I have had enough of Vodafone Customer Service... which ISP is for me?

Forums › Vodafone New Zealand › I have had enough of Vodafone Customer Service... which ISP is for me?

andrewinwlg

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Topic # 162073 28-Jan-2015 11:54

They used to have good customer service before the merge with Telstra. It is ironic because I knew how bad Telstra customer service was so we actually chose Voda, but looks like the merger took things in the wrong direction in that matter.

Last night was a nightmare. Line speed was ridiculously low, and they transferred me to level-2 support, where I sat on hold for 45 minutes, only to find out there was noone still available in level-2 support. They took my number and promised to call back but I am still waiting.

Who still has locally-based customer support that can answer the phone and deal with problems promptly?

Cheers

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Reply # 1223931 28-Jan-2015 11:54

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

michaelmurfy

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Reply # 1223979 28-Jan-2015 12:19

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Bigpipe - http://bigpipe.co.nz is really good, email only support but don't let that scare you away as they're much quicker with faults resolution than some of the bigger players.

They've got a Grabone promotion on at the moment: http://www.grabone.co.nz/auckland/bigpipe-69

Michael Murphy | https://murfy.nz
A quick guide to picking the right ISP | The Router Guide | Community UniFi Cloud Controller | Ubiquiti Edgerouter Tutorial

nakedmolerat

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Reply # 1223990 28-Jan-2015 12:34

Vodafone support is local.

If you can cope without phone line, email only support, then go for bigpipe (subsidiary of Spark).

Spark is also an option, we don't see much complain about their services on Geekzone.

johnr

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Reply # 1223995 28-Jan-2015 12:37

Are you checking modem line stats and can you post what these are and approx where you are located?

Jaxar

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Reply # 1224005 28-Jan-2015 12:43

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Hey Op,

While your frustrations are no doubt justified since you are here anyway how about following up on PeterReaders' tips and see if it is something GZ can help with.

Please note: I have a professional bias towards Vodafone.

nakedmolerat

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Reply # 1224007 28-Jan-2015 12:46

Jaxar: Hey Op,

While your frustrations are no doubt justified since you are here anyway how about following up on PeterReaders' tips and see if it is something GZ can help with.

+1

The guys from Vodafone (JohnR, etc), they are the right people who can help you with most issues.

dafman

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Reply # 1224009 28-Jan-2015 12:48

nakedmolerat: Vodafone support is local. If you can cope without phone line, email only support, then go for bigpipe (subsidiary of Spark). Spark is also an option, we don't see much complain about their services on Geekzone.

Apart from my recent thread complaining about Spark increasing prices in for customers under a fixed term contract. They are the only ISP to do so, VF and others are honouring their contract pricing. Not that you will find anything on Spark's promotional information which mentions their ability to raise your fixed term contract pricing on their whim, you have to dig well into the small print of their terms of services to find that gem. Phew, rant over, feel better, back to lunch (-:

michaelmurfy

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Reply # 1224011 28-Jan-2015 12:49

dafman:
nakedmolerat: Vodafone support is local. If you can cope without phone line, email only support, then go for bigpipe (subsidiary of Spark). Spark is also an option, we don't see much complain about their services on Geekzone.

Apart from my recent thread complaining about Spark increasing prices in for customers under a fixed term contract. They are the only ISP to do so, VF and others are honouring their contract pricing. Not that you will find anything on Spark's promotional information which mentions their ability to raise your fixed term contract pricing on their whim, you have to dig well into the small print of their terms of services to find that gem. Phew, rant over, feel better, back to lunch (-:

Vodafone did this too...

Michael Murphy | https://murfy.nz
A quick guide to picking the right ISP | The Router Guide | Community UniFi Cloud Controller | Ubiquiti Edgerouter Tutorial

Demeter

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Reply # 1224019 28-Jan-2015 13:04

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michaelmurfy:
dafman:
nakedmolerat: Vodafone support is local. If you can cope without phone line, email only support, then go for bigpipe (subsidiary of Spark). Spark is also an option, we don't see much complain about their services on Geekzone.

