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  Reply # 1421150 4-Nov-2015 21:03
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johnr:
gregmcc: I love VF's inventive way they deal with problems they can't sort out.....they simply marked the problem as solved and walk away, Had this twice recently....


@gregmcc Please provide more detail and ticket numbers to me via DM

John



Currently it is been followed up only after some very stern words were had,

Just been looking thru the "My help" question list and there are 7 instances of help requests, 4 of them were resolved and marked "solved", 3 of them were not resolved, but were marked as "Solved - no reply". Just as a point all 3 unresolved was the same problem happening month after month and never actually fixed.

It's not a difficult problem, just an invoicing issue, one that should be resolved easily, but it hasn't



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  Reply # 1421169 4-Nov-2015 21:08
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gareth41: I've recently had several good experiences calling Vodafone on behalf of customers I support for their IT requirements.  I didn't even need to wait 30 seconds, a CSR answered the call almost immediately, I was quite surprised and they were even NZ based.  Sadly though i've had completely the opposite experience with Spark customer support.

I recently had a customer with a DSL302G or similar modem and complaining of slow internet speeds and they were with Spark. The first thing I did was look up their address on the Chorus website and yes fibre was available.  I told them to contact Vodafone for fibre as the wait times for Spark were ridiculous, plus all the recent threads on GZ regarding Sparks poor service.  I am too a Spark fiber customer for my Auckland residential address, and in light of all the complaints about them on GZ i'm now considering a change to Vodafone.


1. I thought the ISP had nothing to do with creating the physical Fibre connection?

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  Reply # 1421171 4-Nov-2015 21:12
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gareth41: [snip]plus all the recent threads on GZ regarding Sparks poor service.  I am too a Spark fiber customer for my Auckland residential address, and in light of all the complaints about them on GZ i'm now considering a change to Vodafone.


Not going to let this pass unchallenged.

With the recent threads on here, the one I was working on turned out to be the customer was getting DDOSed with up to 9.8Gbps of traffic from international sources, and every time this happened the DDOS mitigation system kicked in and blackholed them for 30 minutes. If that customer had been using our DNS servers (instead of 8.8.8.8 as they did from time to time), they would have retained access to NZ based services at least.

The other performance threads recently all relate to an issue affecting one single subnet, on one BNG in Glenfield. Of the tens of thousands of users on that BNG, and the dozen or so /21s, we identified 4-5 users on here reporting a problem, and 3 others that were reported to us from a streaming video OTT provider that gave us some IP addresses of people that reported issues to them. That issue has resolved itself now, with no intervention from us - so while we don't know the root cause we know exactly where to start looking if it happens again... It may well not even be an issue on our equipment/network, but isolated to a individual handover on a supplier network for example.

To say "in light of all the complaints about them on GZ" makes it sound a lot worse than I think it really is, and I think it's only fair to present a counterpoint.

Cheers - Neil G


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