Speed query, before I ring VF

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floydbloke

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#248094 10-Mar-2019 10:19

Ever since yesterday's outage I felt things had been going a bit sluggish so I did some speedtests.

Results are in the image below.

I ran them on a hardwired PC with 1 Gb/s connection to the router. I'm paying for "Unlimited fibre 100", i.e. 100/20. I'm in Wellington (Porirua to be exact).

Am I right in thinking that it looks like they're only giving me a 50/10 connection at the moment? Should I ring them up and have a grizzle?

(@MikeHales, your thoughts perhaps?)

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MikeHales

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#2194964 10-Mar-2019 11:04

Worth ringing to check, was that your plan before and then upgraded?

floydbloke

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#2194967 10-Mar-2019 11:09

MikeHales: Worth ringing to check, was that your plan before and then upgraded?

Thanks Mike, will do. No, I've been a 100Mb/s plan for more than 4 years.

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floydbloke

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#2204825 25-Mar-2019 18:34

Unfortunately (but sadly not entirely unexpectedly) this is still not resolved and it doesn't look like it will through the 'official' channels. @MikeHales can I please call upon you for some help. I will send a pm shortly

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

floydbloke

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#2205478 27-Mar-2019 08:22

<rant>

So after several weeks of going through the usual tedious procedures of router resets, testing on wired, wifi, traceroutes, pathpings etc. and getting told a number things that stretched the truth, it has now been confirmed that I am indeed provisioned on 50/10 even though I’m on a 100/20 plan.

This is apparently because the plan I’m on is obsolete. A very helpful fellow Geekzoner who works for Vodafone explained via PM that it’s because it’s billed through the old TCL system but I authenticate through IHUG and somehow, sometime this has switched to a 50/10 profile.

The proposed solution (so far) through the official channels (from VF faults) is that I should call Vodafone sales and ask to be migrated to a current plan. I don’t really want to change plans because I’m 95% certain that this means I’ll lose the free Bestmates (free calls to 5 nominated NZ landlines or mobiles) add-on, which my wife uses a lot. (I have put a query in with VF via their Facebook chat to confirm this, 24 hours later, still no response.)

Besides that VF, why should I have to jump through these hoops. YOU BROKE IT, YOU SHOULD FIX IT! I’m also concerned, from experience (both my own and friends) that something else will break if I change plans, probably on the billing side like courier charges for non-existent modems and the likes, and they’d want to lock me in to a contract.

As you can tell the tether of my patience is being stretched to its near maximum. I may well be ringing the sales department within the next day or so…but it won’t be Vodafone’s.

I may also ring Auckland Council and propose that the name of Smales Farm be changed to Wimbledon Common, since the place seems to be run mostly by Wombles.

</rant>

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

Linux

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#2205483 27-Mar-2019 08:40

Moving from TCL platform (customer zone) to the new platform you should not lose anything including the 5 bestmates if migrated correctly and this is a standard process for moving customers

So you should request the move 100%

@Shaunm maybe this is something you can do?

floydbloke

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#2205501 27-Mar-2019 09:31

Thanks Linux

Linux: ... if migrated correctly ...

is the bit that concerns me most.

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JasonParis

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#2206915 29-Mar-2019 10:48

floydbloke:

<rant>

So after several weeks of going through the usual tedious procedures of router resets, testing on wired, wifi, traceroutes, pathpings etc. and getting told a number things that stretched the truth, it has now been confirmed that I am indeed provisioned on 50/10 even though I’m on a 100/20 plan.

This is apparently because the plan I’m on is obsolete. A very helpful fellow Geekzoner who works for Vodafone explained via PM that it’s because it’s billed through the old TCL system but I authenticate through IHUG and somehow, sometime this has switched to a 50/10 profile.

The proposed solution (so far) through the official channels (from VF faults) is that I should call Vodafone sales and ask to be migrated to a current plan. I don’t really want to change plans because I’m 95% certain that this means I’ll lose the free Bestmates (free calls to 5 nominated NZ landlines or mobiles) add-on, which my wife uses a lot. (I have put a query in with VF via their Facebook chat to confirm this, 24 hours later, still no response.)

Besides that VF, why should I have to jump through these hoops. YOU BROKE IT, YOU SHOULD FIX IT! I’m also concerned, from experience (both my own and friends) that something else will break if I change plans, probably on the billing side like courier charges for non-existent modems and the likes, and they’d want to lock me in to a contract.

As you can tell the tether of my patience is being stretched to its near maximum. I may well be ringing the sales department within the next day or so…but it won’t be Vodafone’s.

I may also ring Auckland Council and propose that the name of Smales Farm be changed to Wimbledon Common, since the place seems to be run mostly by Wombles.

</rant>

Could you please drop me a quick email with your account details to Jason.paris@vodafone.com and I'll get onto this. Apologies! JP

Jason Paris

floydbloke

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#2208370 1-Apr-2019 07:26

I'm pleased to report back that this has now been resolved.

Primarily thanks to a fellow Geekzoner (who works for VF but doesn't represent them on here in an official capacity so I wont' name him, we communicated via DM) who got interested in the issue and was able to diagnose it. Passing this info back to the faults team allowed them to rectify it.

I'm not sure what the outcome would have been if fellow GZ'r hadn't got involved, the faults team werel really struggling to find the underlying cause. I will stick with Vodafone, for now, because the plan I'm on works well for me, but it doesn't leave me with a lot of faith in their support capabilities. Closing a fault ticket by telling the customer to go and buy a new plan, and said customer then having to escalate, all the way to the top in this case, is not a good way to retain customers.

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.