Vodafone T-Box Service Withdrawal (incl DOCSIS 2.0 & 3.0 Modems)

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#2693497 15-Apr-2021 20:44

sansom:

The new process with Sky is:

After receiving our letter, Sky will call (or you can call Sky directly) to discuss your current Tbox services and pricing. Sky will offer an upgrade deal that includes your existing Sky packages, a new MySky box and installation. If you're happy with this, they will then book a date/time for a Sky tech to visit to install the replacement MySky box. If you’re a Freeview-only customer then the Sky offer might not suit you, so feel free to contact us (or me via geekzone PM) for alternative Freeview options.

I am baffled by anyone at Vodafone thinking "Sky will call (or you can call Sky directly) to discuss your current Tbox services and pricing." will work.

Anyone wants to place bets on customers calling SKY, being told SKY knows nothing about this "deal" and then being upsold some other product/service and being charged more than once?

Sorry but I just don't trust this will work without problems - for months and years to come.

My technology disclosure

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

sansom

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#2693511 15-Apr-2021 21:13

Hammerer:

prevaljo:

OMG @Sansom.. ###, is this the beginning of the end of the VTV box. Talk about changing horses mid-flight. Have faith in your product or decide not to be in the market which is obviously what is happening in Voda...

For users with Sky TV deals this is probably a win-win. The biggest problem with losing the T-Box was losing the ability to record some programs.

I applaud Vodafone for recognising that this has been a big issue for their customers. If this works out with higher levels of customer satisfaction then they will have done what we so often expect them to do.

Thank you @Hammerer. After careful reflection and analysis of the customer feedback, that is what we've concluded. Most T-box users have been using a hard disk recorder for over 8 years now, so MySky is the most like-for-like replacement.

Hamish

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#2693513 15-Apr-2021 21:17

Eva888: @sansom As of this morning after waiting for a new SLAM since Feb, I’m finally booked in on Wednesday with Downers for my Tbox upgrade which I understood would be HFC broadband, landline plus a VTV box that includes Sky. Nick has kindly been assisting and arranging among other things porting of the phone next week.

With this new announcement, I have no idea what to do now, am thoroughly confused and would like someone to talk me through what I need to do and the options. Thanks.

If you've been offered HFC Ultrafast unlimited broadband + VTV then that's what will be delivered.

If you send me your account details by DM I can get the team to check and confirm with you the offer and whether this is what you want.

Hamish

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#2693515 15-Apr-2021 21:33

Fog:

I am in the process of getting the VTV to replace my TBox. As I am on Cable I presume I will need to get a Dish if not continuing with SKY package via Vodafone.

How does the VTV box compare with the MYSky box. What are the advantages of MYSky. Do I need the WiFi of the VTV box or does MYSky have WiFi.

Can someone give this old fellow some advice please.

Hi @Fog,

The VTV box delivers live TV and Sky on demand content via streaming over IP. It also offers:

- 3 day catchup (rewind) and recording using a Cloud PVR function. this means you don't need to record in advance to watch any programme that played in the last 3 days.

- the major big screen apps in NZ including Netflix, Neon, Amazon Prime Video, TVNZ On Demand, Three Now, Play Stuff, YouTube and iHeart Radio. So content is available on live TV, on demand, recordings, 3 day catchup and apps through the one device and UI.

VTV has ethernet and Wi-Fi connectivity.

MySky is Sky's hard disk based DTH (satellite) decoder/recorder.

Cloud PVR requires copyright owner permission to record programmes to the cloud. Hard disk (and video tape) recording devices are exempted from copyright protections when recordings are made for personal use (Google Sony v Universal Betamax Supreme court decision). In practice this means VTV can record and offer 3 day catch up on > 90% of all freeview and Sky programmes. Hard disk PVRs like MySky can record 100% of all programmes. This is the main advantage of MySky over VTV and the reason we've done the deal with Sky to offer this replacement option that's more aligned to the Tbox functionality.

This is a case of us listening to feedback and acting on it.

Hamish

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#2693516 15-Apr-2021 21:36

Bowering:

sansom:

The new process with Sky is:

...

Oh dear. What does this mean, I wonder, for us?

We've done the deal and - after multiple VF/Downer cock-ups - were finally on track to have VF arrange Downer to do a T-Box and DOCIS swap on 4 May.

Does this now mean I have to re-negotiate the negotiation? Will there be another round of cock-ups, this time VF/Downer AND SKY? Does this mean having to be home on TWO days for TWO different techs? Can this get any worse?

Hi @Bowering,

If you've already set up the upgrade to VTV with Sky (and associated broadband upgrades) then we will follow through on this. No need to re-negotiate anything. VTV + HFC Ultrafast Broadband upgrades can all be done in the one visit by the Downer tech.

