The convoluted maze that is contacting Vodafone

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Awrrr
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#1303165 12-May-2015 21:45

johnr: @netspanner you can't please everyones music taste but what basic fault checking have you done on your side like scan PCs with Malwarebytes (free edition) checked for anything nasty that should not be on them?

Search Geekzone about port 53 DNS

The last person that complained about high data usage here on Geekzone I personally went and visited in Takapuna and yes PC had a virus on it,

John

Viruses aside, do you seriously believe that anyone actually appreciates any of the screechy low-res 'music' they are forced to put up with on any voicemail system while waiting to talk to someone? Whatever idiot decided this was a good idea should be taken out and shot. Far better the system used in Holland and elsewhere that just tells you what your place in the queue is every few seconds. Who thinks anyone calls a help desk to listen to telephone fidelity pop crap?

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johnr

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#1303167 12-May-2015 21:53

Rikkitic:
johnr: @netspanner you can't please everyones music taste but what basic fault checking have you done on your side like scan PCs with Malwarebytes (free edition) checked for anything nasty that should not be on them?

Search Geekzone about port 53 DNS

The last person that complained about high data usage here on Geekzone I personally went and visited in Takapuna and yes PC had a virus on it,

John

Viruses aside, do you seriously believe that anyone actually appreciates any of the screechy low-res 'music' they are forced to put up with on any voicemail system while waiting to talk to someone? Whatever idiot decided this was a good idea should be taken out and shot. Far better the system used in Holland and elsewhere that just tells you what your place in the queue is every few seconds. Who thinks anyone calls a help desk to listen to telephone fidelity pop crap?

It's hold music not RTR or top of the pops! Sorry but I don't pick the music it's not part of my job role

raytaylor

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#1303224 13-May-2015 00:40

red_xsi: Honest advice - Move to another ISP

Thats what I will be doing as soon as this bloody contract I got sucked into expires

There is a big misconception here... if the isp is not providing their promised service, then they cannot hold you to early termination fees or other penalty clauses in the contract. Plain and simple.
But you gotta be 100% sure its their fault before informing them you are walking away.

Ray Taylor

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raytaylor

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#1303225 13-May-2015 00:44

johnr:
It's hold music not RTR or top of the pops! Sorry but I don't pick the music it's not part of my job role

Lol thats a good point.
There is some royalty free hold music avaliable for a one-off initial cost, and there is proper pop music.... but newstalk zb is always free.

1) Old people grumbling about my generation always puts me to sleep
2) After waiting 20 minutes, i will have given up my place in the hold queue so i can call up newstalk zb and comment about their topic of the day.

Ray Taylor

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50n0f508

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#1304553 13-May-2015 14:38

raytaylor:
red_xsi: Honest advice - Move to another ISP

Thats what I will be doing as soon as this bloody contract I got sucked into expires

There is a big misconception here... if the isp is not providing their promised service, then they cannot hold you to early termination fees or other penalty clauses in the contract. Plain and simple.
But you gotta be 100% sure its their fault before informing them you are walking away.

So are you saying that because Vodafone still haven't sorted out the problems that cable has encountered since the arrival of Netflix I might be able to leave without cost?

johnr

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#1304567 13-May-2015 15:12

50n0f508:
raytaylor:
red_xsi: Honest advice - Move to another ISP

Thats what I will be doing as soon as this bloody contract I got sucked into expires

There is a big misconception here... if the isp is not providing their promised service, then they cannot hold you to early termination fees or other penalty clauses in the contract. Plain and simple.
But you gotta be 100% sure its their fault before informing them you are walking away.

So are you saying that because Vodafone still haven't sorted out the problems that cable has encountered since the arrival of Netflix I might be able to leave without cost?

First off it's not a promised service but best effort like all consumer grade ISP plans and have you logged a fault for the issue you are having?

A promised service would come with an SLA contract,

50n0f508

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#1304599 13-May-2015 15:24

johnr:
50n0f508:
raytaylor:
red_xsi: Honest advice - Move to another ISP

Thats what I will be doing as soon as this bloody contract I got sucked into expires

There is a big misconception here... if the isp is not providing their promised service, then they cannot hold you to early termination fees or other penalty clauses in the contract. Plain and simple.
But you gotta be 100% sure its their fault before informing them you are walking away.

So are you saying that because Vodafone still haven't sorted out the problems that cable has encountered since the arrival of Netflix I might be able to leave without cost?

