Dodgy VFC in island bay

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stocksp

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#243296 5-Dec-2018 06:45

Is anyone else have issues with internet ( I’m on fibre x with Vodafone is island bay)?

. It was down for a couple of hours on Monday night for the whole suburb, and was noted on VF website as a fault. Its since been fixed, but I’m still getting high jitter, and wildly variable down and up speeds and intermittent cut outs.

I’ve not tried calling VF yet - I don’t. Have a spare 2 hours!

stocksp

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#2139596 5-Dec-2018 09:29

Never mind - a cold boot did it ( I.e., have you tried turning it off then on again).

Wonder whether this had something to do with the the outage. The edgerouter had only been up for a week or so

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mdf

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#2139666 5-Dec-2018 10:34

I seem to have had a few micro-outages / random dropping and reconnecting on the cable modem since Sunday. Also in Island Bay on FibreX.

mdf

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#2143341 11-Dec-2018 13:44

I had further micro outages and generally poor performance last week. Nadir of which was 4 Mbps (FibreX Max gigabit plan in Island Bay, Wellington) and averaging around 100, though felt much worse than that and I was generally copping it in ear from my ever-grateful children.

Logged a call using internet chat on Wednesday afternoon. Was advised that the issue required further escalation to "higher authority". Rep swore blind that someone would be back to me within 48 hours. This isn't my first time dancing the Vodafone CSR tango, so made him confirm that meant I would hear back by Friday afternoon, and asked for the case or ticket number.

When he wouldn't/couldn't give me a number, my hopes of actually hearing back were not high.

And unfortunately my expectations were entirely fulfilled when Friday afternoon sailed by not having heard a word from anyone Vodafone related.

I fully appreciate that I am on a residential plan, no SLAs or anything are promised and that there will be outages. I accept that the person I happen to speak to may not be able to immediately fix my particular issue and that escalation and further investigation will be required. I get that Vodafone is a pretty big and complex beast and that makes everything harder.

But I really have an issue with the (IME) continuous over promising and under delivering. I would much rather hear a message of "we're really busy right now, we'll fix it ASAP, but can't promise anything" or even "yeah, sorry, our systems are sh!te and I've no #*%ing idea when you'll hear back, you're better off following up yourself in a week" than "I absolutely cast iron guarantee super serial cross my heart that you'll hear back in 48 hours" when everyone involved in the conversation knows that statement is somewhere between wishful thinking and complete BS on the deception continuum.

Things seem better right now (96 hours later, excluding the weekend) so it may well have been fixed, but I still haven't heard a word from anyone.

Good luck to @jasonparis in turning your ship around. UFB is expected in Island Bay between July and December 2019. Remembering previous over promisey/under delivery (it's not just Vodafone), I figure Vodafone you've got about 2 years to win me back to Team Red before I have other options.

JasonParis

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#2143356 11-Dec-2018 14:11

mdf:

I had further micro outages and generally poor performance last week. Nadir of which was 4 Mbps (FibreX Max gigabit plan in Island Bay, Wellington) and averaging around 100, though felt much worse than that and I was generally copping it in ear from my ever-grateful children.

Logged a call using internet chat on Wednesday afternoon. Was advised that the issue required further escalation to "higher authority". Rep swore blind that someone would be back to me within 48 hours. This isn't my first time dancing the Vodafone CSR tango, so made him confirm that meant I would hear back by Friday afternoon, and asked for the case or ticket number.

When he wouldn't/couldn't give me a number, my hopes of actually hearing back were not high.

And unfortunately my expectations were entirely fulfilled when Friday afternoon sailed by not having heard a word from anyone Vodafone related.

I fully appreciate that I am on a residential plan, no SLAs or anything are promised and that there will be outages. I accept that the person I happen to speak to may not be able to immediately fix my particular issue and that escalation and further investigation will be required. I get that Vodafone is a pretty big and complex beast and that makes everything harder.

But I really have an issue with the (IME) continuous over promising and under delivering. I would much rather hear a message of "we're really busy right now, we'll fix it ASAP, but can't promise anything" or even "yeah, sorry, our systems are sh!te and I've no #*%ing idea when you'll hear back, you're better off following up yourself in a week" than "I absolutely cast iron guarantee super serial cross my heart that you'll hear back in 48 hours" when everyone involved in the conversation knows that statement is somewhere between wishful thinking and complete BS on the deception continuum.

Things seem better right now (96 hours later, excluding the weekend) so it may well have been fixed, but I still haven't heard a word from anyone.

Good luck to @jasonparis in turning your ship around. UFB is expected in Island Bay between July and December 2019. Remembering previous over promisey/under delivery (it's not just Vodafone), I figure Vodafone you've got about 2 years to win me back to Team Red before I have other options.

Cheers for the heads up on this. What a nightmare for you, and I'm sorry that we met your low expectations of us - it's certainly not what we are targeting. I wasn't aware that we had some issues here so will look into it for you now - but if you can drop me a quick email (Jason.paris@vodafone.com) with your details I can have a specific look at your account and get it sorted for you. Apologies again.

Jason Paris

mdf

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#2143366 11-Dec-2018 14:20

JasonParis:

Cheers for the heads up on this. What a nightmare for you, and I'm sorry that we met your low expectations of us - it's certainly not what we are targeting. I wasn't aware that we had some issues here so will look into it for you now - but if you can drop me a quick email (Jason.paris@vodafone.com) with your details I can have a specific look at your account and get it sorted for you. Apologies again.

JP

Really appreciate the response, Jason, but this is very much low stakes poker compared to other issues and I don't need to take up your time with this or drop individuals (who I'm sure are just trying to do their best/follow the corporate script) in the proverbial. Things seem to be going now, and I'll follow up if that changes. Really just a plea for more corporate openness and transparency if and when you can manage it. Wishing you good luck in that. Merry Xmas.

JasonParis

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#2143371 11-Dec-2018 14:25

mdf:

JasonParis:

Cheers for the heads up on this. What a nightmare for you, and I'm sorry that we met your low expectations of us - it's certainly not what we are targeting. I wasn't aware that we had some issues here so will look into it for you now - but if you can drop me a quick email (Jason.paris@vodafone.com) with your details I can have a specific look at your account and get it sorted for you. Apologies again.

JP

Really appreciate the response, Jason, but this is very much low stakes poker compared to other issues and I don't need to take up your time with this or drop individuals (who I'm sure are just trying to do their best/follow the corporate script) in the proverbial. Things seem to be going now, and I'll follow up if that changes. Really just a plea for more corporate openness and transparency if and when you can manage it. Wishing you good luck in that. Merry Xmas.

You are bang on - corporate openness and transparency is our absolute focus, but it will take some time unfortunately. Don't hesitate to get in touch if I can help at any stage. Appreciate your best wishes. Have a brilliant and safe Christmas.

Jason

Jason Paris