
Ok, I just got thru by calling 777 and got my prepay balance from the automated account menu there..

Which brings up another question.. If we call 777 from next month on, do we get charged $1 once we connect and use the automated menus or do we only get charged $1 once we get a CSR on the line ?

Only for the CSRs.

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#147878 14-Jul-2008 19:55

Hi all,

we have a problem at the moment with a corrupt database. The techs are working on it now and I should have an update for you in the next hour or so... could be an all nighter though.

It means you can't access some services - Manage Your Account being one of those (TXT2Park being another). Sorry about this - they're working on it right now.

As for the $1 charge, this is ONLY for Prepay customers and only for calls that require you to talk to an operator. The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset) so we're encouraging customers to use those. Already 95% of our customer contacts are self service - the remaining 5% consists of a number of people who stubbornly refuse to use the self service solutions and ring to ask things like "what time is it?".

This means the call centre staff aren't available for real calls and so everyone gets grumpy (long call handling times etc). By charging we can weed out those calls, encourage self service where it's feasible AND have call centre staff available to help when they're needed.

The $1 per call is nowhere near enough to cover the costs of talking to a call centre rep - this isn't about making money, it's about freeing up a resource which currently is being used inappropriately.

I had to ring to sort out my wife's Prepay phone the other day. The wait time was 20 minutes or more. That's not acceptable to me and I'm sure it's not to anyone else, either. The plan is that those wait times will be reduced to something more acceptable and when you do call you get the solution you need first time off.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

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manhinli

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#147881 14-Jul-2008 19:59

PaulBrislen: Hi all,

we have a problem at the moment with a corrupt database. The techs are working on it now and I should have an update for you in the next hour or so... could be an all nighter though.

It means you can't access some services - Manage Your Account being one of those (TXT2Park being another). Sorry about this - they're working on it right now.

As for the $1 charge, this is ONLY for Prepay customers and only for calls that require you to talk to an operator. The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset) so we're encouraging customers to use those. Already 95% of our customer contacts are self service - the remaining 5% consists of a number of people who stubbornly refuse to use the self service solutions and ring to ask things like "what time is it?".

This means the call centre staff aren't available for real calls and so everyone gets grumpy (long call handling times etc). By charging we can weed out those calls, encourage self service where it's feasible AND have call centre staff available to help when they're needed.

The $1 per call is nowhere near enough to cover the costs of talking to a call centre rep - this isn't about making money, it's about freeing up a resource which currently is being used inappropriately.

I had to ring to sort out my wife's Prepay phone the other day. The wait time was 20 minutes or more. That's not acceptable to me and I'm sure it's not to anyone else, either. The plan is that those wait times will be reduced to something more acceptable and when you do call you get the solution you need first time off.

Cheers

Paul

When will this be posted on the Vodafone website? It's pretty serious (affecting services like My Vodafone...)

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#147883 14-Jul-2008 20:02

manhinli:
PaulBrislen: Hi all,

we have a problem at the moment with a corrupt database. The techs are working on it now and I should have an update for you in the next hour or so... could be an all nighter though.

It means you can't access some services - Manage Your Account being one of those (TXT2Park being another). Sorry about this - they're working on it right now.

As for the $1 charge, this is ONLY for Prepay customers and only for calls that require you to talk to an operator. The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset) so we're encouraging customers to use those. Already 95% of our customer contacts are self service - the remaining 5% consists of a number of people who stubbornly refuse to use the self service solutions and ring to ask things like "what time is it?".

This means the call centre staff aren't available for real calls and so everyone gets grumpy (long call handling times etc). By charging we can weed out those calls, encourage self service where it's feasible AND have call centre staff available to help when they're needed.

The $1 per call is nowhere near enough to cover the costs of talking to a call centre rep - this isn't about making money, it's about freeing up a resource which currently is being used inappropriately.

