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535 posts

Ultimate Geek
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Topic # 242972 22-Nov-2018 08:18
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Been having ongoing issues with my FibreX connection dropping out frequently for the past two and a half weeks now.

 

Tech has replaced the TC4400 last week.  No change.

 

Pole connection was replaced along with cables to the house.  No change.

 

Connection ID setting at VF end was changed.  Stayed up for 2 hours 25 mins.  Then dropped.  CSR at that point told me that it had reverted and that they would change it again and lock it down and that he promised me that it would not occur again.

 

On getting home last night, I find that it has, in fact, dropped out again.

 

I'm still waiting for the promised 7am on the dot call back (0813 currently).

 

While I don't mind the odd drop out as I expect that sh!t happens from time to time.  This currently makes the service unusable.  I cannot do normal things like watching YouTube, Netflix, gaming, cloud backups as they all require a connection.

 

100GB of mobile data being supplied weekly has limited use as I can't connect my entire network to my phone.

 

Nothing changed at my end that I'm aware of.
When the drops occur, neither I, nor VF can see the modem but the modem thinks it's happily online with all the normal lights solidly on.

 

Getting very frustrated with this now and would like a resolution.





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Uber Geek
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  Reply # 2131562 22-Nov-2018 09:50
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Then call Vodafone with the fault ticket number you have and advise issue is still ongoing and requires further investigation

 

John





Ex JohnR VodafoneNZ 17 years 4 days



535 posts

Ultimate Geek
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  Reply # 2131568 22-Nov-2018 09:55
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Linux:

 

Then call Vodafone with the fault ticket number you have and advise issue is still ongoing and requires further investigation

 

John

 

 

Thanks Captain Obvious. :-/

 

10 calls so far....
Plus they have not at any stage provided me with any ticket numbers.





 
 
 
 


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  Reply # 2131572 22-Nov-2018 09:57
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@geoffwnz Well then ask them for the fault ticket number and write it down! no need to be rude about it

 

Geekzone is not an official support channel as it is

 

John





Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 2131627 22-Nov-2018 10:27
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Wellington?

 

I have FibreX Max and been good connectivity, but I'm in Christchurch.





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535 posts

Ultimate Geek
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  Reply # 2131650 22-Nov-2018 11:10
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chiefie:

 

Wellington?

 

I have FibreX Max and been good connectivity, but I'm in Christchurch.

 

 

Yep, Upper Hutt.

 

Been pretty much rock solid since original install.  Just started dropping in the last couple of weeks.





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Master Geek
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  Reply # 2140193 5-Dec-2018 23:12
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Also having to reboot modem every 1-2 days. Not sure if this is the same issue, but the tech visit (adjusted power levels) made no difference. (FibreX in Khandallah)




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Ultimate Geek
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  Reply # 2140284 6-Dec-2018 01:15
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Update.
After 12 calls, finally got raised to a manager to take care of.  She was very good to deal with.  Regular contact with any updates and to check on the status.  Excellent coordination of both VF and Downer teams to try to work with the times I was able to be at home.
A total of 3 tech visits, with two confirming that it was not a fault in my hardware despite that seeming to be the default thing to point the finger at by CSR's and the Line people at Downer.
Turned out to be a fault at the main node for the area that has finally been identified and fixed this week.

 

Tricky to disagnose when seemingly only one customer is affected, but after basically all cables had been replaced and the tech on site during one drop out confirming it was nothing inside my property, you'd think they'd stop blaming the customer equipment.

 

However, problem now seems to be resolved with it back to being stable and online with my usual speed range.





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