Matthew Lobb, General Manager of Fixed Broadband at Vodafone, reveals how we’re collaborating with Australians to improve the customer experience for those connecting to Vodafone nbn™. With our simple and easy-to-understand plans, 30-day Network Satisfaction Guarantee1, and innovative Vodafone Wi-Fi Hub™2 (featuring Instant Connect3 and 4G Backup4), Vodafone is taking you towards a bright and hassle-free future.
Every household is set to be connected to the nbnTM by 2020, and Vodafone wants to change the game. In the coming months, we are expanding our services from mobile to fixed broadband with Vodafone nbnTM, and we’ve established a unique set of new initiatives that we think will deliver a better broadband experience for all Australians.
Over the past year, we’ve been working with our customers to better understand what their needs are. Customers have told us that they want simple plans, an easy connection experience, with some kind of backup in case things go wrong. They also want a conversation that’s not about techno babble, but instead based on relevant information about their needs and lifestyle.
One of the biggest complaints from customers is that there is too much confusion about the differences between nbnTM plans. Vodafone wants to cut through the confusion and give customers simple advice about our products that is relevant to their broadband needs – and it all starts with asking some simple questions, such as how many people are connected in the household, and what types of services they use.
Luckily, one of the biggest advantages of the nbnTM is that you can choose a plan based on how you use your internet.
However, selecting a plan with the right speed can take time to figure out, so Vodafone is delivering three strategies to give customers the best experience and address their main gripes:
Firstly, customers will be provided with a Vodafone Wi-Fi Hub™ embedded with a 4G capable SIM, which provides backup internet using our best ever 4G network during installation or when a repair on a customer’s individual line needs to take place. Subject to availability. The service is available for up to 30 days with maximum speeds of 12Mbps for downloads and 1Mbps for uploads.
Secondly, we’ll be conducting speed checks within 15 days of activation, so that we can make sure the customer is on the best plan for them.
Finally, we’re taking accountability for the Vodafone nbn™ experience we’ve created with our 30 Day Network Satisfaction Guarantee.
The first 30 days of the broadband activation process is a time which can really test the patience of consumers. We’ve all heard nightmare connection stories – so our 30 Day Network Satisfaction Guarantee aims to provide assurance to customers.
This guarantee means that customers can leave Vodafone nbn™ within the first 30 days after service activation if they are not satisfied. Vodafone will refund any monthly access fees (excluding nbn™ specific charges) paid by the customer as long as the Vodafone Wi-Fi Hub™ is returned to a Vodafone store within 10 days of letting us know.
We all have stories about how frustrating the consumer experience has been for fixed broadband over the years, and that, unfortunately, is what’s continuing today. What we’re announcing is a range of measures that change the game when it comes to customer experience.
Vodafone has adopted a collaborative approach with customers to improve their broadband experience. We recently launched an Expression of Interest form for our upcoming Vodafone nbnTM service and have already received a great response. In light of the fact that we’re a new player to the fixed broadband market, we want to listen to what our customers have to say about broadband to help to shape and deliver a better experience for Australia.
By working together, we’re confident that Vodafone nbnTM will change the game.
nbn™, nbn co and other nbn™ logos and brands are trademarks of nbn co limited and used under licence.
1: Vodafone 30 Day Network Satisfaction Guarantee
If you’re a new customer and you’ve signed up to any new postpaid plan (also applies to postpaid business customers with up to 9 connections) and you don't love our network within the first 30 days of sign-up, or in the case of a Vodafone nbn™ plan within the first 30 days of service activation, you’re welcome to cancel by calling 1300551198 (excludes upgrades and rate plan changes). You will only have to pay for those services you’ve used or for charges incurred, that are not included in your plan, up until your number or nbn™ service is fully transferred and device and equipment in original packaging with proof of purchase returned to a Vodafone (not dealer) store within 10 days of your claim. Where you have an individual plan, you can make one claim per year per person. Where you have multiple shared plans on your account, you can make one claim in relation to each plan, for up to 10 claims per account, per year per person. Accessories not refunded. This guarantee does not affect any other rights or remedies you may have under consumer law. Full terms and conditions at vodafone.com.au/guarantee.
2: Vodafone Wi-Fi Hub™
Vodafone Wi-Fi Hub™ supports up to 32 compatible Wi-Fi enabled devices simultaneously. The Wi-Fi Hub will support nbn™ technology types provided by Vodafone nbn™. All customers signing up to a Vodafone nbn™ plan will be required to purchase a Wi-Fi Hub. You will not be able to use a non-Vodafone SIM card with this device as it is only able to operate with a Vodafone SIM on our network.
3: Vodafone Instant Connect
Vodafone Instant Connect is a complimentary service that provides an interim internet connection using either the Vodafone 3G or 4G network in Vodafone Coverage Areas only. It is only available using the Vodafone Wi-Fi Hub™. Instant Connect is available from when you receive your Wi-Fi Hub until your nbn™ service is fully activated or for a period of 30 consecutive days (whichever occurs first). Speeds are throttled at a theoretical maximum of 12Mbps for downloads and 1Mbps for uploads. Service performance varies depending on network coverage and your location with speeds likely less than the maximum. Our Fair Use Policy at time of purchase applies. You can use Vodafone 4G in our 4G areas. 4G in selected areas in Australia. You get broadband speeds in our 3G areas.
4: Vodafone 4G Backup
Vodafone 4G Backup is a complimentary service that provides an interim internet connection using either the Vodafone 3G or 4G network in Vodafone Coverage Areas only. It is only available using the Vodafone Wi-Fi Hub™. If you are experiencing issues with your nbn™ service you must call Vodafone on 1300 650 410 or 1555 from your Vodafone Mobile. We will determine if you are experiencing a localised fault that requires resolution by an nbn™ technician and activate Backup. You will be able to use the Backup service until the fault is resolved or for a period of 30 consecutive days (whichever occurs first). Speeds are throttled at a theoretical maximum of 12Mbps for downloads and 1Mbps for uploads. Service performance varies depending on network coverage and your location with speeds likely less than the maximum. Our Fair Use Policy at time of purchase applies. You can use Vodafone 4G in our 4G areas. 4G in selected areas in Australia. You get broadband speeds in our 3G areas.
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