I had to ring to sort out my wife's Prepay phone the other day. The wait time was 20 minutes or more. That's not acceptable to me and I'm sure it's not to anyone else, either. The plan is that those wait times will be reduced to something more acceptable and when you do call you get the solution you need first time off.

Cheers

Paul

When will this be posted on the Vodafone website? It's pretty serious (affecting services like My Vodafone...)

I was hoping to have something up by now... shouldn't be too far away.

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

cafeg

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#147887 14-Jul-2008 20:19

Thanks for the quick response on the problem Paul.

One question on your reply,

The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset)

Does this mean that connecting to the vodafone web site with our mobiles to access online account services is free of data charges or are we going to pay data charges for this ?

cokemaster

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#147892 14-Jul-2008 20:28

Paul, this is massively offtopic, but will email contacts to a Vodafone CSR through the voda website be charged $1 per incident?

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#147908 14-Jul-2008 21:16

cokemaster: Paul, this is massively offtopic, but will email contacts to a Vodafone CSR through the voda website be charged $1 per incident?

Nope, we're only talking about reducing the number of unnecessary calls to the call centre - email won't be charged for.

Sounds like the outage means a full restart of the database so that's an all night job I'm afraid... next update I'll get is at 5am. Sorry for the lack of access - this is only the second time this particularly database has needed to be restarted in about five years!

Cheers

Paul

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#147910 14-Jul-2008 21:22

cafeg:
Thanks for the quick response on the problem Paul.

One question on your reply,

The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset)

Does this mean that connecting to the vodafone web site with our mobiles to access online account services is free of data charges or are we going to pay data charges for this ?

Hi there - that's a very good question and one I've raised as well. I'd like to see such contacts through Vodafone live! be zero rated and so do a number of other people within the business. At the moment I don't believe a decision has been made on it one way or the other so I'll keep pressing for it. It makes sense to me that customers be directed to self service and that we make that as easy as possible for them, so there is no need to make that operator call... I'll keep you posted.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

itxtme

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#147920 14-Jul-2008 22:08

PaulBrislen:
cafeg:
Thanks for the quick response on the problem Paul.

One question on your reply,

The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset)

Does this mean that connecting to the vodafone web site with our mobiles to access online account services is free of data charges or are we going to pay data charges for this ?

Hi there - that's a very good question and one I've raised as well. I'd like to see such contacts through Vodafone live! be zero rated and so do a number of other people within the business. At the moment I don't believe a decision has been made on it one way or the other so I'll keep pressing for it. It makes sense to me that customers be directed to self service and that we make that as easy as possible for them, so there is no need to make that operator call... I'll keep you posted.

Cheers

Paul

Hmmm, the only problem I have with this charging is at the moment talking to a CSR does not always get the right answer first time, like last year when I tried to attach my GF to my 027 (freshly ported number) to be told by repeated CSR's it wasnt possible.. Turns out it was (the website said so) and it was done after attempt number 3 or 4 (http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=17626)

I will be extremley dissapointed to be charged 3-4 $$$ because of the inadquecys of staff traning in your own products!!

robbypreb

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#147950 14-Jul-2008 23:38

PaulBrislen: Hi all,

we have a problem at the moment with a corrupt database. The techs are working on it now and I should have an update for you in the next hour or so... could be an all nighter though.

It means you can't access some services - Manage Your Account being one of those (TXT2Park being another). Sorry about this - they're working on it right now.

As for the $1 charge, this is ONLY for Prepay customers and only for calls that require you to talk to an operator. The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset) so we're encouraging customers to use those. Already 95% of our customer contacts are self service - the remaining 5% consists of a number of people who stubbornly refuse to use the self service solutions and ring to ask things like "what time is it?".

This means the call centre staff aren't available for real calls and so everyone gets grumpy (long call handling times etc). By charging we can weed out those calls, encourage self service where it's feasible AND have call centre staff available to help when they're needed.

The $1 per call is nowhere near enough to cover the costs of talking to a call centre rep - this isn't about making money, it's about freeing up a resource which currently is being used inappropriately.

