Vodafone TV Recorder Vs T-Box

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone TV Recorder Vs T-Box

KaroriPete

96 posts

Master Geek

#166325 9-Mar-2015 17:24

My Vodafone contract recently expired so I just signed up for a new 12 month plan. I have home phone, Sky Basic TV, and have upgraded my 80GB plan to Unlimited.

Apparently to make this work I need to have my T-Box (which after years of pain is now actually quite stable and usable) swapped out for a Vodafone recorder. The call centre guy didn't seem to know why, except to say that my old box probably didn't even do HD - well of course it does HD.

So my questions are, what are the key differences, or is it really just a T-Box with a Vodafone badge? Also is there any way to preserve all the recordings I have? I'm not really hopeful that there is.

I also apparently have to have my modem replaced to go from 80GB to unlimited. I'm assuming that this is to support the additional speed offered by the new plan, but again when I enquired he asked how old my current modem was. When I told him it was about 10 years he said that it was probably on it's last legs and he was amazed that it even still worked. They really know how sell their company and services these call centre people.

Final question - How long should I expect to have to wait for the Techie to ring to make an appointment to install this fancy new kit? I was assuming I'd get a call the next day, but it's nearly a week now and I've heard nothing. Am I being too impatient?

Cheers,
Pete.

PeterReader

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#1254196 9-Mar-2015 17:24

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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ZollyMonsta

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#1254211 9-Mar-2015 17:27

Agent was being a doofus. It's the exact same unit. No different. There is no way to save your recordings so if you let it be swapped, you will lose everything you have recorded.

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As per the usual std disclaimer.. "All thoughts typed here are my own."

johnr

19282 posts

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#1254213 9-Mar-2015 17:30

You should only need the modem replaced if are moving to a faster speed plan the modem does not support

KaroriPete

96 posts

Master Geek

#1254217 9-Mar-2015 17:34

Thanks Zolly,

He said it has a larger hard disk in it too - is that true?

If not there doesn't seem to be any point in replacing it.

My old 80GB plan was 15Mb/s download whereas unlimited is supposed to be "up to 50" so maybe the modem does need to be replaced. Will be interesting to see what speed I actually get out of it.

Cheers...

ZollyMonsta

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#1254221 9-Mar-2015 17:59

That's incorrect also.

The modem swap is probably legit (for your broadband only).

Check out my LPFM Radio Station at www.thecheese.co.nz - Now on iHeart Radio, TuneIn and Radio Garden

As per the usual std disclaimer.. "All thoughts typed here are my own."

EvilSteve

232 posts

Master Geek

#1254242 9-Mar-2015 18:19

When I changed plans last they had me down for 3 new tv installs, when I really only needed the old digi box upgraded.
I only found out this was happening when they called me up asking why I wasnt home for the installer/techie.

They also called the wrong number, the number they called me on was a friends I had set up as a best mate (luckily I just happened to be working with him as they called)

So if I were you Id get them to double check exactly what happened, it took 4 billing cycles to fix everything.

quickymart

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#1254274 9-Mar-2015 18:44

I pity the poor customers who have to speak to the clueless rep who handled that call!

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KaroriPete

96 posts

Master Geek

#1254403 9-Mar-2015 23:15

Hmmm... think I might ring up again tomorrow and see if I can get anyone who knows what they're talking about to sort it out. I don't see the point in swapping boxes just for the sake of it - especially if I'll lose all my recordings.

Even if the tech does have to come to install the new modem, I don't really see why my free Sky Sport, and Best Mates couldn't just be enabled straight away, but perhaps they have to switch everything at once for billing purposes.

Thanks for the info guys.

dylanp

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#1254471 10-Mar-2015 08:35

Sorry for the misunderstanding. I've passed feedback to the sales team to look into this further.

KaroriPete

96 posts

Master Geek

#1254763 10-Mar-2015 16:51

Hi Dylan,

Thanks for picking this up. I thought you might like an update on how I've spent a chunk of my day.

