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BDFL - Memuneh
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#268430 19-Mar-2020 14:40
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Just received:

 

 

Vodafone NZ has today announced a first wave of customer care actions as part of a ‘COVID-19 Care’ plan it is putting in place to support customers impacted by the Covid-19 pandemic.

 

The Covid-19 Care Plan includes;

 

  • Broadband data certainty. The removal of data caps from data-capped Broadband plans for consumers and small to medium sized businesses until at least the end of June 2020
  • Mobile data certainty. Eligible Consumer Pay Monthly mobile customers with data-caps to be actively encouraged towards Endless Data plans (which also include endless texts and minutes to AU and NZ numbers)
  • No Covid-19 related disconnections or late fees. Temporary measures to protect customers in financial hardship from Covid-19 over at least the next six months.
  • Worry-free remote learning for all. Helping families by zero rating Government guided education and health sites to support responses to Covid-19.
  • Ensuring capacity. Vodafone NZ has added extra capacity to fixed, broadband and mobile networks to cope with the extra demand as more people work from home and we will actively monitor network performance.

Jason Paris, Vodafone NZ CEO, said, “These are unprecedented times. It’s clear the impact of the Covid-19 pandemic is profound and long-lasting. More than ever, online connectivity for social connectedness and business productivity is an essential service, and our networks are life-lines. Vodafone has taken a proactive approach to this pandemic right from the beginning, and is committed to doing its utmost to support society during this rapidly evolving situation.

 

“Customers are telling us that, right now, they don’t want the additional worry of data constraints or the fear of disconnection, so our initial Covid-19 Care plan is aimed at addressing those concerns. 

 

“We are also committed to working together. We know that the whole telecommunications industry, which has a fantastic track record of collaboration in tough times, will continue to work collaboratively and share resources to ensure ongoing network resilience and connectivity for New Zealand. We are also supporting other pan-industry initiatives, coordinated by the Telecommunications Forum (TCF) and we are working with Government to determine the best way forward on other initiatives that will make the most difference for all New Zealanders.”

 

The first stage of Vodafone NZ’s Covid-19 Care plan includes:

 

- From 26 March 2020, until at least the end of June 2020, we will remove data overage for Vodafone NZ customers who are on data-capped broadband (this includes Fibre, UltraFast HFC, VDSL and ADSL, and excludes Fixed Wireless) plans, including consumers and small to medium sized businesses

 

- Eligible Vodafone NZ Pay Monthly mobile customers with data caps will be actively encouraged to move to our new Endless Data plans, and we will make it as easy for them to do so as possible, removing uncertainty around data connectivity. This includes consumers and small to medium sized businesses.

 

- From 26 March 2020, for an initial period of 6 months, we will not disconnect or charge late fees to any Vodafone NZ customers experiencing financial hardship as a result of Covid-19, including consumers and small to medium sized businesses. Customers experiencing financial hardship or who meet the Government criteria for financial hardship as a result of Covid-19 should get in touch with us to discuss.

 

- Any Vodafone NZ Enterprise customers experiencing financial hardship or who meet the Government criteria for financial hardship as a result of Covid-19 should get in touch with their account manager to discuss.

 

- Vodafone NZ will zero-rate critical education and health sites identified to us by the New Zealand Government. Vodafone NZ will prioritise support for requests from Government agencies and other customers who provide healthcare services or adjacent services, or other critical services related to the Covid-19 response.

 

- Vodafone NZ is contacting customers with information on how to make best use of their plans, the plan options available and provide them with helpful guides for working from home.

 

- Vodafone NZ has established dedicated teams to work to provide additional fixed and mobile network capacity and other services quickly to critical infrastructure customers, including education and health agencies as required.

 

- Vodafone NZ will be working with its key suppliers, including local fibre companies, to see how we can all play our part during this challenging time.

 

- Vodafone NZ is also taking a conservative approach with regards to health & safety, going beyond Ministry of Health guidelines with regards to self-isolation measures. We apologise in advance that this may mean some services may be impacted in future, however we want to prioritise the health of our people and our customers first and foremost.

 

More information on Vodafone NZ’s response to Covid-19 will be updated at vodafone.co.nz/covid19

 





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  #2441492 19-Mar-2020 16:21
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Great work, Vodafone. I was just telling my team this morning that I was worried about my data cap if I have to work from home for an extended period.

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  #2441542 19-Mar-2020 17:58
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👏 🤩





Check out my LPFM Radio Station at www.thecheese.co.nz cool


 
 
 
 


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  #2441555 19-Mar-2020 18:22
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and excludes Fixed Wireless, does this mean very restrictive data caps still exist for wireless rural broadband? I’m 4 days into working from home and with all the video calls my data plan will be toast halfway through the month. Considering a move to Spark..


