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234 posts

Master Geek
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Topic # 129302 10-Sep-2013 10:53
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(quote me, at least)

I used to think it was a silly through-away line, but now I'm not so sure.
Joined pingdom.com in December 2012. From then till May, one outage alert (and that might have been me doing server maintenance). Today, 13th outage alert since the start of June. I do manual checks sometimes too. Sure enough, my website was unavailable from work for over half an hour. Back now - and nothing on Vodafone's network status. (Assuming I've found the right place to look - http://networkstatus.telstraclear.co.nz/home/internet_.html )

Now this is not very scientific, but I can claim with a broad margin for error, that Vodafone seem to have stuffed something. Perhaps they want to lower the quality of the cable product, so they get complaints about it, and can justify moving us all to ADSL? I've no idea.

BTW, this is probably preaching to the converted, and is probably covered in other forums, but recently:
* Workmate changed her Telstraclear plan to get six times the data (10 gig to 60 gig) and a T-Box, and is paying $5 less per month. (She could have got a 40 gig plan, but that cost $6 per month more!)
* Low-use family member changed from 2 gigs to 40 gigs, at the same price.

Everyone ex Telstraclear needs to check their plan! (& haggle if the say some things are "new customers only" - they will give the same plan to existing customers in my experience.)

When asked, a CSR suggested it was impracticable to advise all existing customer to check their plan. I would think that if Vodafone reincarnated TC and Bill, they would disagree.

Steve

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383 posts

Ultimate Geek
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  Reply # 892619 10-Sep-2013 12:10
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Its not impractical to tell all customer to check their VF plan. That's just a short statement that poorly summarizes a number of problems.

1) Firstly I'm reasonably sure (but could well be wrong) that if a customer tells us not to send them marketing messages under the NZ anti spam laws we cannot then tell them. Ok I'll happily accept an argument that goes what about the ones who have not opt'd for this.

2) VF actually does contact customers to tell them about being on inappropriate plans. My own mother was call a couple of months back to be told hey now that your mobile contract is up you should consider moving onto a plan which will save you $x dollars.

3) Will the customer listen. Outbound calls to a customer to tell them something which is going to be beneficial to them is easier said than done. When a customer picks up the call and hears it is Vodafone the reaction can often be no thanks I don't want what you are selling. The fact they are selling them a $x dollar saving is still sounds like a sale and people are naturally weary of this. For my next anecdotal example. I know a guy who hung up on Vodafone when they called him to tell him he had won a competition. He hung up figuring it was a sales call.

4) The information is out there. It is being advertised. It is on our website and it is in our stores. I'm not going to go into the personal responsibility argument however I will point out that is in VF's (and its competitors) best interest to try and keep the customers happy and on the best plans. If a customer is on an outdated plan with VF it is really really easy for Telecom or some other provider to sell them a better deal. As this community often says it is easy to change providers and the providers know this.

5) I've made a number of pro-VF arguments. No surprises there I do work for VF. With the exception of point 2 however I could fairly confidently makes these arguments for other ISP's as well. Having said this no we don't get it right always and i totally agree all ex-TCL customer should review their plans. All customers across all ISP's should check their plans. It is a constantly moving industry just because you plan was the best last year doesn't mean it is now. As per point 4 from my perspective it can only be a good thing for customers and their providers.

As for network status please check the network status option found at http://community.vodafone.co.nz/.




Please note: I have a professional bias towards Vodafone.

Mr Snotty
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  Reply # 892631 10-Sep-2013 12:23
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Cable is designed for internet use, not for hosting servers. If a website is important you should be hosting it on a VPS or Dedicated Server in a datacentre, if it's hosted from home you can expect outages since you're on a residential broadband plan with no SLA. How often does Cable go down for you whilst you're at home and using it?




 
 
 
 


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  Reply # 892705 10-Sep-2013 13:33
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SteveC: I used to think it was a silly through-away line, but now I'm not so sure.
Joined pingdom.com in December 2012. From then till May, one outage alert (and that might have been me doing server maintenance). Today, 13th outage alert since the start of June. I do manual checks sometimes too. Sure enough, my website was unavailable from work for over half an hour. Back now - and nothing on Vodafone's network status. (Assuming I've found the right place to look - http://networkstatus.telstraclear.co.nz/home/internet_.html )


Apparently you have to go here...
http://networkstatus.telstraclear.co.nz/home/inhome_tv_digital_.html

michaelmurfy: Cable is designed for internet use, not for hosting servers. If a website is important you should be hosting it on a VPS or Dedicated Server in a datacentre, if it's hosted from home you can expect outages since you're on a residential broadband plan with no SLA. How often does Cable go down for you whilst you're at home and using it?


I have been at home using it (or trying to) for many of those times it has gone down. While I agree it's not for hosting, I think 'you aren't at home so it doesn't count' would be a poor excuse for bad service. 

I used to be one of the staunchest supporters of cable and was one of the first installs when the network was built (the good old days!). When it's working properly, it is fantastic. Between all the disconnects and volatile international routing (and latency) I would not recommend it any more. 

