Gave up after 90 minutes

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Reply # 1189909 6-Dec-2014 15:07

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MichaelNZ:
KiwiNZ:
My wife is on 2 Degrees, she would say her experience has been very poor.

Right now I dislike them the least.

A sad indictment of the industry in NZ.

Mike
Retired IT Manager.
The views stated in my posts are my personal views and not that of any other organisation.

Using empathy takes no energy and can gain so much. Try it.

plambrechtsen

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Reply # 1189922 6-Dec-2014 16:45

KiwiNZ:
MichaelNZ:
KiwiNZ: My wife is on 2 Degrees, she would say her experience has been very poor.
Right now I dislike them the least.
A sad indictment of the industry in NZ.

I would say it's fairly typical.

It always amuses me how much people complain that they are being ripped off. Yet when compared to AU we have faster speeds, more nationwide coverage of more people in both the mobile and fixed broadband space.

However then I will see the complaints about why can country x offer unlimited mobile or broadband for $10. To which I say NZ is a country of 4 million or so. When compared to countries like the Netherlands with 16 million living in the size of Canterbury. Size does matter.

MikeB4

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Reply # 1189923 6-Dec-2014 16:49

plambrechtsen:
KiwiNZ:
MichaelNZ:
KiwiNZ: My wife is on 2 Degrees, she would say her experience has been very poor.
Right now I dislike them the least.
A sad indictment of the industry in NZ.

I would say it's fairly typical.

It always amuses me how much people complain that they are being ripped off. Yet when compared to AU we have faster speeds, more nationwide coverage of more people in both the mobile and fixed broadband space.

However then I will see the complaints about why can country x offer unlimited mobile or broadband for $10. To which I say NZ is a country of 4 million or so. When compared to countries like the Netherlands with 16 million living in the size of Canterbury. Size does matter.

I agree that NZ Telcos and ISP's provide very good product sets and generally for the majority of their customers all goes smoothly without issues, in other words the silent majority. The only reason I left Spark is that UFB was not going to be in my area until circa 2019, VF offer high speed now via cable.
My experiences with both providers has been very good.

Mike
Retired IT Manager.
The views stated in my posts are my personal views and not that of any other organisation.

Using empathy takes no energy and can gain so much. Try it.

matisyahu

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Reply # 1189947 6-Dec-2014 19:30

KiwiNZ:
plambrechtsen:
KiwiNZ:
MichaelNZ:
KiwiNZ: My wife is on 2 Degrees, she would say her experience has been very poor.
Right now I dislike them the least.
A sad indictment of the industry in NZ.

I would say it's fairly typical.

It always amuses me how much people complain that they are being ripped off. Yet when compared to AU we have faster speeds, more nationwide coverage of more people in both the mobile and fixed broadband space.

However then I will see the complaints about why can country x offer unlimited mobile or broadband for $10. To which I say NZ is a country of 4 million or so. When compared to countries like the Netherlands with 16 million living in the size of Canterbury. Size does matter.

I agree that NZ Telcos and ISP's provide very good product sets and generally for the majority of their customers all goes smoothly without issues, in other words the silent majority. The only reason I left Spark is that UFB was not going to be in my area until circa 2019, VF offer high speed now via cable.
My experiences with both providers has been very good.

It'll be interesting to know what time many of the folks were ringing at though - whether there is this massive bulge all occurring at once or whether it is a consistent x hours of waiting whether it is 9am or 8pm.

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xlinknz

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Reply # 1189987 6-Dec-2014 22:23

For what it is worth I'll add my TCL [now VFNZ] story

I joined them 2.5 years ago after a TCL snr exec appeared on fairgo [due to poor service] and publicly offered on TV his then TCL contact details!. I contacted him and after a personal written guarantee I joined TCL [DSL+POTS], cutover was flawless [outage of a couple of mins], at the time they even had a service flying squad on facebook for customers in response to the fairgo story no doubt.

The DSL performance has been excellent. I have had to call a few times mainly to sort of billing issues [usually as a result of late payment causing double billing] and I have always got a CSR within a timely period and typically have sorted out the issue or got back to me [yes actually called me back]. I agree of late the service does seemed to have dropped but I have never not been able to get hold of them and get my issues sorted. That said I do go out of my way to call at non peak times i.e not lunch time etc. I haven't had a bad experience yet that made me want to walk [& I certainly would]

All that said I am in the market for UFB and considering all my options as the market of late seems to be hotting up with many new entrants. Things have changed as one can now get ufb 100GB+phone for what I am paying for DSL 40GB+phone. In my view things are definitely getting a lot better for the consumer.

My advice - escalate find out who you can call beyond a CSR or walk [if you can]

DarthKermit

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Reply # 1190266 7-Dec-2014 22:44

One person supports this post

The missus spent nearly 90 minutes on hold on the phone to Vodafone tonight (7 Dec) because we couldn't get any internet working, after trying various reboots of laptop and resetting the router. So much for supposedly being available "24 hours a day, 7 days a week". I think it might be a good idea to look for a more reliable ISP that has better customer service. She is going to ring them tomorrow and complain about the false advertising re their availability.

Whatifthespacekeyhadneverbeeninvented?

