Vodafone and Disclosures

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone and Disclosures

1 | 2

Coil

6614 posts

Uber Geek
Inactive user

#1748541 27-Mar-2017 09:54

hio77:

@PaulFindlay good luck, i was shocked to find out the ninjas do not know what "PSTN" is, nor did they know what a NTS is..

Your drop sounds like a move from 17a to 8b, probably due to a port refresh.

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had.
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1748547 27-Mar-2017 10:19

TimA:

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had.
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

Did i just press that button again? ;)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

PaulFindlay

103 posts

Master Geek

ID Verified

#1748647 27-Mar-2017 12:38

TimA:

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had.
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

Can a Chorus tech do this independently of Vodafone customer service?

Coil

6614 posts

Uber Geek
Inactive user

#1748662 27-Mar-2017 13:04

PaulFindlay:

TimA:

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had.
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

Can a Chorus tech do this independently of Vodafone customer service?

No a Tech can not, But Chorus Assure would never do this themselves, They wont do a single thing without ISP request.

Coil

6614 posts

Uber Geek
Inactive user

#1748663 27-Mar-2017 13:04

hio77:

TimA:

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had.
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

Did i just press that button again? ;)

Its fffffnnnnn 38Mb/s now wtfffffff. "rages over teamspeak"

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1748669 27-Mar-2017 13:17

TimA:

PaulFindlay:

TimA:

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had.
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

Can a Chorus tech do this independently of Vodafone customer service?

No a Tech can not, But Chorus Assure would never do this themselves, They wont do a single thing without ISP request.

technically there is nothing stopping them from doing it, but they understand it not to be just a quick fix for it all.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

PaulFindlay

103 posts

Master Geek

ID Verified

#1787401 24-May-2017 12:49

As an update, got my sync rate from 33Mbps to 68Mbps after Chorus re-instated our previous VDSL profile.

There is definitely a distinct difference between the NZ and Philippines call centres in terms of them giving a Chorus charge disclosure. NZ call centre staff seem to disclose this without fail, whereas the Philippines call centre staff seem to have a "oh you'll be right" attitude when I've questioned if their calling a tech will result in charges.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1787404 24-May-2017 12:51

PaulFindlay:

As an update, got my sync rate from 33Mbps to 68Mbps after Chorus re-instated our previous VDSL profile.

There is definitely a distinct difference between the NZ and Philippines call centres in terms of them giving a Chorus charge disclosure. NZ call centre staff seem to disclose this without fail, whereas the Philippines call centre staff seem to have a "oh you'll be right" attitude when I've questioned if their calling a tech will result in charges.

record all calls with offshore, legally disclosure must be played and agreed to for the charge to be valid :)

I can report as of last week, Vodafone are still failing on disclosures - and passing NFF fees, not impressed.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Coil

6614 posts

Uber Geek
Inactive user

#1787425 24-May-2017 13:16

hio77:

PaulFindlay:

As an update, got my sync rate from 33Mbps to 68Mbps after Chorus re-instated our previous VDSL profile.

There is definitely a distinct difference between the NZ and Philippines call centres in terms of them giving a Chorus charge disclosure. NZ call centre staff seem to disclose this without fail, whereas the Philippines call centre staff seem to have a "oh you'll be right" attitude when I've questioned if their calling a tech will result in charges.

record all calls with offshore, legally disclosure must be played and agreed to for the charge to be valid :)

I can report as of last week, Vodafone are still failing on disclosures - and passing NFF fees, not impressed.

The whiplash you get from telling customer about the NFF fee is insane, Even if it isnt anything to do with their premises or what ever. I think its easier to deal with the off chance it is charged than deal with advising everyone about it.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1787435 24-May-2017 13:26

TimA:

The whiplash you get from telling customer about the NFF fee is insane, Even if it isnt anything to do with their premises or what ever. I think its easier to deal with the off chance it is charged than deal with advising everyone about it.

i agree here, i simply do show concern for the legal standpoint :)

as someone who used to deal with NFF fees alot, it is all in how you apply that indicator. adding a human touch can change that whiplash into undestanding with ease.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Coil

6614 posts

Uber Geek
Inactive user

#1787524 24-May-2017 16:00

hio77:
TimA:

The whiplash you get from telling customer about the NFF fee is insane, Even if it isnt anything to do with their premises or what ever. I think its easier to deal with the off chance it is charged than deal with advising everyone about it.

i agree here, i simply do show concern for the legal standpoint :)

as someone who used to deal with NFF fees alot, it is all in how you apply that indicator. adding a human touch can change that whiplash into undestanding with ease.

of course but as soon as they hear the "You may possibly be charged with a NFF if you equipment at your house is faulty etc or is user error, This is why we troubleshoot with you etc" Still fills them with fear and uncertainty after telling them they can be charged $140, Just CAN be charged, not will be.

Jaxar

383 posts

Ultimate Geek

#1788561 26-May-2017 09:40

I did 5 years at business tech support and 2 years as complaints/floor walking. While a careful hand, some empathy and a great deal of experience can go a way in making disclosure of NFF fees a better experience unless you have spent a significant amount of time dealing with this scenario yourself it is very easy to assume that your personal values would match other customers. Particularly for members of this community which are constantly exposed to best practices on how to think about our technology.

Unfortunately the level of racism and out right mean spiritedness the front line staff even the ones based locally can experince when they suggest a customer might need to take some personal and fiscal responsibility for their network can be pretty shocking.

This information should be disclosed every single time. There is no question of this however my deepest sympathy lies with the call takers.

Please note: I have a professional bias towards Vodafone.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1860792 8-Sep-2017 11:52

@MikeHales @DarrynJ

Just raising this one again as i logged a fault this morning without any disclosure for tech. *Recording available.

I'm still working on the basis of above, indicating it should be done for "all faults"

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

MikeHales

615 posts

Ultimate Geek

Trusted

#1861247 9-Sep-2017 12:39

@hio77 Thanks for the nudge

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1861257 9-Sep-2017 12:59

MikeHales:

@hio77 Thanks for the nudge

not a problem :)

in this case, staff were great, resolution in 5 hours of calling. i'll admit to having to call 4 times for this, two because the Queues simply were a little long for my liking (i hate sitting on phone, i do enough of it for trials) as it was easier to just disable that WAN link for a day.

Props to @ChorusNZ's system for passing the case to our local tech (and family friend) suspect he popped in on his way home; very efficient use of resources :)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

1 | 2