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338 posts

Ultimate Geek

# 261393 25-Nov-2019 12:57
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About 10 days ago we moved my retired mother over to the Vodafone Basic Home plan, which is cellular based service, providing 60 GB of data per month, and free national calling to landline numbers. Initially it seemed like we'd have a dream run, and everything went smoothly, and it seemed like it'd be the perfect service for her needs. Data was working from her computer, and the phone appeared to be working fine. 


We quickly noticed a few problems though, and it's been painful to resolve with customer support, with about five hours on the phone to Vodafone in the last few days...often repeating the same description and getting shuffled between billing/customer-support/sales teams.


The initial problem that we'd noticed was that My Vodafone was reporting that she only had 20GB of data per month (not 60), and she was being charged for landline calls. After these calls in the last few days to try resolving this, My Vodafone is now reporting she is on a plan that provides her 60GB of data per month (but they did warn me it might try charging her $200 for breaking her 20GB plan to move her to the 60GB plan she originally signed on for - and to call back when that happens!?). We do notice her calls (in Kapiti) to my landline number (in Wellington) are still being charged per minute


Today she pointed out that all her out-bound calls to family members in Levin just give an engaged signal, and when those family members try to call her, they get a weird non-existent number type tone. I tried the same Levin number, and was able to successfully call it. I can also call her successfully. In case it's relevant, I'm on a Vodafone landline myself, but I suspect the two Levin numbers are not on Vodafone. (it's like she is only able to call or receive calls from Vodafone, not Spark)


Is there a Vodafone customer support person here that could possibly look into it for me? I'm not sure I have the energy for another one of these very long unsuccessful calls just yet...

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15 posts



  # 2360453 25-Nov-2019 13:19
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Hi @sub,  Sorry to hear about your experience.  I'm keen to put this right for you, can you please send me your account number?


338 posts

Ultimate Geek

  # 2360455 25-Nov-2019 13:21
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5793 posts

Uber Geek

Lifetime subscriber

  # 2360478 25-Nov-2019 14:01
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First invoice could be prorated as it's activated part way thru a month so only given a 3rd allocation


338 posts

Ultimate Geek

  # 2362402 28-Nov-2019 19:28
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It took a few days to get to a resolution, but it looks like @rushtoe has managed to solve it for us. Phew...


Thanks rushtoe!

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