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513 posts

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  # 2249459 1-Jun-2019 09:43
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Thank you for fronting up, Jason. I do hope you manage to get things back on track. To add my voice to this, my anecdotal experience with Vodafone customer support is also that it is miles from where it needs to be.

I have my connection and family's through Vodafone, and have found the services to be solid when they're working, but as soon as you need to deal with an actual person to change or fix anything, things go off the rails. And this isn't just the occasional stuff up - you can almost rely on something to wrong with any change process.

As a recent example, my in-laws called Vodafone to see if they could get an updated deal. They were on 200Mbps cable with a landline and T-Box, and were upgraded to gigabit cable with VOIP and the new Vodafone TV for the same (or less) price. That's great. But, actually getting the services set up has been a real performance.

The main issue was that the Vodafone CSR immediately cut over their landline number, so that they stopped receiving calls to their landline, but without actually setting up their VOIP first. When they realised they weren't getting calls, they contacted Vodafone again, who set up call forward to a cellphone as an interim measure.

Rather than enabling VOIP on the HG659 they already had, Vodafone sent out a new Ultra Hub, but this unfortunately took about 4 weeks to actually show up.

Vodafone also eventually sent out the new Vodafone TV, and had said that a technician would call to make a time to come and set it all up, which took a few more weeks.

Everything is now up and running, but as of a few days ago, they still needed to get the call forwarding disabled. I understand they have been in touch with Vodafone several times (via phone and online chat) to try and get this done, but without success. The impression they have from the CSRs was that "it doesn't matter" and they should just leave it.

This change was initiated in early April, and has obviously taken much longer and has been more difficult for them than it needed to be. This is also by no means a one-off; we've had other similar experiences in the past.

I don't want to be entirely negative - there have also been instances or very good support, with staff going above and beyond to resolve issues. But, it's obvious that there are issues at the back end, that need to be resolved in order to get a better customer experience at the front.


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  # 2249461 1-Jun-2019 09:52
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Following a re-sign it took six weeks to upgrade to VOIP and Fibre X max. Have to say the experience getting upgraded was a nightmare and not one I would like repeated.


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  # 2249731 1-Jun-2019 21:15
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How can I help? Oh that's right I can't



You my good sir, have already helped so many people around here over the years that Vodafone should make you "former employee of the month" or something.


Nick/Jason/Zollymonsta thanks for responding, I'll try and get some details to you tomorrow, we've been shifting for 2 days now and i'm absolutely buggered and need to go faceplant. 

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