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kharris
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  #1626136 8-Sep-2016 23:49
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Kodiack:

I feel like I'm partially to blame for this arguing, so let me reiterate: My initial post tonight was largely tongue-in-cheek, and no, I do not have any expectation whatsoever of gigabit connectivity the moment October rolls around. I am quite happy with my connection now, and I'm grateful that we can have such a now-solidly-performing line when we would otherwise be limited to VDSL. I would have personally switched months ago were it not for my flatmates insisting we stay with Vodafone, but now that the congestion has seemingly been sorted, I've been consistently pleased with the results.


However, I do hope that Vodafone will potentially lower prices a bit to stay competitive. My fear is that if Vodafone cannot encourage customers to use the cable network, then they will not continue to invest in it. I'm honestly really impressed with the investment that has apparently gone into the network, even in areas that have fibre available. Though choosing between fibre and cable will be a no-brainer: Fibre will be notably less expensive while simultaneously providing several times the bandwidth. If Vodafone wants the cable network to survive, then they need to give it a competitive edge, otherwise the network is basically only here to satiate many customers until fibre is available.


Particularly for the sake of people that won't be getting fibre for several more years, I do hope that Vodafone can continue to give the HFC network the continued love and attention it needs, as they have for these past several weeks. I imagine the DOCSIS 3.1 rollout will be a huge success, but I hope that Vodafone can at least find a way to keep it running as a reliable revenue stream. As frustrated as I've been with Vodafone's slow improvements over these past 1.5 years, I do still hope that they can do well with this network. It's the only thing that some people have for  "ultra" high-speed Internet access. I just hope that - for the sake of competition - Vodafone can also keep it competing with fibre.


Call me cynical and highly sceptical of anything Vodafone says, I still don't want to see them invest all of these resources into such massive upgrades, only for it all to be for naught two years down the road.


Vodafone, I do wish you the best of luck, even if I am the first to come biting at your feet when congestion rears its ugly head. I understand how difficult the business case for pushing these advancements onto this network must be. At the end of the day, you are providing a service for people that would otherwise be stuck with potentially much worse for years to come. When the network is performing as advertised, it is indeed fair to see that cable is UFB-comparable. Heck, keep advertising UFB even when cable's 100 Mbps and fibre's up to 1000 Mbps. I really, honestly do not care - so long as those advertised speeds are realistic. :)



It's not an argument dude, just a different focus point. Nothing wrong with that. I hope they do provide even more bandwidth in future. I'm just not sure it's required in a typical domestic environment.




Kirk




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  #1626212 9-Sep-2016 07:48
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My first week after the node WKH upgrade

Island Bay, cable 100/10, node WKH:

Full line speeds 24/7 - WGT, AUK, SYD, and MEL have all stayed above 100 Mbps.  smile
LAX has occasionally fallen to the 90s.

My TrueNet stats - hourly downstream speeds, averaged over 7 days:

The week before the upgrade:

 

The week after the upgrade:



NOTE These are my own results as measured by TrueNet.

 

YMMV.





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MikeHales
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  #1626347 9-Sep-2016 09:46
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@sideface - good to see!




MikeHales
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  #1626541 9-Sep-2016 13:25
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D-CMTS upgrades for September so far are listed on the Vodafone Community, follows on from the August list published earlier in this thread.

 

Cheers

 

m


Lias
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  #1628033 12-Sep-2016 17:54
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kharris: 

 

Yeah and the latest round of upgrades seem to suggest that is finally being rectified. So the advertised speed (and now witnessed speed) is comperable. Sorry for being positive. Was I supposed to keep dumping on them even though they are clearly making headway. My bad!!!!

 

As a company, TelstraClear and Vodafone after them have misled and evaded the full truth about the issues and it's taken them literally years to start fixing it properly (and the jury is still out!), so no I don't think we should be forgiving them any time soon. It's not like this is one blip in an otherwise unblemished record either, Vodafone NZ is about as trustworthy and customer friendly as Gattung era Telecom. Spark have done a really good job of shaking out all the Telecom era institutional evil (I think it mostly went to Chorus personally), but Vodafone is still trying to live in the good old days of treating it's customers like the enemy and wringing every last cent out of them.

 

 

 

 

 

 





I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.


kharris
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  #1628275 13-Sep-2016 00:15
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Lias:

kharris: 


Yeah and the latest round of upgrades seem to suggest that is finally being rectified. So the advertised speed (and now witnessed speed) is comperable. Sorry for being positive. Was I supposed to keep dumping on them even though they are clearly making headway. My bad!!!!


As a company, TelstraClear and Vodafone after them have misled and evaded the full truth about the issues and it's taken them literally years to start fixing it properly (and the jury is still out!), so no I don't think we should be forgiving them any time soon. It's not like this is one blip in an otherwise unblemished record either, Vodafone NZ is about as trustworthy and customer friendly as Gattung era Telecom. Spark have done a really good job of shaking out all the Telecom era institutional evil (I think it mostly went to Chorus personally), but Vodafone is still trying to live in the good old days of treating it's customers like the enemy and wringing every last cent out of them.


 


 


 



Nowhere did I say forgive. Just trying to frame things in a positive manner. From your statement I assume you are not a Vodafone customer currently so it doesn't matter to you anyway. You seem pretty happy to fly the spark is wonderful banner though..... after many many years of.... In fact I'm not going to waste my breath. I give up.




