Vodafone support... I give up... I have had enough - Who is better? Who should I change too?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone support... I give up... I have had enough - Who is better? Who should I change too?

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#1285455 16-Apr-2015 11:02

@humvee as I suspected ticket is closed

' Description: The DSLAM this customer is connected to is congested, unfortunately there are no plans to upgrade this DSLAM at this time '

There is actually no fault just congestion on the Chorus hardware and looks like no plans to upgrade the hardware at this stage

MikeB4

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#1285460 16-Apr-2015 11:07

johnr: @humvee as I suspected ticket is closed

' Description: The DSLAM this customer is connected to is congested, unfortunately there are no plans to upgrade this DSLAM at this time '

There is actually no fault just congestion on the Chorus hardware and looks like no plans to upgrade the hardware at this stage

And that is infrastructure not in an ISP's realm.

dylanp

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#1285468 16-Apr-2015 11:17

Maybe consider a Rural Broadband Initiative connection if available (our plans and RBI coverage map are on our site here) or look into local wireless or satellite broadband providers.

humvee

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#1285469 16-Apr-2015 11:17

Unfortunately the only communication back to us when they closed the ticket was a txt to say "your fault has been investigated and resolved"

The problem from where I sit is if every one stops logging faults or complaining about these problems, they are more likely for be forgotten, ignored or be lower down the list to get fixed - so I believe that the issue needs to be continued to be raised periodically.

I will happily direct my calls to some one or some company further along the fault chain and closer to the cause of the fault instead - just send me the details. Otherwise at this point in time Vodafone is the one taking the money from me to provide the service and therefore is responsible for providing it - or for any failures to provide a usable service that is "fit for the propose which it is sold"

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#1285473 16-Apr-2015 11:23

humvee: Unfortunately the only communication back to us when they closed the ticket was a txt to say "your fault has been investigated and resolved"

The problem from where I sit is if every one stops logging faults or complaining about these problems, they are more likely for be forgotten, ignored or be lower down the list to get fixed - so I believe that the issue needs to be continued to be raised periodically.

I will happily direct my calls to some one or some company further along the fault chain and closer to the cause of the fault instead - just send me the details. Otherwise at this point in time Vodafone is the one taking the money from me to provide the service and therefore is responsible for providing it - or for any failures to provide a usable service that is "fit for the propose which it is sold"

The companies involved are well aware of it, and have made a concious decision to not act on them due to the cost, or ROI more importantly. I can understand your frustration, but EVERY thread that deals with this issue, ends up in the same place.

You need to accept the reality no matter how determined you are to have it resolved, and look at your other alternatives even if they are higher cost. It's one of the balancing disadvantages to living rural.

johnr

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#1285475 16-Apr-2015 11:24

Broadband speed is regualted and your connection is meeting the minimum requirement, As Dylan has pointed out you might like to look at RBI but Chorus is well aware of the cabinets with congestion issues and like any business cash does not magically appear to upgrade this hardware

John

Jase2985

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#1285538 16-Apr-2015 12:37

humvee: I will happily direct my calls to some one or some company further along the fault chain and closer to the cause of the fault instead - just send me the details. Otherwise at this point in time Vodafone is the one taking the money from me to provide the service and therefore is responsible for providing it - or for any failures to provide a usable service that is "fit for the propose which it is sold"

the thing is it the purpose for which it is sold is to provide internet, you have that, the ISP doesn't guarantee the speed of the service, and as has been moentioned you are meeting the minimum regulated speed. if you have an issue with the minimum speed being to low, complain to the relevant organizations about that.

its an unfortunate situation you are in but making a forum post and calling your ISP isnt going to solve anything. you either stay paying what you are and recieve the current service, and it iwll likely degrade even more.

or go to a wireless ISP and probably pay a little more, get less data but pretty much guarantee that you will get the speed you are paying for as more is being invested in that tech.

read the dozen or so other threads on the same topic and you will see the same answers.

there is not an unlimited pot of money for upgrades, someone has to miss out

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mattbush

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#1285582 16-Apr-2015 13:22

I assume the VF staff are saying they have no say at all in upgrading these exchanges??

