Insight on my experience trying to get cable

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Insight on my experience trying to get cable

Dudeguy

27 posts

Geek

#177408 1-Aug-2015 16:15

Hey guys, I posted here a while ago asking about how cable is and stuff since I wanted to get my premises hooked up with cable. Am 50 meters away from houses with Fibre connection, so I had no choice but to go for cable since I wanted a fast connection.

I called VF helpdesk around 15 or 16 July, and "ordered" Unlimited 100/10 cable.
I was told to expect a technician to come over in 5-7 working days.

About a week later, I called this number 0800 806 106 to ask about my progress.
Was told that it'll take another 5-9 working days. Frustrated, but I still waited.

On Wednesday 28 July I called again and was told that I will be put as "ASAP", somehow they still weren't able to get me a damn date at least.

I called again yesterday.. After talking with someone, I found out that on my account it was stated I was "connected" already. That's funny because I never even got a date of when to expect a technician over. I was then transferred to a young lady. We talked a bit and I was told that their technicians never got a booking or a schedule to come over to my place. She then told me she will try to work something out and will call me back (she kept saying she couldn't do anything).

After one hour, I got a call back from the same lady and she basically pulled off a "take it or leave it" on me and told me that the fastest they'll be able to schedule me for an install at my place would be the 10th of August. Like seriously!? I had to wait so long and even longer than I was told to wait and now I have to wait another bloody 10 days?? They couldn't schedule me for an install earlier than 10th August?
No matter what I said the lady kept telling me she couldn't do anything and I either had to wait until the 10th, it's either I take it or leave it.

I can't believe VF has a very bad system in place and their customer service is horrible on so many levels. I wished I had fibre so I don't have to deal with them. I know it's my choice anyway that I wanted to get cable with them, but they are the only company providing cable so yeah..

Just ranting here. Sucks that I had to wait almost a month, and kept being pushed with meaningless "5 to 7 days" or "5 to 9 days".

Is there anything I could do to get my install done quicker or do I have to wait till 10 August..?

gbwelly

1243 posts

Uber Geek

#1356686 1-Aug-2015 16:50

Cancel the install and go with xDSL with another ISP. Vodafone need to be punished for their shambolic service and the only way to do it is not to give them your money. I am on a 130Mb/s cable plan, wish I was on VDSL:
Last Result:
Download Speed: 4293 kbps (536.6 KB/sec transfer rate)
Upload Speed: 10046 kbps (1255.8 KB/sec transfer rate)
8/1/2015, 4:48:15 PM

quickymart

13958 posts

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#1356720 1-Aug-2015 17:48

^ that isn't the situation everywhere, is it?

Jase2985

13462 posts

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#1356730 1-Aug-2015 18:03

and shouldnt be there post august

Dudeguy

27 posts

Geek

#1357671 3-Aug-2015 11:47

I'll try it out first, maybe things will be better by the end of this month..?

Sideface

9357 posts

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#1357737 3-Aug-2015 13:05

Dudeguy: I'll try it out first, maybe things will be better by the end of this month..?

Meanwhile ...

Wellington hourly TrueNet cable stats for the last 4 weeks:

(click to view)

Sideface

dylanp

840 posts

Ultimate Geek

Trusted

#1357772 3-Aug-2015 13:51

Sorry to hear this, very rarely there might be issues entering or processing orders. It sounds like it's been done properly this time so hopefully the install will be simple now.

gbwelly

1243 posts

Uber Geek

#1357787 3-Aug-2015 14:09

Dudeguy: I'll try it out first, maybe things will be better by the end of this month..?

Good luck!

Sharesies

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

Salami

237 posts

Master Geek

#1357966 3-Aug-2015 16:34

Feels like a chorus than a VF issue to me in some way for not scheduling an order.

Maybe it was scheduled but chorus changed the date?

dylanp

840 posts

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#1357974 3-Aug-2015 16:39

Salami: Feels like a chorus than a VF issue to me in some way for not scheduling an order.

Maybe it was scheduled but chorus changed the date?

To be fair to Chorus, they're not involved with cable installs, but yeah, I expect it's a similar communication or scheduling issue.

Dudeguy

27 posts

Geek

#1358026 3-Aug-2015 17:18

It would be great if the customer rep could at least explained the situation and offered to escalate my issue to a higher up instead of constantly telling me "I cannot do anything" and only giving me the option of an installation on the 10th of August even after I've waited so long and longer than I was told. I know that these things are handled by a third party but I feel like I had the right to at least get an installation early this week instead of having to wait another 10 days even though I wouldn't mind waiting a few days at the very most.

But I guess at least now I have an installation date and know when to expect someone, hopefully someone does turn up. Even though it would be nice to have someone understand my situation and try to get me an earlier installation after being pushed a couple times and waiting longer than I was told to. And once again I do not know the true situation and I am not going to blame Vodafone for this since it is handled by a third party.

Salami

237 posts

Master Geek

#1358221 3-Aug-2015 21:32

VodafoneDylan:
Salami: Feels like a chorus than a VF issue to me in some way for not scheduling an order.

Maybe it was scheduled but chorus changed the date?

To be fair to Chorus, they're not involved with cable installs, but yeah, I expect it's a similar communication or scheduling issue.

Aren't contractors/service company belong to chorus assuming the original post is from a UFB/Chorus are and not UFF or enable?

Too bad chorus are the only providers out there . They have control of mostly everything which makes it quite unfair for the ISPs when it comes to issues.