Call 1
I rang back this morning to find out if I really do need to get a new recorder based on the info posted above, and why I haven't been contacted by an installer to make an appointment.

The person who took my call said that I needed to speak to the agent who originally made the changes to my plan. She would talk to him and he would ring me straight back. That was at about 11 am.

Call 2
By 3pm I hadn't received a call, so I rang back again. I got another agent. She said that I could keep my T-Box and it didn't need to be changed. She said that a new modem would be sent out to me. That it would be pre-configured and all I had to do was plug it in, and therefore no technician visit would be necessary. She said the modems take 5- 10 days to arrive so I should receive mine any day now, and checked they had the right address for me.

I asked when the TV channel changes, Best Mates, and broadband plan would kick in, and she said that the dates were all explained in the confirmation email that I was sent when I first changed the plan. I didn't recall seeing an email so went away to check.

Call 3
After going through all my emails to the address that Vodafone have I was confident that I hadn't received any confirmation about my new plan. I therefore rang back again and got yet another agent. I recapped my latest conversation to him, and he said that the information was wrong and that I did need an installer to come out and set up my broadband. I said I'd just been told that they would post out a new modem, but he said that was incorrect. I then asked if I needed to have an installation done, why I hadn't been contacted already by someone to book a time, and asked how long it should take for someone to ring me to make an appointment. He was unable to answer either of these questions and put me on hold and rang an installer.

We have now booked a date for the installer to come and install a new modem. At that point I thought I should check about the recorder again, and was told that yes I would need to have a new recorder installed. I asked why, and he said my existing one wouldn't work on the Lightspeed network. I said "well I have a T-Box that is working on it now so why do I need to change?" He said, "no you don't have a T-Box". I said "Yes I do - I know what I have". He said, "Oh yes you do, apologies, so you won't have to have a new recorder."

I then asked about the conformation email explaining when everything would change, and he said there is no email, and everything will change together overnight once the installer has been with my new modem.

So I think I now have a version of a plan that just may contain some elements of reality, but to be honest I have zero confidence in anything that Vodafone Customer Service tell me. I've been a customer since the days of Saturn and while I'm happy with the product once it's up and running, the interactions with Customer Support are frankly appalling. TelstraClear customer service was just the pits, and I was hoping that Vodafone might sort that out, but this experience would suggest that not to be the case. I'm actually trying to give Vodafone my money, and feel that I really shouldn't have to work so hard or use up so much of my time to do it.

Anyway, I thought this information might be useful to you.

Cheers,
Pete.

Sideface

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#1254792 10-Mar-2015 17:11

You don't say so in your posts, but are you on VF (previously TCL) cable?

Are you increasing your speed as well as your data allowance? If you are increasing your speed, you may really need a new modem (as johnr has already said).

Sideface

KaroriPete

96 posts

Master Geek

#1254820 10-Mar-2015 17:55

Yep I'm currently a TCL / Vodafone cable customer, and yes I believe the uncapped data plan should be faster than my current plan, so don't have any issues with needing a new modem. Just unhappy with the confusion caused by one agent saying I need a tech to come and install it, then another one saying no we'll post it out and you just plug it in yourself, and then another one saying no that's wrong you definitely need an installer.

Having someone telling me I don't know what equipment I have in my own lounge doesn't sit well either.

Customer Service people need to have sufficient training to understand their products and their processes and be able to communicate this clearly to the customer. The changes I'm making to my plan are not that complicated, so there shouldn't be this level of confusion.

Cheers,
Pete.

quickymart

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#1254869 10-Mar-2015 18:55

Wow, all those phone calls. You must be a very patient man.
As to all the differing stories...sounds like left hand doesn't know what the right hand is doing there!

dylanp

840 posts

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#1255115 11-Mar-2015 09:18

KaroriPete: Hi Dylan,

Thanks for picking this up. I thought you might like an update on how I've spent a chunk of my day.
...
Anyway, I thought this information might be useful to you.

Cheers,
Pete.

Thanks Pete, it certainly is useful. I've sent it through to the right people. Apologies again for the confusion.