Hi all,For quite a while now my wife and I have been on vodafone mobile plans, we each get the $39 plan for $29 as we are both signed up, this plan gives us around 2.5GB of data and 300 mins.Now we are looking into what we can do to have more data as we do not have quite enough to last us the month now and have seen a plan on their website which is a $39 plan (like we both have now) and it gives 5Gb of data, this looked great but when I rang they said they could not give us a discount on this plan even if we both signed up.As far as I am aware Vodafone providing discounts for multiple plans has always been standard practice, have they really dropped it or did I just get a bad sales person? if they have drooped it ill give Spark a call and see what they can do for me.
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No more discount for multiple mobile and internet plans?
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Vodafone Fibre Max - Speeds / Equipment
Vodafone Fibre speeds, I have recently changed from VDSL to Fibre but when using the supplied modem I have noticed limited performance over the WiFi connection, I am getting a range of speeds this weekend. Over nine different speed tests i have a wide range of results,Min Speed Down, 102 Mbps ~ Max Speed Down, 214 MbpsMin Speed Up, 83.8 Mbps ~ Max Speed Up, 158 MbpsAny suggestions on how to improve this WiFi speed?
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Softphone possible on Vodafone VOIP landline?
We have a Vodafone VOIP landline with Vodafone supplied portable handsets. Works fine but for more direct access to my Outlook contacts list and using a headset (significant hearing loss), it would be good to have the option to use a softphone from my Win10 PC. Can this be done easily and securely?If so, any recommendations as to good softphone software?Any special configuration required?
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Ultra Hub behind ER-X just for voice
Hi all,Got a client on Vodafone who has recently changed to Fibre from VDSL - they were using the ER-X with a modem in bridge mode before, so the ER-X is working fine on Fibre. The issue of course is the landline phone - as this is done through the UltraHub, I'm looking for a way to make this still work with the UltraHub behind the Edgerouter.I'm sure this will be possible with the right combination of settings - anyone got any ideas? Thanks. Edit - just found this post, which is for the HG659 but in theory I guess it should work with the UltraHub too. I had already tried what was mentioned in that post and didn't seem to have any joy - would some ports need to be forwarded through to the UltraHub? At this stage it doesn't even seem to get an IP from the Edgerouter.
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Vodafone Fibre breaks down 1 hour at noon 2 days in a row
from 1pm ~ 2pm, today and yesterday, Vodafone Fibre breaks down 1 hour at noon 2 days in a row.anyone else like me?
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Vodafone to create X Squad
Just received:Vodafone New Zealand is today announcing the creation of a new team of New Zealand based customer service experts, called the X Squad.In a world rapidly filling with awesome new customer service choices like AI assistants, apps, IVR's, chat-bots and digital-only services, sometimes you still want to speak to a real person who understands your complex problem, who takes care of it for you, and who lets you know when it's been fixed. We will be investing an initial $10 million in setting up the X Squad.Jason Paris, CEO of Vodafone NZ, explains why we're making this investment:What is the X Squad?'The X Squad is a re-invention of the modern customer service model - and will significantly add to our existing frontline call-centre and in-store teams. From October, customers with complex enquiries will be escalated to a dedicated team of multi-skilled experts empowered to deliver next-level care for the trickiest of problems. With X Squad, you get dedicated case management, all the way through to a fix.'The X Squad will complement our current customer services, including existing call centres, Vodafone Ninjas, live-chat, social support and app self-services, by adding an extra 'layer' of customer support with a different skill-set to traditional call centre roles.'As well as looking after the trickiest problems, they will actively monitor for issues and proactively contact customers if needed. They will search for any patterns that might be a systemic problem, and feed insights into other teams responsible for root cause fixes. It's a new way of working for us and one we believe will become a benchmark for service excellence.'We will kick this off in October, and we will continue to scale up the X Squad over the remainder of this calendar year. To get the new team established as quickly as possible, it will comprise selected and skilled New Zealand agents from Vodafone and our partners Tech Mahindra and Probe, based in Auckland or Christchurch.'How will it work?'The X Squad will not use common call centre metrics such as average handling time to measure success; it is all about teamwork, customer experience and a one-stop fix. The measure of success is that you will only need to call us once and we will own your issue to outcome, keeping you informed all the way.'The X Squad will look after all the necessary things in the background on your behalf so you can spend more of your valuable time on things that matter to you. The X Squad will also lighten the load on existing call-centre teams across Auckland, Wellington and Christchurch and offshore, freeing them up to improve our responsiveness to less complex customer enquiries.'Why is Vodafone creating the X Squad?'We've been making a lot of big moves since our recent ownership change, including the announcement of New Zealand's 5G network to go live in December this year. However, we also know network leadership counts for