Vodafone VDSL speed is slower than ADSL...

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rocco

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#1066805 16-Jun-2014 17:00

Thanks TimA. He has arranged Chorus to look at my wiring and apparently I'm only approx. 900m from the cabinet. No idea where that person got 5km from.

Coil

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#1066808 16-Jun-2014 17:02

rocco: Thanks TimA. He has arranged Chorus to look at my wiring and apparently I'm only approx. 900m from the cabinet. No idea where that person got 5km from.

Yes 900m is roughly accurate.
The speeds are expected from this distance but there might be something holding it up. Leaving it with Chorus to decide. The line is well out of Chorus spec with 22dB down attenuation.

johnr

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#1066834 16-Jun-2014 17:33

900 meters is right on the edge for VDSL

Coil

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#1066850 16-Jun-2014 17:43

johnr: 900 meters is right on the edge for VDSL

It is. I didn't guarantee they can do anything but we will see...

rocco

15 posts

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#1071042 20-Jun-2014 15:20

Hi,

This is my final summary and overall experience. As you know, a week and a half ago, I had a Chorus tech provided to me by Vodafone to install VDSL. When the tech arrived he did nothing but make a phone call to activate my VDSL and left me feeling very unsatisfied.

Since then I have spoken to multiple Vodafone Customer Service Representatives via Phone and someone from Geekzone and told them about my experience and the fact the tech did not install or modify any jack points in my apartment, even though it was stated in Vodafone's VDSL installation guide that this was supposed to happen along with a sync test before the tech leaves.

Every person I spoke to from Vodafone told me there was nothing they could do and that lodging a fault would be pointless because there wasn't one to begin with, although one fault was lodged, it was cancelled not too long after that due to Vodafone feeling like nothing would come of the tech's visit.

In the end I felt slightly defeated and due to my VDSL speed being slower than my ADSL speed, I decided to ring Vodafone to revert back to ADSL. The man I got told me there's no point reverting back to ADSL because I wouldn't be saving any money and the tech would have to come back to my apartment to change the jack point that was installed/modified.

I then told the person, that's the thing, there was no jack point installed or modified, I don't know how many people I've told this too, if I can't revert to ADSL can you at least please send a Chorus tech back to do the job properly. The man was very concerned that this hadn't been done for me earlier and got his manager involved.

From the last phone call I made to Vodafone, I have had the manager ring me, followed by a man who has persistently rang me over the past two days to make sure a Chorus tech returned and installed a master splitter. The original Chorus tech was the first to ring me and tell me that he was on leave and would ring me sometime next week maybe. Not feeling like that was acceptable the man from Vodafone went above and beyond to make sure SOMEONE came, and they did!

I had a lovely new tech from Chorus come to my apartment and install the master splitter as required and I am now receiving a faster download and upload speed and this could even become faster in the coming days, but just to see an instant change from 14mb/s to 22mb/s made me feel completely relieved. I'd like to thank the final man I spoke to at Vodafone for making this possible and being so persistent with keeping track of the whole process.

I am now a happy customer. Finally!

NonprayingMantis

6434 posts

Uber Geek

#1071043 20-Jun-2014 15:22

rocco: Hi,

This is my final summary and overall experience. As you know, a week and a half ago, I had a Chorus tech provided to me by Vodafone to install VDSL. When the tech arrived he did nothing but make a phone call to activate my VDSL and left me feeling very unsatisfied.

Since then I have spoken to multiple Vodafone Customer Service Representatives via Phone and someone from Geekzone and told them about my experience and the fact the tech did not install or modify any jack points in my apartment, even though it was stated in Vodafone's VDSL installation guide that this was supposed to happen along with a sync test before the tech leaves.

Every person I spoke to from Vodafone told me there was nothing they could do and that lodging a fault would be pointless because there wasn't one to begin with, although one fault was lodged, it was cancelled not too long after that due to Vodafone feeling like nothing would come of the tech's visit.

In the end I felt slightly defeated and due to my VDSL speed being slower than my ADSL speed, I decided to ring Vodafone to revert back to ADSL. The man I got told me there's no point reverting back to ADSL because I wouldn't be saving any money and the tech would have to come back to my apartment to change the jack point that was installed/modified.

I then told the person, that's the thing, there was no jack point installed or modified, I don't know how many people I've told this too, if I can't revert to ADSL can you at least please send a Chorus tech back to do the job properly. The man was very concerned that this hadn't been done for me earlier and got his manager involved.