You ring up to report the fault, and it tells you that the last wait time was 9 minutes and hangs up on you due to overloading.... 



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Master Geek
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  Reply # 892737 10-Sep-2013 14:15
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michaelmurfy: ... since you're on a residential broadband plan with no SLA. How often does Cable go down for you whilst you're at home and using it?

Same times it goes down when I'm not at home! My website is not important, but using the Internet from home, which is what I pay for, is important. I pay for a service, so it should work. While I'm happy to accept it might be coincidence, since Vodafone took over running the network, the number of outages has increased considerably.

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Ultimate Geek
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  Reply # 892818 10-Sep-2013 16:29
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Considering the cable network is in Wellington and Chch, 2 Cities with recent and increasing amounts of EQ activity, Its not all that surprising.




Perpetually undecided.

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  Reply # 892981 10-Sep-2013 22:52
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SteveC:
michaelmurfy: ... since you're on a residential broadband plan with no SLA. How often does Cable go down for you whilst you're at home and using it?

Same times it goes down when I'm not at home! My website is not important, but using the Internet from home, which is what I pay for, is important. I pay for a service, so it should work. While I'm happy to accept it might be coincidence, since Vodafone took over running the network, the number of outages has increased considerably.

The fact you pay for a service does not guarantee 100% uptime. If you want a service like that, you pay more. Any home connection is "best effort" - nothing is guaranteed.

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  Reply # 892983 10-Sep-2013 22:55
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quickymart:
SteveC:
michaelmurfy: ... since you're on a residential broadband plan with no SLA. How often does Cable go down for you whilst you're at home and using it?

Same times it goes down when I'm not at home! My website is not important, but using the Internet from home, which is what I pay for, is important. I pay for a service, so it should work. While I'm happy to accept it might be coincidence, since Vodafone took over running the network, the number of outages has increased considerably.

The fact you pay for a service does not guarantee 100% uptime. If you want a service like that, you pay more. Any home connection is "best effort" - nothing is guaranteed.


You'd also know if you pay for a SLA, your bill will have a few more 0's.






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Master Geek
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  Reply # 893046 11-Sep-2013 07:54
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Interestingly, only one person has commented on the inital point of this post:
SteveC: ... December 2012. From then till May, one outage alert (and that might have been me doing server maintenance). Today, 13th outage alert since the start of June.

... and I'm not sure this timing actually coincides with the start of the Seddon earthquakes!
I think it was Feburary 2010 that Telstraclear had serious layer two issues. Since then connectivity has been excellent, albeit slow at times. Vodafone purchase the network, and there is an increase in outages. From memory, soon after they purchased ihug, ex-ihug customers suffered their first serious email disruption ... Can't see how that could be Vodafone's fault, except perhaps reaction might have been delayed.

Do other cable customers percive that there have been more disruptions since June?

Steve

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  Reply # 893057 11-Sep-2013 08:20

Do you have an SLA with them?

Mr Snotty
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  Reply # 893070 11-Sep-2013 08:51
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Regardless, all ISP's have regular outages, this is needed to ensure service to it's customers. You've got to remember this is a residential product and most people are away at work during the day. It's not in any ISP's best interest to create outages but really it sounds like you're making it sound worse than it really is. If it's really daily maybe log a fault with them to make sure it's not a faulty modem etc.

But no SLA = they can cut off your internet when they please.




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  Reply # 893076 11-Sep-2013 08:59
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How long are the outages? If they're very short, well... get a business-grade, SLA-backed product if you need 99.99%+ uptime. If they're long outages, log a fault. Could be an issue with your line - when it rains, water gets in to a join, drops the connection, or something.



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Master Geek
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  Reply # 894181 11-Sep-2013 11:59
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Inphinity: How long are the outages? If they're very short, well... get a business-grade, SLA-backed product if you need 99.99%+ uptime. If they're long outages, log a fault. Could be an issue with your line - when it rains, water gets in to a join, drops the connection, or something.

Yes - given that no one else is reporting this problem, I'll put some data together and get on to Vodafone. Is there a Vodafone person monitoring this forum nowadays.

Thanks for your advice everyone, and to be clear (perhaps I was a bit vague earlier), I have experienced something in the order of 10 to 13 outages from the start of June. They vary in length between 5 and 60 or more minutes. This is not business critical, just annoying after several years of virtually uninterrupted service - service that appeared to be better than most ADSL customers get.

Cheers!

Steve

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  Reply # 894185 11-Sep-2013 12:02
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Hi SteveC

We know when outages happen and the HFC network took a hit when the big shake hit Wellington area,




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Master Geek
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  Reply # 894199 11-Sep-2013 12:20
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johnr: Hi SteveC

We know when outages happen and the HFC network took a hit when the big shake hit Wellington area,


Thanks John R

Presumably you guys do know when parts of your network go down!
I want to find out it my outage yesterday (as a representative example) was your network, or my CPE. How do you suggest I proceed?

:-)

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  Reply # 894207 11-Sep-2013 12:28
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If there is no longer an issue and you are back online no need to proceed any further

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