Who's at fault? Telecom or Vodafone?

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Ivor

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# 80883 5-Apr-2011 20:42

I think my very bad luck comes to me recently.

I have switched over from Telecom to Vodafone Naked DSL.

I am using a Vodafone login name and password to use broadband. In my point of view, I am using Vodafone's services for sure and I can see the broadband usage metre on Vodafone's website is running.

OK. I can however realize Telecom continue to bill me as I can see on Telecom's online "My Telelcom". I rang 123 a few times as well as emailed them, Telecom insisted that the current disconnection order on line 09-8381086 is not done and I am still using their service (can that be real??)

OK. I rang Vodafone connection team but then I was told that order on this line has been done and closed.

I rang Telecom again as well as emailed them (but they did not respond to further emails) - same answer. Then I rang Vodafone connection team as well as emailed Vodafone Customer Service, and Vodafone insisted order is closed but will see what needs to be done however no further response thereafter.

Anyway, I rang Telecom again and spoke to a lady again. She said Vodafone just added a service on my line rather than taking it over (although I suspect this can be real or not, even the phone is disconnected now!!). I asked, as a Telecom account holder, I noticed you I am not using your service, am I not able to just quit from you. She insisted that, you can't because Vodafone hasn't done their job properly. (Vodafone, is it real???)

Try again to ring Vodafone. Already afterhours now :(

I might have to ring them both at work tomorrow to sort this out! I am really sick now!! I am paying both providers for over 2 weeks now. If this goes to the Dispute Tribunal one day, I even don't know who I should put the claim against to!! Anyone who has experienced this before? If so how did you overcome it?

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# 455684 5-Apr-2011 21:47

I had the same issue with Telecom when I moved to Slingshot in December. Every time I called Telecom I got their Manilla call centre who insisted it was Slingshot's fault and they had not processed the order correctly. After several calls, promises of call backs and several hundred dollars worth of Telecom broadband charges at the same time as I was paying and using Slingshot, I finally managed to get someone in Manilla to put me through to someone in NZ.

Within 5 minutes they had fixed the issue (Telecom's end - issue with their billing system) and credited my account. It's still $140 in credit now.

Curious, what plan were you on with Telecom. I was on Total Home Broadband, which was quite a new plan, and apparently that is what caused the issue. Because it was a 'package' with broadband and phone, when the broadband moved off, the 'package' stayed active as I still had the landline.

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joff_nz

446 posts

Ultimate Geek

# 455687 5-Apr-2011 21:53

Have you signed a anything with Voda saying that they will end your Telecom connection on your behalf? Or did you need to cancel it with Telecom yourself?

Going by AJobbins account it sounds like it's probably a Telecom issue, but who to push it with depends on who you asked to cancel it.

Ivor

72 posts

Master Geek

# 455692 5-Apr-2011 22:02

ajobbins: I had the same issue with Telecom when I moved to Slingshot in December. Every time I called Telecom I got their Manilla call centre who insisted it was Slingshot's fault and they had not processed the order correctly. After several calls, promises of call backs and several hundred dollars worth of Telecom broadband charges at the same time as I was paying and using Slingshot, I finally managed to get someone in Manilla to put me through to someone in NZ.

Within 5 minutes they had fixed the issue (Telecom's end - issue with their billing system) and credited my account. It's still $140 in credit now.

Curious, what plan were you on with Telecom. I was on Total Home Broadband, which was quite a new plan, and apparently that is what caused the issue. Because it was a 'package' with broadband and phone, when the broadband moved off, the 'package' stayed active as I still had the landline.

OK. It looks like it is Telecom's issue from what you said.

I am not exactly sure what plan I was on but I use the Residential Broadband Pro before so it's homeline $44 plus $80.99 broadband (Telecom IP on the bill) plus a few dollars for Faxibility service worth over $120 per month on rentals.

I am getting quite angry as when I talked to the lady over the phone, "as a Telecom account holder, when I noticed you I am not using your service and going to terminate my account. Why would you be able to say no to me?" They just say, no becuase there is a open order on your line, you need to talk to your new provider to close it. (What the hell!!!)

Ivor

72 posts

Master Geek

# 455694 5-Apr-2011 22:06

joff_nz: Have you signed a anything with Voda saying that they will end your Telecom connection on your behalf? Or did you need to cancel it with Telecom yourself?

Going by AJobbins account it sounds like it's probably a Telecom issue, but who to push it with depends on who you asked to cancel it.