little if the customer service experience is poor. Customers are (rightly) increasingly demanding better service, whenever and wherever you want it, and we have to deliver.'So we have been rethinking our entire approach to customer service. While our awesome front-line teams are working incredibly hard and the vast majority of our customer enquiries are resolved first time, the complexity of our underlying systems, built up over many years, means too many of our customers have had to contact us multiple times, and when that happens, chat-bots and IVRs won't cut it. We need more service experts on hand, when you need them most.'The creation of the X Squad follows a recent trial of the concept in Christchurch, where a handpicked team of expert New Zealanders have been providing dedicated case management to resolve complex problems. The trial has worked so well we now want to scale it up over the remainder of this calendar year. 'We also see this as a way to help address the future of work. We know that in a more automated future, human judgement will become ever more valuable for dealing with complex scenarios. By adding a new expert case-management role to complement existing and traditional customer service roles, we are providing an exciting career development pathway for our customer service people with x-factor.'We're excited by the long-term potential of the X Squad. While poor service and complex systems are not unique to Vodafone or the telco industry, we know we are not where our customers want us to be in terms of consistently good service quality, especially for difficult enquiries.'What else is Vodafone doing to improve customer service?'This is not our only investment in customer service improvements. We made many big changes to our customer service approach earlier this year; including consolidating our offshore call-centre partners and working with global partner Tech Mahindra to set up a new service centre of excellence in Christchurch, alongside Vodafone service teams in Auckland, Wellington and Christchurch. While it has taken time, the new teams are now getting up to speed.'We've also investing in the retail experience, with four new flagship retail stores coming, a trial of in-store customer service staff in three stores, and a joint venture with Digital Mobile to deliver outstanding in-store and digital retail experience and innovations across the entire Vodafone retail store network.'Ultimately, the best possible service is products and services that are radically simple and work all the time, meaning no need to contact us. So we will also continue to invest in simplifying, digitising and automating customer journeys to help reduce the need to call us in the first place and give customers more self-service options. And we are continuing our long-term programme of migrating customers off older legacy IT systems onto a single back-office IT 'stack' to reduce our system complexity and make it easier to understand and serve customers.'We want to be leaders in customer service as well as in network. We're not there yet by a long way, but we think today's announcement of the X Squad is a big step in the right direction.'
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Trying to change my plan, four times already, nothing happening
Hi all, Sorry this may seem more like a rant rather than a useful post, but I am hoping by explaining what I have one through so far that maybe someone might have some advice on where to go from here as the next step will be switching providers, which of course will be a bit of a hassle.I rang vodafone a while ago to see if there was another mobile plan that would suit my wife and I better as we were running out of data, we are both on the $39 plan which gives us 2.5gb data and 300 mins, we each receive a $10 discount meaning we pay $30 per month each for a total of $60 per month.I was told on the phone by Vodafone that there is a $60 plan which provides unlimited calling and 10gb of data, and it usually costs $20 to have another person added to that plan (so the data is shared) but since we were already getting a $20 discount they would apply that meaning the $20 extra per month to have my wifes number added to the plan would be $0 and we would both have 10gb of data to share and also seperate phone numbers for $60 per month which is what we are paying now in total for half of the data.This obviously sounded like a great idea so I agreed and gave all details asked for by Vodafone, I was then told it had been set up and should be active in 24 hours or less and we would get a confirmation. Two days later nothing had happened so I called them again and explained I never got what I was told I would get and went through the whole process again, once again, a few days later nothing has changed so I called a third time, and once again got someone else, explained this is the third time I have tried to change my plan and once again went through the same process.This third time has been the pretty much the same, two days later we are STILL on our old plans, the only thing is this time I got an email from Vodafone (online shop) saying "Order Confirmation" "Red Share - open term Mobile Number : 021******Red Share owner / Business Administrator: 027*****"The to me looks like they have given permission to my wife to be added to my data, but I am still on my old plan which does not allow shared data, and does not have enough data to share anyway.I am starting to get really frustrated now and obviously have the feeling another call will put me in the same position as I am in now with no result so was wondering if anything else can be done to solve this?It would be great if vodafone staff in stores could help as it could be done in person, and I could go back and see the same person when it does not work, however they seem to have little discretion when it comes to the discounts and usually refer you to the call center.Is there something else I can do?