MikeB4

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Reply # 1190277 7-Dec-2014 23:17

DarthKermit: The missus spent nearly 90 minutes on hold on the phone to Vodafone tonight (7 Dec) because we couldn't get any internet working, after trying various reboots of laptop and resetting the router. So much for supposedly being available "24 hours a day, 7 days a week". I think it might be a good idea to look for a more reliable ISP that has better customer service. She is going to ring them tomorrow and complain about the false advertising re their availability.

Their was an outage, it was announced at the start of their IVR.

Mike
Retired IT Manager.
The views stated in my posts are my personal views and not that of any other organisation.

Using empathy takes no energy and can gain so much. Try it.

biggal

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Reply # 1190282 7-Dec-2014 23:29

do not ring the help desk ( or any 0800 for any other company )

this week as there is a Typhoon in Philippines

and a lot of the call centers are in the Philippines

DarthKermit

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Reply # 1190288 8-Dec-2014 01:47

KiwiNZ:
DarthKermit: The missus spent nearly 90 minutes on hold on the phone to Vodafone tonight (7 Dec) because we couldn't get any internet working, after trying various reboots of laptop and resetting the router. So much for supposedly being available "24 hours a day, 7 days a week". I think it might be a good idea to look for a more reliable ISP that has better customer service. She is going to ring them tomorrow and complain about the false advertising re their availability.

Their was an outage, it was announced at the start of their IVR.

What does IVR mean?

Whatifthespacekeyhadneverbeeninvented?

matisyahu

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Reply # 1190290 8-Dec-2014 03:14

DarthKermit:
KiwiNZ:
DarthKermit: The missus spent nearly 90 minutes on hold on the phone to Vodafone tonight (7 Dec) because we couldn't get any internet working, after trying various reboots of laptop and resetting the router. So much for supposedly being available "24 hours a day, 7 days a week". I think it might be a good idea to look for a more reliable ISP that has better customer service. She is going to ring them tomorrow and complain about the false advertising re their availability.

Their was an outage, it was announced at the start of their IVR.

What does IVR mean?

I think he is referring to their website:

http://www.vodafone.co.nz/help/network-status/

plambrechtsen

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Reply # 1190294 8-Dec-2014 05:30

DarthKermit:
KiwiNZ:
DarthKermit: The missus spent nearly 90 minutes on hold on the phone to Vodafone tonight (7 Dec) because we couldn't get any internet working, after trying various reboots of laptop and resetting the router. So much for supposedly being available "24 hours a day, 7 days a week". I think it might be a good idea to look for a more reliable ISP that has better customer service. She is going to ring them tomorrow and complain about the false advertising re their availability.

Their was an outage, it was announced at the start of their IVR.

What does IVR mean?

http://en.wikipedia.org/wiki/Interactive_voice_response

The computer system you interact with before you speak to a human.

Normally they add an extra announcement saying "these areas are impacted by a known issue"

Different IVRs have different capabilities. Such as depending on the number you ring from you get a different message or directed to a specific person because of rules setup in the IVR. Such as if there is a flag saying you are hard of hearing direct you to a tty machine.

quickymart

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Reply # 1190299 8-Dec-2014 06:08

biggal: do not ring the help desk ( or any 0800 for any other company )

this week as there is a Typhoon in Philippines

and a lot of the call centers are in the Philippines

So what do you? Just wait a week?
Note that not all call centres/helpdesks are based in the Philippines - and there would be contingency plans in place to re-route calls if there were an incident.

DarthKermit

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Reply # 1190368 8-Dec-2014 09:50

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(Mrs Darth here) - KiwiNZ, When I first rang I followed the prompts and was told there was no outages. It was only after I rang a second time that I was told of the problem. If I had have been told of the outage initially, I wouldn't have waited all that time.

Whatifthespacekeyhadneverbeeninvented?

Jonski

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Reply # 1190372 8-Dec-2014 10:04

Jonski: Reconnection will probably be Monday, but I'm not holding my breath in the slightest. I will let y'all know how it goes (or, more probably, doesn't).

Jon

Small update: I received an invoice in the post from Vodafone at the weekend for services up to when they cut me off. Apparently, they are unable to transfer billing from one system to another as they transfer my DSL.

And I think it was posted due to them not having an email address for me- my main one they knew about was deleted when I was migrated, and the one I supplied as part of my UFB application seems to have been ignored.

I'm not sure from the invoice whether it will be billed to my credit card as usual or requires manual payment. I don't care. It's just yet another unsurprising cockup. It's adding insult to injury at this point and they can chase me for it.

Jon

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Smithy100

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Reply # 1190578 8-Dec-2014 13:21

We've been without VF BB since Friday (outage likely occurred weds/thurs) and called VF early on Friday evening. Spent ten mins waiting then a further ten minutes trying to get the agent to understand my Kiwi accent when giving him my phone number so he could get someone to call me "straight" back. They didn't... Fast forward one hour and my partner did the same - though this time she was told someone would call within 24 hours. They didn't... Fast forward to Saturday and after a bleat on twitter they directed me to a page giving direction to reset our hardware which I'd already done... then yesterday, they (VF's sm team) asked me to email them account details etc. So now we have an outage ticket but still haven't spoken to anyone.

I was about to reconsider our home internet options next year - I'll now be doing so much more immediately.

Once we have a working internet connection at home lol.

I feel sorry for the people in the call centre/s as they're clearly under resourced but that doesn't excuse poor service, and it doesn't make me want to continue to utilise their service.

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