Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
6615 posts

Uber Geek
Inactive user


  # 1748541 27-Mar-2017 09:54
Send private message

hio77:

 

@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.

 

 

 

 

 

 

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had. 
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.




'That VDSL Cat'
11191 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1748547 27-Mar-2017 10:19
Send private message

TimA:

 

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had. 
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

 

 

Did i just press that button again? ;)





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


 
 
 
 


74 posts

Master Geek


  # 1748647 27-Mar-2017 12:38
Send private message

TimA: 

 

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had. 
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

 

 

Can a Chorus tech do this independently of Vodafone customer service?


6615 posts

Uber Geek
Inactive user


  # 1748662 27-Mar-2017 13:04
Send private message

PaulFindlay:

 

TimA: 

 

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had. 
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

 

 

Can a Chorus tech do this independently of Vodafone customer service?

 

 

 

 

No a Tech can not, But Chorus Assure would never do this themselves, They wont do a single thing without ISP request.


6615 posts

Uber Geek
Inactive user


  # 1748663 27-Mar-2017 13:04
Send private message

hio77:

 

TimA:

 

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had. 
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

 

 

Did i just press that button again? ;)

 

 

 

 

Its fffffnnnnn 38Mb/s now wtfffffff. "rages over teamspeak"




'That VDSL Cat'
11191 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1748669 27-Mar-2017 13:17
Send private message

TimA:

 

PaulFindlay:

 

TimA: 

 

What ever you do, do not let a CSR perform a port refresh, This will destroy your DLM profile and you will never see the speeds you once had. 
Unless you have had a serious fault dont bother. Been there done that, @hio77 recalls very very well many rage posts about DLM.

 

 

Can a Chorus tech do this independently of Vodafone customer service?

 

 

 

 

No a Tech can not, But Chorus Assure would never do this themselves, They wont do a single thing without ISP request.

 

 

technically there is nothing stopping them from doing it, but they understand it not to be just a quick fix for it all.

 

 

 

 





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


74 posts

Master Geek


  # 1787401 24-May-2017 12:49
One person supports this post
Send private message

As an update, got my sync rate from 33Mbps to 68Mbps after Chorus re-instated our previous VDSL profile.

 

There is definitely a distinct difference between the NZ and Philippines call centres in terms of them giving a Chorus charge disclosure. NZ call centre staff seem to disclose this without fail, whereas the Philippines call centre staff seem to have a "oh you'll be right" attitude when I've questioned if their calling a tech will result in charges.


 
 
 
 




'That VDSL Cat'
11191 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1787404 24-May-2017 12:51
Send private message

PaulFindlay:

 

As an update, got my sync rate from 33Mbps to 68Mbps after Chorus re-instated our previous VDSL profile.

 

There is definitely a distinct difference between the NZ and Philippines call centres in terms of them giving a Chorus charge disclosure. NZ call centre staff seem to disclose this without fail, whereas the Philippines call centre staff seem to have a "oh you'll be right" attitude when I've questioned if their calling a tech will result in charges.

 

 

record all calls with offshore, legally disclosure must be played and agreed to for the charge to be valid  :)

 

 

 

I can report as of last week, Vodafone are still failing on disclosures - and passing NFF fees, not impressed.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


6615 posts

Uber Geek
Inactive user


  # 1787425 24-May-2017 13:16
Send private message

hio77:

 

PaulFindlay:

 

As an update, got my sync rate from 33Mbps to 68Mbps after Chorus re-instated our previous VDSL profile.

 

There is definitely a distinct difference between the NZ and Philippines call centres in terms of them giving a Chorus charge disclosure. NZ call centre staff seem to disclose this without fail, whereas the Philippines call centre staff seem to have a "oh you'll be right" attitude when I've questioned if their calling a tech will result in charges.

 

 

record all calls with offshore, legally disclosure must be played and agreed to for the charge to be valid  :)

 

 

 

I can report as of last week, Vodafone are still failing on disclosures - and passing NFF fees, not impressed.

 

 

The whiplash you get from telling customer about the NFF fee is insane, Even if it isnt anything to do with their premises or what ever. I think its easier to deal with the off chance it is charged than deal with advising everyone about it.




'That VDSL Cat'
11191 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1787435 24-May-2017 13:26
Send private message

TimA:

 

 

 

The whiplash you get from telling customer about the NFF fee is insane, Even if it isnt anything to do with their premises or what ever. I think its easier to deal with the off chance it is charged than deal with advising everyone about it.

