One New Zealand Group Limited

Global roaming in France suddenly stopped no internet connection, no reason and no help available so far, overseas call centre not working, Hanna not working.... hopefuly email will he answered..... well 3 days on and apart from some questions from One no help as yet.. Well fixed it myself but overall a useless service, hard to renew and poor coverage in France, my partner is with Spark and has great coverage, can stack her renewals and no other issues, as soon as I get back to NZ I will be changing to Spark. Now trying to buy another week of global roaming.... not good

I picked up a SIM for my 80 year old mum so that she can text back to her friends in Australia while we are in New Zealand. We had so many problems trying to get it to work, and after an incredibly painful 45 minute chat with the help desk we are told that Vodafone does not allow international texts on prepaid. (VF will have a record of this chat)Update 2 days later: I sent an email to Vodafone to double check, and got a response saying that yes I can sign her up to the MyFlex prepay and this will indeed allow texting to Australia. No instructions were provided other than a link to the Vodafone website. When I try to do this online, the only options seem to be (1) buy a Vodafone SIM (when I already have one), or (2) port the number from another carrier. Vodafone continues to be confusing, misleading, and chaotic.Update 3 another day later: This can be done more easily on the phone, no problem, and I've also received a couple more emails from Vodafone to assist even though it has been solved now, so I've upgraded from one star to two.Questions for Vodafone: Why are your people giving the wrong information (ref: original chat above saying it couldn't be done on prepaid).Why doesn't your website suggest to make changes like this directly on the phone, and why can't it be done on the website ?

well, where do i begin...tomorrow it will be 9 weeks since i moved from Taupo to North Waikato. prior to making up my mind to move i checked with vodafone and they ensured me I would get VDSL.after many many hours on the phone to them (a total of 8 hours in the first week) and being told something different by various people, told that my lack of internet connection was due to the fact i needed a new cable, which i bought, a new modem which had to be a VF modem, which i could pick up from a VF store (tried 3 stores before i was told they do not sell those modems and can only get one sent out). told i had to buy one of them or if i sign up for a year i would get a free one. next i was told they wouldnt sell me one. next they would sell me one. that modem also didnt work. finally, after about 6 weeks, i got a tech out (which i had been asking for all along) who told me that there is no way on earth i can get VDSL, only ADSL. because the nearest VDSL cabinet was about 4km away. The tech also said that the modem VF had sold me was not going to work. so the following week they hooked me up to ADSL. still no good, because the VF people themselves said that that modem WOULD work. finally after another series of communications i had another technician who plugged in my old (non VF) modem and that did the trick as well as a small fault on the line itself. however, that was 10 hrs prior to the cyclone hitting nz and that night it went off again. I am still waiting. i am trying to run a business from home and we are also not in cell phone reach. so now, for 9 weeks total, i have had no tv, virtually no internet and no cell phone reach. the latter could be fixed with good wifi by way of wifi calling. so all and all, i need internet. im getting very frustrated and stressed, my business is suffering, my flatmate is moving out as she cant handle the disconnection from the world anymore and my mental health is dropping by the day. if i could give a negative number of stars, i would give this a minus 100.meanwhile.... i am still waiting.... 9 weeks on!!!!!on the positive side, there is one employee who is trying everything he can to help and has been good in communication, but i suspect his hands are also tied within the rules he has to follow.As for the comment/reply from VF below, wow... this is the same phone number i have been ringing for the past 9 weeks. Your suggestion is not helpful. perhaps a more senior person can actually take responsibility for this and call me personally??

Disgusting unprofessional attitude and behavior, thieves, they're the worst company to deal with, they just cut my number off because I asked to cancel my plan because I'm going overseas, truly Disgusting behavior, skinny have better plans and professional staff that actually understand English and act like professionals.

Incredibly incompetent. Have been trying to set up a VDSL connection for weeks. They don't have a clue what is going on, try to blame the previous owners of our house (who we have asked and have told us One NZ has been a disaster to deal with). One NZ simply doesn't get back to me as promised, and in one case apparently called the wrong number with an update. It cannot be this hard in 2023.

I was trying to apply for a refund on my late husbands Vodafone account was told because it was a prepay no refunds are issued. They would nor even allow me to donate to a charity.This is very wrong how many thousands of $ do they get each year by not refunding people.

Just do not go with them. All their customer support is off shore; they will go round and round in circles. I had a data leak where they gave my personal details to another customer (while saying I was dead) and then CC'd me in on the email - So information was given out without verifying 'via keystroke' error according to Vodafone, but looked like attempted fraud to me. They definitely have given out information without verifying.They also sold me a service that didn't work at my location (4G internet), then sold me on Fibre, which took 6 months to install - after which they still charged me a $250 cancellation for the 4G after saying there would be none...and a full month of that service on top of Fibre after it was installed. Trying to talk to anyone is pointless, emails are unresponsive, calls take hours, and no one can help you, and the phone / web support is all offshore and say they are unable to help you. Keep telling me they can't update this months bill - but next month will reflect. Two months now and doesn't..

I went to vodaphone to talk to the Manager regarding a mobile my elderly mum bought for me, I was there as soon as the shop opened to be told that he was in a meeting. There are too many things to mention here that the agent did that was not right when my Mum purchased this phone, very misleading information was given and I am Tyding my Mums affair as she is very sick and nothing was solved despite a second email explaining to the manager at St Luke’s, no response as yet. I think that when dealing with elderly people, vodaphone needs to explain information properly and not say refer to the contract as not all elderly people have that comprehension and do not just mislead and take money from them.

The worst service I have experienced as a Telco or customer service. Recently, my line wasn’t working properly. I used the chat to get help from humans. The first staff directed me to ring 707 to sort it out myself. What I encountered was a list of options that was irrelevant. I then tried again with the chat. The next staff ask me at least 5 very detailed questions which I provided all of them. The last straw for me was “How long have you been connected to our service?” It was so long ago that I couldn’t remember. How many of us do remember when you first use a mobile service. I give up. I will change service provider once this month is over.