Well having had some time to think about things the 'issue' seems more aparent.
There obviously is a CRM system behind the scenes and I am sure all customer contact is logged. The issue appears to be getting an entry point into the system 'proper' with a ticketed reference. Understandably Vodafone want to sort all the 'turn it off and back on' issues with first line support before bothering the real tech team.
It seems to me that there are clearly things that should be detected as needing escalation much quicker by the scripts that the initial agents use. The process appears inefficient both for customers and vodafone. I suspect that it is based on the mistaken belief that 'its cheaper if things are resolved by the initial helpdesk' whereas in reality its cheaper if you get tickets allocated to the correct people as fast as possible.
IMHO A better system is to generated a support ticket much sooner in the process. This should be enterable/viewable by the customer through the myVodafone portal. Updates by the customer should be able to be added here too (faults do clear up sometimes) and the current status should also be reflected here with comments from vodafone representatives.
Directing stuff through chat and forums is great for some sort of contact but is absolutely no substitute for a proper audited formal fault resolution process.
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