Ongoing Saga to "renew" VF account and upgrade Fibre plan from 100/20 to Fibre Max

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Ongoing Saga to "renew" VF account and upgrade Fibre plan from 100/20 to Fibre Max

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9 posts

Wannabe Geek

#2801925 27-Oct-2021 12:15

nbroad:

Goosey:

Side Hijack... as im now wondering this is about to happen to me, im on an old ihug account to circa 1998 maybe...and yesterday I said "ok" to the migration to a new account number.

Hi,

How did you get on with this? I had the same call yesterday. Agreed to move to the new billing system and at the same time agreed to a speed/plan upgrade.

I received an email immediately after the call explaining the changes and also stating my "connection date" was 27/10, as in today.

Had a small outage on my internet at 8am this morning, but no speed change.

I wasn't expecting much but just wondering how your experience has been?

Cheers

Was contacted by VF this morning by phone by a person in "Customer Care" and a follow up email asking to choose between open term or fixed 12 mths plus modem.

I chose the open term option.

Just heard back now while typing that they will "push the upgrade through"

nbroad

320 posts

Ultimate Geek

#2801948 27-Oct-2021 13:07

Bigted1966:

Was contacted by VF this morning by phone by a person in "Customer Care" and a follow up email asking to choose between open term or fixed 12 mths plus modem.

I chose the open term option.

Just heard back now while typing that they will "push the upgrade through"

Cool, thanks.

So not a speedy process then :-)

Bigted1966

9 posts

Wannabe Geek

#2803062 28-Oct-2021 19:38

As of this afternoon this issue has now been resolved, so roughly 3 days after Jason was contacted.

No interruption of internet or having to reboot router. Now getting 940/460 to Kordia on Speedtest.net.

My Ext IP remained the same also. (I do not have a static)

Thanks for comments and advice from all.

richms

28168 posts

Uber Geek

Trusted

Lifetime subscriber

#2803071 28-Oct-2021 20:08

When it is easier to change provider than upgrade with your current one, why stay?

Richard rich.ms

Bigted1966

9 posts

Wannabe Geek

#2803150 28-Oct-2021 21:41

richms:

When it is easier to change provider than upgrade with your current one, why stay?

I have my reasons that I prefer not to discuss. Thanks

quickymart

13925 posts

Uber Geek

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#2803169 28-Oct-2021 22:23

You're very patient putting up with all this for six months - I know I certainly wouldn't.

Bigted1966

9 posts

Wannabe Geek

#2803172 28-Oct-2021 22:30

quickymart:

You're very patient putting up with all this for six months - I know I certainly wouldn't.

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Goosey

2829 posts

Uber Geek

Subscriber

#2803996 30-Oct-2021 07:28

@nbroad

Ongoing episode of "why do I do this to myself"

- so last friday 22nd Oct, said yes to moving to a new plan. Was told Id get a sms to tell me when my service will drop for about an hour. SMS never came.

- worked out on sunday morning I had no landline but did have internet....which is weird, but on the VF supplied UltraHub, the red light was flashing under "Phone". (worked out later this occurred sometime on the Saturday)

- I didnt have time on the Sunday to log the fault as was heading out at the time when I discovered the fault.

- Monday morning, power cycle ONT and Ultra Hub etc, log a ticket with VF via online chat. Chat agent was great, tried to fix but then told me to wait until 3pm before getting back in touch.

- 3pm Monday comes.... do another power cycle etc.... no go. Call back and the chat agent passed the job onto Enable (I get a text to say I'll be activated Tuesday)

- Tuesday morning comes, Enable call me and say they need to visit to check ONT as something doesn't seem right. Scheduled this for Saturday 30th

- Obviously no phone (for oldies to call me or me to call them) so asked for a a free call divert. The first agent couldnt help me, second agent thought I just wanted it activated and told me to pick up the phone and dial the codes etc (but hey my phone doesnt work for me to do this). 3rd agent decides they want to fault find, I get accused of not having anything plugged in (literally they told me I should plug in everything), I get accused of not using a VF 'modem'. Gave them the serial number of the said VF issued ultrahub to be told they didnt have that on the system for me and I should use what they have me.... I told them it is what you gave me, aint my problem nobody recorded the correct serial when they last replaced my router. Then I get accused for not understanding the issue and "should seek help". Seriously, ive explained to you the issue & problem multiple times. Then get told the issue is that im moving from Chorus to Enable (always been on enable fibre so I dont know where that came from...maybe when I moved from ADSL to Fibre a few years back the records in their CRM are dodgy. So angry they still think I didnt have anything plugged in and it was my first rodeo. I was even told they knew what they were doing....had been working there for 2 years. (dont doubt their tech skills....but listening and understanding suck).

