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563 posts

Ultimate Geek
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Topic # 150599 28-Jul-2014 10:00
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UFB installed on 23rd July, should be 200/50 however tested just after install that morning and got 30/10.

 

  • First call to VF; told speed would increase in a couple of hours after "job had closed".
  • Called a few hours later; told order wasn't provisioned correctly and they were going to re-provision for me, should take around 15min
  • Called back about an hour later; now told it could take up to 24 hours
  • Called back after 24 hours; told Chorus hadn't closed the job properly, will take 24 hours for Chorus to close the job then 24 hours to re-provision.
  • Now been well over 72 hours from last call, still on 30/10, not 200/50 (residential).
Worst part each call entails at least 3-4 transfers (repeating account details & problem) and 15+min on hold before being transferred to someone who eventually pretends to help.

Not too concerned about the time taken to fix the issue and get my account on the proper plan, but just don't like being strung along and felling like if I'm not constantly chasing this it's just not going to get done (i.e. if they said it's going to take a week and someone actually followed that up then fine).

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5444 posts

Uber Geek
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  Reply # 1096935 28-Jul-2014 10:11
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Hi,

Doesnt sounds like a good experience, Sorry for that.
If you can PM me your acct number and ill get it sorted.

Cheers



563 posts

Ultimate Geek
+1 received by user: 89


  Reply # 1096942 28-Jul-2014 10:15
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TimA: Hi,

Doesnt sounds like a good experience, Sorry for that.
If you can PM me your acct number and ill get it sorted.

Cheers


Thanks, I've PM'd my account number.. (Currently on hold to VF, third transfer so far and 30 min on hold...)

Also having same issue with VF TV;

 

  • Told it would be install at same time as UFB
  • Then told it would be later that day
  • Then told sometime "this" (last?) week..
Still haven't heard anything more about it.

 
 
 
 




563 posts

Ultimate Geek
+1 received by user: 89


  Reply # 1096962 28-Jul-2014 10:22
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After waiting on 4th transfer was told order had to be re-re-re-re-submitted and would now take up to *cough* 48 hours.

Just waiting on 5th transfer to get VF TV sorted..

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Uber Geek
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  Reply # 1096969 28-Jul-2014 10:33
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See what i can do. Hopeful for today.

Cheers



563 posts

Ultimate Geek
+1 received by user: 89


  Reply # 1096970 28-Jul-2014 10:34
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Apparently VF system is now broken as attempt to transfer me for the 6th time failed and I was told to call 0800 806 106 myself to check on VF TV order..

Hopefully TimA has a chance to look into it as I don't have another 45min to wait on hold atm.


I wonder if anyone tests these processes from a customer experience pov?



563 posts

Ultimate Geek
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  Reply # 1096971 28-Jul-2014 10:34
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TimA: See what i can do. Hopeful for today.

Cheers


Thanks, Tim

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  Reply # 1096992 28-Jul-2014 11:12
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Done,
If it doesnt work at 200/50 reboot everything and if not then come back to me.

Cheers



563 posts

Ultimate Geek
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  Reply # 1096999 28-Jul-2014 11:18
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TimA: Done,
If it doesnt work at 200/50 reboot everything and if not then come back to me.

Cheers


After reset modem & ONT (30/10):



Cat 5e cable attached to modem.

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  Reply # 1097001 28-Jul-2014 11:23
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Taking another look. I saw 48 hours somewhere >:(

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  Reply # 1097024 28-Jul-2014 12:14
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Seems like someone logged a incorrect order for the line that needs to be cleared before the 200/50 will be working.
Didnt see that until before :(
So hopefully thats cleared by this afternoon!



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Ultimate Geek
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  Reply # 1097032 28-Jul-2014 12:46
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That's what I keep hearing...lol..

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  Reply # 1097123 28-Jul-2014 14:18
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kenkeniff: That's what I keep hearing...lol..


No update yet.
I heard you spoke with my mate before, No luck?




563 posts

Ultimate Geek
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  Reply # 1097125 28-Jul-2014 14:23
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TimA:

No update yet.
I heard you spoke with Jared before, No luck?



He's keeping an eye on it and hopeful it should be upgraded by the end of the day.



563 posts

Ultimate Geek
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Reply # 1097219 28-Jul-2014 16:23
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Not looking good..

'That VDSL Cat'
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  Reply # 1097224 28-Jul-2014 16:24
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kenkeniff: Not looking good..


TimA is pretty good at looking after people, hes probably got your order open in another tab checking it out every so often for you.

as he pointed out though, someone accidently did something wrong, which is holding things up..

TimA: Seems like someone logged a incorrect order for the line that needs to be cleared before the 200/50 will be working.
Didnt see that until before :(
So hopefully thats cleared by this afternoon!


you need to wait for that to finish before they can set things right unfortunately. 




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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