Vodafone TV not working - Wife is raging at me. Please Help!

Forums › Vodafone New Zealand (including Vodafone, WxC, Farmside) › Vodafone TV not working - Wife is raging at me. Please Help!

Scotty1986

312 posts

Ultimate Geek

#153754 6-Oct-2014 23:16

Please help me as I may not last the night, the wife may kill me if she misses any more of her shows. While I was at work she turned on the TV at around 8pm to the message "Service Unavailable" She panics and runs around like a headless chicken (I assume) then calls me. I tell her to reset the modem and pull the plug on the Vodafone TV box, she doe not do either of these. She calls Vodafone and after a shockingly bad 25 minute wait she hangs up and gives up on it for the night.

I arrive home at 10.30pm. First thing I do after getting a earful of how I should have not got rid of sky is reset the Vodafone TV box. After the reset it tells me it needs a update after flicking through different shades of a black screen and changing resolution multiple times. It updates (I think, hard to tell when there is no progress bar), and still shows the same messages. I reset the box again, nothing, service unavailable. Wife swears at Vodafone. I roll my eyes at Vodafone. Wife rage quits and goes to bed. I carry on. Next step is reset modem. Nothing. Reset TV box one more time. Nothing. Decided to post here, while waiting on hold for Vodafone to pick up.

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82 posts

Master Geek

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Lifetime subscriber

#1148755 6-Oct-2014 23:26

Same issue here pretty much to the letter. At one point I got a "could not connect to server" type message. Finally got my automated callback after over an hour and a half and now I'm 5 mins "at the front of the queue"... Apparently there is a known issue in Paraparaumu, but I'm in Dunedin so who knows how widespread this is!

Update: no immediate fix, tried power cycling the ONT, RGW, and STB, and the three finger reset. The rep I spoke to was pretty puzzled so I get the feeling it isn't a widespread issue, he's raised a ticket with faulting so we'll see how it goes.

I work in the Corporate/Government space for Vodafone NZ, but I know at least a little bit about a lot of things we do. I volunteer my time on here, and all opinions expressed are my own and do not necessarily reflect those of my employer.

gchiu

1188 posts

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#1148756 6-Oct-2014 23:44

Doesn't Vodafone allow you to watch some channels online as Sky does?

konfusd

82 posts

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#1148765 6-Oct-2014 23:49

gchiu: Doesn't Vodafone allow you to watch some channels online as Sky does?

Yep, through Sky GO so only useful for the handful of channels available on that.

insane

2416 posts

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#1148766 6-Oct-2014 23:51

Their network status page has a lot of orange all over it for various services, sounds like this may be related.

Scotty1986

312 posts

Ultimate Geek

#1148781 7-Oct-2014 00:01

grrrr my call got disconnected after 25mins, seems thier call centre is now down as I cant get through anymore. I'm in Johnsonville, Wellington, by the way. My internet plan is/meant to change tonight, when I first got Vodafone TV just the other day I had the same problem. Turns out Chorus forgot to turn on something called multicast when my fibre got installed that day. I wonder if my plan change has caused the same issue? My plan change has not happened on my end yet though, still same speeds.

konfusd

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#1148796 7-Oct-2014 00:22

Hmm I wonder if that's causing the issue for me too, I called on Wednesday to have my plan changed...

I called 0508 888 800 from my mobile and got offered a call back, wait time was still ~ 1hr 45 mins though. I know it's not the "correct" number for fibre customers but AFAIK the tech support option takes you through to the same queue you'd get to via 0800 806 106

Scotty1986

312 posts

Ultimate Geek

#1148800 7-Oct-2014 00:35

konfusd: Hmm I wonder if that's causing the issue for me too, I called on Wednesday to have my plan changed...

I called 0508 888 800 from my mobile and got offered a call back, wait time was still ~ 1hr 45 mins though. I know it's not the "correct" number for fibre customers but AFAIK the tech support option takes you through to the same queue you'd get to via 0800 806 106

I think that narrows it down, it takes a call to chorus to fix, I'm pretty sure they can just do it over their network. Has you rplan change gone through yet? Was it a data change or speed change or both? Mine was a speed change.

konfusd

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#1148807 7-Oct-2014 00:46

Not sure if it's gone through, I wasn't given a date for it to change but a quick speed test (over wifi, I know I know) makes me think it might have. I was changing speed 100/50 to 100/20 - didn't need the extra upload speed so why pay extra for it?

Scotty1986

312 posts

Ultimate Geek

#1148809 7-Oct-2014 00:56

I was doing the oppisite, going from 20 to 50 since I ordered my plan before they changed them. Any Idea when the change took place? Also, out of interest,m what speeds were you getting, including ping, on 100/50 and now on 100/20?

Scotty1986

312 posts

Ultimate Geek

#1149923 8-Oct-2014 13:18

Day 3, still no service. Have tried to get through to Vodafone multiple times, I was either disconnected on their end or I hung up after 45mins of waiting. My wife has tried twice also. Any Vodafone reps on here want to help out? I have sent 3 PM's on the Vodafone forum and one said he will get someone to call me. That was 2 days ago. I'm on fibre and had a plan change when this happened.

itxtme

1769 posts

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#1149945 8-Oct-2014 13:43

Call on your mobile it will offer you the option of them calling back (keeping your place in line). This has worked well for me a couple weeks back.

Scotty1986

312 posts

Ultimate Geek

#1149946 8-Oct-2014 13:44

Right, It's time to cancel Vodafone, the whole point was to just have one bill with Vodafone, mobile, tv and internet. Since they don't actually use one billing method anyway and because of the huge hassle they have been for the last 3 months, I'm out of here! Just wanted to give them one last chance to fix things, and get told it's a 1 hour queue just for someone to answer. Was not offered a call back, even though I called from a cell. When I get home from work tonight I'm looking for new providers. It's been a terrible experience Vodafone. The worst I have had. Thanks to the Vodafone reps on here that have helped get things soughted for me with all the issues in the last few months. I'm sorry that it was in vain. Unfortunitly, your call centre has let you down.

InstallerUFB

833 posts

Ultimate Geek

#1149956 8-Oct-2014 14:07

Just a side note - Multicast can actual drop on your connection to the Chorus ONT from the GPON system even though you have multicast on your profile - reseting (power on/off) your STB/RGW or even the ONT will do nothing to reset - Your Profile has to be reloaded by chorus to let multicast through again. This is usualy done on request from the service tech who is sent by VF to find out whats wrong.

I dont know why this happens - im just the guy who gets called to your houses to have a look at why your STB has stopped working

BMarquis

265 posts

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Chorus

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#1150331 8-Oct-2014 23:22

InstallerUFB: Just a side note - Multicast can actual drop on your connection to the Chorus ONT from the GPON system even though you have multicast on your profile - reseting (power on/off) your STB/RGW or even the ONT will do nothing to reset - Your Profile has to be reloaded by chorus to let multicast through again. This is usualy done on request from the service tech who is sent by VF to find out whats wrong.

I dont know why this happens - im just the guy who gets called to your houses to have a look at why your STB has stopped working

This should definitely not be the case!
I'd be interested in some recent example cases if you could PM them to me and I'll investigate further.
If this is happening, I'd like to fix it :)

chrispchikin

126 posts

Master Geek

#1159545 21-Oct-2014 20:03

This is exactly what happened to me when VF moved me from the 30/10 to the 100/20 plan a few weeks ago.

I believe it was resolved at a Chorus level, but not by a simple profile rebuild.

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