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pctek

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#233289 9-Apr-2018 09:02
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So, I see there isn't a listing for these guys.

 

Why? Too small a customer base? Not enough questions to add them in? Or no-one uses them?

I can change net and ph soon. I had a contract due to swapping to fibre.

 

Now I used to do this, back when there was a lot of choice.

 

Now, there's the big 3 and not much else, seeing as most of the smaller ones got bought.

 

And I am with, what I consider to be, the least awful of them.

 

So I had thought Voyager for 2 reasons.

 

1) Used to work at Orcon when it was owned by Seeby. And the service was good.

 

2)Bundled ph bits, works out cheaper.

 

However it is that order, price isn't the main factor. No point in cheap if you go round in circles with crap service if something goes wrong.

 

So I thougt I'd test the response ahead of time.

 

I mentioned i was thinking of moving and was there anything I needed to know?
Yes a dumb question.

 

 

 

I could get 1 of 3 response.

 

1)Nothing

 

2)It's on the website, go look

 

3)Tell me the stuff that's on the website anyway.

 

 

 

That tells me how quick they respond to email tickets and how nice they are. Or not.

 

So I got 1)Nothing

 

I rnag and the ticket has been lost. Oh dear.

 

I mention why I asked and got the oh we'll take that onboard. Er. yeahs.

 

I ask a couple of questions. For instance, why that particular modem? I get the company uses it.

 

Why?
Now I could have got  better price, thats what our supplier uses, least number of issues, any kind of answer, don't really care what. It's more what they're going to say.

 

I got I don't know, I can't be arsed finding out and goodbye have a nice day cause you're asking awkward questions now.

 

Flicked off in initial query. Flicked off by phone.

 

 

 

have to say, it's put me off rather, no.

 

Thoughts?  Customer service is important to me, and yes, I know what its like at the other end, but annoying customers and boring questions happen.

 

 

 

 

 

 


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xpd

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  #1991857 9-Apr-2018 09:34
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Your post is actually a bit hard to understand exactly what youre asking for......... but Im guessing your'e after experiences with Voyager ?

 

So heres mine...

 

I'm with them and have been for probably 2 years now. Switched to them from Vodafone as Voyager could offer me what I wanted for $60 less than Vodafone. move was painless and Voyager kept me in the loop at each stage. 

 

I know of the Voyager brand from back in the "old" days, and also know of Seebys past, so figured I'd give them a go.  Have had no real issues with them except the supplied router spat the dummy recently.

 

Phone calls have always been picked up promptly and queries answered on first call, no "oh we'll have to look into that and get back to you". Staff seem to be knowledgeable and happy to assist. One of their network team pops into the Geekzone slack channel occasionally, which is great if I have a quick network related query. 

 

Have had no weird routing issues or downtime caused by their end. VoIP service has been fine, except once I got charged for a call to SE Asia - took me a few mins to work that one out - was their platform mis-interpreting a phone number that had the first few digits the same as a intl dial code :D Was credited straight away and the issue sorted at their end.

 

I've had a few family and friends sign up with Voyager in the past 6 months, no complaints from either of them about Voyagers service and billing etc.

 

Overall, I'm happy with them and not planning on switching again any time soon.

 

 





XPD^ / DemiseNZ

 

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kobiak
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  #1991883 9-Apr-2018 10:28
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I'm with them since February this year. Sign-up because I know someone working there and decided to try.

 

Their support is just plain awesome. I had issue connecting to VDSL with 3rd party router, overall we spend ~2hrs on the phone with support to try different settings and in the end it was escalated to chorus who fixed issue within couple days.

 

Fiber order was done flawlessly 2 weeks after I got my VDSL.





helping others at evgenyk.nz


 
 
 
 


CamH
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  #1991892 9-Apr-2018 10:38
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We're an ISP ourselves, but any connections that we can't take on gets referred to Voyager.

 

Out of the 20+  people we've referred, we've had to deal with one issue the whole time and it was a Chorus fault.

