In the dark about new cable install date

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#156087 19-Nov-2014 08:54

Hi all,

New cable install in Wellington. Signed up on the 10th, told that it may be installed on the 24th but I'd receive a SMS in the next day or so to confirm a date. No contact.

Went into a VF store on the morning of the 17th to get them to check install dates and was told I would receive a SMS later that afternoon. No contact.

Can a kind person from VF please check what is going on with my install date? I just need to know the day so I can plan to work from home.

I've tried the calling the help desk but can't be bothered waiting on the line and Customer zone doesn't provide any info. This is a pretty terrible on boarding process, but I'm giving VF the benefit and assuming is falling down on Downer's(?) side of things.

timmmay

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#1178292 19-Nov-2014 09:12

Can you get UFB? The install process is even worse, but it's worth it.

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#1178313 19-Nov-2014 09:29

timmmay: Can you get UFB? The install process is even worse, but it's worth it.

I wish. Not until Jun 2016. Yet the 5th house to the left can.

Previous tenants were only getting 5 Mbit/s sync downstream on ADSL, so Cable is the only choice for a decent connection.

timmmay

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#1178318 19-Nov-2014 09:33

Cable is good once it's installed, I had few problems in the years I had it. It's a shame the service is so wildly variable, unfortunately often toward the not so good end of the scale.

ckc

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#1178332 19-Nov-2014 09:48

I'm happy with cable. Wasn't happy with the install process - no communication like you - but I'm happy with the service overall.

UFB, now that process is a dog's breakfast. When it comes to the designed of the installation process the phrase "blindfolded monkey fingerpainting" comes to mind.

Actually, to be fair, the process might be good. But when it comes to implementation the phrase "blindfolded money diarising" comes to mind.

Etc. You can tell I'm not happy with what's happened with UFB, can;t you? :P

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#1179327 19-Nov-2014 10:08

I'd be more willing to the put up with a terrible process if the outcome was getting fiber.

I know I'll be happy with cable (besides the network niggles that happen every so often), much more than a poor xDSL connection.

Would just like to get this done already, I'm ripping through mobile data and it's frustrating sitting in the lounge looking at the coaxial cables without a modem attached to them.

NikT

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#1179329 19-Nov-2014 10:13

If you give Downer a call on 0508 DOWNER (0508 369 637) (Option 2 for residential, then option 1 for installs if memory serves) & quote your account number, they can check the current booking date and reschedule if need be.

The usual process for this is that the sales rep will take the order, the order entry team will run it, and they'll leave it unscheduled with a flag to Downer dispatch to contact the customer to arrange the install time. These are processed by Downer in the order that they're received, but as long as the install order has been loaded on your account, Downer can book this in on the spot if you give them a bell.

Cheers,

- Nik

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#1179338 19-Nov-2014 10:29

NikT: If you give Downer a call on 0508 DOWNER (0508 369 637) (Option 2 for residential, then option 1 for installs if memory serves) & quote your account number, they can check the current booking date and reschedule if need be.

The usual process for this is that the sales rep will take the order, the order entry team will run it, and they'll leave it unscheduled with a flag to Downer dispatch to contact the customer to arrange the install time. These are processed by Downer in the order that they're received, but as long as the install order has been loaded on your account, Downer can book this in on the spot if you give them a bell.

Cheers,

- Nik

Hi Nik,

Cheers for the info - I'll give this a go.

I've only got an order number from VF - can't for the life of me find an account number in Customer Zone.

Will that info be enough for Downer?

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#1179340 19-Nov-2014 10:32

Obviously install experiences vary.
I got VF cable installed in Wellington 2 years ago. (fiber coming 2019-2020)

No problems with the install, on the advised date (but I did have to be home).

Worked perfectly from day 1.
At least 95% of advertised (local) line speeds 95% of the time.

Less enthusiastic about cable Sky (2-year contract, overpriced, bad programs, faulty Tbox, now fixed)

Sideface

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#1179349 19-Nov-2014 10:41

All sorted - thanks for your help Nik.

Have an install date for tomorrow afternoon (20th).

Mattmannz

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#1179385 19-Nov-2014 11:38

How do I get my account number? I called on the 10th of November to sign up and was told I would receive an SMS, never got it, got an email about setting up my account but the process crashed part way through and now can't sign in again.

Was told install date would be within two weeks. Downer left me a voicemail on the 16th to advise it would be the 1st of December!

House already has cable so just need the modem plugged in and activated. Any help appreciated on trying to progress this. Have called Vodafone a few times and sat on hold and got frustrated.....

Cheers
Matt.

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#1179399 19-Nov-2014 11:49

Mattmannz: How do I get my account number? I called on the 10th of November to sign up and was told I would receive an SMS, never got it, got an email about setting up my account but the process crashed part way through and now can't sign in again.

Was told install date would be within two weeks. Downer left me a voicemail on the 16th to advise it would be the 1st of December!

House already has cable so just need the modem plugged in and activated. Any help appreciated on trying to progress this. Have called Vodafone a few times and sat on hold and got frustrated.....

Cheers
Matt.

Matt, I called Downer and they were able to pull up my info by using my name. I too didn't have an account number.

If you happen to be in Wellington there are quite a few free slots available from Thursday - Saturday this week.

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Mattmannz

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#1179408 19-Nov-2014 12:03

Just called and I am now rebooked for Saturday afternoon. Thanks heaps for the help everyone!

Cheers
Matt.