Once again, manage your account online isnt working...

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richms

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Topic # 24780 2-Aug-2008 15:43

This is becoming quite annoying.

Page took about a minute to display the text at the top and loads no further, even in 2 mins.

I know its annoying to post about things being broken, but I figure the more that it gets bought up the more embarrassed vodafone must be and might do something about it.

Richard rich.ms

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Reply # 153659 2-Aug-2008 19:44

It is working but it's slowwwwwwwwwww.....

Do whatever you want to do man.

richms

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Reply # 153661 2-Aug-2008 19:54

I wasnt prepaired to wait the 5 mins it seemed to take to give an error message about taking too long.

Its working now, but it didnt take long for the self service options to crap out after the $1 a call started.

Richard rich.ms

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johnr

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Reply # 153668 2-Aug-2008 20:16

richms: but it didnt take long for the self service options to crap out after the $1 a call started.

The $1 charging has not started and the issue was not with MYA but something else that affected MYA.

richms

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Reply # 153670 2-Aug-2008 20:26

So whats that make the text I recieved saying that from 1 aug it will cost $1 to call them? misinformation. If they are not charging for the call to 777, and its after the 1st.

Also, here on the website

From 1 August 2008 it will be $1 per call to speak to a Customer Service Representative on Prepay. We do offer a range of free ways to manage your mobile via TXT, 777 and My Vodafone.

C&P from https://www.vodafone.co.nz/plans/prepay/

Also, if I put my details into manage your account, and nothing happens, its broken. The underlying issues are just excuses, and an excuse is a reason for failure.

If I try to manage my account and it doesnt work, what else is it but BROKEN?

Richard rich.ms

johnr

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Reply # 153673 2-Aug-2008 20:38

MYA stops working for a short time get over it. Its not the end of the world. its not excuses for gods sake. The $1 charging is delayed till monday.

richms

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Reply # 153678 2-Aug-2008 21:04

Is that the official vodafone line on their preferred method of checking the account, that it just stops from time to time and I should get over it? Rather amateur IMO. Between MYA not working, texting to 777 having massive delays of just telling you that its unavailable, the self service is an unreliable joke.

And how was I supposed to know that its delayed till Monday when vodafone are still saying on the website that its the 1st that it started? If vodafone cant even update that then its no wonder that the staff in the shops get so much wrong all the time.

Richard rich.ms

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Reply # 153683 2-Aug-2008 21:10

No its not the official line but no service from any provider goes 24/7 with out stopping.

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Reply # 153685 2-Aug-2008 21:11

richms you have been around long enough to know johnr doesn't post in an official capacity here.

Other than that, I agree with all your points ;-)

richms

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Reply # 153694 2-Aug-2008 21:33

I know hes not an official mouthpiece of vodafone, but there may have being some internal policy about not giving a toss about providing services they promote since he appears to have inside knowledge on this alleged delay of $1 charging for CS reps. I say alleged since there is nothing from vodafone to support it and I wouldn't like my chances of getting a credit for any calls based on hearsay on a forum as this was ;)

Paul, any comments on your MYA breaking more often then a british sportscar?

Richard rich.ms

JoeBloggs

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Reply # 153698 2-Aug-2008 21:44

The self service portals need to be more reliable. They are notoriously unstable. I had hoped that with the recent expenditure whomever is in charge of maintenance would ensure some level of reliability, especially considering VF wants to charge prepay customers to query account information now.

John, as far as customers are concerned, they're under the impression they'll be charged for calling CS now. Couple that with a spectacularly well-timed web portal error and a LOT of people are rather annoyed. It's fair enough to try and weed out unneeded CSR calls but then there is a higher level of expectation of service for self help.

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Reply # 153700 2-Aug-2008 21:47

No its not the official line but no service from any provider goes 24/7 with out stopping.

...fair call john...

Except most companies manage to have a decent amount of uptime compared to their downtime...

Over a three year period (beginning last year) we are spending more than $30m on the self-service options. One of the benefits is that they are 24/7 and accessible anywhere.

Especially if they've got the investment $$, resources and international experience that you'd think vodafone does

ckwilliams

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Reply # 153701 2-Aug-2008 21:58

Most people would be happy with the delay in being charged $1 to speak to a customer services representative, looks like in this case not everyone can be pleased. This is beneficial to the customer, yet from what I am reading there are a couple of people out there that just aren't pleased with this, get a tissue.

Around managing your account not working for a short period of time today this particular website/service is not the only one that goes down. Think about your vehicle for a second, you don't expect it to run 24/7 do you? You would need to take it in to be repaired, serviced, filled up on a regular basis etc. Do you get grumpy at the manufacturer because you cannot drive your vehicle every single second? No, you wait until it's ready to be driven again.

I cannot remember the last time I was not able to get onto the manage your account website and I am on the site quite frequently. For me the service has been reliable for what I have needed it for.

richms

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Reply # 153705 2-Aug-2008 22:27

ckwilliams: Most people would be happy with the delay in being charged $1 to speak to a customer services representative, looks like in this case not everyone can be pleased. This is beneficial to the customer, yet from what I am reading there are a couple of people out there that just aren't pleased with this, get a tissue.

Not happy with the lack of communication of this, the mistake is still on the website, if indeed there is a delay in the $1 charge since nothing had come from an offical vodafone channel still. Where has this delay being published. As of today, I could get nothing from MYA, and was under the impression that I would be charged to call to ask about it. Sure, calling 777 and using the IVR might have worked, but I wanted to use MYA since I was at a computer.

ckwilliams: Around managing your account not working for a short period of time today this particular website/service is not the only one that goes down. Think about your vehicle for a second, you don't expect it to run 24/7 do you? You would need to take it in to be repaired, serviced, filled up on a regular basis etc. Do you get grumpy at the manufacturer because you cannot drive your vehicle every single second? No, you wait until it's ready to be driven again.

I cannot remember the last time I was not able to get onto the manage your account website and I am on the site quite frequently. For me the service has been reliable for what I have needed it for.

Last time for me was about 2 weeks ago, got the window in the middle about a timeout after a long time. Cant recall about before that, but I know I have had lots of no replys untill much later in the night or service unavailable from texting bal to 777, which is another ongoing issue.

For a communications company, vodafone sure suck at communicating.

Richard rich.ms

ckwilliams

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Reply # 153760 3-Aug-2008 11:05

richms: Last time for me was about 2 weeks ago, got the window in the middle about a timeout after a long time. Cant recall about before that, but I know I have had lots of no replys untill much later in the night or service unavailable from texting bal to 777, which is another ongoing issue.

For a communications company, vodafone sure suck at communicating.

This will need to be one of those instances where it would be best to agree to disagree.
I can almost gaurantee that if Vodafone had not text vodafone prepay users advising that there would be a charge of $1 but only listed it on the website, you would of thought the above regardless.

There are multiple avenues to get through to Vodafone yet you only wanted to contact them through one channel and one channel only. They never closed down calling through to customer services so this was your decision not to contact them via 777/customer services, not theirs.

In regards to what this forum is actually about the service is now back up and running (within the same day)which should be taken as a positive sign as you did not need to contact Vodafone to advise them of this. Looks like they know what their doing.

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Reply # 153873 3-Aug-2008 20:40

As a related note, Vodafone's Fixed Line account management service (https://the.vodafone.co.nz) has also slowed to a crawl tonight. It was slightly slow at the time of the original post and this morning, but now... I'm still logging in since 8:30pm (and it's still going...)

EDIT: Finally logged in at 8:41pm.

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