Which Fibre provide in NZ has a fully NZ support team

Forums › New Zealand Broadband › Which Fibre provide in NZ has a fully NZ support team

allistar

33 posts

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#253176 30-Jul-2019 18:22

I am fed up dealing with Vodafone's woeful support service so I'm looking at moving.

My criteria is:
- provides a 950/500 unlimited fibre plan.
- has a New Zealand support team.

Both Orcon and Slingshot are on my radar. Does anyone have experience with both their product and support service that you'd like to share with me?

Thanks,
Allistar.

RunningMan

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#2285935 30-Jul-2019 18:32

May I suggest you just read some threads in their respective forums - you will soon see people's experiences.

https://www.geekzone.co.nz/forums.asp?forumid=82

https://www.geekzone.co.nz/forums.asp?forumid=81

Mistenfuru

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#2285945 30-Jul-2019 18:53

I'm a little bit Biased, but NOW Broadband has both of what you're looking for.......

Gigabit fibre plus a completely NZ based Call Centre, and In-Home technicians in most areas!

(Totally not a plug for the company I work for...)

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danfaulknor

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#2285953 30-Jul-2019 19:04

As far as I know 2degrees support is NZ based, they're still my pick.

If you're going for UFB you shouldn't really ever need to call their support anyway unless you need technical assistance with using the service. Last time I called was over 3 years ago, when the cabinet I was on for VDSL was literally underwater.

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allistar

33 posts

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#2285958 30-Jul-2019 19:07

The Vodafone product has been rock solid, I would recommend it. Their support service is woefully inadequate.

I ordered FibreMax over 3 weeks ago and it's still not enabled. Every "ninja" (what are we, children?) says the same thing. Reboot the router. Do a factory restore. Send me the serial number. The fact that the upload is still limited to 20Mb/s screams that the issue is at their end. I'm fed up with them.

richms

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#2286028 30-Jul-2019 20:33

You will have to get @jasonparis or someone involved to get anything happening to fix it. Calling them is an exercise in frustration. I am dreading having to call to close the account once email redirection goes away.

If you give up and leave you will have just as much hassle with sorting your bills out for a service that was never provided.

I would suggest voyager as an ISP because 1 off static IP cost and pretty fast to answer calls and are not idiots that cant stray from a script.

Richard rich.ms

quickymart

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#2286059 30-Jul-2019 21:11

+1 for Voyager as well, I was with them for a bit and found them to be fine. Their support was very friendly and helpful too (and based in Wellington, from memory).

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JasonParis

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#2286108 30-Jul-2019 22:16

allistar:
I am fed up dealing with Vodafone's woeful support service so I'm looking at moving.

My criteria is:
- provides a 950/500 unlimited fibre plan.
- has a New Zealand support team.

Both Orcon and Slingshot are on my radar. Does anyone have experience with both their product and support service that you'd like to share with me?

Thanks,
Allistar.

Hi Allistar,

Sorry for the delay - just back in the office after a break. Sorry that our service hasn’t been up to it. It’s been a problem for a while now, but we have a plan to get this sorted ....and quickly. Hopefully can update more in a few weeks ( I know but it takes some time)....

In the interim can I help you out at all and get this back on track? Happy to do whatever I can to keep your business. If you can - please drop me an email Jason.paris@vodafone.com

Cheers

JP

Jason Paris

allistar

33 posts

Geek
+1 received by user: 1

#2286242 31-Jul-2019 09:45

Hi Jason,
Thanks, I've sent you an email. I hope this gets sorted ASAP.

In the meantime I've started reaching out to other providers to see how easy the shift will be. I like the idea some providers have of me being able to supply my own router.

Thanks again,
Allistar.

sbiddle

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#2286251 31-Jul-2019 09:59

allistar:

Hi Jason,
Thanks, I've sent you an email. I hope this gets sorted ASAP.

In the meantime I've started reaching out to other providers to see how easy the shift will be. I like the idea some providers have of me being able to supply my own router.

Thanks again,
Allistar.

You can supply and use your own router with any provider in NZ.

Just don't expect to get anything in the way of support with a residential provider if you're not using their router as there is no way they're able to provide support for something they don't supply nor manage.

allistar

33 posts

Geek
+1 received by user: 1

#2286501 31-Jul-2019 14:52

It's now fixed. Interesting that a post to GeekZone gave me a result in 2 days when the Vodafone support team couldn't fix it in 20 days.