day 7 of vodafone tv, still has never worked, service not available

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ToesNZ

13 posts

Geek

#177115 22-Jul-2015 22:14

Gidday

Shifted from Vodafone DSL to Vodafone Fibre 100/20 & Vodafone TV last Thursday. The Fibre connection works phone, the phones work fine but Vodafone TV refuses to work. A whole bunch of phone calls to the friendly people on the vodafone help desk but to no avail. I've powered off the ont modem, played with the vodafone HG659 router, re-powerd the tv box using the reset method, nothing works, vodafone seem unable to confirm if multicast is enabled at ultrafast's end.

Just got an email from vodafone / sky saying the sky will be cut off this weekend. None of this is the end of the world but is a little frustrating. Shame there is next to no help on how the modem should be setup to work with vodafone tv, no way to tell if multicast is working at ultrafasts end, no manual with the vodafone tv. The tech who came out says he enabled multicast at there end but who knows

Any ideas would be appreciated, Cheers

PoHq

466 posts

Ultimate Geek

#1350150 23-Jul-2015 05:40

I've come across this once before. It was a faulty modem in the end. Hard to believe I know as the internet works fine. We swapped the modem out and bang the TV box fired up. Bit of a long shot but it's worth a try.

Good luck!

ToesNZ

13 posts

Geek

#1350205 23-Jul-2015 09:24

Hi
I had another one sent out, same result

My thoughts are [in order of priority]

multicast has not been correctly provisioned at ultrafasts end
there are extra settings that need to setup in the modem [port settings etc, multicast is checked]
the vodafone tv box is not setup correctly or is faulty

johnr

19282 posts

Uber Geek
Inactive user

#1350206 23-Jul-2015 09:25

Can you please DM me your Vodafone account details so we can do some checks

Thanks

ToesNZ

13 posts

Geek

#1350963 24-Jul-2015 08:54

Day 9, 9am
Still no Vodafone TV but maybe a light at the end of the tunnel
Spoke to really helpful bloke at Vodafone who did some tests and agrees that multicast has not been provisioned correctly at ultrafast's end
They have put a request through but it could take up to 3 days, evidently no kind of priority can be put around it
I hope the wait is worth it....

ToesNZ

13 posts

Geek

#1351851 26-Jul-2015 10:09

Day 11, still not working
I will most likely ditch Vodafone TV & Vodafone if not resolved early next week

red_xsi

120 posts

Master Geek

#1352069 26-Jul-2015 17:28

I spent between 8 and 10 hours on the phone trying to get my Vodafone TV working - eventually threw my toys and plugged the sky decoder back in.

They even had the cheek to ask me to drop the Voda box into a store

johnr

19282 posts

Uber Geek
Inactive user

#1352079 26-Jul-2015 17:54

The issue is not on Vodafone side a job is with wholesale provider

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

ToesNZ

13 posts

Geek

#1352080 26-Jul-2015 17:57

Hi
Should i ring ultra fast directly tomorrow?

LennonNZ

2459 posts

Uber Geek

ID Verified

Trusted

#1352095 26-Jul-2015 18:51

ToesNZ: Hi
Should i ring ultra fast directly tomorrow?

Nope.. your relationship is with Vodafone. They should do all the work to resolve your problem.

I am pretty sure UFF won't take calls like this from end users and tell them to contact the users RSP. (Retail Service Provider)

ToesNZ

13 posts

Geek

#1352159 26-Jul-2015 20:51

exactly what i thought

Jaxar

383 posts

Ultimate Geek

#1352267 27-Jul-2015 08:43

LennonNZ:
ToesNZ: Hi
Should i ring ultra fast directly tomorrow?

Nope.. your relationship is with Vodafone. They should do all the work to resolve your problem.

I am pretty sure UFF won't take calls like this from end users and tell them to contact the users RSP. (Retail Service Provider)

I think the point trying to be made is that VF is taking the appropriate steps and clarifying if I understand it correctly that while VF TV is not working it isn't actually the VF TV itself that is the root cause of this particular problem. I would say the clarification is worth making as until it would have been a reasonable assumption that the issue would be on the VF TV side. It would have been my guess at the least.

Please note: I have a professional bias towards Vodafone.

johnr

19282 posts

Uber Geek
Inactive user

#1352269 27-Jul-2015 08:47

I am on Jury service today sorry so can't follow it up

ToesNZ

13 posts

Geek

#1352467 27-Jul-2015 12:20

Jaxar:
LennonNZ:
ToesNZ: Hi
Should i ring ultra fast directly tomorrow?

Nope.. your relationship is with Vodafone. They should do all the work to resolve your problem.

I am pretty sure UFF won't take calls like this from end users and tell them to contact the users RSP. (Retail Service Provider)

I think the point trying to be made is that VF is taking the appropriate steps and clarifying if I understand it correctly that while VF TV is not working it isn't actually the VF TV itself that is the root cause of this particular problem. I would say the clarification is worth making as until it would have been a reasonable assumption that the issue would be on the VF TV side. It would have been my guess at the least.

Hi
Thanks for your thoughts
Where we are currently at is Ultrafast say it is not at there end
I've tried to Vodafone supplied modems and my own asus modem so i don't believe this is the issue
Multicast will not work when using vlc over my laptop so i don't believe it's the t box
I still believe that there are issues at Ultrafast's end
I'm kind of enjoying the challenge, but i think an Ultrafast tech needs to dial in or come to my house and check that multicast is functioning at the end user
I guess someone will have written up a test & query program / batch file to test for multicast, etc at the property?
Will see what happens today, i'm back at work this week so have limited time

MichaelC

32 posts

Geek

Trusted

One NZ

#1353145 28-Jul-2015 09:23

Hi there,

We have been emailing UFF basically getting to the bottom of the issue. The issue has been identified, and we are now requesting for a technician to be dispatched.
We will keep you posted in regards to a schedule.

Thanks,

Michael
Vodafone Social Media

Vodafone Social Media

ToesNZ

13 posts

Geek

#1356291 31-Jul-2015 19:36

Issue fixed at day 14, was an issue with UFF at there end, full marks to the UFF tech who came out, to be fair all the people i spoke to on Vodafones help desk tried really hard to sort the issue to

I guess as multicast becomes more main stream there will be better process's in place to nut out faults and a whole lot more knowledge that is only gained on the job

Thanks again to all those that helped