Kirk


Lias
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  #1628484 13-Sep-2016 11:59
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kharris: 

 

Nowhere did I say forgive. Just trying to frame things in a positive manner. From your statement I assume you are not a Vodafone customer currently so it doesn't matter to you anyway. You seem pretty happy to fly the spark is wonderful banner though..... after many many years of.... In fact I'm not going to waste my breath. I give up.

 

I'm currently a Vodafone cable customer, and have been for some time. 

 

 





I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.


 
 
 

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kharris
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  #1628485 13-Sep-2016 12:02
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Lias: I'm currently a Vodafone cable customer, and have been for some time. 

 

 

Why? You clearly don't like them.





Kirk


Lias
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  #1628748 13-Sep-2016 16:48
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kharris:

 

 

 

Why? You clearly don't like them.

 

 

Not at all, I'm just not satisfied with the service (both in the cable speed and customer service sense) that they have been providing. Short answer to why I'm still a customer is that it's currently the best option for the property where I have said services. I just want them to actually provide good service in both the aforementioned contexts, I don't think that's really that much to ask.

 

 





I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.


MikeHales
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  #1628754 13-Sep-2016 17:07
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Lias:

 

kharris:

 

 

 

Why? You clearly don't like them.

 

 

Not at all, I'm just not satisfied with the service (both in the cable speed and customer service sense) that they have been providing. Short answer to why I'm still a customer is that it's currently the best option for the property where I have said services. I just want them to actually provide good service in both the aforementioned contexts, I don't think that's really that much to ask.

 

 

 

 

Thanks for that feedback. Specifically what can we do differently - assuming we're already working through congestion with upgrades etc.


Lias
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  #1629025 14-Sep-2016 00:37
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MikeHales:

 

Thanks for that feedback. Specifically what can we do differently - assuming we're already working through congestion with upgrades etc.

 

 

You are making progress, the latest round of upgrades seems to have helped, and call centre wait times are down.

 

But.. things you could work on off the top of my head.

 

  • Your call centres are still staffed by poorly trained foreigners who are for the most part frustrating to deal with, and seem to not have any real ability to help, escalate, or give credits. People like Gary, Byron, John etc over the years have provided great support via GeekZone, but invariable any experience as a random customer ringing the call centres has been (and continues to be) a painful exercise in frustration.
  • Proactively communicate things. For instance Vodafone should have been emailing every customer on every cable node suffering congestion issues and apologising, and offering regular updates, instead most people were in the dark, only those who frequent GZ really knew much about what was going on, and even then it was just years of "the fix is coming". Another would be when new deals or packages are released, or current ones grandfathered. Right now you don't tell people when they could be on a cheaper plan for the same services, or a better plan for the same money. 
  • Give out credits. I've heard that some people were getting credits and discounted/free services, but seriously how hard would it have been for Vodafone to acknowledge the issues and just proactively give people credits, rather than making them fight and deal with the above mentioned call centres of doom.
  • Hurry up with unifying, and simplifying the billing systems. Multiple bills are bad, multiple bills that are confusing are worse. Charging for something then crediting rather than just presenting it as one line zero rated is bad enough, it's even worse when the charge and the credit are on different pages under different headings. 
  • React to market changes faster. My employer monitors it's competition and responds daily, Vodafone can take months and months to offer better plans when its competitors release things.
  • It feels like Vodafone doesn't appreciate it's customers, or see them as anything other than a revenue stream. 
  • With the HFC network specifically, for the love of god put an end to 50/2. The lowest fibre upstream is 10mb, so should HFC.
  • Allow customers in HFC areas that have UFB availability to switch to UFB. 

About all I can think of, but it's late, I'm sure I can think of more when I'm more awake.

 

 *edit* You could just about sum up half of what I said by saying that Vodafone is badly in need of adopting a new corporate mentality as that espoused by the late Alan Martin that could be summed up as "people first, profit second"  and "if it's not right we'll put it right and it's the putting right that counts"

 

 

 

 





I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.


Lias
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  #1630413 14-Sep-2016 17:54
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Just to add, Vodafone having been convicted 4 times in the last 5 years for Fair Trading Act violations and another 6 figure settlement payout as per the papers today really doesn't help the perception that they don't care about their customers (or that your bills are easy to understand!)

 

 

 

 

 

 





I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.


quickymart
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  #1630429 14-Sep-2016 18:24
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A unified billing system would not be easy to implement. Remember there are a plethora of legacy companies, all with their own distinctive billing platforms.

 

I agree with the comments re ditching the overseas call centre however - having that is just a waste of time and completely negating any possible savings that might be being made from having it outsourced.


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  #1630434 14-Sep-2016 18:47
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quickymart:

 

<snip>  I agree with the comments re ditching the overseas call centre however - having that is just a waste of time and completely negating any possible savings that might be being made from having it outsourced.

 

 

+1

 

A local call centre is a BIG PLUS.

 

I know that it costs more, but I want to talk to a Kiwi when I call a Kiwi company with a Kiwi problem.  wink

 

[disclosure - I used to live next door to my (then) ISP's call centre in Auckland - you can't get more local than that - and wait times were short]





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  #1630585 15-Sep-2016 00:57
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quickymart:

 

A unified billing system would not be easy to implement. Remember there are a plethora of legacy companies, all with their own distinctive billing platforms.

 

 

yes it would, ditch the old legacy systems and move everyone to their main system


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