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

Forums › One NZ (including Farmside) › Vodafone T-Box Service Withdrawal (incl DOCSIS 2.0 & 3.0 Modems)

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#2739811 6-Jul-2021 16:33

Note: from 10 July, if you don't power off a DOCSIS 2.0 modem then it will remain connected for a while (until it next needs to authenticate). DOCSIS 3.0 and 3.1 modems remain unaffected. Tbox set top boxes connected via cable will also likely keep operating for a few more days also (as they also rely on the DS2.0 cable modem authentication).

Hamish

scottjpalmer

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#2742074 10-Jul-2021 12:21

I'm surprised there hasn't been a post in this thread today...

sansom

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#2742110 10-Jul-2021 13:53

scottjpalmer: I'm surprised there hasn't been a post in this thread today...

Ha! I'm glad, but don't want to celebrate yet.. noting that DOCSIS 2.0 modems may keep going for a few more days after 10 June if you leave them powered on (it's the authentication that will stop first).

Hamish

sleemanj

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#2743144 12-Jul-2021 14:03

Bah. Was hoping it would hold on until the 14th when Downer finally arrives, but modem just de-authed.

Skinny to the rescue with 4G tether for the next couple days.

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James Sleeman
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nztim

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#2743423 12-Jul-2021 20:16

End of an ERA today

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

Tatou

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#2743429 12-Jul-2021 20:31

Just had a person post on I love Karori Facebook page

"Hay all, has anyone done this tvswap thing by Vodafone? They just switched off our freeview and we have to sign up to Sky. I'm not that keen but need to get the tv back working, can anyone give me any advice please? I'd be happy to switch internet providers as well, apparently we are using 'legacy' equipment"

I am trying to help them by pointing them in the direction they need to go

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Wutangyfruits

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#2744115 14-Jul-2021 14:44

Has anyone else had issues with downer not calling them? I got through with vodafone on June 10 and after 3 weeks I didn't get a call from downer. Called vodafone again last Wednesday was told the job was lodged on the 15th but since nothing had come of it the person from vodafone decided to redo the process. A week later and still nothing.

sleemanj

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#2744206 14-Jul-2021 17:35

Wutangyfruits: Has anyone else had issues with downer not calling them?

Story of my life. See all my posts in this thread, between Vodafone and Downer, it's a complete schmozzle.

Downer were supposed to turn up today, I never had any indication of time from them so I dragged myself out of bed early. Midday rolls around and a txt arrives that the tech is sick and they would try and send another, wait around all day. 5.20pm rolls around and nobody has arrived, so I call them to see what's going on. Wasn't even scheduled, now rescheduled for tomorrow afternoon. I am patient, but after starting trying to get this sorted a month ago, my patience has worn very VERY thin now.

Anyway basically, seems if you want to get your ball rolling, you should get your Downer order number from Vodafone (MSDxxxxxxxxxx) and call them directly, 0508369637 Option 2 then Option 1. Perhaps @NickR1 could help you out with getting that order number.

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James Sleeman
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freitasm

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#2744228 14-Jul-2021 18:38

sansom:
freitasm:

I am baffled by anyone at Vodafone thinking "Sky will call (or you can call Sky directly) to discuss your current Tbox services and pricing." will work.

Anyone wants to place bets on customers calling SKY, being told SKY knows nothing about this "deal" and then being upsold some other product/service and being charged more than once?

Sorry but I just don't trust this will work without problems - for months and years to come.

Hi @freitasm, this has visibility across all of Sky up to CEO level. We meet almost daily with the Sky team to discuss progress and any issues. Vodafone and Sky both have NZ-based call centre teams trained to handle customer questions and bookings. We are both investing in new hardware and technician visits to make this happen to ensure Vodafone's loyal Tbox customers continue to receive the best broadband and pay TV services and value available (as they have for many years already).

So, I'm happy to place a bet! (condition is that the Tbox customer call is placed after receiving the Vodafone direct communication letter/email/Tbox UI message)

Quote from 15 April. Customer services obviously didn't follow with process and were not told this is visible to CEO level.

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sleemanj

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#2744542 15-Jul-2021 12:18

Woohoo. Downer man arrived earlier than expected, knew what he was doing, and got it all up.

He did need to call Vodafone and get the plan reprovisioned as it was only getting 50MBps down, good job he did a speed check before calling it done.

Fingers crossed it's another 20 years before this needs to be done again.

On the bright side, I did learn that I could make do with 4G broadband without difficulty long term if I had to.

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James Sleeman
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Tatou

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#2744546 15-Jul-2021 12:28

Good speed results

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

cyril7

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#2744548 15-Jul-2021 12:42

Lot of latency though for a connection in ChCh to a ChCh server.

Cyril

Fog

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#2744552 15-Jul-2021 12:53

Great speed results. I had a ping of 11 for a while but now get 21 consistently. Speed around 300 D/L and 100 U/L.

Still better than I got before the change-over.

geoffwnz

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#2745119 16-Jul-2021 11:55

I had a similar experience to Sleemanj with, after finally braving the atrocious hold "music" for long enough to talk to a human about VF removing the T-Box, I got told they'd need a tech booked to upgrade my modem and that I'd get a new plan with faster speeds.

This intrigued me as I was already on the fastest speed the cable could provide and have been since the Max plan came out some years ago.

After some discussions it turned out that no, I was already on the fastest plan and that it would however be cheaper and that Downer would contact me shortly to book a tech.

Two weeks later with no tech call, I received a router on my doorstep. Unsure what I was supposed to do with an unwanted router, I called up again.

Took quite some discussion for the CSR to finally figure out that what they had told me and provided did not match and that I did not want to replace my perfectly good mesh router system with a generic home hub and that I knew the difference between a modem and a router.

I also got told that I did, in fact, also have a new account now as it had been migrated to the new system. This was not previously mentioned.

So, as it currently stands, the "new plan" is significantly cheaper because I have not been billed since May. I have no way to access my account because I do not have any sort of password to log in to the new account number that was "helpfully" buried in the middle of a wall of text email. And the previous account number comes up with invalid account or password.

I also still have the T-Box and its modem attached to the wall despite letters suggesting that it needed to be picked up.

"Shambles" is a good description of any attempt at interaction with VF, even if the "change" is not of my requesting but from VF themselves. CSR's seem to have zero idea what VF provides or how to provide anything other than one single script that they cannot or are unable to deviate from. Trying to get them to understand any scenario that doesn't fit their script is an exercise in frustration and no subsequent contact ever seems to have a clue about prior interactions. Maybe those "calls that are recorded for training" could be logged on the accounts so they can go back and listen to what was asked for.

MotorDrive Rallying

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#2745127 16-Jul-2021 12:11

Jason Paris could listen to the calls every night to put him to sleep. Great idea.

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