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  #2441673 19-Mar-2020 20:12
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macboy001:

and excludes Fixed Wireless, does this mean very restrictive data caps still exist for wireless rural broadband? I’m 4 days into working from home and with all the video calls my data plan will be toast halfway through the month. Considering a move to Spark..


Uncapping fixed wireless would be the worst thing to do during this time. The mobile network would grind to a halt!




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  #2442202 20-Mar-2020 14:11
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macboy001:

 

and excludes Fixed Wireless, does this mean very restrictive data caps still exist for wireless rural broadband? I’m 4 days into working from home and with all the video calls my data plan will be toast halfway through the month. Considering a move to Spark..

 

 

talked to vodafone today and it does exclude RBI customers. :[  


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  #2442376 20-Mar-2020 17:46
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thanks Tristan, yes the Vodafone fb complaints page is rife with complaints and they respond to them all with the same trite comment that RBI is an agreement with Government and therefore they can't change it and wireless NZ wide would be affected if they did, frankly its a nonsense reply because Spark are doing it with Wireless broadband and telling everyone there's a good chance they'll have to manage it going forward. Time for a provider change methinks I live in an area where wireless is the only option.




BDFL - Memuneh
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  #2442753 21-Mar-2020 11:32
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Update from Vodafone:

 

 

In a time of heightened internet connectivity needs, Vodafone New Zealand is asking customers to turn to digital customer service methods wherever possible to reduce the reliance on call centre staff.

 

Digital channels include our My Vodafone app, online chatbot TOBi, website and chat – as well as social media channels, particularly Facebook and Twitter, which have recently extended their hours to be available from 8am-9pm.

 

Antony Welton, Customer Operations Director, Vodafone NZ, said: “We are doing our utmost to respond to the ever-changing landscape around the COVID-19 pandemic. Due to precautionary measures in New Zealand and internationally, our Customer Care teams are managing the impacts of COVID-19 while dealing with higher call volumes.

 

“If you can use a digital way of contacting us instead of calling in the first instance then please do. We have a great website and newly relaunched My Vodafone app as a first port of call.

 

“We have major call centres in different offices in New Zealand and India, and a small specialist customer care team in the Philippines – and while we’re able to redirect work and calls for some customers between them, we are also planning for future impacts including what we can expect will be further increased restrictions on movement in cities worldwide.

 

“With India recently announcing a ‘Janata Curfew’* on Sunday, 22 March, we expect that call wait times will increase over the weekend and urgent queries such as service restorations or medical emergencies need to be prioritised.

 

“Our greatest focus has to be the safety and wellbeing of our team – so we will continue to prioritise this and are unapologetically taking a conservative approach to health matters.

 

“From a retail store perspective, depending on how the situation evolves we may need to close specific stores to deal with staff shortages due to Vodafone NZ asking certain staff to self-isolate in our ultra-cautious approach to COVID-19.

 

“We apologise for any inconvenience to our customers and encourage people to visit our online store for home delivery across Aotearoa.”

 

For more information, please visit www.vodafone.co.nz – or our dedicated COVID-19 page at www.vodafone.co.nz/covid19.

 





 
 
 
 




BDFL - Memuneh
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  #2445540 24-Mar-2020 15:50
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More from Vodafone:

 

 

Following the PM’s announcement that New Zealand will move to level 4 at midnight Wednesday, Vodafone New Zealand remains focused on delivering essential services and technology to keep Kiwis connected during the COVID-19 pandemic.

 

Jason Paris, Vodafone NZ CEO says, “Connectivity has never been more important to Kiwis. As the nation enters a new phase of self-isolation to fight COVID-19, staying in touch virtually with loved ones and workmates is super important for our nation’s health and wellbeing.

 

“Our teams are working around the clock ensure we keep Kiwis connected. Just as supermarkets are stocking their shelves with food for the lockdown, we’re prepping our network hubs with extra data capacity. Our broadband and mobile networks are holding up well, and we have a lot of supplies left.

 

“We’ve been investing heaps of money into shoring up our mobile and broadband internet services, so we’re in a good place. Over the past week we have seen spikes of up to 50% higher than usual mobile data usage, an uplift of 15% in broadband network traffic and a 70% increase in phone calls – and we’re confident we’ll keep up with this new pace of demand in the home-bound days to come.

 

“But the ongoing impact of COVID-19 means customers will likely experience delays if they try to phone our call centres, so we urge Kiwis to go online in the first instance as we all respond to this unprecedented situation.

