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192 posts

Master Geek


Topic # 78846 9-Mar-2011 08:44
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Hi guys,



Hoping someone from Vodafone will be able to help out with this - my girlfriends flat has recently signed up for Vodafone naked DSL and the "Broadband Complete Modem" (HG566A).  It all arrived yesterday and I was charged with setting it all up.  I plugged it all in and realized there was no DSL sync.  After having a closer look at the packaging I also noticed that Vodafone had sent us the wrong modem (the reciept and has another customers name and the serial number didn't match the one setup on our Vodafone online acc).  At this point I gave Vodafone a call (waited about 25 mins) and got ahold of a friendly lady who ran through the usual basic troubleshooting (I work for an ISP so I had already done most things at my end).  She eventually decided a tech would need to be sent out - not sure if this means she would just escalate to their next tier of support or a tech would literally be sent out, but will see how it goes today.  I am happy with things up to here.

I procceeded to try to explain that because of the way the HG566A self configures on Vodafones network based on the serial number, ours data usage would end up counting against the other customer and theirs against our account.  She was convinced though that it would be no problem and nothing needed to be changed.  Having a look on the Vodafone account this morning I see that 5GB of data has already been used on our account (obviously not us as we don't even have DSL sync at this point!).  I have gone ahead and removed our original serial number from my online vodafone acc but of course their modem has already been configured now with our username/pass.  I was thinking of changing our password but of course until their PPP session is bumped their usage will continue to count against our account.  Also I'm not able to add our "new" serial number online as it is already registered with the other customers acc. 


Is anyone from VF here able to help swap the serial numbers on the accounts and reset our data usage to zero? 

Also on a slightly unrelated note I was dissapointed to see VF started by billing month on the same day we signed up (26/02/2011).  With the modem only arriving yesterday (assuming it had worked on the spot) we are still being charged 1.5 weeks of service that we are not recieving..



Cheers,
Daniel



EDIT: should also mention they are connected to the red network - FH exchange.   

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378 posts

Ultimate Geek
+1 received by user: 128


  Reply # 446948 9-Mar-2011 13:33
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Hi,

I'm not listed as an official VF contact here on geekzone.co.nz which means I won't ask for your account details to be private messaged to me here. If however you go to forum.vodafone.co.nz you will be able to see Tim.C listed as VF staff there. If you want to private message the details there on that forum I will be happy to look at it.





Please note: I have a professional bias towards Vodafone.



192 posts

Master Geek


  Reply # 446951 9-Mar-2011 13:40
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Thanks Tim I have taken up your offer and sent you a message via Vodafone forums!  Smile



192 posts

Master Geek


  Reply # 447249 10-Mar-2011 13:01
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Just a quick note to say this problem has now been resolved.  I am very happy with the way Vodafone responded, thanks Tim!  Laughing

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