Ongoing Saga to "renew" VF account and upgrade Fibre plan from 100/20 to Fibre Max

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Ongoing Saga to "renew" VF account and upgrade Fibre plan from 100/20 to Fibre Max

Bigted1966

9 posts

Wannabe Geek

#290119 21-Oct-2021 21:00

So to start this has been going on for almost six months because I have not actively hounded Vodafone about this issue (I have called back from time to time

but have given up again until now).

So back in mid May 21 I was looking at the current VF Fibre plan options and discovered I was paying more than the current offering at the time (still am).

Found I could renew the plan for cheaper but I decided to also upgrade to Fibre Max at the same time, which was still cheaper than what I was currently paying for 100/20.

Rang Vodafone talked about what I wanted to do. They said I need to upgrade my account as it was an old Ihug account from way back (2006!) and the are getting rid of them.

They sent me an email confirming the price which included the prepay mobile plan discount.

Nothing happened. Rang over the following weeks to follow up. All calls ending in VF saying it was going to be escalated to get sorted.

Gave up trying after about 3 weeks.

Around August got a voice call, and an email, from VF saying I had to move to a new VF account so I asked them to look at my account history to point out that they

had not actioned the request from months ago. They said they would escalate the issue, again. Got another call from VF the next day asking me to move my account again.

They did not realise I had already been contacted the day before.

Followed up again once or twice with no luck.

So have given up until now.

Does any one have any suggestions in how to get this resolved. I haven't been able to get past the help desk on the phone.

Is there a VF rep here or is there an email address or number I can call to get some resolution to this?

Thanks

Bigted

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#2799092 21-Oct-2021 22:48

@JasonParis

gregmcc

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#2799102 22-Oct-2021 05:49

Walk away and go somewhere else, plenty of other ISP's that can provide the same internet access. It's just not worth the hassle.

quickymart

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#2799131 22-Oct-2021 08:02

Yep this sounds like a rigmorale that you don't need, simply shop around.

Linux

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#2799145 22-Oct-2021 08:23

@Bigted1966 6 months free broadband on Skinny VodafoneNZ does not care about customer service (Jasson Paris does but the staff overseas do not give a flying fish)

https://www.skinny.co.nz/broadband/

quickymart

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#2799159 22-Oct-2021 08:46

A pity I reckon John, they didn't used to be like that :/

Goosey

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#2799748 23-Oct-2021 07:50

Side Hijack... as im now wondering this is about to happen to me, im on an old ihug account to circa 1998 maybe...and yesterday I said "ok" to the migration to a new account number.

- 2 weeks ago, sms from VF (weird number too), telling me theres an important change for me and they need to talk to me and to expect a call from them that day. ( I dismissed it as it kinda looked like SPAM and nobody called me anyway)

- a week later, another sms saying the same thing and to expect a call that same day.... no call came.... so now im deffo thinking its SPAM

- this week, get the same SMS then someone calls me hounding me about how they have been "trying to contact me". I asked them to send me an email with whatever this important change was and they told me "sorry cant really do that for privacy issues".... wait what? (if the change is soooo important then why cant you offically send me a letter instead of pushing me about to talk to you...at this point im not trusting you).

Long story short they wanted me to migrate to a new billing platform and as such would get a new billing account number and cycle date.

(sounded like they are selling me a plan upgrade...but accepted maybe there is a time when you just gotta do what your told and move off an old pre historic account number to suit the plan for the way forward....given Im aware of the multiple billing accounts VF would be having to manage from the various acquisitions). It would simply been nicer to be told that from the start instead of "hey its urgent...we need to speak, we need you to upgrade plan".

Figured out after all the garbage.... they were legit....but that was after they asked "what services do you have with VF"....LMFAO...."you called me cupcake....you should know".

So apparently, some time today or tomorrow my internet / phone services will drop out and then ill be on the new account number.

- Ok saved a few $$ but experience not all that flash IMO.....

- best I let the process finish then go get around to moving off VF.....

Oh, I asked them about a family members account number (who Im authorised to speak about) and if that would be their next target..... got put on hold, then got told no it was fine and "I should know", that the account number starts with a 4, so thats ok..... again LMFAO.... why did you put me on hold to come back and tell me that when that was your whole purpose of the call originally to kick me off my ihug AC number.

