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Topic # 144028 5-May-2014 12:32
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  I've always studiously steered away from Telstraclear/Vodafones Cable/HFC network due to is expensive MB costs and crappy service, but now that they have introduced an unlimited plan on their cable network I'm seriously considering moving to them.

  Appreciate any comments from current users along the lines of:

  - How is the Vodafone customer service for cable users (in the past I always found TelstraClear rubbish and Vodafone marginally worse :-)

  - How reasonable are the installers in terms of installing where you want it? DO they work with you, or sling an ugly overhead wire at the closest point (i.e. are they like most Sky installers I've experienced who want to use the minimum of cable and time no matter how crummy and hideous the install looks as Sky are paying them $2.50 for their efforts)?

  - Once connected to the Cable network how hard is it to cut back to Chorus (do they splice anything out or can I just cut back over without a truck roll from either party if I wish to connect)?

  - What are their modems like .. I've heard terrible reports regarding their T-Box (freezes, reboots, etc)? Are their modems of a similar crummy spec?

  Given I need to commit to 12 months and I've always sworn off Vodafone/TelstaClear I need to convince myself I'm not losing my marbles :-)

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  Reply # 1036972 5-May-2014 13:03
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First off Vodafone is spending $$ on the HFC network

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  Reply # 1036981 5-May-2014 13:28
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I have been with Telstraclear/Vodafone cable for many years now and apart form the occasional glitch are more than happy. No issues with their modem whatsoever (I am on Warpspeed if that helps).  As to the T-Box issues, they have long gone now and they are now rock solid.

Customer service is actually pretty good - once you get to a human - but I do hate with an unequalled passion the 'voice' helpdesk process.  




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  Reply # 1036984 5-May-2014 13:30
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  - How is the Vodafone customer service for cable users (in the past I always found TelstraClear rubbish and Vodafone marginally worse :-)
Sigh it was always vary, but I've generally found the service to be consistent and reliable. Like anything, if performance is poor you call and complain - you shouldn't get distance fade like DSL, but depending on where you live the local amps may be really busy and thus slow (eg Newtown, Aro Valley, Karori North) becuase of lots of users or students on piratebay

  - How reasonable are the installers in terms of installing where you want it? DO they work with you, or sling an ugly overhead wire at the closest point (i.e. are they like most Sky installers I've experienced who want to use the minimum of cable and time no matter how crummy and hideous the install looks as Sky are paying them $2.50 for their efforts)?
I don't know what the current standards are, but an install used to include up to 70m of reasonable external wiring from Pole to where it breaks in. My guy put 4 taps in the house exactly where I wanted them, and tried his best to bring in upstairs but the black cable on the light-coloured house was a no-go for me.

  - Once connected to the Cable network how hard is it to cut back to Chorus (do they splice anything out or can I just cut back over without a truck roll from either party if I wish to connect)?
IF you are getting the phone service put in, the Chorus network will be physically removed from the back of the master socket and the wires clipped off. Mine is wrapped around the cable wiring as close to demarc as possible so if I want to go back, the chorus tech can plug it back in (which I wont, because the chorus network to my place is so poor its not worth the effort). If you need a new master socket, that will be Time & materials depending on property, complexity etc, and I doubt they will do it in an environment where fibre is being rolled everywhere.

  - What are their modems like .. I've heard terrible reports regarding their T-Box (freezes, reboots, etc)? Are their modems of a similar crummy spec?
Cable gets the Cisco 3308 cable modems which are fine and do a great job. Hook it to a WIFI repeater or internal distribution switch and you're away.

My t-boxes haven't frozen in months and work fine - and I have the original boxes from the Alpha trials run back in October 2010, as an original TCL employee.

  Given I need to commit to 12 months and I've always sworn off Vodafone/TelstaClear I need to convince myself I'm not losing my marbles :-)
Well, as you know, all cable installs come with JohnR's personal support channel.....




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  Reply # 1037013 5-May-2014 14:03

 - The contact centre is open 24/7, and we're always happy to help through Geekzone, Facebook, Twitter, email, the Vodafone Community, or any other channel that takes your fancy. :)

 - The techs are pretty flexible. Depends on your specific setup and whether your address has had cable services at any point in the past, but if you discuss it with Downer (Or TTL, depending on your location), I'm sure they'll be happy to accommodate your needs as much as possible.

 - If you move back to the Chorus network, you will need a tech to pop out and switch the phone jacks back - but this is only if you're getting cable with a phone line. If you're just getting cable broadband, the internal copper house wiring is untouched. You can even have Chorus wholesale DSL & Vodafone cable connected to the same address if you like (Just ask freitasm!).