As consumers we have no way to contact Chorus as they are not our providers. Surely it is up to the likes of VF/Spark etc to lobby Chorus on the consumers behalf???

Surely it is actually the ISP's who request the upgrades from Chorus as it is the ISP's who are Choruses customers. It is too easy for the ISP's to "pass the buck".

johnr

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#1285603 16-Apr-2015 13:41

mattbush: I assume the VF staff are saying they have no say at all in upgrading these exchanges??

As consumers we have no way to contact Chorus as they are not our providers. Surely it is up to the likes of VF/Spark etc to lobby Chorus on the consumers behalf???

Surely it is actually the ISP's who request the upgrades from Chorus as it is the ISP's who are Choruses customers. It is too easy for the ISP's to "pass the buck".

Sure and bags of money fall from the sky each time it rains, Retail ISP have no control over the upgrade path for 3rd party hardware

The cost far exceeds any return if buckets of cash was thrown at it

sidefx

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#1285633 16-Apr-2015 14:31

johnr:
mattbush: I assume the VF staff are saying they have no say at all in upgrading these exchanges??

As consumers we have no way to contact Chorus as they are not our providers. Surely it is up to the likes of VF/Spark etc to lobby Chorus on the consumers behalf???

Surely it is actually the ISP's who request the upgrades from Chorus as it is the ISP's who are Choruses customers. It is too easy for the ISP's to "pass the buck".

Sure and bags of money fall from the sky each time it rains, Retail ISP have no control over the upgrade path for 3rd party hardware

The cost far exceeds any return if buckets of cash was thrown at it

Retail ISPs may have no *control* over upgrade paths, but surely there is a mechanism in place for them to give some sort of feedback to chorus based on feedback they are receiving from customers...?

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networkn

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#1285634 16-Apr-2015 14:33

sidefx:
johnr:
mattbush: I assume the VF staff are saying they have no say at all in upgrading these exchanges??

As consumers we have no way to contact Chorus as they are not our providers. Surely it is up to the likes of VF/Spark etc to lobby Chorus on the consumers behalf???

Surely it is actually the ISP's who request the upgrades from Chorus as it is the ISP's who are Choruses customers. It is too easy for the ISP's to "pass the buck".

Sure and bags of money fall from the sky each time it rains, Retail ISP have no control over the upgrade path for 3rd party hardware

The cost far exceeds any return if buckets of cash was thrown at it

Retail ISPs may have no *control* over upgrade paths, but surely there is a mechanism in place for them to give some sort of feedback to chorus based on feedback they are receiving from customers...?

Sure, for matters which are not already closed as "dealt with". The decision has been made, nothing further is going to happen. For other issues of course that mechanism is present and used.

MikeB4

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#1285637 16-Apr-2015 14:38

sidefx:
johnr:
mattbush: I assume the VF staff are saying they have no say at all in upgrading these exchanges??

As consumers we have no way to contact Chorus as they are not our providers. Surely it is up to the likes of VF/Spark etc to lobby Chorus on the consumers behalf???

Surely it is actually the ISP's who request the upgrades from Chorus as it is the ISP's who are Choruses customers. It is too easy for the ISP's to "pass the buck".

Sure and bags of money fall from the sky each time it rains, Retail ISP have no control over the upgrade path for 3rd party hardware

The cost far exceeds any return if buckets of cash was thrown at it

Retail ISPs may have no *control* over upgrade paths, but surely there is a mechanism in place for them to give some sort of feedback to chorus based on feedback they are receiving from customers...?