Linux

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#2799792 23-Oct-2021 10:48

@Bigted1966 So any update or you just going to do 1 post?

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Bigted1966

9 posts

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#2800076 23-Oct-2021 16:43

Linux: @Bigted1966 So any update or you just going to do 1 post?

Thanks for the kick in the pants Linux.

This account is new as I have locked myself out of my original account I set up in 2004 under "Bigted"

My password reset email is an old ihug address so will have to get someone to help with that in the future.

I have been watching the replies and was hoping to get some contact from someone like Jason Paris but that has not happened.

I'll try and DM him later.

I'm waiting till Tuesday to try VF on more time and then will look at changing providers.

I suppose I could also port my VF cellphone account at the same time if that makes some $$$ sense. Any point?

Interesting to see another person going through the same hassle with moving billing platforms.

Will se what happens on Tuesday.

Linux

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#2800077 23-Oct-2021 16:49

@Bigted1966 Thanks for the update and I am sure @freitasm could help with your @Bigted gz account

Did you email @JasonParis?

Bigted1966

9 posts

Wannabe Geek

#2800080 23-Oct-2021 16:56

Linux:

@Bigted1966 Thanks for the update and I am sure @freitasm could help with your @Bigted gz account

Did you email @JasonParis?

I have just now.

Cheers.

JasonParis

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#2800226 24-Oct-2021 08:51

Bigted1966:
So to start this has been going on for almost six months because I have not actively hounded Vodafone about this issue (I have called back from time to time

but have given up again until now).

So back in mid May 21 I was looking at the current VF Fibre plan options and discovered I was paying more than the current offering at the time (still am).

Found I could renew the plan for cheaper but I decided to also upgrade to Fibre Max at the same time, which was still cheaper than what I was currently paying for 100/20.

Rang Vodafone talked about what I wanted to do. They said I need to upgrade my account as it was an old Ihug account from way back (2006!) and the are getting rid of them.

They sent me an email confirming the price which included the prepay mobile plan discount.

Nothing happened. Rang over the following weeks to follow up. All calls ending in VF saying it was going to be escalated to get sorted.

Gave up trying after about 3 weeks.

Around August got a voice call, and an email, from VF saying I had to move to a new VF account so I asked them to look at my account history to point out that they

had not actioned the request from months ago. They said they would escalate the issue, again. Got another call from VF the next day asking me to move my account again.

They did not realise I had already been contacted the day before.

Followed up again once or twice with no luck.

So have given up until now.

Does any one have any suggestions in how to get this resolved. I haven't been able to get past the help desk on the phone.

Is there a VF rep here or is there an email address or number I can call to get some resolution to this?

Thanks

Bigted

Thanks for letting me know about this and sorry for the delay. As always the best bet is to email me directly at Jason.paris@vodafone.com. Now onto this - shambles! Appreciate your patience with this - not good enough and I will sort. Could you please drop your account number and details to my email - and we will get onto it this morning. Apologies again, JP

Jason Paris

liquidcore

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#2801467 26-Oct-2021 18:17

Any updates @Bigted1966?

Bigted1966

9 posts

Wannabe Geek

#2801476 26-Oct-2021 18:30

Have only contacted Jason this afternoon so waiting to hear.

Cheers

Bigted1966

9 posts

Wannabe Geek

#2801497 26-Oct-2021 19:10

Have received an acknowledgement from Jason just now. He is getting back to me.

nbroad

320 posts

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#2801917 27-Oct-2021 12:03

Goosey:

Side Hijack... as im now wondering this is about to happen to me, im on an old ihug account to circa 1998 maybe...and yesterday I said "ok" to the migration to a new account number.

Hi,

How did you get on with this? I had the same call yesterday. Agreed to move to the new billing system and at the same time agreed to a speed/plan upgrade.

I received an email immediately after the call explaining the changes and also stating my "connection date" was 27/10, as in today.

Had a small outage on my internet at 8am this morning, but no speed change.

I wasn't expecting much but just wondering how your experience has been?

Cheers

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