We’re always looking for ways to transform the way we work to make things easier for you, our customer.
So we’re changing the way we fulfil orders. These changes will simplify and reduce the time it takes for you to place an order, and for us to provide our services and issue invoices.
We’re starting with our IP-VPN QoS products and services. You won’t experience any service interruptions, just changes in how IP-VPN QoS services are displayed on your invoices. You’ll start to notice these changes in the near future.
For a short time, the charges for your IP-VPN QoS products and services may be shown in two different formats. We apologise for any inconvenience this may cause, but we’re sure you’ll agree it’ll be worth it.
We’re in the process of transforming the way we fulfil orders. It’ll simplify and reduce the time it takes to deliver an order, provide our services and issue invoices.
As a result, we’ll be changing the way we display the charges for your IP-VPN QoS products and services on your invoice.
Will all the products on my invoice look different?
Not at the moment. Just the IP-VPN QoS services. If any other products are affected in the future, we’ll let you know.
What changes will I see?
Instead of all IP-VPN QoS charges being grouped together, they’ll be split into four categories: Network Services*, Access, Equipment and Site Services. All other products and services will be shown in the existing format.
*Network Services are not site-specific charges. They will only be shown in the Account Service Details section of the invoice.
How will I benefit from these changes?
The IP-VPN QoS charges on your invoice will be shown in more detail, and be easier to read.
You’ll also see improved status updates from us as your order is being processed, and an improvement in the time it takes to fulfil your order.
Will this change have an impact on how I place IP-VPN orders?
No. Your IP-VPN QoS orders will be placed in the usual way.
Will my IP-VPN charges be changing?
No. There’ll be no change to what you pay – the billing items and amounts will stay the same. We’re only improving the way we display the charges.
Will there be any delays in receiving invoices and reporting?
No, you shouldn’t see any changes to your current billing schedule.
How will I know when my invoice is being changed?
We’ll notify you about the changes through various channels:
There’ll be written notice on your invoices prior to the changes happening
If you receive paper invoices, you’ll receive a leaflet in with your paperwork
If you’re a OnePortal user, you’ll see notices on the Dashboard and Notification screens.
I’ve ordered a new IP-VPN QoS service and been told I’ll be getting a new look invoice. Where can I find a copy of it?
There’s an example of the new look invoice on this page.
Will the changes to the new system cause any disruption to my service?
No. All your Vodafone services will operate as normal. The only change you’ll see will be some cosmetic changes to your invoice.
I don’t understand my new invoice. Who do I contact?
Your Customer Billing Service Centre (CBSC) details appear on your invoice, they’ll be happy to help you with your questions. You can also speak to your dedicated Billing Contact, or to your Account Manager for more general queries about these changes.
Where will I see messages about my IP-VPN invoice in OnePortal?
When you log in to OnePortal, click on the *WE’RE CHANGING HOW WE SHOW YOUR IP-VPN SERVICE CHARGES ON YOUR INVOICE* notification on your OnePortal Dashboard. You’ll be sent to the Notifications screen where you’ll find more information about the changes.
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