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

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone T-Box Service Withdrawal (incl DOCSIS 2.0 & 3.0 Modems)

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#2637432 18-Jan-2021 14:43

Hi, @WyleECoyoteNZ to answer your question, the two cables to your lounge will come from a splitter in the ETP, hence when upgraded it would be reasonable that the splitter can be removed (or in the least the un required leg removed) and just a single run goes to the DOCSIS3.1 Technicolour modem to feed the broadband router, all other HFC coax cabling is redundant.

Cyril

Eva888

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#2637562 18-Jan-2021 20:45

prevaljo:
Let me be picky here. Today I received "the call" from a member of the project team or the service desk who informed me that Downers were going to replace my T-Box with the new upgraded TV Box (pause for laughter) and my landline. I asked him if they were going to do anything else, he went away to find out, apparently they are going to change my HFC to ?. I asked him if there was a speed upgrade and what speed I would be getting, he went away to find out. I was informed that when I saw the new costs for the new service (in an email/quote) it would be more than I'm currently paying but not to worry because it would be reduced to my current monthly charges.

I will receive an email from the rep and later one from Downer setting a time and date for the change.

It starts, one can hope it gets better..

I too got the call. I was asked if I’d had my letter re TBox and that he was just calling to inform me I would be getting a new box and modem in the mail because mine will soon not work. Also that Downer would be contacting me to set everything up. He asked if I wanted any changes to Sky...I said no I want exactly what I have now.

I purposely asked if the phone would be any different..he said no, exactly the same, which surprised me because I know that with the change over I will no longer have copper but voice over broadband. This is misleading and should have been explained when I questioned him because others may not realise the implications to monitored security and medical alarms if power is cut. He also mentioned my package would be less than what I am paying now, which it slightly is...but probably only because of not correctly adding Sky

I just got an email from him with a 'Thanks for renewing your plan.'( I hadn’t agreed to renew anything)

It listed
Unlimited Broadband Data
UltraFast HFC Max
BestMates for home phone
Voice calling over broadband with free calls to NZ landlines^
SKY Starter

I have written back that I presently have Sky Starter including what Is now called Sky entertainment, whereas he only mentions Sky Starter.

Interestingly I’ve also been offered HFC Max. Curious how this will pan out because the tenant downstairs already has it, and a technician told me Vodafone only installs one per household.

There is also this offer per another thread...

'Super! Your broadband will be up and running soon! Once it is connected you’ll be able to redeem SuperWifi for guaranteed wall-to-wall Wifi. Look out for an email link and for more info on our SuperWifi offer.'

Am trying to be optimistic. Let’s see how this goes because a few days ago Chorus made a date for a Fibre installation and Vodafone don’t seem to know.

DjShadow

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#2637582 18-Jan-2021 21:08

I think HFC Max is all they offer on cable now, there used to be a 200mbit option but that is gone now

quickymart

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#2637589 18-Jan-2021 21:44

prevaljo:

Let me be picky here. Today I received "the call" from a member of the project team or the service desk who informed me that Downers were going to replace my T-Box with the new upgraded TV Box (pause for laughter) and my landline. I asked him if they were going to do anything else, he went away to find out, apparently they are going to change my HFC to ?. I asked him if there was a speed upgrade and what speed I would be getting, he went away to find out. I was informed that when I saw the new costs for the new service (in an email/quote) it would be more than I'm currently paying but not to worry because it would be reduced to my current monthly charges.

I will receive an email from the rep and later one from Downer setting a time and date for the change.

It starts, one can hope it gets better..

Sounds like the questions you had weren't on his script hence why he had to go away so much. Was it someone local calling you?

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#2637602 18-Jan-2021 22:20

Eva888:

'Super! Your broadband will be up and running soon! Once it is connected you’ll be able to redeem SuperWifi for guaranteed wall-to-wall Wifi. Look out for an email link and for more info on our SuperWifi offer.'

You and I both know because of the design of your house SuperWifi wont work

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

prevaljo

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#2637634 18-Jan-2021 23:02

The email I received from Voda also referred to me renewing my contract and didn't include all the Sky services I currently have. Having looked at the costings I'm not sure I just want to roll over what I had and may consider another broadband supplier and a move to fibre, and a change to the services I have. To do this I have to call the 0508 888 800 number and wait.. I suspect this number is the service desk Indian hotline..