From the last phone call I made to Vodafone, I have had the manager ring me, followed by a man who has persistently rang me over the past two days to make sure a Chorus tech returned and installed a master splitter. The original Chorus tech was the first to ring me and tell me that he was on leave and would ring me sometime next week maybe. Not feeling like that was acceptable the man from Vodafone went above and beyond to make sure SOMEONE came, and they did!

I got a lovely new tech from Chorus come to my apartment and install the master splitter as required and I am now receiving a faster download and upload speed and this could even become faster in the coming days, but just to see an instant change from 14mb/s to 22mb/s made me feel completely relieved. I'd like to thank the final man I spoke to at Vodafone for making this possible and being so persistent with keeping track of the whole process.

I am now a happy customer. Finally!

good it's all sorted now, but holy crap what a nightmare experience.

hio77

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#1071230 20-Jun-2014 18:40

great to hear yours ended in a success!

its sad when a chorus tech outright trys to pull a fast one like this!

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dejadeadnz

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#1071237 20-Jun-2014 18:46

Good result but VF's customer service yet again lets a customer down. Seriously, how hard is it for the reps involved (who kept claiming there wasn't nothing more that VF could do) to listen and realise that the OP wasn't even given the service that VF promised to arrange for him (i.e. getting a master filter installed if VDSL is switched on)?

hio77

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#1071243 20-Jun-2014 18:52

dejadeadnz: Good result but VF's customer service yet again lets a customer down. Seriously, how hard is it for the reps involved (who kept claiming there wasn't nothing more that VF could do) to listen and realise that the OP wasn't even given the service that VF promised to arrange for him (i.e. getting a master filter installed if VDSL is switched on)?

sounds like a case of he said she said.

the rep would have made a executive decision, or saw the customer was a borderline connection anyway, and left it at that.

with VDSL not being an assured product, and a copper product at that. assuring a sync speed is impossible.

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rocco

15 posts

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#1071248 20-Jun-2014 18:59

hio77:
dejadeadnz: Good result but VF's customer service yet again lets a customer down. Seriously, how hard is it for the reps involved (who kept claiming there wasn't nothing more that VF could do) to listen and realise that the OP wasn't even given the service that VF promised to arrange for him (i.e. getting a master filter installed if VDSL is switched on)?

sounds like a case of he said she said.

the rep would have made a executive decision, or saw the customer was a borderline connection anyway, and left it at that.

with VDSL not being an assured product, and a copper product at that. assuring a sync speed is impossible.

Yes, you are correct. I was told many times over the phone that my records showed he had done a full installation including a master splitter. The last phone call to Vodafone I made, I was quite upset and told the man it's a he said she said thing because the tech claims to have done a full installation when he didn't, it was only then that I had found someone willing to look deeper into my case, with successful results thank goodness.

Athlonite

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#1071723 21-Jun-2014 14:43

Vodafone's CSR's and any ISP CSR's should always remember the CUSTOMER IS ALWAYS RIGHT until proven otherwise it would have been simple to book a tech from chorus (preferably not the same one for impartialities sake) to go check it out

hio77

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#1071778 21-Jun-2014 16:45

Athlonite: Vodafone's CSR's and any ISP CSR's should always remember the CUSTOMER IS ALWAYS RIGHT until proven otherwise it would have been simple to book a tech from chorus (preferably not the same one for impartialities sake) to go check it out

to a point, yes.

i often find with snaps CSRs they will accept your view after a tiny bit of convincing, but they often do warn you if its found not to be the case, your likely to be paying for chorus coming out.

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Athlonite

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#1071985 22-Jun-2014 09:46

hio77:
Athlonite: Vodafone's CSR's and any ISP CSR's should always remember the CUSTOMER IS ALWAYS RIGHT until proven otherwise it would have been simple to book a tech from chorus (preferably not the same one for impartialities sake) to go check it out

to a point, yes.

i often find with snaps CSRs they will accept your view after a tiny bit of convincing, but they often do warn you if its found not to be the case, your likely to be paying for chorus coming out.

And that's as it should be , But time after time you see people in here who continually complain that CSR's just do not listen and if it doesn't fit into their tiny little list of things to try and fix it it gets passed off as Ohwell that's as good as it's going get

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