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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#2865009 10-Feb-2022 20:41

I waited for 50 minutes in the business queue, only to be told by the consumer team that I rang the wrong number, despite the fact I rang the business number. She blamed an outage for the long wait time. While I was waiting I decided to humor the chat system on the Vodafone website.

The chat went exactly as expected. Was told to type human to get a human. But I never got one, despite the chat bot telling me I could type "human" at any point to talk to one. At one stage, I got sick of trying to convince the bot of my problem and typed "human" and the bot said that she didn't understand.

Can't really say I'm enjoying the experience, haha.

quickymart

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#2865046 10-Feb-2022 21:15

DravidDavid:

I waited for 50 minutes in the business queue, only to be told by the consumer team that I rang the wrong number, despite the fact I rang the business number. She blamed an outage for the long wait time.

.

.

.

Can't really say I'm enjoying the experience, haha.

That's a cop-out. When I was at Telstra Clear, even if you called the wrong queue, they would still try and help you, not just pass the buck and make it your problem. Sounds like the "I can't help you but I swear to God I'll transfer you to the right queue now, I so promise to, plus I'll explain every single thing we spoke about" lie is still happening. You get cold dumped in the next queue and when the phone is (eventually) answered, the next person has no idea why you spoke to them, plus there's a 90% chance it's still the wrong queue and they need to transfer you...again...it goes on and on and on.

It's not an enjoyable experience, sadly...it's a joke!

My advice - echoing other people in this thread - just move to another provider and save yourself the headache.

DravidDavid

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#2865060 10-Feb-2022 21:26

quickymart:

DravidDavid:

I waited for 50 minutes in the business queue, only to be told by the consumer team that I rang the wrong number, despite the fact I rang the business number. She blamed an outage for the long wait time.

.

.

.

Can't really say I'm enjoying the experience, haha.

That's a cop-out.

My advice - echoing other people in this thread - just move to another provider and save yourself the headache.

It absolutely is a cop-out and I'd churn if I was in charge of the account.

DravidDavid

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#2877035 1-Mar-2022 15:17

Update: Vodafone have put me on the faster plan automatically it seems. However, I still only get 100 down. I get 490+ upload consistently.

I'm going to call again and see if they know more about it now than they did a month ago.

rogercruse

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#2877046 1-Mar-2022 15:43

DravidDavid:

Update: Vodafone have put me on the faster plan automatically it seems. However, I still only get 100 down. I get 490+ upload consistently.

I'm going to call again and see if they know more about it now than they did a month ago.

Good luck to you @DravidDavid

While I may have gone quiet on this subject its not because Vodafone Customer Services have sorted out my speed upgrade. I'm simply exhausted and I've been busy on other things.

To recap: I live in Northland and I originally contacted them at the end of January requesting a speed upgrade due to the network improvements from Chorus. After being passed between agents repeatedly I was told that I would need to pay more for a speed upgrade or that it wasn't possible. This didn't happen on just one occasion, but repeated discussions with them. I discovered that it was less stressful to use the text messages available via the website and to talk to someone. appeal to Jason and other within Vodafone haven't worked.

As I and my wife are both big Vodafone customers - mobile, broadband and Vodafone TV users, it won't be easy moving to another suppler, but if that's what it takes then may be we will.

As soon as we can migrate from Vodafone TV then I'll start the process of de-Vodafoning out lives.

quickymart

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#2877052 1-Mar-2022 15:50

rogercruse:

..After being passed between agents repeatedly I was told that I would need to pay more for a speed upgrade or that it wasn't possible. This didn't happen on just one occasion, but repeated discussions with them. I discovered that it was less stressful to use the text messages available via the website and to talk to someone. appeal to Jason and other within Vodafone haven't worked.

This sounds depressingly familiar (see above). Yes, if you're not getting anywhere - sadly - you'll need to move on as soon as you can.

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#2877107 1-Mar-2022 17:54

@rogercruse If you are in Northland then are you on the North Power Fibre network? Not related to Chorus in anyway and the speed upgrade may not be free

Ge0rge

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#2877111 1-Mar-2022 18:03

Linux: @rogercruse If you are in Northland then are you on the North Power Fibre network? Not related to Chorus in anyway and the speed upgrade may not be free

On the same page as your last post in this thread, are the very answers to the questions you've just asked...

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#2877116 1-Mar-2022 18:10

Ge0rge:
Linux: @rogercruse If you are in Northland then are you on the North Power Fibre network? Not related to Chorus in anyway and the speed upgrade may not be free

On the same page as your last post in this thread, are the very answers to the questions you've just asked...

@Ge0rge So why would @rogercruse mention Chorus if they are not even on the Chorus network this makes zero sense!

quickymart

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#2877323 1-Mar-2022 20:30

Re-reading his post, I read it that Vodafone mentioned Chorus. Which if correct would make sense, their call centre has 0 clue who does what with LFC's, or even their own cable network.

DravidDavid

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#2877396 1-Mar-2022 21:19

The worst part of this entire dance with Vodafone is working out the magic key combinations to go directly to the business team. Every time I call 0800 400 888, I get the voice telling me "Welcome to Vodafone Business" and then when I get to talk to someone, they tell me that they will "transfer me to the business team". When I ask them what the number is for the business team so I don't bother the retail team, they give me the number I just rang after passively aggressively telling me that I called the wrong number.

The retail operator I spoke to had no idea what I was talking about regarding the speed upgrades and transferred me to the business team.

The lady with the business team was much better equiped to answer my questions. She had another customer with a similar issue and said she would contact Chorus for me to bring it to their attention. She noted that the plan I was on was the correct 500/500 plan and that she would investigate. She was also the first one that agreed to speak to me and do basic vodafone related investigations without saying they first had to verify me on the phone. I don't want any personal information or to make changes to the account. I want them to fix my account lol.

I'm not holding my breath, but today was the first day I felt I made progress. I've got a big web commercial gig coming up, so the extra upload is very very welcome at this time. It would be nice to be able to pull all the footage I need a lot faster in the near future.

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#2877493 2-Mar-2022 08:51

I hate to be all negative, but their call centre has also been shown to tell customers what they want to hear just to get them off the phone. I would love to be proven wrong in this instance, however.

Yetti92

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#2877501 2-Mar-2022 09:10

Linux: @rogercruse If you are in Northland then are you on the North Power Fibre network? Not related to Chorus in anyway and the speed upgrade may not be free

Towns in the Whangarei and Kaipara districts like Whangarei, Dargaville and Mangawhai have their fibre through northpower, chorus did the rollout for towns in the Far North District of Northland like in Kerikeri, Kaitaia etc so it would depend on where he is in Northland.

rogercruse

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#2877690 2-Mar-2022 12:29

Yetti92:

Towns in the Whangarei and Kaipara districts like Whangarei, Dargaville and Mangawhai have their fibre through northpower, chorus did the rollout for towns in the Far North District of Northland like in Kerikeri, Kaitaia etc so it would depend on where he is in Northland.

I live in the Whangarei region. I've spoken to NorthPower and they have confirmed that everything is ready to go on their side (that is, they have non Vodafone customers running with the upgraded speed) and its Vodafone that are out of step.

Its incredible that a major company like Vodafone are being held hostage by their own Customer Services. Oh dear.

Spyware

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#2877691 2-Mar-2022 12:33

rogercruse:

Its incredible that a major company like Vodafone are being held hostage by their own Customer Services. Oh dear.

You can't be serious.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

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