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8 posts

Wannabe Geek


#235916 9-May-2018 14:11
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It looks like I made a bad decision and that was to Join Vodafone for VDSL

 

I have never had such a painful experience in my life. 

 

When you first join your sent the instructions 

 

VDSL Broadband

 

If you have ordered VDSL Broadband, you'll need to be at home for upto 2 hours on the date and time of the install. We'll email and text you with your scheduled date and our friendly technician will call you half an hour before their arrival.

 

 

 

So on the install day I waited around for the AM time slot. At no time did I get a call from the technician and then the problems started.

 

First call was shocking at the least, Call the Vodafone Ninja (AKA overseas call centre) for a script reader. They picked up the call and you heard the call centre for a minute or so with you saying Hello repeatedly until someone notices they are on a call. Telling them Chorus has not shown up you are not connected means "Im just going to do a line test" then once they realise what your saying they put down the phone for 8 minutes of call centre sounds before just hitting mute then you have dead silence............

 

 

 

So after 4 calls your not really feeling that Vodafone cares about anyone let alone new customers , They are emphatically saying nope your showing as connected its not a failed install when your physically at the address with all the equipment setup correctly and clearly seeing that no there is no connection.

 

 

 

It is imposible to actually talk to a manager who is in New Zealand to voice how terrible the service is and they need to actually resolve the non connection they are billing for already

 

 

 

I found that you need to actually have to visit a Vodafone store to talk to someone who will actually talk to you , Its also surprising that you read a callcentre comment "Customer just wanted to complain" great stuff Vodafone 

 

 

 

My Recommendation is I should have joined Voyager 

 

 

 

 


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  #2012881 9-May-2018 19:20
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I had one of their door to door sales reps turn up a few weeks ago trying to get me to move my fibre over to them. I politely said no and explained why - for exactly the type of reasons above. He seemed flabbergasted and couldn't understand why I wouldn't want to move to them.

 

Maybe if they spent more fixing their customer service instead of flashy advertising or sales people, that would appeal to me more (and would appear to be a smart business decision).


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  #2012977 9-May-2018 21:36
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I would add to the above the advisability for VF to stop constantly pushing the boundaries on their stupid ads. It's really not a great idea to build up a massive history of being done under the Fair Trading Act.

 

 

 

 


 
 
 
 




8 posts

Wannabe Geek


  #2013026 9-May-2018 23:29
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I agree

Some interesting reading
https://www.vodafone.co.nz/cms/documents/legal/sd/vdsl-access/

https://www.comcom.govt.nz/dmsdocument/1111

https://www.consumerprotection.govt.nz/help-product-service/services/

Looking like I may have to do some phone calls


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  #2013047 10-May-2018 00:19
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Your recommendation (in the last line of your post) sounds like a good idea. I dealt with Voyager too and found them quick and responsive.


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  #2013065 10-May-2018 07:33
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I was with Vodafone a few years back, and apart from a crappy attitude towards issues I reported with the HG659A routers (denied there was faults when their forums full of ppl with same issue as I), it was fine. I left when I was quoted $160 a month for what I wanted, and Voyager offered it for $99. 

 

Voyager been good, never had any network issues, did have router issue but I sorted that myself. Theyve always picked up within first couple of rings as well. 





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8 posts

Wannabe Geek


  #2013281 10-May-2018 12:02
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So its been a day now and still no actual time frame has been given to resolve this issue, so no update which looks like its the norm and not surprising.

 

One of the multiple people yesterday told me that the wrong job order had been done but for them to come out I have to pay $250 for Chorus to visit to my property , So for my free install even though the communication for the install was around being at home for the Chorus tech to come to the property. So basically Free standard installation does not mean free and they do not make it clear what a standard install means but reading the small print reads as they have to come out.....

 

 

 

Vodafones legal

 

To establish a VDSL connection new lines and equipment must be installed. On the first day of the installation we will discuss with you what is required for installation at your Site. There are two standard installation options:

 

(a) Standard Connection only – only available when you already have a pre-existing VDSL service, which you are transferrring to us;

 

(b) Standard Connection and Wiring –if you do not already have a active VDSL service. We will indertake a full reinstallation of the line, during which time your previous services that used the VDSL connection will be unavailable. We do not make any representations or warranties about the outage time, or whether we will be able to successfully install VSDL.

 

Fair Trading Act - Guidelines for Broadband Suppliers 

 

 

 

 

 

FREE

 

If something is advertised as free, it must be truly free. This means that there should be no extra cost to the customer above the normal price of the goods or services, whether up front or built into the price of the goods or services. For example, a supplier who advertises a broadband plan with a “free” modem must ensure that the cost of the modem is truly free and is not built into the price of the plan.

 

 

 

 

 

 

 

Also at no stage has anyone from Vodafone Management/Customer retention or the Customer Direct team even attempted to contact me even though I have asked for this during the 5+ hours of wanting on hold and trying to talk to someone with a clue. 

 

 

 

 


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  #2013531 10-May-2018 18:07
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Call another provider and save yourself the headache. It's much easier.


 
 
 
 


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  #2013533 10-May-2018 18:10
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@xsmarty Failed install you don't pay unless it's a fault with your house wiring, @ChorusNZ only own / maintain the network up to the ETP

 

Have you ever had a xDSL connection in this house before and do you have multiple telephone jack points?

 

John


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  #2013538 10-May-2018 18:17
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If you are getting connected to naked xDSL (no home line) then you should have a dedicated xDSL jack point installed and don't use a line filter

 

Tell us more about the setup?

 

John




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Wannabe Geek


  #2013539 10-May-2018 18:20
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Hi @Linux,

 

 

 

Its a naked connection VDSL, no phone line. The last update I was able to finally get out of them just before was , Chorus are supposedly booked for next Wednesday? so even though nothings working my accounts active for billing cycle 

 

 

 

 


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  #2013540 10-May-2018 18:22
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Few more questions above like how many Telephone jack points in the house and do you have a dedicated xDSL jack point?

 

If naked then don't use a line filter and have you tried the VDSL modem in all telephone jack points if you have more than 1?

 

John




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Wannabe Geek


  #2013541 10-May-2018 18:29
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Hi @Linux,

 

 

 

4 Phone Jacks and yes 1 rj11 jack with a vdsl label on it 

 

I have tried the modem on both the VDSL jack and with filter on normal phone jack.

 

When looking at the router connection status, It just says Disconnected with all 0's , No line speed no Db levels what you would expect


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  #2013544 10-May-2018 18:33
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Have you ever had a working internet connection in this house before? Sounds like a Failed install and will need Chorus to fix it

 

John




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Wannabe Geek


  #2013547 10-May-2018 18:38
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Hi @Linux,

 

We have just brought the house but the past owners and tenants have had internet connected previously

 

I agree its a failed install just need someone at Vodafone to agree its failed instead of the port at the exchange says its connected as quite possibly they have made a opps at the cabinet

 

 

 

 


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  #2013548 10-May-2018 18:43
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If Vodafone have logged a job to @ChorusNZ nothing more you / Vodafone can do until Chorus show up to investigate further

 

Vodafone should of given you an incident number as well to note down

 

John


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