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

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#2629283 2-Jan-2021 13:15

ZollyMonsta:
Lias:

Doesn't seem to be covered in the FAQ.. we have a T-Box running over UFB rather than HFC, wonder what (if any) difference that will make.

Hamish will correct me if I’m wrong.. but as it is a shutdown of the legacy TV platform in general I believe UFB customers will be contacted at some point and a replacement STB shipped..

Correct, our priority is to get the suburb-by-suburb upgrade programme rolling smoothly in Wellington and Christchurch first. However, as soon as we have that ticking over nicely we will then contact the UFB Tbox customers as soon as possible in the new year. Swapping Tbox for VTV on UFB is a much easier process.

Hamish

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#2629303 2-Jan-2021 13:33

I imagine the sales team will have flexibility Hamish?

Some people may no longer want the landline voice any more, but tv and internet is still relevant 😉

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sansom

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#2629304 2-Jan-2021 13:39

DjShadow:

Going by the FAQ it looks like the Sales Team are going to review accounts case by case so hopefully people will end up on better deals

This is the goal.

Given the loyalty of these customers, we are investing significantly in new hardware and installation services to upgrade their homes to modern, world-class, broadband and TV services. Also, where we can, we will match each customer's existing monthly subscription costs.

Hamish

sansom

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#2629306 2-Jan-2021 13:45

antoniosk:

I imagine the sales team will have flexibility Hamish?

Some people may no longer want the landline voice any more, but tv and internet is still relevant 😉

The sales teams are only able to match pricing as closely as possible (no contract re-sign is required). Given most Tbox customers already have great pricing, and also given the significant cost of this upgrade, the sales agents are generally not able to discount further than what the customer is paying today. Special cases will need to be escalated for approval.

The customer demographic here means many will still want landline voice and so we're also offering integrated wiring at no cost for these customers (so that they can continue to use all their jackpoints and analogue phones with the upgrade to VoIP).

Hamish

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#2629336 2-Jan-2021 14:41

sansom: we're also offering integrated wiring at no cost for these customers (so that they can continue to use all their jackpoints and analogue phones with the upgrade to VoIP)

Two questions

1. How are you going to address REN issues older people will have 3-4 handsets around their house, your DMS-100 gives out 5REN and integrating home wiring could easily max out the 1REN provided by the ultrahub

2. We have business clients on HFC cable where we have installed UTM firewalls to link offices together over site to site VPNs or to provide them with road warrior style VPNs to their office - How do you intend to deliver voice to these (our clients too) where an ultrahub cannot be installed? and copper is been withdrawn?

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sansom

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#2629350 2-Jan-2021 15:12

nztim:
sansom: we're also offering integrated wiring at no cost for these customers (so that they can continue to use all their jackpoints and analogue phones with the upgrade to VoIP)

Two questions

1. How are you going to address REN issues older people will have 3-4 handsets around their house, your DMS-100 gives out 5REN and integrating home wiring could easily max out the 1REN provided by the ultrahub

2. We have business clients on HFC cable where we have installed UTM firewalls to link offices together over site to site VPNs or to provide them with road warrior style VPNs to their office - How do you intend to deliver voice to these (our clients too) where an ultrahub cannot be installed? and copper is been withdrawn?

For both these scenarios we will be solving these on a case by case basis.

1. Moving residential customers from POTS to VoIP with integrated wiring is something we do regularly today and, while I'm not directly involved in this and don't know the specifics, I understand that it's a well-trodden path and there's a solution that can supply the required ringing voltage & power in scenarios that have a high number of extensions. Maybe others on GZ can enlighten us?

2. For your business clients we should discuss options. Our objective is to upgrade all the customers with, ideally, a single site visit. We are therefore contacting all customers prior to the technician visiting to ensure we have the right solution. We are not attempting to upgrade the more complex customer configurations in January, these are likely to start in March, so we have a bit of time. Send me a personal message and we can discuss customer specifics.

