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368 posts

Ultimate Geek
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Topic # 151384 23-Aug-2014 14:39
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Long story summarised.
Moved house from very reliable and fast Cable to new house with ADSL.
Internet too slow, so Vodafone upgrade me to VDSL. 
Chorus technican installs VDSL, advise no real speed increase due to distance from Exchange.
Chorus in process of installing VDSL breaks phone jack in the house.
Caller ID stops working.
Raise job to fix phone jack.
Vodafone charge me $10 per month higher than agreed. 

By this stage, I really couldn't be bothered dealing with Vodafone.
Move to SNAP fibre for faster internet.
Incredibly slow and very unprofessional service from Chorus about fixing phone jack, only after TDR involved Vodafone fix it.
Vodafone charge me for fixing it after promising not to. Complain. No response, escalate to TDR.
Bill wiped by Vodafone. The above sequence took around 3 months and involved roughly 20 phone calls to Vodafone.
..I was phoned from Vodafone once to follow up.

After bill wiped, no longer with Vodafone, so very happy I no longer have to deal with them for landline services.
Week later: recieve another bill. .. I'm now 6 dollars in credit...
Vodafone, you really suck hard at not doing anything at all.

I'm not wasting another minute of my life dealing with them, aside from raising awareness at poorly they treat their customers.

Edit: reading it back, it sounds like I'm moaning, but honestly if Vodafone had ever bothered to ring me to update me, I would have a much better outtake from this while experience

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  Reply # 1114094 23-Aug-2014 14:51
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TBH most of what I read there seems to apply to Chorus not Vodafone. The $10 difference would probably be the discount they give if you have a on contract cellphone with them. 


'That VDSL Cat'
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  Reply # 1114097 23-Aug-2014 15:04
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sounds like a few things happened here.

- you moved, you cant expect equal services when you move.
- Chorus made a mistake in your installation, and did not fix it - they should have.
- sounds like a spot of miss communication.

- you somehow went from adsl, to fiber.. without moving? that would infer vodafone likely could provide it to you too. (assuming they had things setup in your region to access ufb.)


Vodafone has taken the blunt of your blame, for something thats a mixture of things.. While they possibly didnt handle it the best they could, doesnt sound that bad...




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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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Ultimate Geek
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  Reply # 1114099 23-Aug-2014 15:07
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I did have a ten dollar discount on the adsl plan, and it seemingly wasn't transfered to vdsl. Then again, you'd think they would have also transferred existing caller id. 

I know the issue is primarily with Chorus. Every single action I took was confirmed with Vodafone- e.g. "am I best to discuss this issue with you or chorus?" Vodafone said they'd deal with it.. Also I don't pay chorus, Vodafone do. I pay Vodafone.

Hio77: totally understand but Vodafone are my provider. 
And yes, Vodafone don't provide cable options where I live. 

I wasn't expecting the same service, but from discussing with Chorus and even the Vodafone technician Vodafone knew if my adsl speed was pretty bad moving to vdsl wasn't going to help me. Instead they signed me up regardless. It's the hardware slowing me down. Chorus furthermore indicated had they performed an attenuation test they would have known vdsl wasn't going to work. 


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  Reply # 1114100 23-Aug-2014 15:07
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wait, you went from cable to adsl at your new house, and then got fibre? did voda offer you fibre at all? if not you must be in a enable zone, i dont think voda service them.




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  Reply # 1114101 23-Aug-2014 15:07
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Final invoice $6 in credit and you are upset about this as well? This can be paid out to you if you wish

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  Reply # 1114102 23-Aug-2014 15:09
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doesn't sound like moaning more a rant and not very well researched one but thats forums for ya foot-in-mouth




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  Reply # 1114103 23-Aug-2014 15:12
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johnr: Final invoice $6 in credit and you are upset about this as well? This can be paid out to you if you wish


Cant pay out a credit that was applied by Vodafone. Can pay out an over payment.




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  Reply # 1114104 23-Aug-2014 15:15
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Dcole13: yes, enable fibre where I live, but Vodafone don't have an agreement or whatever to supply it. 

Johnr no, it's not my money, it's presumably a mistake when they wiped the bill? It's more the premise of it. 

Jeffnz: everything I did was run past Vodafone. I'm more sick of the fact Vodafone failed to keep me in the loop and ultimately failed to discuss my options. Basically treated me like an idiot. This may work for %99 of people, but not me.



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  Reply # 1114106 23-Aug-2014 15:18
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Had Vodafone told me honestly vdsl wasn't going to help, or even applied the ten dollar discount or enable caller id, the rest I could accept. Can you honestly tell me this isn't their fault? 

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  Reply # 1114108 23-Aug-2014 15:20
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tehgerbil: Had Vodafone told me honestly vdsl wasn't going to help, or even applied the ten dollar discount or enable caller id, the rest I could accept. Can you honestly tell me this isn't their fault? 


on the note of vdsl,

yes. this isnt their fault.

you already stated the chorus tech said you were too far.


as for the discount or caller id, yes thats on their side, although ild say there was a bit more to it than whats been said here.




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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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  Reply # 1114109 23-Aug-2014 15:21
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Vodafone couldn't know 100% if it will or will not work. Chorus wouldn't allow the install if it couldn't be done to spec. Chorus would reject the order if the line wasnt to spec. If there was fibre available i am stunned you didn't go for that?





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  Reply # 1114110 23-Aug-2014 15:23
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tehgerbil: Had Vodafone told me honestly vdsl wasn't going to help, or even applied the ten dollar discount or enable caller id, the rest I could accept. Can you honestly tell me this isn't their fault? 


No one was been dishonest, Vodafone get VDSL coverage data from Chorus like every other ISP

Was upload faster compared to ADSL?

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  Reply # 1114113 23-Aug-2014 15:28
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johnr:
tehgerbil: Had Vodafone told me honestly vdsl wasn't going to help, or even applied the ten dollar discount or enable caller id, the rest I could accept. Can you honestly tell me this isn't their fault? 


No one was been dishonest, Vodafone get VDSL coverage data from Chorus like every other ISP

Was upload faster compared to ADSL?


Probably beyond the point John. Looking like a name and shame setup here. The OP has moved on to Snap!.




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Ultimate Geek
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  Reply # 1114114 23-Aug-2014 15:29
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I recall having the discussion before moving. They lady listed the new plan, the cost etc.

This is the internet, so without the phone call records you do only have my words, and as we all know people lie on the internet thanks to anonymity. 

I'm just created this when I saw the negative 6 dollars, as it means I have to once again waste my time dealing with Vodafone and thought this was enough to make me take the effort to type it out for you all. 

Think into what I've written what you want, but I have better things to do than do this, but was so frustrated I did anyway. 

@TimA to a degree. I will openly admit I am also on Vodafone for my cellphone and have zero complaints whatsoever. 

What I hope is someone, somewhere reads this and emails the next customer they deal with asking how their issue is going. It really means the world of difference. 

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  Reply # 1114115 23-Aug-2014 15:29
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wouldn't the DSL service from Snap be the same?




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 It's our only home, lets clean it up then...

 

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