Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 | 4
1278 posts

Uber Geek


  # 1185193 28-Nov-2014 23:01
6 people support this post
Send private message

johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?


The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.

4530 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1185195 28-Nov-2014 23:13
One person supports this post
Send private message

freitasm: Wait there folks.

There are two things in play: long wait times on support calls and problems with DNS.

The long wait times... well, we all know Vodafone seems to be stretched. And I am sure they know it as well. The problem is that this is something going on for quite some time.

Now why are you calling support? Why are you using Google DNS and not Vodafone's own DNS?




He was not using the Google DNS.

As per his post above. He has trouble connecting to the remote server in Aussie. His ping to this server timed out.

He is giving an example that he also has trouble pinging 8.8.8.8 (also based in Australia).






 
 
 
 


19282 posts

Uber Geek
Inactive user


  # 1185198 28-Nov-2014 23:27
Send private message

lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?


The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.


That is out of my control and does Vodafone support the server the OP is having issues with?

ckc

321 posts

Ultimate Geek
Inactive user


  # 1185201 28-Nov-2014 23:55
Send private message

freitasm: Vodafone to Australia can be pretty bad - has been for the last few months. Try accessing www.smh.com.au on Vodafone cable and you will see it taking a few more seconds than expected for a site just on the other side of the pond.


Just tried it. Instantly, and I mean instantly, loaded. Faster than Stuff or the Herald ever did.

I cannot fault VF for quality of connection. I'm just hoping they don't cut me off for using 3TB of data in the first month.

15023 posts

Uber Geek


  # 1185203 29-Nov-2014 00:00
Send private message

WHy don't you email them instead? It maybe faster. Some companies are really quick at replying to emails, and it can be less hassle than trying to explain it all over the phone multiple times to multiple telephone operators, who are likely just following screen prompts anyway.

1374 posts

Uber Geek


  # 1185204 29-Nov-2014 00:22
Send private message

No secret that Vodafone run their SYD Google peering link hot, or perhaps a routing issue they recently added North America peering with Google as well.

193 posts

Master Geek

Subscriber

  # 1185213 29-Nov-2014 07:09
2 people support this post
Send private message

johnr:
lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?


The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.


That is out of my control and does Vodafone support the server the OP is having issues with?


Sorry, I don't get it. The OP was talking about how long it took VF to initially pick up the phone. You don't know at that point what the problem is, therefore whether VF supported the problem or not is neither here nor there.

 
 
 
 


715 posts

Ultimate Geek

Subscriber

  # 1185229 29-Nov-2014 08:07
Send private message

OP was on hold with VF for an hour but I see Johnr answered his post in about 5 mins.

..though with a tech answer when OP's complaint was now about VF's bad phone service...

Ironic that he was originally looking for a tech answer from VF.


19282 posts

Uber Geek
Inactive user


  # 1185230 29-Nov-2014 08:27
Send private message

sbowness:
johnr:
lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?


The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.


That is out of my control and does Vodafone support the server the OP is having issues with?


Sorry, I don't get it. The OP was talking about how long it took VF to initially pick up the phone. You don't know at that point what the problem is, therefore whether VF supported the problem or not is neither here nor there.


Sorry but the OP did mention in the first post about ping time outs to 8.8.8.8

" Started getting ping timeouts to 8.8.8.8. "

All I had was a picture in my head of someone pinging 8.8.8.8 all day long and then seeing some time outs and wanting to log a fault for this issue and that is why I wanted to check what the actual issue is,

Customers call up for all types of issues, Can't setup a printer or they can't log into Trademe or there PC won't power up,

I can't do anything about long hold times (not my area sorry) but I can ask questions and get the customer generally in the right direction

@TimA could mention some classics I bet

1699 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1185235 29-Nov-2014 08:32
Send private message

johnr:
sbowness:
johnr:
lNomNoml:
johnr: Still waiting for a description of what is actually broken / not working. You can't reach some websites / having issues with downloads?


The service is what is broken, a customer should not have to wait 75 minutes on the phone to get support.


That is out of my control and does Vodafone support the server the OP is having issues with?


Sorry, I don't get it. The OP was talking about how long it took VF to initially pick up the phone. You don't know at that point what the problem is, therefore whether VF supported the problem or not is neither here nor there.


