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427 posts

Ultimate Geek
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Topic # 25512 23-Aug-2008 23:41
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I must be a sucker for punishment but I made the mistake of accepting an offer from a door to door Vodafone representatives to switch my broadband to Vodafone in mid July. I was planning on switching from my old provider as their network performance was really up and down over the past few months. Vodafone were offering me a better price for fullspeed broadband and would throw in a cordless phone and $50 credit to my account.

I was assured all would be a smooth process. I could keep my phone number, get connected to full speed broadband etc.

What did I start with?

Phone and Broadband all working fine.

What was I meant to be switched to?

Vodafone Broadband Ultimate 20GB

On Thursday my phone stopped working... so I now have:

No phone.
No broadband.
No service at all.

I spent most of my Friday on the phone with Vodafone to find out that some problem has occurred with the switchover. They apologised for the problem and said they will restart the process but they can not guarantee when they can get my phone working.

Now I get this email late Friday:

"We've discovered you're unable to get broadband at your house for the following reason:

  • Not capable of providing service - there is insufficient capacity on Telecom’s network or the equipment needed is unavailable at the moment.
  • Unfortunately, no matter which internet provider you choose you won't be able to get ADSL broadband at this time."

     

    So I went from having broadband and a phoneline to no phone or broadband at all and NOW THEY TELL ME THEY CAN'T PROVIDE ME ANY SERVICE?????

     

    Trying to get help with this is a joke.

    I got another email from Vodafone late Friday afternoon:

    "Tell us what you think about our service..."

     

    Is someone at Vodafone playing a joke or what???




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      Reply # 159224 23-Aug-2008 23:51
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    You may also want to present this issue at the Vodafone Forum.

    This is one strange issue indeed - from broadband to nothing (and even losing phone line service). Looks like something has gone terribly wrong at the exchange... Did you sign up to the Red network?




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    427 posts

    Ultimate Geek
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      Reply # 159230 24-Aug-2008 00:41
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    The problem arose as I was told incorrectly by Vodafone that I should cancel my service with my old provider after the agreed setup date. Apparently, as I've now found out, this is not how it works, but no one at Vodafone really seems sure exactly of how things should work and hence my problem. On Friday I spent 5 hours making phone calls to ISPs and had to rely on my old provider to help figure things out - even though I was no longer their customer. I left it from there with Vodafone on Friday afternoon and now I get the email advising they can't provide me service!!!

    I guess on Monday I will have to play phone tag again.

    Yes, I was signing up to the Red network. My old provider was previously upgrading my line to ADSL2, so I don't know why Vodafone now send me an email saying they can't provide service.


     
     
     
     


    355 posts

    Ultimate Geek


      Reply # 159231 24-Aug-2008 01:12
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    I've heard of a lot of exchanges around auckland at maximum capacity. As you say, cancelling and then trying to activate a 'new' connection on a 'full' exchange will result in the letter you received. You're in a tricky position, there's no clear culprit (who exactly told you to cancel your broadband first? Can you prove it?). I know they usually keep a few spare slots so if you shout loud enough you'll get your broadband back, it's just unfortunate you've ended up where you are.



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    Ultimate Geek
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      Reply # 159233 24-Aug-2008 01:25
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    My service was supposed to be transferred by a set date and I was advised by Vodafone's representative to cancel my old service after the date.

    When discussing this on the phone with Vodafone, they advised they have had problems with staff giving incorrect advice.

    So now, I'm left with no phone or internet connection.

    I am not trying to activate a 'new' connection. I want to keep my old line and was assured by Vodafone that this would be the case and the process would be smooth. So far this has been a mess.

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    Reply # 159285 24-Aug-2008 12:06
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    When you called vodafone, what did they say they'd do once you got the letter?




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      Reply # 159303 24-Aug-2008 12:46
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    caldazar: My service was supposed to be transferred by a set date and I was advised by Vodafone's representative to cancel my old service after the date.

    When discussing this on the phone with Vodafone, they advised they have had problems with staff giving incorrect advice.

    I know it doesn't help you now, but in my experience as someone who has changed internet providers at least 8 times, I have found it is always best to wait until the service from your New provider is up and running and then wait a day or so before cancelling the service from your Old provider.

    With that overlap period, you ensure that you maintain service during the changeover even though it costs you another day or two of charges.  This procedure has worked flawlessly for me over many years with most of the big-name ISPs and several of the smaller ones.

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    Master Geek


      Reply # 159373 24-Aug-2008 19:00
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    caldazar: I must be a sucker for punishment but I made the mistake of accepting an offer from a door to door Vodafone representatives to switch my broadband to Vodafone in mid July. I was planning on switching from my old provider as their network performance was really up and down over the past few months. Vodafone were offering me a better price for fullspeed broadband and would throw in a cordless phone and $50 credit to my account.

    I was assured all would be a smooth process. I could keep my phone number, get connected to full speed broadband etc.

    What did I start with?

    Phone and Broadband all working fine.

    What was I meant to be switched to?

    Vodafone Broadband Ultimate 20GB

    On Thursday my phone stopped working... so I now have:

    No phone.
    No broadband.
    No service at all.

    I spent most of my Friday on the phone with Vodafone to find out that some problem has occurred with the switchover. They apologised for the problem and said they will restart the process but they can not guarantee when they can get my phone working.

    Now I get this email late Friday:

    "We've discovered you're unable to get broadband at your house for the following reason:

  • Not capable of providing service - there is insufficient capacity on Telecom’s network or the equipment needed is unavailable at the moment.
  • Unfortunately, no matter which internet provider you choose you won't be able to get ADSL broadband at this time."

     

    So I went from having broadband and a phoneline to no phone or broadband at all and NOW THEY TELL ME THEY CAN'T PROVIDE ME ANY SERVICE?????

     

    Trying to get help with this is a joke.

    I got another email from Vodafone late Friday afternoon:

    "Tell us what you think about our service..."

     

    Is someone at Vodafone playing a joke or what???



     

    That is shocking service. Vodafone should have told you exactly what to do, and what not to do. It is normal to cancel an existing service with another provider when you switch provider. As well as common courtesy, it is a legal obligation under the contract. Whether you should do this before or after the actual switch takes place is irrelevent, you weren't to know that your exchange was at full capacity. Vodafone however would have known this. Vodafone should be required to provide you with an alternative option now, such as 3G wireless broadband, until they have reconnected you again.

     

    They may look like a good deal, but you do pay for what you get, and they will very likely raise their prices over time.




    427 posts

    Ultimate Geek
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      Reply # 159687 25-Aug-2008 19:42
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    Well Vodafone got back to me today after Paul Brislen escalated the issue.

    I got a voice mail on my mobile saying they can't connect me to the Red network (even though I'm in a Red network coverage area) and it was assured to me when I signed the contract that it could be done.

    They advised I could either try get connected on their wholesale network - whatever that means, they failed to explain and no information is on Vodafone's website. I can try guess but I really shouldn't need to.

    The Vodafone rep suggested that I try go back to my old provider to get reconnected.

    So still no phone or internet or any real ownership of the problem to try and get services working.

    I rang my old provider and they are looking into how they can fix this mess. It seems uncertain whether I can even get my old phone number back - THANKS VODAFONE!



    427 posts

    Ultimate Geek
    +1 received by user: 4


      Reply # 159698 25-Aug-2008 20:28
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    Paul clarified further on the Vodafone forum, re my last post.

    http://forum.vodafone.co.nz/index.php?showtopic=166

    Not really sure where to go from here, I guess I can only wait for tomorrow to see what my old provider (Orcon) suggests as a remedy.

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