Hamish

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#2693518 15-Apr-2021 21:44

Yabanize:

Y'know, I can agree that MySky is a better option for those who are very used to T-Box, stuck in their ways and don't like change.

Perhaps people could be given a choice?

Sky:

Requires a dish to be installed
Works very similar to TBox
Record every single show
Vodafone TV

Works over internet
Record most shows
Catch up on most shows even if you forgot to record them
Access to smart TV apps (YouTube, Netflix, TVNZ, Amazon Prime, NEON)
I love Vodafone TV and hope it has many years of life left. There's no other option that combines Freeview, Sky, Recording, Catchup and apps quite this well.

Thanks @Yabanize, I agree, and this is not us walking away from VTV, it is us listening to what Tbox customers want as a replacement Unfortunately the commercial reality is that for Sky to agree to offer the awesome upgrade option they've put together for Tbox users, it had to be an all-or-nothing deal. However, in saying that, if a customer is adamant they absolutely do not want the Sky offer then we can provide the free VTV replacement and install deal.

Hamish

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#2693522 15-Apr-2021 21:54

Eva888: I have the same questions as others. What does it mean for those of us who are already booked in for the changeover. I suspect the Downer visit will need to be postponed now until someone clearly tells us what to do. Will we be billed directly from Sky? If so then the VF portion will need to be renegotiated. It’s all very vague.

Will the My Sky box be free for VF customers, as presently it’s $15

I rang Sky to see if they might know what was required. Eventually after trying to explain, I read @sansom post from GZ to the chap that didn’t have a clue about this. He asked his support and found that there is a special team dedicated to the Vodafone migration...but it was late and I couldn’t get through so left my number.

The dedicated Sky number for VF migrations is 0800 243 875 lots of luck.

Hi @Eva888, yes we have changed our approach going forward based on feedback from earlier Tbox customer upgrades. However, if you've already been made a direct offer, and accepted it, we will honour this contract. VTV is billed by Vodafone Direct. If you want to change from the VTV offer to the Sky offer just DM me.

Under the new option, the deal comes from Sky directly, and the Sky service will be billed by Sky Direct. Vodafone will continue to bill broadband and landline (if any) directly.

You're right, there are dedicated NZ-based support teams at Sky and Vodafone to support these upgrades. It is best to follow the instructions and call the numbers provided in the direct communications provided to Tbox customers. Calling our general customer services numbers is unlikely to result in the best outcome as our general agents aren't trained in the specifics of this upgrade programme.

Hamish

Eva888

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#2693523 15-Apr-2021 22:03

sansom:
Eva888: @sansom As of this morning after waiting for a new SLAM since Feb, I’m finally booked in on Wednesday with Downers for my Tbox upgrade which I understood would be HFC broadband, landline plus a VTV box that includes Sky. Nick has kindly been assisting and arranging among other things porting of the phone next week.

With this new announcement, I have no idea what to do now, am thoroughly confused and would like someone to talk me through what I need to do and the options. Thanks.

If you've been offered HFC Ultrafast unlimited broadband + VTV then that's what will be delivered.

If you send me your account details by DM I can get the team to check and confirm with you the offer and whether this is what you want.

Thank you.

Nick from GZ / VF has been very helpful and much appreciated in sorting out the mix ups in my situation over a couple months now and I don’t want to undo his hard work that involved so many people. Having considered the likelihood of more confusion by inserting this new sky deal into the mix, I’ve decided to stick with the original vtv box plan for now and revisit this new sky option later if available..

Maybe you could leave the sky offer open for some months after the Tbox changeover so people don’t feel pressured to make an immediate decision because of a pending installation. It would be simpler and less stressful all round.

It would also have been helpful to have a side by side chart of the pros and cons of each option which would make it easier for people to understand initially what they are gaining or missing out on and save confusion.

sansom

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#2693528 15-Apr-2021 22:18

freitasm:

sansom:

The new process with Sky is:

After receiving our letter, Sky will call (or you can call Sky directly) to discuss your current Tbox services and pricing. Sky will offer an upgrade deal that includes your existing Sky packages, a new MySky box and installation. If you're happy with this, they will then book a date/time for a Sky tech to visit to install the replacement MySky box. If you’re a Freeview-only customer then the Sky offer might not suit you, so feel free to contact us (or me via geekzone PM) for alternative Freeview options.

I am baffled by anyone at Vodafone thinking "Sky will call (or you can call Sky directly) to discuss your current Tbox services and pricing." will work.