 

Fast connections, good support team - couldn't really fault them on anything.






michaelmurfy
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  #1991909 9-Apr-2018 11:07
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I moved my parents over to them around 2 years ago from WxC (after WxC got bought out by Vodafone and their quality went downhill). I've found them excellent at dealing with any issues and my parents have not had a single complaint (and have recommended Voyager to others).

 

They're quick to help on the phone. I've also found them pretty good via email too and there is a local presence on Geekzone too (Hi @VygrNetworkMonkey).

 

I recommend them to many people who just want a good ISP.





networkn
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  #1991915 9-Apr-2018 11:30
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We have around 20 customers with them and I use them for home and business. They aren't perfect, but they are as good as anything I've seen in NZ. I'd recommend them without hesitation.

 

 


VygrNetworkMonkey
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  #1991916 9-Apr-2018 11:33
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Heya @pctek

 

I'm sorry you had a poor experience - thats not like us.
We pride ourselves on service, reliability and speed - so anytime we miss the mark on these, we will look to resolve the best way we can.

 

If you fire through (via DM) your Name and email address - I'll look into the ticket system to see where your ticket went.
It's unlikely it got 'lost' as such ... but being based on email, there's a fair amount that can happen prior to us receiving it.

 

If you wish to transfer to Voyager, it's a fairly painless process.
You can either use our website here: https://voyager.nz/home or you can give us a call and we'll fill it out for you with your info.
You can bring your existing CPE, or we can provide you with one - either via rental or outright purchase.

 

In regards to the routers we use, we currently use the Huawei HG659.
To be fair to the Help Desk team, they're likely not aware as to why the company made the decision to use them - thats said, they could have asked someone, and I will raise this with them.
I can say that they were chosen for their speed, security (you'll be amazed how many CPEs failed basic tests), and yes of course, price point. (less cost to us, means less cost to you!)

 

 

 

Let me know if you have any more Q's :)

 

 





Voyager Internet - Network Monkey

pctek

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  #1992186 9-Apr-2018 17:39
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Thanks people. Esp XPD.   Pretty much what I was after....experiences.

 

It had put me off somewhat initially. But that restores my faith.

 

 

 

 

 

 

 

 

 

 

 

 

 

VygerNetworkMonkey:  terrible name BTW. Monkey implies crap company....Thanks also.

 

 

 

Not overly bothered about the modem, a certain other company uses them too.

 

And what I would have said, had I been asked was something like:  it's A)Price and B)If you rent, you have no worries about replacements.

 

Owning your own, either buying outright or the other model, contract and then it's yours, you have to deal with it if it dies, which after warranty may be a PITA.

 

 

 

So that was a minor issue, as I said it was more to see HOW and IF I got a response. Customer Service matters to me.

 

Otherwise I'd just pick one of those won't be named lot that have the ads on TV.  (And no I certainly won't do that)

 

 

 

 

 

Great stuff, I'm moving ISPs end of June and my brother around end of July.

 

And we had thought Voyager....Go Seeby.....(Who I know isn't directly involved now, but he always did pay attention)

 

So yeah, happy happy.

 

 

 

 

 

 

 

 

 

 

 

 


 
 
 
 


VygrNetworkMonkey
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  #1992194 9-Apr-2018 18:07
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pctek:

 

VygerNetworkMonkey:  terrible name BTW. Monkey implies crap company....Thanks also.

 

 

Haha - nothing to do with the company ... more like, self description ;)
I have passed on your comments to the team leaders - they've taken it on board! Sincerely appreciate the thoughts.

 

Feel free to hit up Seeby - email, twitters etc ... as you know, he's quite contactable.
Otherwise, feel free to hit me up if you need anything on the technical side of thing.

 

 





Voyager Internet - Network Monkey

xpd

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  #1992212 9-Apr-2018 18:36
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pctek:

 

 

VygerNetworkMonkey:  terrible name BTW. Monkey implies crap company....Thanks also.

 

 

 

 

 

 

LOL, when I worked at IHUG, the entire helpdesk were known as the Helpdesk monkeys, and those of us with Ultra (aka Satnet) experience were the Ultra Monkeys :) I probably still have a copy of the image a friend whipped for us to use in the internal helpdesk knowledge base.