Sorry but the OP did mention in the first post about ping time outs to 8.8.8.8

" Started getting ping timeouts to 8.8.8.8. "

All I had was a picture in my head of someone pinging 8.8.8.8 all day long and then seeing some time outs and wanting to log a fault for this issue



I think you forgot to add this to your sentence

"........while waiting on hold for some one at VF to answer"

19282 posts

Uber Geek
Inactive user


  # 1185236 29-Nov-2014 08:33
Send private message

@gregmcc sorry I was editing my post as you quoted mine,

1676 posts

Uber Geek

Subscriber

  # 1185300 29-Nov-2014 10:25
Send private message

johnr: 

Customers call up for all types of issues, Can't setup a printer or they can't log into Trademe or there PC won't power up,

I can't do anything about long hold times (not my area sorry) but I can ask questions and get the customer generally in the right direction

@TimA could mention some classics I bet


Interesting point.  I guess the obvious question is that is it only Vodafone customers that call their ISP's with these types of support requests?  Lets assume other ISP's suffer from the same nuisance calls, because thats more logical than assuming they don't.  The question is why can Vodafone not adequately deal with their call volume.  I suspect the staff:calls ratio is skewed.

19282 posts

Uber Geek
Inactive user


  # 1185301 29-Nov-2014 10:32
Send private message

itxtme:
johnr: 

Customers call up for all types of issues, Can't setup a printer or they can't log into Trademe or there PC won't power up,

I can't do anything about long hold times (not my area sorry) but I can ask questions and get the customer generally in the right direction

@TimA could mention some classics I bet


Interesting point.  I guess the obvious question is that is it only Vodafone customers that call their ISP's with these types of support requests?  Lets assume other ISP's suffer from the same nuisance calls, because thats more logical than assuming they don't.  The question is why can Vodafone not adequately deal with their call volume.  I suspect the staff:calls ratio is skewed.


I understand this impacts all ISPs but it's something well out of my control and pay level / Job description

BDFL - Memuneh
64213 posts

Uber Geek

Administrator
Trusted
Geekzone
Lifetime subscriber

  # 1185368 29-Nov-2014 12:55
Send private message

mattwnz: WHy don't you email them instead? It maybe faster. Some companies are really quick at replying to emails, and it can be less hassle than trying to explain it all over the phone multiple times to multiple telephone operators, who are likely just following screen prompts anyway.


Emails have even lower priority than calls.





1699 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1185374 29-Nov-2014 13:17
Send private message

freitasm:
mattwnz: WHy don't you email them instead? It maybe faster. Some companies are really quick at replying to emails, and it can be less hassle than trying to explain it all over the phone multiple times to multiple telephone operators, who are likely just following screen prompts anyway.


Emails have even lower priority than calls.



You are right, sometimes the piroity is so low are reply never happens,

Vf need a real serious look at the support they provide as it slow at best of times,
But mostly it's just a joke when the wait times are so long

1 | 2 | 3 | 4
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Disney+ streaming service confirmed launch in New Zealand
Posted 20-Aug-2019 09:29


Industry plan could create a billion dollar interactive games sector
Posted 19-Aug-2019 20:41


Personal cyber insurance a New Zealand first
Posted 19-Aug-2019 20:26


University of Waikato launches space for esports
Posted 19-Aug-2019 20:20


D-Link ANZ expands mydlink ecosystem with new mydlink Mini Wi-Fi Smart Plug
Posted 19-Aug-2019 20:14


Kiwi workers still falling victim to old cyber tricks
Posted 12-Aug-2019 20:47


Lightning Lab GovTech launches 2019 programme
Posted 12-Aug-2019 20:41


Epson launches portable laser projector
Posted 12-Aug-2019 20:27


Huawei launches new distributed HarmonyOS
Posted 12-Aug-2019 20:20


Lenovo introduces single-socket servers for edge and data-intensive workloads
Posted 9-Aug-2019 21:26


The Document Foundation announces LibreOffice 6.3
Posted 9-Aug-2019 16:57


Symantec sell enterprise security assets for US$ 10.7 billion to Broadcom
Posted 9-Aug-2019 16:43


Artificial tongue can distinguish whisky and identify counterfeits
Posted 8-Aug-2019 20:20


Toyota and Preferred Networks to develop service robots
Posted 8-Aug-2019 20:11


Vodafone introduces new Vodafone TV device
Posted 7-Aug-2019 17:16



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.