Ongoing Line failures and daily support calls required

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hsvhel

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#233790 3-May-2018 10:35

Hi Team

Do we have any VF affiliated members on here still?

We are having ongoing line issues with service to my parents house and it has (in the last 2 weeks) resulted in daily, or more calls to support. Service suddenly stops with the modem showing N/A for all stats on the screen.

Chorus have been out twice in the last week, only for the service to again fail minutes after its restored.

I'm not looking to give anyone grief about it, just some clear information on whats been found/done when techs have attended and what can be done moving forward.

They rely on a sure signal for cell support as the house is out of coverage and being thick concrete acts like its own bunker.

Happy to discuss further particulars if anyone in the community can lend an eye on the case?

Cheers

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#2006997 3-May-2018 11:10

You need to call and log another job to Chorus not much more can be done than that and make it clear other jobs have been opened and closed recently for the same issue

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hsvhel

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#2009458 7-May-2018 19:04

its been done, daily in some cases and although i understand the process and the need. Its wearing on those i am repeatedly asking to do it.

VF have been logging the calls and requesting chorus but having someone turn up "repair" a fault only to have it fail minutes to hours after leaves me asking what exactly they're doing....if anything at all to repair the actual fault..

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#2009515 7-May-2018 19:39

Ask VodafoneNZ to run a 24 hour line test

John

hio77

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#2009517 7-May-2018 19:48

hsvhel:

its been done, daily in some cases and although i understand the process and the need. Its wearing on those i am repeatedly asking to do it.

VF have been logging the calls and requesting chorus but having someone turn up "repair" a fault only to have it fail minutes to hours after leaves me asking what exactly they're doing....if anything at all to repair the actual fault..

What your essentially asking for is for VF to own end to end your issue to resolution, monitor it for awhile after.

Unfortunately they won't do this, it is simply not feasible for them to do so costwise.

Ideally, faults should be resolved first time by chorus. Obviously that hasn't happened here.

Unfortunately unless the foot is really put into chorus, they will come out fix one thing long as it's looking good sign it off.

the field techs are paid per job, and thus quick fixes is the most logical move to play.

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Coil

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#2009539 7-May-2018 19:52

hio77:

hsvhel:

its been done, daily in some cases and although i understand the process and the need. Its wearing on those i am repeatedly asking to do it.

VF have been logging the calls and requesting chorus but having someone turn up "repair" a fault only to have it fail minutes to hours after leaves me asking what exactly they're doing....if anything at all to repair the actual fault..

What your essentially asking for is for VF to own end to end your issue to resolution, monitor it for awhile after.

Unfortunately they won't do this, it is simply not feasible for them to do so costwise.

Ideally, faults should be resolved first time by chorus. Obviously that hasn't happened here.

Unfortunately unless the foot is really put into chorus, they will come out fix one thing long as it's looking good sign it off.

the field techs are paid per job, and thus quick fixes is the most logical move to play.

Is it still policy that they only pay once per site/fault and if it re faults in a certain period of time they must go fix it again at their own time cost?

hio77

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#2009575 7-May-2018 20:04

Coil:

Is it still policy that they only pay once per site/fault and if it re faults in a certain period of time they must go fix it again at their own time cost?

I'm unsure about that policy in current state, back in the day... for consumers it sucked almost as much as the field tech.

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