Another interesting point in the email is the fact that:

"Your next bill will be a little different to your others. That’s because it includes part-month charges which cover everything you use from the date you changed your plan until the end of your first billing month, along with one month in advance."

Which is interesting as I have been a customer for many years and they are forcing me to change. Presumably they are cutting the service I have and then giving me a new service to replace it instantaneously (well almost).

prevaljo

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#2637756 19-Jan-2021 09:17

For anybody who has to deal with Voda on this issue, the 0508 number provided is the standard service desk, if you call it nobody has a clue what you're talking about. The only advice they could offer if you have any questions was to email the sender of the original email, if you do a straight reply the address becomes "no-reply@vodafone.co.nz" so you have to copy and paste the senders address, not a big deal I know but indicative of a company not focused on the customer.

Interestingly the quote provided for the HFCMax broadband and phone line is more expensive than the current costs, and yes the speed/performance is better but as many contributors on GZ have pointed out fibre is the future and there are many providers of fibre broadband at less cost/performance or better performance than the HFCMax being offered.

My question is why haven't Voda set up a project team to deal with this migration, the technology change is simple for the user, but the people interface is important.

Quic Broadband

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sansom

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#2638059 19-Jan-2021 12:24

prevaljo:

Let me be picky here. Today I received "the call" from a member of the project team or the service desk who informed me that Downers were going to replace my T-Box with the new upgraded TV Box (pause for laughter) and my landline. I asked him if they were going to do anything else, he went away to find out, apparently they are going to change my HFC to ?. I asked him if there was a speed upgrade and what speed I would be getting, he went away to find out. I was informed that when I saw the new costs for the new service (in an email/quote) it would be more than I'm currently paying but not to worry because it would be reduced to my current monthly charges.

I will receive an email from the rep and later one from Downer setting a time and date for the change.

It starts, one can hope it gets better..

Hi @prevaljo,

Not picky - that's useful feedback, thanks!

We obviously need to supply the agents with a bit more information so they can better understand how to answer your question on speeds.

If you don't currently have the DOCSIS 3.1 modem and Ultrafast unlimited HFC plan, then you will get a modem upgrade, plan change, and speed increase to download speeds of 700 - 900 Mbps on DOCSIS 3.1. Some T-Box customers are already on ultrafast DS3.1 and won't get an upgrade to their broadband, only a replacement TV device. We'll give this info (and how to look up the customer's modem type) to the agents.

Because some customers don't consider VTV an upgrade to T-Box (although many do) we'll also get the agents to point out it's a TV *replacement* and modem upgrade. We're also creating a detailed VTV user guide, similar to the one supplied with T-Box, as we find many don't understand how to use the upgrades that come with VTV (3 day rewind/catch up/restart via the mini guide using the up/down d-pad buttons, is one example)

Thanks

Hamish

sansom

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#2638068 19-Jan-2021 12:41

prevaljo:

My question is why haven't Voda set up a project team to deal with this migration, the technology change is simple for the user, but the people interface is important.

There is a project team set up and special teams of NZ-based agents. This batch is the first of many thousands of upgrades/TV replacement truck rolls that need to be performed over the next few months before the older modems & T-Box stop working. We have to start somewhere with outbound calling agents who are mostly fairly young, many of whom haven't even seen a T-Box or HFC cable. The agents have been trained, but we will refresh their training and they will get better.

There are other migrations and upgrades running in parallel with this as Vodafone upgrades it's systems. If you ring the number supplied in the T-Box / HFC letter, you can leave a message and then agents who are familiar with this migration programme will call you back (usually within 24 hours).

Hamish

sansom

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#2638075 19-Jan-2021 12:59

prevaljo:

The email I received from Voda also referred to me renewing my contract and didn't include all the Sky services I currently have. Having looked at the costings I'm not sure I just want to roll over what I had and may consider another broadband supplier and a move to fibre, and a change to the services I have. To do this I have to call the 0508 888 800 number and wait.. I suspect this number is the service desk Indian hotline..

Another interesting point in the email is the fact that:

"Your next bill will be a little different to your others. That’s because it includes part-month charges which cover everything you use from the date you changed your plan until the end of your first billing month, along with one month in advance."

