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35 posts

Geek


# 260179 14-Nov-2019 16:21
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Have been having intermittent issues over the past several months with our Vodafone cable broadband. Specifically, the connection to the outside world would disappear for a while and then resume. Sometimes the outage period would be really short, making it look like a website was slow to load. Other times it would last for minutes or longer and the browser would come back with timeout or DNS issues. The trouble with intermittent problems of course is that they are hard to diagnose.

 

Over the same period our cable TV quality regarded badly - pixellation and patchy sound - but I just assumed that this was the dreaded T-box as that piece of junk has never been a stellar performer no matter how many replacements we've had. However, decided to roll the dice and put in for a service call and the message from the service technician was jaw-dropping: first the T-box is not able to be replaced and, secondly, apparently the (Vodafone-supplied) cable modem is DOCSIS 3 and is a bit dodgy on the current cable system since it has been moved to DOCSIS 3.5. Bottom line: the tech left having confirmed that the cable was sound, there were no issues that he could fix and that these issues were being seen by him frequently.

 

Had a wee korero with Vodafone to see how I get a different broadband modem and that was most unsatisfactory from my perspective. They were insistent that I re-sign for 1-2 years. I responded that as I had lost all faith in their ability to provide a stable and reliable service I was not willing to re-sign and that, given I'd been with them for well in excess of a decade, they should consider signing me up on a month-to-month basis as a means of keeping a loyal customer. They were happy to do that but I would have to pay the cost of installation - the amount was in excess of $200 so I said they were having a laugh and to get back to me if they wanted to make a more reasonable offer. Unsurprisingly I never heard back from them.

 

Long story short, I have cancelled the cable TV, ported my phone lines to VOIP with Hero, and am getting fibre installed (at which point I shall cancel the cable broadband). While I accept that there have been issues with fire installations, the reports I've had from this who I know with fibre is that they get reliable and fast performance. However, if I ever have issues with fibre I guess I can always crawl back to Vodafone and use the HFC offering - but at least once fibre is installed (for free) I have ongoing choice.

 

Anyone else had a more reasonable response from Vodafone customer "service"??? 


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4737 posts

Uber Geek


  # 2353575 14-Nov-2019 21:41
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Once you move to fibre, I doubt you'll move back. I assume you're getting fibre with a different RSP?




35 posts

Geek


  # 2353582 14-Nov-2019 22:05
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Ha-ha, oh yes the winner was ABV (Anyone But...)

 
 
 
 


476 posts

Ultimate Geek


  # 2353626 15-Nov-2019 07:25
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Just make sure they don’t keep billing you.  I left VF 6 weeks ago, and got another bill yesterday.  Only 1/2 hour on the phone to sort out ( which is quick for VF). So glad I don’t  need to deal with them anymore.  I have to say there was no surprise at all to have a billing stuff up 








35 posts

Geek


  # 2353664 15-Nov-2019 08:35
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Thank you for that advice, and it seems to be a theme - the cable TV that should have terminated in early November is still on the latest (in advance) invoice as well as the phones that were ported away at start of November. Will cancel direct debit as I don’t want to be in the position of asking for money back.

I could forgive the poor service if the product is great but rubbish product AND rubbish service is just amateur

5629 posts

Uber Geek

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Lifetime subscriber

  # 2353774 15-Nov-2019 10:28
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@JasonParis might want to look at this!

13 posts

Geek

Vodafone

  # 2354223 15-Nov-2019 12:49
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@OldFart - If you can send me a DM with your details I'm happy to put this right for you.

 

 




35 posts

Geek


  # 2354779 16-Nov-2019 19:30
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Thank you for following this up Rushtoe, much appreciated

 
 
 
 


1 post

Wannabe Geek


  # 2367854 3-Dec-2019 23:28
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stocksp:

 

Just make sure they don’t keep billing you.  I left VF 6 weeks ago, and got another bill yesterday.  Only 1/2 hour on the phone to sort out ( which is quick for VF). So glad I don’t need to deal with them anymore.  I have to say there was no surprise at all to have a billing stuff up 

 

 

 

 

When customers move away from cable to another platform e.g. fibre or copper services. The account authorised people should call into voda and advise them that you wish to cancel your services (internet and or tv). WHY? A CSR rep from Flinstone internet has no authority on your vodafone account. They won't pass the i'd stage. It's been like this for some 15+ years.

 

As well you need to check if your still in contract and thirty (30) days notice may apply


476 posts

Ultimate Geek


  # 2367867 4-Dec-2019 06:20
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Pjamtin:

 

stocksp:

 

Just make sure they don’t keep billing you.  I left VF 6 weeks ago, and got another bill yesterday.  Only 1/2 hour on the phone to sort out ( which is quick for VF). So glad I don’t need to deal with them anymore.  I have to say there was no surprise at all to have a billing stuff up 

 

 

 

 

When customers move away from cable to another platform e.g. fibre or copper services. The account authorised people should call into voda and advise them that you wish to cancel your services (internet and or tv). WHY? A CSR rep from Flinstone internet has no authority on your vodafone account. They won't pass the i'd stage. It's been like this for some 15+ years.

 

As well you need to check if your still in contract and thirty (30) days notice may apply

 

 

 

 

yes.  I did that.  It was their mistake.  






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