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Things are a lot different now and I’m disappointed. I've had enough of their CS and I really can't be bothered ringing them anymore after three months of unresolved basic issues since I upgraded my plan in August. My landline is the latest; it hasn’t worked for the last four days and I haven’t even logged the fault, instead choosing to (re)log all my issues here on GZ.
My issues and concerns with my plan upgrade are as follows:
I have always had two landline phone numbers associated with my account; a VF number (Ph. 977* – that I never used), and my original Telecom number (Ph. 383* – that I always use) that was ported to my account when I joined VF back in ’06. I have repeatedly requested (from Day 1 of plan activation) to have this number reinstated only to be told, “Please allow 2-4 days for reactivation” or “I’m not sure why its taking so long”, or “The original provisioning order for a number swap wasn’t put through correctly”, and “We’re working on it".
I have no idea why it stopped working in the first place when you gave me a new account number and plan - no one has ever explained this to me. After three months, it’s still not working but I need this number back.
Four days ago (18/11/19) my VF landline number/service stopped working while I was on a phone call to a VF CSR. Message: "The number you have called is not currently active, or is invalid. Please check the number and dial again.” I haven't logged this fault with VF yet, for the time being.
As part of my plan upgrade and because of my new account number, it was made clear to me by Sales at the time that I would have to setup Direct Debit again if I so desired. My first invoice received even explained the various method of payment options available to me, and I chose and paid this invoice by manual internet banking. To my surprise when my second invoice arrived, Direct Debit payment method was activated without me granting VF the authority to use it. I phoned VF at the time to have DD cancelled and I also received an email from VF confirming that Direct Debit Authority has indeed been cancelled. But it hasn’t been cancelled.
Direct Debit payment is still in place as of today and I need it cancelled from my account.
I signed up to Ultimate Home w/Voice and at the time, Sales mentioned that this plan also comes with VF TV to which I vaguely recall saying that I probably won’t use it. IIRC, Sales mentioned that when the TV unit arrives to just put it aside if I don’t need it. I can’t remember if I said don’t send it but if it is part of the plan that I'm paying for, then I would've expected the unit to arrive by courier, which it hasn’t. Also, see Timeline below (9 September 2019) when I rang CSR and brought this subject up.
Previously whenever I have upgraded my plan(s), grandfathered services attached to my account such as Best mates and Private phone number when I rang out, followed / transferred over at no extra charge. Obviously if this is no longer the case then I would expect to be told so. I did manage to get Best mates added at no cost (thank you) but who activated Caller ID on my account without advising me there is a charge? It certainly wasn’t me and I’d appreciate a refund.
I’m three months into my 12 month term and have spent a bit of time dealing with the new VF, so I’m wondering if VF will oblige in removing the Early Termination Fee from my account?
I’m hoping someone from VF within NZ can look into my account.
Thanks for reading.
**Timeline of events with with more detailed information.
Account number(s) and Plan
New/current: 457****** - Ultimate Home (From 24/8/2019)
Previous: 158***** - FibreX 200 Unlimited (Up to 23/8/2019)
23 August, 2019
Out of contract and signed up to new plan, Ultimate Home (12 months, HFC+ w/voice). Total $87.99 p/m (includes $20 p/m discount) as agreed on phone.
New plan confirmation email received quoting the agreed price.
Signed up with M*** from Sales.
29 August, 2019
Slow speeds all day and lost broadband services at night.
Logged fault with Vodafone over phone.
31 August, 2019
No internet for 36 hours but Technician arrived on site (Sat. a.m), and sorted broadband.
No new hardware, just a setup/backend issue. Got sorted by Tech over phone to Downers.
Advised that landline service will come on later in the day.
Landline issue:
Around 2pm, checked VF VoIP number for 977**** and it works.
However ringing my original ported Telecom number, 383**** (the one I use and have used since 2001) doesn’t work.
So I rang Downers about this, they checked and said to ring Vodafone sales and ask for a number swap - Ref # is my account number.
Rang Vodafone sales, spoke to Ra*** ~ 3pm 31/8/19 . He had to check with his supervisor and got back to me with.
