Vodafone (New Zealand) Customer Service Issues

Subject: Account Discrepancy and Roaming Charges Hello Customer Service, I would like to address the account discrepancy related to Account [redacted]56 and Invoice No. [redacted]65 dated July 19th, with $[redacted].17 outstanding by August 5th. On May 15th, we subscribed to the “RED +Lite-SIMO” plan for two months in advance for overseas travel, emphasizing the termination date of July 15th upon our return. However, I noticed the plan was extended without our consent, charging us for an additional month until August 19th. Despite attempting to rectify this at the Richmond store on July 22nd, I was informed adjustments were not possible due to Vodafone's systems. Additionally, I encountered difficulties accessing our account details to review roaming charges and overseas calls. The total charges amount to $[redacted] for two months, leading us to consider buying a local SIM card overseas in the future for simplicity and cost-efficiency. Kindly email me a corrected account for prompt settlement. Thank you, G.M Waring

Hello, I recently purchased a new Wi-Fi extender based on your suggestion because my old one was randomly disconnecting and reconnecting. Sometimes it wouldn't let me reconnect unless I turned it off and on again. However, the new extender, a newer model, seems to be experiencing the same problems. I suspect the issue may be related to the modem or your end. Before this problem, there was some trouble with the TV connecting in the household, but the Wi-Fi extender was fine. Following your advice, the modem was factory reset, and the TV issue was resolved. However, since then, the Wi-Fi extender has been experiencing the mentioned problems. I would appreciate any assistance you can provide. Thank you.

I have been a Vodafone home phone and cable TV customer since [redacted]. I've had ongoing issues with the T-Box and its replacements. In November, I agreed to a new plan with the Vodafone TV set-top box and broadband home phone, but have faced continuous problems with the TV internet connection since. Despite multiple calls to the Vodafone call center, the issue remains unresolved. This morning, after spending 75 minutes on the phone with a technician, my home phone stopped working, and the call was abruptly cut off without a follow-up. I am frustrated with the situation and considering switching to another provider without facing early termination fees. If there is no prompt resolution, I will proceed with changing my service provider.

I need to make a payment and set up direct debit. I was informed on Saturday that the system was down, but I was supposed to receive a callback within 10-15 minutes. I am still waiting and have tried calling on [redacted] with no success. I do not want to incur late fees because of Vodafone's poor customer service. Kindly contact me at [redacted]99.

I've been attempting to pay my bill for three days. I haven't received a statement, only a reminder letter. I have a history of paying regularly and on time for years, but the account number provided is different. I've tried calling for hours but received no assistance. When I did speak to a person, I had trouble understanding them. Please review your recordings to understand my frustration with this situation. The communication service provided is severely lacking in communication.

I'm feeling overwhelmed: 1. I am struggling to speak with a real person using your support line. The automated system doesn't cater to my specific issue. How can I reach a human for assistance? 2. When logging into my account, everything has changed, treating me like a new user. I am unable to access my information or the daily deals. Why has this happened? 3. My outdated phone cannot support apps or internet links. Simply instructing me to click on them is not feasible. I was previously advised to call for daily deals, which worked until I was prompted to activate a button on my phone that doesn't work. 4. Could a representative please contact me to discuss and resolve my account access issues? I would appreciate a call at [redacted] or 04 [redacted]. The current situation is immensely frustrating for me. Thank you, Rosalind

Dear Vodafone customer service, I am requesting assistance with activating international roaming on my phone number [redacted] as I am currently outside New Zealand and unable to access my Vodafone account to do so. Could you please help me with this matter? Thank you for your attention to this request. Sincerely, Jihua

Our 3-year-old managed to access the phone settings and set up a pin, which now prevents us from unlocking the device. We attempted a factory reset, resulting in a "no command" error. Despite seeking help from a local tech shop, they couldn’t resolve the issue. Is there a way to bypass the pin, or should we visit one of your stores? I have the receipts for the phone as proof of ownership.

My customer number is [redacted]12. I received a bill for daily roaming charges amounting to $83.52. I have traveled to Germany, New York, and currently in Mexico until Saturday, then returning to NYC and will be back in New Zealand on 11th September. Before leaving NZ on 27th April, I visited a Vodafone store seeking guidance on avoiding daily roaming charges while overseas. The staff advised me to turn off Mobile Data and keep my phone on Airplane Mode, which I have diligently followed. I settled my previous Vodafone bill while in Germany without incurring any roaming fees. However, I am perplexed by the sudden appearance of daily roaming charges on my latest bill. Despite maintaining the same settings, as suggested by the Hastings NZ store assistant, I have been charged. I kindly request your assistance in resolving this issue. Thank you. Regards, M. Hannah.

Hello, my name is Paul Newton, and my partner Kelly Ann Wayte and I have an account with your company. We recently moved to a new house in Richmond Nelson without Fibre connection. We opted for wireless wifi, hoping for unlimited usage as we have many devices. However, after setting up the Deco X58 and two x50 boosters, we quickly used up the allocated data on the Sim card and are now without internet, TV, or phone services. We were under the impression that we had unlimited data, but it turns out this is not the case. We have been informed that Fibre is not available on our street, leaving us locked into a contract for wireless services we cannot utilize. We are not pleased with this situation and do not want to pay almost $50 a month until August next year for a service we cannot access. We have already canceled the service, but we are seeking a resolution to this matter as it is unfair to pay for something unusable. Thank you for your attention to this matter. Sincerely, Paul N. 8 Barnes Lane, Richmond Nelson

Since Wednesday, September 20, there have been ongoing issues with One NZ WiFi services. The WiFi works fine around 12 am, but during the afternoons and evenings, the connection becomes very poor, affecting many residents in the East Coast Bays region. Even when using an ethernet connection, the issues persist. It's unclear if there was a technical error or if network congestion, possibly due to the Warriors game, is causing these problems. This is not an isolated incident as numerous people are experiencing the same troubles. Assistance is needed to restore the internet service to its previous high quality. It appears to be a localized issue specific to One NZ and affecting the North Shore of Auckland.