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Phone number prefixes wellington
Hi,Is there anyone that knows if any Wellington numbers start 04-78....I had a call from someone who left a message on my external answer phone. They knew my name and gave me a phone number to call him backbut its no such number. After the 04- there are 8 digits starting 78If someone could shed some light. I tried a few combinations but nothing.My home phone is vodafone. Is there a way that the call can be traced, perhaps.Does Vodafone keep on record where calls orginated from.ThanksFord
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iPhone XR out of stock VF - Discontinued?
Every colour of the XR is out of stock on the VF website. It's available from Apple so seems to be still current. Have VF chosen not to sell it anymore, does anyone know? My wife wants one to replace her 8.
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Stop casual data eating prepay balance
I have far too many offspring using far too many mobile phones. They are on cheapish $9-13/month plans which isn't too bad, but if they accidentally use their limited data allowance and then some more, they very quickly eat into their remaining prepay credit. As I can't top up their mobiles with the exact amount required for the next month of their prepay plan, we are spending sometimes notably more than the amount of their monthly plan. I'm very seriously considering moving them to the new Kogan Mobile plans. For $160 for a 1 year plan ($14 per month) they get calling and texts and some data, but most importantly if they use their data for the month, the data flow stops and does not affect any unused credit. I actually don't want to move them to an Aussie owned company. I've been a Vodafone customer since the BellSouth days and overall am pretty happy with the service levels. The accidental eating of remaining credit is a real problem for me, though. Is there any way that this can be stopped on the Vodafone Prepay network?
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Vodafone Voice over LTE
Just saw this from @JasonParis They have beaten 2degrees to it
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Chorus Maintenance in Whangarei
Hi @ChorusNZ ,Can anybody shed some light on whether there is maintenance being done on broadband supply in the Maunu area of Whangarei at present? I have a Vodafone VDSL router which, on a good day will download data at 20 Mb/s, but for the last 48 hours, it's been consistently around 0.5 Mb/s. It took an hour and three separate phone calls to the so-called 'tech ninjas' at Vodafone for them to finally tell me that local maintenance may be the cause of the fault. This AFTER them going through the predictable check-list, which completely disregards my actual situation - I was asked THREE times to perform a factory reset of the router, so I lost all my customisation settings needlessly. My broadband is now essentially at dial-up speed, no Netflix for me tonight. :-(FRUSTRATED of Maunu.
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Pegasus township
I am considering a move to Pegasus township and am getting differing answers regarding internet access.I understand that Vodafone were given exclusive rights to provide telecommunications to the new town about 10 years ago.Slow internet access and poor service were detailed in a letter by the local MP to the minister of Communications a few years ago.Sitting in the car park under the cell tower yesterday I got between 1 and 5 Mbps and the local real estate office are showing 11-15Mbps apparently with direct connect to the router. ADSL speeds. Current VDSL in Rangiora is 70Mbps which has risen from 45Mbps since fibre is now available and I assume neighbors are connecting. With the development of a huge new township with 2kms of Pegasus (Ravenswood) there has to be changes in the air.If any GZ's live in Pegasus and can throw light on the current situation...it would be appreciated.. And if VF are reading this forum, any updates would also be much appreciated.. thanks
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Dropped APN on VF systems
Hi all.Has anybody experienced the issue where VF had to add the APN back onto the mobile number for data connectivity to be restored? Both persons answering the phone stated that they had to add the APN back onto that number. It was a configuration issue with VF, not the handset. Things to noteThis is a corporate accountThe handset has the correct APN configured: "vodafone"Any app requiring internet connectivity failsCan't check for a firmware updateMobile data is enabledOnly a cellphone signal strength indicator is displayed in the status bar. It does not show H+, 3G or 4GApps function correctly when connected to Wi-FiResetting the network settings does not resolve the issueThe problem moves with the SIM card to another phonePlacing another Vodafone or Spark SIM card into the original phone allows data connectivity without any other configuration requiredAll PlayStore apps are up to dateThis happened to iOS & Android devicesI have a ticket open with Vodafone Corporate helpdesk to investigate why these mobiles loose their data connectivity, but was wondering if anybody else experienced the same issue.
