Frequently Asked Questions ~ V/Line Inform
Users of the V/Line Inform service suggested we publish FAQ.
The FAQs
below offer information about when you should (and importantly – when you shouldn’t)
expect to receive a disruption message from V/Line.
FAQ
List
> Creating / amending an account: How do I…?
> Will I get a message if…?
> Are there different types of message?
> Can I temporarily stop messages?
> Can I respond to a message?
> How do I submit feedback?
Q. Creating / amending an account: How do I…
A. Click
one of the links below to be taken to our online help page:
>
Create an account
>
Log in to my account
>
Obtain forgotten log in details
>
Update / amend my account
▲ back to FAQ list
Q. Will I get a message if…
A. Whether you get a message
about a particular incident depends largely on when it was sent…
Message matrix
One of the top questions we receive is ‘Should I have
received a message about…’
Although sometimes there is a user account or system error,
for the most part there is a misunderstanding about when messages will and
won’t be received.
The matrix below explains who can expect a message in the
scenario listed:
Scheduled train departure times:
17:03 Southern
Cross
17:07 North Melbourne
17:20
Sunshine
17:59
Ballan
18:18
arrive Ballarat
Scenario – there’s a 15 minute departure delay.
Whether you receive a message ( ü ) depends on:
·
what
time it is sent and
·
where
you board the train
|
Boarding
station
|
Message
sent at…
|
|
16:35
|
17:02
|
17:04
|
17:08
|
17:40
|
18:00
|
18:30
|
|
Southern
Cross
|
ü
|
ü
|
|
|
|
|
|
|
North
Melbourne
|
ü
|
ü
|
ü
|
|
|
|
|
|
Sunshine
|
ü
|
ü
|
ü
|
ü
|
|
|
|
|
Ballan
|
ü
|
ü
|
ü
|
ü
|
ü
|
|
|
|
Ballarat*
|
n/a
|
n/a
|
n/a
|
n/a
|
n/a
|
n/a
|
n/a
|
* no messages are sent to Ballarat as no-one
can board the train there.
On train messages
You will not receive any personalised messages once you’re
on board your train, as announcements should be made by your conductor.
As such, if there’s a delay en route, you will not be notified through
V/Line Inform (unless it’s a broadcast message to all
passengers on your line).
▲ back to FAQ list
Q. Are there different
types of message?
A. Yes…
Personalised messages
Personalised messages
are sent if something disrupts to your train. These will begin with your
name and will contain your boarding and alighting stations e.g.
"Jane, there's a 21 min delay to the 16:03 Clarkefield - Bendigo train."
Broadcast
messages
You
may also receive a 'broadcast message' which is sent to all registered users
who travel on that line e.g.
"Bendigo Line customers are advised that a signal failure in the
metropolitan area is causing delays of up to 30 mins. Peak sevices in both
directions will be affected."
Because broadcast
messages are sent to all customers registered on a particular line, it’s
possible that you’ll get a message about a train you don’t travel on.
We’re
working on improvements now, which will allow us to target this type of message
more specifically. These will be delivered later in 2009 and we apologise if this inconveniences you in any way.
▲ back to FAQ list
Q. Can I temporarily stop messages?
A. Yes. This is useful if you’re
going on holiday and won’t be using V/Line for a while.
Simply
log in to your account at vline.com.au/login.
Once you’re logged in, click the ‘How we contact you’ button then ‘untick’ both
SMS and options:
One
you’re ready to receive messages again, log back in and reselect SMS and/or Email.
▲ back to FAQ list
Q. Can I respond to a message?
A.
No…
Please use the feedback link
Any
responses you send by SMS or email will NOT be received.
If you have any urgent enquiries, please call us on 136 196.
If you have any feedback, please use the feedback link at vline.com.au/inform or visit vline.com.au/feedback
All feedback
is read and acted upon. If you request a response, one will be sent to you as soon as possible (normally within 1 business day).
▲ back to FAQ list
Q. How do I submit feedback?
A.
See the FAQ above if you have any feedback about the V/Line Inform service.
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Submitting an FAQ
If you have
a question you think should be listed here, let us know.