How to get 3G support

[vodacom3g]

Some forumites (being true technologists!) try for very long periods to get a problem with their datacard/dashboard/network-signal sorted out before posting (sometimes very irate) on the forum. We often see posting starting "For two weeks now..."

It's important to use the Vodacom support structure to resolve any problems, as soon as possible.

The correct procedure is:

1) Call (082) 155, not the normal 111.
2) If they can't help you, they'll escalate to the 'Data Help Desk'. These are very clued-up guys. Some of you have met them already. They have a direct line into the 3G card and software vendors, for example.
3) If they can't sort you out, they'll get you into contact with a 3rd line Engineer, either at a Vodacom office or your place.

You can also mail [email protected] to log a call.

You can post here, or PM me at any time, of course, but 155 is only a call away, 24x7.

The forum is well known and highly regarded for the quality of the information being presented (being true technologists!). This info is always fed straight into the relevant structures in Vodacom. So please keep the postings coming.

But if you have a problem, rather ask sooner than later.

 

[OutOfTheBox]

The 155 number is the same merry go round as the 111 number.

People form relationships with other people, not the company itself, voice messaging systems just stop your customers from forming a relationship with someone within your company.

What happened to systems where John would deal with all clients A > D, mary all clients E > H ......and systems where you had SOMEONE you could phone as opposed to a NUMBER to phone.

Service is about adding value to your product, the more service you render the more your product is worth.

Saying that I dont see anyone more helpful than Vodacom3G in helping others in the forum, if only the powers that be in Vodacom would follow his example.

 

[Tallies]

SMS messages

This is not quite related, but I would like it if Vodacom3G could possible follow up on a strange tendency that has recently surfaced:

Customer support sends messages to me (sender = 12000), that the Dash does not understand - "Unknown SMS message type".
I had to put my SIM into a phone to see that the message says that the throughput problem was resolved.

Please have them check that messages sent to data customers are compatible with our software.

 

[vodacom3g]

This is not quite related, but I would like it if Vodacom3G could possible follow up on a strange tendency that has recently surfaced:

Customer support sends messages to me (sender = 12000), that the Dash does not understand - "Unknown SMS message type".
I had to put my SIM into a phone to see that the message says that the throughput problem was resolved.

Please have them check that messages sent to data customers are compatible with our software.

Won't you check if the message was longer than 160 characters? Just a suspicion....

 

[Tallies]

Split SMS

Won't you check if the message was longer than 160 characters? Just a suspicion....

Will have to move the SIM to a phone again. The message got split in 2 so definitely longer!

 

[vodacom3g]

Will have to move the SIM to a phone again. The message got split in 2 so definitely longer!

There used to be a bug in the dash in that it could not handle SMS's longer than 160 characters. Sounds like it's still the case.....

Will check up and also alert the call desk not to send messages longer than one SMS.

 

[fingers121]

This is not quite related, but I would like it if Vodacom3G could possible follow up on a strange tendency that has recently surfaced:

Customer support sends messages to me (sender = 12000), that the Dash does not understand - "Unknown SMS message type".
I had to put my SIM into a phone to see that the message says that the throughput problem was resolved.

Please have them check that messages sent to data customers are compatible with our software.

Defianetly a message that's longer than 160 characters, and the dash cannot accept it, the only way to read the message is to put it into your phone and open it from there...

We've discussed this before a couple of months back, and what you need to when you log the fault or problem, is ask the support desk to log the fault against your voice number with refference to your data number as most of the queries are responed to via SMS these days - works for me...

 

[Swoosh]

Why can't they change the Dash to accomodate more than 160 characters?

 

[vodacom3g]

Why can't they change the Dash to accomodate more than 160 characters?

It's been put through as a bug.

I've just received v7 to test. Will check and revert.

 

[pauliog]

new guy

hi, not sure how to navigate this forum yet, so i'l post this here.

im new to vodacom3g, when i signed up for a MyMeg500 package the sales assistant said i would be able to connect to various wifi hotspots. As i am a student this was a selling point for me, when i aproached our ICS department, they informed me i didnt have the software to connect to a WLAN. I have the vodafone connect lite.

i hope someone can give me advice
thanx

 

[SoTrue]

Maybe its me, but somehow I always find it difficult to choose the appropriate menu selection on 155. For example, there is no selection to report a network problem? Like the one there is in Hatfield, Pretoria.

 

[diabolus]

hi, not sure how to navigate this forum yet, so i'l post this here.

im new to vodacom3g, when i signed up for a MyMeg500 package the sales assistant said i would be able to connect to various wifi hotspots. As i am a student this was a selling point for me, when i aproached our ICS department, they informed me i didnt have the software to connect to a WLAN. I have the vodafone connect lite.

i hope someone can give me advice
thanx

WiFi and Vodacom 3G is two completely different technologies. I don't see why you'd want to connect to a Wifi Hotspot if you got a 3G package. To connect to 3G you need the 3G-software [Vodafone Connect] , a 3G modem and your SIMcard. WiFi is not required.

Now if your university have WiFi hotspots on campus and THEY provide internet via the wireless LAN, something entirely different. That has nothing to do with Vodacom 3G. Then you need to setup your WiFi on your PC/Laptop [usually it's just drivers] and then connect to the correct wifi spot with a username/password [provided by the university/network]. In this case your MyMeg500 package is not used....

 

[pauliog]

Thanx, i was a bit confused but the problem is soughted....

much appreciated

 

[TowerGuru]

Again im with the first post. 155 is a merry go round just like 111. And when you find someone to talk to they insist on making you do the steps you have already done treating you like someone whose never seen a computer before. There should be an option where we can go advanced user and not have to deal with the basic crap all the time.

 

[Colin62]

You can refuse - I just tell them I'm not going to re-boot, re-install and waste my time, and insist that they log an incident. They usually do, but by the time a tech-savvy person calls you back the problem has long since resolved itself.

 

[wishblade]

Again im with the first post. 155 is a merry go round just like 111. And when you find someone to talk to they insist on making you do the steps you have already done treating you like someone whose never seen a computer before. There should be an option where we can go advanced user and not have to deal with the basic crap all the time.

And then every so-and-so who like to think they actually know something just because they actually inserted their simcard into their device all by themselves, will use the "Advanced" option...

 

[vodacom3g]

And then every so-and-so who like to think they actually know something just because they actually inserted their simcard into their device all by themselves, will use the "Advanced" option...

Spot on unfortunately. Been trying to figure this one out for a long time; how to give some people direct access. Have seriously considered an actual written exam