I had to ring to sort out my wife's Prepay phone the other day. The wait time was 20 minutes or more. That's not acceptable to me and I'm sure it's not to anyone else, either. The plan is that those wait times will be reduced to something more acceptable and when you do call you get the solution you need first time off.

Cheers

Paul

I think that is a pretty poor reason to charge, because there are ways to stop that occurring. You will know the number that is calling you, so how about only charging those customers who ring up to waste time, by putting them on a type of blacklist, where you then text them to say that your systems have detected that they regularly ring for unnecessary calls to the call centre, and in the future you will charge them $5 per call, or something link that.

Also do you not get people who call you with stupid calls on your contract plans?

How about giving people 3 free calls a month, or something along those lines.

Charging all of your prepay for the acts of a few stupid callers is just bad business practice.

I have been with Vodafone since 2001, and have only ever made a handful of calls to 777, and only when there has been a problem with billing or a problem with your network. However if you are going to charge me for calling for assistance , even if the charge may be refunded at the discretion of your call centre if I request it, it definitely will make me change to Telecom of NZ Com in the future.

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#147975 15-Jul-2008 07:18

robbypreb:
PaulBrislen: Hi all,

we have a problem at the moment with a corrupt database. The techs are working on it now and I should have an update for you in the next hour or so... could be an all nighter though.

It means you can't access some services - Manage Your Account being one of those (TXT2Park being another). Sorry about this - they're working on it right now.

As for the $1 charge, this is ONLY for Prepay customers and only for calls that require you to talk to an operator. The idea is that there are a vast array of services that you can sort out for yourself (using either the website or the voice recognition system or using mobile internet on your handset) so we're encouraging customers to use those. Already 95% of our customer contacts are self service - the remaining 5% consists of a number of people who stubbornly refuse to use the self service solutions and ring to ask things like "what time is it?".

This means the call centre staff aren't available for real calls and so everyone gets grumpy (long call handling times etc). By charging we can weed out those calls, encourage self service where it's feasible AND have call centre staff available to help when they're needed.

The $1 per call is nowhere near enough to cover the costs of talking to a call centre rep - this isn't about making money, it's about freeing up a resource which currently is being used inappropriately.

I had to ring to sort out my wife's Prepay phone the other day. The wait time was 20 minutes or more. That's not acceptable to me and I'm sure it's not to anyone else, either. The plan is that those wait times will be reduced to something more acceptable and when you do call you get the solution you need first time off.

Cheers

Paul

I think that is a pretty poor reason to charge, because there are ways to stop that occurring. You will know the number that is calling you, so how about only charging those customers who ring up to waste time, by putting them on a type of blacklist, where you then text them to say that your systems have detected that they regularly ring for unnecessary calls to the call centre, and in the future you will charge them $5 per call, or something link that.

Also do you not get people who call you with stupid calls on your contract plans?

How about giving people 3 free calls a month, or something along those lines.

Charging all of your prepay for the acts of a few stupid callers is just bad business practice.

I have been with Vodafone since 2001, and have only ever made a handful of calls to 777, and only when there has been a problem with billing or a problem with your network. However if you are going to charge me for calling for assistance , even if the charge may be refunded at the discretion of your call centre if I request it, it definitely will make me change to Telecom of NZ Com in the future.

If you've only called "a handful" of times since 2001 then what's the problem? And of those calls, how many could be sorted out by our automated system today?

The point is, some people are refusing to move to self service and that means when you or anyone else with a legitimate need to talk to an operator calls in, you can't get through in a timely fashion.

I used to use ZTalk for my tolls and they charged for calls to the call centre for everyone. I used them because a: it was seriously cheap and b: I never needed to call a call centre but if I did I would rather get through to someone straight away.

I have no problem with sorting out my wife's phone and paying a dollar to get through because I know that it means I'll get access to someone straight away without having to wait on hold for an age while someone takes up my slot wanting to know how to set the time on their phone.

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

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