Vodafone are actually a joke.

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone are actually a joke.

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#1114394 24-Aug-2014 08:31

TimA:
johnr: Final invoice $6 in credit and you are upset about this as well? This can be paid out to you if you wish

Cant pay out a credit that was applied by Vodafone. Can pay out an over payment.

I think the above is a good summary for many when it comes to VF experiences. Theres a strong left hand / right hand element and an air gap in the mid space often only inhabited by customers in transitions

tehgerbil

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#1114493 24-Aug-2014 11:49

Thank you everyone for your feedback.
For those saying my fault really doesn't lie with Vodafone, perhaps more info would shed some light.

Raised the job with vodafone:
"Ah, so your phone jack doesn't work.
"Hold on the line, I'll get the technical team to run some tests on your line."
Me: "No. as in a physical error in the phone line."
Vodafone: "Oh, well then we're going to charge you for fixing that."
Me: "No. Talk to your manager please, this was working before Chorus installed VDSL, broken afterwards."

**ten minutes later**
"Ah, I've spoken to my manager, if this is proven to be Chorus, then we won't charge you. Otherwise we definately will."

..Heard nothing for 2 weeks..

Received a flurry of txt messages - around 8 in all. Ranging from: job raised, job closed, job scheduled, job closed.
Phone Vodafone, techy scheduled for 3pm that day. Techy phones at 11am, "Hi Bob here from Chorus, I'm in your neighbourhood. I'll be coming around soon." This is a Friday, so neither my wife nor I are home, and I can't just leave work not knowing when this guy's coming around.
Dial his number, rings once then goes to fax.
Phoned Vodafone to ask if I can get in contact with the Contractor and get a time he'll be around at my house.
Service Desk: "No, chorus are not coming around until 3pm.."

Go home at lunch.

Voicemail on the home machine: "Hi <me> Bob here. I can hear your phone ringing inside, this must mean your phone jack's working. I'm leaving a card to call if you want to get us back around."
Phoned Vodafone. Absolutely assured Chorus were coming at 3pm. We have no record anywhere of Chorus going earlier."
5pm later that day... No Chorus, phoned Vodafone: "Oh, well then you'd better phone the card to call and get Chorus back."
Chorus call centre: "Hi <me>, no we can see here the technician resolved your case as he could hear the phone ringing. If you need Chorus to still investigate the problem, please get your service provider to raise a new job."

At this stage, by the way, my wife is very heavily pregnant, around 38 weeks. Spoke to vodafone, "Hi guys, can I please get someone around to fix this, Chorus have closed the job, I refuse to wait another 2 weeks with no communication before another useless Chorus techy comes around to my house only close the job and while I have a newborn to worry about."

No word from vodafone, complain to TDR.

Techy phones me 2 days later while my wife's in hospital.
I leave my 2 day old son to sort this farce out.
He comes around, out of the 4 cables leading from the newly installed jack point, to the broken extension jack point only 1 was connected.
Out of of the 2 twisted pairs, it was only 1 of the wrong pair which was connected.
Chorus reconnect broken cable. Test jack, all working.

At this stage, due to having Fibre (VOIP) I need to disconnect my external line to make the house a LAN for the phone cable.
I leave it until my father in law (who's an electrician) comes back from holiday. First thing I do is connect the modem to the newly fixed jack point.
Doesn't work.
..Spend 2 hours in my roof cavity with father in law tracing the rats nest of our cabling system..

Last ditch effort before double checking everything should be working, I rip out the cables Chorus installed, and using my father in laws specific tool reconnect it.
Phone works.

..Go to mailbox, find invoice from Vodafone for technicians work, which I just spent 3 hours refixing...

Happy days.

gzt

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#1114504 24-Aug-2014 12:32

tehgerbil: ..Heard nothing for 2 weeks..

That certainly stands out. (well that and the low level notifications).

quickymart

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#1114701 24-Aug-2014 18:37

I hope you're not paying that bill. I certainly wouldn't.