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Vodafone Sneaks up dodgy charges - Beware
I changed from voda to other provider few months back and when i closed the account i accidentally overpaid voda by about $4 which i only came to know a month later. so i thought sweet az, i will let it sit and claim it soon. but now in the latest bill, they have wiped my account under pretext of " admin maintenance charges" and now my account is 0$ This is so not fair and right, I left my money in good faith and trust, and voda you took it for nothing , for providing me Zero service because i didnt have any existing connections with you. Very poor - its not about the money , its just about the ethics of operation , and thats not ok . i just think its not right.
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Vodafone Sure Signal replacement and availability
Is the Vodafone Sure Signal still available? I think mine has died and I will need to get a replacement.Craig
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Seriously HAD ENOUGH. Voda ultrahub woes
<rant> I'm seriously at my wits end with my Vodafone service (HFC) or more specifically the Ultrahub (i think). I live in Christchurch and have the 200mb hfc broadband service and a T Box which other than the occasional reboot needed every week or two it seems to have worked for ages reasonably well... Up until recently. Now EVERY SINGLE DAY (and sometime even more frequently), I arrive home to find my WiFi service down again and a reboot of the ultra hub is needed to restore it. The event log on the hub is full of errors. I've factory reset it and it's made no difference, in fact I'd go so far as to say it's worse. Now heres, my question. All this nonsense "seems" to have started since a Vodafone(downers?) tech came out a couple of weeks ago and replaced the Motorola surfboard cable modem which is attached to my T Box (not my broadband modem, the Cable TV modem). This is a seperate modem to the Technicolor jobbie that is attached to the Ultrahub. Perhaps it's unrelated I don't know, but the timings seem to correspond. Is there any way the TV service modem could be causing issues with my ultrahub connected to a different cable modem. Yeah I know I'm not convinced either, but thats the only thing thats changed. Could this be the cause of my recent problems. I've been a HFC customer of Vodafones from the very early days of Saturn /Telstra / TelstraClear but now I'm about to chuck in the towel with Voda and move to a different provider. I like the service, I've been a loyal customer for many many years and would stay if this was fixed but talking to their offshore call center when you eventually get through is nothing more than an exercise in frustration with their scripted BS asking "what lights are on" and not listening to what they are being told. Can anyone offer any suggestions on what I can do to try resolve this issue because frankly I'm at the point I'd like to just go chuck all their junk in the rubbish bin and go fibre with a new provider and get a new router installed. I'm out of contract and there's no way in hell I'm resigning without a guarantee they will fix the problem and that it will stay fixed.</rant>
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Incorrect time on HG659 - Can it be altered?
The time on this HG659 is out, it's an hour forward which amongst other things breaks a bunch of parental control restrictions. I'm damned if I can see any way of changing it even as the super admin.. Is this something that''s being pushed via TR69?
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3 weeks and 4 hours on the phone later. I still don't have a VFTV box, and I am happy
So 3 weeks ago VF decided to upgrade my account and send me a new VF box when my other one kept dying. Every week I would ring them and spend an hour trying to find out where it went. This week the person on the end said I had to "send in documentation with RowID" before they would send it out. What was he talking about????So totally exasperated I told them to cancel my account for the TV and just leave the Broadband. "Can't do that" I was told. "OK, delete my entire account and I will go elsewhere", says I.Now that got their attention. Then I was passed to the Retention department, who with unexpected competence, took the TV off my account as I wanted to. Then I realised that the original rep I was talking to was lying through his teeth about "sending in documentation". He just didn't know what to do and wanted me off his line. My threat to take it up the chain actually succeeded in getting to someone who knew what they were doing. In conclusion, don't trust what the guy on the end of the phone says, just say you will take it further, until you get to someone with actual authority.
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Waiting for Vodafone to clear the line
We're moving house today - transferring a Spark connection. They have advised that they can't connect us because they are waiting for Vodafone to clear the line.Does anyone know when this happens? There is no cell coverage at the new property so we were really hoping the connection would proceed today.
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