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# 39366 13-Aug-2009 08:45
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A family member is having problems registering/logging into the www.vodafone.co.nz website.


The registration appears sound, because if "I forgot my password" is selected, and the online ID/cellphone number is entered, a TXT is sent with a temporary password.


But this is greeted with a message:


** Sorry you must enter a valid username and password. Please try again. If you continue to experience difficulties please call Customer Services on 777 for assistance.



The password has been checked, as well as another temporary password requested and received. There seems to be no email assistance or free call option apart from the $1 prepaid desk. It is not an urgent matter so would be happy for things to be sorted out by email, etc. but the $1 phone call seems to be the only option.


Given that we seem to have done nothing wrong at all, how hard would it be to convince help desk to not charge the $1? Or is the $1 payable regardless given the nature of the matter?

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  # 245918 13-Aug-2009 08:51
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This is cause the person is using the incorrect user name not a fault

 
 
 
 




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  # 245927 13-Aug-2009 09:12
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Thanks, that worked. Not sure why (perhaps for historical reasons due to me being familiar with the site for years) but we thought the login was the mobile number 021xxxx

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  # 245941 13-Aug-2009 10:03
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johnr: This is cause the person is using the incorrect user name not a fault

Then perhaps the page needs to give an example of the correct user name, or the error message needs to be more descriptive?




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David Elsbury
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  # 245943 13-Aug-2009 10:07
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There are 3 different kinds of usernames that I now know of:

1. The original "select your own username" username that I have as a "legacy customer"

2. The "your mobile number" username, which came after this, which I didn't find as convenient but at least it makes sense

3. The "your email address" username.

The website gives 2 examples of your Online ID "eg. 0211234567 or dave@vodafone.net.nz".

I presumsed that the required username was (2), and would never have thought (3) because "I don't have a Vodafone email address". I know that the example above doesn't state that it is an email login only if you have a VF email address, but that's what I was thinking anyway, possibly for historical reasons.

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  # 246029 13-Aug-2009 14:24
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davide:
johnr: This is cause the person is using the incorrect user name not a fault

Then perhaps the page needs to give an example of the correct user name, or the error message needs to be more descriptive?



Agree.

It can be confusing as i login via a username, however most other people who i have signed up to the site login via their mobile number.

All three login methods should be shown as an example on the login page and it should defiantly be explained in more detail in the error message.

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  # 246240 13-Aug-2009 19:48
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While they are at it they could sort it so there is only one login for the whole lot of things rather then the many there are at the moment for internet vs forums vs the manage account etc...




Richard rich.ms

 
 
 
 


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  # 250161 24-Aug-2009 17:51
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About the $1.00 charge. I call 0800800021 from a landline and select the option "not a vodafone customer"
Tell them my problem and make a noise about the $1.00 charge. The Egyptians are the easyest to cave in and not charge.



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  # 250162 24-Aug-2009 17:59
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The only problem with that is that if it is a specific enquiry to do with your mobile number and you have to disclose it to them, then you are still at risk of the charge.

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