NikT

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#1115902 26-Aug-2014 14:51

Please send me a private message with your account number, I'd like to take a look at that technician callout charge for you if it hasn't been sorted already - can at least stop you being sent endless statements that are $6.00 in credit. :)

Ta,

- Nik

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

ArcticSilver

729 posts

Ultimate Geek

#1115919 26-Aug-2014 15:32

It is very sad to read this, but in my experience this is not uncommon.

What I cannot believe is the number of people saying this is not Vodafone's fault. It is absolutely their fault! They chose to supply the service, they chose to go with Chorus. I know in a lot of cases Chorus may be the only option, but this does not make it any less their fault!

I'm in business, if one of my wholesalers/partners stuffed me up for my client I would take fully responsibility. If there was an issue I would take ownership of it and follow it up, making sure it is resolved in a acceptable and timely manor. It is not alright for a provider to fob it off to one of their upstream suppliers!

I would love to see more providers take ownership of these issues and be on Chorus's tail to resolve this issue, the onus should not be on the customer!

sbiddle

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#1115921 26-Aug-2014 15:34

tehgerbil:
At this stage, due to having Fibre (VOIP) I need to disconnect my external line to make the house a LAN for the phone cable.
I leave it until my father in law (who's an electrician) comes back from holiday. First thing I do is connect the modem to the newly fixed jack point.
Doesn't work.
..Spend 2 hours in my roof cavity with father in law tracing the rats nest of our cabling system..

Last ditch effort before double checking everything should be working, I rip out the cables Chorus installed, and using my father in laws specific tool reconnect it.
Phone works.

..Go to mailbox, find invoice from Vodafone for technicians work, which I just spent 3 hours refixing...

Happy days.

Are you sure that he fixed something that was broken? By all accounts it sounds like you simply undid the work done by the Chorus tech (which wasn't a fault) that would have involved the installation of a master filter so that not all jack points will deliver xDSL services?

Ultimately at the end of the day internal wiring is owned by the property owner, not Chorus or your ISP.

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tehgerbil

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#1115927 26-Aug-2014 15:50

<snipped>
sbiddle you sound like you're trolling me. If so, well done.

Otherwise liken it to this:

You have a TV.
The remote stops working.
You send it away, they resolder a new IR detector.
2 weeks later the IR detector stops working again
You take it back and the workman replaces it again and it works for many months.

Is that the users fault it stopped working after 2 weeks?

sbiddle

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#1115940 26-Aug-2014 16:06

tehgerbil: sbiddle, are you kidding me?
Knowing Chorus's previous standard of workmenship (ie: non existant) then why wouldn't the fault lie with the workman for not connecting the wire securely enough for it to work for the 2 weeks?
I understand it's my wiring, but the only people to touch this wiring was Chorus.

It's very hard to read your posts but from what I can establish your issue was that a modem didn't work when plugged into a jack point in your premises when you tried to connect it.

When your VDSL2 was installed a dedicated xDSL only jack would have been installed. Was this the one you tried to plug the modem into? If not then it's not going to work without undoing the Chorus wiring.

tehgerbil

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#1115941 26-Aug-2014 16:10

No. You are quite incorrect. Please reread my post. Many others have made sense of it.

Coil

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#1115954 26-Aug-2014 16:21

sbiddle:
tehgerbil: sbiddle, are you kidding me?
Knowing Chorus's previous standard of workmenship (ie: non existant) then why wouldn't the fault lie with the workman for not connecting the wire securely enough for it to work for the 2 weeks?
I understand it's my wiring, but the only people to touch this wiring was Chorus.

It's very hard to read your posts but from what I can establish your issue was that a modem didn't work when plugged into a jack point in your premises when you tried to connect it.

When your VDSL2 was installed a dedicated xDSL only jack would have been installed. Was this the one you tried to plug the modem into? If not then it's not going to work without undoing the Chorus wiring.

