26-06-2018 11:02 AM
I have spent ages trawling Vodafone webpages for an email address for support. I am unable to find aything that works, and the one given to me by the customer care team over the phone - firstname.lastname@example.org - also appears defunct. I have spent far too much time hanging on the line, listening to the most awful muzak, waiting to explain my problem and then getting nowhere. It seems have have to paint pictures, or send screenshots, which I can't do in here, so please, is there an email address I can use to get some assistance please?
26-06-2018 08:45 PM
What kind of support do you need? Perhaps we can help here, we don't have a service email address.
26-06-2018 09:47 PM
Good evening Mike, it has been a while. I am not sure where to start! I have fibre. "UFB". A week or so ago I did a speed check. The result was 3.25mbps. When I eventually got through to someone with some knowledge I was told, and I quote, "there is an error with your back end". In fact I was told my line was closed. But obviously not completely, something was leaking through. Anyroadup, it did get sorted (though in the process I lost my landline and I have been told not to install the Ultra Hub I was sent or I will lose it again, but that is another story!). In the process I was told I was on an obsolete plan. So I tried to access my plan on line, but some months ago I had followed advice to set up a profile in the "Customer Zone" which has all the functionality of a clay tablet. I have been trying to get someone to explain to me how I can back to the previous account page set up which was actually useful.
No-one I have spoken to on the phone seems to have any idea of what i am talking about, hence my plea for an email to which I can send screenshots of what I have now and what I am looking for.
Thanks for the interest.
30-06-2018 03:16 PM
I received my latest Vodafone bill last night. This states quite clearly that the change of plan I agreed on 22nd June, which was confirmed by email, has not happened and my plan for the next billing cycle remains the obsolete one. When I eventually got through this morning the first person, of course, could not help me but past me through to a "specialist". After another 15 minute wait I explained my concern and was told he could see that "an error had been encountered setting up the plan". He was unable to tell me why this had not been dealt with but he would coordinate with the provisioning team to push it through.
Why does it always need the customer to initiate these things? Why when a problem is found does the person identifying it not take responbsibility for getting it to someone who can deal with it, instead of ignoring it? I know it is not life or death, but please......
30-06-2018 07:53 PM
Thanks for the feedback Chris. You're absolutely correct and I'm happy to say this is very front of mind for the team and we're working on it.
03-07-2018 07:33 AM
I have received a request from Vodafone to classify my problem as "solved". It is not solved. I remain unable to manage my account on line as the "Customer Zone" webpage has zero functionality. It will not even permit me to link my email (Gmail) address, as it will accept only Paradise or Clearnet accounts. Excuse me, but were they not made defunct when my IHUG address was junked last year?
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