Vodafone and Disclosures

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hio77

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#210244 19-Mar-2017 16:29

So, this is an interesting one.

Have logged 3 faults with vodafone in the last two weeks, on all of those events vodafone reps have not played or read out the disclosure for chorus fees nor have they even mentioned it.

Is this a new process for vodafone? from a business aspect i can certainly see this stinging.. but if its a marketing we will fix all your problems thing can understand the argument there..

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#1744680 20-Mar-2017 17:53

I've had a similar experience, and I had to ask about Chorus fees. I hope the call centre person was correct in that Vodafone will be eating the fee since the Chorus tech didn't need to enter the house.

hio77

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#1744684 20-Mar-2017 17:58

PaulFindlay:
I've had a similar experience, and I had to ask about Chorus fees. I hope the call centre person was correct in that Vodafone will be eating the fee since the Chorus tech didn't need to enter the house.

Legal obligations are it must be disclosed..

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Linux

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#1744693 20-Mar-2017 18:19

@mikehales Any comment?

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MikeHales

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#1745030 21-Mar-2017 09:06

I'll check into it

DarrynJ

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#1745220 21-Mar-2017 15:27

All agents should technically be advising of the no fault found fee as part of process.

I've passed this feedback on.

Darryn J | Vodafone Technical Support Specialist | Technical Support: 0508 888 800

hio77

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#1745221 21-Mar-2017 15:31

DarrynJ:

All agents should technically be advising of the no fault found fee as part of process.

I've passed this feedback on.

as suspected.

I probably should have specified, I have noticed all these examples with different agents in residential Red.

good to know its noted though, glad to have sent through some positive feedback (for you guys anyway!)

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PaulFindlay

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#1747289 24-Mar-2017 20:32

@MikeHales, @DarrynJ any advice in dealing with Vodafone Ninjas? I have had issues since last Fri 17 March (and maybe earlier).

Initial symptoms were frequent PPPoE dropouts. A Ninja told me he would run an extended line test through Saturday and asked me to reset the Draytek to factory settings.
A chorus tech has been sent twice (without the aforementioned disclosures).
The chorus tech first identified issues with the line near the street and resolved them.
After that though we had frequent TCP connection dropouts, and the same tech was re-dispatched.
He couldn't find anything further so lent us his own D-Link modem.
- It had less TCP dropouts but our VoIP/SureSignal connections weren't as robust, so I have had calls suddenly disconnect
- Previously with the Draytek modem things were rock solid.
As the D-Link modem was a temporary solution we have borrowed a friend's brand new and unused Spark Huawei H630b modem. This still drops the odd SureSignal call but web activity is fine.
Our connection speeds in the interim have dropped from ~50Mbps to ~30Mbps so I rang the team again tonight to see if they had the previous extended line test results could be compared to current stats.
- It appears though that no extended line test was run last weekend.
- The ninja wanted me to reset the firmware on the Huawei as without that or a Vodafone modem he didn't feel able to help (last time I did this on the Draytek to appease the ninja it completely screwed things as I had to go back in and setup VLAN tagging, MTU and probably never got it right again.
- He also wanted to dispatch a Chorus tech (again without the fee disclosure but after I queried that, he was confident that due to the speed drop there would be no fee).

I really just want to know if there are some stats that can show a continuing line issue or if we have been hit by DLM? I know the same tech would be dispatched and he has really tried to be helpful, so I just wanted to see what Vodafone can help with before we go down that route again?

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hio77

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#1747445 25-Mar-2017 10:51

@PaulFindlay good luck, i was shocked to find out the ninjas do not know what "PSTN" is, nor did they know what a NTS is..

Your drop sounds like a move from 17a to 8b, probably due to a port refresh.

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Linux

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#1747446 25-Mar-2017 10:55

@PaulFindlay Don't reset the modem as above looks like DLM change, Keep the modem on 24/7 and if the line allows it then the profile may change back 17a

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hio77

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#1747451 25-Mar-2017 10:57

Linux:

@PaulFindlay Don't reset the modem as above looks like DLM change, Keep the modem on 24/7 and if the line allows it then the profile may change back 17a

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Just yesterday was looking into a usecase for RM profiled ADSL lines too, fell into much the same category...

Somewhat of a concern tbh, considering the training atleast on my side does not cover these edgecases!

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PaulFindlay

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#1747453 25-Mar-2017 10:59

I was reluctant to reset the Draytek but there was an obvious issue so I followed instructions. I am pretty sure I have always been on an 8b profile and still am. Hence why I am baffled what has caused ~20Mbps hit. Even with power outages and my own fiddling in the past I haven't taken such a hit before.

hio77

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#1747454 25-Mar-2017 11:02

PaulFindlay: I was reluctant to reset the Draytek but there was an obvious issue so I followed instructions. I am pretty sure I have always been on an 8b profile and still am. Hence why I am baffled what has caused ~20Mbps hit. Even with power outages and my own fiddling in the past I haven't taken such a hit before.

Although i don't come in a teir 1 ranking...

From a preservative on my side, reset of customer modem's are very rarely recommend - End of the day, if you ask the customer to reset and they loose settings you have caused an issue there that can be complained about.

Often the best step here is, hey i understand we are having these issues, can we try rolling back to our supported device so we can work on the fault at hand.

I fully expect vodafone guidelines to be third-party support is very limited so expect the same case here.

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PaulFindlay

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#1747456 25-Mar-2017 11:04

I agree. Hence why I am surprised why it is their first recommended step before even "turning it off and on".

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#1747459 25-Mar-2017 11:09

Could be increased crosstalk due to customers getting VDSL installed and no VDSL master filters installed on the lines so ends up impacting other users

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PaulFindlay

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#1747470 25-Mar-2017 11:29

@Linux, I am pretty sure the tech did a port change. We are in a little pocket on our street where enable have rolled out fibre around us but not to us. I've noticed from Chorus' broadband checker that most of our neighborhood are on fibre or still on ADSL. The 2 houses that are on VDSL are getting ~56Mbps/~60Mbps respectively. As we are adjacent I thought our previous speed of ~50Mbps was indicative of our extra distance from the cabinet.

Also when we signed up with VDSL 3 years ago Vodafone were covering the master filter cost, so we had that installed by Chorus.

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