Anyway, yesterday (lucky I was home for a minute), an enable contractor comes and says "here to install fibre, but see you already have it". Im like "yeh, i have a phone service fault but internet is working". He was only booked to pipe fibre so my issue wasn't his concern.

Hopefully today whoever from Enable comes, might sort my issue.....

As far as im aware...I was originally told I didn't need to change anything with my current set up i.e. phone still plugs into ultra hub.

Ive been with ihug since the late 90s, so have travelled the painful road with VF since they brought them.... ive moved houses a few times, changed plans, been sold dreams.....but nothing in terms of their customer service or customer service knowledge has ever improved...nobody writes accruate info in the CRM, and nobody takes the time to tell each other what is happening so you have to explain over and over and over.....

- the last 15 years have always been painful and im a patient guy.

I know I should move ISP.... but theres always been something to keep me hanging in there..... maybe after this is sorted.....hahaha

- my little saga continues....today is a new day, lets see if the issue is the ONT not talking to the ultrahub properly for voice.

Linux

11391 posts

Uber Geek

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#2803997 30-Oct-2021 07:35

@Goosey @JasonParis you might want to read the above post

Edit: I would move ISP

quickymart

13925 posts

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#2803999 30-Oct-2021 07:51

Goosey:

I know I should move ISP....

What a joke. John's right - after all that, my advice is don't delay, move as soon as your fault is fixed. Plenty of providers out there who provide actual help rather than endless phone call transfers.

Goosey

2829 posts

Uber Geek

Subscriber

#2804048 30-Oct-2021 08:04

Just to be clear, it wasn’t my idea to change plans...
That’s a different story altogether (and wasn’t handled well / thought I was getting scam text the way things were written and from an unknown number and also their refusal (when speaking to them), to give me the why/what/how in writing “if it was so super urgent”. Ended up with a quick no reply email simply telling me the change was urgent and I should look at choosing a new plan.

I think someone’s just hitting a kpi without much proper planning.
(Ok I’m on an old account number but surely there was a better way to handle this in a more structured way):

gregmcc

2147 posts

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#2804050 30-Oct-2021 08:13

Walk away, all of this will eat you up and just make you more bitter and twisted towards VF.

You could see it through to a resolution but next time something happens you will have the same problem. I played this game with VF 3 times and decided that it was not worth the hassle. Been with a much smaller ISP for 2 years. 1 issue (ONT lost fibre connection) Issue was resolved that same day - the sent the ultrafast tech out who found a dirty connection in the ETP. The added bonus is that they are cheaper than VF.

Goosey

2829 posts

Uber Geek

Subscriber

#2804139 30-Oct-2021 11:10

Update (sorry to keep hijacking the thread but its relevant to the OP).

Enable visited today - they told me everything is fine, but re spliced and replaced the connectors on the incoming to house connection point and then again at the ONT.

Called back VF - did some reboots, hard reset etc, still no go (was speaking to a NZ based person by the sounds of it). Got told it wasnt provisioned correctly as there were some conflicting notes about the move to the new account number.

Apparently the provisioning team dont work weekends (you have to be kidding me, a telco that has weekends off).

- They hope to fix Monday.

I wont be home Monday (people have to work). Hopefully when I get home its working.

Also, yad think someone would offer me credit on the pre pay mobile.... nup.

I just hope Im not being charged for the diverts to the mobile from the landline.....that might be the next battle.

Ahh Monday, lets see what you bring....

My advice to VF, stop trying to market fluff and pomp. Spend the $$ on systems, processes and people knowledge. Then once you achieve utopia on a winning team and process....then you can market pomp and fluff. (Ive been with you long long time.... and all Ive experienced is an attitude to win new customers but cant support existing then end up not supporting those new customers. At some point, there wont be new customers (apart from AOG and corporates who just want the best deal and know you will support them because thats your true bread and butter).

quickymart

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#2804213 30-Oct-2021 12:06

I would start looking into another provider now, just in case Monday turns out to be a waste of time too.

Mehrts

1063 posts

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#2804227 30-Oct-2021 12:51

Yea, move ISP.

What a bloody joke!

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