Horrendous Vodafone Customer service

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NickR1

91 posts

Master Geek

One NZ

#2660121 20-Feb-2021 16:34

cyberevolved:

What's my beef? speed... Fibre Max that's barely any better than Fibre 100.... They are determined to treat me like a novice user, and repeat the same old scripts about local modems, and laptops etc... which frustrates me, as I am an IT professional myself, and I know the drill.

If you PM me your details I'm happy to double check. The scripts may be repetitive but if you're getting above 100Mbps down it usually means you're on the right profile and 99% of the time the issue is the customer's CPE. You'd be surprised how many "IT professionals" think their 5 year old laptop can utilise gigabit speeds.

cyberevolved

4 posts

Wannabe Geek

#2660396 21-Feb-2021 09:58

NickR1:

cyberevolved:

What's my beef? speed... Fibre Max that's barely any better than Fibre 100.... They are determined to treat me like a novice user, and repeat the same old scripts about local modems, and laptops etc... which frustrates me, as I am an IT professional myself, and I know the drill.

If you PM me your details I'm happy to double check. The scripts may be repetitive but if you're getting above 100Mbps down it usually means you're on the right profile and 99% of the time the issue is the customer's CPE. You'd be surprised how many "IT professionals" think their 5 year old laptop can utilise gigabit speeds.

Thank you for the reply, and to be more specific I am a "network" IT professional and I totally agree with the sentiment that it is rarely "the" network. In my humble opinion I have been patient and thorough in troubleshooting my CPE devices. So in this instance something else is not right - I am not disputing the steps taken so far by Vodafone - it's on the correct profile but it is clearly not performing as I would expect for a Fibre connection, and that is why I have suggested Chorus get involved.

One thing I have no way of knowing currently is how far away the ONT at my residence is from the street-cabinet and/or exchange for example all of which have a part to play in performance. I neither want nor expect full speed of 900/450Mb/s but something in the ballpark of 700/300Mb/s would be nice. If not, a technical explanation for why the speed is what it is, would also be an acceptable outcome. That way I can be properly informed about what I choose as a fibre broadband consumer.

Also hypothetically in a hyper-fibre world; which is one I can apparently explore where I live currently - I don't expect to enjoy a full 2Gb/s or 4Gb/s but more likely I will get something in the region of 1.4Gb/s or 3.6Gb/s

It's not that fact I haven't got a resolution or a fix yet that is currently annoying me the most. It's the very one sided approach to customer service - proactive updates are more of an after-thought in my experience or need to be prompted by a phone call from me first; also my Twitter DM's have sat un-responded to or acknowledged since Friday, I am not inclined to wait multiple weeks - which is why I am being annoying and being "that" customer. I am not looking for tier1/tier2 SLA type responses either, as I am not an enterprise customer ;p

However, surely it is not too much to ask that when a tech or ninja "says" they will call back at a certain time, that they actually endeavor to do so? Instead of a whole day or two later? Or

if you have an online channel such as Twitter - that it doesn't behave like it operates 9-5 Mon-Fri....or maybe it does for DM's? - if so make that abundantly clear to us customers please :) Or at least respond in a fashion that gives us those warm fuzzies that we are cared about... much obliged.

Perhaps a more transparent ticketing system that customers can access and see the updates for themselves would be a possible compromise here?

Mr Paris, what say you? Anything in the pipeline?

cyril7

9058 posts

Uber Geek

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Trusted

Subscriber

#2660397 21-Feb-2021 10:10

cyberevolved:

SNIP.....................

[Thank you for the reply, and to be more specific I am a "network" IT professional and I totally agree with the sentiment that it is rarely "the" network. In my humble opinion I have been patient and thorough in troubleshooting my CPE devices. So in this instance something else is not right - I am not disputing the steps taken so far by Vodafone - it's on the correct profile but it is clearly not performing as I would expect for a Fibre connection, and that is why I have suggested Chorus get involved.

