Vodafone T-Box Service Withdrawal (incl DOCSIS 2.0 & 3.0 Modems)

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone T-Box Service Withdrawal (incl DOCSIS 2.0 & 3.0 Modems)

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91 posts

Master Geek

One NZ

#2647024 4-Feb-2021 13:01

Eva888:
Nice chap from VF Offshore team just called. He says he has escalated the SLAM and Vodafone is still working to create it. This is 4 days after it was originally ordered. My own suspicion is that my internet has been cut off by their efforts.

This is worrying. If you had HFC already installed then we'll have a SLAM (Service Address) for you already. Unless you have something like a non-subdivided property or sleepout (they usually mix up our records) I can't see why we'd be stuck at this stage.

Feel free to PM me your details and I can take a closer look.

nztim

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TEAMnetwork

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#2647041 4-Feb-2021 13:23

NickR1:

Eva888:
Nice chap from VF Offshore team just called. He says he has escalated the SLAM and Vodafone is still working to create it. This is 4 days after it was originally ordered. My own suspicion is that my internet has been cut off by their efforts.

This is worrying. If you had HFC already installed then we'll have a SLAM (Service Address) for you already. Unless you have something like a non-subdivided property or sleepout (they usually mix up our records) I can't see why we'd be stuck at this stage.

Feel free to PM me your details and I can take a closer look.

I have visited her house to help her and this is exactly what it is - The granny flat down stairs also has an HFC connection and it is not legally seperated

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

Eva888

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#2647049 4-Feb-2021 13:28

The main address upstairs doesn’t have HFC... the tenant in the flat downstairs got their HFC from Vodafone. Upstairs...the main house with the Tbox has an order for HFC and VTV as part of the required update. The technician came to do it but couldn’t because he needs a slam for it. I have two account numbers now...the original and the one created for the new install. Which do you need?

nztim

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#2647050 4-Feb-2021 13:29

Eva888: The main address upstairs doesn’t have HFC... the tenant in the flat downstairs got their HFC from Vodafone. Upstairs...the main house with the Tbox has an order for HFC and VTV as part of the required update. The technician came to do it but couldn’t because he needs a slam for it. I have two account numbers now...the original and the one created for the new install. Which do you need?

@eva888 you both have HFC you are on 2.0 though

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

Eva888

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#2647054 4-Feb-2021 13:34

PM sent. Thanks for the intervention.

yitz

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#2647108 4-Feb-2021 13:55

nztim: you both have HFC you are on 2.0 though

100/10 is DOCSIS 3.0

nztim

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#2647155 4-Feb-2021 15:48

yitz:

nztim: you both have HFC you are on 2.0 though

100/10 is DOCSIS 3.0

its one of the Technicolour all in one cable modem router things

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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Newtown

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#2647234 4-Feb-2021 17:06

@sansom – had a visit from a technician today to do the HFC upgrade and T-Box swap. For some reason he didn't have a VTV box with him, stating that it wasn't in his service order. I went through your team to get this done, so not sure how it might have dropped off his service order. How can I get my hands on a VTV box?

Eva888

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#2647236 4-Feb-2021 17:09

Nick is kindly working on sorting out the problems through Vodafone.

Everyone I’ve dealt with at Vodafone has been genuinely helpful. I think their main difficulty is being a big organisation with many teams involved in sorting out a problem so continuity becomes an issue.

Newtown

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#2647943 4-Feb-2021 22:32

Adding to my previous post...

The technician plugged our landline into the Ultra Hub. When I asked about integrated wiring, he said that it would only be done if the jackpoint was next to the Ultra Hub. Currently the jackpoint is in a different room.

I thought integrated wiring meant hooking up the new equipment to work with existing jackpoints, even though it might mean that a new jackpoint is added. I might be wrong here, and it would be great to hear from others.

Linux

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#2647945 4-Feb-2021 22:37

If you don't have an existing jack point by the modem then this is the responsibility of the home owner

antoniosk

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#2647946 4-Feb-2021 22:39

Linux: If you don't have an existing jack point by the modem then this is the responsibility of the home owner

yep, but details matter. Hamish said integrated wiring was included, no comment on homehub needing to be right next to the jack point.

________

Antoniosk

KaroriPete

96 posts

Master Geek

#2648062 5-Feb-2021 10:45

Sorry if I've missed this, but is the phone changing at the same time as the T-Box to VTV changeover?

Currently the cable comes overhead from the pole and attaches under the eves of my house. The phone line splits off the coax at that point and goes into the old Telecom external junction box which joins to the internal phone wiring in the ceiling which feeds a number of jack points around the house. The coax continues down to an external splitter at the side of the house. One output from the splitter goes through a downstairs wall to the network modem in the office, and the other output goes upstairs into the lounge where it splits again between the TV Modem and the T-Box.

Is this layout going to cause me problems when the T-Box gets changed?

Cheers,
Pete.

cyril7

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#2648067 5-Feb-2021 11:06

Hi Pete, so as I understand it your office modem will be updated to a new Technicolor DOCSIS3.1 model (if not already one) and your router will remain an UltraHub that you presumably already have.

The T-Box and old DOCSIS2.0 modem that provides EPG data to the T-Box will be removed and replaced with the VTV. Ideally you will have an ethernet feed from the office to the VTV, alternatively you can use WiFi for the VTV but this is not ideal.

As for phones, the phones will now be fed off the ATA in the UltraHub, what I am not sure is if the tech will fully integrate the phone wiring, this means disconnecting the phone line at the ETP from the street phone circuit and connecting the ATA to the remaining house phone wiring to liven all the sockets from the UltraHub ATA, this is what you should ask them to do.

Cyril

sansom

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#2648072 5-Feb-2021 11:24

Newtown:

@sansom – had a visit from a technician today to do the HFC upgrade and T-Box swap. For some reason he didn't have a VTV box with him, stating that it wasn't in his service order. I went through your team to get this done, so not sure how it might have dropped off his service order. How can I get my hands on a VTV box?

Hi, apologies for that.. the process should be that the agent that calls initially to raise the order for the replacement equipment for the DS2.0 modems and T-Box should include the new VTV box as part of the order. (not all customers with DS2.0 modems have T-Boxes, so it's not an automatic thing, but still...!).

If you DM me your details I'll get you a box sent out as quickly as possible. I will also send the Downer guy back if you need that. It will also be useful to get the details to find out how that happened so it doesn't affect others.

Hamish

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