Vodafone callback option, will they call?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone callback option, will they call?

marmel

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#164257 3-Feb-2015 11:36

VDSL suddenly stopped working last night about 7:30.

After doing a reboot etc I rang the help desk. Answered pretty quickly. As I have VDSL I had to be put through to a specialist, the CSR said I will put you right through now. Well I gave up after 30 minutes on hold and rang the help desk again.

Spoke to a different CSR who told me no specialist was available and I could be called back the next day. After I asked if there was nothing he could do himself he did run a line check and couldn't see the modem etc.

So he assured me he would put the details through and have someone call me this morning. I have come home from work and rang again as I haven't received a call. Currently on hold again for a CSR.

I have to head back to work shortly so I can guarantee what will happen, I will call the CSR after work only to be told no VDSL specialist is available.

Has anyone requested a call back before and actually got called?

I'm fairly pessimistic with telco help desks after years of poor service from the majority of them, emails never being answered etc. Just had another issue with Spark which required 4 calls over 2 months to resolve.

I'm going to be very annoyed if this isn't sorted today, nothing has changed my end either, modem sits on top of the pantry, hasn't been touched other than when I did the reboot.

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#1231113 4-Feb-2015 13:43

Coming up on two days now with no internet. Technician booked for lunchtime today, no one has turned up. Don't have time to spend 30 minutes on hold at the moment To try and get it sorted.

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marmel

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#1231122 4-Feb-2015 13:56

Who are the technicians VF use, I am assuming it is Chorus? Just spoke to the help desk again (call answered straight away which was great) but got told the technician had visited the exchange and fixed the fault, uh no thy haven't. Still nothing, no signal. How hopeless is this process if the technician or VF don't even call to make sure the fault is fixed or at least run a line check to see if they can see the modem, fecking useless.

johnr

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#1231126 4-Feb-2015 14:11

Chorus report back to Vodafone this is feed back to customer! Vodafone don't go on site

The Chorus tech should call the customer, They have when they visited my place for a line fault

marmel

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#1231133 4-Feb-2015 14:25

johnr: Chorus report back to Vodafone this is feed back to customer! Vodafone don't go on site

The Chorus tech should call the customer, They have when they visited my place for a line fault

I don't have a contract with Chorus, I am customer of VF. If I have an issue with the services I am paying VF for I would expect VF to get it sorted and let me know when it has been done. Chorus are just paid contractors of VF, I wouldn't be expecting them to make a phone call to myself.

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#1231137 4-Feb-2015 14:39

Anytime I've had issues, I've called the ISP, who then gets Chorus out - each time, the Chorus techs have always contacted me even if the fault was at the exchange/cabinet. Im happier to deal with the Chorus tech rather than the helpdesk to get my issue resolved....

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johnr

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#1231140 4-Feb-2015 14:41

marmel:
johnr: Chorus report back to Vodafone this is feed back to customer! Vodafone don't go on site

The Chorus tech should call the customer, They have when they visited my place for a line fault

I don't have a contract with Chorus, I am customer of VF. If I have an issue with the services I am paying VF for I would expect VF to get it sorted and let me know when it has been done. Chorus are just paid contractors of VF, I wouldn't be expecting them to make a phone call to myself.

I know you don't have a contract with Chorus, Vodafone and all the other ISPs have to work off what Chorus advise them when they work on the Chorus network,

In these cases the ISP is the middle person,

' Chorus are just paid contractors of VF ' this is not quite correct either as Chorus only work on the Chorus network that they own,

Jaxar

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#1231147 4-Feb-2015 14:49

marmel:
johnr: Chorus report back to Vodafone this is feed back to customer! Vodafone don't go on site

The Chorus tech should call the customer, They have when they visited my place for a line fault

I don't have a contract with Chorus, I am customer of VF. If I have an issue with the services I am paying VF for I would expect VF to get it sorted and let me know when it has been done. Chorus are just paid contractors of VF, I wouldn't be expecting them to make a phone call to myself.

You expect Chorus to get access to a site without calling the site contact first?
Normal complaint I hear is that Chorus didn't call soon enough. Not that they don't expect to be called at all.

Based on what has been said so far I would guess it was a no sync fault originally and tech was able to get sync back up at the exchange. Your challenge is Chorus don't get hired to fix a customers problem but to fix a specific fault. This means they don't tend to beuseful for your basic things like customer not having the ethernet cable plugged in but can also result in a situation where they legitimately fix something that is broken but it might not be the only cause of the customers problem. This information gets fed back to VF who would normally text message the customer saying hey we think its fixed please tell us if it isn't.

Please note: I have a professional bias towards Vodafone.