Quite correct in the manner that the VDSL install will always have a splitter with it when with Vodafone. They only do Full installs.
Wouldn't surprise me if it was the case they were not using the correct jack point. Given it was installed correctly and not removed.

sbiddle

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#1115976 26-Aug-2014 16:55

tehgerbil: <snipped>
sbiddle you sound like you're trolling me. If so, well done.

Otherwise liken it to this:

You have a TV.
The remote stops working.
You send it away, they resolder a new IR detector.
2 weeks later the IR detector stops working again
You take it back and the workman replaces it again and it works for many months.

Is that the users fault it stopped working after 2 weeks?

I'm not trolling you. My job is to fix stuff and to be completely honest I know my stuff.

Having once again reread every post on here of yours I still consider this the most likely cause to be you were trying to use a jack for xDSL (that was not suitable) after a master filter had been installed. I don't care for soap box posts and have no loyalty to any company, I just offer suggestions on how to fix things.

Jaxar

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#1116005 26-Aug-2014 17:12

sbiddle:
tehgerbil: <snipped>
sbiddle you sound like you're trolling me. If so, well done.

Otherwise liken it to this:

You have a TV.
The remote stops working.
You send it away, they resolder a new IR detector.
2 weeks later the IR detector stops working again
You take it back and the workman replaces it again and it works for many months.

Is that the users fault it stopped working after 2 weeks?

I'm not trolling you. My job is to fix stuff and to be completely honest I know my stuff.

Having once again reread every post on here of yours I still consider this the most likely cause to be you were trying to use a jack for xDSL (that was not suitable) after a master filter had been installed. I don't care for soap box posts and have no loyalty to any company, I just offer suggestions on how to fix things.

As per OP customers services are actually working. Nothing to fix from that perspective. I suspect if this made it to TDR that VF's complaints team already got to the bottom of what the issue is. Unless I've misunderstood the OP's intention and he is not trying to work out how his services got broken there isn't much we GZ members (VF staffers and otherwise) can add to help him.

Please note: I have a professional bias towards Vodafone.

tehgerbil

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#1116007 26-Aug-2014 17:27

sbiddle,

Ok, I now understand where you're coming from. My post is not easy to read, but after several retypes that was most logical way I could see of writing it. (It's far from perfect.)

I do get what you mean, how my wiring works might help?

Prior to VDSL:
Central cable comes in to house to 1 jack point.
At this 1 jack point, extension come out to other jackpoint.

After VDSL
2 cables come in to the same jack point.
1- VDSL
1- Phone line
The installler advised that VDSL would only work on 1 jack point. (I understood this as he wired it up for cat5 to the weird blackbox sitting under my eaves called "internet" (or similar..)
The installer also advised my other jack points will still work like normal.

What he had to have done is unplug the extension when he split the incoming and installed the new jackpoint.
The original installer failed to connect the extension, leaving only 1 wire plugged in (out of 4..)

Jaxar is correct, the point of this isn't for assistance. I only want to bring this to the public arena to just say "Hey guys, this isn't on. Please communicate better."

I understand from lurking here for a few years this was one of the better places to post it, If I'm wrong, and the admin may delete this thread with my blessing. :)

jeffnz

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#1116035 26-Aug-2014 18:07

tehgerbil: sbiddle,

Jaxar is correct, the point of this isn't for assistance. I only want to bring this to the public arena to just say "Hey guys, this isn't on. Please communicate better."

I understand from lurking here for a few years this was one of the better places to post it, If I'm wrong, and the admin may delete this thread with my blessing. :)

I get your frustration but your thread title and some posts would point to a rant that generally isn't received well as you will know from lurking. I don't think "Vodafone are actually a joke"as being anything close to "Hey guys, this isn't on. Please communicate better."

just saying as I see it but from my time on GZ I've seen better approaches and also those that help freely of their time respond to actual requests for help rather than grand standing/soapboxing/rant/ whatever

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