 

 

 

 





XPD^ / DemiseNZ

 

Blog         Free Games        Twitter      My TradeMe Goodies

 

Pirating in Sea Of Thieves

 

I Twitch occasionally and take part in Folding@Home

 

Disclaimer - It wasn't me, the dog ate my keyboard, my account was hacked, I was drunk, ALIENS.


xpd

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  #1992213 9-Apr-2018 18:37
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Yup, Seeby has been great the couple of times I've "bumped" into him online regarding Voyager queries :)

 

 





XPD^ / DemiseNZ

 

Blog         Free Games        Twitter      My TradeMe Goodies

 

Pirating in Sea Of Thieves

 

I Twitch occasionally and take part in Folding@Home

 

Disclaimer - It wasn't me, the dog ate my keyboard, my account was hacked, I was drunk, ALIENS.


deadlyllama
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  #1992325 9-Apr-2018 19:57
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We've been with Voyager for phone and internet (VDSL) since we moved here (Pleasant Point, rural South Canterbury) in January, we're quite happy.

 

Downsides: they make you buy/rent their CPE for phone service (I talked them out of it).  No IPv6 on VDSL (but they do it on fibre...).  All VDSL is backhauled to Auckland.  Also I had to submit a support ticket because their phone system wouldn't let me make local (03 614) calls without the 03 prefix, but that sounds like a particularly wierd bug and they fixed it promptly.

 

Upsides: They answer the phone very quickly and their helpdesk is great.  Unlimited tolls and smart phone services are no extra charge.  Internet is fast.


richms
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  #1992328 9-Apr-2018 20:02
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Seems fine for me with VDSL, connection drops occasionally, but that seems to be chorus more than anything. Never got into the state where I have to go to the router and disconnect PPP and bring it up again which happened often on snap/2degrees, where their end pretended to be up but didn't do anything.

 

Logged a fault once for trash speeds, they were reluctant to get chorus out without doing the 24 hour line test thing.

 

Not any experience with their supplied routers or voice service because a voice service is beyond worthless to me.

 

Will keep them for VDSL when I get fiber from somewhere else since the main reason I kept the voyager connection is that it was on the best of a bad bunch of copper pairs here, and then move the fiber to voyager once the teething problems of a new fiber area are over with.





Richard rich.ms

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  #1992349 9-Apr-2018 20:37
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I used them for about 2 months last year, awesome performance for the first 1.5 months, then I found I started getting random connection timeouts. They did some fairly extensive troubleshooting but couldn't resolve it, so in the end I had to move back to Spark. I was a bit disappointed and sad, as I liked Voyager's service and would have happily stayed had the connection continued performing the way it did initially.

 

Having said that I have since upgraded my PC, so I wonder if I would have the same experience as before?
To Voyager's credit, they were extremely polite and (I felt) they fell over themselves trying to fix the problem. I left the door open to returning to them one day, as I found their customer service to be very good and would return to them in a heartbeat if the opportunity came up again (and it may well do so!).


Aredwood
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  #1992444 9-Apr-2018 23:59

richms: Will keep them for VDSL when I get fiber from somewhere else since the main reason I kept the voyager connection is that it was on the best of a bad bunch of copper pairs here, and then move the fiber to voyager once the teething problems of a new fiber area are over with.



I'm curious about what problems you are worried about in a new fibre area. At least after your UFB install is finished. Only fault I have had that was local fibre related was the optical dropping at exactly 1am on a Monday night. (red optical LED on the ONT).

5min later everything started working again by itself. I presume Chorus were re configuring something at the exchange.





richms
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  #1992448 10-Apr-2018 00:20
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Constant visits by the techs to the splitter lead to breaks of the other customers. Happened 3x to one person I know in the first 2 months of having fiber, and another couple I know have had it happen once, also heard of many other 2nd hand reports of it happening to people. Same as a new copper connection going in generally causing grief for existing users.





Richard rich.ms

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