Vodafone Support woes - The continuing saga

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r2b2

586 posts

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#136836 10-Dec-2013 15:16

So it seems that my luck with Vodafone support must have run out as after having a good experience following my poor one, I've now had another poor experience!

I phoned the Customer Retention guys (who I had dealt with to get the new package upgrade (to a UFB Cable 50mbps plan) sorted after my previous support nightmare) to get an update as to when I might expect to have the new cable modems provisioned (due to lack of stock) as suggested by the very helpful rep when I setup the upgrade.

For some reason though, the person who I got through to this time simple transferred me through to another call centre (the generic Philippines one by the sounds of it) without even checking my account details. The new call centre rep first of all told me that I had already been provisioned for the new speed until then I pointed out that I hadn't received the new cable modem so I obviously hadn't. He then proceeded to tell me that management had instructed them that they could not give any timeframes out (I'm not looking for an exact date just a "it's still a few weeks away" type thing)

Only good thing out of the conversation was that they provided a small account credit to compensate for the time its taken.

Its a disappointing experience as I was starting to trust Vodafone support team a bit more following my last set of issues.

(I guess I should also point out that I still haven't had the callback from the sales team that was supposed to be 1-2 business days after Saturday although I guess maybe it will come in the next hour or so....)

[/Rant] :)

PeterReader

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Geekzone

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#948747 10-Dec-2013 15:16

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.

NikT

1710 posts

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#948798 10-Dec-2013 16:05

Ooh dear, obviously a bit of miscommunication going on here. If you could flick your account details & best daytime contact number through to us at onlinecare@vodafone.co.nz, I'll chase up an ETA on that DOCSIS3.0 modem for you. :)

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

Klathman

301 posts

Ultimate Geek

#948808 10-Dec-2013 16:16

I feel your pain. I've had a full ADSL outage since Friday night and after a fault call being "lost", and then second one closed without fixing the issue I'm still being told it won't be looked at again until tomorrow afternoon. I hate to think how long I've been on the phone to Vodafone now but if I don't keep calling I don't get updates.

I asked to speak to a manager and apparently that will also take 24 hours.

Totally ridiculous.

gregmcc

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#948828 10-Dec-2013 16:36

Klathman: I feel your pain. I've had a full ADSL outage since Friday night and after a fault call being "lost", and then second one closed without fixing the issue I'm still being told it won't be looked at again until tomorrow afternoon. I hate to think how long I've been on the phone to Vodafone now but if I don't keep calling I don't get updates.

I asked to speak to a manager and apparently that will also take 24 hours.

Totally ridiculous.

I think you will find good service is the exception, the service you have got (and myself many times) this time is the norm.

NikT

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#948853 10-Dec-2013 17:16

Just had a word with Downer - the DOCSIS3.0 modem stock has arrived, and Wellington orders are being scheduled in starting today. The installs are being done in order by the initial requested date, and although they do have a bit of a backlog, I'd imagine yours shouldn't be more than a week or two away.

Cheers,

- Nik

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

r2b2

586 posts

Ultimate Geek

#948989 10-Dec-2013 21:37

NikT: Just had a word with Downer - the DOCSIS3.0 modem stock has arrived, and Wellington orders are being scheduled in starting today. The installs are being done in order by the initial requested date, and although they do have a bit of a backlog, I'd imagine yours shouldn't be more than a week or two away.

Thanks Nik - I'm thinking that I'll potentially have to push out the date until next year as my Xmas holidays aren't too far away but we'll see how we go! (I assume they'll reserve one and not go out of stock again in the meantime :) )

Am I able to flick an email to the address you provided before for someone to follow up on my other outstanding Vodafone calls (to answer what is probably one of the most simple questions one can probably have) as the call-back has not occurred within the timeframe given. In fact its now been six days since I raised the initial support request via the CustomerZone facility.

Thanks for following up - I guess the thing that shocked me most in my experience today is the guy who answered the phone in the team (that appeared to me to be one of the elite customer service teams - i.e. they actually listen to what you're saying and treat you as a person rather than just trying to get you off the phone) didn't even seem to care who I was and was just rushing to get rid of me. The other two ladies I've talked to from that team we're A1 in the customer service stakes - this guy was more like F minus 1.

Its good to see that the Voda guys who hang out on Geekzone though are always keen to help - its probably what makes some people stay with Vodafone through the bad experiences!

NikT

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#949122 11-Dec-2013 08:45

r2b2:

Am I able to flick an email to the address you provided before for someone to follow up on my other outstanding Vodafone calls (to answer what is probably one of the most simple questions one can probably have) as the call-back has not occurred within the timeframe given. In fact its now been six days since I raised the initial support request via the CustomerZone facility.

I'll give you a bell about this one today, just waiting on a few folks to get back to me after I started looking into it last night. :)

- Nik

Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

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r2b2

586 posts

Ultimate Geek

#949367 11-Dec-2013 13:36

NikT: I'll give you a bell about this one today, just waiting on a few folks to get back to me after I started looking into it last night. :)

Thanks again Nik.

As a funny ammendum to this latest support story, I was originally told on Saturday morning that "One of our representatives from the Sales and Retentions Team will endeavour to call you on 04-xxxxxx in 1- 2 business days. " and "If you have an alternative contact number, let me know via return email so I can note this on your account." Replied back Sunday morning @ 12.48am with a new number to contact me on for the query.

Got this just through now (Wednesday 1.30pm): "Thank you for that information. I have noted this on your account."

Ummm ok so I guess the Sales & Retention team would have had no chance of calling me back on the number I actually supplied before the first business day... Gotta laugh or you'd cry :)