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70 posts

Master Geek
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Topic # 124646 15-Jul-2013 11:17
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How long can I expect to wait for someone from Vodafone to get back to me after clicking on the "Buy" button and filling in the information from this page:
http://www.vodafone.co.nz/internet/high-speed-cable-network/broadband-tv-bundles/

The "Call me back" page says "A Vodafone customer service representative will call you within 2 working days to discuss your chosen plan.", but that was over a week ago.

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5541 posts

Uber Geek
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  Reply # 855705 15-Jul-2013 11:17
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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.



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Ultimate Geek
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  Reply # 855717 15-Jul-2013 11:21
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Hi there

Very sorry to hear there's been a delay. Please private message me or email us your details and I'll chase it up with our team, our contact address is onlinecare@vodafone.co.nz

Thank you

Dylan



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Master Geek
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  Reply # 855720 15-Jul-2013 11:28
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Thanks, will do.



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Master Geek
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  Reply # 867667 29-Jul-2013 09:59
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That was fast... Got a phone call withing 10 minutes! Optimism... everything looked to be efficient and a slot for the technician to visit my home on July 27th between 9:30 and 12:30 was available. On Saturday I waited. 11:15 came around and I phoned up the 0508 number where I was told 'we don't do Saturdays!'. So why not tell me at the time of making the sale, or at least get back in touch with me? Half a day of my time wasted. This wasn't the best way to start off the relationship with Vodafone so I cancelled the contract. :-(

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  Reply # 867701 29-Jul-2013 10:45
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This is fairly typical TelstraClear customer service. I was hoping it'd improve with the Vodafone buyout, but obviously not. Maybe I won't wait for Vodafone to do UFB, maybe I'll switch to Snap after all.




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Master Geek
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  Reply # 867734 29-Jul-2013 11:21
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At first I was pleasantly surprised that they did indicate that they'd do Saturday... even though I'd have to wait a bit longer than if I'd have it done on a weekday. Surely service providers must realise that many of their customers "can't do weekdays". Not everyone can take 1/2 a day off or have someone who'd be willing to wait for 1/2 a day for them.

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  Reply # 867735 29-Jul-2013 11:24
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They did my install on a Saturday, but it was around six years ago, maybe things have changed since then.




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  Reply # 867745 29-Jul-2013 11:28
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timmmay: This is fairly typical TelstraClear customer service. I was hoping it'd improve with the Vodafone buyout, but obviously not. Maybe I won't wait for Vodafone to do UFB, maybe I'll switch to Snap after all.


Sounds like you want a ISP that offers 100% service never a issue and will never fault,

Please let us know when you find one and 100% of customers can report they never have a service issue

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  Reply # 867746 29-Jul-2013 11:30
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johnr:
timmmay: This is fairly typical TelstraClear customer service. I was hoping it'd improve with the Vodafone buyout, but obviously not. Maybe I won't wait for Vodafone to do UFB, maybe I'll switch to Snap after all.


Sounds like you want a ISP that offers 100% service never a issue and will never fault,

Please let us know when you find one and 100% of customers can report they never have a service issue


Once installed TC is actually pretty good. But two problems in a row getting customer installed (and then having him give up completely) isn't a good showing, and TC service was always pretty poor. The Vodafone takeover was still relatively recent, compared with the speed corporates move, so fingers crossed it keeps improving.




AWS Certified Solution Architect Professional, Sysop Administrator Associate, and Developer Associate
TOGAF certified enterprise architect
Professional photographer




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Master Geek
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  Reply # 867751 29-Jul-2013 11:44
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Yes, I have also heard that TC is pretty good once installed and that was one of the reasons, along with their special offer, that I was wanting to change providers. But from my perspective, all I wanted was Vodafone to deliver on their promises... a) someone to contact me within two business days of wanting to join. b) to install the service between 9:30 and 12:30 on a Saturday as arranged. Neither happened.

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