Vodafone support... I give up... I have had enough - Who is better? Who should I change too?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone support... I give up... I have had enough - Who is better? Who should I change too?

humvee

196 posts

Master Geek

#171386 15-Apr-2015 22:33

So far I have been on hold for 2nd level support for 30 minutes then cut off, then 50 minutes and then cut off, and now another 30 minutes and still waiting -at least their hold music is better than others...

internet is bearly useable..... see below. I pay for broadband NOT dialup!

Vendor: LINKSYS
ModelName: X3500
Firmware Version: v1.0.01 build 002 Oct 21, 2013
Boot Version: 1.0.38-112.37
CodePattern: N/A
Country: N/A
Language: EN

--------Dynamic Information--------
RF Guest Mac Address: N/A
RF2G Mac Address: 94:10:3E:B9:EA:C5
LAN Mac Address: 94:10:3e:b9:ea:c4
WAN Mac Address: N/A
Hardware Version: 1.0
Device Serial NO: 12F10709401862
GUID: N/A

-------- DSL Information --------
DSL Driver Version: A2pD035m.d24c
DSL VPI/VCI:  0/100
DSL Status:  Up
DSL Mode: ADSL_G.dmt
DSL UpStream Rate:   864Kbps
DSL DownStream Rate:  7616Kbps

        Down      Up
DSL Noise Margin:     16.7       13.0
DSL Attenuation:       18.5         10.0
DSL Transmit Power:     19.7         11.9

1 | 2 | 3 | 4 | 5

6019 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#1285184 15-Apr-2015 22:33

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.

humvee

196 posts

Master Geek

#1285217 15-Apr-2015 23:04

3rd call got answered after 45 minutes. the person I spoke to was reasonable helpful - so we will see what comes of it

yitz

2083 posts

Uber Geek

#1285219 15-Apr-2015 23:05

If you are in an area with only ADSL1 the reduced speeds you are experiencing are likely to be due to congestion at the exchange.

Some here might have suggestions of alternative broadband access if you detail your location.

nakedmolerat

4629 posts

Uber Geek

Trusted

Lifetime subscriber

#1285221 15-Apr-2015 23:13

Please answer Peter Reader post as much as you can.

andrewNZ

2487 posts

Uber Geek
Inactive user

#1285222 15-Apr-2015 23:17

Vodafone may not be able to do anything at all about your speeds, it may simply be congestion.

However, it's time to ask yourself if you are willing to put up with this level of service. You may think you've gotten somewhere, but what about next time you have to call them...

mattbush

784 posts

Ultimate Geek
Inactive user

#1285299 16-Apr-2015 08:30

andrewNZ: Vodafone may not be able to do anything at all about your speeds, it may simply be congestion.

However, it's time to ask yourself if you are willing to put up with this level of service. You may think you've gotten somewhere, but what about next time you have to call them...

Vodafone is overselling its capacity and we can blame the "unlimited" deals in all probability.

We know by now that Vodafone doesn't give a toss about its residential customers and has been encouraging us all to change ISP's for almost 12 months now.

timmmay

20592 posts

Uber Geek

Trusted

Lifetime subscriber

#1285301 16-Apr-2015 08:36

Snap.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

Batman

Mad Scientist
29771 posts

Uber Geek

Trusted

Lifetime subscriber

#1285304 16-Apr-2015 08:43

looks like your neighbours are all watching internet at the dsame time

johnr

19282 posts

Uber Geek
Inactive user

#1285326 16-Apr-2015 09:09

@humvee looking at the other threads you have started / posted in you must be well aware that you are connected to a ASAM which has limited capacity, Changing ISP unless you move off copper will leave you connected to the same hardware / Same speed / Same peak time congestion

http://www.geekzone.co.nz/forums.asp?ForumId=49&TopicId=154487

http://www.geekzone.co.nz/forums.asp?ForumId=40&TopicId=131053

John

johnr

19282 posts

Uber Geek
Inactive user

#1285327 16-Apr-2015 09:10

timmmay: Snap.

