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27 posts

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Topic # 126954 24-Jul-2013 22:25
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Am feeling a bit grumpy so decided to do a bit of a rant. I have had cable broadband at my address in Wellington for many years, and these days we rely on the cable for things like receiving emailed accounts (which have overdue penalties), entering hours worked to an employers on-line facility, making bank payments, running cloud backup, working with cloud based applications, Skype communication, social media interaction, making online purchases, not to mention general use of the web, so it is nearly as critical as electricity and water supply. These days we are encouraged to rely on online services so now that we have developed this reliance we must be provided with a reliable service. I almost changed my landline to VOIP recently but fortunately after some experimenting decided its reliability was not good enough.

However I've had intermittent and now zero broadband for around 2 weeks. I've spoken to Vodafone and Downer a number of times. Whenever they inspected the problem it went away but had returned within a few hours, so I then had to be allocated a new time slot a few days later rather then having an immediately return, exasperated of course by weekends, nights and my work commitments. Finally it has been 'narrowed down' to a network issue but I'm told this will take five days (presumable week days) to get authorisation before any more work can done. This is ridiculous. It means our internet will have been faulty for three weeks.

We do have mobile broadband so this helps but the inconevenience is high, sometimes it drops to dial up speeds, the desktop PC and other hardwired devices still can't be used, and the data cap is nothing like the cable so activities are very limited.

I also recently subscribed to a T-Box, and this fault is preventing it from recording programs so we'll miss out on some of these permanently. Fortunately we can watch Freeview (but not record it).

Should I expect better service from Vodafone?

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  Reply # 865428 24-Jul-2013 22:37
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From what I recall Cable in general is pretty reliable, but like any service there's no SLA or guarantees on it (unless if you're paying for one) therefore if it goes down, it goes down. Have you investigated possibly having a backup ADSL/VDSL connection if internet is important?




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  Reply # 865439 24-Jul-2013 22:52
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from any point of view has the tech or youself attempted to locate the issue by removing the cable from the cable outlet and checking it for wear, causing a poor connection. or having the modem replaced? is it heating up more than usual.

Have you logged into the Cable modem itself 192.168.100.1 from memory and checked the the line stats mainly the signal information and made a log of it just for your own info. (Trying to assertain if its a CABLE issue IE Poor connection)

Or just dropping out.








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  Reply # 865484 25-Jul-2013 03:59
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I've had it occasionally drop out but found that at times it was the router at fault or the wireless connection that would resolve it self after rebooting the computer. Worse comes to worse I'd be tempted to ask Vodafone whether it is possible to get ADSL2+ in the area if it appears that the cable is at fault.




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  Reply # 865562 25-Jul-2013 08:49
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Thanks for your comments. Vodafone / Downer have narrowed the problem to their network (but will not fix it right away) and I do have a limited alternative through mobile broadband. My point is that I don't consider this sort of delay to restore service is acceptable in a well established network in a high density city, as we residents have been led over the years to rely on this service. Their process has been to introduce an additional delay at each step of the process instead of keeping my fault at the head of the queue once it initially reached that point.

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