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

Forums › New Zealand Broadband › Chorus boosting 100/20 fibre to 300/100 in November/December

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#2860154 1-Feb-2022 17:07

rogercruse:

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!!!!

This does not look promising. :(

@rogercruse , any reason you need to stay with Vodafone? May be time to switch ISP?

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#2860157 1-Feb-2022 17:14

I hate to say I told you so...sorry 🙁 I was hoping I may be proven wrong, but this is not good, especially for something reasonably straightforward like this.

If you were, say, moving house, I could understand this sort of thing happening, but this is simply a plan change.

cyril7

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#2860431 2-Feb-2022 08:18

Hi, so why do people stay around for this sh1t, just move there are plenty of good ISPs out there.

Cyril

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#2860475 2-Feb-2022 10:54

cyril7:

Hi, so why do people stay around for this sh1t, just move there are plenty of good ISPs out there.

Cyril

Even providers out there that have swallowed the northpower costs to align their plans!

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#2860596 2-Feb-2022 12:06

Looks like this has resulted in a decent bump to NZ standings on speedtest "Global insights"

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#2860643 2-Feb-2022 14:02

MaxineN:

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.

Ah an Uber Group connection, that will be why it was so painless. It's amazing what a good ISP with great customer service can do.

I enquired with Northpower on this and got the response of:

"Northpower Fibre have had available for Retail Service Providers to select BS2a 300/100 product and a number of new products from 1/1/2022" And that they are currently also working on a Hyperfibre project.

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rogercruse

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#2860690 2-Feb-2022 15:01

MaxineN:

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.

I'm back online with Vodafone Customer Services (using Chat as its easier than trying to phone).

I've repeated my requests for a 300 mpbs broadband speed upgrade a number times since last week. And I've never got closer to getting it.

Again, they want me to upgrade to Fibre Max and I repeat that this should be a zero cost change.

It's fortunate that I've got time and the patience to hang on.

Happy for @JasonParis and / or @MaxineN to jump in!

rogercruse

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#2860695 2-Feb-2022 15:20

My online Chat link with Vodafone Customer Services appears to be dead... I don't know if it really is or if the agent has stuffed the device under their desk and gone for lunch

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#2860751 2-Feb-2022 15:48

rogercruse:

I'm back online with Vodafone Customer Services (using Chat as its easier than trying to phone).

I've repeated my requests for a 300 mpbs broadband speed upgrade a number times since last week. And I've never got closer to getting it.

Again, they want me to upgrade to Fibre Max and I repeat that this should be a zero cost change.

It's fortunate that I've got time and the patience to hang on.

Happy for @JasonParis and / or @MaxineN to jump in!

Hi Roger

Am not employed by any of the telco's including VFNZ(although I am looking to get into the industry, I am up for hire ;) ), I am just someone who has a lot of experience with customer service roles and is a massive geek.

I am going to put on my customer service hat here and say that this is a failure on VFNZ's part and I am still dismayed that they are still trying to upsell to fibre max when the request should be the speed upgrade that can be done with a plan and profile change. This should be a 15 minute job tops. Sounds like an absolute fail of not just quality control but people trying to hit quotas rather than actually doing what the customer needs and wants. I'm not gonna lie, if I was in VFNZ and this came across my desk I'd be offering you a months free credit and getting the plan change done today and extend a giant apology for the massive run around. Sadly I do not work for VFNZ so I can only comment on how awful your experience is.

I also have to re-iterate @cyril7 's comments that you should not be putting up with this and you should be leaving for someone who will happily take your business and also will happily give you that plan change. There is plenty of competition around and plenty of ISPs to shop around with.

I also have to commend how much patience you have, I thought I had the patience of a saint, you are absolutely a more patient person then I am and I have to commend and respect that, but at the same time, you shouldn't be given the run arounds.

And if Jason does chime in I hope he will get it sorted. He has an army of people who can solve issues fast but what I can't understand is why aren't there enough reps who can/will/know how to.

I also have a question for Jason. How does one become part of the actual solution and help increase not just customer satisfaction but also get it right first time more often? As someone who's got a lot of history and love for customer service roles, this event is just embarrassing and I'm feeling a tad crap that I can't do much except comment and offer advice and commend the customer(Roger) for being so damn patient and persistent. You've got a very loyal customer here. Don't lose 'em.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

quickymart

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#2860762 2-Feb-2022 16:01

MaxineN:

I also have a question for Jason. How does one become part of the actual solution and help increase not just customer satisfaction but also get it right first time more often? As someone who's got a lot of history and love for customer service roles, this event is just embarrassing and I'm feeling a tad crap that I can't do much except comment and offer advice and commend the customer(Roger) for being so damn patient and persistent. You've got a very loyal customer here. Don't lose 'em.

Outsourcing your customer call centre to a company that has no idea what they're doing, and is just interested in getting rid of the call as soon as possible (either by transferring it to anyone-but-you or ending it and moving on to the next one) can cause exactly this.

Jason has said on here that Vodafone are (were?) in the process of on-shoring all (I think) of their outsourced call centres, but I think that process was put on hold when coronavirus happened. I'm not sure where it's at now, last I heard (some time ago) it was still in progress.

yitz

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#2860763 2-Feb-2022 16:12

Back when they did their Tbox over UFB service you had restrictions in terms of broadband plan speeds as you had to be on one supporting the multicast profile. Did you ever have that service perhaps there is some sort of holdover in their system relating to that.

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rogercruse

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#2860764 2-Feb-2022 16:13

After another hour, I've been told that they can't upgrade my profile to 300mpbs and that I need to pay for a Fibre Max upgrade.

I've been told that they can't upgrade my broadband speed to 300 mpbs because that's NorthPower's job. And I would still need to pay!

I've asked for a copy of the our chat messages for the past week... I was told that they couldn't do this.

I'm now waiting for a supervisor to contract me.

yitz

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#2860766 2-Feb-2022 16:24

Maybe they just don't offer it...

Unlimited Fibre Broadband
300/100 Mbps average download/upload or 98/22 Mbps depending on location
98/22 Mbps is average speed where fibre connection is provided by North Power in parts of Northland.

is what shows under Plan Details on their website when I input a Whangarei address.

MaxineN

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#2860771 2-Feb-2022 16:32

yitz:

Maybe they just don't offer it...

Unlimited Fibre Broadband
300/100 Mbps average download/upload or 98/22 Mbps depending on location
98/22 Mbps is average speed where fibre connection is provided by North Power in parts of Northland.

is what shows under Plan Details on their website when I input a Whangarei address.

They haven't said so and if they do not then they should be saying that and not be giving the run around! Upgrade on NP side was just completed so could be old information which Vodafone should know about !

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

RunningMan

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#2860773 2-Feb-2022 16:34

It may be that Northpower haven't rolled the upgrade out to all nodes yet. The issue then becomes one of Vodafone call centre staff not understanding the current 100/20 - 300/100 upgrade that is happening, presumably they are not NZ based and unaware.

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