Anyone wants to place bets on customers calling SKY, being told SKY knows nothing about this "deal" and then being upsold some other product/service and being charged more than once?

Sorry but I just don't trust this will work without problems - for months and years to come.

Hi @freitasm, this has visibility across all of Sky up to CEO level. We meet almost daily with the Sky team to discuss progress and any issues. Vodafone and Sky both have NZ-based call centre teams trained to handle customer questions and bookings. We are both investing in new hardware and technician visits to make this happen to ensure Vodafone's loyal Tbox customers continue to receive the best broadband and pay TV services and value available (as they have for many years already).

So, I'm happy to place a bet! (condition is that the Tbox customer call is placed after receiving the Vodafone direct communication letter/email/Tbox UI message)

Hamish

Tatou

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#2693739 16-Apr-2021 11:10

sansom:

Eva888: I have the same questions as others. What does it mean for those of us who are already booked in for the changeover. I suspect the Downer visit will need to be postponed now until someone clearly tells us what to do. Will we be billed directly from Sky? If so then the VF portion will need to be renegotiated. It’s all very vague.

Will the My Sky box be free for VF customers, as presently it’s $15

I rang Sky to see if they might know what was required. Eventually after trying to explain, I read @sansom post from GZ to the chap that didn’t have a clue about this. He asked his support and found that there is a special team dedicated to the Vodafone migration...but it was late and I couldn’t get through so left my number.

The dedicated Sky number for VF migrations is 0800 243 875 lots of luck.

Hi @Eva888, yes we have changed our approach going forward based on feedback from earlier Tbox customer upgrades. However, if you've already been made a direct offer, and accepted it, we will honour this contract. VTV is billed by Vodafone Direct. If you want to change from the VTV offer to the Sky offer just DM me.

Under the new option, the deal comes from Sky directly, and the Sky service will be billed by Sky Direct. Vodafone will continue to bill broadband and landline (if any) directly.

You're right, there are dedicated NZ-based support teams at Sky and Vodafone to support these upgrades. It is best to follow the instructions and call the numbers provided in the direct communications provided to Tbox customers. Calling our general customer services numbers is unlikely to result in the best outcome as our general agents aren't trained in the specifics of this upgrade programme.

I came to this late

I was one of the people who was originally unhappy with the loss of recording all programmes ( someone else in the house was unhappy so I was unhappy :-) ) due to the update. This has proved not to be the big issue that it looked like it was going to be. Netflix seems to have taken over a lot of viewing time and the other programmes are watched when needed.

However I am also very happy with the new system as the unlimited data, speed upgrade plus the VTV including two Sky packages organised and billed through Vodafone make it all simple.

If the need to record is a biggie then Sky plus MySky would seem the way to go and I appreciate the attempt to arrange something to accommodate this.

However the need for a satellite dish means I would never have taken it up if it had been offered to me before my upgrade. I probably would have ditched the Sky packages if unable to get them via Vodafone.

I love the fact that I can get the Sky Service packages through the Vodafone HFC cable along with my data.

Now just to sort out the data speed to suggested range ( not far off) and i will continue to be a happy camper.

Eva888

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#2693744 16-Apr-2021 11:20

@Tatou exactly my thinking too. Makes sense to give the vtv box a go first and it’s good to hear fellow doubters impression of it. Sky separately will still always be available as an alternative.

The need for a dish is an interesting question...would Sky provide one for those wanting to take up the My Sky offer?

prevaljo

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#2693745 16-Apr-2021 11:22

I can only echo @Tatou's words prior to the upgrade there was a certain amount of concern about the lack of the ability to record "all" programs. However post the upgrade the reality is that most of the watched TV in our house is Netflix, Neon or programs that are available on the 3 day catch up so we haven't missed the functionality. The pluses have outweighed the minuses.

Fog

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#2693807 16-Apr-2021 13:33

The ability to record ALL programs with Sky sounded attractive but we didn't want a Dish. I am curious to find out how long a recorded program remains available and

which channels are not able to be recorded. I guess all will be revealed when the VTV box is installed.

Fog

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#2693811 16-Apr-2021 13:40

sansom

I appreciate you taking the time out of what must be a busy time to give me the information I needed.

Cheers.

Fog

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#2693843 16-Apr-2021 14:39

I’ve just spoken with Sky. They are offering 25% off. In my case it worked out that Sky Starter and Entertainment package plus My Sky would cost me the same as what I’m paying to VF now. This would only be for 12 months, after which the price would go up, essentially by the cost of the My Sky box which would then cost around $16. The offer is only open to the Tbox migration customers for a limited time.

Sky will give you a dish and basic installation if you don’t have a dish, which has answered one of the burning questions.

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