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126 posts

Master Geek


# 261475 29-Nov-2019 15:54
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After many, many calls (and two visits to a physical store) to VF's awarding wining call centre I'm now at the point of wanting to kick a cat just at the thought of continuing to waste my time.

 

I have been attempting to transition from a Fibre 200 plan to the following new plan:

 

Fibre max - achieved in part

 

Unlimited data - achieved

 

Naked - not achieved

 

No VF hub - not achieved

 

No cloud based VTF included - achieved after much consternation (I already have two Gen 2 boxes)

 

No data protection - achieved only after I used the My VF to remove it  

 

Linked to a VF cell phone - achieved

 

 

 

Speed tests are showing DL of 500-600Mb/s with UL of only 20-25Mb/s. I would expect the DL to be a bit faster (I except that the VF target of 700-900Mb/s is best case only), and the UL is exactly the same as I had before (expecting much, much better). I am using an EdgeRouter 4 configured as per the guide here on GZ and it was working fine on the previous Fibre 200 plan. No, I am not performing speed tests via WiFi.

 

At present I can still use the land line so I can only assume I don't have a naked connection yet. Also, I would love a prepaid courier bag so I can return the VF hub, the same one I told the lovely call centre folks multiple times that I didn't need.

 

Long story short:

 

My new Fibre max connection is a little slow on DL, and unacceptably slow on UL - please fix

 

I still have a landline connection - please convert to a naked connection

 

I have received a VF hub I don't want - please help me return it

 

 

 

Cheers, a frustrated VF customer (one of many it would seem)

 

 

 

 

 

 


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15 posts

Geek

Vodafone

  # 2363016 29-Nov-2019 15:58
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@TheMantis 

 

Sorry to hear about your experience. Can you please send me a DM with your account number & ill help put this right for you.




126 posts

Master Geek


  # 2363030 29-Nov-2019 16:33
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rushtoe:

 

@TheMantis 

 

Sorry to hear about your experience. Can you please send me a DM with your account number & ill help put this right for you.

 

 

Thank you for your very prompt action. 


 
 
 
 


28605 posts

Uber Geek

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Biddle Corp
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  # 2363077 29-Nov-2019 18:00
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How many devices have you performed testing with? The fact you're getting 500-600ish down shows it's not a profile issue on the downstream (but probably is upstream), so in all probability it's your setup that is unable to handle the Gigabit speed. This is incredibly common.

 

 




126 posts

Master Geek


  # 2363094 29-Nov-2019 18:41
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sbiddle:

How many devices have you performed testing with? The fact you're getting 500-600ish down shows it's not a profile issue on the downstream (but probably is upstream), so in all probability it's your setup that is unable to handle the Gigabit speed. This is incredibly common.


 



Tested on 5 PCs and an Nvidia Shield TV, all connected through an EdgeRouter 4 then a UniFi Edgeswitch 24 and/or UniFi Switch 8 POE. Plus I’ve got my original VF hub + the unwanted new hub that I’ve tested on too.

I don’t mind the DL speed so much although I’d like it to be a little higher if possible. The UL is the part where something is likely amiss.




126 posts

Master Geek


  # 2369915 7-Dec-2019 06:20
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Bumping this due to the sheer incompetence of VF.

 

After getting prompt assistance from @rushtoe it was determined that the issue of slow upstream needed to be escalated. I was contacted by a VF tech on Wednesday night, I'm assuming from the "X Squad", and after some script following we arrived exactly where I thought we would: a profile issue (UFF fault apparently) limiting upstream to 20Mbs. Cool at least we now had the source of the problem and an appropriate solution was ordered for action ASAP.

 

How wrong I was: I now have no internet at all (since mid morning yesterday) and have had no substantial response from VF since I enquired about it early afternoon yesterday. So somehow either VF and/or UFF managed to pull the plug.

 

I can't fathom how a company can be this incompetent. Looks like I'm in the market for a new internet provider - any recommendations?

 

@JasonParis: You're a brave man taking on the challenge of improving customer support at VF.

 

 


4817 posts

Uber Geek


  # 2369921 7-Dec-2019 06:56
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If you're looking for a new provider, lots of people here (paging John) would suggest 2degrees.




126 posts

Master Geek


  # 2369930 7-Dec-2019 07:43
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quickymart:

 

If you're looking for a new provider, lots of people here (paging John) would suggest 2degrees.

 

 

Other than CGNAT I would be keen on 2 Degrees. I don't want to pay extra for a static IP.


 
 
 
 


5813 posts

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  # 2369934 7-Dec-2019 08:02
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TheMantis:

quickymart:


If you're looking for a new provider, lots of people here (paging John) would suggest 2degrees.



Other than CGNAT I would be keen on 2 Degrees. I don't want to pay extra for a static IP.



@TheMantis mention this to the sales team and I'm sure they would do a free static IP



126 posts

Master Geek


  # 2369968 7-Dec-2019 11:06
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This is now completely resolved. Many thanks to whoever lit the fires.

 


4817 posts

Uber Geek


  # 2370022 7-Dec-2019 11:51
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While it's great it's resolved, unfortunately (like quite a few other people) it's a shame it takes posting on a forum to get this sort of thing sorted, especially after you went to fairly significant lengths to get it fixed. Getting this sort of issue cleared up shouldn't be so hard.


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