Which is interesting as I have been a customer for many years and they are forcing me to change. Presumably they are cutting the service I have and then giving me a new service to replace it instantaneously (well almost).

Hi @prevaljo, If you can direct message me your account details and I can find out why all your Sky services weren't included. Also, we aren't re-signing you to a new contract term, so that email doesn't sound quite right either.

In terms of the bill changes, HFC was originally set up on the older TelstraClear (TCL) billing system which is being shut down. DOCSIS 3.1 requires that we move you to the Vodafone billing system. When this happens you are provided with pro-rata credits for the days pre-paid on your TCL bill, and then pro-rata charges for the days leading up to your new bill cycle data on the Vodafone billing system that supports DS3.1. The net outcome is that you won't be double billing for any days during the transition to the newer technology and billing system.

Hamish

sansom

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#2638584 20-Jan-2021 09:03

prevaljo:

For anybody who has to deal with Voda on this issue, the 0508 number provided is the standard service desk, if you call it nobody has a clue what you're talking about. The only advice they could offer if you have any questions was to email the sender of the original email, if you do a straight reply the address becomes "no-reply@vodafone.co.nz" so you have to copy and paste the senders address, not a big deal I know but indicative of a company not focused on the customer.

I've investigated this point: we aren't sending any emails in this campaign, we're using good old fashioned direct snail mail.

In the physical letter we provide a specific 0800 number (not a 0508 number) that allows callers to leave a message and receive a call back from a NZ based Vodafone agent who is familiar with the specific details of this service change within 24 hours (often much faster).

Hamish

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#2638592 20-Jan-2021 09:27

@sansom have you had a chance to look at my DM regarding a corporate customer?

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

Eva888

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#2638627 20-Jan-2021 10:53

prevaljo:
For anybody who has to deal with Voda on this issue, the 0508 number provided is the standard service desk, if you call it nobody has a clue what you're talking about. The only advice they could offer if you have any questions was to email the sender of the original email, if you do a straight reply the address becomes "no-reply@vodafone.co.nz" so you have to copy and paste the senders address, not a big deal I know but indicative of a company not focused on the customer.

Interestingly the quote provided for the HFCMax broadband and phone line is more expensive than the current costs, and yes the speed/performance is better but as many contributors on GZ have pointed out fibre is the future and there are many providers of fibre broadband at less cost/performance or better performance than the HFCMax being offered.

My question is why haven't Voda set up a project team to deal with this migration, the technology change is simple for the user, but the people interface is important.

Thanks for the heads up about the no reply email. No wonder my reply to them didn’t get a response.

Eva888

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#2638684 20-Jan-2021 11:18

Eva888:
prevaljo:
For anybody who has to deal with Voda on this issue, the 0508 number provided is the standard service desk, if you call it nobody has a clue what you're talking about. The only advice they could offer if you have any questions was to email the sender of the original email, if you do a straight reply the address becomes "no-reply@vodafone.co.nz" so you have to copy and paste the senders address, not a big deal I know but indicative of a company not focused on the customer.

Interestingly the quote provided for the HFCMax broadband and phone line is more expensive than the current costs, and yes the speed/performance is better but as many contributors on GZ have pointed out fibre is the future and there are many providers of fibre broadband at less cost/performance or better performance than the HFCMax being offered.

My question is why haven't Voda set up a project team to deal with this migration, the technology change is simple for the user, but the people interface is important.

Thanks for the heads up about the no reply email. No wonder my reply to them didn’t get a response.

Pasting the other address didn’t work either. Got a 'this mailbox is not monitored message back.'
Therefore can’t email to sort out the issues. Only the 0508 number appears in the email to contact the named sender and which as mentioned above won’t give results.

The original letter with the 0800 number in it was discarded. Can someone give me the 0800 number to call please.

Wouldn’t it have been prudent to put the dedicated Vodafone contact info in the email so that customers could respond immediately rather than giving the 0508 option which is going to frustrate customers and waste time.

Eva888

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#2638751 20-Jan-2021 13:09

Downers have now texted asking for an appointment. I am not moving forward with Downers until I get the agreement re Sky corrected and a total package price given

Unable to email, I have called the 0508 number to connect with the sales agent who was not available. The woman answering has arranged a call back but could not tell me when.

All this time wasting could have been avoided if correct contact details were on the original email message and the ability to reconnect with the salesman spoken to were made easily available.

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