I've done the sign-up on Vodafone's website. Well, I didn't look at the Terms on their site very carefully but I assumed that this would be taken care of. Telecom confirmed that there was a disconnection order on my Telecom line on 25 March but they just said it is still open so they can't close the account and will continue to bill me. If I want it closed, I need to talk to Vodafone while Vodafone says it is already closed..

Really tired of it.

Ivor

72 posts

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# 455714 5-Apr-2011 22:59

ajobbins, BTW how did you manage to talk to someone in NZ?

I felt so tired with Telecom's call centre ladies. They just like a robot.

ajobbins

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# 455716 5-Apr-2011 23:06

Ivor: ajobbins, BTW how did you manage to talk to someone in NZ?

I felt so tired with Telecom's call centre ladies. They just like a robot.

After arguing with them for an hour they put me through to the NZ based team, who looks after more of the technical side of things

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Ivor

72 posts

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# 455721 5-Apr-2011 23:10

ajobbins:
Ivor: ajobbins, BTW how did you manage to talk to someone in NZ?

I felt so tired with Telecom's call centre ladies. They just like a robot.

After arguing with them for an hour they put me through to the NZ based team, who looks after more of the technical side of things

Oh...my god!

I will rather try the Telecom store tomorrow and see if they can put me through to anyone in NZ.

Telecom sounds horrible these days.

freitasm

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# 455764 6-Apr-2011 07:22

You shouldn't be doing anything. Your new ISP (Vodafone) is the one who should be doing all the contact and fixing the situation.

Balchy

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# 455770 6-Apr-2011 07:47

freitasm: You shouldn't be doing anything. Your new ISP (Vodafone) is the one who should be doing all the contact and fixing the situation.

For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life. What are the chances of that like?

Balchy

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# 455771 6-Apr-2011 07:47

freitasm: You shouldn't be doing anything. Your new ISP (Vodafone) is the one who should be doing all the contact and fixing the situation.

Absolutely, it is your new providers responsibility.

Rather than badger Telecom, badger vodafone, it is their issue to resolve.

Ivor

72 posts

Master Geek

# 455821 6-Apr-2011 09:53

freitasm: You shouldn't be doing anything. Your new ISP (Vodafone) is the one who should be doing all the contact and fixing the situation.

The thing is that if I don't do anything. Telecom continue to bill me and charge me on my credit card for payments while Vodafone insists they have completed the order and done anything they should. I am visiting the Telecom store in a minute and see how it goes.

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# 455822 6-Apr-2011 09:55

Still, it's the responsibility of the new service to find that everything is working fine and all steps of a transfer are completed ok.

Ivor

72 posts

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# 455836 6-Apr-2011 10:59

freitasm: Still, it's the responsibility of the new service to find that everything is working fine and all steps of a transfer are completed ok.

Visisted the store. NO HELP! They rang 123 on my behalf only.

Came back to the office and rang Vodafone connection team. The lady advised that she would ask their provisioning team's manager to send Telecom an email to confirm everything is now with Vodafone and will forward me that email once she did.

I am awaiting that email now to come through and then I will ring Telecom again.

The 123 call centre still insisted that my line and broadband is still with Telecom. What a stupid word came out from their mouth. If they just ring the line, the line is disconnected also the Telecom's broadband username and password has been disabled. Why charging me???

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# 455838 6-Apr-2011 11:03

As advised before, this is something that you should always take up with your new provider.

The way things work your line would have been moved by Chorus. Your previous broadband provider is Telecom, technically (and as required by law) a separate company.

If anything is not done right then your new provider is the one who must support you, request checks be done and make sure the whole process is completed correctly.

If their first request for transfer wasn't correctly filled, it'd be possible Chorus acted a line transfer, but Telecom doesn't even know something has changed, truly believing they still have your account.

joff_nz

446 posts

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# 455839 6-Apr-2011 11:04

That's what Vodafone should have done the first time. Telecom doesn't know that everything is fine at your end. If they did just go ahead and disconnect it and for some reason voda have not finished something, then you may end up without a landline.

You need to keep on at Voda, they have the authority to fix this, and you need to seek recompense from them when it is sorted. Your request to them was to cancel your Telecom connection on your behalf. They then request Telecom to cancel it. The failure is between Voda and Telecom at that point. If you try and push anything with Telecom you could end up doing more damage than good.

Follow the proper process.

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