For Vodafone there is no fault, the hardware they have been provided by the infrastructure owner is working and therefore the fault ticket should be closed. However, under incident management this issue should be
recorded as a 'Problem" and escalated accordingly.

michaelmurfy

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#1285657 16-Apr-2015 15:00

Oh god, another one of these threads...

humvee: Unfortunately the only communication back to us when they closed the ticket was a txt to say "your fault has been investigated and resolved"

I will happily direct my calls to some one or some company further along the fault chain and closer to the cause of the fault instead - just send me the details. Otherwise at this point in time Vodafone is the one taking the money from me to provide the service and therefore is responsible for providing it - or for any failures to provide a usable service that is "fit for the propose which it is sold"

The purpose is to provide you with best-effort internet of which they're doing so as you're posting here. You don't have to pay for internet and you're quite welcome to go back to dialup (I know Vodafone provides it for $20 per month IIRC) since you seem to think that'll be faster.

Nothing, I mean Nothing you do will give you a faster connection unless if you pay for a new cabinet, fibre etc yourself or move to a wireless provider (like RBI or P2P WiFi). You're currently getting what you pay for and it doesn't matter what ISP you're with.

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gregmcc

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#1285667 16-Apr-2015 15:20

michaelmurfy: Oh god, another one of these threads...

humvee: Unfortunately the only communication back to us when they closed the ticket was a txt to say "your fault has been investigated and resolved"

I will happily direct my calls to some one or some company further along the fault chain and closer to the cause of the fault instead - just send me the details. Otherwise at this point in time Vodafone is the one taking the money from me to provide the service and therefore is responsible for providing it - or for any failures to provide a usable service that is "fit for the propose which it is sold"

The purpose is to provide you with best-effort internet of which they're doing so as you're posting here. You don't have to pay for internet and you're quite welcome to go back to dialup (I know Vodafone provides it for $20 per month IIRC) since you seem to think that'll be faster.

Nothing, I mean Nothing you do will give you a faster connection unless if you pay for a new cabinet, fibre etc yourself or move to a wireless provider (like RBI or P2P WiFi). You're currently getting what you pay for and it doesn't matter what ISP you're with.

best effort is all well and good when it is coming from the ISP, would the same ISP accept best effort payment for that best effort service?

At the end of the day the customer is purchasing a service at a speed of up to XX, if the ISP isn't meeting this speed or not anywhere close then they could try to arrange a lesser payment with the ISP due to this fact, if they won't move on that then take them to the TDR.

I think more of the problem is VF has marked it as resolved, what did they do to resolve it ...... nothing, the speed is still slow, no communication with the customer, and I think this is more than likely the issue, VF are at the low end of the scale when it comes to communicating with their customers

humvee

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#1285668 16-Apr-2015 15:23

Jase2985:
humvee: I will happily direct my calls to some one or some company further along the fault chain and closer to the cause of the fault instead - just send me the details. Otherwise at this point in time Vodafone is the one taking the money from me to provide the service and therefore is responsible for providing it - or for any failures to provide a usable service that is "fit for the propose which it is sold"

the thing is it the purpose for which it is sold is to provide internet, you have that, the ISP doesn't guarantee the speed of the service, and as has been moentioned you are meeting the minimum regulated speed. if you have an issue with the minimum speed being to low, complain to the relevant organizations about that.

its an unfortunate situation you are in but making a forum post and calling your ISP isnt going to solve anything. you either stay paying what you are and recieve the current service, and it iwll likely degrade even more.

or go to a wireless ISP and probably pay a little more, get less data but pretty much guarantee that you will get the speed you are paying for as more is being invested in that tech.

read the dozen or so other threads on the same topic and you will see the same answers.

there is not an unlimited pot of money for upgrades, someone has to miss out

A selection of quotes from vodafone's website

"Broadband"
"FAST (ADSL)"
"Fast Standard ADSL"

If I just wanted internet I would have got dialup - its cheaper

But I wanted Broadband & Fast ADSL Internet - So I purchased the product that vodafone sold for this porpose.

But it is not fit for the purpose sold - IE "FAST (ADSL)" "Broadband"

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