One thing I have no way of knowing currently is how far away the ONT at my residence is from the street-cabinet and/or exchange for example all of which have a part to play in performance. I neither want nor expect full speed of 900/450Mb/s but something in the ballpark of 700/300Mb/s would be nice. If not, a technical explanation for why the speed is what it is, would also be an acceptable outcome. That way I can be properly informed about what I choose as a fibre broadband consumer.

Within the realms of reality (lets say 8km line length) fibre connections (p2p or GPON) behave the same regardless of line length, so that is not a reason.

Cyril

Linux

11391 posts

Uber Geek

Trusted

Lifetime subscriber

#2660398 21-Feb-2021 10:14

cyril7:

cyberevolved:

SNIP.....................

[Thank you for the reply, and to be more specific I am a "network" IT professional and I totally agree with the sentiment that it is rarely "the" network. In my humble opinion I have been patient and thorough in troubleshooting my CPE devices. So in this instance something else is not right - I am not disputing the steps taken so far by Vodafone - it's on the correct profile but it is clearly not performing as I would expect for a Fibre connection, and that is why I have suggested Chorus get involved.

One thing I have no way of knowing currently is how far away the ONT at my residence is from the street-cabinet and/or exchange for example all of which have a part to play in performance. I neither want nor expect full speed of 900/450Mb/s but something in the ballpark of 700/300Mb/s would be nice. If not, a technical explanation for why the speed is what it is, would also be an acceptable outcome. That way I can be properly informed about what I choose as a fibre broadband consumer.

Within the realms of reality (lets say 8km line length) fibre connections (p2p or GPON) behave the same regardless of line length, so that is not a reason.

Cyril

IT professional how many times have we heard this on GZ and the end user has an Ethernet port of 100Mbp/s

Length of fibre does not matter as pointed out above

cyberevolved

4 posts

Wannabe Geek

#2660399 21-Feb-2021 10:15

cyril7:

cyberevolved:

SNIP.....................

[Thank you for the reply, and to be more specific I am a "network" IT professional and I totally agree with the sentiment that it is rarely "the" network. In my humble opinion I have been patient and thorough in troubleshooting my CPE devices. So in this instance something else is not right - I am not disputing the steps taken so far by Vodafone - it's on the correct profile but it is clearly not performing as I would expect for a Fibre connection, and that is why I have suggested Chorus get involved.

One thing I have no way of knowing currently is how far away the ONT at my residence is from the street-cabinet and/or exchange for example all of which have a part to play in performance. I neither want nor expect full speed of 900/450Mb/s but something in the ballpark of 700/300Mb/s would be nice. If not, a technical explanation for why the speed is what it is, would also be an acceptable outcome. That way I can be properly informed about what I choose as a fibre broadband consumer.

Within the realms of reality (lets say 8km line length) fibre connections (p2p or GPON) behave the same regardless of line length, so that is not a reason.

Cyril

Thanks for the reply, in which case I will patiently wait a bit longer to see

a) If Chorus get involved.

b) I get swept under a carpet somewhere for being such an annoying customer ;p

c) I bite the bullet and apply for Hyperfibre anyway

cyberevolved

4 posts

Wannabe Geek

#2660401 21-Feb-2021 10:22

Linux:

SNIP......

IT professional how many times have we heard this on GZ and the end user has an Ethernet port of 100Mbp/s

Length of fibre does not matter as pointed out above

My CPE devices all worked great at my previous residence - and to get back on topic - this isn't a post about speed, it's about customer service :)

quickymart

13925 posts

Uber Geek

ID Verified

#2662804 25-Feb-2021 21:01

https://www.nzherald.co.nz/business/vodafone-nz-losing-200-staff-including-two-key-execs/LWIIIDK6ZHAEZVQPPIG3LQ6AHU/

I wonder what their customer service will be like now, given they are letting staff go?

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Spyware

3761 posts

Uber Geek

Lifetime subscriber

#2662808 25-Feb-2021 21:12

And after they restructure they'll lead the pack. I'm sure tobi will the smartest bot on the block closely followed by the CSRs.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

quickymart

13925 posts

Uber Geek

ID Verified

#2662819 25-Feb-2021 22:08

That would be nice, but I must admit I would consider that a bit of a stretch at the moment.

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