Removal of Vodafone overhead cable for Non Vodafone Customer

Forums › One NZ (including Farmside) › Removal of Vodafone overhead cable for Non Vodafone Customer

mckenndk

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#293119 29-Dec-2021 22:21

Hi All

Repainting the house over the summer and decided this might as well go as the house has fiber and someone previously removed all cables in the house.

I've contacted Vodafone today to try and get the overhead cable removed and the reply I got was to call the local technician to remove it but they were unable to provide any contact details.

Anyone here have any contact details for Kapiti to get it removed?

Dion

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#2840244 29-Dec-2021 23:42

I think you got fobbed off by someone who didn't know what they were talking about, or it was too much like hard work.

All the "Physical" work is done by the likes of Downer etc, but they won't talk to you directly generally and you'll need to get it arranged through Vodafone.

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#2840262 30-Dec-2021 07:21

Contact Vodafone again. I guess you are talking about the HFC cable?

I left Vodafone years ago when moved to fibre. I called them after all moved and just asked to have it removed.

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NickR1

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#2840263 30-Dec-2021 07:23

Lias:

I think you got fobbed off by someone who didn't know what they were talking about

This is likely the case. It's a single email template with ~4 lines so I don't think it's hard work.

Please DM me the details and I'll send it to the team.

mckenndk

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#2840271 30-Dec-2021 07:49

Thanks for everyones responses, yes the HFC cable.

Cheers Nick have DM'ed you the details.

Last resort i was going to go to the local vodafone shop and see if they could help.

Have a good new years all

Dion

nztim

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#2840279 30-Dec-2021 08:44

Just don’t remove it yourself, its existence is protected by an easement - I know someone who cut their own HFC cable down and it upset the impedance on the circuit.

They got a big slap on the hand for it

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quickymart

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#2840301 30-Dec-2021 09:16

NickR1:

It's a single email template with ~4 lines so I don't think it's hard work.

Sounds like it was a difficult task for the person in the call centre.

I've also heard anecdotally of other people who are wanting to do the same thing being told to call Chorus, for some reason. Which I guess is also easier than sending an e-mail.

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#2840321 30-Dec-2021 09:44

quickymart:

I've also heard anecdotally of other people who are wanting to do the same thing being told to call Chorus, for some reason. Which I guess is also easier than sending an e-mail.

I've witnessed it happen right beside me when I was in tech :(

I find issue stems from agents not understanding the difference between the service types and not asking enough probing questions when talking to a customer. When I first joined I was taught "if not Christchurch or Wellington, refer the customer to call Chorus" but when the call comes from those two places things can get complicated. To the layman all the external cables can look the same so it can be difficult to gauge who's jurisdiction it is, especially when the call comes from a non-VF customer.

quickymart

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#2840433 30-Dec-2021 12:45

I guess there's at least one good argument for the call centre returning to NZ, even something Jason himself has said he is working on.

Goosey

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#2840434 30-Dec-2021 12:51

quickymart:

I guess there's at least one good argument for the call centre returning to NZ, even something Jason himself has said he is working on.

Side jack...

Training is the issue. Doesn't matter where you have a base... its the people knowledge that matters and how they are motivated.

I suspect motivation given is more about up sell KPIs, ending calls quickly etc etc.... and nobodys tracking the actual quality of the handling of the call.

whens the last time you got a survey for a call to vodafone that ended up being difficult to resolve.... the only ones I get are for the easy ones.

quickymart

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#2840485 30-Dec-2021 15:17

Sort of, but there are also some things that you simply can't train an overseas-based call centre for, as outlined here:

https://www.1news.co.nz/2021/02/25/our-service-hasnt-been-good-enough-vodafone-boss-touts-big-changes-call-centres-coming-back-to-nz/

He [Jason Paris] offered an example of if someone was moving house and needed to call Vodafone about getting a service connected to a granny flat associated with the house “the line would just go quiet” at the other end.

SnoopyDo

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#2840836 31-Dec-2021 15:55

I too are in the process of repainting my house and would like to have the cable connection removed so I can repair the damage its caused (overhead cable is threaded through a tree that moves a lot in the wind).

Rung Vodafone and was told to get an electrician to cut it down. This I assume is incorrect. @NickR1 could I DM you my details?

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quickymart

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#2840894 31-Dec-2021 16:23

SnoopyDo:

Rung Vodafone and was told to get an electrician to cut it down.

More quality advice right there, not 😟

NickR1

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#2841812 2-Jan-2022 10:34

SnoopyDo:

Rung Vodafone and was told to get an electrician to cut it down. This I assume is incorrect. @NickR1 could I DM you my details?

If it's HFC then that's definitely incorrect advice.

If it's non-urgent feel free to DM the information and I'll take a look once I'm back later this week.

quickymart

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#2841818 2-Jan-2022 10:58

This is good of you @NickR1, but quite worrying that (twice now) the call centre is giving the wrong information, it's obvious they don't know what they're doing.

How is the onshoring process coming along? Last update from Jason (that I can recall) was some time ago.

SnoopyDo

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#2842003 2-Jan-2022 16:07

Thanks Nick, I've DMed my details. Its not urgent, its secure enough and I can work around it.

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