Chorus boosting 100/20 fibre to 300/100 in November/December

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#2859820 1-Feb-2022 11:56

rogercruse:...Going to leave contacting Vodafone Customer Sevices until after the long weekend....

I've been 'chatting' with Vodafone Customer Services for nearly three hours.... (only got disconnected twice).

I've been asked to reset and re-boot my Ultra Hub Plus router and performed a number of speed tests with no improvement is my service.

Its been suggested that I pay for a Fibre Max upgrade...

And now they want me to replace my router with a DN8245 unit (is this better or worse?).

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#2859875 1-Feb-2022 12:10

rogercruse:

rogercruse:...Going to leave contacting Vodafone Customer Sevices until after the long weekend....

I've been 'chatting' with Vodafone Customer Services for nearly three hours.... (only got disconnected twice).

I've been asked to reset and re-boot my Ultra Hub Plus router and performed a number of speed tests with no improvement is my service.

Its been suggested that I pay for a Fibre Max upgrade...

And now they want me to replace my router with a DN8245 unit (is this better or worse?).

No no no no no!

This is a simple profile change! Ugh!

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#2859882 1-Feb-2022 12:20

If they can't (or won't) help you, well...

Again, this is exactly the type of thing that would happen very rarely with an onshore call centre who knows what's they're doing, as opposed to reading off the script.

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#2859886 1-Feb-2022 12:37

Either Vodafone's equipment or Chorus's equipment is limiting your connection profile to 100Mbps down and 20Mbps up. Once you have rebooted the router and ONT (which you have), you have very very little chance of stuff at your end being the cause of this now. If your router was running at 100Mbs ethernet connection (rather then gigabit) to your ONT or computer, you would expect to see your connection limiting the supplied 300/100 to 100/100 ish... not to 100/20! So it pretty much has to be the profile at their end. Don't get fobbed off making more and more changes at your end (unless the offered router upgrade is benficial to you anyway?). They clearly haven't got it sorted yet.

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#2859889 1-Feb-2022 12:42

miked:

Either Vodafone's equipment or Chorus's equipment is limiting your connection profile to 100Mbps down and 20Mbps up. Once you have rebooted the router and ONT (which you have), you have very very little chance of stuff at your end being the cause of this now. If your router was running at 100Mbs ethernet connection (rather then gigabit) to your ONT or computer, you would expect to see your connection limiting the supplied 300/100 to 100/100 ish... not to 100/20! So it pretty much has to be the profile at their end. Don't get fobbed off making more and more changes at your end (unless the offered router upgrade is benficial to you anyway?). They clearly haven't got it sorted yet.

This is a Northpower connection. Northpower absolutely have it ready but Vodafone needs to shift the plan over. Not upsell an upgrade or give you e-waste(the ultra hub will do 1 gig just fine).

Vodafone CSR has got it completely backwards.

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#2859977 1-Feb-2022 13:45

quickymart:

Interesting that Northpower are doing this manually, ie, requiring a plan change; I know Chorus did it automatically (as did UFF, by the looks of it) without me having to lift a finger.

it's worth noting, northpower didn't do a free upgrade like other LFC's

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#2860065 1-Feb-2022 15:04

MaxineN:...This is a Northpower connection. Northpower absolutely have it ready but Vodafone needs to shift the plan over. Not upsell an upgrade or give you e-waste(the ultra hub will do 1 gig just fine).

Vodafone CSR has got it completely backwards...

Back on chatting to Vodafone Customer Services....

Trying to explain that spending three hours chatting with them and getting nowhere is useful to me or them.

Repeatedly asking to me put through to someone who can change my plan and being pass around the office!!!!!

And asked If I wanted my TV services removed????????????

Or if I want ed to upgrade to Fibre Max

If this process (enable faster broadband) is so simple, why can't they do it?

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#2860074 1-Feb-2022 15:18

It's literally a profile and simple plan change that they can update on their system and request the LFC(Northpower in your case) and the jobs done(albeit some time waiting at most 6 hours during work hours at the worst, I've seen plan changes done in 30 minutes[this happened on a Northpower Uber connection ;)] ).

I can't understand why that CSR is trying to upsell to fix the problem that's not actually fixing the problem.

I can't understand why they're trying to do anything else but the profile change for LFC and adjust the plan to match.

If they actually can't do it (yet) I don't know why they're not actually telling you and giving you the run arounds with upselling.

I'd frankly leave.

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#2860080 1-Feb-2022 15:36

Just got off the chat with Vodafone Customer Services.

Finally, managed to chat with someone who understood what I wanted and promised to make it happen. He explained that I would receive an email for its been done.

So, I started today's process just after 9am this morning and stopped around midday. Back again about 45 minutes ago with the 'simple plan profile' change information from here.

Now waiting for the email from Vodafone Customer Services confirming the broadband speed change. I need to get out more!

MaxineN

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#2860085 1-Feb-2022 15:39

rogercruse:

Just got off the chat with Vodafone Customer Services.

Finally, managed to chat with someone who understood what I wanted and promised to make it happen. He explained that I would receive an email for its been done.

So, I started today's process just after 9am this morning and stopped around midday. Back again about 45 minutes ago with the 'simple plan profile' change information from here.

Now waiting for the email from Vodafone Customer Services confirming the broadband speed change. I need to get out more!

6 hours for something so simple should not be the norm nor should it be acceptable. I absolutely hope you get that email so it's in writing.

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#2860122 1-Feb-2022 16:15

rogercruse:

Finally, managed to chat with someone who understood what I wanted and promised to make it happen. He explained that I would receive an email for its been done.

Good luck with that. I bet the person will swear black and blue they've "made the changes" and absolutely 0 will get done. Nor will you receive an e-mail.

Depressingly, this tale is repeated time and time again on here with Vodafone Customer Service. They really have no idea how to do their jobs, and the reps - more depressingly - simply don't care.

The sooner they onshore everything again the better.

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#2860134 1-Feb-2022 16:38

Didn't get one email... I got two within a few minutes of each other. I've attempted to do a screen-shot of both of them.

The email on the left arrived first with the correct upgrade information. The email on the right, arrived and restated my original position.

I've checked my broadband speed and it hasn't changed!!!!

MaxineN

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#2860136 1-Feb-2022 16:41

Give it about a day to happen(it's almost the end of work hours).

Also reboot your ONT tomorrow.

If no speed increase you'll need to go back.

Also please remove the screenshots showing your account number!!!

edit 2

I've just noticed the time and dates. Ugh! This is a disaster. Okay hope and pray speed changes happen tomorrow, but I am already not hopeful.

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MaxineN

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#2860141 1-Feb-2022 16:46

@JasonParis this is an absolute disaster!

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miked

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#2860144 1-Feb-2022 16:52

Hopefully it was someone making the change, then realising that they did it wrong (eg missing Sky Sport and Sky Entertainment), so reverted back to the original setting to try again... and therefore hopefully another email will come with the correct upgrade on!

But if not, then it appears to be a bit of a mess!

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