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Topic # 78937 10-Mar-2011 15:47
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This is just a heads up for anyone switching home phone/broadband to VF.

I did the online sign-up, had a few emails over the past 4-5 days telling me tolls had been switched etc. Nothing about broadband switch over date (from Telecom).

Today around lunchtime broadband stopped working. I figured it must be something to do with VF taking over the account although I had heard nothing and under 'my vodafone' it still shows as being processed.

Anyway, I managed to figure out what the VF modem settings were and got things going again, sure enough my broadband is now via VF.

The main issue here is that a lot of customers probably wouldn't be able to figure out that a) the switch has been done and b) how to input the VF settings into modem.

I still haven't had any official notification telling me they have changed my connection.

The worst thing is I signed up for 12 months so I get the free wireless modem, this has not arrived. If I or anyone else were relying on this to turn up i would be without any internet access at all. No idea when this is going to arrive either, just says "processing" in my vodafone.

How hard would it be to make sure the hardware arrives BEFORE they switch over the broadband account?? 

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  Reply # 447352 10-Mar-2011 16:48
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I had the same thing happen to me just recently, and wondered the same question. NZ Post (who I think they sent the modem via.) have an API they could have used to check when to do the switch over.

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  Reply # 448383 14-Mar-2011 22:16
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Yer same thing happened to me today.  I switched on Friday and today my net stopped working.  Didn't even consider the switch as I wanted to switch on the 23rd, and thought it was another post earthquake outage.  Went and checked to see if my neighbour had interweb, which he did, so I checked my emails and sure enough there was an email from VF saying I was now with them and what the password was to log in.  Quite a challenge accessing email with no interweb!

 
 
 
 




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  Reply # 448441 15-Mar-2011 08:40
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Got my gear yesterday, about a week after my connection was switched.

Came supplied with a faulty filter!



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  Reply # 448716 15-Mar-2011 22:31
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Further to the above I also signed up for Sky at the same time via VF to get the $15 my sky discount.

Anyway got an email from VF on Wednesday last week saying someone from Sky would be in touch within two days. Now 6 days and counting and heard nothing.

Called Sky today, managed to speak to a fairly rude csr who was quite difficult to understand due to his accent. As soon as I mentioned vf he told me I had the wrong department and immediately transferred me to another number which immediately put me on hold. I gave up waiting after 45 minutes.

Fairly poor customer service from both companies involved really. Not sure who to call next, vf or Sky?

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  Reply # 448722 15-Mar-2011 22:38
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marmel: Same issue here, we waited and waited. Eventually, we were told that Vodafone hadn't sent the paper work through and it would take an extra week. Then had to dork around with installer... That's a whole other story.



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  Reply # 448993 16-Mar-2011 18:17
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I called Sky again first thing this morning. Get bounced around a wee bit then put through to vf. The guy at vf was pretty helpful, confirmed that the lead had been sent to Sky and then put me on hold whilst he talked to the sky contact.

He came back and put me through to sky who eventually set up a time for me.

A few days ago I had a survey emailed to me from vf about the helpdesk contact I had. I put a few comments in about what had occurred with the sign up process.

About lunchtime today I got a call from someone at vf in relation to that survey. They confirmed they had identified an issue with the process and were putting in place a system to rectify it.

They also gave me a $20 credit for the faulty filter which wasn't necessary but nice.

Well done to vf anyway for listening to their cutomer feedback and trying to make things better in the long run.


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