Coil

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#1231157 4-Feb-2015 14:55

Vodafone is a reseller of Chorus's network and services, ADSL, VDSL, NGA, HSNS etc.
Chorus has no SLA for a residential connection, Meaning there is no agreed service level for a tech call out or speed or anything. Techs have a response time of 72 working hours. (Still isnt a SLA)
Chorus should call the end user to advise they are coming if site access is needed or if they need to advise you of something. (Chorus meaning the tech)

marmel

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#1231170 4-Feb-2015 15:30

Jaxar:
marmel:
johnr: Chorus report back to Vodafone this is feed back to customer! Vodafone don't go on site

The Chorus tech should call the customer, They have when they visited my place for a line fault

I don't have a contract with Chorus, I am customer of VF. If I have an issue with the services I am paying VF for I would expect VF to get it sorted and let me know when it has been done. Chorus are just paid contractors of VF, I wouldn't be expecting them to make a phone call to myself.

You expect Chorus to get access to a site without calling the site contact first?
Normal complaint I hear is that Chorus didn't call soon enough. Not that they don't expect to be called at all.

Based on what has been said so far I would guess it was a no sync fault originally and tech was able to get sync back up at the exchange. Your challenge is Chorus don't get hired to fix a customers problem but to fix a specific fault. This means they don't tend to beuseful for your basic things like customer not having the ethernet cable plugged in but can also result in a situation where they legitimately fix something that is broken but it might not be the only cause of the customers problem. This information gets fed back to VF who would normally text message the customer saying hey we think its fixed please tell us if it isn't.

It isn't a customer issue, I have even changed out the master splitter in case that had failed. The modem is plugged in direct into the patch panel which the splitter feeds into, the POTS is still working, just no DSL.

The point is I am the customer, VF is the service provider. I really don't care what the inner workings of their service agreement with Chorus is as it's got nothing to do with me, if there is an issue with my service VF have to sort it out regardless of what the fault is (external) or who is actually doing the repairing.

Are we to assume that for a telco to spend 5 minutes running a line check after a fault is fixed is just too hard? Is that really what we have come to accept as a suitable level or service?

johnr

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#1231181 4-Feb-2015 15:38

Call back you must have the fault ticket number and advise the issue is not resolved and you would like Chours sent again to have another look

marmel

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#1231185 4-Feb-2015 15:41

johnr: Call back you must have the fault ticket number and advise the issue is not resolved and you would like Chours sent again to have another look

Yes I've done that John, unfortunately the CSR couldn't tell me when a tech would be able to come back so
I Now have no idea when this might be resolved. Doesn't make any sense, yesterday the CSR looked up the techs booking system and gave me a time, today the CSR said he had no control over when they would come back.

Jaxar

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#1231223 4-Feb-2015 16:40

marmel:

It isn't a customer issue, I have even changed out the master splitter in case that had failed. The modem is plugged in direct into the patch panel which the splitter feeds into, the POTS is still working, just no DSL.

The point is I am the customer, VF is the service provider. I really don't care what the inner workings of their service agreement with Chorus is as it's got nothing to do with me, if there is an issue with my service VF have to sort it out regardless of what the fault is (external) or who is actually doing the repairing.

Are we to assume that for a telco to spend 5 minutes running a line check after a fault is fixed is just too hard? Is that really what we have come to accept as a suitable level or service?

I wasn't implying it was a customer issue simply giving examples of what sorts of things can to lead to limitations for any provider fixing a customers problem vs fixing a fault. I can't step in and actually make anything useful happen for your problem or most other problems on GZ. I will on occasion try to offer some information that I think may be helpful, usually with an opinion for added fun. I don't think anybody here is trying to argue that VF isn't responsible for getting any non customer related faults fixed. Previously you had not clarified that you have isolated it down to a sync issue and that you can still see sync is down. That information certainly makes my guess wrong. I can think of answers (again without all the facts so could well be wrong) to your question about a line test result after Chorus advised it was fixed and for why the CSR on the rebook didn't have the abillity to access to a schedule but the orignal did. They are both however pesky inner workings things.

Please note: I have a professional bias towards Vodafone.

marmel

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#1231260 4-Feb-2015 17:45

Glad to say service has now been restored. No idea what the issue was as no one called and the Chorus tech hasn't been here so I am assuming it was an issue at the cabinet or exchange.

I would like to call the help desk and find out but my Crowded House/Bic Runga quota has already been exceeded for this month.

marmel

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#1232643 7-Feb-2015 18:13

Found out today that the issue was with a port card at the exchange that had been damaged during a thunderstorm.

Unfortunately I found that out when I rang up for another fault, no internet again.

Appears to be a completely different fault this time as I am getting DSL sync and the up/down stream speeds are fine, just no internet.

On a positive note the VDSL tech answered after about 12 minutes on hold which was not too bad.

marmel

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#1233089 8-Feb-2015 19:45

Had to call back as Internet has stopped yet again. No one called back after I called yesterday either, this is the annoying bit.

When I queried this today I got told that Chorus told them it was fixed, no it isn't. Exactly the same customer service issue as last week, it appears they just take it as gospel from Chorus which I can kind of understand but twice now Chorus has told VF it has been fixed when it hasn't. Also did not receive any txt message with ticket number etc yesterday.

Anyway it now seems there are more problems at the exchange, I did get a txt this afternoon saying resolution date is now looking like Wednesday next week.

Internet is coming and going, working at the moment though.

There would be a LOT less frustration if Telco's used a bit more common sense and communicated more efficiently with their customers.

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