 

 

i agree here, i simply do show concern for the legal standpoint :)

 

 

 

as someone who used to deal with NFF fees alot, it is all in how you apply that indicator. adding a human touch can change that whiplash into undestanding with ease.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


6615 posts

Uber Geek
Inactive user


  # 1787524 24-May-2017 16:00
Send private message

hio77:

TimA:

 

 

 

The whiplash you get from telling customer about the NFF fee is insane, Even if it isnt anything to do with their premises or what ever. I think its easier to deal with the off chance it is charged than deal with advising everyone about it.

 

 

i agree here, i simply do show concern for the legal standpoint :)

 

 

 

as someone who used to deal with NFF fees alot, it is all in how you apply that indicator. adding a human touch can change that whiplash into undestanding with ease.

 

 

of course but as soon as they hear the "You may possibly be charged with a NFF if you equipment at your house is faulty etc or is user error, This is why we troubleshoot with you etc" Still fills them with fear and uncertainty after telling them they can be charged $140, Just CAN be charged, not will be.

 

 


383 posts

Ultimate Geek


  # 1788561 26-May-2017 09:40
2 people support this post
Send private message

I did 5 years at business tech support and 2 years as complaints/floor walking. While a careful hand, some empathy and a great deal of experience can go a way in making disclosure of NFF fees a better experience unless you have spent a significant amount of time dealing with this scenario yourself it is very easy to assume that your personal values would match other customers. Particularly for members of this community which are constantly exposed to best practices on how to think about our technology.

 

Unfortunately the level of racism and out right mean spiritedness the front line staff even the ones based locally can experince when they suggest a customer might need to take some personal and fiscal responsibility for their network can be pretty shocking.

 

This information should be disclosed every single time. There is no question of this however my deepest sympathy lies with the call takers.





Please note: I have a professional bias towards Vodafone.



'That VDSL Cat'
11191 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1860792 8-Sep-2017 11:52
Send private message

@MikeHales @DarrynJ

 

Just raising this one again as i logged a fault this morning without any disclosure for tech. *Recording available.

 

 

 

I'm still working on the basis of above, indicating it should be done for "all faults"





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


615 posts

Ultimate Geek

Trusted
Vodafone NZ

  # 1861247 9-Sep-2017 12:39
One person supports this post
Send private message

@hio77 Thanks for the nudge





Channel Manager, Help & Support @ Vodafone NZ




'That VDSL Cat'
11191 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1861257 9-Sep-2017 12:59
Send private message

MikeHales:

 

@hio77 Thanks for the nudge

 

 

 

 

not a problem :)

 

in this case, staff were great, resolution in 5 hours of calling. i'll admit to having to call 4 times for this, two because the Queues simply were a little long for my liking (i hate sitting on phone, i do enough of it for trials) as it was easier to just disable that WAN link for a day.

 

 

 

Props to @ChorusNZ's system for passing the case to our local tech (and family friend) suspect he popped in on his way home; very efficient use of resources :)





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


1 | 2 
View this topic in a long page with up to 500 replies per page Create new topic



Switch your broadband provider now - compare prices


Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Chorus to launch Hyperfibre service
Posted 18-Nov-2019 15:00


Microsoft launches first Experience Center worldwide for Asia Pacific in Singapore
Posted 13-Nov-2019 13:08


Disney+ comes to LG Smart TVs
Posted 13-Nov-2019 12:55


Spark launches new wireless broadband "Unplan Metro"
Posted 11-Nov-2019 08:19


Malwarebytes overhauls flagship product with new UI, faster engine and lighter footprint
Posted 6-Nov-2019 11:48


CarbonClick launches into Digital Marketplaces
Posted 6-Nov-2019 11:42


Kordia offers Microsoft Azure Peering Service
Posted 6-Nov-2019 11:41


Spark 5G live on Auckland Harbour for Emirates Team New Zealand
Posted 4-Nov-2019 17:30


BNZ and Vodafone partner to boost NZ Tech for SME
Posted 31-Oct-2019 17:14


Nokia 7.2 available in New Zealand
Posted 31-Oct-2019 16:24


2talk launches Microsoft Teams Direct Routing product
Posted 29-Oct-2019 10:35


New Breast Cancer Foundation app puts power in Kiwi women's hands
Posted 25-Oct-2019 16:13


OPPO Reno2 Series lands, alongside hybrid noise-cancelling Wireless Headphones
Posted 24-Oct-2019 15:32


Waikato Data Scientists awarded $13 million from the Government
Posted 24-Oct-2019 15:27


D-Link launches Wave 2 Unified Access Points
Posted 24-Oct-2019 15:07



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.