Apart from my recent thread complaining about Spark increasing prices in for customers under a fixed term contract. They are the only ISP to do so, VF and others are honouring their contract pricing. Not that you will find anything on Spark's promotional information which mentions their ability to raise your fixed term contract pricing on their whim, you have to dig well into the small print of their terms of services to find that gem. Phew, rant over, feel better, back to lunch (-:

Vodafone did this too...

No, the new pricing will not affect customers on a current contract. If someone signed up at a specific pricepoint, we'll honour it until their contract ends.

ETA: Lol, I like your new GZ tag, ^MM

http://community.vodafone.co.nz
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andrewinwlg

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Reply # 1224205 28-Jan-2015 16:26

Well, the line is miraculously working again, though the problem tends to happen in the evenings, and I did have one time today where I had to reboot the modem. Currently it all looks healthy for an ADSL2 line on Maida Vale Rd Roseneath Wellington, Vodafone unlimited plan.

ADSL Link Downstream Upstream
Link Rate 13890 Kbps 745 Kbps
Line Attenuation 16.5 dB 6.7 dB
Noise Margin 11.9 dB 12.4 dB

System Up Time 05:40:45
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 152132 155112 0 4881 5471 04:23:05

I will monitor tonight and let you know if it takes a dive again.

Cheers

chevrolux

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Reply # 1224218 28-Jan-2015 16:35

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The only reason to be with Vodafone is for Cable or Mobile. If you have normal ADSL2+ literally any other provider would be a better choice.

However, changing providers won't fix your dropout issue but you might at least get to talk to a CSR who knows what to do.

Behodar

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Reply # 1224220 28-Jan-2015 16:38

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Demeter: ETA: Lol, I like your new GZ tag, ^MM

I'm only 30 faster than TimA :(

Back to the original question; I've been with Mynxnet for about six months, with no complaints. As it's a small ISP, support is quick :) (my most recent ticket got a response in 7 minutes).

GZ discussion: http://www.geekzone.co.nz/forums.asp?forumid=132&topicid=146904

nakedmolerat

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Reply # 1224221 28-Jan-2015 16:39

So it looks like a congestion at peak time?

gregmcc

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Reply # 1224249 28-Jan-2015 17:49

Demeter:
michaelmurfy:
dafman:
nakedmolerat: Vodafone support is local. If you can cope without phone line, email only support, then go for bigpipe (subsidiary of Spark). Spark is also an option, we don't see much complain about their services on Geekzone.

Apart from my recent thread complaining about Spark increasing prices in for customers under a fixed term contract. They are the only ISP to do so, VF and others are honouring their contract pricing. Not that you will find anything on Spark's promotional information which mentions their ability to raise your fixed term contract pricing on their whim, you have to dig well into the small print of their terms of services to find that gem. Phew, rant over, feel better, back to lunch (-:

Vodafone did this too...

No, the new pricing will not affect customers on a current contract. If someone signed up at a specific pricepoint, we'll honour it until their contract ends.

ETA: Lol, I like your new GZ tag, ^MM

rubbish, your promotional material quite clearly says that the is an increase for *everyone* including those on a contract.....but those on a contract will receive a discount equivalent for the term of their contract

mattwnz

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Reply # 1224255 28-Jan-2015 18:02

michaelmurfy: Bigpipe - http://bigpipe.co.nz is really good, email only support but don't let that scare you away as they're much quicker with faults resolution than some of the bigger players.

They've got a Grabone promotion on at the moment: http://www.grabone.co.nz/auckland/bigpipe-69

I prefer email support anyway, far easier to get things resolved, as long as they give it the correct priority it deserves. Spark are good these days, although they are bigpipes parent company, so I pressume pretty much the same network. The benefit of spark is free lightbox at the moment.

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