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584 posts

Ultimate Geek
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  Reply # 1219978 22-Jan-2015 12:16
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Hopefully JohnR will come and clear things up, I would be interested to know if they have stopped all installs or not.









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Master Geek
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  Reply # 1219980 22-Jan-2015 12:17
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KiwiNZ: Are you saying that VF are no longer doing installs on their HFC Network period? if so their Website does not reflect this and surely they would have made some sort of press statement about that.


Yeah, I'm not sure what that he was referring to now because I'm pretty sure we're about to get a new cable install.

 
 
 
 


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Uber Geek
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  Reply # 1219982 22-Jan-2015 12:18
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Maybe the other person was just trying to get you off the phone. Hopefully not.

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Ultimate Geek
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  Reply # 1220033 22-Jan-2015 12:48
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code15:
KiwiNZ: Are you saying that VF are no longer doing installs on their HFC Network period? if so their Website does not reflect this and surely they would have made some sort of press statement about that.


Yeah, I'm not sure what that he was referring to now because I'm pretty sure we're about to get a new cable install.


I haven't heard of any policy changes regarding cable installs. I went to check with a colleague who has an extensive background in cable and she hadn't heard of anything either. Good to hear the install is lined up now, sorry for the confusion earlier.

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  Reply # 1220039 22-Jan-2015 12:56
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Any idea why the OP would have been told they're not doing new installs?



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Master Geek
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  Reply # 1220052 22-Jan-2015 13:01
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quickymart: Any idea why the OP would have been told they're not doing new installs?


I originally called 0508 349 349 (the online address checker told me to). The guy seemed like he was genuinely trying to help. We checked the properties either side and the difference was they already had cable installed at the road side and just had to be taken up to the house. Where as in our case there was no existing cable. Apparently.

My last call was to the Vodafone Broadband sales team on 0800 438 448, not sure if I got through to a different call centre. Sounds like I did as there was a lot more background noise.

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Master Geek
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  Reply # 1220669 23-Jan-2015 11:45
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VodafoneDylan:
code15:
KiwiNZ: Are you saying that VF are no longer doing installs on their HFC Network period? if so their Website does not reflect this and surely they would have made some sort of press statement about that.


Yeah, I'm not sure what that he was referring to now because I'm pretty sure we're about to get a new cable install.


I haven't heard of any policy changes regarding cable installs. I went to check with a colleague who has an extensive background in cable and she hadn't heard of anything either. Good to hear the install is lined up now, sorry for the confusion earlier.


Dylan - maybe you could dig a bit and find out which agent told the OP that no new HFC installs are being done, and see if they can be re-trained?

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Ultimate Geek
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  Reply # 1223099 27-Jan-2015 11:37
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Shadbolt: ... Dylan - maybe you could dig a bit and find out which agent told the OP that ...?


Might be tricky but I can try. I'll PM the OP.

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  Reply # 1223173 27-Jan-2015 12:41
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Lias: UFB > Cable > VDSL > ADSL

The only real issue is that Vodafone have some fairly well documented support issues at the moment, and they are pretty notorious at stuffing up your bill :-)


chevrolux: If all you can get is ADSL2+ or Cable then Cable is a far better option. It is just unfortunate that it is Vodafone cable. Your bill will most certainly be wrong 9 times out of 10.

However, Cable itself works very well. Speeds are good. Seems quite reliable so far. Much much better than 10Mbps ADSL.


@code15,
Billing issues are very unlikely although they are more likely to get them with new installs. Certainly, "wrong 9 times out of 10" is absurd hyperbole frown. Most of what people talk about is also historical. From my perspective, the billing has improved since Vodafone took over. For example, the bill shows the nominal value of all the services I use with the value of each of the discounts as there are both packaged and free services. I also get a discount for having a mobile phone on-account with Vodafone.

We've been on cable for at least a decade and during that time we've change our plans and services at least once every three months. Yet we've had only a few billing issues and only one which wasn't resolved very quickly.

Our connection seems to be far more consistent than those of VDSL users in my area of Lower Hutt. Having said that, there have been three periods where cable performance has dropped. One of those has been intermittent issues over the last six months which has impacted us by irregularly losing connections to game servers and the like. Vodafone recently told us there is a network upgrade in our area which might affect us but we haven't noticed anything and the previous intermittent issues have disappeared.

The main reason that I have ever had for leaving cable was the premium that we used to have to pay over competing ADSL/VDSL products. Current pricing is far more competitive.

Re support, the main problem has always been longer wait times on phone support than is acceptable - it was the same with Telstra Clear. But now, it you have to make a phone call for support, take the option to get them to call you back. It was only available for first level support so if you get transferred to higher levels of technical support then you might still have to wait on the line a long time.

