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7 posts

Wannabe Geek


Topic # 169855 28-Mar-2015 11:38
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Landline went down on Wednesday so I called vf and reported a fault. Went through all the usual rigmarole of isolating phones , disconnecting modem etc but tech eventually agreed that there was a fault on the network.

Fast forward to Friday night, still no phone (and seeing as we have very marginal cell signal that is a real inconvenience) and having heard nothing at all from vf I ring again, first tech tells me that the fault has been logged as fixed, and when I tell him it hasn't asks me to hold the line while he passes me up the system.

So then I wait for over 30 minutes and finally get to talk to a woman that I found totally unhelpful and gave me the impression that she really didn't give a damn. I was told that there was a fault in the area but she was not able to tell me what or give any time frame for it's repair but that it was being looked into. ( Doubtful seeing as tech 1 said it was logged as fixed!)

Upon pressing for more info, she then said the fault was at the exchange and when I asked why I am paying for a service that they are not providing, she said that no credit would be considered until the 72 hour mark.

We are in the Waiwera area and connect to the Red Beach exchange, and to put it bluntly, I am less than impressed with the service I am getting for the money I give them.

Don't even mention the broadband that is so congested as to be almost unusable in the evening. I am a realist. I don't expect very fast broadband living in the country, but it should be held at a decent speed. And I do expect customer service that reflects the money I pay them.

I am now seriously thinking about a change.

Mark

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  Reply # 1269467 28-Mar-2015 11:38
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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.



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  Reply # 1269492 28-Mar-2015 11:55
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just going to put this out there, changing providers will not change you broadband speed :)


 
 
 
 


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  Reply # 1270485 28-Mar-2015 14:24
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From what you have said, you can change to whatever ISP, your internet won't be fast.





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  Reply # 1271489 28-Mar-2015 15:00
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Hi @Spyked

I am quite sure you are not connected to the Red Beach exchange but a Conklin cabinet up that way off the Red Beach exchange, My friend lives close to Waiwera hot pools and is connected to a Conklin cabinet, All users no matter what ISP will be getting the same peak and off-peak time performance

The actual issue up that way is impacting all customers on all ISP's not just Vodafone and the repair is with Chorus not Vodafone and the lady can't do much at all sorry,

John

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  Reply # 1271499 28-Mar-2015 15:31
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johnr: Hi @Spyked

I am quite sure you are not connected to the Red Beach exchange but a Conklin cabinet up that way off the Red Beach exchange, My friend lives close to Waiwera hot pools and is connected to a Conklin cabinet, All users no matter what ISP will be getting the same peak and off-peak time performance

The actual issue up that way is impacting all customers on all ISP's not just Vodafone and the repair is with Chorus not Vodafone and the lady can't do much at all sorry,

John


Hmmm

Seems to me that his biggest beef is with having no landline. He pays his bills to VF so it is VF that should be communicating to him in a manner that he understands.

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  Reply # 1271500 28-Mar-2015 15:35
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All I am doing is clearing up some facts about the speed customer should expect and the fault that Chorus is working on up that way,

I can't do anymore than that thanks



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Wannabe Geek


  Reply # 1271513 28-Mar-2015 16:23
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Hi John, as I stated in the op, I do not expect stellar bb speeds,I currently have internet but no phone. But on top of having no phone and getting very poor communication as well as no information from the vf customer service rep I have to say that I am not at all happy.

I was told that the problem was at the Red Beach exchange and not on the road. Hence the reference. It is the first time I have ever had a rep refuse to give a time frame for resumption of service. Certainly got the impression she had no interest and that I should not be complaining about paying for a service that I am not receiving.

So is the problem at the exchange or somewhere on the road?

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  Reply # 1271523 28-Mar-2015 16:49
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The issue could be at Red beach exchange but I am sure you are connected to hardware that is connected to the Red beach exchange so it will impact your connection,

Chorus is working on the issue not Vodafone so they are the ones that know where / what the issue is, The rep can't provide you a time frame as you are connected to hardware that retail ISP's don't manage I fully understand you are paying for a service but it's a best effort service, If you were paying for a managed service then it would be a different story,

Sorry but until the issue is resolved by the 3rd party all customers no matter what ISP will be impacted,

@ChorusNZ do post on Geekzone maybe they could add some value to this thread,

John

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  Reply # 1271531 28-Mar-2015 17:07
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Hey Spyked,

I deal with these issues for customers all the time. Looks like no matter what ISP you were with you would still get the same fault and internet speeds but if an ISP isn't giving you the customer service you deserve I think that is reason enough to move. I have been getting this treatment from vodafone a lot recently. I think when you log a fault and they say they are sending someone out to investigate they should be contacting you afterwards to confirm the service is working again and if they were unable to get the service working at least give you a reasonable timeline even if they are honest and said it could take over a week to fix



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Wannabe Geek


  Reply # 1272519 28-Mar-2015 17:30
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Just had a chat to a couple of neighbours, one is with Slingshot, spoke to cs immediately when reporting the same problem and now has full service again.
The other is with Telecom and pretty much the same result, both were told that the problem would be resolved within a 48 hour period, and indeed that's what happened.
Vf kept me waiting for over half an hour, and gave me the brush off. I appreciate John taking the time to reply but overall the companies service has been poor, I pay my bill promptly, rather than making a "best effort" and am starting to think that my loyalty to the company means sod all. If there is an issue with Chorus it would be nice to hear that vf is being proactive on my behalf.
Not the feeling I have at the moment.

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  Reply # 1272520 28-Mar-2015 17:33
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If the neighbours are back online then restart everything including the modem and see if it connects, If not then a job will need to be logged

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  Reply # 1272522 28-Mar-2015 17:43
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No, Vodafone CS need to ring the customer and confirm that service has now been restored. If ot has not, they need to go away and make sure that it is, then call the user back and advise how long it will be.

That is what CS does.


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  Reply # 1272524 28-Mar-2015 18:00
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Spyked: Just had a chat to a couple of neighbours, one is with Slingshot, spoke to cs immediately when reporting the same problem and now has full service again.
The other is with Telecom and pretty much the same result, both were told that the problem would be resolved within a 48 hour period, and indeed that's what happened.
Vf kept me waiting for over half an hour, and gave me the brush off. I appreciate John taking the time to reply but overall the companies service has been poor, I pay my bill promptly, rather than making a "best effort" and am starting to think that my loyalty to the company means sod all. If there is an issue with Chorus it would be nice to hear that vf is being proactive on my behalf.
Not the feeling I have at the moment.

You may find you get better customer service elsewhere. I get the feeling your issue is not so much "my service is down" but more "the customer service is appalling" ?



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  Reply # 1272548 28-Mar-2015 19:06
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Sadly after many years with vf I am seriously thinking that it might be time for a change. Any suggestions for a decent replacement?

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  Reply # 1272571 28-Mar-2015 20:46
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Spyked: Sadly after many years with vf I am seriously thinking that it might be time for a change. Any suggestions for a decent replacement?


You have already answered that question .....choose one of your neighbours suppliers!!
JohnR is great and does help out significantly, but alas he cannot fix most of what is wrong with VF.

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