Form has been filed for number swap but I need to wait 48-72 working days for a response.
I also checked with Ra*** about the following grandfathered services from my previous account number and plan:
Making sure my landline number is not published.
My number remains private when I make calls.
I then notice that “Caller ID” Add-on is activated (not by me) on my account but I have never been advised that there will be an additional monthly charge for this.
Ra*** has never rung me back as of this writing.
6 September, 2019
Rang Vodafone about my original Telecom landline number not working.
Was told:
Old phone number has been provisioned for a number swap and should be active by Mon afternoon (9/9/19)
9 September, 2019
Rang VF on Mon 9/9/2019 - to follow up on my concerns.
Confirmed on phone that:
Landline number swap has been provisioned to get my old Telecom number back. Lady on phone said she wasn't sure why it is taking so long but it is being worked on. Also M*** (person who signed me up to new plan) will be informed and will ring me once there is an update. M*** hasn’t rang me back as of this writing and old landline number still not working.
Vodafone TV unit is being sent to me by courier. Part of my recent new plan upgrade; "Ultimate Home”. Vodafone TV hasn’t turned up as of this writing.
Confirmed my number is still unlisted (not on a registrar), and that when I ring out my number is private.
Caller ID "Add on" was added to my account from Sign up, and is no charge (usually there is a fee for this). Latest invoice shows I am being charged for Caller ID.
Best Mates - Lady I spoke to added this to my account (while I was on the phone) at no charge as this was already on my old account - a legacy service carried over.
30 September, 2019
1.05pm
Rang (spoke to M****) about updating me on my number swap, supply of VF TV, unauthorised direct debit on my account, and incorrect Vodafone Ultra Hub charge ($129.56 +GST) on my bill. He transfers me to Customer Care team but call was dropped/hung up on.
5.00pm
Rang (spoke to A******) - Initial order for number swap was not done correctly, a new/correct order has been put through. VF TV order done today too.
This is the third(?) time I’ve been told this now.
I then get transferred to billing (spoke to P*******) about reversing Ultra Hub charge, and removing the unauthorised direct debit. I explained that going forward I will be paying my bill manually.
I also asked for an email confirmation which I received shortly after confirming that Ultra Hub charge has been reversed and the direct debit authority has been removed.
Update: The Ultra Hub charge was reversed however the bill payment went ahead using direct debit and my manual bill payment was also processed on the same day putting my account into credit.
My latest bill (Oct ’19), shows that the unauthorised direct debit is still in place.
1 November, 2019
8.45am
Rang Vodafone to get a contact email address so I can write out all my ongoing issues regarding my account.
Person I spoke to had to check with their supervisor and came back to me to advise there is no email address and it was best to talk to Customer service regarding my concerns. I ended the call as I have never had any luck talking to Customer service in the recent past.
13 November, 2019
4.30pm
Rang about my landline number still not working.
Spoke to Me*** (went through the authorisation process) who transferred me to Sh***** (went through the authorisation process, again), who then transferred me to In***** from Migration team.
In***** reassured me that my old Telecom number will be activated in 2-3 days and issued me a Reference ID number. I asked In***** if I can speak to him again on 18 November 2019 to follow up on this and he said I can't because he is going on holiday but don't worry about it as it will be reactivated for sure.
15 November, 2019
Received email from Vodafone NZ stating that “A technician will be coming out to install Fibre X at your place on 24/08/2019”. <— 3 months ago!
18 November, 2019
10.55am
Rang about an update status on my landline issue.
As I was talking to CS, phone call was dropped and since then, my VF landline service is not working at all. Voice message I get says "The number you have called is not currently active, or is invalid. Please check the number and dial again.”
Note: Before the call was dropped, this CSR mentioned that it takes 3 months to organise a number swap which is the first time anyone has ever mentioned this to me; after repeatedly being told it takes 2-3 days for reactivation.
19 November, 2019
No landline phone services working at all since yesterday morning phone call.
Message: "The number you have called is not currently active, or is invalid. Please check the number and dial again.”
20-22 November, 2019
No landline phone services working at all.
Message: "The number you have called is not currently active, or is invalid. Please check the number and dial again.”
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