Leaving Vodafone Due to bad customer service and poor speeds

Forums › One NZ (including Farmside) › Leaving Vodafone Due to bad customer service and poor speeds

Chrisbexsta

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#144223 12-May-2014 10:34

I have been pushed from my old 500GB naked ADSL plan and my internet speed has been absolute non existent since this occurred I have contacted Vodafone numerous times who have said this should not be happening and have not given me any resolution. So at the moment i cannot download any large files via iTunes as they keep timing out youtube keeps reverting from HD to lowest quality making anything unwatchable to me. Vodafone did promise to get someone from there customer retention team to give me a call within 3 days which has not happened and that was over a week and a half ago. So I have laid a complaint with the TDR and will be moving all my connections from Vodafone to a provider that actually cares.

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#1042027 12-May-2014 10:34

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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Chrisbexsta

85 posts

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#1042042 12-May-2014 10:35

Have done all this numerous times and nothing in my home network has changed at all

xpd

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#1042050 12-May-2014 10:45

Peter Reader is a robot so dont expect a proper reply ;)

Can you post your line stats so ppl here can take a look and might spot something thats been overlooked...

Ive had opposite experience with V/fone so far - I had a rough experience with them years ago and left but have recently come back and found things are a lot better, getting detailed responses from the CSR's about my queries whereas last time it was purely "Yes/No" responses. Network has also been good, get good speeds all times of the day.

Most people with connection issues end up finding it is a wiring issue somewhere, and 90% of the time going to another ISP gives the same problem.... so ensure EVERYTHING has been checked, or you'll just end up in the same boat with a different captain...

XPD / Gavin

LinkTree

Chrisbexsta

85 posts

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#1042055 12-May-2014 10:49

My line stats haven't changed and my property was completely rewired 2 years ago the problem i have is there so called traffic management is making my internet very poor which never happened until they pushed me onto there unlimited plan without my consent which i did sign a fixed term contract for the plan i was on i consider it highly suspicious that you can move the post so to speak mid way through a contract time frame.

sbiddle

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#1042067 12-May-2014 10:55

Without providing any information about your problem it's not possible for anybody to comment on it.

If you were connected to a Conklin for example and your problems are related to this, it won't matter what ISP you move to - your results will stay exactly the same.

savaii

54 posts

Master Geek
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#1042077 12-May-2014 11:02

@OP

Feel better now? It seems as though you're using the forum as a soapbox or open letter complaint rather than seeking help to resolve your issues.

ADSL

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Chrisbexsta

85 posts

Master Geek
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#1042078 12-May-2014 11:03

https://www.speedtest.net/result/3494835526.png just did this but youtube is still reverting to the lowest resolution and iTunes downloads keep timing out and modem is showing this.

ystem status

System running since

6 days, 21 hours

Firmware version

5.4.8.1.160.6.35

Serial ID

N13050000001177

System model name

Vox 1.5

System hardware version

SerComm SHG1500 (LCDv3, WiFi-RFv3)

Internet status

Mode

ADSL2+

Online since

4 days, 8 hours

IP address

118.92.168.132

Gateway

118.92.171.254

Downlink speed

16.56 MBit/s

Uplink speed

1 MBit/s

So I'm thinking the problem at vodafones end

Inphinity

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#1042081 12-May-2014 11:10

Are you using Vodafones DNS servers, or others?

Chrisbexsta

85 posts

Master Geek
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#1042087 12-May-2014 11:20

standard vodafone setup

Demeter

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#1042089 12-May-2014 11:21

I can assure you that your results have nothing to do with our traffic management policy. I can have a look at your connection if you like, please private message me your customer information.

Demeter

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One NZ

#1042099 12-May-2014 11:26

Customer has no interest in having this resolved with us and is dealing with the TDR. I think we're done here.

New World

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Chrisbexsta

85 posts

Master Geek
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#1042101 12-May-2014 11:29

The fact of the matter is i have been on hold with vodafone for ages emailed numerous times no one has got back to me just shrugged me off

Demeter

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#1042110 12-May-2014 11:33

I offered to help you - you declined stating you're dealing with the TDR. I'm sorry if you're feeling let down by the people you were dealing with before, but feel that I should point out that my career on Geekzone (and in public forums in general) would be remarkably short-lived if I wasn't in the habit of following things up.

The decision to either accept my help or not is up to you.

johnr

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#1042114 12-May-2014 11:38

Chrisbexsta: standard vodafone setup

Can you post what you are using just so we can confirm?

surfisup1000

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#1042118 12-May-2014 11:41

Chrisbexsta: The fact of the matter is i have been on hold with vodafone for ages emailed numerous times no one has got back to me just shrugged me off

Don't worry about the past. I'd take up Demeters offer if I were you.

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