My Vodafone New Zealand

response required

I called Vodafone some months ago regarding problems with internet not working. The person I spoke to at Vodafone said I should change to Fibre. I told him it was not available where I live but he did not accept this. He was going to ring me back once he’d worked out the best plan for me. This never happened but a few weeks later I received a Vodafone TV box and a new modem. The next time I had a problem and called Vodafone, I was assured the Fibre was working fine. I then received a text telling me an account was overdue, despite both my mobile and broadband accounts were not showing anything owing. I then received a letter from Vodafone asking me to pay this amount. When I called about this I was told it was for my fixed line and they had closed my old fixed line account and opened this one. I told the person I was speaking to that I would not pay the account until I saw an invoice explaining the charges. Having received no further information, I decided to go into the Vodafone shop in Albany. I spoke to a very helpful young man who spent over an hour trying to get this sorted for me. It turns out that the original person who tried to sell me a Fibre connection appeared to have opened a Fibre broadband account for me despite the fact that fibre is not available where I live! So hopefully that account is now removed and things should be back to normal. Here’s hoping!

response required

Terrible service!! I switched my internet modem to vodafone and on the day it was installed, the internet wasn’t connecting despite everything seems okay. When I tried calling 7-8 times for customer services, it would not answer and I waited 40isg minutes for each one of them. So I tried contacting sales person and they answered within 30 seconds. When I explained and asked for help, they immediately referred this to another department, which never ended up pickkng up. On the third time, I stopped the person who tried to be irresponsible and tried to put me through to another department. I said this was really furstrating and everything seemed okay but Vodafone was having a technical issue. And the next thing that happened was she hung up on me. As I was explaining patiently, she just finished the call and I was able to hear it clearly. I have given up contacting them via phone, and ended up going into a local store. Turns out it was the fibre team being slack and forgotten to approve the installation on their webservice. Despite this poor effort from doing their job properly (simply checking and clicking ‘approval’) in the first place, I was very disappointed with the phone service as it seemed like Vodafone is genuinely more caring for sales department and lacking care for the current customers. Ka pai.

response required

#VodafoneNZ i am so close to changing all of our services to spark! 4mobiles, a landline and broadband! I ring you to order fibre and none of your representatives in four different depts can find our account even though we have been with you for around 15 years! You then phone me to say that to connect fibre to our house you first need to do a credit check?!How about checking our good payment history in your own records? Then when my data runs out in the middle of the north island and I ask your representative several times to add Flexi data and put it on my bill because I haven’t received the text that enables me to do it he keeps telling me he has updated my account so I will get the text next time but fails to add data and we get cut off! Then you send me a four question survey on my call experience and presumably because I answer zero on the first two questions the survey tells me it has expired!! So you don’t really want the feedback huh? Grrrrrr .........bet if I was a new customer the service would be better!

response required

This app didn’t notify me that my credit was about to expire. There are no notification settings for this feature. Also it didn’t display the expiry date of credit and when we need to top up by. So I lost 180 dollars of credit in my account when I didn’t top up in time. This was because I wasn’t aware of the correct date of expiry. I had it recorded in my calendar as 365 days after my last top up, but discovered my plan needs topping up every 360 days, which is different from other plans. They have refused to recredit this back to me. Also I would have liked it to auto top up so my credit wouldn’t have expired, as they have my credit card on file, but this feature is also missing. They have auto topup of my credit runs out, but not of the credit is about to expire. These are essential features that are needed by any prepay customer

response required

Could be a legitimate glitch but I can no longer check on my usage for any of the three services I pay for ie phone with 40Gig of data, unlimited calls & txt plus 2Gig data for my tablet plus 60Gig data for my Northland house because I’m being told to “Go to the App Store”. Being obedient or submissive or both I went there only to have the spinning circle spin endlessly with no updated App to be seen. Can’t get the UPDATE Vodafone and can’t check on my usage either. Bummer. I just hope I’m not using valuable data (I used all my available data this month being 102Gig PLUS 2Gig extra at a cost of an additional $40) while the wheel spins trying to download the fabulous new Vodafone App. That might make me grumpy. Can you sort it out ASAP please Vodafoners? YOURS SINCERELY, Lost in Limbo PS - Charging $20 for 1Gig extra data is a rip Vodafone no matter how you explain it.