 

“We are doing absolutely everything we can to help our customers, including staff volunteering to lend a hand to our customer care teams and reassigning some retail staff. But we do expect slower wait times, and we ask customers to please be patient. Our team is remarkable, and we will get through this.”

 

Technology infrastructure in focus

 

“Our networks infrastructure is closely managed, health checked and monitored 24/7. Telecommunications networks are classed as an essential service – and while the vast majority of our team can work from home, our workforce can continue to visit our physical locations as required as a critical service to ensure that we can help Kiwis maintain strong online connections.

 

“If there are industry-wide capacity issues, particularly in regional or rural areas, we urge New Zealanders to bear with us as our teams are doing all they can to keep you online. We are aware in particular that there is congestion on many of the Rural Broadband Initiative mobile sites, and we are working on potential options to alleviate that congestion and increase data allocations.

 

“We’ve been investing in our network in recent years so we’re well placed to keep up with ongoing increases in data demand, but Kiwis can also do their part and consider their concurrent online activities. This means not streaming mobile video, online gaming and downloads all at once – both to reduce your household’s personal data usage as well as helping other New Zealanders to have access to fast and reliable internet services.

 

“In terms of ongoing connectivity, we are working closely with Government and the wider industry including other telecommunications companies to prioritise work that will make the most difference to New Zealanders at this time.”

 

Use digital channels first to contact us

 

Vodafone NZ customers are advised to use digital customer service methods wherever possible to reduce the reliance on call centre staff.

 

Antony Welton, Customer Operations Director, highlights: “We are living in uncertain times and we understand how important it is for New Zealanders to stay connected to family and friends in a virtual manner.

 

“The impact of COVID-19 means wait times for some services will likely go up as movement restrictions become more widespread for both our onshore and offshore call-centres, and as New Zealand offices empty and our local and offshore call centre operations switch to working from home.

 

“We will be prioritising the health and safety of our people and communities first and foremost – and we apologise in advance to Vodafone customers who may find it more difficult to get through to our call centre teams. Please be patient, our people are working as hard as they can, in extraordinary circumstances.”

 

For those who do need to contact us, we will be releasing a guide for the best channel to use in the coming days – visit our website for more information (https://www.vodafone.co.nz/contact/).

 

Vodafone retail stores to close temporarily

 

Commenting on retail stores, Carolyn Luey, Consumer Director, says: “Now the government has announced a move to Level 4 from midnight Wednesday, we are preparing to close Vodafone stores for the corresponding time period. Stores will likely remain closed from 4pm today for four weeks or until the government advises the levels have changed in order to protect our customers and our employees.

 

“We have a great online store and delivery for SIM cards and mobiles is free, so Kiwis can continue to stay connected during these uncertain times.”

 

For more information, and regular updates, please visit www.vodafone.co.nz – or our dedicated COVID-19 page at www.vodafone.co.nz/covid19

 





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  #2445622 24-Mar-2020 17:38
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thanks for the update, looking forward to more info in the coming days 


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  #2446621 25-Mar-2020 19:57
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Im working remotely from home at the moment. The fine print on the Endless data plans says max speed reduced to 1.2mbs after full speed data cap reached. Is that enough to work remotely? Been averaging over 2gb a day since Monday.

Taking and receiving calls via Interactive Intelligence and various other systems .

Or should i check with our IT team directly?

Thanks

Steve




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  #2446654 25-Mar-2020 20:38
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tristanp:

 

macboy001:

 

and excludes Fixed Wireless, does this mean very restrictive data caps still exist for wireless rural broadband? I’m 4 days into working from home and with all the video calls my data plan will be toast halfway through the month. Considering a move to Spark..

 

 

talked to vodafone today and it does exclude RBI customers. :[  

 

 

 

 

Well, that sucks... 🙁

 

 


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  #2446657 25-Mar-2020 20:44
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Does suck but they need to protect the mobile network from further overloading


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  #2446677 25-Mar-2020 21:03
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so can anyone confirm Spark are offering more data, or uncapped for RBI?

 

 


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  #2446679 25-Mar-2020 21:07
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tristanp:

 

so can anyone confirm Spark are offering more data, or uncapped for RBI?

 

 

@tristanp Look under the SparkNZ section on Geekzone this is under the Vodafone thread


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  #2446685 25-Mar-2020 21:18
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Linux:

 

Does suck but they need to protect the mobile network from further overloading

 

 

 

 

I guess that's understandable. Still stings a bit tho... 😳
Stay safe everyone! 😷


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