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483 posts

Ultimate Geek
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# 175702 9-Jul-2015 09:27
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Hi Team
Wondering if i can get some input and assistance with our home connection, last night we experienced a failure in service and the phone line has major static crackling on it after some wet weather.
The broadband connection is unstable and will drop off at random due to the poor connection.

I placed a call to the help desk, and whilst answer time was fast, i have ended up with being read a call sheet of generic answers.
Including but not limited to "i have run a line test, i can confirm the line has failed and the service will not connect, however your connection is fine"...........

I have requested a technician will be sent to check the connection.  Whilst that will be somewhere in the next 72hrs, is any of the more experienced vodafone team able to check the connection and offer a more enlightened approach.  I understand the need for call center procedures, but these guys have no idea what they're talking about, and would not transfer me to someone that did.

Done so far
-modem reboot
-changed handset for phone
-connected phone direct to wall socket, crackling still there
-there are no other devices connected to any of the other wall outlets, phone and modem run through filter into first outlet
-power for modem connected to wall outlet direct, not through multi-box

Overall reason for message is more to further the information given to the attending tech than the blank sheet with Fault they are likely to receive from the call desk.  I work in the service industry and that drives me nuts when our call desk does it to us.


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5668 posts

Uber Geek
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  # 1339682 9-Jul-2015 09:27
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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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  # 1339697 9-Jul-2015 09:34
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As you have been advised it's a line fault and a job has been passed to Chorus, The static on the line is a clear indicator and this will also impact broadband

You need to wait for Chours to check out the line

 
 
 
 




483 posts

Ultimate Geek
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  # 1339707 9-Jul-2015 09:43
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Cheers Johnr
And i am more than happy to do so, what i was more requesting in writing the above was perhaps some more confirmed testing could have been done to assist the attending tech.  After describing the static i was advised that the issue was likely caused by one of my devices. 
More interested in having the tech turn up with information to rectify the issue rather than what i likely know they're going to be told.


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  # 1339709 9-Jul-2015 09:44
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Chorus tech really only needs to know ' Static on the line ' and ' unstable broadband '

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Ultimate Geek
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  # 1339731 9-Jul-2015 10:08
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The difference between an experienced agent and inexperienced agent in the scenario you are describing is largely how they would talk to you. Honestly from a testing point of view there is not any more which can be done remotely.

I can 100% sympathize on how you feel. I used to work in residential complaints and help with floor support for VF res agents. I can certainly imagine you having a conversation which has left you not very confident. The really good news is the whole scripted step by step approach creates a situation where a person who doesn't have years of experience can get to the same necessary actions required to solve a problem as a more experienced agent would.




Please note: I have a professional bias towards Vodafone.



483 posts

Ultimate Geek
+1 received by user: 188


  # 1340368 10-Jul-2015 09:18
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Cheers Jaxar
I understand where you are coming from also. I cover front line from time to time and shudder at some of the people representing the brands ability to listen.

 

Had a visit today, confirmed line failure and refered to cabling team, hopefully they dont dig up my drive or the neighbors property!
In case of a total lead in failure, whats the approach? Total replacement or repair and patch at fail point (where ever that is) 

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