Hamish

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#2629440 2-Jan-2021 17:52

I was just speaking to someone about the T Box withdrawal and asked if they had been contacted yet. They responded no, but that they did receive a letter about a month ago stating that their Sky portion of the account would soon be split away from Vodafone and they would need to pay Sky directly. They were notified twice. Since I have never received such a notification myself I suspected it could be some scam. Could someone please verify.

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#2629445 2-Jan-2021 18:13

Eva888: I was just speaking to someone about the T Box withdrawal and asked if they had been contacted yet. They responded no, but that they did receive a letter about a month ago stating that their Sky portion of the account would soon be split away from Vodafone and they would need to pay Sky directly. They were notified twice. Since I have never received such a notification myself I suspected it could be some scam. Could someone please verify.

Who you were speaking to must have a Sky branded set top box and are paying for it on their Vodafone Bill (otherwise known as ‘Sky Reseller’). There was some work to either migrate these customers to Vodafone TV or move them back to paying Sky direct. I understand this is currently on hold over the Christmas/New Year period.

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#2629446 2-Jan-2021 18:15

Thanks. Good to know. Was a bit concerned.

quickymart

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#2629447 2-Jan-2021 18:18

That reminds me of when Telecom stopped reselling Sky, around 2014 from memory. It was quite convenient having it on the one invoice, but after having to pay for it for 12 months (it was free up until that point as I worked at Telecom) I found I didn't watch it enough and cancelled it.

I do recall it was quite difficult for some customers though, who were used to having it all on their Telecom invoice, and then having to start paying Sky directly for it.

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#2629636 3-Jan-2021 10:57

sansom:

2. For your business clients we should discuss options. Our objective is to upgrade all the customers with, ideally, a single site visit. We are therefore contacting all customers prior to the technician visiting to ensure we have the right solution. We are not attempting to upgrade the more complex customer configurations in January, these are likely to start in March, so we have a bit of time. Send me a personal message and we can discuss customer specifics.

Thanks @sansom no doubt they will contact us when they get their Dear John letter - and I will make contact with you to discuss options

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#2629749 3-Jan-2021 16:14

nztim:

sansom:

2. For your business clients we should discuss options. Our objective is to upgrade all the customers with, ideally, a single site visit. We are therefore contacting all customers prior to the technician visiting to ensure we have the right solution. We are not attempting to upgrade the more complex customer configurations in January, these are likely to start in March, so we have a bit of time. Send me a personal message and we can discuss customer specifics.

Thanks @sansom no doubt they will contact us when they get their Dear John letter - and I will make contact with you to discuss options

Small point of clarification: we're not sending any "Dear John" letters.

We're sending a "Great news... you're getting all this new shiny gear and a technician to install it for free letter" ! :-)

Hamish

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#2629755 3-Jan-2021 16:47

sansom:
nztim:

Thanks @sansom no doubt they will contact us when they get their Dear John letter - and I will make contact with you to discuss options

Small point of clarification: we're not sending any "Dear John" letters.

We're sending a "Great news... you're getting all this new shiny gear and a technician to install it for free letter" ! :-)

I hope so. the Spark letters to one of our customers about the CPC NEAX shutdown on 31 March went along the lines of “If you don’t migrate by this date your services will be relinquished”

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prevaljo

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#2630238 4-Jan-2021 14:34

sansom:
nztim:

Thanks @sansom no doubt they will contact us when they get their Dear John letter - and I will make contact with you to discuss options

Small point of clarification: we're not sending any "Dear John" letters.

We're sending a "Great news... you're getting all this new shiny gear and a technician to install it for free letter" ! :-)

Oh the innocence of youth, you forgot to mention that the "shiny new gear" doesn't actually fully replace the functionality of the old tired gear it replaces.

Fog

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#2630244 4-Jan-2021 14:55

Not looking forward to loosing my T-Box, but is there anything available that will fully replace it.

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