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  Reply # 1223250 27-Jan-2015 13:53
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Hammerer: @code15,
Billing issues are very unlikely although they are more likely to get them with new installs. Certainly, "wrong 9 times out of 10" is absurd hyperbole frown. Most of what people talk about is also historical. From my perspective, the billing has improved since Vodafone took over. For example, the bill shows the nominal value of all the services I use with the value of each of the discounts as there are both packaged and free services. I also get a discount for having a mobile phone on-account with Vodafone.

We've been on cable for at least a decade and during that time we've change our plans and services at least once every three months. Yet we've had only a few billing issues and only one which wasn't resolved very quickly.

...

Re support, the main problem has always been longer wait times on phone support than is acceptable - it was the same with Telstra Clear. But now, it you have to make a phone call for support, take the option to get them to call you back. It was only available for first level support so if you get transferred to higher levels of technical support then you might still have to wait on the line a long time.


The billing issues (if you read VF's FB page) seem to be quite consistent, and often it's the same thing; people call with a wrong bill, person on the phone says "oh I'll get it fixed". Next month, bill arrives and it's wrong again, necessitating another lengthy phone call. You have probably been very lucky.

Re support, remember I worked at TCL Faults and can remember many occasions where I and my colleagues were waiting for inbound calls as we had none come through (I can't speak for Customer Services but anecdotally they always had long wait times, no matter the time of day). However since VF came along it seems that the wait time for any ex-TCL support is quite bad now.

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  Reply # 1223293 27-Jan-2015 14:18
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I've been on VF cable for two years, and have only had one billing error.
This occurred when I upgraded my plan, and was charged a new connection fee in error.
One phone call fixed it - the error was acknowledged verbally, and by email within hours.
(It took about 15 minutes for the phone to be answered.)




Sideface


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  Reply # 1223687 27-Jan-2015 23:21
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quickymart:
Hammerer: @code15,
Billing issues are very unlikely although they are more likely to get them with new installs. Certainly, "wrong 9 times out of 10" is absurd hyperbole frown. Most of what people talk about is also historical. From my perspective, the billing has improved since Vodafone took over. For example, the bill shows the nominal value of all the services I use with the value of each of the discounts as there are both packaged and free services. I also get a discount for having a mobile phone on-account with Vodafone.

We've been on cable for at least a decade and during that time we've change our plans and services at least once every three months. Yet we've had only a few billing issues and only one which wasn't resolved very quickly.

...

Re support, the main problem has always been longer wait times on phone support than is acceptable - it was the same with Telstra Clear. But now, it you have to make a phone call for support, take the option to get them to call you back. It was only available for first level support so if you get transferred to higher levels of technical support then you might still have to wait on the line a long time.


The billing issues (if you read VF's FB page) seem to be quite consistent, and often it's the same thing; people call with a wrong bill, person on the phone says "oh I'll get it fixed". Next month, bill arrives and it's wrong again, necessitating another lengthy phone call. You have probably been very lucky.

Re support, remember I worked at TCL Faults and can remember many occasions where I and my colleagues were waiting for inbound calls as we had none come through (I can't speak for Customer Services but anecdotally they always had long wait times, no matter the time of day). However since VF came along it seems that the wait time for any ex-TCL support is quite bad now.


I believe you about consistent problems but a feedback page is not a representative sample. What proportion of customers would have the problem? I'd expect it is a very small percentage given the size of the customer base. But if I'm wrong and it is much more significant then I'd be interested to see the actual stats.

Most of the people I know are on Vodafone cable and most haven't moved to UFB when it is available. I don't hear them complaining anymore than others complain about Sky and Spark/Telecom.

As to using support, not everyone is finding things worse. Here's what I posted in November:
"I agree that call centre service should be improved but the call centre stats are improving for me. I've used the call-back option with mobile phone and my other recent calls have been answered more quickly as all were under 20 minutes. The last one was only half a minute but then I did have to wait to get through to the tech I needed because there was no call-back option for transferred calls."




187 posts

Master Geek
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  Reply # 1232402 6-Feb-2015 21:44
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Anyone have any idea why an aerial drop isn't available from this power pole outside our house? (Going across the road)

https://cdn.geekzone.co.nz/imagessubs/0faede7915cb54430338c11e8332f2c9.jpg 

A few metres down the road other houses have a direct connection the pole:

https://cdn.geekzone.co.nz/imagessubs/7697bfdaf086f2b1acb803c4e2715a6d.jpg


When I was talking to a rep yesterday, I was told that to do an aerial drop it would require them to put another pole on our side of the road. I'm wondering why this is as it seems all the other homes have cable attaching directly to their houses (picture 2).

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Uber Geek
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  Reply # 1232415 6-Feb-2015 22:11
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Too hard? Cost?
Are they going to come out and look at it (at least), or have they visited already and that was the assessment?



187 posts

Master Geek
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  Reply # 1232465 7-Feb-2015 08:00
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Nope, no visit. That's was I was just checking here, would make things easier if someone could point out why an aerial drop isn't possible in our case.

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