 - Cable modems can essentially be thought of as coax to ethernet adaptors. They're as simple as it gets, just a box with a single ethernet port, and you can connect as complex a router to them as fits your needs. You'd be getting the Cisco DPC3008 DOCSIS3.0 cable modem for the 50/2 or 130/10 speed tiers on the unlimited plan. They're rock solid (As long as the power doesn't go out) in my experience.




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Reply # 1037026 5-May-2014 14:09
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antoniosk:Well, as you know, all cable installs come with JohnR's personal support channel.....


Change that to @NikT support channel

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  Reply # 1037029 5-May-2014 14:12
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And can I add re Vodafone the fact that some of the techies/support/customer advocates hang out here is a plus.  They seem very responsive when things don't go so well.  




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  Reply # 1043157 13-May-2014 18:04
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  Many thanks for the feedback from everybody. 

  Presume given that we are in the Eastern Suburbs we'll have Total Telco doing the install. I had them recently underground a VDF cable and they were pretty good to work with.

  Quick query for the VDF staff online .. can you confirm that that if I opt for the unlimited broadband package with an on account mobile that the pricing will be $79 and the $29 open term plan qualifies me for the $30 discount while the mobile plan is valid (I read in another posting that this plan applyied, but it appears to be listed as an 'open term' plan rather than an 'on account' plan, so just wanted to check this is a valid plan?

  Do I have to have the mobile plan open at the time of service request, or can I add it on later (i.e. pay the $109 to begin with but then the price drops to $79 at a later date if I add the mobile plan)?

  Many thanks

  Hamish


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  Reply # 1043159 13-May-2014 18:07
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You can add mobile number later yes open term plan is fine

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  Reply # 1043169 13-May-2014 18:42
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It's pretty rough being on Vodafone cable and having nothing worth complaining about. I checked the speed just in case and even that has improved since last year. cool

We're on the Entertain pack for unlimited bandwidth and Ultra Fast 130 for maximum speeds of 130/10 Mbps.

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  Reply # 1043187 13-May-2014 19:29
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Does cable still get installed by drilling a hole in the wall, shoving the cable through and then connecting it to a special modem? I wish it was a cleaner install, with everything hidden so you could just plug a your router into a jackpoint in the wall.







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  Reply # 1043193 13-May-2014 19:39
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solaybro: Does cable still get installed by drilling a hole in the wall, shoving the cable through and then connecting it to a special modem? I wish it was a cleaner install, with everything hidden so you could just plug a your router into a jackpoint in the wall.


There is no standard install, it depends entirely on your premises.

A cable modem is always required, and as for plugging your router in a jackpoint in the wall - if you house has structured cabling that's an entirely possible scenario.


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  Reply # 1043194 13-May-2014 19:39

solaybro: Does cable still get installed by drilling a hole in the wall, shoving the cable through and then connecting it to a special modem? I wish it was a cleaner install, with everything hidden so you could just plug a your router into a jackpoint in the wall.


A cable jackpoint is normally installed rather than just shoving a length of coax through! Sorry if you had an ugly install in the past, the techs can be quite accommodating (in my experience) if you explain what you'd like where. :)




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  Reply # 1043199 13-May-2014 19:47
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NikT:
solaybro: Does cable still get installed by drilling a hole in the wall, shoving the cable through and then connecting it to a special modem? I wish it was a cleaner install, with everything hidden so you could just plug a your router into a jackpoint in the wall.


A cable jackpoint is normally installed rather than just shoving a length of coax through! Sorry if you had an ugly install in the past, the techs can be quite accommodating (in my experience) if you explain what you'd like where. :)


Can you get a phone line through HFC? If not then that destroys a possible plan.







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  Reply # 1043200 13-May-2014 19:47
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I have called out VF techs 3 times for the same cable problem.
Response time (to the door) was between 30 minutes and 4 hours.
Excellent service smile




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  Reply # 1043206 13-May-2014 19:57
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solaybro:
NikT:
solaybro: Does cable still get installed by drilling a hole in the wall, shoving the cable through and then connecting it to a special modem? I wish it was a cleaner install, with everything hidden so you could just plug a your router into a jackpoint in the wall.


A cable jackpoint is normally installed rather than just shoving a length of coax through! Sorry if you had an ugly install in the past, the techs can be quite accommodating (in my experience) if you explain what you'd like where. :)


Can you get a phone line through HFC? If not then that destroys a possible plan.


Yes, but it's not technically delivered over coax, it's delivered over their copper PSTN network.


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