Vodafone - in the twilight zone between ADSL and Fibre

Forums › One NZ (including Farmside) › Vodafone - in the twilight zone between ADSL and Fibre

rogercruse

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#251188 12-Jun-2019 14:49

Having been a loyal Vodafone customer for both mobile and landline services for the past eight years, I lept the chance to upgrade my landline from ADSL to Fibre. And when the customer service guy said he would also merge my two bills into one it seemed like a dream come true.

I'm now in a strange position, according to my latest landline bill and Vodafone Customer Services, I'm still an ADSL user, yet the fibre has been installed by Chorus and I've been using it since the end of May with its much faster speed.

As I also requested the termination of a couple of Sky channels, the landline phone service and the the bedroom MySky service, its strange to see than Vodafone want to continue to bill me for these for June.

How long before Vodafone sort me out?

I'm currently waiting to speak to someone at Vodafone as I type this post to the GeekZone forum.

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#2256880 12-Jun-2019 16:06

@shaunm

richms

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#2256956 12-Jun-2019 18:56

Have they answered your call yet and transfered you to the "right" department 3 times yet?

Richard rich.ms

rogercruse

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#2257062 12-Jun-2019 21:31

richms:

Have they answered your call yet and transfered you to the "right" department 3 times yet?

After being put on hold for almost an hour, I was told that my internet connection was still ADSL, it hadn't been upgraded to Fibre and it would take a few more days before my two accounts could be merged.

I do wonder how Vodafone are able to keep any customers.... are the other ISPs as bad??

Apart from my latest bill (for the landline service) being a work of fiction and not receiving my Vodafone TV equipment, I'm not actually being inconvenienced.

I'll phone Vodafone on Monday to see how they are getting on.

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#2257065 12-Jun-2019 21:33

Vodafone is moving customers to a single stack billing platform so mobile , Fixed line are billed in one

Stu1

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#2257521 13-Jun-2019 16:50

Have they moved their retention team offshore? , they used to be great just spent an hour on the phone trying to go from VDSL to Fibre. I couldn’t understand the agent as english was terrible so asked for details of what we agreed in email. Get the email monthly discount is incorrect can’t even reply to email. Call the 0800 number 0800 806 106 that’s on the email it’s not even the right team, so on hold again for another 20 mins. I am not sure if should just give up and go to back to Orcon or 2dgrees the wheels are really falling off their customer service . Is there an 0800 number that goes direct to retention team do they have supervisors in NZ?

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#2257524 13-Jun-2019 17:00

Stu1:

... I am not sure if should just give up and go to back to Orcon or 2dgrees the wheels are really falling off their customer service ...

Vodafone IS the twilight zone - the wheels fell off their customer service years ago.

Leave if you can - but did you sign up with VF for a fixed term on fibre?

If so, it will cost you $$$ to leave.

I would vote for 2 degrees. 🙂

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#2257536 13-Jun-2019 17:22

Sideface:
Stu1:

... I am not sure if should just give up and go to back to Orcon or 2dgrees the wheels are really falling off their customer service ...

Vodafone IS the twilight zone - the wheels fell off their customer service years ago.

Leave if you can - but did you sign up with VF for a fixed term on fibre?

If so, it will cost you $$$ to leave.

I would vote for 2 degrees. 🙂

I just did it this evening but they signed me up to wrong plan so should be able to cancel but then again the sales team said they can't as pending. Will ring again during business hours. I like 2 degress though

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#2257543 13-Jun-2019 17:37

Record your calls with vodafone. The offshore place will promise things and then do nothing. Im just moving people I know away from them because internet is internet and bundling it with a mobile has stuff all saving for dealing with the drama that is their dis-service departments.

Richard rich.ms

rogercruse

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#2264089 25-Jun-2019 14:34

UPDATE.

After further repeated calls to Vodafone Customer Care and also emailing Jason Paris, etc. over the past few weeks.... I got a text message to advise me that I've been booked for a 'Fibre Scope' on 26th June (tomorrow).

Now, as Chorus completed their Fibre installation process on 6th June and the new fibre service has been working fine. However, Vodafone don't have this recorded anywhere and are continuing to bill me for their more expensive ADSL service.

It also means that Vodafone can't dispatch a Vodafone TV device until I their billing system says I'm eligible.

I can only conclude that someone at Vodafone has decided the simplest way to correct the Vodafone systems is to get Chorus to check their installation and to re-submit their paperwork.

Personally, I don't care, as long as I can sent a Vodafone TV device and the billing for June is corrected in July.

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#2264343 25-Jun-2019 18:14

Try and put your address into the Chorus website, and see whether it says that you have fibre. As there was a thread ages ago where Chorus forgot that they had installed fibre in a building. Existing fiber connections kept on working, but no one could order new fibre connections, as the system thought that there was no fibre available.

rogercruse

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#2264367 25-Jun-2019 18:51

Aredwood: Try and put your address into the Chorus website, and see whether it says that you have fibre. As there was a thread ages ago where Chorus forgot that they had installed fibre in a building. Existing fiber connections kept on working, but no one could order new fibre connections, as the system thought that there was no fibre available.

I did what you suggested and got this:

So, Chorus know I'm connected by Fibre, but Vodafone don't

Sounds like the workflow between Chorus and Vodafone could be with improving. I wonder how often this occurs?

Anyway, Chorus will be here tomorrow, they can check the fibre is working and then they can let Vodafone know.

And at some point in the future, they can sent me a Vodafone TV device.

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#2264423 25-Jun-2019 19:43

Even funnier in my case every other isp fibre was available for me but not Vodafone. Took about 2 weeks for their site to catch up

rogercruse

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#2264808 26-Jun-2019 09:40

One step forward, two steps back!

Waiting in for a appointment with Chorus. They need to confirm that I already have Fibre installed and working. So, that they can them inform Vodafone. And my time in the 'twilight zone' will end.

Got a phone call about ten minutes ago from the Chorus engineer - this is my paraphrasing as the original is too stupid

Chorus Engineer: 'Hi, I'm having trouble find your address... I'm in so-and-so street in Wellington, where are you?'

Me: 'I'm at the top of the hill, on such-and-such street in Auckland'

Chorus Engineer: 'Oh!'

Me: 'Does this mean you might be late?'

To Be Continued!!!!!!!!!!!!!!!!!!!!!

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#2266600 29-Jun-2019 08:55

My chrous install went great, I didnt ask for my customer number to be merged but they did it anyway. I now have 3 services on 1 account phone, mobile and fibre and a 4th service on my old customer number which is still active. My retention credit of 300 will take up to 3 billing cycles to show. I also set up my mum on the seniors plan so far been sent 4 phones 2 SIM cards but no modems. I had to spend a half a day ringing and going into a store to prevent them porting the number from hfc to the wirless modem that hasn't arrived and cutting her phone off. Nearly about to give up on the plan and move her to another isp. It is a good deal for her but the modem is a nightmare

rogercruse

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#2274447 11-Jul-2019 09:36

After a few more phone calls to Customer Care and last night's system upgrade, I can now see that Vodafone have managed to merge my original two accounts into one and I can see this via MyVodafone website & app.

The Vodafone TV device has been delivered and is working well. I've even manage to install the Vodafone TV app on my android phone and that's working well too.

Now comes the hard part for Vodafone...

Will they be able to correct by billing for JUNE before the same billing errors roll into JULY?

I'm almost a happy bunny again!