Hey Vodafone, sort out your address checker for InHome Broadband

Forums › Vodafone New Zealand › Hey Vodafone, sort out your address checker for InHome Broadband

DoggNZ

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Topic # 120788 13-Jun-2013 17:07

Checked my address on the Vodafone website and it said I could get "High Speed Cable Network". Great I thought, I'll ring them and see about changing from ADSL. On hold for however long only to be told it's not available at my address. What's the deal?

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Reply # 836457 13-Jun-2013 17:07

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

ajobbins

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Reply # 836470 13-Jun-2013 17:19

I had this too at previous places in Wellington. When I went into the Telstra Clear store on Courtenay Place at the time, I was told that they basically don't want to fund any new installs.

If you premises also is wired with cable they would connect service, but they had no interest in new installs.

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DoggNZ

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Reply # 836499 13-Jun-2013 18:38

ajobbins: I had this too at previous places in Wellington. When I went into the Telstra Clear store on Courtenay Place at the time, I was told that they basically don't want to fund any new installs.

If you premises also is wired with cable they would connect service, but they had no interest in new installs.

Bugger, roll on UFB

mattwnz

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Reply # 836501 13-Jun-2013 18:39

DoggNZ:
ajobbins: I had this too at previous places in Wellington. When I went into the Telstra Clear store on Courtenay Place at the time, I was told that they basically don't want to fund any new installs.

If you premises also is wired with cable they would connect service, but they had no interest in new installs.

Bugger, roll on UFB

They should fix that, as it could potentially be misleading, if that is the reason for not connecting you.

geek4me

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Reply # 987407 14-Feb-2014 17:46

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Have unlocked this thread to ask if many others are finding that the Vodafone Broadband Address Checker is giving the wrong answers. I'd rather have it say to call Vodafone than report that our address has cable when it only has ADSL. In fact our address comes up with 3 different answers, all spelt slightly differently, for the same address and all three give the wrong information.

Do Vodafone plan to fix up their database information? Or, is incorrect information given to just a select few?

johnr

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Reply # 987410 14-Feb-2014 18:04

The check advises " Here are the Vodafone services we may be able to offer you at "

Some INFO comes from Chorus , Some is our own for cable as I understand,

It's not that easy to get 100% accurate until a request for service is actually done and sometimes a physical site check has to be done

afe66

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Reply # 987414 14-Feb-2014 18:18

Well. (as posted in another thread today)

Vodafone website said no service for me while Chorus said yes to VSDL.

JohnR suggested I ring Vodafone to check and vodafone customer rep on phone said said if Chorus website says yes, then the service can be supplied and to ignore vodafone website. => placed order for VSDL and modem arrived yesterday.

Just been rung by Vodafone this afternoon to say that Chorus says their website is wrong and they cant supply me with VSDL after all.

So Vodafone website right and Chorus one was wrong... ;-)

A.

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Reply # 987495 14-Feb-2014 19:49

johnr: The check advises " Here are the Vodafone services we may be able to offer you at "

Some INFO comes from Chorus , Some is our own for cable as I understand,

It's not that easy to get 100% accurate until a request for service is actually done and sometimes a physical site check has to be done

My address shows -

    Broadband & Home Phone (Cable) ›
    Ultra Fast Broadband and Home Phone (Cable) ›
    Ultra Fast Naked Broadband (Cable) ›
    Vodafone TV ›

None of these services are available and the list does not even include ADSL which is available. It would have been more correct to say "Here are the Vodafone services we can not offer you at"

Since cable was not available two Vodafone technicians visited our home (did a physical site check) and connected us to ADSL in November 2013. So "a request for service" has been done but the address checker has not been updated - it is sadly still 100% inaccurate.

sbiddle

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Reply # 987502 14-Feb-2014 20:07

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The address checker can only really look at a street level. There is no possible way for Vodafone to know whether cable can be installed at every single premise within their coverage footprint.

Pretty much 99% of premises in Wellington with the exclusion of Tawa north and the Hutt Western Hills have cable going past them, but this doesn't mean you can be connected for various reasons, the most common being that an overhead leadin isn't possible due to pole access or the leadin crossing another property. This is something that can only be known after site survey or visit.

geek4me

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Reply # 987514 14-Feb-2014 20:29

When a "request for service" and a "physical site check" have been done by Vodafone as johnr mentions, then would be a good time to update the database.

johnr

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Reply # 987603 15-Feb-2014 08:53

geek4me:
johnr: The check advises " Here are the Vodafone services we may be able to offer you at "

Some INFO comes from Chorus , Some is our own for cable as I understand,

It's not that easy to get 100% accurate until a request for service is actually done and sometimes a physical site check has to be done

My address shows -

    Broadband & Home Phone (Cable) ›
    Ultra Fast Broadband and Home Phone (Cable) ›
    Ultra Fast Naked Broadband (Cable) ›
    Vodafone TV ›

None of these services are available and the list does not even include ADSL which is available. It would have been more correct to say "Here are the Vodafone services we can not offer you at"

Since cable was not available two Vodafone technicians visited our home (did a physical site check) and connected us to ADSL in November 2013. So "a request for service" has been done but the address checker has not been updated - it is sadly still 100% inaccurate.

Address checker is not 100% inaccurate it advises I can't get VDSL here at home in Takapuna but I can get UFB which is correct

Address check on my parents address Greenhithe they can't get UFB but can get VDSL which is getting installed next week which is correct

John

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Reply # 988560 16-Feb-2014 21:54

johnr:

Address checker is not 100% inaccurate it advises I can't get VDSL here at home in Takapuna but I can get UFB which is correct

Address check on my parents address Greenhithe they can't get UFB but can get VDSL which is getting installed next week which is correct

John

I appreciate that it is hard to keep it up to date. However, after 2 Vodafone technicians have done a site visit and know what is available and the Telephone help desk have also confirmed that only ADSL is available at an address, the database could then be updated for that specific address.

Coil

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Reply # 988563 16-Feb-2014 22:00

The database isnt a dead accurate pin point system. it has a general idea based upon the layering of service and line history. For it to be updated for Cable we would need individual site visits to each house in the areas. We get the ADSL, VDSL, UFB details from Chorus. Like all have said, Its a general reference and a site visit maybe required.

vexxxboy

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Reply # 988612 17-Feb-2014 07:32

it's not just Vodafone, of 4 address checkers i have tried only 1 said i could get vdsl, which i have, and even Snap ,who is my ISP, said i couldnt get it. You just need to ring and make sure.

Common sense is not as common as you think.

geek4me

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Reply # 988621 17-Feb-2014 08:15

Ok, thanks. I guess I had put more trust in the address checker then I should. Perhaps a note should be added to say that the results are only a general reference to whats available in the area and recommend that users ring the Help Desk to make sure. Asking for a specific street number like 8B is a little misleading if it is indeed only a general reference to whats available in the area.

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