First off it's not a promised service but best effort like all consumer grade ISP plans and have you logged a fault for the issue you are having?

A promised service would come with an SLA contract,

Yes I've logged a fault and have a fault ticket number. 10Mbps during peak on a 100Mbps plan for over two weeks is not 'best efforts' by any definition. And the godawful customer service Vodafone provides is just the icing on the turd.

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johnr

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#1304604 13-May-2015 15:30

50n0f508:
johnr:
50n0f508:
raytaylor:
red_xsi: Honest advice - Move to another ISP

Thats what I will be doing as soon as this bloody contract I got sucked into expires

There is a big misconception here... if the isp is not providing their promised service, then they cannot hold you to early termination fees or other penalty clauses in the contract. Plain and simple.
But you gotta be 100% sure its their fault before informing them you are walking away.

So are you saying that because Vodafone still haven't sorted out the problems that cable has encountered since the arrival of Netflix I might be able to leave without cost?

First off it's not a promised service but best effort like all consumer grade ISP plans and have you logged a fault for the issue you are having?

A promised service would come with an SLA contract,

Yes I've logged a fault and have a fault ticket number. 10Mbps during peak on a 100Mbps plan for over two weeks is not 'best efforts' by any definition. And the godawful customer service Vodafone provides is just the icing on the turd.

I have covered that work to improve peak time speed is now in progess and is going to take while before this is complete

(you may not have seen the posts)

Think about the end users that are connected to a overloaded Conklin cabinet in rural locations and they still meet the regulated speed and still pay similar pricing to you,

Sorry I can't add anymore value than this :)

cyberhub

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#1306211 16-May-2015 09:46

Are there any ISP's that make is easy to contact them?

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benokobi

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#1306220 16-May-2015 10:11

cyberhub: Are there any ISP's that make is easy to contact them?

I've found spark to be very good in the past week especially here on geekzone. cbrpilot and talkiet go out of their way to help even when it's obvious theyre not on the job 10-11 PM.

Another ISP I have at another house, bigpipe is quite good. Every time I've had a query it's been replied to before I've checked my emails again.

Most/all ISPs that are represented on geekzone seem to go out of their way to help all the people I've seen with problems outside their line of duty.

freitasm

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#1306223 16-May-2015 10:34

netspanner: I know we don't have any viruses on our machines, I work in the IT area and we just use the broadband at home for browsing the web. All I want to do is to see a chart that tells me when and how much broadband I have been using.

I can't even make an account it it always returns "Mobile number is invalid " for my 027 and my land line.

Sorry to state something you might be aware, but malware drive-by downloads are very common and if you happen to visit a website carrying a payload you may be toast - even what seemingly is an empty page.

You have to make sure you have the latest updates installed, not only for the OS but also for your browser, Flash player, Java runtime, etc. If running Windows I suggest EMET 5.2 at least installed.

As mentioned above, for TCL customers you use a customer number.

netspanner: Well I bit the bullet and rang up, put the phone on speaker and let it run. Eventually I got a polite nice human who told me what my password was and I was able to log in. What a fuss!

So a Vodafone CSR gave you the password? Unbelievable security risk there Vodafone. CSRs shouldn't be able to see a password. Reset and send to the registered email address? Yes, sure. Tell it over the phone to someone who could be social engineering his way to an account? Unbelievably bad.

Demeter

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#1306232 16-May-2015 11:21

freitasm: So a Vodafone CSR gave you the password? Unbelievable security risk there Vodafone. CSRs shouldn't be able to see a password. Reset and send to the registered email address? Yes, sure. Tell it over the phone to someone who could be social engineering his way to an account? Unbelievably bad.

I'm trying to understand why this is such a big deal? There are security checks in place to ID customers before security information such as passwords are released. Its not like the CSR can see credit card details or anything of actual value - why is this a problem?

freitasm

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#1306237 16-May-2015 11:35

Two words: social engineering.

freitasm

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#1306238 16-May-2015 11:38

Also very long reply on why it is bad security practice when back on laptop.

Demeter

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#1306239 16-May-2015 11:39

freitasm: Two words: social engineering.

Hmm... I hear what you're saying, but if the person has such a vested interest and knows enough personal details to pass security checks so they can get an email password, for example, I'm sure they can get the info regardless of whether they are speaking to someone on the phone or using an automated system to retrieve it. Not allowing CSRs to see passwords has so many downsides (support wise) that I don't even know where to begin.

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