Jase2985

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#1358223 3-Aug-2015 21:38

Cable is not provided by chorus, and has nothing to do with them.

rexuzroma

16 posts

Geek

#1358315 4-Aug-2015 08:00

Would anyone beleive? I ordered My Sky with vodafone and UFB upgrade and received the confirmation of my order on email on June 5th 2014. I got MySky with vodafone almost within a week or 2. After Chorus having trouble getting access to our building, I was told upgrade to UFB cannot be completed about September of October last year.

I cancelled My Sky in January this year with vodafone and had only ADSL plan until about mid April, I received a call from Vodafone saying a technician would like to come over and install UFB. Chorus guy came and I had to reschedule my work timings twice and he mentioned he could see a MySky request in my order. I called Vodafone and told them that I had that order delivered last year and I cancelled it in January. The agent told me he will "update" the records which never happened.. UFB was connected and live on 30th May 2015, about 5 days short of the 1st anniversary of the order and then it was fun. I started getting 2 invoices from ADSL, UFB with Mysky. Would you beleive I have made atleast 10 calls to Vodafone, this isnt an exaggeration and the agent would promise the same and the next month I would have late payment charges because UFB account needs direct debits setup again even though you had it on ADSL, "effectively it isnt a transition but looks like joining a different ISP". I still got my outstanding accumulate and had to do direct debits again and after one month still money kept piling up. Each time to call these people I had to wait for about an hour, because the call gets hung up automatically after 40 to 50 minutes of holding and call back again.

The last call I made to vodafone the guy said he fixed everything, and I would only pay for the remaining charges I have on UFB monthly. I had to be rude a couple of times because to me it looked like their notes recording system was pen and paper as nothing was getting 'updated". Fingers crossed its been almost a 15 month battle with Vodafone to get their billing straight, I hope no one will have to go through so many issues trying to connect UFB.

cisconz

cisconz
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#1358358 4-Aug-2015 09:24

rexuzroma: Would anyone beleive? I ordered My Sky with vodafone and UFB upgrade and received the confirmation of my order on email on June 5th 2014. I got MySky with vodafone almost within a week or 2. After Chorus having trouble getting access to our building, I was told upgrade to UFB cannot be completed about September of October last year.

I cancelled My Sky in January this year with vodafone and had only ADSL plan until about mid April, I received a call from Vodafone saying a technician would like to come over and install UFB. Chorus guy came and I had to reschedule my work timings twice and he mentioned he could see a MySky request in my order. I called Vodafone and told them that I had that order delivered last year and I cancelled it in January. The agent told me he will "update" the records which never happened.. UFB was connected and live on 30th May 2015, about 5 days short of the 1st anniversary of the order and then it was fun. I started getting 2 invoices from ADSL, UFB with Mysky. Would you beleive I have made atleast 10 calls to Vodafone, this isnt an exaggeration and the agent would promise the same and the next month I would have late payment charges because UFB account needs direct debits setup again even though you had it on ADSL, "effectively it isnt a transition but looks like joining a different ISP". I still got my outstanding accumulate and had to do direct debits again and after one month still money kept piling up. Each time to call these people I had to wait for about an hour, because the call gets hung up automatically after 40 to 50 minutes of holding and call back again.

The last call I made to vodafone the guy said he fixed everything, and I would only pay for the remaining charges I have on UFB monthly. I had to be rude a couple of times because to me it looked like their notes recording system was pen and paper as nothing was getting 'updated". Fingers crossed its been almost a 15 month battle with Vodafone to get their billing straight, I hope no one will have to go through so many issues trying to connect UFB.

And this is to do with Vodafone Cable how?

Hmmmm

graemeh

2078 posts

Uber Geek

#1358410 4-Aug-2015 10:13

cisconz:
rexuzroma: Would anyone beleive? I ordered My Sky with vodafone and UFB upgrade and received the confirmation of my order on email on June 5th 2014. I got MySky with vodafone almost within a week or 2. After Chorus having trouble getting access to our building, I was told upgrade to UFB cannot be completed about September of October last year.

I cancelled My Sky in January this year with vodafone and had only ADSL plan until about mid April, I received a call from Vodafone saying a technician would like to come over and install UFB. Chorus guy came and I had to reschedule my work timings twice and he mentioned he could see a MySky request in my order. I called Vodafone and told them that I had that order delivered last year and I cancelled it in January. The agent told me he will "update" the records which never happened.. UFB was connected and live on 30th May 2015, about 5 days short of the 1st anniversary of the order and then it was fun. I started getting 2 invoices from ADSL, UFB with Mysky. Would you beleive I have made atleast 10 calls to Vodafone, this isnt an exaggeration and the agent would promise the same and the next month I would have late payment charges because UFB account needs direct debits setup again even though you had it on ADSL, "effectively it isnt a transition but looks like joining a different ISP". I still got my outstanding accumulate and had to do direct debits again and after one month still money kept piling up. Each time to call these people I had to wait for about an hour, because the call gets hung up automatically after 40 to 50 minutes of holding and call back again.

The last call I made to vodafone the guy said he fixed everything, and I would only pay for the remaining charges I have on UFB monthly. I had to be rude a couple of times because to me it looked like their notes recording system was pen and paper as nothing was getting 'updated". Fingers crossed its been almost a 15 month battle with Vodafone to get their billing straight, I hope no one will have to go through so many issues trying to connect UFB.

And this is to do with Vodafone Cable how?

Absolutely nothing to do with Vodafone Cable but very relevant to Vodafone and their ability to provide customers with the services they have requested.