Is Snap going to change the hardware the end user is connected to?

johnr

19282 posts

Uber Geek
Inactive user

#1285329 16-Apr-2015 09:11

mattbush:
andrewNZ: Vodafone may not be able to do anything at all about your speeds, it may simply be congestion.

However, it's time to ask yourself if you are willing to put up with this level of service. You may think you've gotten somewhere, but what about next time you have to call them...

Vodafone is overselling its capacity and we can blame the "unlimited" deals in all probability.

We know by now that Vodafone doesn't give a toss about its residential customers and has been encouraging us all to change ISP's for almost 12 months now.

incorrect the end user is connected to a ADSL1 connection in a rural location, All users no matter what ISP they are with connected to the same bit of hardware will be experiencing the same peak time congestion,

Calling your ISP will add zero value as they can't do anything for you

humvee

196 posts

Master Geek

#1285407 16-Apr-2015 10:28

johnr:
mattbush:
andrewNZ: Vodafone may not be able to do anything at all about your speeds, it may simply be congestion.

However, it's time to ask yourself if you are willing to put up with this level of service. You may think you've gotten somewhere, but what about next time you have to call them...

Vodafone is overselling its capacity and we can blame the "unlimited" deals in all probability.

We know by now that Vodafone doesn't give a toss about its residential customers and has been encouraging us all to change ISP's for almost 12 months now.

incorrect the end user is connected to a ADSL1 connection in a rural location, All users no matter what ISP they are with connected to the same bit of hardware will be experiencing the same peak time congestion,

Calling your ISP will add zero value as they can't do anything for you

At the end of the day vodafone is the one I pay money to provide a broadband service - and vodafone is the support contact I am told to use - I cannot contact chorus directly. I have been overly considerate and not called your support lines for 6 months but to this day I have not been able to confirm that the correct people are actually aware of the problem and If I don't call it is likely it will be assumed my issue does not exist. This last week has been far worse the the usual terrible connection.

Vodafone have however text me this morning to tell me my problems have been fixed. ( dare I be insanely optimistic and believe them) and look foward to a good internet connection when I get home.

If this FAULT is not vodafone's fault the please provide me with the contact details of the person or company I should call instead to get the problem fixed and I will call them

Jase2985

13466 posts

Uber Geek

ID Verified

Lifetime subscriber

#1285415 16-Apr-2015 10:39

unless there plans by chours to upgrade the infrastructure in your area, which may be unlikely there is nothing that can be done. There are probably a lot more people/deserving areas than yours which would be higher in the queue for an upgrade.

its just one of those situations where there is not enough money to go round and spending money upgrading your cabinet just doesn't make financial sense. Chorus are a buisness at the end of the day and they still need to be able to make a profit off all the work they do.

johnr

19282 posts

Uber Geek
Inactive user

#1285423 16-Apr-2015 10:44

@humvee DM me the fault ticket number please, I would say the ticket has been closed / resolved as it's not actually a fault as such

Broadband speed is regulated and you are meeting these requirements

networkn

Networkn
32370 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1285433 16-Apr-2015 10:51

mattbush:
andrewNZ: Vodafone may not be able to do anything at all about your speeds, it may simply be congestion.

However, it's time to ask yourself if you are willing to put up with this level of service. You may think you've gotten somewhere, but what about next time you have to call them...

Vodafone is overselling its capacity and we can blame the "unlimited" deals in all probability.

We know by now that Vodafone doesn't give a toss about its residential customers and has been encouraging us all to change ISP's for almost 12 months now.

Do you have evidence to support your claims? Considering how much capacity VF has, it would seem unlikely. I have LOTS of customers who use VF, and given most of them would call us before calling VF anyway, I would be fairly sure it would be more obvious if customers were having performance issues.
This includes my Father in law who is very "sensitive" to speed issues.

As for your second comment, not even worth replying to such drivel :)

1 | 2 | 3 | 4 | 5